ABOUT WESTGATE RESORTS
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

General Summary Of Duties:

The Housekeeping Floor manager  is responsible for planning, organizing, and developing of the daily operations of assigned floor(s) or area in accordance with federal, state, and local standards and guidelines along with assuring the highest degree of quality guest care is maintained at all times. 

Role and Responsibilities: (Includes but is not limited to the following)

• Assists Executive Housekeeping Manager in following-up with team members on failure to meet Job Performance requirements and violation of Rules and Policies by creating, issuing, and maintaining order of discipline in accordance with departmental and company policies.
• Schedules and listens to Step ones from team members in their areas.  Also any concerns and or feedback.
• Supervise the team members of all assigned floors and ensure all rooms, work areas, service areas and guest areas are cleaned and maintained to standards.
• Uphold Company and Department Policies and Procedures including highest standards of cleanliness, service, safety, and conduct.
• Maintain the integrity of the room inspection program for Guest Room Attendants and management.
• Provide the direction for a positive, empowering work environment by setting the example and consistency of day to day work habits.
• Establish a good work environment that promotes teamwork, performance feedback, mutual respect, and team member satisfaction.
• Conduct team member pre-shifts and engage in regular communication throughout duty shift with team members to ensure successful operation.
• Work closely with leadership and provide feedback to ensure proper scheduling of team members to clean rooms in a timely manner.  In the absence of a department administrator or scheduler, must be able to assign rooms to GRAs on designated floors.
• Conduct quality and safety inspections of all rooms, staircases, hallways, and service areas.
• Maintain records and submit HotSOS work orders including repairs needed
• Ensures the proper maintenance of all equipment.  Coordinate repairs and/or replacement of used and damaged equipment on assigned floors.
• Maintain confidentiality of department affairs.
• Maintain housekeeping supplies and inventory on assigned floors.  Monitor the issuance of supplies for the floor.  Responsible for the overall usage of products as directed by the budget.
• Responsible for all requests made by Front Desk, Executive Requests, Etc.  Inspect VIP rooms and ensure all housekeeping special requests are met for these guests prior to arrival and during their stay.
• Instruct all team members on the products used for cleaning in accordance with Occupational Safety and Health Administration (OSHA) chemical Right to Know standards.
• Perform and submit required number of room and floor inspections to the Assistant Director or Director.
• Calls-in/Enter status of all rooms, work orders, and carpets to be shampooed. 

Utilize proper procedures for entering/cleaning a guest room. Ensure accuracy and final status of rooms is updated in LMS.

• Ensure team members are clocking in and out in accordance with the company policy.  Overtime, if any, is pre-approved by leadership and based on hotel occupancy or hotel activity.
• Complete daily worksheets accurately and in a timely manner, ensuring quality of work completed by team members.
• Ensure lost and found items are turned in to Security by all team members.
• Ensure all master keys, two-way radios, and other devices are accounted for and in working order at the end of each shift.
• Comply with department attendance, uniform and appearance standards.

Assume other duties and responsibilities as assigned/directed.

Performance Requirements: (Knowledge, skills and abilities)

• Ability to train, coach and discipline employees.  Ability to exercise judgment and implement control over the performance of team members.
• Working knowledge of rooms management systems (AS400, LMS, Outlook).
• Capable of using independent judgment/solid decision-making skills ability
• Ability to interact effectively with all levels of management, team members, and guests.
• Ability to access and input information using a moderately complex computer system.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other team members. 
• Listen and respond to guest inquiries using a positive, clear speaking voice, answer questions and offer assistance giving accurate information.
• Ability to communicate effectively in the English language in order to complete schedules, forecasts, discipline, inventory, etc. and be able communicate with other departments.
• Basic mathematical skills necessary to complete budgets, forecasts, and inventories.
• Knowledge of chemicals and cleaning procedures to maintain appearance of property (i.e., brass, marble, chandeliers, etc.).
• Ability to organize and prioritize work and meet deadlines.
• Knowledge of housekeeping operations, to include appropriate staffing levels, service equipment, and guest relations.  Good working knowledge of accepted standards of sanitation.
• Knowledge of labor law.
• Ability to maintain attendance in conformance with standards.
• Ability to maintain a neat, clean and well-groomed appearance. 

  Experience  Requirements

• 2 years minimum combined experience in environmental services, housekeeping, internal or public area maintenance or related hotel departments.
• 1 year minimum supervisory experience preferred.

• Education Requirements

• GED/High School diploma preferred.
• College degree preferred.

• Desirables

• Second language a plus