POSITION SUMMARYThe Executive Housekeeper is a critical member of the shipboard management team, responsible for the management of all Housekeeping functions and team members onboard.
ESSENTIAL DUTIES AND RESPONSIBILITIES1. In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times.
2. Ensures cleanliness, maintenance and presentation standards are managed to brand standards in all Housekeeping areas, including all guest staterooms and balconies, guest corridors, officer cabins, laundry, lockers and storage areas in both the front and back of house.
3. Reports to the Hotel Director and takes an active role in all hotel division activities. Educates fellow division heads on cleanliness standards.
4. Responsible for leading, motivating and coaching a team of empowered individuals who will strive to deliver exceptional guest service, taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently.
5. Mentors, develops and provides both classroom-style and on-the-job training to team members to strengthen their current performance and preparation for succession planning.
6. Oversees, coordinates, and administers the Housekeeping Division schedule in conjunction with the shoreside support group. Actively identifies and monitors the scheduling needs of the Housekeeping division.
7. Effectively manages all Laundry Operations onboard ensuring that the Laundry Master has all necessary skills, training, tools, information and support to enable delivery of services and products flawlessly and on a consistent basis.
8. Actively manages and reviews yearly budgets for Housekeeping and Laundry cost centers/expenses (e.g. consumable and replaceable items) and revenue streams (e.g. laundry, floral cart, tuxedo program, etc.).
9. Leads division in taking a proactive approach to achieving and exceeding quantitative and qualitative goals and targets set for Housekeeping guest satisfaction ratings, GOLD Anchor Quality Reviews, employee satisfaction scores, Public Health inspections and audits, and Housekeeping Operational Reviews.
10. Maintains and communicates current knowledge of all ship’s regular events and special functions in order to provide guests and housekeeping team with accurate and updated information.
11. Comprehensive knowledge of cleaning practices, procedures, equipment and materials. Ensures cleaning equipment and supplies are maintained and that all team members are adequately trained to ensure proper and effective use.
12. Attends department and division head meetings. In addition, facilitates divisional crew and management meetings, training activities, courses and all other work-related activities with the Housekeeping Team.
13. Ensures frequent and consistent updates of clear and concise handover notes to eliminate any possible miscommunication that compromises the efficiency of set processes.
14. Oversees the Stateroom Attendant Performance Management Tool, ensuring system is maintained per the system’s Standard Operating Procedures document.
15. Identifies Career path opportunities for Management team and crew members and assists accordingly to reach career goals as a coach and mentor and works with the Fleet Executive Housekeepers.
16. Oversees the allocation of Support team resources for luggage and turnaround duties in conjunction with the Hotel Director.
17. Oversees the luggage operation on the last night of the cruise and turnaround day process to ensure duties are completed within the allocated time and to the required standards.
18. Oversees the entire Turnaround day process and monitors the progress of the Management teams, Stateroom Attendants, Support teams, Linen runners and Laundry team to ensure stateroom areas will be ready by 1:00pm.
19. Fully owns any guest concern in line with onboard problem resolution guidelines to ensure maximum guest satisfaction and oversees the entire division and trains and coaches responses for effective problem resolution.
20. Maintains safe, secure, and healthy environment by enforcing organizational standards, procedures, and legal regulations and promoting Workplace Safety.
21. Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.
22. Performs related duties as required.
HIRING QUALIFICATIONS· Minimum five to seven years managerial/operational experience in housekeeping and laundry operations of large 4 or 5 Star hotels (500+ rooms), cruise line or hospitality industry related field required, with demonstrated experience supervising team of minimum of 70 employees and managing budgets in excess of $1M annually. Shipboard experience is strongly preferred.
· Demonstrates strong results oriented management style with proven successes
· 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
· Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy
· Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenges
· Flexibility to manage, direct and encourage a positive, dynamic, diverse Housekeeping operation by navigating through a changing work environment
· Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible
· Ability to work positively and cooperatively in a diverse team environment to meet overall established time frames for the Housekeeping division operation
· Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs
· Working knowledge of cleaning procedures and equipment, chemical handling, linen par levels, public health standards, computers, internet access, and the ability to navigate within a variety of software packages (e.g. MS Office) and office equipment
· Completion of high school or equivalent required; bachelors’ degree preferred
Language Requirements:Ability to speak additional languages such as Spanish, Mandarin, Italian, French, German or Portuguese preferred.