Essential Job Functions
Supervises daily shift operations and ensures compliance with all housekeeping policies, standards and procedures.
* Responsible for training and auditing of the villa maids and Housekeeping Supervisor.
* Ensures safe work practices and compliance with loss prevention policies and procedures.
* Works efficiently with the Engineering Department in relation to guest room maintenance.
* Responsible for the maintenance of the general cleaning program.
* Performs Manager on Duty shifts if required.
Managing Housekeeping Operations
* Attends all pertinent meetings.
* Ensures knowledge and understanding of all housekeeping policies and trains housekeeping associates.
* Oversees all lost and found procedures.
* 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. Manages linen inventory and guest supplies and does weekly inventory counts of fast rotating supplies.
* Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
* Works effectively with the Engineering department on guest room maintenance needs.
* Ensures all associates have proper supplies, equipment and uniforms.
* Assists in supervising an effective inspection program for all guestrooms and public space.
* Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
* Opens and closes the house performing the rooms coordinator role if required.
Ensuring Exceptional Customer Service
* Handles guest issues and complaints seeking assistance from superior as necessary.
* Assists in the review of guest satisfaction results with associates.
* Empowers associates to provide excellent customer service within guidelines.
Assistant Housekeeping Manager
Conducting Human Resources Activities
* Supports training initiatives for all current and new associates.
* Participates as needed in the investigation of associate accidents.
* Communicates performance expectations to Housekeeping associates in accordance with job descriptions for each position and monitors progress.
* Coaches, counsels and encourages associates.
* Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
* Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met.
* Communicates areas in need of attention to staff and follows up to ensure understanding.
* Participates as needed in the interviewing and hiring of Housekeeping associates with appropriate skills.
* Handles associate progressive disciplinary procedures as required.
* Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.
* Sets a positive example for guest relations.
* Participates in the associate performance appraisal process, giving feedback as needed.
* Actively participates on elaborate and complete the associates annual trainings program and program for “new hire”.
Management Competencies
* Leadership Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values.
* Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
* Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
* Managing Execution - Driving for results by setting high standards of performance and monitoring progress toward goals.
* Proactively Taking Action And Going Beyond What Is Required
* Building Relationships - Coworker Relationships and Customer Relationships; Fostering Inclusion.
* Generating Talent and Organizational Capability - Talent Management and development guidance.
* Learning and Applying Personal Expertise - Technical Acumen and operating knowledge across housekeeping domains.
Job Qualifications
* High school graduate or equivalent.
* Fluent in Spanish and English. German a plus.
* Demonstrated operational experience with results or 2-3 years’ experience in supervising housekeeping groups of 15+.
* Ability to coordinate multiple activities and to interact with guests and employees.
* Detail oriented; strong organizational skills; willing to relocate/career oriented; good communication skills; self motivated and a good team player.
Physical Job Requirements
* Frequent bending, kneeling and stooping, lifting up to 20kg, climbing ladders and up to 5 floors of stairs.
* Good visual observation; resistance to inclement weather conditions (heat and humidity); calm under pressure.
* Walking and working outside of air controlled areas.
Marginal Job Functions
* Perform other duties as required to meet the needs of the department or as instructed by Management.
Other
* Be punctual and wear the name tag at all times during working hours.
* Perform all tasks in a timely manner ensuring deadlines are met.
* Perform other related tasks as assigned by management.
* Comply with MVCI policies and procedures.
* Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
* Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
* Maintain a working knowledge of all MVW product lines.
* Maintain computer systems knowledge (MS Office, email, etc).
* Work with all MVCI colleagues as a team, supporting the needs within that team and those of the business at all times.
* Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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