Guest Experience Manager - Housekeeping

The Housekeeping Guest Experience 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.

Preferred Education:

Bachelor's degree in hospitality or a related field and or equivalent job experience.