Guest Experience Manager - Housekeeping

The Housekeeping Manager leads the daily operations of the housekeeping team including Reception and Lost & Found. This individual works with Guests, Cast Members, external service providers, the local community, and partners daily to provide a seamless arrival experience and delivery of clean and ready rooms for guest arrival. To aid them, they use a complex property management system and other multi-functional hotel/guest services systems.

You will report to the Executive Housekeeper.

Responsibilities/You Will:
Exercise leadership - Lead a team of hourly Housekeeping Cast Members while focusing and delivering on safety, courtesy, show and efficiency. Recognize and coach a diverse team of Cast Members.
Conduct regular meetings with Cast Members to communicate relevant information.
Ensure a seamless arrival experience for Guests.
Manage the Housekeeping Operations – You will spend up to 80% of each day working in the operating area and working with Guests and Cast Members. Make daily operational decisions that benefit Guests, Cast Members and the business.
Support training - Maintain current training proficiencies and confirm training and recertification completed by Cast Members.
Position for success - Support local projects and anticipate/address potential impacts to the Guest and Cast experience.
Partner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth daily operations.
Monitor daily staffing levels and forecast labor coverage needs based on business demand.
Exceed guest expectations that yield results and positive guest feedback.
Partner with the Front Office team to ensure delivery of clean and ready rooms for guest arrival.

Basic Qualifications/You Will Have:
Minimum 3 years of Front Desk or Housekeeping leadership/managerial experience.
Demonstrated leadership experience with the ability to function in a team. environment. Hold self and others accountable, and the ability use partnership and networking skills to resolve conflict and problems.
Experience leading a multicultural team and passion for developing others
Experience partnering with fellow Cast Members to move the operation forward to the next level of excellence.
Experience understanding the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.).
Demonstrated skills to inspire and effect change.
Effectively communicate with empathy in written and verbal form.
Demonstrated organization, multi-tasking and time management skills with attention to detail.
Demonstrated skills to see responsibilities through to completion.
Maintain positivity and a cast focus to engage and develop a diverse, multi-lingual team.
Proficient in basic computer functions necessary to operate in a Windows environment and adapt to new technology.
Availability to work a flexible work schedule, including weekends, variable shifts and holidays.

Preferred Qualifications:
Previous experience with Opera Property Management System or related property management systems.
Previous experience working in a housekeeping role or knowledge of chemicals, materials, cleaning technique and equipment.
Experience in a Forbes rated hotel or equivalent.
Demonstrated multilingual skills.
Prior leadership experience in a unionized environment.
Required Education:
High school diploma or equivalent.