Housekeeping Manager

Job Number 23219105
Job Category Housekeeping & Laundry
Location W Milan, Piazzetta M. Bossi 2, Milan, Milan, Italy VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

W Milan is currently recruiting for a Housekeeping Manage r who will be responsible for the short and long-term operations of Housekeeping, Health Club and Laundry. 

Reporting to the Director of Rooms, among the main activities, the position will:

• Design and implement the hotel’s housekeeping policies, standards and procedures
• Direct and work with internal and external associates to verify property guestrooms, public space and employee areas are clean and well maintained as per standards;
• complete inspections and hold people accountable for corrective actions;
• assist in ensuring guest and associates satisfaction while maintaining the operating budget;
• train associates on brand and company standards and on specific training programs.
• Maintain inventory of guestroom supplies, cleaning supplies and uniform
• Ensure compliance with all Health and Safety protocols

Working during the pre-opening phase of a luxury hotel in Marriott international is an incredible opportunity to gain strong expertise and exposure with Marriott International EMEA leaders. This can remarkably accelerate your career growth within the company and provide you the right tools to be involved in other openings at national and international level.

 

The impact you’ll make

In our property, the housekeeping department is brought to another level. You do not only clean rooms or public areas. Your attention to details, your love for making things shine and your obsession with standards and processes will blow away our guests every time they enter the living room and go up to their rooms. Your passion for the housekeeping operations set the example for your Associates. As a key position for the long-term success, you are motivated and resilient to achieve the best scores and do not accept mediocrity. You have excellent people skills and have an upbeat, positive attitude to work and life. You are creative and always think of new ways of doing things, you embrace change. Housekeeping is an essential function in our property and as such you will also play a vital role in bringing to life the lifestyle luxury experience for our guests.

 

About us

Located in the heart of Brera, W Milan aims to stand out in the city and become a real cultural hub. The first real luxury lifestyle hotel embraces the authentic Milanese spirit and passions. Its interior are designed by Studio Urquiola which reinterpreted the rationalist architecture of the original 1950s building with a vibrant, contemporary interior design that captures the Milanese essence through its colors, materials, finishes and inspirations. 

The hotel boasts an eclectic mix of culinary destinations. A sophisticated Japanese restaurant, an authentic Italian restaurant in partnership with Michelin-star Chef Andrea Berton, a lounge where you can sip aperitivi and light Milanese snack and a unique rooftop complete with pool and lounge areas.

 

What we offer

• Join the pre-opening team and gain international exposure to Marriott EMEA Leaders
• Professional career progression at international level in more than 8000 properties in Marriott International
• Learning and development opportunities through online platforms, on the job trainings and classroom-based courses
• Discounts on hotel rooms, gift shop items, food and beverage in Marriott International portfolio
• Inspiring and motivated management with international mindset
• Charity events, Wellbeing activities and sustainability initiatives through the TakeCare and 360° programs
• Recognition activities such as Associate of the month, Birthdays Lunch, Appreciation weeks
• Canteen service on property

 

CORE WORK ACTIVITIES

Managing Housekeeping Operations and Budgets

• Verifies guest room status is communicated to the Front Desk in a timely and efficient manner.
• Inspects guestrooms on a daily basis.
• Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.                    
• Inventories stock to verify adequate supplies.
• Supports and supervises an effective inspection program for all guestrooms and public space.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.
• Verifies all employees have proper supplies, equipment and uniforms.
• Communicates areas that need attention to staff and follows up to verify understanding.
• Supervises daily Housekeeping shift operations and verifies compliance with all housekeeping policies, standards and procedures.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.
• Cost Control
• Organize the closure of the month
• Daily Walkthroughs on the property
• Control of Non-Capex items
• Laundry / linen control and inventory

Conducting Human Resources Activities

• Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.
• Establishes and maintains open, collaborative relationships with employees and verifies employees do the same with them.
• Schedules employees to business demands and for tracks employee time and attendance.
• Verifies employees understand expectations and parameters.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
• Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.
• Observes service behaviors of employees and provides feedback to individuals.
• Verifies employee recognition is taking place on all shifts.
• Participates in an on-going employee recognition program.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Participates in employee progressive discipline procedures.
• Celebrates successes and publicly recognizes the contributions of team members.

Ensuring Exceptional Customer Service

• Sets a positive example for guest relations.
• Understands service standards.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Responds to and handles guest problems and complaints.
• Strives to improve service performance.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability -  Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 
• Communication  - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making  - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor  - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams  - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results  - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing  - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships  - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships  - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset  - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability  - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Talent Management

• Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Applied Learning  - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen  - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

Technical Acumen  - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

• Cleaning Materials, Equipment, and Techniques  - Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment.
• Housekeeping Tracking and Inventory  - Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintain inventory systems or logs, and basic cart care.
• General Housekeeping  - Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems and opening and closing of the house.  Ability to use general housekeeping codes to indicate room readiness.
• EIWO (Everything In Working Order ) - The ability to inspect and identify guest room components  (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies.  This includes reporting procedures.
• General Laundry  - Knowledge of proper processing of various types of textiles, fabrics and colors, including techniques stain removal, dry cleaning, washing and drying of terry, F&B linens, and bed sheets.  Linen quality control, to include discards, ragging, etc.
• Environmental Sustainability  – Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs.
• Security/Loss Prevention  - Knowledge of the procedures and techniques for property surveillance, property locks and keys, emergency situations, and legally defensible incident, accident, and injury investigations.
• Public Safety -  Knowledge of processes and procedures to ensure public health and safety in regards to Norovirus and Bloodborne pathogens and pest elimination (i.e. bed bugs, ants, etc.).
• Preventative Maintenance  - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
• Purchasing and Materials Management  - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.

Basic Competencies  - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills  - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning  - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension  - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension  - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing  - Communicates effectively in writing as appropriate for the needs of the audience.

 

CANDIDATE PROFILE 

• 2 to 5 years experience in leading the housekeeping area in a lifestyle hotel brand
• Italian and English language knowledge is mandatory
• Understanding of SoP, brand guidelines and operational management in international hospitality companies
• High school diploma or GED; OR 2-year degree from an accredited university in Hotel Management, Hospitality, Business Administration, or related major

 

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. Moreover, you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

 

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws 

 

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.