First Housekeeper
POSITION SUMMARY
Manages the operational aspect of the housekeeping activities throughout their assigned vessel by performing the duties described below either personally or through subordinate supervisors.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Royal Caribbean International expects each shipboard management team member to relentlessly exemplify the principles of the Anchored in Excellence Credo to all team members. In addition, all duties and responsibilities are to be performed in accordance with Royal Caribbean International's Gold Anchor standards, SQM standards, USPH guidelines, environmental, and safety policies.
- 1. In accordance with Royal Caribbean International's philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
- Supports the Chief Housekeeper in the overall housekeeping function onboard the vessel. Focusing primarily on quality of operations: Oversees the assignment of duties, responsibilities and workstations to employees. Observes and evaluates employees and work procedures to ensure quality standards, regulations and service are is met. Ensures efficient staffing levels on a shift by shift basis as deemed adequate to execute company standards of guest service and safety.
- Oversees a staff consisting of the Supervisors and Stateroom Attendants. Mentors, develops and provides on-the-job training to subordinatess to strengthen their current performance and preparation for future advancement as well as executes directives deemed appropriate by the Chief Housekeeper. Coaches, counsels and conducts the performance appraisal process for assigned staff. Observes and/or participates in the counseling sessions with the Second Housekeeper and Supervisors. Distributes wages to Housekeeping personnel according to established procedures.
- Reviews financial transactions and monitors budget to ensure efficient operation, and to ensure expenditures stay within budget limitations. Reviews for final approval requisition estimates for housekeeping replacements, supplies, purchases, etc.
- Collaborates with the Chief Housekeeper, to review the requirements of the day's schedule, guest requirements, guest comments and other related details.
- Ensures consistent execution of Royal Caribbean International's Gold Anchor Standards for the housekeeping function. Reviews audit comments, discusses with subordinate management, and implements audit recommendations..
- Monitors all housekeeping presentations and quality at all times during the voyages and on turnaround daysin all venues. Inspects housekeeping preparation to maintain quality standards and sanitation regulations in regards to stateroom service. Maintains an awareness of the category, status and condition of the staterooms. Participates with the Security Officer in the event of lost or stolen property. Discusses incidents with guests to ensure all issues are resolved satisfactorily.
- Investigates and resolves housekeeping quality and service complaints in a timely fashion, and always with a view to exceeding the expectations of our guests.
- Manages the efficiency of luggage distribution operation on turnaround day.
- Attends meetings, training activities, courses and all other work-related activities as required. Where appropriate, initiates meetings to address and resolve quality concerns and to continuously identify improvement opportunities.
- Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
- Two to three years housekeeping supervisory experience in a hotel environment preferred.
- Minimum one to two years previous cleaning experience, preferably in a 4 or 5 star hotel.
- Knowledge of proper cleaning techniques, requirements and use of equipment.
- Knowledge of proper chemical handling.
- Ability to manage the financial aspects of a housekeeping operation, including the successful identification of expense reduction through cost efficiencies. Ability to manage headcount within area as it relates to and supports the business needs of the vessel.
- Knowledge of principles and processes for providing customer and personal service including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques.
- Knowledge of policies and practices involved in the human resources function. Ability to manage the international staff in a positive and productive manner by motivating, developing and managing employees as they work. Ability to utilize and administer the disciplinary action process through coaching and counseling to improve performance or terminate employment.
- Working knowledge of computers, Internet access, and the ability to navigate within a variety software packages such as Excel and Word or related programs.
- Completion of high school or basic education equivalency required.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the following:
- Completion of one 2nd Housekeeper contract, with a performance rating of above satisfactory and demonstrated leadership skills.
Language Requirements:
- Ability to speak English clearly, distinctly and cordially with guests.
- Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
Physical Requirements:
- While performing the duties of this job, the shipboard employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. 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, peripheral vision, depth perception, and ability to adjust focus.
- All shipboard employees must be physically able to participate in emergency life saving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
