Housekeeping - Operations Manager

The Housekeeping Operations Managers reports directly to the Director of Housekeeping. Provides direct managerial leadership for all of Housekeeping. Responsible for the day-to-day operations of the Housekeeping Department including inspection of guestrooms, VIP inspections, Standards Audits, cleanliness of public areas, cleanliness of back of the house areas. Position also manages PM Housekeeping Shift performance including Turndown Standards, Hostar/Central Services performance.  Will also act as the liaison between all Front of House Rooms operations and the following departments: Accounting, Sales & Conference Services, Engineering, Golf, Spa, Food & Beverage, Human Resources, Activities and Front Desk.  Position will assist with the coaching, counseling, communication, and development of associates to ensure the understanding and consistent achievement of OVI&S service standards.  

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

          SKILLS AND QUALIFICATIONS:

Essential: 

• 2-3 years previous Housekeeping experience in a four to five star/luxury service environment.

• Previous record in successful customer service.

• Ability to communicate well in English and Spanish with guests and associates. Mandatory Requirement

• Possess an incredible eye and attention to detail 

• Must have self-driven initiative to be able to assess, prioritize and organize while maintaining attention to detail. Must be focused on goal accomplishment and timely completion.

• Ability to provide legible communication and directions.

• Ability to lead and motivate employees by example.

• Strong organizational skills.

• Ability to effectively manage hourly employees

• Ability to prioritize, organize and delegate work.

• Ability to handle multiple tasks with grace and efficiency.

• Ability to practice and enforce hotel standards, policies and procedures.

• Ability to think clearly, analyze and resolve problems exercising good judgment.

• Ability to remain calm and courteous with demanding or difficult guests and situations.

• Ability to promote a positive attitude.

• Ability to anticipate potential challenges and be proactive.

• Ability to ensure security and confidentiality of guest and hotel information.

• Ability to handle emergency situations according to procedure.

• Ability to work extended hours when necessary

• General knowledge of Windows OS. Word, Excel and Outlook with proficiency

• Must possess a variety of inherent attributes for service including warmth, hospitality, compassion, humility, empathy, and sincerity towards guests and employees. 

• Must exhibit leadership skills in behavior and philosophy towards both guests and fellow employees.

• Excellent time management skills, be detail oriented and have impeccable follow-through.

• Knowledge of cleaning equipment operation and repair.  

• Valid drivers license.

Desirable:

• High School Graduate.

• Previous management experience preferably in the hospitality industry.

ESSENTIAL JOB FUNCTIONS:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.

1. Portrays a professional appearance, behavior, integrity, openness and accessibility to associates and guests.

2. Monitor and maintain the daily operations of the Housekeeping department.

3. Maintains and demonstrates a current knowledge of OVI & Spa management style, practices, culture, terminology, organizational structure and general philosophy.   

4. Maintains a positive attitude.

5. Achieves performance objectives in accordance with guest expectations. 

6. Consistently strives to always provide outstanding guest service in order to exceed guest expectations. 

7. Adheres to all health department sanitation and safety regulations as required by the hotel.

8. Exhibits a “hands on” approach to training, developing and working alongside associates.

9. Answers all phone calls within 3 rings and uses the caller's name at least twice during conversation.

10. Knowledge of how to prepare assignments for all job functions.

11. Knowledge of all operational forms used in the Housekeeping Department.

12. Ensures cleanliness throughout the Hotel, Public Areas, Offices, Guest Rooms, Storerooms, Restaurants and Spa Ojai.

13. Ensure daily inspections of guest rooms, public and back of the house areas documented taking appropriate corrective action as needed.

14. Maintain complete knowledge at all times of:

• Emergency procedures for guests and associates.

• Hotel and departmental policies.

• Lost and Found policies, issues and claims.

• V.I.P and Special Attention Rooms.

• In house and arriving groups including site inspections.

15. Proper communication with associates verbally and through logbooks and emails.

16. Retrieve and respond to emails and voice messages in a timely manner.

17. Monitoring and ensuring expectations met for all job functions. Act accordingly. 

18. Communicate clearly with associates, managers and guests.

19. Familiarization with all amenities and items available to guests and associates.

20. Familiarization with OSHA, CAL OSHA regulations.

21. Knowledge of proper chemical and equipment usage on all surfaces and in laundry areas.   

22. Maintain up to date training manuals, job descriptions and employee task sheets for all positions of the department.

23. Ensure proper scheduling for weekly and daily operational schedules ensuring all areas have the appropriate coverage.

24. Ensure proper training for new hires through an appropriate qualified person.

25. Preparing and conducting 90-day and annual associates evaluations.

26. Coach and counsel associates as necessary and when needed perform written commendations or disciplinary actions.

27. Maintain an open door policy to encourage and support positive associate relation and guest satisfaction.

28. Ensure lost and found procedures and ensure proper distribution to guests/associates.

29. Conducting monthly inventories, processing orders for all needed items and products for the department

30. Assist in hotel/spa linen inventories.

31. Assist at maintaining the monthly and yearly budget as well as capital items for the department.

32. Input to access guest profiles and retrieve reservation information from the computer accurately for special requests. 

33. Ensures guest requests are handled timely and in a cordial manner.

34. Assist in the tracking of the incentive program to motivate and inspire associate members to do their best when performing tasks.

35. Be active in the management role of safety and security. Ensure that all associates are aware and following safety guidelines of the OVI. Promote a safe environment concept among all associates.

36. Model and promote a team environment.

37. Work cohesively with co-workers as part of a team.

38. Be a clear thinker, analyze and resolve problems exercising good judgment.

39. Remain calm and courteous with demanding/ difficult guests and /or situations.

40. Promote positive relations with every individual contact through the telephone and in person.

41. Anticipate potential challenges and be proactive.

42. Ensure security and confidentiality of guest and hotel information.

43. Ensure associates are fully trained on the OVI emergency procedure.

44. Actively participate in all meetings that pertain to the Housekeeping Department.

45. Able to perform all Housekeeping positions when the need arises. 

46. Ensure all Human Resources policies and see that practices are applied consistently while adhering to all state and local laws.

47. Promote solid solutions and answers to guest complaints and comment cards.

48. Commitment to individual growth.

49. Ability to ascertain guest/associates needs and provide immediate and appropriate responses to ensure guest/associates satisfaction.

50. Ability to adjust work schedules, service qualifications, and employee information

The salary for this position is $76,490.89 This is the pay range for this position that the employer reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type and of size of prior property experience, location, and education.