Housekeeping Supervisor

SINA18 LLC

About The Position

SUMMARY: Responsible for assigning and supervising work activities of housekeeping and laundry department associates to insure clean laundry, and clean, orderly and attractive guest rooms, meeting rooms, lobby, and all other common areas of the hotel. This is a working supervisor position. ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals. Perform quality assurance (QA) requirements for department. “Breaks out the house” with room disbursement with the number of attendants available. Schedules and maintains proper workforce to ensure correct staffing levels to meet demands of guests and associates. Inspects the level of cleanliness in guest rooms, storage areas, laundry areas, restrooms and public areas. Reports needed improvements to subordinates and managers. May assist in scheduling staff according to standards and forecasted occupancy; may assign daily work tasks to employees. Ensures cleaning and servicing of guest rooms is carried out in a timely and organized manner according to procedures and standards. Notifies guest services (front desk) when service is complete so rooms may be sold. Reports any room unable to be serviced within appropriate time standards to supervisor. Responds quickly to guest requests in a friendly manner. Reports appropriate guest complaints or requests to appropriate department. Follows up to ensure guest satisfaction. Reports needed repairs of unsafe conditions to supervisor. Responsible for all QA documentation for the Housekeeping and Laundry Departments. Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed. Ensures all associates comply with safety policies, and report injuries in a timely manner. Assigns, supervises, and inspects housekeeping and laundry duties. Investigates complaints regarding housekeeping and laundry services and equipment and takes corrective action. Takes monthly inventory, requisitions housekeeping and laundry supplies and equipment. Assists General Manager in interviewing and training housekeeping and laundry applicants. Trains new housekeeping and laundry associates. Thoroughly clean assigned rooms, i.e., sweep, mop, vacuum, dust, clean commodes, clean mirrors and windows, change linen, make beds, clean iron caddy and empty water from iron. Perform other general cleaning, i.e., vanity areas, coffee makers, etc. Check shower curtain for mildew, scum, and clean accordingly. Properly replace linen as needed. Replace guest amenities as needed. Clean and stock Room Attendant carts, linen/storage rooms, and maintain in a presentable manner. Check for missing and/or damaged furniture, equipment, etc. and report/replace as necessary. Immediately inform management/maintenance of items needing repair or not working properly. Turns in work orders from Room Attendants/Suite Attendants to management on a daily basis, using SINA Hospitality Management-approved web-based system. Prepares orders for items needed in guest rooms, housekeeping, and laundry, and gives them to the General Manager. Work in laundry area as necessary. Explains discrepancies between rooms rented and rooms cleaned. Properly log and secure lost and found items in compliance with standards. Maintain security for guests and property by keeping room doors locked at all times. Remain highly visible and be readily available for guests at all times. Take initiative to offer assistance or answer questions throughout the hotel. Responsible for proper administration of key control for issued keys or keys left by guests in the room. Willingness and ability to train new associates. Thoroughly understand and implement the Brand service culture. Perform all shift checklist responsibilities. Support team members to ensure the team’s entire workload is completed daily. May be asked to operate a motor vehicle in the course of running errands for the hotel. Perform other duties as required. SUPERVISORY RESPONSIBILITIES: Supervises all positions in Housekeeping and Laundry Departments. SPECIAL REQUIREMENTS: Prompt and regular attendance. Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands, and associates may be asked to work shifts other than those they prefer or normally work and overtime as required. Comply with hotel and/or department uniform and professional behavior and appearance standards. Carry out all reasonable requests by managers and act as a team player with all levels of staff. Participate in all mandatory job training and meetings. Adhere to property policies and procedures, the Employee Handbook, and/or other property and IMM documents. Immediately report any suspicious activities by guests or others. Ability to successfully complete brand standard training including brand service training.

