JOB OVERVIEW

The Housekeeping Manager will be responsible for inspecting cleanliness of guest accommodations. This position performs quality control functions to ensure standards and expectations are met.

ESSENTIAL SKILLS

• Understand the mission, vision and game plan of the hotel.
• Strong leadership skills and has the ability to apply them.
• Establish goals and objectives to improve the department.
• Ability to understand Guests' service needs.
• Ability to be well organized, maintain concentration and complete all work assigned.
• Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
• Ability to converse calmly with irate Guests', co-workers or supervisors in sometimes tense situations.
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with co-workers and other departments as part of a team. Ability to build morale and spirit.
• Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
• Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
• Ability to meet or exceed productivity and performance standards and complete tasks as assigned by manager.
• Ability to take and give direction.
• Ability to interact with people beyond giving and receiving instructions, particularly in resolving complaints and problems.

JOB DUTIES

• Staff Management

• Inspect assigned areas and guestrooms in order to provide feedback to management and employees on the cleanliness and maintenance of those areas with hotel cleanliness standards.
• Manager the performance of room attendants and general cleaning and take appropriate action to correct deficient conditions, behavior, and work practices.
• Inspect guest rooms, guest areas and employee areas and assess compliance with all established standards as they relate to cleanliness, maintenance, safety, and security.
• Review work assignments of employees and make adjustments as business needs.
• Communicate throughout the day with Front Office and other departments to ensure total guest satisfaction.
• Hold a pre-shift meeting with staff prior to reporting to stations.
• Be prepared for each daily activity and review any variations with management and staff.
• Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
• Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
• Consistently monitor the performance of team members on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
• Manage the staff and handle associate situations.
• Ensure staff is properly groomed and uniformed at all times.
• Ensure work area cleanliness is maintained at all times.
• Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
• Assist department manager in maintaining close control and inventory of uniforms, supplies, and equipment.
• Assist in the preparation of weekly schedules in accordance to guest needs and staff availability.
• Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
• Maintain a complete and accurate set of logs.
• Prepare and submit accident or injury reports when needed.
• Be a Team Player and encourage the teamwork attitude among staff.
• Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
• Carries out managerial responsibilities in accordance with Hotel policy and applicable laws.
• Plan, assign and direct work of team members.
• Promote open channels of communication between all hotel departments.

• Training

• Ensure all team members are safety conscious and trained in safe work practices.
• Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all team members are properly trained in these procedures.
• Assist the department manager with implementing the proper training program.
• Assist with new hire training.

• ADMINISTRATIVE

• Understand and adhere to budgeted wage and hour limitations for team members.
• Attends department meetings and as needed, attends interdepartmental meetings.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Route associate commendations received from guests to the person responsible for assembling the daily packet.
• Notify management of any pertinent information related to shift activities.
• Determine the requirements for and the follow up on special groups, VIPs, etc.
• Follow manager's instructions and completes other duties as directed or assigned.
• Assist in safety and maintenance by tracking items in HotSos for relevant department
• Utilize Room Expediter (REX) system

• Prepare payroll as needed.
• Assist in the cleaning of guest rooms as needed.
• Follow supervisor's instructions and completes other duties as directed or assigned.

PHYSICAL REQUIREMENTS

The frequency codes assigned in these job descriptions are:

Rarely less than 1%

Occasionally 1-33%

Frequently 34-65%

Constantly 66-100%

SITTING: Rarely.

STANDING/WALKING: Constantly on a variety of surfaces (carpet, tile, granite, etc.)

CROUCHING (BENDING AT KNEES): Constantly. Lifting and completing tasks performed at low levels.

KNEELING/CRAWLING: Frequently. Lifting and completing tasks performed at low levels.

STOOPING (BENDING AT WAIST): Constantly. Lifting and completing tasks at different levels.

TWISTING/TURNING AT KNEES, WAIST & NECK: Constantly.

CLIMBING: Occasionally.

LEG/FOOT USE: Constantly.

REACHING (OVERHEAD/EXTENSION): Constantly. Lifting and completing tasks at different levels.

HANDLING/GRASPING: Constantly.

FINGERING/FEELING: Constantly.

PUSHING/PULLING: Constantly. Pushing carts down hallways.

LIFTING/CARRYING: Frequently lifting/moving up to 10 pounds. Occasionally lifting/moving up to 30 pounds.

SPEECH REQUIREMENTS: Constantly required to speak to others in person and on the telephone in English. Bilingual preferred.

HEARING REQUIREMENTS: Constantly required to listen to others in person and on the telephone in English. Bilingual preferred.

VISION: Constantly required to see up close and ability to adjust focus. Occasionally required to see distances.

The Hilton DC National Mall provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to alesia.green@hiltondcnationalmall.com or call 202-484-1000 to let us know the nature of your request.

Team Player - Works well as a member of a group

Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Technical/other training of Hospitality Management (preferred)

Union experience (preferred)
Hotel experience (preferred)