ASST DIRECTOR - HOUSEKEEPING - TEMPORARY

*Please note this is a temporary position*

The Assistant Director of Housekeeping is required to participate in managing and directing all housekeeping job functions in the Hotel. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members.  The Assistant Director of Housekeeping must harmonize the culture, mission, values, and quality standards to ensure maximum potential is achieved. This person must also create an exceptional climate of professional and personable service that ensures the engagement of employees and guests.

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• Lead, direct, and manage all department operations. Maintain regular presence throughout the department.
• Lead the team in the absence of the Director of Housekeeping.
• Ensure that all areas of staffing are covered according to the needs of the business.
• Assist the Director of Housekeeping in the installation of new systems and procedures.
• Participate in the establishment and maintenance of inventory records.
• Participate in periodic department inventories. Recommend appropriate actions based on results of inventory reporting.
• Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure the proper handling, maintenance, storage, and security of all department equipment, linen, and supplies.
• Set and maintain standards of cleanliness. Inspect all areas of responsibility daily.
• Inspect Rooms
• Ensure that our guest accommodation and all areas front and back of house are always maintained in a spotless condition.
• Participate in the establishment and execution of detailed cleaning and preventive maintenance programs of all furniture, fixtures, and equipment.
• Ensure quality and timeliness of work performed by contracted vendors, i.e. dry cleaners, window washers, carpet cleaning, Laundry service, overnight cleaning services etc.

• Assist in the Preparation and execution of business plans to ensure the maximization of department performance.
• Assist the Director of Housekeeping in the creation and development of goals and operational strategies for operations they are responsible for and ensure that their mission is aligned with the goals and aims of Hard Rock Hotel standards. Communicate the role that each employee has in their achievement and ensure their accountability. 
• Monitor actual expenses to determine variance and assess goal accomplishments and adjust strategies and forecasts accordingly.
• Review weekly forecasts and planning of cost expenditures to correspond with forecasted occupancy and costs.
• Attract and select the best talent available from inside and outside the organization.
• Develop and implement strategies to retain staff.
• Train, coach, and counsel managers, supervisors, and employees to achieve their career goals and maximize their potential.
• Monitor /prevent HotSos escalations
• Report / action grievances along with HR team
• Monitor and evaluate staff performance and provide recognition and rewards to those who not only achieve their stated goal but exceed them.
• Promote a positive work environment for all employees and ensure all employment related processes and documentation comply.
• Conduct & ensure Sound Checks are being conducted (In absence of the Director) in the department.
• Ensure an extraordinary experience for all our guests; creating passionate loyalty for our property and Hard Rock International brand. Achieved by exceeding guest expectations through exceptional service and product quality. 
• Resolve guest complaints and implement changes to prevent future issues.
• Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
• Maintain presence in property during peak business periods.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Maintain effective relationships with guests.
• Present a professional image to employees, guests, clients, owners, and investors.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented. 
• Maintain confidentiality of guest, employee, and company information.
• Actively participant in daily operations meeting, weekly staff meeting, daily management Sound Check, Resume Meeting, and any other required meetings.
• Participation in the Manager on Duty program.
• Conduct monthly department meetings to communicate new policies and procedures, discuss service issues and successes, discuss global programs, implement new products and procedures, and discuss areas of opportunities, special events, activities, and training.
• Knowledge of Hard Rock Brand products, program, and service standards, including Forbes Standards, and ensure each are effectively maintained.
• Knowledge and enforcement of company policies, guidelines, and procedures.
• Inspects the cleaning of guest rooms and public spaces daily.    
• Oversees the Housekeeping VIP program.
• Aware and ensure that all Brand programs are executed properly in Housekeeping.
• Develops detail training guides for all positions and ensures ongoing training
• Work directly with the off-property laundry and coordinate delivery of linen and laundry to the hotel.
• Responsible for issuing and cleaning of uniforms for the Hotel.
• Ensure compliance with all Hard Rock Risk Management standards (MSDS, HazComm, OSHA, etc.).
• Maintain required pars of all housekeeping and laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
• Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
• Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that HotSOS and the REX Programs are executed to its fullest potential.
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Ensure that procedures are in place to execute and accomplish all special request: VIPs, special needs rooms, connecting rooms, sofa bed make ups, etc.
• Ensure key control system is in place.
• Ensure all occupied rooms are inspected daily and that all vacant rooms are checked daily.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

• 5+ years’ experience in hotel management. Luxury hotel experience preferred.
• 3+ years in Housekeeping management role.
• Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.
• Thorough knowledge of all matters relating to the proper administration and operation of hotel housekeeping operations.
• Experience working in a NYC Union environment or similar setting. Specifically, is both proficient in and working with the current edition of NYC CBA / IWA.

• Prior New York City work experience is a must.

SKILLS

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform complex quantitative calculations or reasoning.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, SUN, HotSOS etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, and bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
• Ability to operate potentially hazardous equipment.

ADDITIONAL REQUIREMENTS

• Deep understanding of lifestyle hotels.
• Self-starter with an entrepreneurial spirit and strong organizational skills
• Ability to work evenings, weekends, holidays, special events.