Director of Housekeeping Services
Marriott Vacation Worldwide
Location: US - FL - Miami
Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
Manages housekeeping functions and staff to ensure property guest rooms, public space and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed.
Relocation Assistance Provided.
CORE WORK ACTIVITIES
Managing Housekeeping Operations
Maintains strong working relationship with Front Office to ensure effective communications for operational issues.
Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
Inventories stock to ensure adequate supplies.
Ensures guestrooms, public space and employee areas are cleaned according to operating standards.
Ensures compliance with all housekeeping policies, standards and procedures.
Initiates and maintains an effective inspection program including rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.
Managing Departmental Costs
Supervises and approves the budgeting and ordering of guestroom and cleaning supplies.
Understands the importance of department's operation on the overall property financial goals and educates staff on details as appropriate.
Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
Ensuring Exceptional Customer Service
Responds to and handles guest problems and complaints effectively. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Empowers employees to provide excellent customer service.
Develops goals and expectations for direct report managers.
Celebrates successes and publicly recognizes the contributions of team members.
Reviews employee satisfaction results to identify and address employee problems or concerns.
Communicates expectations, recognizes performance, and produces desired business results.
Conducting Human Resources Activities
Ensures property policies are administered fairly and consistently.
Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Establishes goals and objectives for all areas of responsibility.
Directs staff to strive for continuous improvement in all areas of responsibility.
Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
Manages employee progressive discipline procedures for areas of responsibility.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures employees are treated fairly and equitably.
Adaptability -- Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment.
Communication - Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action.
Problem Solving and Decision Making - Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Technical Acumen- Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Cleaning Materials, Equipment, and Techniques - Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment.
Housekeeping Tracking and Inventory - Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintain inventory systems or logs, and basic cart care.
General Housekeeping - Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness.
EIWO (Everything In Working Order) - The ability to inspect and identify guest room components (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies. This includes reporting procedures.
Environmental Sustainability -- Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs.
Preventative Maintenance - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
Basic Competencies- Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Education and Experience
High school diploma or GED; Minimum of 2 years of hospitality leadership experience. Prefer candidate with previous housekeeping or Front desk leadership experience.