This position shall strive to provide exceptional service to both internal and external guests at all times. S/he will be held accountable for the successful financial results and efficiency of the housekeeping operations to include maintenance of guest rooms, public space, and heart-of-house areas. Additionally, s/he will provide leadership, guidance, and support to the housekeeping team (to include, but not limited to, laundry and uniform teams) in the areas of guest service, training, scheduling, and performance management for the overall successful day-to-day operations. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for The Woodlands Resort.

• Demonstrate expertise and knowledge of all services/features, hours of operations, room types, daily house count, expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Prepare and properly distribute room assignment sheets to scheduled staff and ensure assignments are completed at the end of each shift.
• Demonstrate financial acumen and prepare forecasts, monitor daily reports, and control the expenses per the department budget without sacrificing the quality of product and/or services.
• Consistently perform inspections and maintain safety and cleanliness of guest rooms, public space, and heart-of-house areas; effectively manage the maintenance program according to standards.
• Instills a calm, organized approach when interacting in stressful situations; approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Ensure that sufficient staffing is present to meet the daily business demands.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive, and supportive relationships with team members across all departments through effective communication and collaboration of exchanging ideas for best practices.
• Take ownership to recruit, hire, train, and successfully support and manage the talent of all new and existing team members.

• High school diploma or general education degree (GED or minimum of five years related experience and/or training; or equivalent combination of education and experience).
• College degree preferred.
• Minimum of five years supervisory experience in a high volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.
• Must be able to understand, speak, read, and write in the basic English language.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules.

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