Hotel Cleanliness Supervisor

JOB SUMMARY

The Hotel Cleanliness Supervisor is responsible for overseeing and supervising the cleanliness and maintenance of guest rooms public areas and Heart of the House ensuring the highest standards of hygiene and brand standards are consistently met. The role requires a variety of skills to ensure smooth and coordinated housekeeping of guest rooms public areas Heart of the House and Laundry operations to drive efficiencies.

For hotels with an on-site laundry facility whether in-house or outsourced the Hotel Cleanliness Supervisor will oversee its operations as required to ensure smooth coordination between laundry requirements in multiple areas of the hotel. Additionally they oversee the rotation and management of Hotel Cleanliness Experts to ensure adequate coverage in Guest Rooms and Public Areas requiring heightened attention and adjustments. They also ensure that Hotel Cleanliness Experts consistently implement and uphold standardized policies and procedures to maintain consistent performance.

JOB DUTIES AND RESPONSIBILITIES

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.
• Oversee the management of lost and found items ensuring that proper procedures are followed and guest items are returned when possible

Guest Relations

• Respond to guest requests or complaints regarding cleanliness and resolve issues in a timely and professional 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 guests 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.
• Assist 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

• Assist 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 ones 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.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g. supplies equipment and inventory).
• Assist in the development of housekeeping budgets ensuring that supplies are used efficiently and costs are controlled.
• 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

• Move lift carry and place objects weighing less than or equal to 55 pounds without assistance and in excess of 55 pounds with assistance.
• Ability to push and pull a loaded housekeeping cart and other work-related machinery over sloping and uneven surfaces.
• Reach overhead and below the knees including bending twisting pulling and stooping.
• Stand sit kneel or walk for an extended period across an entire work shift.
• Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and hand-eye coordination.
• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g. small print).
• Move at a speed that is required to respond to work situations (e.g. run walk jog).
• Visually inspect tools equipment or machines (e.g. to identify defects)
• Move through narrow confined or elevated spaces.
• Move over sloping uneven or slippery surfaces and steps.
• Move up and down stairs and/or service ramps.
• Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.

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.
• 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 the shift is complete.
• Use checklists to ensure that the 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 the manager/supervisor.

Housekeeping Quality Control

• Inspect guest rooms after being cleaned by the Housekeeper to ensure quality standards are met.
• Inspect public areas/bathrooms restaurants fitness center pool area offices and service areas after being cleaned by the 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.
• Manage and support hotels laundry operation (as applicable)
• Plans and coordinates linen requirements for Food & Beverage and Rooms operations. Oversees linen quality control and ensures seamless laundry services for guests.(as applicable)
• Communicate additions or changes to the room assignments 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 room assignments to Housekeeping staff.
• Close out house at the end of shift to ensure assigned rooms were cleaned and communicate issues to next shift.

• Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• A minimum education in Nitec or Higher Nitec in Hotel & Tourism Services
• At least 2 years of relevant experience in handling Supervisory Housekeeping
• A great team player
• Proficient in communications skills & interpersonal skills
• Able to start work within short notice