The Senior Guest Experience Manager in Housekeeping leads the daily operations of the Housekeeping team including Reception and Lost & Found. You will work with Guests, Cast Members, external service providers, the local community, and partners daily to provide a seamless arrival experience and delivery of clean and ready rooms for guest arrival. You will use a complex property management system and other multi-functional hotel/guest services systems.

You will report to the Executive Housekeeper

You Will

• Lead a team of hourly Housekeeping Cast Members while focusing and delivering on safety, courtesy, show and efficiency. Recognize and coach a diverse team of Cast Members.
• Conduct regular meetings with Cast Members to communicate relevant information.
• Manage the Housekeeping Operations – You will spend up to 80% of each day working in the operating area with Guests and Cast Members.
• Make daily operational decisions that benefit Guests, Cast Members and the business.
• Maintain current training proficiencies and confirm training and recertification completed by Cast Members.
• Support local projects and anticipate/address potential impacts to the Guest and Cast experience.
• Communicate and partner with other leaders, peers and partners to ensure smooth daily operations.
• Monitor daily staffing levels and forecast labor coverage needs based on business demand.
• Exceed guest expectations that yield results and positive guest feedback.
• Partner with the Front Office team to ensure delivery of clean and ready rooms for guest arrival.
• Serve as a change agent, taking calculated risks to integrate processes, removing barriers and aligning performance goals of the hourly Cast.

You Will Have

• Minimum 5 years of Front Desk or Housekeeping leadership/managerial experience
• 5 years of leadership experience with the ability to function in a team environment. Hold self and others accountable, and the ability use partnership and networking skills to resolve conflict and problems.
• Experience leading a multicultural team and passion for developing others
• Experience partnering with fellow Cast Members to move the operation forward to the next level of excellence.
• Experience understanding the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
• Demonstrated skills to inspire and effect change
• Organization, multi-tasking and time management skills with attention to detail
• Demonstrated skills to see responsibilities through to completion
• Maintain positivity and a cast focus to engage and develop a diverse, multi-lingual team.
• Proficient in basic computer functions necessary to operate in a Windows environment and adapt to new technology
• Availability to work a flexible work schedule, including weekends, variable shifts and holidays

Preferred Qualifications

• Previous experience with Opera Property Management System or related property management systems
• Previous experience with HotSOS or similar service optimization software
• Previous experience working in a Housekeeping role or knowledge of chemicals, materials, cleaning technique and equipment
• Experience in a Forbes rated hotel or equivalent
• Multilingual skills
• Prior leadership experience in a unionized environment

Education

High school diploma or equivalent is required

Bachelor's degree in hospitality or a related field is preferred