Director of Housekeeping
- Responsible for short and long term planning and the management of the Housekeeping operations
- Develop and recommend the budget, marketing plans and objectives and manages within those approved plans
- Implement and maintain Rooms sales/marketing programs
- Direct and oversee development of employees and leaders
- Hire, train, empower, coach and counsel, performance and salary reviews
- Direct the implementation of the payroll, reports, forecasts, inventory and budget for rooms operations
- Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality
- Implement procedures to increase guest and colleague satisfaction
- Exercise quality control for rooms
- Maintaining Miraval standards of service and ensure their implementation
- Maintain communications with Resort Manager on operational strategy progress and needs
- Coach and counsel employees to reflect Miraval service standards and procedures
- Exceed Guest expectations through 100% Guest excellence using the Medallia as key indicators of success
- Responsible for ensuring an environment where Guest and Colleagues safety are the first priority and seek opportunities to continuously improve Guest service and relations (pulse survey)
- Respond to unexpected service problems or any Guest issue in the operation with the goal of service restoration and Guest recovery
- Partner with other departments and peers to provide a seamless day-to-day operation
- Consistently demonstrate outstanding leadership
- Communicate all relevant information to leaders, peers, and Colleagues in a timely fashion
- Support the Resort's daily function (Resort Manager & General Manager)
- Demonstrate financial acumen in accurate guest adjustment reporting
- Participate and contribute in all relevant meetings and training as required by role
- Approach all encounters with colleagues in an attentive, friendly, courteous and service-oriented manner.
- Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the resort.
- Maintain high standards of personal appearance and grooming and name tag when working.
- Comply at all times with standards and regulations to encourage safe and efficient hotel operations.
- Respond to Medallia comments & escalated Medallia comments in partnership with department leaders
- Consistently review guest facing procedures to ensure satisfaction for guests ( see what's working what's not )
- Develop and implement fresh and innovative processes to enhance cleanliness and guest experience
- Manage flow of information to Key departments/colleagues on property
- Develop, Maintain, and strengthen relationships between our guests and colleagues
- Participate in the property's Leader on Duty Program (LOD)
Qualifications -The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Excellent verbal and written communication skills
- Able to maintain composure and demonstrate good judgement in difficult situations
- Basic understanding of the impact of financial aspects of an operation such as budgets, revenue, and labor
- Proven organizational, multi-tasking and time management skills with attention to detail
- Demonstrated ability to work in a rapidly changing environment
- Proficient in basic computer functions necessary to operate in a windows environment and adaptable to new technology
- Demonstrated ability to hold self and others accountable
- Ability to work any schedule, including weekends, holidays, nights, and variable shifts
- 4years or more of progressive Housekeeping or Rooms experience (typically with Hyatt)
- Service oriented style with professional presentations skills
- Proven leadership skills
- Hotel/Hospitality degree an asset
- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, proven track record in high volume concept, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
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