Holiday Inn Norwoood Head Housekeeper in Norwood, Massachusetts
Job overview : Responsible for the supervision of the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel/ company business objectives. At Holiday Inn Express we look for people who are welcoming and can focus on the things that really matter to our guests and get them right every time. Duties and responsibilities Financial returns: Contribute in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control expenses with a focus on increasing productivity. Help drive improvements in team member engagement that are aligned to brand service behaviours. Maintain proper inventory levels, managing cost per room for supplies and labour (example: bed & bath linen reuse and laundry operation). People: Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for employees. Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance. Educate and train all employees in compliance with governmental and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. Promote teamwork and quality service through daily communication and coordination with other department heads. May assist with deep cleaning projects and/or assist housekeeping staff during high-volume periods. Guest experience: Inspect all assigned suites and public areas to ensure furnishings, guest rooms/suites, equipment, linens, and public areas are clean and in good repair to meet guest satisfaction. Advise employees of deficiencies and instruct on corrective action. Provide adequate retraining as needed. Routinely perform all housekeeping duties necessary including making beds, and vacuuming and cleaning guest suites to ensure guest satisfaction. Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction. Carry out special needs and requests of the guests, VIP?s and repeat visitors. Ensure rooms are 100% clean and properly prepared so our guests are comfortable, can work and rest. Responsible business: Maintain and order supplies and equipment in a timely and efficient manner while minimising waste and maintaining "green" initiatives (example: container recycling and cleaning agents). May maintain procedures for security of lost and found items. Perform other duties as assigned. May also serve as manager on duty. Accountability This is the top supervisory job in the housekeeping department. Typically supervises small number of housekeeping and laundry employees in a small, limited-service, single-site hotel with a limited range of facilities. Post-holder must have a development plan that is regularly reviewed. Qualifications and requirements High school diploma / secondary education / equivalent plus one year of housekeeping experience including some supervisory training/experience. Must be able to speak local language(s).