Guest Service Executive Jobs in Raleigh, NC (NOW HIRING)

Job title:  Executive Housekeeper

Reports to:  General Manager

Job purpose

The Executive Housekeeper is at the core of hotel operations.  The primary duty of the Executive Housekeeper is to ensure the cleanliness and orderliness of all hotel rooms and public areas.  The Housekeeping department has a dramatic impact on the overall reputation of the hotel and is therefore critical to the hotel’s overall success.  

Duties and Responsibilities

Operational Responsibilities

• Manage the daily activities of the Housekeeping department to include appropriate cleaning of all guest rooms, guest room corridors, lobby, public restrooms, meeting rooms and offices.

• Provide daily cleaning assignments to room attendants.

• Manage staffing fluctuations and identify staffing needs.

• Plan, organize and direct team members to ensure the highest degree of guest satisfaction.

• Maintain par stock of guest supplies, cleaning supplies, linen and uniforms.

• Responsible for the ordering of all guest supplies, cleaning supplies, linen and uniforms.

• Ensure that all housekeeping supplies are securely stored and are issued as needed, to the housekeepers by either the Director of Housekeeping, Assistant Director of Housekeeping or a Housekeeping Supervisor/Inspector.

• Ensure that all storage rooms are neat, clean and orderly at all times.

• Monitors guest service scores and guest comments and addresses any issues immediately.

• Adhere to all brand standard cleaning procedures.

• Stay up to date on all brand standard training.

• Ensure that all team members have been properly trained and are consistently following service standards and procedures.

• Consistently inspect guest rooms and public areas to ensure proper cleaning standards.

• Develop and execute incentive programs that promote department moral.

• Be available to hotel staff at all times in case of an emergency.

• Complete weekly department schedule and turn in to General Manager for approval.

• Review guest comments and concerns with team members.

• Develop specific goals for department along with action plan to accomplish goals.

• Actively participate in the Manager on Duty program.

• Conduct daily walk through to ensure that all equipment is functioning properly and that any malfunctioning equipment is reported immediately to the Maintenance department.

• Participate in weekly walk through with General Manager to ensure cleanliness as well as compliance with all hotel and brand policies and standards.

Financial

• Monitor and control payroll on a daily basis.

• Achieve budgeted labor costs, other operating expenses and department profitability.

• Participate in monthly linen and guest supplies inventories.

Guest Relations

• Is proactive and demonstrates a sense of urgency when dealing with guest concerns.

• Is readily available and approachable to all guests.

• Interact with guests on a frequent basis to obtain feedback about their experience.

• Anticipate the needs of large groups or high profile guests in order to deliver flawless service.

Team Interaction

• Encourage and build mutual respect and cooperation among team members.

• Nurture an environment that encourages empowerment, motivation, teamwork and a passion for providing excellent service.

• Conduct mandatory monthly Departmental meetings.

• Communicate effectively with all property team members.

• Respond in a timely manner to Department Heads requests and concerns.

• Attend weekly Leadership Meeting conducted by the General Manager.

• Is professional and courteous towards team members at all times.

Company/Brand Policies & Procedures

• Act as brand champion for the Housekeeping department assuring that all brand standards are adhered to and that the brand culture is promoted within the department.

• Adhere to safety policies and procedures to ensure a safe working environment for all team members.

• Ensure department is in compliance with legal, safety, operations, labor, and brand product and service standards.

• Ensure that team members are properly trained and are performing to meet company/brand standards.

Human Resources

• Closely monitor and control team member turnover by being hands on within the operation to determine deficiencies, moral issues, employee concerns and to address issues with a sense of urgency.

• Perform team member evaluations in a timely manner.

• Ensure that all HR issues are addressed according to hotel policy.

• Ensure all team members are treated fairly, and with respect.

• Build rapport with team members by fostering an environment of open communication (open door policy).

• Ensure pay and benefits are appropriate for labor market.

• Celebrate the success of team members. 

Performs all other duties as requested by the General Manager

Qualifications

• Must have at least 3 years housekeeping management experience in similar size property.

• 2-4 year college degree desired.

• Must have a proven track record of motivating team members to meet and/or exceed goals and to provide the highest quality of service to our guests.

• Possess a strong understanding of budgeting, P&L analysis, inventory controls, efficient productivity.

• Ability to track and analyze department turnover trends with demonstrated ability to identify and implement corrective action steps as needed.

• Demonstrate the ability to mentor and develop team members.

• Able to professionally handle progressive disciplinary action.

• Able to work effectively and efficiently with other departments.

• Willing to work flexible hours to include weekends, holidays and late nights.

• Maintain a professional appearance at all times.

• Able to multitask and work in a fast paced environment.

Embark on an exciting hotel career with Atma Hotel Group. Associates at Atma are provided a motivating work environment with generous wages and a wide range of employee benefits. From hotel management jobs to guest-facing jobs interacting with our customers, Atma offers a variety of opportunities for job growth and exciting careers in the hospitality industry.
Although the pandemic challenged Atma Hotels over the last year, putting people first remains our top priority. We invite you to learn more about the measures we’ve taken to prioritize the safety and wellbeing of our associates and customers.
We are always looking for qualified individuals to join our teams. If you are interested in working for Atma, please contact us and be sure to include the type(s) of positions that would fit your qualifications.