Heart of House Specialist

Roles and responsibilities

Our Utility Cleaners play an important role in support of a number of vital hotel functions. At our hotels these associates may work across departments (e.g., kitchen, food and beverage, laundry) to support cleaning needs. Whether preparing fresh clean linen and spotless dining ware for guests to enjoy, operating and maintaining cleaning equipment and tools (e.g., dish washing machines, hand wash stations, linen washers and dryers), or transporting dishware or linens across the hotel, these associates do whatever it takes to get the job done.

No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Ensure adherence to quality expectations and standards, develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager.

• Operations Coordination:

  • Oversee day-to-day operations of the back-of-house departments (housekeeping, kitchen, maintenance, laundry, etc.) to ensure smooth and efficient operations.
  • Serve as a point of contact between front-of-house (FOH) and back-of-house (BOH) teams to ensure seamless communication and collaboration.

• Staff Support and Training:

  • Support back-of-house staff by offering assistance, guidance, and supervision to ensure all tasks are completed to the highest standards.
  • Provide training to new employees or existing team members on departmental procedures, safety protocols, and customer service expectations.

• Maintenance and Equipment Management:

  • Ensure the maintenance of back-of-house equipment (e.g., kitchen appliances, laundry machines, HVAC systems) is in good working order.
  • Coordinate repairs and regular maintenance schedules with the maintenance team.
  • Track inventory levels of supplies and equipment, ensuring there are no shortages or delays in operations.

Desired candidate profile

• • Strong organizational and multitasking skills.
  • Excellent communication and interpersonal skills to effectively coordinate between teams.
  • Problem-solving ability to address operational challenges.
  • Knowledge of health, safety, and sanitation standards.
  • Ability to manage inventories and suppliers.
  • Attention to detail and ability to prioritize tasks effectively.
  • Leadership skills to manage and train staff.
  • Ability to work under pressure and handle stressful situations.

Performance Metrics:

• Operational Efficiency:

  • Timely completion of back-of-house tasks, ensuring no delays in service delivery.

• Team Performance:

  • Effective training and management of staff, with a focus on productivity, safety, and customer satisfaction.

• Health & Safety Compliance:

  • Consistently meeting or exceeding health and safety standards, with no significant violations or accidents.

• Guest Satisfaction:

  • The indirect impact on guest satisfaction, measured by how efficiently the back-of-house operations support front-of-house staff in delivering a positive guest experience.

• Cost Control:

  • Monitoring supply usage and reducing waste in areas such as food, linens, and cleaning supplies.