Housekeeping Floor Supervisor - Hotel Housekeeping

The Hotel Housekeeping Floor Supervisor will supervise, train and inspect the performance of assigned Room Attendants, Turndown Attendants, House person and Laundry Attendants ensuring that all procedures are completed to the hotel's standards and assists where necessary to ensure optimum service to guests. The ideal candidate for this role is a dynamic leader with a passion for luxury hospitality and an eye for detail. This individual will contribute to unforgettable guest experiences and deliver excellence in housekeeping operations.

• High school diploma or equivalent vocational training certificate required.  
• Previous guest relations training. 
• Previous experience in hospitality industry, preferably Housekeeping in a 4 star market. 
• 2 years prior experience in cleaning hotel guest rooms.
• Ability to input and access information in the property management system/computers. 
• Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. cell phones, etc).
• Ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing.
• Knowledge of additional language(s) preferred.
• Must be guest-service oriented and have excellent hospitality skills.

Additional Requirements:

• Must possess strong people skills with ability to problem solve through listening and responding to the needs of team members. 
• Must be able to lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned.
• Must physically maneuver and access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Must be able to work from standing position and walking motion for extended periods of time.
• This position requires repeated reaching, stooping, stretching, crouching and twisting motions to accomplish assigned Guest Rooms, Guest hallways  and Service areas, Public Areas
  • Under variable temperature conditions (or extreme heat or cold).
  • Under variable noise levels.
  • Outdoors/indoors.
  • Around fumes and/or odor hazards.
  • Around dust and/or mite hazards.
  • Around bio-hazards.
• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
• Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.
• Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise.  Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

GAMING PERMIT: N/A

• Supports team members in meeting their responsibilities and becoming part of the team
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times.
• Ensure special requests are delivered within the standard response time 
• Collect and maintain guest preferences to personalize visits for returned guests
• Verify room status on A.M. report; report discrepant rooms; prioritize and update status of check-out rooms.
• Ensure that assigned staff has reported to work; document any late or absent employees.
• Coordinate breaks for assigned staff.
• Prepare and distribute assignment sheets to assigned staff and review priorities.
• Communicate additions or changes to the assignment sheets as they arise throughout the shift. 
• Inspect supply levels of floor closets.  Assign designated personnel to rectify any deficiencies.
• Check Room Attendant's carts for proper supplies, neatness, cleanliness and mechanical problems.
• Inspect rooms cleaned by assigned Room Attendants, using designated checklist. Directly contact Room Attendant and relay any deficiencies to be corrected.
• Update room status after approving cleanliness and condition in accordance with departmental standards.
• Check vacant rooms, verify status and update status of discrepant rooms throughout the shift.
• Check DND rooms and verify status.
• “Mark” dirty sheets of randomly selected assigned rooms and follow up to ensure Room Attendants have   changed bed sheets.  Counsel Room Attendants on any discrepancies.
• Report maintenance issues to dispatcher
• Conduct training of staff as assigned.
• Provide feedback on staff performance to manager.  Report disciplinary problems to manager and participate in the counseling of employees.
• Complete all paperwork and closing duties before leaving.  Review status of assignments and any follow-up action with manager and/or on-coming supervisor.
• Check P.M. reports for accuracy and completeness.  Complete night counts in accordance with departmental standards.
• Assist in other areas of Housekeeping as assigned.
• Attend designated meetings.
• Make up cribs and rollaway beds.
• Stock Housekeeping supplies.
• Open the house- assign board to Room Attendants and Houseman