Guest House and Villa Housekeeping Supervisor

Trapp Family Lodge•Stowe, VT

About The Position

The Guest House and Villa Housekeeping Supervisor is responsible for the day-to-day operation of Guest House and Villa Housekeeping and for supervising staff. The role helps ensure service and production standards are established and followed. The supervisor provides direction, staffing, training, counseling, and performance feedback; plans and monitors employee activities; inspects guest rooms and public areas; and maintains adequate supplies while managing labor and material costs. The position monitors house count and adjusts staffing, ensures safe and compliant use and labeling of cleaning chemicals, conducts staff meetings, and coordinates information with other departments. The supervisor acts as a liaison with Owner Services, contacts guests to check on their comfort and satisfaction, addresses requests and complaints, follows up on guest feedback, and evaluates furnishings and decor to recommend or coordinate projects. The role directly supervises Guest House and Villa Housekeeping employees and carries out supervisory duties consistent with organizational policies and applicable laws, including hiring, training, work assignment, performance appraisal, recognition and discipline, and resolving complaints and problems. Successful performance requires strong leadership, customer service, communication, planning, teamwork, judgment, adaptability, and attention to quality, safety, and costs.

Requirements

Associate's degree or equivalent from a two-year college or technical school, or six months to one year of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence and present information effectively in one-on-one and small-group settings.
Ability to perform basic arithmetic and calculate rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to apply common sense to written, oral, or diagrammed instructions and resolve problems involving several concrete variables in standardized situations.
Knowledge of SMS HOST Property Management software, spreadsheet software, and word-processing software.
Ability to perform the essential duties, with reasonable accommodations where applicable.

Responsibilities

Direct day-to-day Guest House and Villa Housekeeping operations and supervise department staff.
Communicate work directions to guest house cleaners and crew leaders.
Provide staffing, training, counseling, and performance feedback.
Plan, organize, and monitor employee activities and inspect guest rooms and public areas to ensure property standards are met.
Establish and maintain adequate departmental supplies.
Delegate and distribute work to maximize productivity and guest satisfaction while controlling labor and material costs.
Monitor house count and adjust staffing accordingly.
Monitor the use of cleaning chemicals and supplies, train employees in their proper use, and ensure hazardous supplies are properly labeled in accordance with OSHA regulations.
Plan and conduct staff meetings and attend related meetings to obtain and share relevant information.
Act as a liaison between Housekeeping and the Owner Services department.
Contact guests during their stays to ask about their comfort and satisfaction.
Answer phones and respond to guest requests and complaints.
Follow up on guest comment cards to ensure corrective action is taken.
Evaluate the condition of furniture, fixtures, and decor; recommend and help coordinate projects.
Interview, hire, train, assign, and direct employees; appraise performance; reward or discipline employees; and address complaints and problems.