The Westgate Resorts Service philosophy is:
'We fulfill our guests' dreams by providing a quality vacation experience that exceeds all expectations'
The Westgate Resorts Service Standards are:
We are an organization that is built on the idea of service to others and on the idea of making dreams come true. In order to achieve these goals we expect all employees to fulfill the Service Philosophy and the Service Standards in all interactions with guests and fellow employees.
Oversees daily housekeeping operations within corporate and resort guidelines to ensure quality standards and total guest satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Supervise and motivate all housekeeping supervisors with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to all service and productivity standards to provide guest satisfaction.
Assign duties in supervisors' building areas, examine and inspect for exactness, neatness, and conformance to policies and procedures. Complete assigned projects and keep written track of progress.
Communicate with guests and supervisors both verbally and in writing to answer questions and provide clear direction in advising and instructing details of work; organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
Regular attendance in conformance with the standards which may be established by Westgate Resorts from time to time is essential to the successful performance of this position.
Recruits, hires, trains and provides career development for housekeeping staff; conducts performance evaluations and provides feedback for employees.
Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.
Displays a professional image at all times through appearance and dress.
Follows company philosophies, policies and procedures and is able to effectively communicate them to subordinates.
Conducts training classes regarding safety, security, department procedures and service guidelines.
Manages subordinate supervisors who supervise entry level personnel in the Housekeeping Department. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); or two years verifiable Housekeeping manager or supervisor experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must have the ability to train supervisors, resolve conflicts, plan and delegate responsibilities.
CERTIFICATES, LICENSES, REGISTRATIONS
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to wet and/or humid conditions and moving mechanical parts. The noise level in the work environment is usually moderate.