Rosewood Hotel Group Page d’accueil

ob summary -

Responsible for and knowledgeable of the Departmental SOPs and Policies to better understand and conduct the different managerial functions in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

Essential Duties and Responsibilities – (Key Activities)

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Lead as a role model (“Rosewood Brand Ambassador”) for the Rosewood culture, vision, mission and core values, according to the Rosewood Principals, at all times to ensure maintenance and clarity of brand integrity.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale.
• Exercise discretion and judgment to resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests’ needs, being “intuitive”, and respond promptly to their needs and acknowledge all guests, however busy and whatever time of day.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house counts and expected arrivals/departures/ VIP’s.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.

• Monitor and maintain cleanliness, sanitation and organization of all public areas and assigned work areas, including checking Housekeeping storage areas for proper supplies, organization and cleanliness.  Order any necessary supplies through Birchstreet and instruct designated personnel to rectify cleanliness/organization deficiencies.
• Review and analyze daily business levels to anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare for pre-shift meeting with team to review all information pertinent to the day's business.
• Maintain complete knowledge of correct maintenance and use of equipment.  Ensure equipment is used properly and stored in their designated areas.
• Determine what work orders for maintenance repairs are required and ensure order is submitted to Engineering.  Contact Engineering directly for urgent repairs

• Constantly supervise staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
• Effectively address staff issues and questions and resolve staff issues promptly to ensure associate engagement. 
• Ensure that standards are maintained and executed at a superior level on a daily basis and correct any behavior not according standards. This includes Room attendant room inspections, turndown attendant room inspections, houseman and supervisor floor upkeep.
• Lead and adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.
• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow associates.
• Promote positive guest relations at all times (internal and external guests).
• Ensure security of guests and guestroom access.
• Document all guest requests, complaints or problems, and communicate efficiently.
• Complete an inspection of all guestroom floors, public areas and restrooms daily, rectifying deficiencies with respective departments.
• Inspect Special Attention and VIP guestrooms daily to ensure that all standards are met.  Coordinate and communicate efforts with Housekeeping Manager and Engineering.
• Provide feedback and supervise Housekeeping staff, as needed.
• Ensure daily housekeeping services are provided early during the day and evening, so as to minimize any inconvenience to the guest.
• Assume responsibility for total Laundry operations.
• Assume responsibility of the preparation of efficient scheduling, according to the budget closely watching the daily forecast for either an increase or decrease in occupancy or, heavy check out to amend schedules accordingly.
• Prepare, coordinate and follow up on all equipment repair requests to the Engineering department.
• Prepare, initiate and follow up on an equipment cleaning procedure with the washers.
• Prepare, initiate and follow up on a Discard and Rewash procedure.
• Prepare, initiate and follow up on an incentive program for the Housekeeping staff, to include the washers, uniform attendants, pressers and laundry attendants.
• Monitor and control operation of various sections including, but not limited to linen room, uniform room, floors, public areas, offices and storerooms.
• Watch the market for improvement in chemical quality and make recommendation to the Director of Housekeeping.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Inspect all areas front and back of house to Rosewood standard. Inspect all guest rooms, complete standards testing, and provide feedback to Housekeeping associate.
• Ensure that standards are maintained at a superior level on a daily basis.
• Inventory, issue and control use of linen, amenities, cleaning supplies and other housekeeping supplies.
• Coordinate, influence and persuade staff in order to maintain service standards of hotel.
• Ensure guest complaints are resolved in a timely manner.
• Maintain associate attendance, uniform and room history cards.
• Prepare purchase orders. Present accurate bills to Director of Housekeeping for approval.
• Maintain accurate records of linen and uniforms sent to and returned from laundry.
• Support and uphold hotel philosophy concerning hiring, associate relations, supervision, and disciplinary action.
• Prepare guest laundry charges and report to Front Desk and Accounting on a timely manner.
• Control ongoing Uniform Inventory and forward to all Department Heads involved.

• Work closely with Engineering to make sure all equipment are in proper working condition.
• Monitor quality of blankets, duvets, and bedspreads cleaning program and determine discard with the approval of the Director of Housekeeping.
• Monitor the quality and cleanliness of all hotel staff uniform, making sure that all uniforms are in good working condition.
• Coordinate the mending and alterations of guests and associates uniform needs.
• Monitor associates correct usage of chemical.
• Inspect all linen closets storage area regularly for proper linen par, and proper labeling on shelves.
• Assure that all new associates are given the correct training and oversee their progress, documenting same per company policy.
• Ensure ongoing training and feedback at all times, for all associates.
• Assist Assistant director of housekeeping with performance reviews.
• Walk public area and ensure proper standards and cleanliness condition of restrooms and public spaces, including exterior trash cans and lanterns.