Job Description

ABOUT WESTGATE RESORTS
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

Job Description

General Summary Of Duties:

Provide direction and supervision of all housekeeping activities for the hotel to ensure the highest level of cleanliness and guest satisfaction are maintained. 

Role and Responsibilities: (Includes but is not limited to the following)

To physically inspect guest rooms suites by checking beds, bathrooms, fixtures, floors, closets, etc., to ensure cleanliness and standards are met.
Provide instructions, assistance and direction to department employees.
Performance Evaluation: Communicate in written format the performance of employees within the department.
Counsel: To physically communicate by verbal communication deficiencies, problems, and arrive at solutions.
Employment: Physically review submitted applications and select the best possible candidate for position available.
Discipline: Physically review, counsel, or write necessary discipline notices such as verbal warnings, written warnings and termination procedures.
Train employees by illustrations, demonstrations using job knowledge and skills and provide skills and provide encouragement to do a good job or to continue to do a satisfactory job. 
Physically supervise and manage the operation providing leadership, directions, instructions, plans of action, discipline, hiring, while controlling cost/expenses and making decisions.
Communicate by way of written form, or review data that pertains to guest room, Hotel floors, employees, Hotel situations, and reports that are directed to the department.
Provide, gather and retain information that relates to the Hotel, assist in job performances, guest needs, conventions, showrooms, restaurants and other areas of importance.
Review/retrieve/input valuable information such as room status, guest history, work order, trip tickets, renovation projects, convention information and other stored data.
Retention of housekeeping records and documents and filing/storing in specified areas.
Forecast: Physically review the occupancy for the upcoming month, determine necessary amount of employees needed, dollar-amount to be spent.
Order furniture, fixtures, placing of case goods, directing trades and crafts in completing projects and monitoring schedules and time frames.
Payroll: Physically monitor and control payroll costs and expenses by reviewing daily reports and making necessary adjustments.
Budget: Analyze/department needs and prepare written proposal along with the amount to be spent submitting for approval. 

Qualifications

Performance Requirements: (Knowledge, skills and abilities)
Ability to listen effectively, read, write, speak, and understand the English language clearly to ascertain and document important information, to follow written and/or verbal instructions, to provide clear direction/guidance to subordinates, and to communicate with other employees, management, and external contacts.
Social skills as demonstrated by the ability to deal with internal/external "customers," some of whom will require high levels of patience, tact, and diplomacy to diffuse anger, collect accurate information, and resolve problems and concerns.
Ability to organize/prioritize work, meet deadlines, work with minimal supervision/multiple interruptions, exercise judgement, and implement control over the performance of subordinates.
Ability to safely operate shampoo machine, wet/dry vacuum, buffers, and power tools to insure proper training of subordinates.
Mathematical skills necessary to analyze reports, prepare forecasts, and budgets.
Knowledge of housekeeping operations, including: appropriate staffing levels, service equipment and guest relations.
Ability to access and input information using a moderately complex computer system.
Ability to deal with a number of problems requiring initiative and good judgment.
Ability to exercise judgment and implement control over the performance of staff. 
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other employees. Resolve complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and judgement, sometimes revising procedures to accommodate unusual situations.
Listen and respond to guest inquiries using a positive, clear speaking voice, answer questions and offer assistance giving accurate information.
Respond to guest inquiries. Provide guest satisfaction through assistance, direction and information within hotel guidelines.
Social skills as demonstrated by the ability to listen and respond to employee or management concerns/inquiries using a positive, clear speaking voice, answer questions and/or offer assistance giving accurate information regarding plans, policy or procedures within guidelines.
Knowledge of labor laws.
Ability to maintain attendance in conformance with standards.
Ability to maintain a neat, clean and well-groomed appearance.

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