Operations Supervisor Hyatt House OSU

RESPONSIBILITIES: Provide the highest quality of service to the customer at all times. Check guests in and out efficiently and in a friendly manner. Handle guest mail and messages per established procedures. Develop a thorough knowledge of hotel staff, room locations room rates, amenities and selling strategies. Take reservation requests efficiently. Answer switchboard in accordance with standards of proper telephone etiquette. Block rooms and handles special requests. Monitor room availability and offer AGM and GM assistance in yield management and restrictions. Handle safe deposits by guests per established procedures. Keep lobby and desk area clean and presentable. Have a thorough knowledge of emergency and security procedures. Offer and properly handle requests for wake up calls. Know how to clean guestrooms to standards. Clean back office area as requested by management. Open and close shift, make cash drops. Ensure all credit cards, cash and change funds are balanced throughout each shift. Inform management of any guests or systems related complaints or problems. Communicate with incoming staff and management by logging pertinent information in the pass on log. Keep maintenance informed of all maintenance needs. Pass on guest lost and found inquiries to management or Guest Room Supervisor. Must wear proper uniform and nametag at all times in accordance with the Standards of Appearance. Prepare daily deposits, comparing deposited monies to funds reported at desk, and follow up on any discrepancies Must be able to cover any call-off shift as per proper chain of command. Perform other duties as assigned by management, of which employee is capable.

Maintains room quality based on hotel, and Franchise objectives. Establishes, maintains, and trains standards and procedures for cleaning and safe working conditions in the housekeeping department. Works to ensure high scores for cleanliness and other housekeeping related items on all Franchise inspections. Helps ensure deep cleaning schedule is being held to standards. Inspects all guests rooms cleaned by room attendants on Room care manager’s days off. Helps develop an inspection program for all-public areas and guestrooms to ensure that proper maintenance and standards are achieved and sustained. Ensures final inspection of al housekeeping-related work. Initiates new procedures to increases efficiency of labor and safe chemical and equipment use. Keeps abreast of advances in the Housekeeping field and works to improve methods and productivity. Reviews guest comment cards and complaint letters and takes action. Follows-up and maintains compliance with all Franchise, Safety and OSHA programs, policies, procedures, and reports. Ensures compliance with key control procedures as they relate to the Housekeeping department. Ensures that any and all storage areas are kept secure at all times. Maintains first aid kit supplies for use by employees within the Housekeeping department. Directs and leads the department in the writing of work orders and works closely with the Chief Engineer to ensure the success of the hotel’s preventative maintenance program. Ensures all housekeeping and laundry equipment is maintained in working order. Enforces standard procedures for the acceptance, security, and return of guest lost and found items. Performs housekeeping, laundry, and/or house person functions whenever necessary. Communicates regularly with the Rooms Care Manager as to all housekeeping and/or related activities. Communicates and ensures follow-through on guest requests and/or complaints. Completes daily housekeeping paperwork in a timely manner. Assists the Rooms Care Manager and other department managers in the solution of guest-related improvements as they pertain to the housekeeping department. Communicates with the other department heads to provide the necessary information flow for the smooth operation of the hotel. Communicates the discrepancies in room status, and ensures that corrective action is taken. Complies and reports accurate room status to Front Desk. Reports immediately any and all unusual activity, behavior, and appearances to the General Manager. Assures complete communication within departments for all staff members. Assists Management with any and all internal investigations. Provides modified work duty for all employees recovering from work related injuries.

Report all accidents and incidents to management immediately.