Title: Housekeeping Manager
Department: Rooms / Housekeeping
FLSA Status: Exempt
Scope of Position:
Housekeeping Manager assists in maintaining the highest standards at the hotel's guest rooms, restaurants, and public areas in terms of cleanliness and housekeeping service delivery. Responsible for consistently delivering the Hyatt cleanliness standards and assuring the highest levels of product, maintenance, and care.
Position Qualifications and Requirements:
Education & Experience:
• High school diploma or equivalent experience in lieu of.
• Minimum of three (3) years-of experience in full-service hotels and full understanding of housekeeping overall department functions.
• 2 years of supervisory experience
• Bilingual in Spanish preferred
Physical Demands:
• Flexible Schedule – ability to work long hours, weekends, holidays.
• Ability to stand for long periods of time, sometimes for the entire shift.
• Ability to move quickly about the property to the various departments.
• Must work well in highly stressful situations to effectively lead, provide guidance to guests and staff or resolve concerns or other critical issues.
Required Capabilities
• Proficient in various computer systems to include Microsoft products, Outlook and guest reservations systems.
• Must be able to lead by example and follow SW Hotel standards and policies.
• Must be able to convey information and ideas clearly, both oral and written.
• Must have the ability to lead, provide direction and guidance to staff, other department peers and or as needed to provide information about department performance, needs, etc.
• Must be able to effectively address concerns with department staff, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests and ensure a successful resolution.
• Must be able to prioritize departmental functions and assign work to department staff to meet due dates and deadlines.
• Must be able to collaborate with other department leaders/managers and members of the Executive Committee.
• Must be able to multi-task and plan work for the day, week and month for self and others.
• Inspects the level of cleanliness in guest rooms, storage areas, laundry areas, restrooms and public areas.
• Assists in scheduling staff according to standards and forecasted occupancy; assigns daily work tasks to employees.
• Assists in the ordering and receiving of linen and cleaning supplies to maintain appropriate inventory levels necessary for efficient operation of the department; assists with monthly linen and supply inventory.
• Ensures the completion of the Housekeeper’s Report and communicates clean and available rooms to the Guest Services Department.
• Documents and communicates maintenance requests to the Engineering Department to ensure hotel service quality standards are met.
• Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Conducts training classes regarding safety, security, department procedures and service guidelines.
• Fulfills Manager on Duty shifts.
• Ensures hotel is in compliance with all federal, state and local laws, including OSHA, EEOC, Wage Hour and Health laws.
• Regular attendance is required in compliance with SW Hotel standards, as required by scheduling, which will vary according to the hotel business needs. Flexible schedule to meet hotel business demands that may include nights, weekends and holidays.
• Assist the Director of Housekeeping in providing direction, instructions and make decisions to ensure a smooth operation of department functions.
• Assist the Director of Housekeeping in the overall hiring, scheduling, leadership, organizing of activities, employment recognition, etc. of the Housekeeping Department.
• Must, at all times, be attentive, friendly, helpful and courteous to all guests, manners, and other associates.
• Inspect the work and performance of other housekeeping attendants, inspectors, housepersons, and lobby attendants. Will provide overall guidance and feedback to ensure work activities are properly completed and will communicate to Director for housekeeping/Management any additional concerns that need to be addressed.
• Attend mandatory safety and other training meetings as required.
• Performed any and all other duties as assigned
Reports to: Director of Housekeeping
Read LessTitle: Front Desk Agent
Department: Rooms
FLSA Status: Non-Exempt
Shifts: Varies/PM
Scope of Position:
The Guest Service Agent is responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner, by checking guests in and out of the hotel. They provide a welcoming attitude and are proficient in all service questions and requests. Also responsible for collecting monies for services rendered during a guest’s stay.
