Reporting to the Housekeeping Manager, responsibilities and essential job functions include but are not limited to the following:
- Consistently provide professional, friendly, and engaging service while supporting Fairmont New Orleans luxury service standards.
- Oversee daily AM/PM Housekeeping Dispatch operations, including room queues, banked rooms, room status, guest requests, and service needs.
- Lead and supervise the day-to-day operation of the Housekeeping department to ensure departmental policies, procedures, SOPs, and service standards are consistently followed.
- Assign daily sections and responsibilities to Room Attendants, Supervisors, and floor support based on occupancy, staffing levels, VIPs, arrivals, departures, and operational priorities.
- Ensure Room Attendants and Housekeeping colleagues are informed of daily priorities, special requests, VIPs, room assignments, and section requirements.
- Monitor room readiness and communicate effectively with Front Office and other departments to support timely room availability and a seamless guest arrival experience.
- Support the Housekeeping Manager with daily staffing, labor allocation, scheduling, and operational decisions.
- Assist with scheduling, including vacation requests, days off, sick calls, modified duty, staffing adjustments, and coverage needs.
- Create and adjust Housekeeping and Room Attendant schedules as business and operational needs change.
- Prepare and distribute daily operational reports, including VIP lists, guest reports, daily events, morning briefing sheets, room status reports, and other departmental reports.
- Maintain accurate Housekeeping reconciliation, inspection, staffing, payroll, scheduling, and operational records.
- Utilize hotel systems, including PMS, Amadeus, ALICE, RSM, Dayforce, and Microsoft Office, to support daily Housekeeping operations.
- Manage departmental communication devices and equipment, ensuring they remain operational, secure, and properly accounted for.
- Actively participate in daily briefings, daily warm-ups, Housekeeping meetings, Pre-Conference meetings, Morning Operations meetings, and Guest Experience meetings as assigned.
- Support colleague onboarding, training, coaching, performance documentation, recognition, and engagement initiatives in partnership with the Housekeeping Manager.
- Monitor Housekeeping standards and conduct or assist with guestroom and public-area inspections to ensure cleanliness, presentation, functionality, and brand standards are consistently maintained.
- Handle guest concerns promptly and professionally, documenting issues and communicating with the appropriate departments to ensure timely resolution.
- Investigate and resolve Housekeeping-related guest concerns and feedback, including Voice of Guest and guest survey responses, and coordinate appropriate service recovery efforts.
- Ensure guest concerns and service recovery actions are documented, communicated, and closed in a timely manner.
- Report necessary maintenance issues to Engineering and coordinate follow-up to ensure timely resolution.
- Handle Lost & Found items with urgency, discretion, accuracy, and care while following established hotel procedures.
- Ensure colleagues follow all Fairmont standards, departmental SOPs, safety and sanitation policies, and applicable regulations.
- Identify opportunities to improve departmental processes, communication, productivity, service delivery, and operational efficiency.
- Maintain a professional, organized, and efficient Housekeeping office and Dispatch area.
- Maintain accurate colleague records, payroll exceptions, schedules, reports, and departmental documentation.
- Communicate effectively with Housekeeping leadership, Front Office, Engineering, Guest Services, and other hotel departments to support seamless hotel operations and exceptional guest experiences.
- Perform additional duties and responsibilities as assigned by the Housekeeping Manager.