Housekeeping Department Specialist

Compensation Type: Hourly Highgate Hotels:

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location:

INN at SCHOFIELD BARRACKS

Overview:

The Housekeeping Department Specialist is responsible for assisting in management of Housekeeping, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room productivity and overall, Guest Satisfaction Scores within the Housekeeping department.

Responsibilities:

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Room assignment preparation/Inspection/PM Scheduling/Public area projects.
• Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis
• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Support with training new programs operations in and contracts.
• Motivate, coach, and discipline all housekeeping personnel according to Highgate Hotel SOP's.
• Conduct pre-shift meetings for Room Attendants and House Attendants.
• Assist in preparing employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Develop employee morale and ensure training of housekeeping department personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position competencies for Rooms division managers. Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
• Monitor oversold dates to ensure proper strategies for room readiness execution.
• Handling escalated guest situations in housekeeping department.
• Creating, monitoring and navigating public area projects.
• Tour Rooms operating departments daily, greeting employees and soliciting feedback.
• Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
• Assist in completing the monthly reforecast in partnership with Housekeeping leadership.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Monitor and ensure compliance with Highgate Hotel SOPs in Rooms and Loss Prevention.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Ensure lost and found items are tracked and returned accordingly.
• Handle VIP arrival room preparation and ensure all housekeeping duties are executed accordingly
• Assist and maintain required pars of inventories/supplies/uniforms.
• Maintain large equipment inventory and repairs.
• Attend weekly operational meetings.
• Operate all aspects of the Housekeeping computer system, including software maintenance, report generation and analysis, and simple programming.
• Assist in preparation of revenue and occupancy forecasting.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Monitor all V.I.P.'s, special guests and requests.
• Clean rooms as needed.
• Ensure overall guest satisfaction.
• Have knowledge of emergency procedures and assist as needed.

Qualifications:

Education & Experience

• At least 2 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 1 years of related experience; or a 2-year college degree and 2 or more years of related experience.
• Previous supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.

Physical requirements

• Flexible and long hours sometimes required.
• Ability to stand during entire shift.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service- oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.

Salary Range ($21.00/hr - $23.00/hr)