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Position Details

Hard Rock Hotel at Universal Orlando
Hard Rock Hotel at Universal Orlando
Management Position:
Entry-level Position:
Position Categories:
Rooms - Housekeeping

Assistant Director of Housekeeping

Position Summary
In the absence of the Director, the Assistant assumes all responsibility for the Housekeeping department and its team members. Responsible for the seamless integration of all department policies and procedures. Maintains the highest levels of cleanliness and quality service standards. Guides staff to provide a quality product that exceeds guest expectations in a friendly, professional manner. Additional responsibilities include staffing, training, scheduling of employees, and inventory control.

Job Specific
• Responsible for the smooth, efficient, cost effective operation of the Housekeeping Department including labor management, inventory control, and the development and maintenance of a positive and supportive work environment and inter/intra departmental relationships
• Oversees daily assignment of duties to Housekeeping staff
• Analyzes daily room turn and makes staff or procedural adjustments as necessary
• Assists in the management of Housekeeping Rooms Personnel, particularly during heavy turns
• Oversees daily operations of Housekeeping Department to ensure that the highest possible quality standards are consistently maintained and that service is provided in a highly professional manner
• Maintains Housekeeping staffing levels to provide for optimal performance
• Develops and maintains a quality assurance program for all guestrooms, storerooms, and service related to guest floors
• Uses guest comment responses to design additional training programs
• Inspects and evaluates physical condition of hotel daily for cleanliness and necessary repairs
• Ensures removal of Room Service trays from hallways and placement in appropriate location in service landings
• Responsible for overseeing the activities of Housekeeping Staff
• Monitors daily payroll and takes corrective action when disparities occur or productivity drops
• Assumes the duties of Director of Housekeeping in the Director’s absence
• Greets and interacts with guests in an outstandingly friendly and professional manner
• Works closely with Guest Services Manager to resolve all room discrepancies before the end of each day
• Possesses full knowledge of all matters relating to the proper administration of the Housekeeping department
• Possesses full knowledge of the specific duties, responsibilities, and skills of every member of the Housekeeping department, particularly those of the Housekeeping Manager, and performs in any capacity as needed
• Maintains close contact and ensures good communication with employees
• Ensures that responsive and efficient repair services are provided to satisfy guest requests
• Investigates guest complaints and takes corrective measures
• Encourages a positive attitude among employees and treats guests and fellow employees with courtesy and respect
• Interviews and makes recommendations regarding hiring of Housekeeping personnel
• Interviews and selects Housekeeping line level personnel
• Provides training for employees regarding OSHA regulations, department policies and procedures, operation of equipment, and daily tasks
• Provides employee safety training to prevent accidents, comply with OSHA regulations, and ensure hotel life safety
• Sets agendas for training
• Evaluates individual employee performance, determines areas in need of improvement or requirements for advancement, establishes goals, objectives and training needs required to attain same
• Coaches, counsels, retrains personnel as needed in order to ensure acceptable performance
• Responsible for projects assigned to second and third shift employees
• Makes special work assignments in advance for special events such as meetings, dinners, dances, etc. that may affect the lobby staff
• Coordinates departmental activities to coincide with other hotel department requirements in order to maintain the overall cleanliness of the guestrooms, public areas, and other assigned areas of responsibility
• Assists Housekeeping Manager in coordinating the repair of Housekeeping equipment such as vacuums, buffers, carts, and furniture
• Plans special lobby cleaning projects and ensures their completion
• Coordinates lobby maintenance projects with Engineering
• Plans maintenance of lobby floors
• Coordinates monthly accounting for all supplies requisitioned from other departments
• Attends staff meetings, Pre-Cons, Rooms Meeting and other special meetings when required
• Sets agendas for Housekeeping meetings and runs meetings as needed
• Schedules and implements training programs for assigned employees and attends and participates in training as needed
• Prepares monthly payroll and budget forecast for public space employees
• Writes and submits yearly performance appraisals for Housekeeping Staff
• Counsels employees regarding both positive and negative aspects of their performance, including accidents and safety violations
• Mediates disputes between employees as necessary
• Keeps Director of Housekeeping informed of all matters significantly affecting the department
• Keeps all other departments informed about Housekeeping operations as needed
• Approves departmental schedules
• In consultation with the Director, prepares master lists of general cleaning and all other cyclical projects
• Periodically inventories supplies and equipment
• Determines discard and maintenance regimes for each machine and equipment piece
• Prepares public area staff schedules, vacation list, and payroll
• Meets and interacts with outside vendors in an outstandingly professional manner
• Stays current with industry related technological improvements geared toward product improvement and increased efficiency
• Performs numerous responsibilities to meet time-sensitive deadlines
• Ensures that responsive and efficient uniform room and repair services are provided
• Prepares department purchase requisitions
• Conducts periodic storeroom inventories to ensure maintenance of adequate par levels necessary to support forecasted operational requirements
• Completes special projects related to housekeeping operations as assigned by the Director of Housekeeping
« Establishes work routines and schedules which address the needs of the hotel and are flexible enough to respond to emergency situations and fluctuations in occupancy
• Assists in the selection of employee uniforms and the determination of uniform purchase requirements
• Attends required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintains communication with other departments within the hotel
• Holds daily, weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental employees
• Interacts with guests to solve problems and ensure satisfaction
• Develops monthly usage reports for cleaning supplies and guestroom supplies
• Creates and maintains control procedures for keys, radios, pagers, etc.
• Creates comprehensive training programs utilizing diverse techniques
• Creates Quality Assurance and Cyclical Programs
• Creates Incentive/Rewards/Recognition Programs
• Creates an environment in which excellent staff morale is fostered and staff retention is a priority
• Ensures efficient operation of HOSTAR System
• Receives the weekly inventory of cleaning and guest supplies for the hotel
• Requisitions supplies needed to maintain weekly par levels
• Ensures that Storeroom is kept well-stocked with all necessary supplies, and ensures that all needed supplies are ordered in sufficient time to prevent shortages
• Works closely with Laundry Manager/Supervi
Required Skills and Experience
• Thorough knowledge of all matters relating to the proper administration and operation of hospitality housekeeping operations
• Three to five years of management experience in large, fast paced, hotel housekeeping environment with at least three years as Assistant Executive Housekeeper or above
• Ability to maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established guest satisfaction criteria
• Effective management, leadership, organizational, and communication skills
• Able to read and interpret documents
• Able to work with and apply mathematical concepts
• Able to write routine reports and correspondence
• Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Able to speak effectively before groups of guests and hotel employees
• Able to push, stand, stoop, bend, and lift items weighing up to 25 pounds repetitively during entire shift
• Expect to work a flexible schedule including weekends, holidays, evenings and nights
Work Permit:
Applicants who do not already have legal permission to work in the United States will not be considered.
About Loews Hotels

