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Role: Housekeeping Manager

Located two blocks from Bryant Park, Refinery Hotel is a luxury hotel in Midtown Manhattan’s
Garment District. While our home in the 1912 Colony Arcade building gives us a long history,
our stylish loft rooms, acclaimed Parker & Quinn restaurant, and trendsetting Refinery Rooftop
bar create a fashionable refuge for locals and cultured visitors in present-day New York.

Job Summary

The Housekeeping Manager manages all operations of the housekeeping department and the
cleanliness and look of the entire property. The Housekeeping Manager is responsible for
delivering excellence in guest service by developing relationships with guests, providing
personalized service, anticipating and delivering guests’ needs.

Essential Functions

Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests,
managers, and fellow employees.

Genuine interest in curating the guests experience including but not limited to: all guest
requests, problems, complaints and/or accidents arising in person or through
reservations, comment cards, letters and/or phone calls.

Motivate, coach, counsel and monitor all assigned personnel according to hotel
standards though providing regular feedback.

Lead the development of Housekeeping team members to not only meet service
standards but exceed them.

Understand and implement all Refinery Hotel Standard Operating Procedures and house
rules. Understand hospitality terms.

Oversee the overall cleaning and maintenance of the guest rooms and public areas.

Observe and evaluate the quality and quantity of work completed by the housekeeping
team members.

Ensure clean rooms are available for arriving guests for check in time.

Verify status of rooms to clear room discrepancies.

Communicate with Housekeeping Leadership and Front Office team when rooms need
to be changed.

Conduct daily inspections of all room attendants in vacant and occupied rooms to
ensure cleanliness, design elements are at standards and working condition of rooms is
acceptable.

Record findings from inspections on inspection form.

Thoroughly check VIP rooms and advise necessary departments when complete.

Advise room attendants of defects and sends back to correct deficiencies when
applicable.

Log status of rooms on reports.

Advise hotel room leadership of defects in rooms and of any delays with room
attendants.

Report rooms found clean or guests with preference of DND/NS.

Check status of out of order rooms in Opera.

Verify status of rooms to clear room discrepancies.

Ensure all equipment is properly maintained and in good working order.

Develop relationships with guests in order to provide personalized service.

Resolve guest complaints, handling all guest interactions with the highest level of
hospitality and professionalism, accommodating special requests whenever possible.

Respond to guests’ requests in an accurate and timely manner, creating a positive
outcome that will result in a memorable experience.

Proper handling of VIP’s, recognize repeat guests and protect their privacy and
confidentiality.

Physical Requirements

Due to the cyclical nature of the hospitality industry, employees may be required to
work varying schedules to reflect the business needs of the hotel.

Considerable repetitive motion of hands and wrists as it relates to the use of computer
keyboards is possible.

Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds
of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Ability to stand during entire shift.

Other Requirements

Maintain regular attendance in compliance with Refinery Hotel Standards, as required
by scheduling, which will vary according to the needs of the hotel.

Comply with Refinery Hotel Standards and regulations to encourage safe and efficient
hotel operations. Must be able to understand and apply complex information, data, etc.
from various sources to meet appropriate objectives.

Must be able to cross-train in other hotel related areas.

Must be able to maintain confidentiality of information.

Must be able to show initiative, including anticipating guest or operational needs.

Must be effective at listening to, understanding, and clarifying concerns raised by
employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Attend all hotel required meetings and training's.

Participate in M.O.D. coverage as required.

Education & Experience

At least 3 years of progressive experience in hospitality or a related field; at least 2 years
Front Office experience

Hospitality Degree preferred.

Fluency in multiple languages a plus.

Ability to develop and deliver effective training to the Housekeeping staff.

Comprehensive knowledge of top accounts for the hotel, NYC markets and trends.

Experience with personal computers and various property specific applications, such as
OPERA, Word, Excel, Outlook, Internet, HOTSOS, Saflok, and guest response systems
preferred.

Must be able to effectively communicate both verbally and written, with all level of
employees and guests in an attentive, friendly, courteous and service oriented manner.

Grooming Requirements

Maintain high standards of personal appearance and grooming, which include wearing the
proper uniform and hotel branded pin (specific standards available).

This job description is not intended to detail every aspect of your job or list every task you
may perform. It is provided as a general overview of the responsibilities and skills required to
do this job successfully.

 

63 W 38TH STREET, NEW YORK, NY 10018
HOTEL & RESERVATIONS: 646.664.0310

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