Founded in 1988, Highgate Hotels is a privately-held hotel management company with national and international investments with headquarters in Dallas, TX. ; New York, NY; Vancouver, Canada and London, England.  The company's is one of the industry's leaders in the management and marketing of a high-quality, dynamic portfolio which includes illustrious hotel brands throughout the United States, Canada and Europe such as Hilton, Westin, Hyatt, Sheraton, Doubletree, Embassy Suites, Hilton Garden Inn, Hampton Inn, Radisson, and Marriott. In addition, Highgate Hotels owns and/or manages a number of distinguished independent hotels including the notable Park Central in New York and the renowned Parc 55 in San Francisco. The company's current portfolio includes over 40 hotels globally, totaling more than 19,000 rooms, each designed to offer unique experiences for astute travelers.
   
Highgate Hotels is a fully integrated hotel company made up of over 10,000 associates worldwide with a corporate staff of over 75 associates in the areas of Operations, Human Resources, Sales, Marketing, Revenue Management, Design & Construction, Acquisitions & Development, Finance, Accounting, Tax, and Legal.

The Assistant Director of Housekeeping is responsible
for ensuring the operation of the Housekeeping
Department in an attentive, friendly, efficient and
courteous manner, providing all guests with quality
service and a clean and safe environment throughout
their stay, while efficiently managing expenses and
maximizing service levels.


DUTIES & FUNCTIONS


Fundamental Requirements:

? Employees must, at all times, be attentive, friendly,
helpful, and courteous to all guests, managers, and
fellow employees.
? 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.
? Motivate, coach, counsel and discipline all
Housekeeping personnel according to Highgate Hotel
SOP's.
? Ensure compliance to Standard of the Week training,
using the steps to effective training according to
Highgate Hotel standards.
? Maintain a regularly scheduled cleaning program (i.e.
floor care, hard cleaning, mattress flipping, etc.) and
maintain a detailed checklist for each position.
? Assist in maintaining and controlling all housekeeping
equipment.
? Assist in ensuring compliance with all corporate Risk
Management standards (MSDS, HazComm, etc.).
? Assist in conducting monthly guest supplies and
cleaning supplies inventories.
? Ensure that large guestroom turns are managed
efficiently.
? Ensure consistency with departmental opening and
closing procedures.
? Carry a pager at all times.
? Prepare and conduct Housekeeping interviews as
required and follow hiring procedures according to
Highgate Hotel SOP's.
? Develop employee morale and ensure training of
Housekeeping personnel.
? Inspect rooms daily, and ensure that some rooms are
inspected with supervisors on a daily basis.
? Assist the Director of Housekeeping in inspecting all
VIP rooms prior to arrival.
? Ensure that public areas, guest rooms and
back-of-house areas are cleaned to Highgate Hotel
standards.
? Assist in maintaining required pars of all
Housekeeping and Laundry supplies by ordering all needed
supplies and amenities on a monthly or quarterly basis.
? Assist in conducting monthly and quarterly
Housekeeping inventories on a timely basis.
? Ensure guest privacy and security through correctly
following Highgate Hotel 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 room attendants and
housemen.
? Respond to emergency situations using information
contained in MSD sheets. Keep MSD sheets current and
easily available.
? Balance and clear room status nightly; compare the
p.m. housekeeping report with the PMS room status report
and resolve any discrepancies.
? Assist in reviewing Housekeeping staff's worked hours
for payroll compilation and submit to Accounting on a
timely basis.
? Assist in preparing employee Schedule according to
business forecast, payroll budget guidelines and
productivity requirements.
? Maintain Highgate Hotel SOP's regarding Purchase
Orders, vouchering of invoices and checkbook accounting.
? Maintain a professional working relationship and
promote open lines of communication with managers,
employees and other departments.
? Ensure implementation of all Highgate Hotel policies
and house rules. Understand hospitality terms.
? Ensure sign off of all Service Standards by Position
competencies for Housekeeping staff.
? Operate pagers and 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.
? Must maintain constant communication with Guest
Services.
? Monitor and act on special requests as needed; VIPs,
special needs rooms, connecting, etc.
? Attend weekly staff meeting and provide training on a
rotational basis using steps to effective training
according to Highgate Hotel standards.
? Ensure that employees are, at all times, attentive,
friendly, helpful and courteous to all guests, managers
and other employees.
? Maintain and monitor "Lost and Found" procedures and
policies according to Highgate Hotel standards.
? Maintain key control system for house keys.
? Focus the Housekeeping Department on their role in
contributing to the Guest Service Scores.
? Monitor all V.I.P.'s, special guests and requests.
? Review Housekeeping log book and Guest Request log on
a daily basis.
? Assist in maintaining an organized and comprehensive
filing system with documentation of purchases,
vouchering, schedules, forecasts, reports and tracking
logs.
? Use the telephone and computer system for reporting
and verifying room status.
? Record all valet laundry for valet cleaners. Check and
review incoming laundry at end of day to ensure all
items have been returned.
? Properly store, secure and issue supplies as needed to
meet business demands.
? Ensure completion of regular maintenance and cleaning
projects on a biannual basis.
? Ensure overall guest satisfaction.

Education & Experience:


? At least 2 years of progressive experience in a hotel
or a related field; or a 4-year college degree; or a
2-year college degree and 1 or more years of related
experience.
? Supervisory experience required.
? Must be proficient in Windows, Company approved
spreadsheets and word processing.


Physical requirements:


? Long hours sometimes required.
? Medium work - Exerting 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.



General Requirements:

? 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.
? Must be effective at listening to, understanding, and
clarifying concerns raised by employees and guests.
? Must be able to multitask and prioritize departmental
functions to meet deadlines.
? Approach all encounters with guests and employees in
an attentive, friendly, courteous and service-oriented
manner.
? Attend all hotel required meetings and trainings.
? Participate in M.O.D. coverage as required.
? Maintain regular attendance in compliance with
Highgate Hotel Standards, as required by scheduling,
which will vary according to the needs of the hotel.
? Maintain high standards of personal appearance and
grooming, including wearing nametags.
? Comply with Highgate Hotel Standards and regulations
to encourage safe and efficient hotel operations.
? Maximize efforts towards productivity, identify
problem areas and assist in implementing solutions.
? Must be effective in handling problems, including
anticipating, preventing, identifying and solving
problems as necessary.
? Must be able to understand and evaluate complex
information, data, etc. from various sources to meet
appropriate objectives.
? Must be able to maintain confidentiality of
information.
? Perform other duties as requested by management.
? Maintain a warm and friendly demeanor at all times.