Executive Housekeeping Manager

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Summary Description:*

The Executive Housekeeping Manager is ultimately responsible for leadership of the housekeeping department and the associates. This position oversees and assists in the ongoing development of the standard of operation relating to cleaning processes while ensuring that guests and homeowners have an impeccable experience. As a head of the department, the EHM will also work with managers and employees to successfully execute all guest operations, including arrival and departure procedures. This role will strive to continually improve guest and employee satisfaction and maximize the financial performance of the department. The housekeeping manager trains, hires, mentors and coach’s housekeeping supervisors and associates and is responsible for the performance of the department. The position requires inspections of homes on a regular basis and facilitates feedback to associates on the quality of services provided. This role will assign duties, inspect work, provide guidance and training, and investigate complaints and take corrective action. Executive Housekeeping Manager requires a high expectation of service, professionalism, urgency, and follow through.

Job Duties and Responsibilities (Essential Functions):

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Has outstanding interpersonal skills and can relate with guests and homeowners, conveying a genuine sense of hospitality.
• Encourages and builds mutual trust, respect, and cooperation among team members. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Serves as a role model to demonstrate appropriate behaviors, including leading her/his team a genuine sense of hospitality.
• Supervises and managing 50+ employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Purchasing cleaning supplies and equipment and ensuring accurate and consistent inventory management practices.
• Identify, document, and communicate ideas and efforts to improve processes, efficiency, and overall department performance.
• Leverage technology, software, and automation to increase efficiency. Communication, and coordination with other departments.
• Understand and follow industry practices to ensure security for guests, company property, and supplies and tools.

Maintaining Department Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Identify and implement practices to increase efficiency and home turnover times.
• Develops specific goals and plans to prioritize, organize, and accomplish departmental work.
• Keeps services team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding the department goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Develop and implement recruiting plan to support seasonal staff supplementation for events and peak season needs.
• Manages department controllable expenses to achieve or exceed budgeted goals.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures recognition of employees is taking place across areas of responsibility. Celebrates successes and publicly recognizes the contributions of team members.
• Acts as the “Service Champion” for the department and creates a positive atmosphere for guest relations.
• Ensures that all back of house areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Responds to and handles homeowner and guest problems and complaints.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees are treated fairly and equitably.
• Manages employee progressive discipline procedures for Staff.
• Administers the performance appraisal process for direct report supervisors.
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
• Enforce respectful and ethical business practices. Maintain high-quality standards.
• Comply with all company policy and procedure, escalate questions and concerns as appropriate.
• Proactively identify and properly address safety issues. Act as a “champion of safety” for the organization.
• Ensure all time worked is reported accurately, and that no work is performed “off the clock”. Ensure employees are taking their schedules rest and meal periods in accordance with company policy.
• Records data concerning work assignments, personnel actions, and time reporting, and prepares periodic reports.
• Responsible for proactively and timely communicating information to the department and out to the rest of the organization. Participate in all-employee meetings.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Additional projects or tasks as assigned.

Knowledge/Skills/Abilities:

• Strong customer service, time management, and prioritization skills. Able to prioritize and act with a sense of urgency.
• Ability to work with little supervision and maintain a high level of performance. Able to work in a progressive, fast-paced environment (work well under pressure).
• Strong analytical skills, with an ability to troubleshoot, problem-solve and effectively and efficiently make decisions.
• Strong leadership skills, including the ability to build, motivate, train and interact with team members to produce measurable results.
• Future-oriented in thinking and operation.
• Optimistic/positive attitude and approach to problem-solving.
• Able to be patient and objective in difficult situations with different types of people.
• Excellent interpersonal skills, including an ability to influence others and an ability to relate to individuals at all levels of an organization as well as homeowners and investors.
• Knowledge and understanding of residential and commercial cleaning products, practices, and safety standards.
• Ability to ensure complete and accurate daily documentation
• Excellent customer service and follow through skills
• Ability to be flexible in a constantly evolving environment and demonstrate patience with customers and team members.
• Strong written and verbal communication skills
• Ability to train others efficiently and effectively.
• Ability to manage a large volume of daily tasks
• Ability to work with, or to learn, diverse technology and systems such as timekeeping software, outlook email, applications, and tools. Experience with V12 preferred
• Ability to use basic office equipment including phones, fax machines, scanners, smartphones, printers, and laptops.
• Must be able to pass a motor vehicle and criminal background assessment.
• Work a flexible schedule, which may include evenings, weekends, holidays.

Level Requirements (Minimum):

Education: Bachelor’s degree or equivalent level of work and educational experience.

Experience: 5 years’ experience in hospitality, customer service, service industry or like experience and a demonstrated ability to perform the essential job functions. 3-5 years of experience managing teams of 25+ people.

Physical Requirements (including but not limited to):

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Visually or otherwise identify, observe and assess distance, color, and depth
• Required to regularly communicate with others and exchange accurate information.
• Frequently move up to 25 pounds and occasionally move up to 75 pounds.
• He/she must be able to work within different temperature changes, indoors to outdoors; moving between buildings and working around moving equipment/machines; occasionally ascend/descend a ladder or stairs as required, stooping /bending, pushing/pulling.
• Occasional exposure to moving objects and other machines in operation; Occasionally exposed to dust, gas/fumes, airborne particles, extreme heat or cold, vibration, chemicals; and noise.
• Driving personal vehicle for errands required. Valid State issued driver’s license, State Minimum Insurance, and clean driving record required.

Seabrook offers a benefits package that includes Medical, Dental, Vision, 401K, Bonus potential, Paid Time Off, and Education Assistance Programs. (Not all benefits apply to all positions or employment statuses)

If you are interested in joining our team, please submit your resume and cover letter.

Relocation assistance is not available for this position.

Seabrook is an Equal Employment Opportunity Employer. Pre-employment background check and drug/alcohol screens are a condition of employment.

Job Type: Full-time, Non-exempt

Salary Potential: $60,000-$70,000

**Please note that while we would like to respond to every resume submission, we will only contact those candidates who will be invited to continue the application process. Phone calls will not be accepted.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Pacific Beach, WA 98571: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Experience:

• Leadership: 3 years (Required)
• Hospitality management: 2 years (Required)
• Customer service: 3 years (Required)

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person

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