Position Responsibilities and Qualifications:
Education & Experience:
High School diploma or equivalent and some customer service experience preferred.Strong Computer skills and financial knowledge preferred.Physical Demands:
Long hours sometimes required, including nights and weekends.Light work-Exerting up to 30 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Ability to be on your feet throughout most of the entire shift.Required Capabilities
Must be able to convey information and ideas clearly, both oral and written.Must work well in stressful, high-pressure situations.Must be able to evaluate and select among alternative courses of action quickly and accurately.Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.Must be able to prioritize departmental functions to meet due dates and deadlines.Must be able to work with and understand financial information and data, and basic arithmetic functionHandle departmental accounting of monies, receipts, guest accounts and other forms of credit; post all charges; complete cashier’s report, and prepare deposit.Balance bank daily.Issue, control and release guest safe-deposit boxes.Follow company policies and procedures.Complete all side work and cleaning duties per standards.Confirm credit and payment method at check in and confirm full payment at check out.Review rooms inventory and House Count for availability and rates.Maintain and understand special guest programs and franchise related programs.Conduct daily bank drop with a witness and according to standards.Run daily arrival report and identify any special requests.Maintain a clean and organized work area at all times.Maintain proper key control on a daily basis. Distribute faxes, packages, and mail to guests for delivery or inform guest of receipt as necessary.Distribute billing reports to hotel outlets.Block large group check ins, motor coach tours and inform Housekeeping of any changes.Check with Management prior to end of shift.Have thorough knowledge of outside venues and directions to each.Full understanding of the Front Desk system for all guest services.Perform other duties as requested by management.Attend meetings/training as required by managementReports to: Director of Revenue Management/Front Office Operations & Assist Front Desk Managers/Supervisors
Read LessTitle: Cashier
Department: Food & Beverage
FLSA Status: Non-Exempt
Shifts: Varies AM/PM
Scope of Position:
Education & Experience:
• High School diploma or GED certification and/or experience in a hotel or a related field preferred.
• Solid financial and computer skills needed.
• Strong cash handling experience is preferred.
Physical Demands:
• Long hours sometimes required, including nights and weekends.
• Light work-Exerting up to 30 pounds of force occasionally, and /or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to be on your feet throughout the entire shift.
Required Competencies
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Process take-out orders; answer room service phone and process room service orders; practice suggestive selling techniques for all.
• Receive customer payment from servers and process transactions on cash register as outlined in the cash and charge procedures; give correct change.
• Verify correct room charges while customer is on hand.
• Balance cash drawer at close of shift; complete all opening/closing paperwork; document voids on void balance sheet.
• Assist Buspersons in clearing, cleaning and setting tables as necessary.
• Respond quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.
• Complete all side work and cleaning duties per standards.
• Be familiar with the organization of the restaurant, lounges, and Room Service and know the function and hours of each.
• Have a good knowledge of menus and current specials in applicable departments.
• Prepare cashier report and balance bank at end of shift.
• Prepare and complete servers’ and service attendants’ tip report, if appropriate.
• Be attentive of guests’ needs and assist in providing a pleasant dining experience.
• Ensure correct lighting and temperature in the outlet and inform management of any changes that are needed.
• Properly take reservations for all outlets and include all necessary information.
• Answer the phone according to standards, and communicate effectively and courteously over the telephone.
• Have a complete knowledge of the standards of service for receiving a room service order.
• Perform other duties as requested by management.
• Attend all training/meetings as required by management.
Reports to: Outlets/Restaurant Manager, Assistant Outlets/Restaurant Manager
Title: Housekeeping Attendant
Department: Rooms/Housekeeping
FLSA Status: Non-Exempt
Shifts: AM/Varies
Scope of Position:
The Housekeeping attendant will be responsible for providing a variety of functions in the housekeeping department while providing the highest quality of service to guests in an attentive, courteous and efficient manner. The housekeeping functions include: cleaning of guest rooms in a timely manner, complying with room amenities according to brand standards and assisting with guests requests, performing laundry duties, which include washing, drying, ironing, and/or folding hotel linen for use by departments, and maintaining cleanliness for back of the house and general appearance of public areas and assisting other housekeeping attendants to ensure there is enough supply of guest room materials and linen count.
Position Responsibilities and Qualifications:
Education & Experience:
• High School diploma or GED certification helpful or experience in a hotel or a related field preferred.
• Bi-lingual desired.
• Previous hotel or industrial experience desired, preferably in full-service hotels
• Experience in hotels working in various assignments within the same or other departments preferred
Physical Demands:
• Long hours sometimes required, including nights and weekends.
• Medium Work - Exerting up to 50 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to be on your feet throughout the entire shift.
Required Capabilities
• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in stressful, high-pressure situations.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
• Must be able to prioritize departmental functions to meet due dates and deadlines.
• Must be able to work with and understand financial information and data, and basic arithmetic function.
Responsibilities may include any and all of the following:
• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Regular attendance is required in compliance with SW Hotels standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include a clean, pressed uniform and correct nametag when working.
• Comply at all times with SW Hotels standards and regulations to encourage safe and efficient hotel operations.
• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
• Clean and service assigned guest rooms in a timely and organized manner according to procedures and standards.
• Notify guest services (front desk) when service is complete so rooms may be sold, per standards.
