POSITION SUMMARY: As part of the Housekeeping team, the Assistant Housekeeping Manager is proactively anticipating every guest's needs and expectations.
Must possess outstanding hospitality, communication, and organizational skills in addition to effective decision-making abilities.
Paying keen attention to detail, he/she is held fully accountable for the quality of their guests' experience in Staterooms and public areas.
This individual will take full ownership and accountability for the maintenance as well as the look and feel of his/her assigned area, that being assigned Stateroom or public spaces, and will also ensure flawless service in all Guest Areas.
Responsible for the operational management of all Housekeeping functions for top suites/lofts, assigned decks, and daily operational aspects, including the cleaning activities of public/crew areas and the pool deck.
Provides direct support to the Housekeeping Manager in ensuring the division's objectives are met and the day-to-day operations in both Housekeeping and Laundry are maintained to standard.
Demonstrates excellent training, leadership development, and recognition skills with both supervisors and crew members, maintaining a strong floor presence to ensure team members deliver exceptional customer service to guests through flawless and consistent execution of their responsibilities.
This position description does not imply that these are the only duties to be performed by the shipboard employee occupying this position.
Employees may be required to perform any other job-related duties assigned by their supervisor or management.
All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality, and Environmental standards and Royal Caribbean International's brand standards, SQM standards, USPH guidelines.
Each Employee always conducts himself in a professional and courteous manner, consisting of physical and verbal interactions with guests or fellow Employees in the presence of guests and employees.
Qualifications: External Candidate Minimum one-year Housekeeping Managerial experience in a large 4- or 5-star hotel (500+ rooms), cruise line, or hospitality industry related field required, with demonstrated experience supervising a team of minimum of 10 employees.
Combination of education equivalent to high school diploma or any other source of education, training, or experience that provides the required knowledge, skills, and abilities.
Extensive knowledge of proper cleaning techniques, chemical handling, safety-related procedures, requirements, and use of equipment, personal protective equipment, and job safety analysis related to proper handling of chemicals, lifting, pushing, and pulling heavy equipment, garbage removal.
Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact, and diplomacy.
Flexibility to manage, direct, and encourage a positive, dynamic, diverse Housekeeping Supervisor team by navigating through a changing work environment.
Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
Ability to work positively and cooperatively in a diverse team environment to meet overall established time frames for the Housekeeping division operation.
Working knowledge of computers, Internet access, and the ability to navigate within a variety of software packages such as Excel, Word, or related Company programs (SQM, OCIMS, Fidelio, LGA, Medallia, Kronos etc.)
Completion of high school or equivalent required.
Demonstrates a strong results-oriented management style with proven successes.
Must focus on operational goals where training, leadership development, and recognizing overall team performance is paramount.
Specific knowledge of principles and processes for providing exceptional customer and personal service including needs assessment, problem resolution, demonstrated strong attention to detail, and achievement of quality service standards.
Ability to communicate diplomatically with managers and shipboard employees to resolve problems and negotiate amicable resolutions to challenges.
Pass Omnia assessments, both Cognitive and Behavior.
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