Housekeeping Lead Langham, Chicago

Housekeeping Lead-Full Time - The Langham, Chicago

United States

PRIMARY OBJECTIVE OF POSITION:

Provides support to the Housekeeping management team with the coordination of guests and Front Office requests in order to maintain Langham, Chicago Forbes standards. Performs administrative functions within the department such as answering internal/external calls, data entry and preparing reports. Provides support by supervising the Room Attendants, Turndown Attendants, Public areas Attendants and House Attendants by ensuring the guest rooms and public areas exceed and maintain the consistent quality of Langham Chicago’s Forbes standards.

RESPONSIBILITIES AND

JOB DUTIES:

• The Housekeeping Lead shall tour the hotel, when assigned by Housekeeping Management Team, to inspect rooms, floors, linen closets, storage closets and butler closets, check all public areas and evaluate the performance of the Housekeeping staff, by counseling them in a positive and constructive manner. Housekeeping Lead shall record inspection results and inform colleagues of inadequacies in their assigned tasks.
• Handle telephone calls and ensure all messages, information and requests are logged, communicated promptly and accurately to provide prompt delivery of excellent service for both internal / external guests and colleagues to ensure Langham, Chicago’s high standards of quality.
• Build strong relationships with the Front Office, Engineering, and Private Dining team by maintaining a friendly, engaging, and courteous demeanor always. Assist them in resolving guest complaints by conducting thorough research of the situation and the most effective resolution.
• Ensure all guest inquiries are completed timely and efficiently. The Housekeeping Lead shall respond to guest complaints regarding housekeeping service and resolve guest complaints throughout the day to ensure total guest satisfaction.
• The Housekeeping Lead shall assist the Housekeeping Manager in training the staff for shift-related duties and responsibilities.
• Assist all Housekeeping colleagues with any requests to ensure smooth operations.
• Due to the cyclical nature of the hospitality industry, the Housekeeping Lead may be required to work varying schedules to reflect the business needs of the hotel.
• Be familiar with basic computer skills and able to handle any request using the hotel system.
• Knowledge of stain removal and chemical agents and operation of different types of equipment.
• Adhere to Langham Chicago Housekeeping standards and Forbes standards.
• Inform Engineering of any necessary repairs to maintain a functional hotel.
• Knowledgeable of all emergency plans and know how to act upon them. Report any unusual occurrences immediately to Housekeeping management or to the security team. Remain calm and alert, always during an emergency.
• Assist with weekly and monthly inventories of furniture, fixtures, equipment and supplies as requested.
• Maintain complete knowledge of all Housekeeping services, outlets, hotel areas, features, and hours of operation.
• Follow all Occupational Health and Safety regulations.
• Perform general cleaning tasks using standard hotel cleaning products to adhere to health standards. Assist other housekeeping employees in maintaining clean and organized work and public areas.
• Ability to work professionally and cohesively as part of a team.
• Make recommendations for training related issues when inconsistencies develop.

SPECIAL

SKILLS REQUIRED:

To perform this job successfully, an individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation:

• Ability to effectively deal with colleagues and guests alike, some of whom will require higher levels of patience, tact and diplomacy and collect accurate information.
• Ability to read, write and communicate effectively and efficiently in English.
• Ability to stand, walk and/or sit continuously to perform essential job functions.
• Ability to lift, push up to 50lbs, bend, stoop, push or pull heavy cleaning equipment.

EDUCATION REQUIRED:

• High School graduate diploma or equivalent preferred
• College degree in Hospitality…