Loews Hotels is a vibrant collection of one-of-a-kind hotels with distinct personalities. Each hotel and resort offers high-quality accommodations, impressive surroundings, personalized service, and thoughtful amenities for a luxurious guest experience. As a company we care about our guests, our community and our team members.

Headquartered in New York City, Loews Hotels manages properties in most major markets in the U.S. and Canada. Each property goes beyond Four Diamond standards to provide guests with a supremely comfortable, uniquely local travel experience at a great value. Loews Hotels boast prime locations in the cities of New York, Washington DC, Denver, Los Angeles, Nashville, Philadelphia, Annapolis, Montreal, and Quebec City, as well as world-renowned vacation destinations such as Miami's South Beach, Universal Orlando, New Orleans, Tucson, and California's Coronado Island. Loews has established some of the industry's most innovative and successful travel programs, including Loews Loves Kids for families and Loews Loves Pets for discerning animals on the road.

At Loews Hotels, our team members' commitment to our guests and dedication to our communities is cherished. We seek genuine individuals who are able to engage and delight our guests by providing Four Diamond AND MORE service. We invest in training and development opportunities for all team members, so they may grow and develop as individuals. We embrace diversity at our core and offer the opportunity for all team members to reach their potential as professionals. At Loews Hotels, we seek to create a dynamic culture that makes work interesting, challenging, fulfilling and fun.

As part of our commitment to our team members, Loews Hotels is proud to offer competitive compensation and benefit plans tailored to each marketplace. These include:

  • Pay that meets or exceeds area standards
  • Retirement (401-K) and incentive plans
  • Medical and dental coverage
  • Short and long-term disability
  • Life insurance
  • Holiday and vacation pay
  • Team member assistance plans
  • Career development programs
  • Tuition reimbursement programs

Loews Hotels is an Equal Opportunity Employer committed to a diverse work culture, M/F/D/V