Manager, Housekeeping Services

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Positional Summary

The Manager for Residential Housekeeping Operations is a leadership level position within the Facilities Planning and Operations team. Reporting to the Assistant Director for Residence Hall Operations overseeing Housekeeping Operations, the Manager for Residential Housekeeping Operations will serve as the direct supervisor of 13 Senior Housekeeping Supervisors and will be responsible for the day-to-day coordination of Housekeeping Operations for all residential houses and quads at Duke University.

Key Position Duties

Housekeeping Operations Oversight- 35% of Effort

• Manage and coordinate housekeeping functions for residential houses and quads on East and West Campus; analyze and plan complex housekeeping programs and schedules ensuring proper distribution of assignments and adequate staffing, supplies and equipment for subsequent performance of duties.
• Maintain liaison with external contractors and vendors in the coordination of housekeeping services for off-site apartment buildings owned and/or operated by the Housing and Residence Life department (e.g., Lancaster Commons, Blue Light Apartments, 300 Swift)
• Coordinate and conduct scheduled unplanned and planned building audits of all existing and new residential spaces to ensure consistency of cleaning standards, service levels throughout residential facility operations.
• Evaluate and make recommendations concerning cleaning products and equipment under study; order and maintain sufficient inventory of housekeeping supplies and equipment.
• Recommend, develop, and implement solutions for operational problems in work schedules, non-routine service, personnel utilization and non-scheduled jobs.
• Recommend policies, procedures, guidelines and standards to determine acceptable cleanliness levels for residential buildings and overall housekeeping operations.

Staff Supervision and Management- 35% of Effort

• Ço-Supervise 13 Senior Housekeeping Supervisors for East and West Campuses directly, as well as 78 Housekeeping Specialists and 24 Utility Workers indirectly.
• Manage various personnel functions including, but not limited to hiring, performance appraisals, promotions, transfers, vacation and overtime schedules, as well as disciplinary actions in accordance with the Local 77 collective bargaining agreement.
• Ensure compliance of direct reports in all Facilities Planning and Operations, Division of Student Affairs, and Duke University policies, expectations, procedures, and requirements including safety, quality assurance and key performance indicators.
• In collaboration with the Assistant Director for Residence Hall Operations, plan and conduct meetings with direct and indirect reports to ensure compliance with established practices, to implement new policies and to keep employees abreast of current standards and procedures.
• Provide ongoing training and development for Housekeeping Supervisors in effective staff management, conflict resolution, and other areas of development identified department leadership.
• Conduct onsite quality audits and proactively engage with employees to maintain a presence as well as effectively manage and motivate staff.
• Ensure the appropriate training of employees in proper housekeeping procedures and appropriate performance of duties; analyze training needs and determine most effective course of action to address deficiencies.
• Area Supervisor for Blue light, 300 Swift, 301 Swift and Smart Home. Oversee daily operations.

Administrative Responsibilities- 15% of Effort

• In consultation/collaboration with the AD, assist in the management, processing, and tracking of personnel actions including disciplinary actions, FMLA/Leaves of Absence, hiring/transfers/terminations.
• In collaboration with the Assistant Director, assist with determining fiscal requirements and preparing departmental budgets.
• Monitor, verify and reconcile expenditure of budgeted funds; ensure compliance with Departmental and University policies and procedures.
• Prepare periodic reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.
• Serve as the primary auditor, reviewer, and approver of hourly employee timecards, troubleshooting issues, approving vacation time, and ensuring compliance with all applicable policies related to the usage of time.

Collaboration and Customer Support- 10% of Effort

• Effectively collaborate with campus partners, including but not limited to, Residential Student Services/Housing Assignments, Residence Life, Conference and Event Services, Duke Athletics, and Facilities Management Department in coordinating building turnovers, major residential operations (move-in/move-out), and the coordination of schedules.
• Collaborate with Residence Life, Residential Student Services, General Maintenance Supervisors, and Housekeeping Supervisors to troubleshoot student, parent, customer concerns related to the cleanliness of the residence halls; investigate issues and determine appropriate courses of action.
• Serve as the department representative in meetings, committees, and tasks forces, as assigned, serving as the point of contact for discussions related to residential housekeeping.
• Effectively communicate with peers and customers in timely manner.
• Prepare for, attend and engage in meetings with customers.

Other- 5% of Effort

• Perform related duties as assigned or required to meet departmental, Division and University goals and objectives, as assigned by their Supervisor, Director, or respective designees.

The intent of this job description is to provide a representative outline of the type of responsibilities that will be required of positions given this title and shall not be construed as all-encompassing or as a declaration of all specific duties and responsibilities of this position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Qualifications, Skills, and Competencies

Physical Demands

Physical demands associated with this position include, but may not be limited to:

• Ability to move throughout residential buildings, including traversing stairwells
• Moving heavy weighted materials and equipment (up to 50 lbs)
• Self-movement/positioning to inspect the cleanliness of various areas, including under or behind beds, desks, and other furniture.
• Position self to reach materials on shelving units and/or inspect higher areas for cleanliness.
• Potential transport and stock of assigned supplies and materials.

The incumbent must be able to complete all positional requirements outlined above with or without reasonable accommodations. For more information, please visit https://hr.duke.edu/policies/ada/

Strongly Preferred Experiences:

• Previous experience in managing and supervising staff.
• Previous experience in Housekeeping, Custodial Operations, or any other experience demonstrating a deep understanding of cleaning protocols, sanitation standards in high-traffic environments such as university residence halls.
• Previous experience working with bargaining units.
   

Preferred Skills and Competencies

• Technology Proficiency and ability to use basic computing software.
• Excellent communication (written and verbal), listening, planning, and organizational skills.
• Skills in organizing and managing multiple administrative priorities.
• Excellent mediation, problem solving and decision-making skills.
• Ability to work as a member of a team; develop and maintain effective working relationships with a wide range of stakeholders.

Minimum Qualifications

Education

Work requires communicative, cognitive and analytical skills normally acquired through a high school degree or equivalent.

Experience

Work requires knowledge of housekeeping functions normally acquired through five years progressive experience in housekeeping operations. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.