Housekeeping Supervisor

To provide service that is sincere, warm and enthusiastic, ensuring the residents' satisfaction.

To take the time to get to know the guest, and to be committed to service excellence.

Key Deliverables and Responsibilities

1. Allocate the outsourced cleaning team on a daily basis to ensure all public areas in the Residences are cleaned daily.
2. Review the Heartist schedule and annual leave plan to ensure the correct allocation of resources in order to improve owner/resident/guest satisfaction levels as well as Heartist productivity and satisfaction.

Operations:

1. Follow the grooming standards and check the grooming of the team.
2. Ensure the cleanliness of apartments is consistent with standards and rooms are in line with hotel standards.
3. Inspect all vacant rooms, checkout rooms, and departures daily.
4. Ensure rooms are inspected for all late arrivals, overnight & early arrivals.
5. Coordinate with Front Office supervisors to have the arrival group rooming lists, ensuring all rooms are ready & inspected at least 2 hours prior to group arrivals.
6. Submit discrepancy reports twice a day to Front Office Supervisors.
7. Monitor team performance and assist with training to improve standards as required.
8. Maintain a consistent focus on improving the overall flow of operations, seeking ways to maximize and improve operations through productivity management and energy savings programs.
9. Ensure consistent balance in allocating housekeeping room attendants between Hotel rooms & Residences.
10. Lead and support Heartist in achieving financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate Heartist training activities.
11. Foster a winning, solution-oriented work environment, motivating and engaging Heartist to continuously deliver the best possible service and provide feedback and suggestions.
12. Lead daily housekeeping briefings and monthly Heartist meetings.
13. Understand and adhere to Accor policy relating to Fire, Hygiene, Health and Safety.
14. Drive the performance of front office and concierge team members, including completion of performance appraisals, coaching, counseling and performance management in conjunction with Human Resources.
15. Ensure the team works within the department with a sales-focused attitude and is aware of sales opportunities within the residences to assist with maximizing revenue.
16. Attend training sessions and hold regular meetings with the team.
17. Report damages to the Executive Housekeeper and Engineering Coordinator.
18. Handle and resolve guest complaints whilst keeping the Executive Housekeeper and Front Office Supervisors informed.
19. Ensure self and the team use the Residents' and Guests' names when greeting.
20. Ensure Residents/Guests and Team Members are communicated to in a polite and courteous manner at all times.
21. Give full cooperation to all guests & residents, assisting in a prompt, caring and helpful manner.
22. Anticipate guests & residents' needs wherever possible and react to enhance customer satisfaction and increase revenue.
23. Actively seek feedback from customers to ensure a reputation of consistency and quality is achieved.

Administration:

1. Write and update the policies and procedures, as well as cleaning checklists for Hotel & Residential components.
2. Manage the par level stock and usage of cleaning products and equipment.
3. Oversee the implementation of a training plan for all Housekeeping team and outsourced public area team members.
4. Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.
5. Prepare and conduct Heartist performance appraisals in collaboration with the Executive Housekeeper.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

1. Ensure proper care of all equipment and furniture entrusted for Heartists' use.
2. Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises, and knowledgeable of the hotel's emergency procedures.
3. Know the safety regulations and ensure their application & ensure the safety of people and property in the hotel.
4. Respect and ensure respect for the hotel's commitments to the "Environment Charter" of sustainability program.
5. Understand and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
6. Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
7. Do not disclose any financial information or any other information of the Accor Hotels.