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Housekeeping Operations Supervisor

2 months ago

Miami, Florida, United States Marriott International Full time

Job Overview

The Housekeeping Operations Supervisor plays a crucial role in overseeing the daily activities of the rooms division, ensuring that all operational tasks are executed efficiently while managing the team effectively. The focus is on enhancing both guest and employee satisfaction while optimizing the financial performance of the department. This position requires strict adherence to established standards and procedures.

Candidate Qualifications

Education and Experience

  • High school diploma or equivalent; 4 years of experience in guest services, front desk, housekeeping, or a related field. OR
  • A 2-year degree from an accredited institution in Hotel Management, Hospitality, Business Administration, or a related discipline; 2 years of experience in guest services, front desk, housekeeping, or a related field.

Key Responsibilities

Leading the Housekeeping Team

  • Ensures that departmental goals are communicated effectively to the team regarding guest satisfaction and productivity.
  • Fosters a workplace culture that promotes motivation, teamwork, continuous improvement, and a commitment to service excellence.
  • Analyzes employee and guest satisfaction metrics and formulates strategies to enhance performance.
  • Ensures the team possesses the necessary skills to meet operational expectations.
  • Demonstrates leadership by embodying self-assurance, enthusiasm, and energy.
  • Guides team members in understanding and fulfilling guest needs and expectations.

Overseeing Rooms Operations

  • Assists in the management of all operations within the rooms division.
  • Implements property-specific recovery plans when necessary.
  • Communicates all guest satisfaction metrics, including feedback and reviews.
  • Proactively addresses employee concerns and maintains a professional demeanor.
  • Exhibits professionalism and courtesy towards employees consistently.

Enhancing Guest Experience

  • Comprehends the brand's service philosophy.
  • Delivers exceptional customer service to all guests.
  • Aims to continuously improve guest and employee satisfaction.
  • Takes proactive measures in addressing guest concerns.
  • Maintains professionalism and courtesy towards guests at all times.
  • Responds promptly to requests from the customer service department.

Ensuring Financial Performance

  • Assists in conducting the annual Quality audit as required.
  • Ensures a robust key control program is implemented.
  • Reviews financial reports and performance data to assess productivity.
  • Strives to enhance the financial outcomes of the department.

Human Resources Management

  • Participates in the interview process and aids in hiring decisions.
  • Receives hiring recommendations from team leaders.
  • Ensures comprehensive orientations for new team members.
  • Solicits feedback from employees and reviews satisfaction metrics.
  • Ensures that property policies are applied fairly and consistently.
  • Recognizes and celebrates team members' achievements publicly.