Chief Housekeeper
POSITION SUMMARY
Directs all housekeeping functions for guest areas, public areas and associated activities
throughout the vessel by performing the duties described below, both personally or through
subordinate managers and 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.
The housekeeping function is responsible for maintaining the staterooms, corridors, horticultural
areas, ice stations and service lockers. In the absence of a Facility Manager onboard the vessel,
the housekeeping function is expanded to include all indoor and outdoor public areas including
the pool and whirlpool areas.
- 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.
- Directs the overall housekeeping function onboard the vessel. Oversees the assignment of duties, responsibilities and workstations to employees. Observes and evaluates employees and work procedures to ensure quality standards and service is met. Approves personnel actions such as new hire requests and discharges, to ensure proper staffing. Provides final approval for overtime needs.
- Mentors, develops and provides on-the-job training to subordinates to strengthen their current performance and preparation for future advancement.
- Reviews financial transactions and monitors budget to ensure efficient operation, and to ensure expenditures stay within budget limitations. Constantly reviews current operating procedures for revenue-enhancement opportunities. Reviews for final approval requisition estimates for product replacements, supplies, purchases, etc.
- Maintains cleaning cost at reasonable levels without affecting quality and standards. Reviews and approves the requisitions from the various workstations. Requires the items be requisitioned in correct quantities, within acceptable time frames and in accordance with established control procedures. Conducts workstation spot checks to ensure items are correctly stored to and utilized to minimize waste.
- Implements Royal Caribbean International's Gold Anchor Standards for the housekeeping function with specific attention to consumable and replaceable items. Reviews outside audit findings and performs regular self-audits. Reviews outcome with subordinate management, and implements and ensures compliance with audit recommendations.
- Oversees all housekeeping presentations, activities and quality in all venues. Observes preparation to ensure quality standards are met. Oversees the care and maintenance of all equipment, props, supplies, etc. Oversees all special events conducted onboard the vessel requiring the housekeeping staff.
- On a regular basis, meets with subordinate supervisors and staff, to review the requirements of the day's housekeeping schedule, international and disabled guest requirements. Disseminates any other company related correspondence, notices, policies, procedures, etc. Reviews schedule to estimate time requirements to ensure speed and efficiency. Meets with function managers and/or staff to review guest comments to implement revisions and improvements.
- Monitors at all times USPH procedures for sanitation and cleanliness and monitors workstations and staff for adherence to those procedures. Enforces and follows USPH cleaning procedures for all assigned areas and related equipment.
- Confers with ship management to plan and integrate all departments and product offerings to enhance the guest experience through stateroom consumable items, food, beverage, shore excursions, gift shops, etc.
- Investigates and resolves housekeeping quality and service complaints in a timely fashion, and always with a view to exceeding the expectations of our guests.
- 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:
- Five to seven years housekeeping managerial experience in a 4 or 5 star hotel, or cruise line.
- Extensive knowledge of cleaning procedures with regard to public health standards.
- Extensive knowledge of proper cleaning techniques, requirements and use of equipment.
- Extensive knowledge of proper chemical handling.
- Ability to work positively and cooperatively in a diverse team environment to meet overallestablished time frames for the entire housekeeping operation. Ability to communicate tactfully with, department heads, coworkers and other shipboard employees to resolve problems and negotiate resolutions.
- Demonstrated aptitude for the financial aspects of a housekeeping operation, including the successful identification of expense reduction through cost control. Demonstrated aptitude for the management of headcount within assigned 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, problem resolution and achievement of quality service standards.
- 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, Word, and PowerPoint.
- Bachelor's degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the following:
- Ability to attend and complete, with a passing score, onboard USPH training.
- Minimum two years experience internally as a First Housekeeper with a performance rating of satisfactory or above.
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 40 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.
