Supervises the housekeeping function and staff operating the night shift to ensure the common areas are cleaned to an excellent standard and well maintained. Takes direction from the Head of Housekeeping and coordinates with the team to successfully execute all housekeeping operations. Strives to continually improve owner and guest satisfaction while controlling the cost performance of the department. Responsible for inspecting assigned areas and following up with plans to improve results.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 3 years’ experience in housekeeping or a related professional area.
CORE WORK ACTIVITIES
Supervising Housekeeping Operations
Ensures compliance with all housekeeping policies, standards, and procedures.
Understands the importance of the department’s operations on the overall property financial goals and educates staff on details as appropriate.
Reviews staffing levels to ensure owners’ service, operational needs, and financial objectives are met.
Obtains a list of owners’ rooms to be cleaned immediately, as well as a list of prospective check-outs or discharges, to prepare work assignments for this à la carte service.
Inventories stock to ensure adequate supplies.
Supervises an effective inspection program for all guest suites and common areas, including the commercial property.
Understands the impact of the department’s operations on the overall property financial cost goals and objectives and manages to achieve or exceed budgeted goals.
Ensures all employees have proper supplies, equipment, and uniforms.
Communicates areas that need attention to staff and follows up to ensure understanding.
Supervises daily and nightly housekeeping shift operations and ensures compliance with all housekeeping policies, standards, and procedures.
Participates in departmental meetings and continually communicates a clear and consistent message regarding departmental goals to produce desired results.
Conducting Human Resources Activities
Uses all available on-the-job training tools to train cleaning staff and provides follow-up training as necessary.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same.
Schedules employees according to business demands and coordinates employee time and attendance with the Head of Hospitality.
Ensures employees understand expectations and parameters.
Ensures property policies are administered fairly and consistently, and that disciplinary procedures and documentation are completed according to policy.
Observes service behaviours of employees and provides feedback to individuals.
Ensures employee recognition takes place across all shifts.
Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
Participates in employee progressive discipline procedures.
Assists the Head of Housekeeping with interviewing and hiring team members with the appropriate skills.
Ensuring Exceptional Customer Service
Sets a positive example for owner and guest relations.
Participates in the development and implementation of corrective action plans to improve owner and guest satisfaction.
Empowers employees to provide excellent customer service.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Responds to and handles owner and guest problems and complaints.
Strives to improve service performance.
COMPETENCIES
Leadership
Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behaviour; and models active listening to ensure understanding.
Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
Professional Demeanour - Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Supervising Execution
Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment of goals; proactively acts and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement, and enhanced business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and strengthen the skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve the performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
o Cleaning Materials, Equipment, and Techniques - Knowledge of the use, handling, storage, and disposal of cleaning chemicals and equipment, including Material Safety Data Sheet requirements, and the use of personal protective equipment. o Housekeeping Tracking and Inventory - Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintain inventory systems or logs, and perform basic cart care. o General Housekeeping - Knowledge of procedures, policies, and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems, and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness. o EIWO — Everything in Working Order - The ability to inspect and identify owner and guest room components, such as light bulbs, remote controls, air conditioning units, toilets, appliances, and vacuums, for functional deficiencies. This includes reporting procedures. o General Laundry - Knowledge of proper processing of various types of textiles, fabrics, and colours, including stain-removal techniques, dry cleaning, washing and drying of terry, F&B linens, and bed sheets. Includes linen quality control, such as discards and ragging. o Environmental Sustainability - Knowledge of products and procedures that reduce, recycle, or reuse natural resources, such as bed linen and towel reuse programs. o Security/Loss Prevention - Knowledge of the procedures and techniques for property surveillance, property locks and keys, emergency situations, and legally defensible incident, accident, and injury investigations. o Public Safety - Knowledge of processes and procedures to ensure public health and safety with regard to Norovirus, bloodborne pathogens, and pest elimination, such as bed bugs and ants. o Preventative Maintenance - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care, including daily cleaning, heavy extraction, and interim cleaning. o Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain materials, equipment, and supplies, including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control. Basic Competencies
Fundamental competencies required for accomplishing basic work activities
Intermediate Computer Skills - Uses computer hardware and software, such as personal computers, word processing software, Internet browsers, etc.
Mathematical Reasoning - Demonstrates the ability to add, subtract, multiply, or divide quickly and correctly in a way that allows one to solve work-related issues.
Oral Comprehension - Demonstrates the ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
