Housekeeping Supervisor Full Time

Job Description

The Role

• To provide service that is sincere, warm and enthusiastic, ensuring the residents’ satisfaction.
• To take the time to get to know the guest, and to be committed to service excellence.

Key Deliverables And Responsibilities

Planning & Organizing:

• To allocate the outsourced cleaning team on a daily basis to ensure all public areas in the Residences are cleaned on a daily basis
• To review the Heartist schedule and annual leave plan to ensure the correct allocation of resources in order to improve owner/resident/guest satisfaction levels as well as Heartist productivity and satisfaction

Operations

• To follow the grooming standards and check the grooming of the team
• To ensure the cleanliness of apartments are consistent with Standards and rooms are in line with hotel standards
• To inspect all Vacant Rooms, checkout rooms, and departures daily.
• Ensure having rooms inspected “checked” for all late arrivals, overnight & early arrivals.
• Coordinate with Front Office supervisors to have the arrival group rooming lists, then ensure all rooms are ready & inspected at least 2 hours prior to group arrivals.
• To ensure submitting discrepancy report twice a day to Front Office Supervisors.
• To monitor the team’s performance and assist with training to improves standards as required
• Maintain a consistent focus on improving the overall flow of operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs
• To ensure consistent balance in allocating the housekeeping room attendants between Hotel rooms & Residences
• To lead and support Heartist in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate Heartist training activities
• Foster a winning, solution-oriented work environment, motivating and engaging Heartist to continuously deliver the best possible service and to provide feedback and suggestions
• To lead daily A daily housekeeping briefings and monthly Heartist meetings
• To have a complete understanding of and to adhere to Accor policy relating to Fire, Hygiene, Health and Safety.
• To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Human Resources
• Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the residences which will assist with the maximization of revenue.
• To attend Training Sessions and hold regular meetings with the team
• To report damages to the Executive Housekeeper and Engineering Coordinator
• To handle and resolve guest complaints whilst keeping the Executive Housekeeper and Front Office Supervisors informed.
• Ensure self and the team use the Resident’s and Guests name when greeting
• Ensures Residents/Guests and Team Members are communicated to in a polite and courteous manner at all times.
• To give your full cooperation to all guests & residents, assisting in a prompt, caring and helpful manner.
• Anticipate guests & residents needs wherever possible and react to these to enhance customer satisfaction and increase revenue.
• Actively seek feedback from customers to ensure a reputation of consistency and quality is achieved.

Administration

• To write and update the policies and procedures, as well as cleaning checklists for Hotel & Residential component.
• To manage the par level stock and usage of cleaning products and equipment.
• Oversee the implementation of a training plan for all Housekeeping team and outsourced public area team members
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.
• Prepare and conduct Heartist performance appraisals in collaboration with the Executive Housekeeper.

Generic Aspects On Hygiene / Personal Safety / Environment/Confidentiality

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel’s policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel’s emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel’s commitments to the “Environment Charter” of sustainability program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Qualifications

• Previous Team Leader in Housekeeping (hotel operations will be an advantage)
• Guest – focused personality is essential.
• Prior experience working with Opera or a related system.