Housekeeping Supervisor

Job Description

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Job summary -

Floor Supervisor is responsible for maintaining guestrooms, working areas, and the hotel premises in general in a clean and orderly manner. Coordinating daily housekeeping operations and maintaining the housekeeping operating standards. Responsible for supervising room attendants and housemen to deliver an excellent Guest satisfaction and experience. On time to time basis may also be required to assist the Housekeeping Manager in various activities.

Essential Duties and Responsibilities - (Key Activities)

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Maintain complete knowledge at all times of: status of all rooms, traces, room count, group arrivals, VIP's, special events and guest preferences. Check DND and due out rooms on a regular basis.
• Ensure that standards are maintained at a superior level on a daily basis.
• Inspect and ensure proper cleanliness of all guest areas and service areas such as rooms, hotel corridors, elevator foyers, linen closets, amenity closets, back landings, stairways and storage areas. Inspect rooms cleaned by assigned Room Attendant and House Attendant, using designated checklist. Directly contact staff member and relay any deficiencies to be corrected.
• Update room status after approving cleanliness and condition in accordance with departmental standards via phone or computer.
• Update room status per hotel standard. Directly contact staff member and relay any deficiencies to be corrected.
• Responsible for lost and found on guest floors, to notify security in case of valuables or bring to HK coordinator for safekeeping and record keeping.
• Ensure residential and lease apartments will be serviced at the same superior level as transient rooms.
• Check all equipment used by immediate staff for proper working order and cleanliness. Instruct designated personnel to correct deficiencies.
• Assist staff with their job functions where needed to ensure optimum cleanliness and service standards for guests.
• Complete work orders for maintenance repairs and submit to Engineering directly for urgent repairs and via use of HotSOS codes from guestroom phones. Follow-up on any pending repairs daily.
• Complete all paperwork and closing duties before leaving. Review status of assignments and any follow-up action with manager and/or on-coming supervisor manager. Ensure attendant completes daily assignment and reassign work if needed. Ensure all assignments are verified and signed off at end of shift. Make assignment adjustments as needed to ensure full credits are completed. Verify and sign off on any additional payments such as cots, powder rooms, and dishes.
• Assign and schedule all deep cleaning projects in rooms, public areas and back of house areas.
• Ensure guest complaints are resolved in a timely manner and report any concerns to Housekeeping Manager on duty, as per hotel standards.
• Interact in courteous and professional manner with all guests, staff and community members.
• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.
• Be flexible and work all shifts when needed to cover vacation, time off or sick time.
• Pickup clean glassware from stewarding and bring to assigned floors for attendants to change out in rooms. Ensure availability of proper glassware quantities at all times.
• Responsible for opening shift and assign work assignments in Opera. Mark any traces or special guest requests on assignment papers and ensure all rooms are properly assigned on a daily basis.
• At start of shift before walk section to inspect closets, landings and communicate and inspect any rush rooms, early service, or VIP arrivals.
• Assign housemen section and special assignments, general cleaning, windows, drapes, floor polishing, shampooing, engineering concerns, exterminator and all other necessary work. Report any furniture replacement needs, carpet concerns immediately. Ensure mattresses and all bedding items are replaced when needed.
• Report missing or damaged guestroom and corridor items daily and immediately.
• Floor manager must sign out radio at start of shift and use radio and ear piece to call staff, respond to any inquiries as needed.
• Responsible for room service table removal and dish removal before clearing rooms and in all occupied rooms if needed and notify room service immediately.
• Must inspect all resident rooms as assigned.
• Cover lunch breaks of coordinators when needed.
• Maintain confidentiality of all hotel guest and hotel proprietary information.
• Reset and set clock time, date, preset radio station and temperature inside the rooms as directed.
• Responsible for the cleanliness of guest rooms, corridors and heart of the house area of the section assigned.
• Checks the occupied and departure rooms, giving special attention to guest needs.
• Ensures that the entire operation is performed as per the LQA, Forbes and Brand Standards.
• Manage guest requests, including VIP amenities and communicating them to the relevant team members.
• Routine inspection of guest bedrooms to ensure they meet standards.
• Aware of all room categories and amenities.
• Achieve positive outcomes from guest queries in a timely and efficient manner.
• Carry out lost and found procedures.
• Report maintenance issues to Maintenance/Engineering Department.
• Assist Housekeeping Manager with training requirements.
• Represent the needs of the team to others in the hotel.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Assist other departments wherever necessary and maintain good working relationships.
• Apply principles of logical thinking to a wide range of nonstandard intellectual and practical problems in order to perform and direct many varied and complex tasks.
• Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel.
• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints.
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Maintain cleanliness and safety of work area.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Participate in quality control activities.
• Interact in courteous and professional manner with all guests, staff and community members.
• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Maintain clean and safe work area.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Ensure that standards, inclusive of grooming and attire of staff, are maintained at a superior level on a daily basis.
• Models the company's culture, vision, mission and core values at all times.
• All other duties as required.

Others

• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills -

• Must be able to perform job functions with attention to detail, speed and accuracy
• Be a clear thinker, remaining calm and resolving problems using good judgement
• Follow directions thoroughly
• Understand a guest's service needs
• Work cohesively with co-workers as part of a team
• Work with minimal supervision
• Thorough knowledge of hotel and housekeeping department operations; thorough knowledge of computerized hotel systems (Microsoft Office applications, HotSOS and Opera); ability to access, input, analyse and retrieve information from computers.
• Ability to maintain staff, guest and hotel confidentiality at all times
• Ability to ascertain departmental training needs and provide such training; direct performance of staff and follow-up with corrections when needed; ability to manage by example; exceptional oral communication skills to ensure results beneficial to operation of hotel
• Ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions
• Ability to be resourceful, creative and maintain flexibility
• Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces
• Required to speak, read and write English, with fluency in other languages preferred
• Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Qualifications -

• College graduate or equivalent work experience.
• Licenses & Certifications: None required

Experience -

• Minimum two years' experience in a similar capacity for a luxury or ultra-luxury property.

Compensation: Hourly Range $30.33 - $40.44

About Us

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Built in 1930, The Carlyle, A Rosewood Hotel is a New York City luxury hotel that exudes charm and elegance. For generations, it has been the "home away from home" for world leaders, celebrities and sophisticated travelers. Guests discover remarkable privacy, luxury and impeccable service from this award-winning property. The Carlyle has consistently been recognized as one of the top hotels to stay by the world's leading publications, travel magazines and consumer organizations.