HOUSEKEEPING SUPERVISOR

JOB SUMMARY

Inspect guest rooms, public areas, pool, etc. after being cleaned by Housekeeper to ensure quality standards. Run sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry. Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in assignment sheets/workboards. Communicate issues to next shift. Complete required paperwork.


Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.


JOB SPECIFIC TASKS

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Assists Management

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• JOB SPECIFIC TASKS (continued)
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

Housekeeping Protocol

• Identify and report preventative or other maintenance issues in public areas or guest rooms.
• Contact Engineering, At Your Service (AYS), Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs.
• Respond promptly to requests from guests, Front Desk, or At Your Service requests.
• Identify room assignments and type of cleaning required for each room based on codes listed on assignment sheets/workboards.
• Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
• Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
• Use checklists to ensure that cleanliness and condition of each assigned area meets designated standards.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
• Complete incident reports for any incidents or accidents that occur during shift.

Guest Rooms, Villas, and Suites

• Enter guest rooms following procedures for gaining access, such as knocking three times, saying "Housekeeping," and ensuring vacancy before entering.
• Report missing hotel/resort property and damages to room to manager/supervisor.

Housekeeping Quality Control

• Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards are met.
• Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices, and service areas after being cleaned by Housekeeper to ensure quality standards are met.

Housekeeping Coordination

• Verify room status listed on report, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms.
• Check and resolve issues with discrepant rooms with the Front Desk (e.g., guest was scheduled to check-out but bags were found in the room).
• Assist Housekeeping management in managing daily activities of Housekeeping and Laundry.
• Communicate additions or changes to the assignment sheets to Housekeeping staff as they arise throughout the shift.
• Run reports to determine how many rooms are sold for each day, including the number of arrivals, departures, and vacant ready rooms.
• Prepare and distribute assignment sheets/workboards to Housekeeping staff.
• Close out house at the end of shift to ensure assigned rooms were cleaned, and communicate issues to next shift.

CRITICAL COMPETENCIES

Analytical Skills

Decision-Making


Problem Solving


Personal Attributes

Dependability

Integrity

Positive Demeanor

Safety Orientation

Presentation

Stress Tolerance

Adaptability/Flexibility

Initiative

Assist Management

Resolving Conflict

Delegating and directing

Coaching and developing

Team building

Performance Management


Interpersonal Skills

Customer Service Orientation


Team Work


Diversity Relations


Interpersonal Skills


Organization

Time Management

Detail Orientation

Multi-Tasking

Planning and Organizing

Communications

Listening


Communication


English Language Proficiency


Physical Ability

Visual Acuity

CANDIDATE PROFILE

Education:

High school diploma/GED equivalent


Related work experience:


At least 1 year of related work experience


Supervisory experience:


At least 1 year of supervisory experience


Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is at-will. This job description provides a general summary of the position from time to time the duties and responsibilities of this position may be amended, corrected or added to at the discretion of the Administration /Management. The hotel business functions seven days a week, 24 hours a day, all associates must realize this fact and be aware that at times it may be necessary to move associates from their accustomed shifts according to business demands. In addition, it is understood that the levels of business determine the amount of hours that are scheduled.

I have read and agreed to the terms specified in this job description for the position I presently hold. A signed copy of this description will be kept in my personal record. I further understand that this job description may be revised at any time and that I will be provided with a revised copy.