Rooms Manager

Job Responsibilities:

• Consistently exceeds the Housekeeping defined targets, by driving a personalized guest and teammate centric & experience culture, reducing friction points and mitigating negative surprises.
• Ensures utilization of Princess MedallionClass products, services and applications to drive engagement in delivering a guest and teammates centric experience.
• Enforces accountability and ownership of the Service Excellence platform and philosophy.
• Responsible for guest satisfaction, supporting the teams to provide timely, effective, and personalized resolutions, while driving down ship specific post cruise complaints.
• Partners closely with shipboard leaders to capture best practices and shares insights on operational efficiencies.
• Ensures that Company and Public Health standards of housekeeping, sanitation, maintenance, and related services in guest staterooms, officer cabins, guests and teammate public areas, and associated areas are always upheld.
• Owns and monitors the Housekeeping performance through the Quality Assurance strategy and company issued standards.
• Performs daily inspections to ensure consistent cleanliness, sanitization, presentation and timely readiness of guest and teammate public areas.
• Drives the consistent use of OCEAN Hospitality and GuestView Housekeeping tools to ensure personnel deliver a truly personalized service to guests.
• Directs the day-to-day Laundry operationincluding valet service, and in-service uniform and linen programsinstituting efficiencies and ensuring quality control.
• Accountable for the full spectrum of housekeeping and laundry operation, including problem resolution and all Service Excellence related guest inquiries.
• Constantly monitors guest feedback, Service Excellence platform and OBE information to identify trends that might compromise the guest experience.
• Owns the onboard Interior Design program, including preventive maintenance, material inventory, and ongoing reporting.
• Manages the Housekeeping and Laundry expenditures, ensuring operation budgets are always followed and used efficiently.
• Develops annual Capital Expenditure and Operational Budget requests within Company guidelines.
• Drives the efficient management and use of all housekeeping supplies, laundry supplies, and onboard in-service inventory for the Linen and Uniform programs.
• Partners with the Hotel Storekeeper to maintain adequate in-stock levels of housekeeping, laundry, linen and uniform items.
• Responsible for an inclusive culture, and instills our Shared Purpose, Core Values throughout the Housekeeping team.
• Promotes a positive change management environment by influencing the execution of operational initiatives.
• Mentors the Housekeeping and Laundry teams through coaching, training and ongoing development to support career progression.
• Supports teammates innovations and ideas for enhancing performance and collaborates with stakeholders throughout the development, approval, and implementation process.
• Consistently monitors engagement metrics and mentors the Housekeeping and Laundry teams to ensure teammate satisfaction.
• Effectively communicates company updates and strategies to the team using appropriate technology to disseminate information as directed.

Qualifications:

• Five+ years of progressive management experience in a leading hospitality setting with operational management experience in Housekeeping operations.
• Demonstrated leadership capabilities with proven business and organizational planning, coordination, and execution.
• Quality-driven with a passion for building a guest-centric operation, delivering quality service standards, and adopting successful problem resolution and trend evaluation techniques.
• Knowledge of policies and practices involved in the Public Health and Environment.
• Ability to manage the international staff positively and productively by motivating, developing, and managing employees as they work.
• Must possess the ability to coach and counsel targeted to improve performance, administering the disciplinary process effectively.
• Excellent command of the English language, both verbal and written.