Job Details

Pacific Hospitality Group believes that attention to detail is the greatest form of generosity we can offer our guests, clients, and colleagues. Whether it's the artful pour of a drink or the elegant line of a chaise. We have an exciting opportunity to join our AC Hotel by Marriott New Orleans French Quarter, a 214-room lifestyle select service hotel, as our Executive Housekeeper.

Are you a fast-thinking individual that meets challenges with enthusiasm and urgency in a fast-paced hospitality environment? Do you take pride in your ability to motivate and lead a team to ensure external and internal clients experience outstanding and exceptional service each time? Do you enjoy "thinking outside the box" and creating strategies to increase revenue and customer satisfaction while ensuring bottom line results?

Are you an individual who enjoys variety and working in a fast-paced service environment? Do you enjoy working in a team-oriented culture where providing outstanding and consistent quality service to others is appreciated? Are you attentive to details and have excellent follow through?

If the answer is YES, AC Hotel by Marriott New Orleans French Quarter, has an opportunity for you!

Executive Housekeeper

Position Summary:

Manages all Housekeeping operations to ensure cleanliness, service and product quality standards of guest rooms, public spaces, in-house laundry, restrooms, offices, and meeting/conference/banquet facilities meet Company standards & Marriott standards to provide outstanding guest service, and financial profitability. Builds and manages teams effectively.

Primary Responsibilities/Essential Functions:

1. Provides guidance and direction to ensure overall departmental success. Manages subordinate supervisor/room inspectors/staff in all housekeeping areas. Responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Responsible for planning department goals and directing team members to achieve results.
2. Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing needs and qualifications. Participates in management training. Follows all Human Resources policies. Ensures staff receives any required training or attends mandatory meetings.
3. Monitors day-to-day housekeeping operations to ensure standards of cleanliness and service exceed guest expectations and meet or exceed property standards. Takes corrective action as needed. Prepares schedules to ensure staffing levels are optimal.
4. Prepares annual budget for department. Achieves budgeted revenues, controls expense and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Make decisions and acts based on that information to maximize profitability. Ensures quality and portion control while minimizing waste or loss of supplies to maintain profitability.
5. Maximizes profitability by optimizing proper linen and department inventories.
6. Maintains sufficient inventory of supplies and equipment and orders as needed. Participates in weekly/monthly inventories. Ensures equipment is properly secured and maintained and notifies maintenance of any repair or safety issues.
7. Ensures guests receive outstanding, consistent, exceptional service by using brand survey as metric guides. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints.
8. Ensures property meets Housekeeping standards by circulating through each area of the property. Seeks opportunities to improve satisfaction.
9. Partners with FOM with proper Front Desk communication and successful arrival and departure process for the guest.
10. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Run meetings with Housekeeping Team to ensure weekly goals, challenges, and service standards are met.
11. Resolves guest complaints within scope of authority, otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
12. Follows all safety policies and procedures. Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged, or lost PPE or equipment that does not fit properly to their manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
13. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
14. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.

Qualifications (relevant experience, education, and training):

High school diploma or general education degree (GED), or equivalent combination of education and experience.

1. Possess solid knowledge of housekeeping management, hotel service standards, guest relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
2. Ability to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria.
3. Completes required training as scheduled.
4. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Requires attention to detail. You must be able to solve problems and remain calm and alert if dealing with difficult guests, during busy activity periods or in an emergency.
5. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
6. Three years increasingly responsible housekeeping experience in hotel environment required. Prior supervisory experience desired.
7. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
8. Ability to monitor labor as required by anticipating business activity while ensuring that positions are staffed when and as needed and labor cost objectives are met.
9. Requires ability to serve the needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
10. Requires good working knowledge of Microsoft Office applications and ability to learn and operate other hotel computer systems.
11. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, guests and the public. Must be able to speak, read, write and understand English to communicate with management, team members and guests. Bilingual Spanish a plus.
12. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
13. Must maintain a clean appearance and professional demeanor.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

AC Hotel by Marriott New Orleans French Quarter are an equal opportunity and E-Verify employer.