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Executive Housekeeping Manager - Embassy Suites Grand Rapids Downtown


Position Summary:

Responsible for the overall operations of the housekeeping and laundry departments while following Suburban Inns’ Core Values, Hilton, and Embassy Suites as well as going above and beyond to ensure that guests are 100% satisfied.


Essential Functions:

  • Report to work in uniform presented professionally, neat, and clean
  • Greet all guests in a friendly, positive manner.  Ask questions of guests and make personal connections to make them feel they are welcome and valued
  • Anticipate and meet the needs and expectations of our guests, then go one step further
  • Interview, hire, and train Assistant Executive Housekeepers, Housekeepers, and Laundry Team Members
  • Evaluate performance of Team Members as often as necessary, but at least once per year, and suggest wage increases with the GM and AGM
  • Hold Team Members accountable to the standards of employment and job performance set by the Core Values of Suburban Inns and Hilton. Discipline Team Members as needed, according to Suburban Inns’ policies
  • Schedule staff as needed based on hotel occupancies, while staying within the company budget.  Monitor Team Member hours and ensure they are using company time wisely, and for company purposes only
  • Ensure the housekeeping shifts are always covered, including weekends, holidays, call-ins, vacations, etc. making it fair for all Team Members and ensuring all job duties are covered (ordering, etc.)
  • Print off housekeeping task sheets for the day and assign to the housekeepers scheduled for the day, making note of any late checkouts
  • Communicate regularly with the front desk to ensure all early outs, late check outs, etc. are taken care of accordingly
  • Assist and supervise laundry and the cleaning of public areas
  • Inspect all due out rooms to ensure the cleanliness exceeds Suburban Inns and Hilton standards
  • □  When a problem is found in a room, the housekeeper must be sent back to correct it immediately, with guidance if needed
  • □  Inspect for safety issues and report any maintenance issues to the maintenance department
  • □  Report any special room issues (i.e. damage, smoke, pets, etc.) to the Guest Service Manager, AGM, or GM for charges to be applied
  • Check ALL vacant and inspected rooms every day, looking for any issues that need to be addressed
  • Enter all clean rooms into the computer system
  • Address Team Member issues and concerns in a timely, efficient, and professional manner. Communicate any and all concerns to the General Manager
  • Ensure compliance of all Embassy Suites / Hilton QA requirements.
  • Accurately forecast occupancies and place orders accordingly (i.e. Guest Supply, P&G, etc.) while staying within the company budget
  • Accountable for maintaining an inventory that correlates with the occupancy of the hotel.  If levels are below par, get them back to where they should be before running out of the product
  • Put away deliveries as soon as they arrive in order to ensure all storage rooms are fully stocked
  • Communicate with outside vendors to ensure products are ordered correctly, with the best possible pricing
  • Resolve all issues arising with equipment by contacting suppliers and using troubleshooting techniques
  • Maintain a positive attitude throughout the shift, and keep Team Member morale high
  • Attend manager’s meetings as requested
  • Develop and carry out a deep clean program
  • Maintain the appearance of corridors and floors and keeping them free of trash/debris
  • Clean carpets as much as needed in guest rooms and hallways
  • Update Safety Data Sheets (SDS) as often as needed
  • Must utilize the Quore system as specified by Suburban Inns.
  • Review guest surveys weekly and post with corrections, encouragement, and praise given to all staff to help improve scores
  • Exhibit regular and recurrent attendance records
  • Follow all Suburban Inns Processes
  • See Assistant Executive Housekeeper, Housekeeper, and Laundry job descriptions
  • Other duties as requested by management


Position Requirements:

Minimum Knowledge:  Requires ability to interpret / extract information and / or perform arithmetic functions.  May require typing, basic computer knowledge, record keeping, or word processing.  Good communication skills

Formal Education and Job-Related Experience:  This position requires a minimum formal education of a high school diploma and a minimum of two years job-related experience

License, Registration, and/or Certification Required: Hilton Certification training upon job acceptance


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