Housekeeping Manager @ Royal Caribbean

POSITION SUMMARY:

1. Housekeeping Manager owns the guests experience related to cleanliness and visual impressions onboard, offering a seamless execution of premium service that is both
exceptional and memorable.

2. Housekeeping Manager must possess outstanding hospitality, communication, and organizational skills in addition to effective decision‐making abilities.

3. This individual will take full ownership and accountability for the maintenance and cleanness and will also ensure the flawless delivery of all services to the highest level of expectation.

4. He/she excels at establishing and maintaining a positive working environment and manages to performance expectations through open and frequent communication.

5. 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.

6. 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.

7. 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.

8. 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. Ensures ROYAL WAY, Safety, Environmental and other company policies and standards are consistently maintained.
                  a. Integrates Royal Way service standards, guest comments and feedback to attain and constantly improve ratings.
                  b. Demonstrates positive results in Workplace Safety, Crew Satisfaction, Time and Attendance, Guest Satisfaction, financial aspects, and other key results areas.
                  c. Is highly visible and regularly walks around all areas of the ship, maintains a good communication and working relations with all Hotel and Marine Departments
                  d. Identifies any safety concerns and takes immediate action to correct.
                  e. Has a full understanding of Ship sanitation procedures, OPP, USPH, Shipsan guidelines and regulations, daily follow up on all related sanitation and cleaning                          logs.

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

3. Supervises all cleaning processes in the public/crew areas. 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.

4. Collaborates with the Executive Housekeeper to review the requirements of the day’s schedule, before briefing AHSK or HSKS
                  a. 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.
                  b. Works in conjunction with the AHSK & HSKS to coordinate, schedule, and supervise the cleaning activities.
                  c. Directs, coaches, supports, supervises, and evaluates the performance of all direct reports.
                  d. Manages the assignment of duties, responsibilities, and workstations to his/her staff.
                  e. Observes and evaluates staff and work procedures to ensure quality standards and services are met.

5. Presents any overtime needs to Executive Housekeeper for a final approval.
                  a. Will be responsible for auditing crew timecards.

6. 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.

7. Attends meetings, training activities, courses and all other work‐related activities as required.

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

9. Is responsible for filling out performance evaluations, for direct reports

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

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

12. Ensure that adequate products, including supplies and guest amenities are always available, thorough follow up with all pending or future orders, ship inventories and equipment shortages or malfunctions.

13. Delivers the ratings results the company has set forth, consistently checks Medallia for a deep dive into comments related to Housekeeping service, or ship maintenance and cleanliness. Responsible for meeting or exceeding all KPIs that are directly influenced by this role.

14. Understands the budget and the numbers behind the business, contributes to the future orders and correctly use the C&R allocated funds for an efficient operation.

15. Develops and executes tactical plans to achieve financial targets, manage inventories for a flawless operation, properly schedule teams and projects to stay within Company/Department allocated Overtime funds.

16. Develops new ideas for operational efficiencies, good ability for cost saving, new initiatives for overtime efficiency.

17. Command presence amongst crew and fellow peers. Leads by example and WAYS standards.

18. Fosters professional relationships with guests, management, and crew, maintains perfect grooming standards, communication skills and reputation.

19. Maintains an approachable style with guest and crew, listen to guest and employee needs and suggestions.

20. Is always open to new ideas and avoids being judgmental, shifts easily back and forth in between Supervising and Coaching.

21. Makes decisions based on facts not feelings, constantly checks on the outcome of the projects or tasks delegated.

22. Demonstrate sound business ethics, always fair, genuine, and respectful.

23. Develops creative solutions to business challenges, remain positive when challenged.

24. Takes personal responsibility for everything that happens in assigned area, delegates according with the results expected, understand the skills of his direct reports, and supports all New Hires into their roles within the Organization.

25. Empowers and delegates the team as well as holds them accountable for their results, consistently enable all direct reports to perform better for higher results.

26. Always leads by example and always maintaining composure.

27. Manages change effectively within all areas of the Housekeeping department, keeps an open mind and positive approach to all company’s new initiatives, projects and SOP’s.

28. Shows interest in helping and developing others, gets involved in all training sessions, New Hire fast track development.

29. Provides appropriate feedback, inspires, motivates, and guides others towards goals.

30. Recognize and reward performance, promotes talent and leads other on their career development.

31. KPI’s assigned to position/department.

32. Gives constructive feedback to the team members who are not performing and use progressive discipline system to coach and discipline, manages hard conversations and inspire employees to perform better and correct mistakes.

33. Accurately identifies talent and follows the company’s promotions process.

34. Conduct all HK position on‐the‐job trainings for all new hires and returning crew.

35. Reports to workstation assignment on time and properly groomed and dressed according to standards. This includes a clean uniform, nametag, and any other uniform related items.

36. Attends meetings, training activities, courses and all other work‐related activities as required.

37. Performs related duties as required. 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. Shipboard employees will be required to perform any other job‐related duties assigned by their supervisor or management.

QUALIFICATIONS: EXTERNAL CANDIDATE

1. Two to three years progressive Housekeeping managerial experience, preferably in an upscale hotel, resort, or cruise ship. (Shipboard experience preferred).

2. Preferred bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent.

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. Knowledgeable about talent assessment techniques, quality service standards and guest satisfaction, development of crew / management, leadership skills and coaching abilities for front line employees and junior management, increased ability to solve issues.

5. Knowledge of policies and practices involved in the human resources function.

6. 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.)

7. Working knowledge of financial aspects, budgeting, and cost containment, planning and future orders, inventories, and C&R.

8. Demonstrates strong results‐oriented management style with proven successes.

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

10. 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.

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

12. Ability to communicate diplomatically with managers, shipboard and shore‐side employees to resolve problems and negotiate amicable resolution to challenges.

13. Flexibility to manage, direct and encourage a positive, dynamic, diverse Housekeeping operation by navigating through a changing work environment.

14. Pass Omnia Assessment for Behavior and Cognitive

LANGUAGE REQUIREMENTS:

1. Required to speak English clearly and distinctly, has aptitude to read and write English in order to understand and interpret written procedures, including the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co‐workers. Ability to speak additional languages such as Spanish, Mandarin, Italian, French, German or Portuguese preferred.