Assistant Housekeeping Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Works in conjunction with the Housekeeping Director to coordinate, schedule, and supervise the day-to-day activities of the stateroom, public areas, open decks housekeeping function.
• Directs, coaches, supports, supervises, and evaluates (in conjunction with the Housekeeping Director) the performance of all direct reports.
• Manages the assignment of duties, responsibilities, and workstations to staff.
• Develops, observes and evaluates staff and work procedures to ensure quality standards and service are met.
• Presents overtime needs to Housekeeping Director for final approval.
• Collaborates with the Housekeeping Director to review the requirements of the day’s schedules, guest requirements, guest comments and other related details.
• Performs daily meetings with staff to review changes and/or revisions to programming based on itinerary, weather conditions, demographics, etc.
• Responds to guest concerns in a considerate, professional, and positive manner by showing empathy and listening actively.
• Takes ownership of guest concerns by following up and ensuring complaints are resolved to the guest’s satisfaction.
• Conducts ten stateroom inspections daily and one stateroom in each section during embarkation day to ensure that company standards are followed and maintained continuously.
• Responsible for attending meetings, training activities, courses and all other work-related activities as needed.
• Responsible for Sanitation Logs, SQM Logs.
• Performs inventories of linen, amenities etc. once a month or as often as needed.
• Conducts/oversees on-the-job training with new hire SA and DKAT/SAT/ESAT/CCL on cross training.
• Responsible for cost containment through the proper use, handling and maintenance of records, reports, supplies and equipment.
• Creates and sends requisitions, views request estimates for product replacements, supplies, purchases, etc. and forwards to the Housekeeping Director for final approval.
• Conducts constant workstations/locker inspection to ensure items are correctly stored to minimize deterioration and waste.
• Mentors, develops, motivates, disciplines, and supplies on-the-job training for staff to strengthen their current performance and preparation for future advancement.
• Meets with staff regularly to review the requirements of the day’s schedule, guest requirements and disseminates any other company related correspondence, notices, policies, procedures, training etc.
• Reviews schedule to estimate time requirements to ensure speed and efficiency.
• Monitors and manages the various assigned workstation functions.
• Observes and evaluates staff and work procedures to ensure quality standards and service are met.
• Makes recommendations about personnel actions such as new hire requests and discharges, to ensure adequate and continuous staffing.
• Inspects workstations, work areas, equipment, etc. to ensure efficient service and conformance to standards.

Qualifications:

• One to two years housekeeping supervisory experience in an upscale hotel, resort, or cruise line (shipboard experience preferred).
• Minimum one to two years previous cleaning experience, preferably in an upscale hotel, resort, or cruise line (shipboard experience preferred).
• Knowledge of proper cleaning techniques, requirements and use of equipment.
• Knowledge of proper chemical handling.
• Ability to use customer service skills by exercising authority and discretion to satisfy guests in a manner consistent with Pillars of Safety, Service and Style Standards.
• Exceptional management skills in a multicultural and dynamic environment.
• Exceptional communication, problem solving, decision making and interpersonal skills.
• Superior customer service, teambuilding, and conflict resolution skills.
• Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.
• Strong planning, coaching, organizing, staffing, controlling, and evaluating skills.
• Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the entire housekeeping operation.
• Ability to communicate diplomatically with department heads, coworkers, and other shipboard crewmembers to resolve problems and negotiate resolutions.
• Knowledge of policies and practices involved in the human resources function.
• Ability to manage the international staff in a positive and productive manner by motivating, developing, and managing employees as they work.
• Ability to use and administer the disciplinary action process through coaching and counseling to improve performance or terminate employment.
• Working knowledge of computers, Internet access, and the ability to navigate within a variety of software packages such as Excel, Word, or related programs.
• Completion of high school or basic education equivalency needed.