7638
Job Title: Director of Services (Housekeeping)
Area of Interest: Housekeeping & Laundry
Position Type: Full Time - Regular
Hourly/Management: Management
Location/Property: Marriott Grand Residence Club
Property Description URL: _Marriott Grand Residence Club,47 Park Street - Mayfair_
City/Town: London
State/Province: United Kingdom
Country: United Kingdom
Shift: Variable Shifts
Job Description: "
Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
*JOB SUMMARY*
The Site Leadership Team Member responsible for managing Housekeeping Operations and achieving the overall performance standards of the property in areas of cleanliness and sanitation. Effectively manages areas of responsibility: Housekeeping and Laundry functions and staff, to ensure property guest rooms, public space and employee areas are clean and well maintained. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department and maximize the financial performance of the Housekeeping department. Ensures that standards and procedures are being followed.
Serve as the property Manager on Duty and oversee all property operations, ensuring that the highest levels of hospitality and service are provided. Represent property management in resolving any guest or property related situation.
*CANDIDATE PROFILE*
*Education and Experience*
* High school diploma or equivalent required; solid experience gained from working in the Housekereping or related professional area.
OR
* Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; proven experience in the Housekeeping or related professional area.
*CORE WORK ACTIVITIES*
*Leading Housekeeping Team*
* Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
* Encourages and builds mutual trust, respect, and cooperation among team members.
* Serves as a role model to demonstrate appropriate behaviors.
* Supervises and manages associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence.
* Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
* Ensures recognition of associates is taking place across areas of responsibility.
* Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
* Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility. Maintains an ongoing associate recognition program.
*Managing Housekeeping Operations*
* Maintains strong working relationship with Front Office, Engineering and Food & Beverage to ensure effective communications for operational issues.
* Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
* Inventories stock to ensure adequate supplies.
* Ensures guestrooms, public space and employee areas are cleaned according to operating standards.
* Ensures compliance with all housekeeping policies, standards and procedures.
* Initiates and maintains an effective inspection program including rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.
*Financial Management*
* Supervises and approves the budgeting and ordering of guestroom and cleaning supplies.
* Understands the importance of department's operation on the overall property financial goals and educates staff on details as appropriate.
* Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
* Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
* Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals. Ensure the team properly codes invoices. Action the payment process for the department's invoices, utilizing appropriate controls and monitoring of departmental expenditures.
* Conducts regular internal audit self-assessments for Housekeeping operations, to ensure compliance with accounting policies, procedures and controls.
* Prepares period end P&L critiques.
* Liaise with the General Manager on the Housekeeping budget preparation process.
*Ensuring Exceptional Customer Service*
* Responds to and handles guest problems and complaints effectively.
* Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
* Empowers employees to provide excellent customer service.
* Develops goals and expectations for direct report managers.
* Celebrates successes and publicly recognizes the contributions of team members.
* Reviews employee satisfaction results to identify and address employee problems or concerns.
* Communicates expectations, recognizes performance, and produces desired business results.
*Conducting Human Resources Activities*
* Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.Interviews and hires manager and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation ensuring ‘the right people are put in the right positions."
* Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
* Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform and excel in their duties.
* Establishes goals and objectives for all areas of responsibility.
* Communicates performance expectations in accordance with job descriptions for each position and monitors progress; provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
* Implements, maintains and reports out on the customer recognition/service program, communicating and ensuring the process.
* Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
* Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform and excel in their duties.
* Ensures self and direct report managers attend appropriate core training classes.
* Administers the performance appraisal process for direct report manager(s) and hourly associates according to Standard Operating Procedures.
* Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
* Solicits associate feedback, utilizes an "open door" policy, and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably. Constantly strives to improve associate retention. Brings issues to the attention of Human Resources as necessary.
* Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
* Directs staff to strive for continuous improvement in all areas of responsibility.
* Manages associate progressive discipline procedures for Housekeeping associates. Ensure that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance, and produces desired business results.
* Understands and complies with the Health & Safety policies and procedures for the Housekeeping operations.
* Ensures MVW policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
*Additional Responsibilities*
* Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
* Analyzes information and evaluating results to choose the best solution and solve problems.
* Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
* Identifies and analyzes Housekeeping operational challenges and facilitates the development of solutions to prevent reoccurrence.
* Communicates any variations to the established norms to the appropriate department in a timely manner.
* Participates as needed in the investigation of associate and guest accidents.
* Performs Housekeeping duties in high demand times.
* Performs other duties as assigned to meet business needs
*MANAGEMENT COMPETENCIES*
*Leadership*
* *Adaptability*- Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment.
* *Communication*- Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action.
* *Problem Solving and Decision Making*- Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
* *Professional Demeanor*- Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
*Managing Execution*
* *Building and Contributing to Teams*- Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
* *Driving for Results*- Focuses and guides others in accomplishing work objectives.
* *Planning and Organizing*- Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements self and/or others to accomplish goals and ensure work is completed.
*Building Relationships*
* *Coworker Relationships*- Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
* *Customer Relationships*- Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.
* Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
*Generating Talent and Organizational Capability*
* *Organizational Capability*- Evaluates and adapts the structure of organizational units, jobs, and work processesto best fit the needs and/or support the goals of an organizational unit.
* *Talent Management*- Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
*Learning and Applying Professional Expertise*
* *Applied Learning*- Seeks and makes the most of learning opportunities to improve performance of self and/or others.
* *Business Acumen*- Understands and utilizes business information (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
* *Technical Acumen*- Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
o *Cleaning Materials, Equipment, and Techniques*- Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment.
o *Housekeeping Tracking and Inventory*- Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintain inventory systems or logs, and basic cart care.
o *General Housekeeping*- Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness.
o *EIWO (Everything In Working Order)*- The ability to inspect and identify guest room components (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies. This includes reporting procedures.
o *Environmental Sustainability*- Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs.
o *Preventative Maintenance*- Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
o *Purchasing and Materials Management*- Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.
* *Basic Competencies*- Fundamental competencies required for accomplishing basic work activities.
o *Basic Computer Skills*- Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o *Mathematical Reasoning*- Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o *Oral Comprehension*- Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o *Reading Comprehension*- Demonstrates understanding of written sentences and paragraphs in work-related documents.
o *Writing*- Communicates effectively in writing as appropriate for the needs of the audience.
/Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture./"