Assistant Housekeeping Mgr
Highgate Hotels - Honolulu, HI

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Education & Experience:
? At least 2 years of progressive experience in a hotel

or a related field; or a 4-year college degree; or a

2-year college degree and 1 or more years of related

experience.

? Supervisory experience required.

? Must be proficient in Windows, Company approved

spreadsheets and word processing.

Physical requirements:
? Long hours sometimes required.

? Medium work - Exerting up to 50 pounds of force

occasionally, and/or up to 20 pounds of force frequently

or constantly to lift, carry, push, pull or otherwise

move objects.

General Requirements:
? Must be able to effectively communicate both verbally

and written, with all level of employees and guests in

an attentive, friendly, courteous and service oriented

manner.

? Must be effective at listening to, understanding, and

clarifying concerns raised by employees and guests.

? Must be able to multitask and prioritize departmental

functions to meet deadlines.

? Approach all encounters with guests and employees in

an attentive, friendly, courteous and service-oriented

manner.

? Attend all hotel required meetings and trainings.

? Participate in M.O.D. coverage as required.

? Maintain regular attendance in compliance with

Highgate Hotel Standards, as required by scheduling,

which will vary according to the needs of the hotel.

? Maintain high standards of personal appearance and

grooming, including wearing nametags.

? Comply with Highgate Hotel Standards and regulations

to encourage safe and efficient hotel operations.

? Maximize efforts towards productivity, identify

problem areas and assist in implementing solutions.

? Must be effective in handling problems, including

anticipating, preventing, identifying and solving

problems as necessary.

? Must be able to understand and evaluate complex

information, data, etc. from various sources to meet

appropriate objectives.

? Must be able to maintain confidentiality of

information.

? Perform other duties as requested by management. The Assistant Housekeeping Manager is responsible for

ensuring the operation of the Housekeeping Department in

an attentive, friendly, efficient and courteous manner,

providing all guests with quality service and a clean

and safe environment throughout their stay, while

efficiently managing expenses and maximizing service

levels.

DUTIES & FUNCTIONS

Fundamental Requirements:
? Maintain a warm and friendly demeanor at all times.

? Employees must, at all times, be attentive, friendly,

helpful, and courteous to all guests, managers, and

fellow employees.

? Respond to all guest requests, problems, complaints

and/or accidents presented through reservations, comment

cards, letters and/or phone calls, in an attentive,

courteous and efficient manner. Follow up to ensure

guest satisfaction.

? Motivate, coach, counsel and discipline all

Housekeeping personnel according to Highgate Hotel

SOP's.

? Ensure compliance to Standard of the Week training,

using the steps to effective training according to

Highgate Hotel standards.

? Maintain a regularly scheduled cleaning program (i.e.

floor care, hard cleaning, mattress flipping, etc.) and

maintain a detailed checklist for each position.

? Assist in maintaining and controlling all housekeeping

equipment.

? Assist in ensuring compliance with all corporate Risk

Management standards (MSDS, HazComm, etc.).

? Ensure that large guestroom turns are managed

efficiently.

? Ensure consistency with departmental opening and

closing procedures.

? Prepare and conduct Housekeeping interviews as

required and follow hiring procedures according to

Highgate Hotel SOP's.

? Develop employee morale and ensure training of

Housekeeping personnel.

? Inspect rooms daily, and ensure that some rooms are

inspected with supervisors on a daily basis.

? Assist the Director of Housekeeping in inspecting all

VIP rooms prior to arrival.

? Ensure that public areas, guest rooms and

back-of-house areas are cleaned to Highgate Hotel

standards.

? Assist in maintaining required pars of all

Housekeeping and Laundry supplies by ordering all needed

supplies and amenities on a monthly or quarterly basis.

? Assist in conducting monthly and quarterly

Housekeeping inventories on a timely basis.

? Ensure guest privacy and security through correctly

following Highgate Hotel procedures.

? Monitor work orders and submit to Engineering

according to hotel procedures. Follow up on work orders

to ensure completion.

? Conduct pre-shift meetings for room attendants and

housemen.

? Respond to emergency situations using information

contained in MSD sheets. Keep MSD sheets current and

easily available.

? Balance and clear room status nightly; compare the

p.m. housekeeping report with the PMS room status report

and resolve any discrepancies.

? Assist in reviewing Housekeeping staff's worked hours

for payroll compilation and submit to Accounting on a

timely basis.

? Assist in preparing employee Schedule according to

business forecast, payroll budget guidelines and

productivity requirements.

? Maintain Highgate Hotel SOP's regarding Purchase

Orders, vouchering of invoices and checkbook accounting.

? Maintain a professional working relationship and

promote open lines of communication with managers,

employees and other departments.

? Ensure implementation of all Highgate Hotel policies

and house rules. Understand hospitality terms.

? Ensure sign off of all Service Standards by Position

competencies for Housekeeping staff.

? Carry a pager at all times. Operate pagers and radios

efficiently and professionally in communicating with

hotel staff. Ensure the proper use of radio etiquette

within the department.

? Manage and organize large turn days (including group

check-ins or check-outs).

? Monitor out-of-order, out-of-service, discrepant, and

show rooms.

? Must maintain constant communication with Guest

Services.

? Monitor and act on special requests as needed; VIPs,

special needs rooms, connecting, etc.

? Attend weekly staff meeting and provide training on a

rotational basis using steps to effective training

according to Highgate Hotel standards.

? Maintain and monitor "Lost and Found" procedures and

policies according to Highgate Hotel standards.

? Maintain key control system for house keys.

? Ensure participation within department for monthly

Highgate Hotel team meeting.

? Focus the Housekeeping Department on their role in

contributing to the Guest Service and audit Scores.

? Monitor all V.I.P.'s, special guests and requests.

? Review Housekeeping log book and Guest Request log on

a daily basis.

? Assist in maintaining an organized and comprehensive

filing system with documentation of purchases,

vouchering, schedules, forecasts, reports and tracking

logs.

? Use the telephone and computer system for reporting

and verifying room status.

? Record all valet laundry for valet cleaners. Check and

review incoming laundry at end of day to ensure all

items have been returned.

? Properly store, secure and issue supplies as needed to

meet business demands.

? Ensure completion of regular maintenance and cleaning

projects on a biannual basis.

? Ensure overall guest satisfaction.

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