Assistant Housekeeping Manager

POSITION SUMMARY:
1. As part of the Housekeeping team, the Assistant Housekeeping Manager is proactively anticipating every guest’s needs and expectations.
2. Assistant Housekeeping Manager must possess outstanding hospitality, communication and organizational skills in addition to effective decision-making abilities.
3. Paying keen attention to detail, he/she is held fully accountable for the quality of their guests’ experience in Staterooms and public areas.
4. This individual will take full ownership and accountability for the maintenance as well as the look and feel of his/her assigned area, that being assigned Stateroom or public spaces and will also ensure the flawless service in all Guest Areas.
5. Furthermore, Assistant Housekeeping Manager is responsible for the operational management of all Housekeeping functions for top suites/lofts, assigned decks and daily operational aspects and the cleaning activities of public/crew areas including the pool deck.
6. This position provides direct support to the Housekeeping Manager in ensuring the division’s objectives are met and the day-to-day operations in both Housekeeping and Laundry are maintained to standard.
7. He/she demonstrates excellent training, leadership development and recognition skills with both supervisors and crew members, and always maintains a strong floor presence, ensuring team members deliver exceptional customer service to guests through flawless and consistent execution of their responsibilities.
8. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Employees may be required to perform any other job-related duties assigned by their supervisor or management.
9. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards and Royal Caribbean International’s brand standards, SQM standards, USPH guidelines.
10. In accordance with Royal Caribbean International’s Royal Way, each Employee always conducts himself in a professional and courteous manner. This consists of physical and verbal interactions with guests or fellow Employees and/or in the presence of guest and employee.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Responsible for meeting or exceeding all KPIs that are directly influenced by this role.
2. Ensures ROYAL WAY, Safety, Environmental and other company policies and standards are consistently maintained.

3. Maintains constant front-of-house presence and utilizes the stateroom/suite inspection processes in accordance with company standard operating procedures.

4. Ensures staterooms/suites and Lofts (Oasis/Quantum class only) are maintained to brand standards, including cleanliness, maintenance, presentation, collateral, and general set up standards for daytime and evening/turndown service.

5. Oversees the Bell station during peak times and when scheduled in accordance with company standard operating procedures. Ensures feedback is delivered in constructive and appropriate manner with emphasis on positive reinforcement.

6. Supervises all cleaning processes in the public/crew areas and at the Pool Deck. Inspects cleaning preparation to maintain quality standards and sanitation regulations about public areas. Monitors the care, use and maintenance of all equipment, machinery, supplies, etc.

7. Works in conjunction with Housekeeping Manager to Supervise and monitor luggage handling process for smooth Embarkation and Disembarkation process.

8. Directs, coaches, supports, supervises, and evaluates (in conjunction with the Assistance Executive Housekeeper/ Executive Housekeeper) the performance of all direct reports.

9. Manages the assignment of duties, responsibilities, and workstations to his/her staff. Observes and evaluates staff and work procedures to ensure quality standards and services are met.

10. Presents any overtime needs to Executive Housekeeper for a final approval.

11. Collaborates with the Housekeeping Manager and Executive Housekeeper to review the requirements of the day’s schedule.

12. Provides prompt inputs/ feedback to Housekeeping Administrator to update the guest log. To ensure all guest issues are recorded and resolved in a timely manner.

13. Will host a daily pre-shift meet with direct reports to review the upcoming day, any changes and/or revisions to programming based on itinerary, and weather conditions.

14. Will be responsible for auditing crew timecards.

15. Attends meetings, training activities, courses and all other work-related activities as required.

16. Is responsible for conducting daily inspections in the areas assigned.

17. Is responsible for filling out performance evaluations.

18. Responds to guest concerns in a considerate, professional, and positive manner by showing empathy and listening actively. Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction.

19. Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, to assist guests and crew with inquiries.

20. Responsible for Sanitation Logs and SQM Logs.

21. Achieving ratings/targets that are set by the company.

22. Perform inventories of linen, amenities etc. once a month or as often as needed.

23. Conduct /oversee on-the-job trainings with new hire subordinates or employees on cross training.

24. Responsible for cost containment through the proper use, handling and maintenance of records, reports, supplies and equipment.

25. Creates and submits requisitions, views requisition estimates for product replacements, supplies, purchases, etc. and forwards to the Executive Housekeeper for final approval.

26. Conducts constant workstations/locker inspection to ensure items are correctly stored to minimize deterioration and waste.

27. Provides first line supervision to ensure speed and accuracy of services in accordance with The Royal Way.

Qualifications: 

1. Minimum one-year Housekeeping Managerial experience in a large 4- or 5-star hotel (500+ rooms), cruise line or hospitality industry related field required, with demonstrated experience supervising team of minimum of 10 employees.
2. Combination of education equivalent to high school diploma or any other source of education, training or experience that provides the required knowledge, skills and abilities.

3. Extensive knowledge of proper cleaning techniques, chemical handling and safety related procedures, requirements and use of equipment, personal protective equipment and job safety analysis related to proper handling chemicals, lifting, pushing, and pulling heavy equipment, garbage removal.

4. Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact, and diplomacy.

5. Flexibility to manage, direct and encourage a positive, dynamic, diverse Housekeeping Supervisor team by navigating through a changing work environment.

6. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.

7. Ability to work positively and cooperatively in a diverse team environment to meet overall established time frames for the Housekeeping division operation.

8. Working knowledge of computers, Internet access, and the ability to navigate within a variety of software packages such as Excel, Word, or related Company programs (SQM, OCIMS, Fidelio, LGA, Medallia, Kronos etc.)

9. Completion of high school or equivalent required.

10. Demonstrates strong results oriented management style with proven successes.

11. Must focus on operational goals where training, leadership development and recognizing overall team performance is paramount.

12. Specific knowledge of principles and processes for providing exceptional customer and personal service including needs assessment, problem resolution, demonstrated strong attention to detail and achievement of quality service standards.

13. Must be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.

14. Ability to communicate diplomatically with managers, shipboard employees to resolve problems and negotiate amicable resolution to challenges.
15. Pass Omnia assessments, both Cognitive and Behavior

Language Requirements

Good knowledge of the English language is required. Ability to speak additional languages such as Spanish, French preferred.