Direct and control the Housekeeping and Laundry operations of Resorts World Bimini and Hilton Resorts World Bimini while supporting management and team members to achieve the overall goals of the company.

Duties and Responsibilities

• Develop, enforce and maintain room cleanliness and appearance standards of Resorts World Bimini and Hilton @ Resorts World Bimini.
• Conduct daily inspections of rooms ensuring that department and company standards are maintained and any variances are addressed and corrected in a timely manner.
• Inspect all VIP rooms, ensuring any deficiencies are corrected prior to arrival.
• Ensure required linens are supplied to all relevant outlets within established timelines.
• Provide performance feedback to all Housekeeping and Laundry team members.
• Liaise with Human Resources to carry out performance appraisals and when necessary, disciplinary action.
• Provide timely and accurate reporting to upper management.
• Maintain par stocks of linen, guest supplies, cleaning chemicals and inventory controls.
• Provide formal and informal training, coaching and counseling to all direct reports.
• Support existing housekeeping and laundry systems and develop and implement new systems/processes as needed.
• Ensure that gratuity is assigned and distributed accurately on a daily basis.
• Ensure proper maintenance of all housekeeping and laundry equipment, facilities and vehicles.
• Coordinate with Purchasing department to establish and select new vendors and products.
• Coordinate with Finance department to establish and maintain Housekeeping budget.
• Coordinate with Human Resources department on hiring, separation, labor issues and any other HR related matters.
• Design, implement and execute training programs for all Housekeeping and Laundry team members.
• Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.
• Establish and maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
• Ensure guest privacy and security by correctly following property procedures.
• Monitor work orders and submit to Engineering according to hotel procedures.  Follow up on work orders to ensure completion.
• Conduct pre-shift meetings for Housekeeping and Laundry team members.
• Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Carry a radio at all times.  Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
• Manage and organize large turn days (including group check-ins or check-outs).
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Maintain constant communication with Guest Services regarding room status.
•  Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
• Establish and maintain key control system.
• Review Housekeeping and Laundry log book and Guest Request log on a daily basis.
• Properly store, secure and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects on a scheduled basis.
• Assume duties of direct reports when necessary.
• Perform other duties assigned by management

Qualifications

• Four year degree in Business Administration or related field preferred
• Minimum of five years experience in a similar management capacity
• Relevant professional certifications
• Previous experience managing a team of housekeeping employees through motivation, coaching and development
• Previous experience operating a resort/hotel laundry facility supporting a minimum of 500 rooms/villas
• Ability to anticipate customer needs, change goals and direction quickly
• Working knowledge of rooms management systems
• Advanced knowledge of Housekeeping process and procedures
• Ability to maintain a budget
• Proven excellence in customer service
• Proven comfort and experience interacting effectively with all levels of management guests, associates, and clientele, both inside and outside of the organization
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
• Effective at listening to, understanding, and clarifying concerns raised by employees and guests
• Ability to multitask and prioritize departmental functions to meet deadlines
• Ability to maximize efforts towards productivity, identify problem areas and assist in implementing solutions
• Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Ability to maintain confidentiality of information

Working Conditions

• Flexible work shifts required
• Ability to work outdoors in a dusty environment and typically hot and humid climate during summer months and relatively cold climate during winter months
• Long hours sometimes required

Physical Requirements

• Lifting or positioning of furniture, lamps, sofa bed and beds
• Some bending in order to demonstrate or cleaning areas of the room and villa
• Excessive walking and stair climbing

Able to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects