Housekeeping Supervisor

JOB SUMMARY

Lead a team of Room Attendants, Housemen, Laundry Attendants and ensure that excellent service is rendered, and standards maintained, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards. He/She will oversee staff performance on a daily basis.

RESPONSIBILITIES

Operational

• Read Supervisor’s e-mails and logbook, initial and action any outstanding requests


• Prepare room attendants work via Maestro, check back with Master Assignment Sheet and print work assigned


• Issues daily work schedules, room keys, cleaning and chemicals supplies and amenities to Room Attendants, Laundry Attendant, Public Area Attendant and Houseman.


• Prepares Am/Pm Room Status Reports to distribute accordingly (one copy for each of the Front Desk, Maintenance and Housekeeping Teams) and the details input into Maestro, where applicable. 


• Inspects guest rooms: e.g. floors, walls, fixtures, faucets and shower heads, etc. after room attendants have completed rooms to ensure standards are being met and maintained, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.


• Inspect all staff before and after to ensure they are complying with the Company rules and regulations.


• Inspects lobbies, Spa, restaurants, lounges, Reception, gym, public area washrooms, staff quarters, etc. to ensure standards are being met and maintained, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.


• Check all arrival rooms using Inspection Report Checklist and input details in Maestro before the scheduled arrival time.


• Inspects work being performed to ensure that standards are being met and maintained and corrects where necessary.


• Controls and issues supplies, cleaning chemicals and equipment as required. Maintains a record of supplies used, minimizes waste, misuse or abuse of supplies and equipment.


• Be familiar with all authorized cleaning equipment and cleaning agents.


• Inspect all equipment prior to and after its use to ensure that it is in good working order and condition. Take note and report any failure of equipment. This similarly applies to loan items.


• Writes work orders and logs any routine maintenance requests.


• Complete daily inventory stock using bin card and spread sheet provided


• Assists in training and retraining of Housemen, Public Area Attendants, Room Attendants and Laundry Attendants.


• Reports any loitering of strangers to hotel security.


• Ensures any lost and found items submitted by Room Attendants are properly logged in the lost and found book and in Maestro.


• Be familiar and comply with all Standard Operating Procedures.


• Conduct orientation and in-service training to explain policy procedures, and to demonstrate use and maintenance of equipment.


• Actions and reports customer complaints to management.


• Attends daily briefings, departmental or other meetings as required.


• Adheres to Company policies, standards and procedures, including Health and Safety, Fire Prevention, Hygiene and Discipline.


• Attends training courses as agreed with Management, Human Resources Department or your immediate Manager.


• Coordinator activities with other departments to ensure that services are provided in an efficient and timely manner, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.


• Support the timely resolution of special requests made by guests, such as extra pillow, towels, blankets, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.


• Assist in the linen room with inventory when needed, (where applicable).


• Carries out any other related duties as may be assigned by the Management in any of the company’s properties

People Management

• Assist the Executive Housekeeper / Housekeeping Manager / Rooms Care Manager, in managing, motivating and monitoring the performance of the Housekeeping team. 

• Actively participates in the recruitment process for the department by identifying staffing needs and shorting potential candidates by utilizing the company’s HRIS (BambooHR).


• Conducts candidate interviews as required, and informs the human resources team of successful candidates in a timely manner.


• Identifies candidates that are not performing to the expected standards of the company and recommend what steps should be taken.


• Assist the Executive Housekeeper / Housekeeping Manager / Rooms Care Manager in managing the performance management process within the department by providing continuous and constructive feedback, keeping communication lines open, providing clarification of expectations and identifying areas for improvement.


• To ensure that department goals are clear and in alignment with company objectives, AAA 5 Diamond standards and LQA Benchmark standards, and shared with staff to maximize on performance expectations.


• Actively coaches the department’s staff to unlock team member’s potential and growth, help them to develop new skills and to aid in promoting individual responsibility.


• Conduct annual performance appraisals for department staff, ensuring that the process is fair, free of biases, accurate, and promotes the overall purpose of the performance management system.


• Able to access and identify department conflicts and infractions against company policies / procedures, and understands how, when and what form of disciplinary action should be taken.


• Plan and execute frequent team building activities, in an effort to maintain the momentum and productivity of all staff within the department.

Training and Development

• Assist the Executive Housekeeper / Housekeeping Manager / Rooms Care Manager in managing all aspects of Training and Development and Talent Management to maximize on staff, personal and professional growth, in accordance with company’s Human Resources - Training and Culture Development team initiatives and to agreed AAA 5 Diamond standards and LQA Benchmark standards.


• Identifies and conducts assessments to determine what training needs are required for staff within the department to increase job knowledge.


• Monitor guests' feedback and provide feedback on how staff could improve on their overall performance.


• Recommends and assists with the creation and implementation of training plans, based on assessment and guests’ feedback.


• Liaise with the Human Resources - Training and Culture Development team to support the department’s development objectives and ensure that staff are equipped with the necessary tools and materials to effectively execute their daily tasks.


• To carry out or ensure that regular On-the-Job training is taking place to align with the AAA 5 Diamond standards and LQA Benchmark standards.
  
  

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge

The Housekeeping Supervisor must have proficient knowledge in the following areas:

• Knowledge of Housekeeping planning and administration


• Knowledge of AAA 5 diamond standards as well as the hotel operating standards


• High School Diploma or equivalent


• Level 2 or above National Vocational Qualification in Housekeeping


• Understand, speak, read and write English at CXC level or equivalent

Skills

The Housekeeping Supervisor must demonstrate the following skills:

• Excellent interpersonal skills


• Team building skills


• Employee motivational skills


• Decision making skills


• Effective verbal and listening communications skills


• Attention to detail and high level of accuracy


• Effective organizational skills


• Effective written communications skills


• Time management skills


• Supervisory skills


• Must be computer literate.

Personal Attributes

The Housekeeping Supervisor must demonstrate the following personal attributes:

• Hospitality


• Creativity


• Reliability


• Compatibility


• Effective follow up


• Flexibility


• Consistency


• Leadership


• Professional deportment