JOB PURPOSE

The Housekeeping Supervisor will oversee the prescribed work of all Housekeeping Maids and Cleaners and the cleaning of all guest rooms and public areas, in the most efficient and effective manner. She will deliver the highest possible standards of service to guests, and will be pro-active in maintaining and/or improving the department’s profitability in acordance with Hotel policies, procedures, and standards.

MAIN DUTIES

1. CUSTOMER AWARENESS

• To understand who are the customers, both external (Hotel guests) and internal (all Hotel employees), their expectations and needs, establish and maintain relationship/rapport through service and over the long term.
• To seek and action customer feedback at all opportunities and learn from complaints.
• To implement and train the correct hotel service standards, monitor and thrive for continuous improvement.
• To project a positive, professional and friendly image to the guests and employees.

1. HEALTH AND SAFETY AND QUALITY ASSURANCE

• To ensure a safe workplace by identifying hazards and taking corrective action and to instruct employees on specific safe work practices.
• To thoroughly understand, adhere and train in all Hotel’s standards in customer service, product presentation and maintenance, cleanliness and hygiene.
• To ensure strict adherence to manufacturers’ instructions for safe use of all equipment and understand any risks involved in operating machinery and other equipment.
• To monitor and control all Housekeeping areas and procedures by actively participating in the daily running of the operations and be vigilantly attentive to service details and all product quality.

• To co-ordinate effectively with the related/dependant departments through constant contact about speed of service, availability, maintenance and inter-relations.
• To inspect all Housekeeping areas (front and back) to ensure cleanliness, physical condition and functioning equipment.

1. SERVICE DELIVERY

• To ensure the daily supervision of all subordinates ensuring that their actions, duties and all departmental opening and closing duties are carried out in accordance with the pre-set procedures.
• To keep all working stations well organised and neat.
• To demonstrate thorough knowledge and ability in the execution of all required daily Housekeeping work as well as the steps of the customer journeys during operational hours.
• To understand and ensure her subordinates understand the service and methods of presentation and cleanliness of all guest rooms, public areas, management offices and events halls.
• To ensure that all guest rooms have been checked before arrivals and after departures.
• To supervise the cleanliness and tidiness of maid service rooms.
• To issue all completed Housekeeping reports to Front Office and update on Reservations system room status.
• To check all flower arrangements in the events halls and common areas.
• To report damages to all areas and record by means of the Maintenance Report and liaise with the Maintenance department directly.
• To handle lost and found items of guests and staff and follow the receipt and delivery system in the Lost & Found Book.
• To sense guest needs and quickly respond to maximum satisfaction.
• To inform hotel management about incidents, observations and developments that affect Guests, the Hotel’s activities and his/her post.

1. REVENUE IMPROVEMENT AND FINANCIAL MANAGEMENT

• To ensure that strict cost control measures are in place and adhered to in terms of storage areas, stock rotation and that new orders are in line with departmental costs and business levels.
• To ensure all departmental items are received and inspected upon delivery against the departments’ perpetual inventory record.
• To ensure and monitor staffing levels and rotas are in line with revenue according to business levels, staff needs, new starters/leavers, labour standards and appropriately control labour costs.
• To communicate to all superiors all deviations from service and standard practice.
• To ensure awareness of the department cost.
• To co-ordinate with all superiors methods for controlling wastage.

STANDARD DUTIES

• To implement the Hotel’s Internal Operating Regulations on the basis of the Employee’s Handbook.
• To know, implement and participate in the Hotel’s vision and objectives as described in the written procedures of the Hotel.
• To participate in the building of an efficient team of employees by taking an active interest in each other’s welfare, safety and development.
• To report for duty punctually wearing the correct uniform and perfectly groomed at all times.
• To inform her superior when leaving her station/area for breaks and at end of shift.
• To inform her superior should she has any problems with his/her scheduled working hours.
• To provide a friendly, courteous and professional service at all times.
• To perform the duties with maximum efficiency and in the most productive manner, following the department’s induction and training program and do not hesitate to ask questions regarding the execution of his/her duties.
• To use all correct standards and methods of service as stated in the Hotel’s Operations Manual.
• To always co-operate, assist and help other areas/stations/people when they are busier than her.
• To initiate new ideas to improve service and encourage all other staff to give their view.
• To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
• To understand and adhere to the Hotel’s rules and regulations and in particular the policies and procedures relating to Fire, Hygiene, Health & Safety, Cleanliness and the Environment.
• To comply with Cyprus legislation and be conversant with and act in accordance with any such matters relating to his/her department.
• To respond to any changes in the department as dictated by the needs of the industry, or Hotel operations.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend training sessions and seminars as required.
• To attend and contribute to regular departmental communications meetings/briefings.
• To ensure that all employees are treated fairly and consistently as outlined in the terms and conditions of employment, local legislation, and Hotel policies and procedures.

QUALIFICATIONS

1. Lyceum graduate.
2. Graduate of a tertiary school of Hotel Management or Hotel and Catering School, specialising in the hospitality field.
3. Three years experience in a similar position.
4. Fluent in written and spoken English.
5. Organisational and Managerial skills.
6. Very good communication skills.
7. Pleasant and friendly personality, fair, reliable and polite.