CAREER GUIDE FOR HOUSEKEEPING FIRST-LINE SUPERVISOR/MANAGER

SOC Code: 37-1011.01

Pay Band(s): 2,3 and 4 (Salary Structure)

Standard Occupational Description: Supervise work activities of cleaning personnel to ensure clean, orderly, and attractive rooms in hotels, hospitals, educational institutions, and similar establishments. Assign duties, inspect work, and investigate complaints regarding housekeeping service and equipment and take corrective action. May purchase housekeeping supplies and equipment, take periodic inventories, screen applicants, train new employees, and recommend dismissals.

Housekeeping First-Line Supervisor/Managers positions in the Commonwealth are assigned to the following Roles in the Housekeeping and Apparel Services

Career Group:

Housekeeping Worker II
Housekeeping Manager I
Housekeeping Manager II

While Housekeeping First-Line Supervisor/Managers within the Commonwealth are all located within the Housekeeping and Apparel Services Career Group, individuals may want to pursue other opportunities within the Commonwealth depending upon individual training, education, knowledge, skills, abilities, and interests.

Other Career Group(s) that may be of interest are:

Administration and Office Support

Program Administration

Food Services

Retail Operations

Stores and Warehousing Operations

SKILLS, KNOWLEDGE, ABILITIES AND TASKS

(Technical and Functional Expertise)

Skills
Note: The technical and functional skills listed below are based on general occupational qualifications for Housekeeping First-Line Supervisor/Managers commonly recognized by most employers. Typically, you will not be required to have all of the skills listed to be a successful performer. Recruitment and selection standards for an individual state job must be based on the specific knowledge, skills, and abilities for that job as indicated in the job announcement and job description in the Employee Work Profile.

Adjusting actions in relation to others' actions.
Motivating, developing, and directing people as they work, identifying the best people for the job.
Managing one's own time and the time of others.
Talking to others to convey information effectively.
Understanding written sentences and paragraphs in work related documents.
Teaching others how to do something.
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Communicating effectively in writing as appropriate for the needs of the audience.

Knowledge
Note: The technical and functional knowledge statements listed below are based on general occupational qualifications for Housekeeping First-Line Supervisor/Managers commonly recognized by most employers. Typically, you will not be required to have all of the knowledge listed to be a successful performer. Recruitment and selection standards for an individual state job must be based on the specific knowledge, skills, and abilities for that job as indicated in the job announcement and job description in the Employee Work Profile.

The Knowledge of:

Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Abilities
Note: The technical and functional abilities listed below are based on general occupational qualifications for Housekeeping First-Line Supervisor/Managers commonly recognized by most employers. Typically, you will not be required to have all of the abilities listed to be a successful performer. Recruitment and selection standards for an individual state job must be based on the specific knowledge, skills, and abilities for that job as indicated in the job announcement and job description in the Employee Work Profile.

The Ability to:

Communicate information and ideas in speaking so others will understand.
Listen to and understand information and ideas presented through spoken words and sentences.
Read and understand information and ideas presented in writing.
Communicate information and ideas in writing so others will understand.

Tasks
Note: The following is a list of sample tasks typically performed by Housekeeping First-Line Supervisor/Managers. Employees in this occupation will not necessarily perform all of the tasks listed.

Assigns workers their duties and inspects work for conformance to prescribed standards of cleanliness.
Investigates complaints regarding housekeeping service and equipment, and takes corrective action.
Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
Coordinates work activities among departments.
Conducts orientation training and in-service training to explain policies, work procedures, and to demonstrate use and maintenance of equipment.
Inventories stock to ensure adequate supplies.
Evaluates records to forecast department personnel requirements.
Makes recommendations to improve service and ensure more efficient operation.
Prepares reports concerning room occupancy, payroll, and department expenses.
Selects and purchases new furnishings.

INTERESTED?

Like people, occupations have traits or characteristics. These characteristics give important clues about the nature of the work and work environment, and give you an opportunity to match your own personal interests to a specific occupation. When you choose a job in an occupation that matches your own interests you have taken an important step in planning a successful and rewarding career.

The occupation Housekeeping First-Line Supervisor/Managers has characteristics as described below:

Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Realistic — Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.

LICENSURE, REGISTRATION, OR CERTIFICATION REQUIREMENTS

Generally this is not required for Housekeeping First-Line Supervisor/Managers positions in state government.

Housekeeping supervisors and managers may become members of the International Executive Housekeepers Association, http://www.ieha.org which offers two kinds of certification programs to cleaning supervisors and managers: Certified Executive Housekeeper (CEH) and Registered Executive Housekeeper (REH). The CEH designation is offered to those with a high school education, while the REH designation is offered to those who have a 4-year college degree. Both designations are earned by attending courses and passing exams, and both must be renewed every 2 years to ensure that workers keep abreast of new cleaning methods. Those with the REH designation usually oversee the cleaning services of hotels, hospitals, casinos, and other large institutions that rely on well-trained experts for their cleaning needs.

Managers with the Commonwealth of Virginia are eligible for the Virginia Certified Manager Program offered by the Department of Human Resource Management. Web site is http://www.dpt.state.va.us/training/cpm/cpmhome.htm. This certificate program offers practitioner-oriented course work that builds upon management training programs offered through agencies, colleges, and universities.