• Report any room unable to be serviced within appropriate time standards to supervisor.
• Report needed repairs or unsafe conditions to supervisor.
• Respond to requests from guests, supervisors or management in a timely and efficient manner.
• Maintain linen cart and supplies in a neat and organized manner and to department standards.
• Maintain security of equipment, keys and supplies issued each day.
• Adhere to par stocking of items; avoid overstocking of items.
• Report lost and found articles to supervisor.
• Report low par stock items immediately to Housekeeping Supervisor.
• Follow procedures for team cleaning and self-inspecting program, if applicable.
• Be familiar with all fire extinguishers and locations on guest room floors.
• Knowledgeable of fire and other safety procedures, including those for HazCOMM, BloodeBorne Pathogen, Fire Safety procedures and heavy lifting techniques.
• Follow company policies and procedures.
• Report any observed suspicious behavior to Supervisor immediately.
• Thoroughly clean and restock assigned guest rooms per hours assigned.
• Complete all pre-cleaning duties including but not limited to guest supplies, cleaning supplies, and linen for housekeeping cart set up.
• Keep all hallways, public areas and closet clean neat swept and vacuumed.
• Prepare housekeeping cleaning cart for next day use.
• Attend meetings/training as required by management.
• Perform other duties as requested by management.
Reports to: Director of Housekeeping, Assistant Director of Housekeeping, or Housekeeping Supervisor
Title: Housekeeping Attendant
Department: Rooms/Housekeeping
FLSA Status: Non-Exempt
Shifts: AM/Varies
Scope of Position:
The Housekeeping attendant will be responsible for providing a variety of functions in the housekeeping department while providing the highest quality of service to guests in an attentive, courteous and efficient manner. The housekeeping functions include: cleaning of guest rooms in a timely manner, complying with room amenities according to brand standards and assisting with guests requests, performing laundry duties, which include washing, drying, ironing, and/or folding hotel linen for use by departments, and maintaining cleanliness for back of the house and general appearance of public areas and assisting other housekeeping attendants to ensure there is enough supply of guest room materials and linen count.
Position Responsibilities and Qualifications:
Education & Experience:
• High School diploma or GED certification helpful or experience in a hotel or a related field preferred.
• Bi-lingual desired.
• Previous hotel or industrial experience desired, preferably in full-service hotels
• Experience in hotels working in various assignments within the same or other departments preferred
Physical Demands:
• Long hours sometimes required, including nights and weekends.
• Medium Work - Exerting up to 50 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to be on your feet throughout the entire shift.
Required Capabilities
• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in stressful, high-pressure situations.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
• Must be able to prioritize departmental functions to meet due dates and deadlines.
• Must be able to work with and understand financial information and data, and basic arithmetic function.
Responsibilities may include any and all of the following:
• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Regular attendance is required in compliance with SW Hotels standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include a clean, pressed uniform and correct nametag when working.
• Comply at all times with SW Hotels standards and regulations to encourage safe and efficient hotel operations.
• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
• Clean and service assigned guest rooms in a timely and organized manner according to procedures and standards.
• Notify guest services (front desk) when service is complete so rooms may be sold, per standards.
• Report any room unable to be serviced within appropriate time standards to supervisor.
• Report needed repairs or unsafe conditions to supervisor.
• Respond to requests from guests, supervisors or management in a timely and efficient manner.
• Maintain linen cart and supplies in a neat and organized manner and to department standards.
• Maintain security of equipment, keys and supplies issued each day.
• Adhere to par stocking of items; avoid overstocking of items.
• Report lost and found articles to supervisor.
• Report low par stock items immediately to Housekeeping Supervisor.
• Follow procedures for team cleaning and self-inspecting program, if applicable.
• Be familiar with all fire extinguishers and locations on guest room floors.
• Knowledgeable of fire and other safety procedures, including those for HazCOMM, BloodeBorne Pathogen, Fire Safety procedures and heavy lifting techniques.
• Follow company policies and procedures.
• Report any observed suspicious behavior to Supervisor immediately.
• Thoroughly clean and restock assigned guest rooms per hours assigned.
• Complete all pre-cleaning duties including but not limited to guest supplies, cleaning supplies, and linen for housekeeping cart set up.
• Keep all hallways, public areas and closet clean neat swept and vacuumed.
• Prepare housekeeping cleaning cart for next day use.
• Attend meetings/training as required by management.
• Perform other duties as requested by management.
Reports to: Director of Housekeeping, Assistant Director of Housekeeping, or Housekeeping Supervisor