Requirements

High School diploma or GED preferred
Minimum one-year previous experience required
Supervisory experience and/or training required
Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.
Good interpersonal skills
Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property
Ability to communicate effectively verbally and in writing and good telephone skills
Ability to work in a fast-pace, high-energy and demanding work environment
Good knowledge of hotel operations or ability to learn quickly
Good supervisory skills
Ability to work as a team player with all levels of associates
Dedicated, hard-working, self-motivated
Good time management skills; multi-tasks skills; ability to prioritize; and coordinate details
Flexibility to adjust work priorities as necessary
Basic computer knowledge; ability to print reports and implement current room status
Practice safety standards at all times
Skill in operation of tools and equipment listed below
Complete knowledge of Emergency Equipment Manual, i.e., utility and water shutoff equipment, fire alarm system/panel and emergency procedures, etc.

Responsibilities

Assigning and supervising work activities of housekeeping and laundry department associates
Insuring clean laundry
Maintaining clean, orderly and attractive guest rooms, meeting rooms, lobby, and all other common areas of the hotel
Provide exceptional customer service to all hotel guests
Perform quality assurance (QA) requirements for department
Breaks out the house with room disbursement with the number of attendants available
Schedules and maintains proper workforce to ensure correct staffing levels to meet demands of guests and associates
Inspects the level of cleanliness in guest rooms, storage areas, laundry areas, restrooms and public areas
Reports needed improvements to subordinates and managers
Assist in scheduling staff according to standards and forecasted occupancy
Assign daily work tasks to employees
Ensures cleaning and servicing of guest rooms is carried out in a timely and organized manner according to procedures and standards
Notifies guest services (front desk) when service is complete so rooms may be sold
Reports any room unable to be serviced within appropriate time standards to supervisor
Responds quickly to guest requests in a friendly manner
Reports appropriate guest complaints or requests to appropriate department
Follows up to ensure guest satisfaction
Reports needed repairs of unsafe conditions to supervisor
Responsible for all QA documentation for the Housekeeping and Laundry Departments
Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed
Ensures all associates comply with safety policies, and report injuries in a timely manner
Assigns, supervises, and inspects housekeeping and laundry duties
Investigates complaints regarding housekeeping and laundry services and equipment and takes corrective action
Takes monthly inventory, requisitions housekeeping and laundry supplies and equipment
Assists General Manager in interviewing and training housekeeping and laundry applicants
Trains new housekeeping and laundry associates
Thoroughly clean assigned rooms, i.e., sweep, mop, vacuum, dust, clean commodes, clean mirrors and windows, change linen, make beds, clean iron caddy and empty water from iron
Perform other general cleaning, i.e., vanity areas, coffee makers, etc
Check shower curtain for mildew, scum, and clean accordingly
Properly replace linen as needed
Replace guest amenities as needed
Clean and stock Room Attendant carts, linen/storage rooms, and maintain in a presentable manner
Check for missing and/or damaged furniture, equipment, etc. and report/replace as necessary
Immediately inform management/maintenance of items needing repair or not working properly
Turns in work orders from Room Attendants/Suite Attendants to management on a daily basis, using SINA Hospitality Management-approved web-based system
Prepares orders for items needed in guest rooms, housekeeping, and laundry, and gives them to the General Manager
Work in laundry area as necessary
Explains discrepancies between rooms rented and rooms cleaned
Properly log and secure lost and found items in compliance with standards
Maintain security for guests and property by keeping room doors locked at all times
Remain highly visible and be readily available for guests at all times
Take initiative to offer assistance or answer questions throughout the hotel
Responsible for proper administration of key control for issued keys or keys left by guests in the room
Willingness and ability to train new associates
Thoroughly understand and implement the Brand service culture
Perform all shift checklist responsibilities
Support team members to ensure the team’s entire workload is completed daily
May be asked to operate a motor vehicle in the course of running errands for the hotel
Perform other duties as required
Supervises all positions in Housekeeping and Laundry Departments
Prompt and regular attendance
Work flexible hours and/or overtime as required
Comply with hotel and/or department uniform and professional behavior and appearance standards
Carry out all reasonable requests by managers and act as a team player with all levels of staff
Participate in all mandatory job training and meetings
Adhere to property policies and procedures, the Employee Handbook, and/or other property and IMM documents
Immediately report any suspicious activities by guests or others
Ability to successfully complete brand standard training including brand service training