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Asst. Director Of Housekeeping

Company

The Elser Hotel & Residences
Address , Miami, 33132, Fl
Employment type FULL_TIME
Salary
Expires 2023-07-29
Posted at 10 months ago
Job Description
Compensation Type: Yearly Highgate Hotels:
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.
Location:
The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami. The newly completed tower offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities and 5,000 square feet of prime retail space. Named after the iconic Elser Pier, which was built in the 1900s and became the premier place for locals and visitors to enjoy the magical shoreline of Biscayne Bay in downtown Miami, The Elser Hotel & Residences will continue this tradition.

Overview:
The Assistant Director of Housekeeping 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.
Responsibilities:
  • Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.
  • Focus the Housekeeping Department on their role in contributing to the Guest Service Scores.
  • Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
  • Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
  • Ensure that large guestroom turns are managed efficiently.
  • Review Housekeeping log book and Guest Request log on a daily basis.
  • Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
  • Ensure guest privacy and security through correctly following Highgate Hotel procedures.
  • Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
  • Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • 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 conducting monthly guest supplies and cleaning supplies inventories.
  • Carry a pager at all times.
  • Ensure completion of regular maintenance and cleaning projects on a biannual basis.
  • Must maintain constant communication with Guest Services.
  • Develop employee morale and ensure training of Housekeeping personnel.
  • Ensure consistency with departmental opening and closing procedures.
  • Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
  • Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
  • Ensure overall guest satisfaction.
  • Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
  • Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.
  • Properly store, secure and issue supplies as needed to meet business demands.
  • 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.
  • Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.
  • Assist in maintaining and controlling all housekeeping equipment.
  • Use the telephone and computer system for reporting and verifying room status.
  • Manage and organize large turn days (including group check-ins or check-outs).
  • Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.
  • Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
  • Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
  • Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.
  • Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned.
  • Monitor all V.I.P.'s, special guests and requests.
  • Monitor out-of-order, out-of-service, discrepant and show rooms.
  • Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's.
  • Conduct pre-shift meetings for room attendants and housemen.
  • Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.
  • Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
  • Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Maintain key control system for house keys.
Qualifications:
  • Attend all hotel required meetings and trainings.
  • Supervisory experience required.
  • Approach all encounters with guests and employees 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 effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • 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.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • 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 a warm and friendly demeanor at all times.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Long hours sometimes required.
  • 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.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Must be able to maintain confidentiality of information.
  • Perform other duties as requested by management.
  • 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.