NHS Human Services, Inc.

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PURPOSE AND OBJECTIVES OF POSITION

Provides support to the Housekeeping management team with the coordination of guests and Front Office requests in order to maintain Langham, Chicago Forbes standards. Performs all administrative functions within the department, answer all internal/external calls, data entry and preparing reports. Provides support by supervising the Room Attendants, Lobby Attendant and House Attendant by ensuring the guest rooms and public areas exceed and maintain the consistent quality of Langham Chicagos Forbes standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Open and close Housekeeping daily operation by preparing daily reports (AM/PM boards, rooms inventory, VIP arrivals, special requests tracking etc.), assigning guestrooms to the Room Attendants, preparing a checklist for the House Attendant and Public Area Attendant, scheduling guest amenity deliveries to ensure adherence to all Forbes services and productivity standards.

{=html} <!-- --> - The Housekeeping Lead shall tour the hotel, when assigned by Housekeeping Management Team, to inspect rooms, floors, linen closets, storage closets and butler closets, check all public areas and evaluate the performance of the Housekeeping staff, by counseling them in a positive and constructive manner. Shall record inspection results and inform colleagues of inadequacies in their assigned tasks. - Handle telephone calls and ensure all messages, information and requests are logged, communicated promptly and accurately to provide prompt delivery of excellent service for both internal / external guests and colleagues to ensure Langham, Chicagos high standards of quality.

{=html} <!-- --> - Build strong relationships with the Front Office, Engineering and Private Dining team by maintaining a friendly, engaging, and courteous demeanor at all times. Assist them in resolving guest complaints by conducting thorough research of the situation and the most effective resolution. - Ensure all guest inquiries are completed timely and efficiently. The Housekeeping Lead shall respond to guest complaints regarding housekeeping service and resolve guest complaints throughout the day to ensure total guest satisfaction. - The Housekeeping Lead shall assist the Housekeeping Manager in training the staff for shift-related duties and responsibilities. - Assist all Housekeeping colleagues with any requests to ensure smooth operations. - Due to the cyclical nature of the hospitality industry, the Housekeeping Lead may be required to work varying schedules to reflect the business needs of the hotel. - Be familiar with basic computer skills and able to handle any request using the hotel system. - Knowledge of stain removal and chemical agents and operation of different types of equipment - Adhere to Langham, Chicago Housekeeping standards and Forbes standards.

SUPPORTIVE FUNCTIONS

This position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the management based upon the requirements of the company:

• Inform Engineering of any necessary repairs to maintain a functional hotel.
• Communicate laundry procedures and applicable costs to in-house guests. Assist Laundry Attendant with uniforms tracking and delivering.
• Knowledgeable of all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Director of Housekeeping, Director of Security, Hotel Manager or Managing Director. Remain calm and alert, always during an emerg ncy.
• Maintain effective record and filing systems, completing all administrative reports accurately and in a timely manner.

{=html} <!-- --> - Assist with weekly and monthly inventories of furniture, fixtures, equipment and supplies as requested.

{=html} <!-- --> - Prepare daily forecast of expected arrivals and departures using analysist and judgement skills. - Maintain complete knowledge of all Housekeeping services, outlets, hotel areas / features and hours of operation. - Follow all Occupational Health and Safety regulations. - Perform general cleaning tasks using standard hotel cleaning products to adhere to health standards. Assist other housekeeping employees in maintaining clean and organized work and public areas. - Ability to work professionally and cohesively as part of a team. - Remains calm and alert, always during an emergency - Make recommendations for training related issues when inconsistencies develop. - Prepare daily forecast of expected arrivals and departures using analysist and judgement skills.