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.
EQUIPMENT OPERATED:
- Computer
- Vacuum cleaner
- Carpet Extractor
- Copy machine
- Room Attendant cart
- Laundry chute
- Ozone machine
- Rollaway bed; sofa bed; baby crib
- Oven
- Refrigerator
- Dish washer
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions. This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.
- While performing the duties of this job, the associate is occasionally required to sit; regularly use hands to handle, or feel objects, tools, or controls; and talk and hear.
- The associate is regularly required to stand, walk, and reach with hands and arms.
- The associate must frequently lift and/or move up to 30 pounds.
- Specific vision abilities required by this job include close vision and the ability to adjust focus.
- The noise level in the work environment is usually moderate to loud.
- Associate may be required to wear personal protective equipment (PPE) while performing certain duties.
SELECTION GUIDELINES:
Formal application, rating of education and experience; oral interview; reference and other background checks, and job related tests may be required.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.
Education and/or Experience:
- High School diploma or GED preferred.
- Minimum one-year previous experience required.
- Supervisory experience and/or training required.
Knowledge, Skills and Abilities:
- 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.
