POSITION PURPOSE

The Housekeeping Supervisor will support the Executive Housekeeper in delivering the goals and objectives for the Housekeeping Department. This would include supervising the operations of the housekeeping staff, promoting a safe environment and quality service to achieve maximum guest satisfaction, protection of assets and minimal expenses.

ESSENTIAL JOB FUNCTIONS:

· Supervise the housekeeping staff; provide open communication, training, coaching, and counseling and provide performance feedback to ensure maximum efficiency.

· Supervise and inspect the cleaning of the guest rooms, turndown service, public areas and back of the house; ensure compliance with accident/loss prevention programs, health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.

· Issue assignments to staff reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.

· Issue supplies/goods to staff at beginning of shift in order to control inventory and ensure proper supplies are available while controlling expenses.

· Respond to guest requests, concerns, and problems to ensure guest satisfaction.

· Log items into the Lost and Found and answer inquires to maintain controls and ensure guest satisfaction.

· Implement emergency training and procedures to ensure appropriate protection of the hotel, guests, staff, and company assets.

· Tracking of ?Do Not Disturb? and ?No Service? rooms, as well as pets tracking log.

· Audit time and attendance, track daily labour and absence report.

· Work with Housekeeping Manager to complete monthly supplies count and semi-annual linen inventory count.

· Keep all tracking sheets and systems organized and up to date

· This is a working supervisory role so there may be times that this role will include cleaning guestrooms, public areas or assisting in laundry when required

· Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

• Must be a self-starter and have a passion for Service.
• Initiative is a must as this role may look different each shift.
• Must be able to deal with problem solving situations and make judgment decisions.
• Must be able to deal with issues arising from guest complaints (internal and external) in a timely manner using problem solving and de-escalating techniques
• Ability to work flexible hours, including days, evenings, nights, weekends, and holidays

PERFORMANCE STANDARDS:

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Windermere House. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

HEALTH & SAFETY

Work in compliance with the Occupational Health & Safety and its regulations by:

• Performing workplace inspections
• Conducting information sessions (safety talks, staff meetings, etc.)
• Conducting incident investigations
• Conducting employee training