Housekeeping Supervisor

divh2Hilton Garden Inn Richmond/Innsbrook/h2pCLEANLINESS and FRIENDLINESS/ppThe MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests./ph3Areas of Excellence/h3ulliHappy Guests/liliSpotless Cleanliness/liliProduct Consistency Quality/liliTeamwork/li/ulh3Duties and Expectations/h3h31. Happy Guests/h3ullistrongGuest Relations:/strong Greet guests happily upon arrival and throughout their stay with a smile./lilistrongName Use:/strong Use the guests names whenever possible, ensuring they feel properly welcomed./lilistrongGuest Satisfaction:/strong All Team Members work together to contribute to great guest satisfaction scores./lilistrongRecovery:/strong Ability to handle challenging guest situations with hospitality and a sense of urgency./lilistrongHotel Knowledge:/strong Strong knowledge of all features of the hotel facility and amenities./lilistrongEvents:/strong Awareness and support for all groups and events at the hotel./lilistrongTechnology:/strong Understanding of relevant technology for each role./lilistrongPhone Etiquette:/strong Answer all incoming calls with friendly service using the approved greeting./li/ulh32. Spotless Cleanliness/h3ullistrongSparkling Clean Workspaces:/strong All areas, both front and back of the house, should be kept clean and well-organized./lilistrongPitching In:/strong Cleanliness is a team effort Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe./lilistrongHospitality While Cleaning:/strong Always greet every guest happily with a smile, by name if possible, while cleaning./li/ulh33. Product Consistency Quality/h3ullistrongChecklists to 100% Accuracy:/strong All operational checklists are completed accurately and at the designated times, every shift./lilistrongShift Handover Reports:/strong Handover reports must be accurate and on time, for effective shift-to-shift communication./lilistrongFlawless Uniform:/strong All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times./li/ulh34. Teamwork/h3ullistrongCommunication:/strong Communication between Team Members should be clear, honest, and professional./lilistrongCan Do Attitude:/strong Willing to stretch beyond traditional role to meet the needs of the business and MCRs guests./lilistrongCollaboration:/strong All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace./li/ulh3Section Two: Housekeeping Supervisor, Role Specific Duties and Expectations/h3pThe Housekeeping Supervisor is responsible for cleaning and preparing efficient operations of the Hotel including rooms, front and back of house, public areas, and laundry. The Housekeeping Supervisor is responsible for assuming the duties of the Executive Housekeeper in their absence, including the daily management of the housekeeping staff. Housekeeping Supervisors are required to clean guest rooms and public spaces on days they are not covering the Executive Housekeeper duties. This may include all guest rooms, public spaces, including but not limited to public restrooms, meeting rooms, exercise room, pool, and guest laundry facility./ph3Other Duties and Expectations/h3ullistrongManage Guest Request Log:/strong Review log daily to ensure that all requests have been met, taking proactive steps to address problems before they occur./lilistrongVIP Management:/strong Monitor all V.I.P.s, special guests, and requests./lilistrongOversee Housekeeping Team:/strong Complete daily stand-up with the team each day to review objectives and confirm checklists are assigned and prepared for the day in the absence of the Executive Housekeeper./lilistrongRoom Inspection:/strong Inspect rooms and ensure the quality and cleanliness of all guest rooms and public spaces in the hotel in the absence of the Executive Housekeeper./lilistrongStorage Rooms:/strong Maintaining the organization and cleanliness of all storage rooms, mechanical rooms, housekeeping closets and main housekeeping laundry room./lilistrongPre-Cleaning Duties:/strong such as stocking guest supplies, cleaning supplies, and linen for housekeeping cart set-up./li/ulullistrongTrash and Linen Removal and Replacement:/strong Remove all trash and dirty linen from guest rooms, replacing bed linens and replenishing guest room supplies./lilistrongDeep Cleaning:/strong Conducting deep cleaning activities as needed within the guest room in conjunction with the maintenance department./li/ulullistrongDepartmental Meetings:/strong Conduct daily department meetings with housekeeping staff in the absence of the Executive Housekeeper./lilistrongSupply Management:/strong Maintain required stock of all housekeeping and laundry supplies by ordering all needed supplies and amenities on a monthly/quarterly basis./lilistrongInventory:/strong Conduct monthly and quarterly housekeeping inventories on a timely basis./lilistrongMaintenance Requests:/strong Monitor work orders and submit to Engineering department according to procedures; Follow up to ensure completion in the absence of the Executive Housekeeper./lilistrongStatus Reports:/strong Balance and clear the room status nightly, comparing the PM Housekeeping Report with the computers room status report and resolve all discrepancies in the absence of the Executive Housekeeper./lilistrongLost and Found:/strong Maintain and monitor Lost and Found procedures and policies according to standards./lilistrongChemical Safety:/strong Monitor proper use of and compliance with hazardous chemicals according to OSHA standards./lilistrongKey Control:/strong Maintain a key control system for the department./li/ulh3Section Three: Success Metrics/h3h3Happy Guests/h3ulliManagement Performance Ratings/liliGuest Satisfaction Scores/Intent to Return/li/ulh3Spotless Cleanliness/h3ulliGM/AGM Spot Checks/liliLeadership Walk-throughs (RVP, etc.)/liliGuest Ratings/Reviews/li/ulh3Product Consistency Quality/h3ulliChecklist Tracking/liliManagement Performance Ratings/liliGuest Ratings/li/ulh3Teamwork/h3ulliManagement Performance Ratings/li/ulh3Section Four: Qualifications Requirements/h3ullistrongExperience in a hospitality, service, consumer-facing franchise or related field preferred. Supervisory experience preferred./strong/lilistrongCan-Do Attitude:/strong Must have a positive attitude and willingness to learn./lilistrongAbility to Follow Guidelines:/strong Must be able to understand and follow established guidelines and procedures./lilistrongHandle Pace and Pressure:/strong Must work well in stressful, high-pressure situations./lilistrongListening, Conflict Resolution:/strong Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests./lilistrongCommunication Skills:/strong Must be able to convey information and ideas clearly./lilistrongHospitality and Guest Service:/strong Must have a desire to serve all guests./lilistrongAge Requirement:/strong Must be 18 years of age or older to perform this job./lilistrongSchedule and Travel:/strong Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel./lilistrongClock-in/Out:/strong Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor. Never work while off the clock./lilistrongBreaks:/strong Clock in/out for breaks at the designated time on your schedule./li/ul/div