Assistant Director of Housekeeping - Loews Hotels Universal Orlando

Overview At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

Benefits

We offer excellent benefits and perks including one free meal per shift and free theme park access.

We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

We invest in training and development opportunities for all team members.

We promote social responsibility by being a good neighbor in the community.

We care for you, just as we care for others.

Qualifications

Minimum of three years’ experience in hospitality or relevant industry required.

Minimum of two years leadership experience in hospitality or relevant industry required.

Previous experience in Housekeeping preferred

Previous experience with property management systems preferred (HOTSOS, REX, PMS, OPERA).

Excellent Guest Service skills required

Bachelor’s Degree or relevant work experience preferred

Ability to communicate effectively in English verbally and written with team members, leaders and guests required.

Ability to regularly push, pull, lift up to 50 lbs

Must be able to work a flexible schedule, nights, weekends and holidays as required.

Job Specific

Responsible for the smooth, efficient, cost effective operation of the Housekeeping Department including labor management, inventory control, and the development and maintenance of a positive and supportive work environment and inter/intra departmental relationships

Oversees daily assignment of duties to Housekeeping staff

Analyzes daily room turn and makes staff or procedural adjustments as necessary

Assists in the management of Housekeeping Rooms Personnel, particularly during heavy turns

Oversees daily operations of Housekeeping Department to ensure that the highest possible quality standards are consistently maintained and that service is provided in a highly professional manner

Maintains Housekeeping staffing levels to provide for optimal performance

Develops and maintains a quality assurance program for all guestrooms, storerooms, and service related to guest floors

Uses guest comment responses to design additional training programs

Inspects and evaluates physical condition of hotel daily for cleanliness and necessary repairs

Ensures removal of Room Service trays from hallways and placement in appropriate location in service landings

Responsible for overseeing the activities of Housekeeping Staff

Monitors daily payroll and takes corrective action when disparities occur or productivity drops

Assumes the duties of Director of Housekeeping in the Director’s absence

Greets and interacts with guests in an outstandingly friendly and professional manner

Works closely with Guest Services Manager to resolve all room discrepancies before the end of each day

Possesses full knowledge of all matters relating to the proper administration of the Housekeeping department

Possesses full knowledge of the specific duties, responsibilities, and skills of every member of the Housekeeping department, particularly those of the Housekeeping Manager, and performs in any capacity as needed

Maintains close contact and ensures good communication with employees

Ensures that responsive and efficient repair services are provided to satisfy guest requests

Investigates guest complaints and takes corrective measures

Encourages a positive attitude among employees and treats guests and fellow employees with courtesy and respect

Interviews and makes recommendations regarding hiring of Housekeeping personnel

Interviews and selects Housekeeping line level personnel

Provides training for employees regarding OSHA regulations, department policies and procedures, operation of equipment, and daily tasks

Provides employee safety training to prevent accidents, comply with OSHA regulations, and ensure hotel life safety

Sets agendas for training

Evaluates individual employee performance, determines areas in need of improvement or requirements for advancement, establishes goals, objectives and training needs required to attain same

Coaches, counsels, retrains personnel as needed in order to ensure acceptable performance

Responsible for projects assigned to second and third shift employees

Makes special work assignments in advance for special events such as meetings, dinners, dances, etc. that may affect the lobby staff

Coordinates departmental activities to coincide with other hotel department requirements in order to maintain the overall cleanliness of the guestrooms, public areas, and other assigned areas of responsibility

Assists Housekeeping Manager in coordinating the repair of Housekeeping equipment such as vacuums, buffers, carts, and furniture

Plans special lobby cleaning projects and ensures their completion

Coordinates lobby maintenance projects with Engineering

Plans maintenance of lobby floors

Coordinates monthly accounting for all supplies requisitioned from other departments

Attends staff meetings, Pre-Cons, Rooms Meeting and other special meetings when required

Sets agendas for Housekeeping meetings and runs meetings as needed

Schedules and implements training programs for assigned employees and attends and participates in training as needed

Prepares monthly payroll and budget forecast for public space employees

Writes and submits yearly performance appraisals for Housekeeping Staff

Counsels employees regarding both positive and negative aspects of their performance, including accidents and safety violations

Mediates disputes between employees as necessary

Keeps Director of Housekeeping informed of all matters significantly affecting the department

Keeps all other departments informed about Housekeeping operations as needed

Approves departmental schedules

In consultation with the Director, prepares master lists of general cleaning and all other cyclical projects

Periodically inventories supplies and equipment

Determines discard and maintenance regimes for each machine and equipment piece

Prepares public area staff schedules, vacation list, and payroll

Meets and interacts with outside vendors in an outstandingly professional manner

Stays current with industry related technological improvements geared toward product improvement and increased efficiency

Performs numerous responsibilities to meet time-sensitive deadlines

Ensures that responsive and efficient uniform room and repair services are provided

Prepares department purchase requisitions

Conducts periodic storeroom inventories to ensure maintenance of adequate par levels necessary to support forecasted operational requirements

Completes special projects related to housekeeping operations as assigned by the Director of Housekeeping

Establishes work routines and schedules which address the needs of the hotel and are flexible enough to respond to emergency situations and fluctuations in occupancy

Assists in the selection of employee uniforms and the determination of uniform purchase requirements

Attends required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintains communication with other departments within the hotel

Holds daily, weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental employees

Interacts with guests to solve problems and ensure satisfaction

Develops monthly usage reports for cleaning supplies and guestroom supplies

Creates and maintains control procedures for keys, radios, pagers, etc.

Creates comprehensive training programs utilizing diverse techniques

Creates Quality Assurance and Cyclical Programs

Creates Incentive/Rewards/Recognition Programs

Creates an environment in which excellent staff morale is fostered and staff retention is a priority

Ensures efficient operation of HOSTAR System

Receives the weekly inventory of cleaning and guest supplies for the hotel

Requisitions supplies needed to maintain weekly par levels

Ensures that Storeroom is kept well-stocked with all necessary supplies, and ensures that all needed supplies are ordered in sufficient time to prevent shortages

Works closely with Laundry Manager/Supervisors to ensure that Hotel linen quantity and quality needs are consistently met in a timely and efficient manner

Ensures that Housekeeping office and storeroom are kept neat and organized

Responsible for the submission of all performance appraisals for assigned employees

Evaluates changes in guest needs, the hotels guest mix and industry competitive set, to recommend appropriate product/service and operational changes necessary to ensure guest and employee satisfaction, while maintaining market dominance and exceptional financial performance

Other duties as assigned

General

Promotes and applies teamwork skills at all times

Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance

Is polite, friendly, and helpful to guests, management and fellow employees

Executes emergency procedures in accordance with hotel standards

Complies with required safety regulations and procedures

Attends appropriate hotel meetings and training sessions

Maintains cleanliness and excellent condition of equipment and work area

Complies with hotel standards, policies and rules

Recycles whenever possible

Remains current with hotel information and changes

Complies with and enforces hotel uniform and grooming standards

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