Attainment of the Certified Administrative Manager (CAM) designation offered by the Institute of Certified Professional Managers, through work experience and successful completion of examinations, can increase a manager’s advancement potential. The Institute of Certified Professional Managers is a certifying organization and offers a management certification program. The Institute is located at James Madison University, Harrisonburg, Virginia. Web site is http://cob.jmu.edu/icpm. Management Skills is the theme of the program, which emphasizes the teaching and application of real-world, practical skills and techniques over theories, and critical-thinking skills over rote knowledge.

Certification may enhance professional development and career progression.

EDUCATIONAL, TRAINING, AND LEARNING OPPORTUNITIES

The Department of Labor provides the following information:

Cleaning supervisors coordinate, schedule, and supervise the activities of janitors and cleaners. They assign tasks and inspect building areas to see that work has been done properly, issue supplies and equipment, and inventory stocks to ensure that an adequate amount of supplies is present. They also screen and hire job applicants, train new and experienced employees, and recommend promotions, transfers, or dismissals. Supervisors may prepare reports concerning the occupancy of rooms, hours worked, and department expenses. Some also perform cleaning duties.

No special education is required for most janitorial or cleaning jobs, but beginners should know simple arithmetic and be able to follow instructions.

Advancement opportunities for workers usually are limited in organizations where they are the only maintenance worker. Where there is a large maintenance staff, however, cleaning workers can be promoted to supervisor and to area supervisor or manager. A high school diploma improves the chances for advancement. Some janitors set up their own maintenance or cleaning businesses.

The State Council of Higher Education lists several Virginia educational institutions that offer programs in supervision and management. This information is found on the web site: http://research.schev.edu/degreeinventory/inventory_2.asp?from=k12

COMMONWEALTH COMPETENCIES

Competencies are a set of identified behaviors, knowledge, skills, and abilities that directly and positively impact the success of employees and the organization. Competencies can be observed and measured. When consistently demonstrated, competencies make employees particularly effective in their work. Competencies help lay out a road map to career success. You can use the Commonwealth Competencies to help improve your individual performance by adopting behaviors that make high performing employees successful in their jobs. In this way, you can use the Commonwealth Competencies for your further professional development.

The Commonwealth Competencies are:

Technical and Functional Expertise
Understanding the Business
Achieving Results
Serving the Customer
Teamwork
Interpersonal and Communication Skills
Leadership and Personal Effectiveness

The above competencies may be applied to employees throughout the Commonwealth of Virginia. They can be rank-ordered by agencies and hiring managers to represent the needs of a specific job. The rank ordering will change depending upon the occupation, an organization's priorities, the actual job requirements, and the supervisor's preferences.

Career success is both about what you do (applying your technical knowledge, skills, and ability) and how you do it (the consistent behaviors you demonstrate and choose to use) while interacting and communicating with others. Hopefully, by studying the Commonwealth competencies, identifying your developmental opportunities, and working to refine your own competence, you can take charge of your career!

For additional information about the Commonwealth Competencies go to: http://jobs.state.va.us/cc_planningctr.htm. For the competencies, we first list the competencies and then define each. Finally, we list competency indicators; to describe what successful performance looks like.

COMMONWEALTH CAREER PATH

Career opportunities in the Commonwealth are not limited to moving “up” to the next highest role and pay band, changing positions, or to becoming a supervisor. That’s because most roles describe a broad group of occupationally related positions that perform a range of work that requires increased knowledge and skills. For that reason, Commonwealth roles describe the career paths within the same or higher-level role for the same or different Career Group. The broad salary range and the Commonwealth’s pay practices provide flexibility in recognizing career development and advancement. (Salary Structure)

For example: Housekeeping First-Line Supervisor/Managers

PAY BAND	FIRST-LINE SUPERVISOR ROLES (PRACTITIONER)	PAY BAND	MANAGER ROLE
2	Housekeeping Worker II	3	Housekeeping Manager I
		4	Housekeeping Manager I

Sample Career Path

Housekeeping Worker II

The Housekeeping Worker II role provides career tracks for supervisors responsible for providing daily supervision in the areas of housekeeping. Employees may act as working supervisors and in many cases inspect and approve work of agencies’ housekeeping workers and contract housekeeping workers.

Housekeeping Manager I

The Housekeeping Manager I role provides career tracks for managers responsible for managing operational aspects of housekeeping programs. Responsibilities range from managing segments of programs or managing overall program in agencies. These employees schedule, direct, and coordinate the overall management of assigned operations.

Housekeeping Manager II

The Housekeeping and/or Apparel Manager II role provides career tracks for managers of the administrative and operational aspects of housekeeping services. Managerial responsibilities range from mid-level to director of the entire program(s). Employees establish and maintain production schedules, procure materials, equipment, and supplies, prepare budgets, and confer and resolve problems with facilities sections and vendors. These positions require Working knowledge of management practices and principles including budgeting, procurement, and supervision, as well as considerable skill and/or experience in the specific areas of housekeeping.

ADDITIONAL OCCUPATIONAL INFORMATION CAN BE FOUND AT:

O*NET (Occupational Information Network)

http://online.onetcenter.org/gen_search_page

Virginia Employment Commission

http://www.alex.vec.state.va.us/

Career One Stop

http://www.careeronestop.org/

Virginia Career Resource Network

http://www.vacrn.net/

International Executive Housekeepers Association, Inc.,

http://www.ieha.org