Marriott International, Inc Hiring for Housekeeping Manager Job at Dubai Full Time

JOB SUMMARY

Person is responsible for supervising and managing the daily shift operations of Housekeeping and Laundry Operations. Directs and works with associates to ensure hotel guestrooms, public space and associate areas are clean and well maintained. Assisting the Executive Housekeeper & Director of Services in ensuring guest and associate satisfaction is achieved.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai.
• Number of Direct Reports – Variable
• Titles of Direct Reports – Assistant Housekeeping Manager, Housekeeping Supervisor, Housekeeping Shift Leader, Special Projects & General Cleaning Attendant, HK Coordinator, HK Room Attendant, HK Room Attendant – Self Inspector, HK Coordinator – Admin Support, HK Intern, Laundry Supervisor, Laundry Shift Leader, Laundry Valet – Linen Attendant, Uniform Room Attendant, Tailor

CANDIDATE PROFILE

Experience:

• Work experience in Housekeeping or similar cleaning department in a leading role as Manager or Assistant Manager for at least 3 years

Skills and Knowledge

• Comprehensive knowledge of housekeeping operational procedures
• Knowledge of basic sanitation requirements/controls and applications of relevant cleaning chemicals
• Effective decision making skills
• Strong problem-solving skills
• Strong customer and associate relation skills
• Ability to effectively manage labor productivity
• Good presentation and platform skills
• Good communication skills (verbal, listening, writing)
• Strong organization skills
• Effective influence skills
• Strong consensus building skills
• Effective conflict management skills
• Good training/facilitator skills

Education or Certification

• High School Diploma or equivalent required
• Hospitality Management Degree beneficial

CORE WORK ACTIVITIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Conduct daily briefings
• Inspect daily VIP Rooms, Mobile Check in Rooms, Group rooms, previous complaint guest rooms
• Inspect daily random rooms from each Shift Leader and complete inspection forms
• Inspect daily random rooms from each Room Attendant and complete inspection forms
• Inspect daily public areas, restaurants and back of house areas
• Conduct daily walk rounds in bedrooms and public areas
• Report any defects and maintenance issues to Engineering from bedrooms and public areas
• Conduct training sessions with Associates if necessary
• Conduct 1 on 1 job chats and job appraisals
• Conduct disciplinary meetings
• Coordinate and conduct training sessions with the Shift Leaders and Supervisors on all Housekeeping Associates, maintaining training records
• Conduct training sessions on Brand Standard audit cleanliness and set up standards with all Housekeeping Associates
• Assist in monitoring departmental costs whilst using resources effectively to ensure expenses are kept to a minimum
• Assist in organizing and supervising the deep cleaning and special cleaning of rooms and public areas
• Liaise with contracting companies as required and be aware of their work specifications of all outside contractors
• Assist in the selection of equipment, products and services as necessary
• Assist and advise on the installation or change of departmental systems, procedures and processes
• Assist with the departmental recruitment process
• Assist in the preparation of the weekly roster
• Assist with guest requests, preferences and complaints
• Complete any given tasks or projects by the direct report to the best of his/her knowledge
• Drive guest satisfaction by engaging with our guests and following up on guest requests, preferences and complaints
• Drive Associate engagement by engaging with our Associates, organising and participating in departmental and team activities, train and develop all Associates
• Work AM, PM and Night shift when required
• Attends meetings and training sessions / courses that may be beneficial to you and your department on request from your line Manager
• Take correct action in the event of a fire. Demonstrates a working knowledge of fire prevention and to ensure that staff follow the hotel evacuation procedures up on hearing the alarm
• Follows all procedures set up for the protection of the environment within the hotel and grounds
• Carry out any other reasonable requests made by the Executive Housekeeper / Director of Services of Hotel Management

MANAGEMENT COMPETENCIES

• Interpersonal Skills

Diversity Relations

Customer Servicer Orientation

Team work

Interpersonal Skills

• Personal Attributes

Dependibility

Presentation

Safety Orientation

Integrity

• Communication

Communicates effectively in writing/speaking as appropriate for the needs of the audience

OTHER

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• Follow company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited Regional Office policies and procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors and Management.
• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests’ service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.