Housekeeping Supervisor - Coordinator

Industry:
Hotels
Department:
Housekeeping
Job Role:
Housekeeping Attendant
Level:
Supervisor
Location:
Asia
Area:
Others
Salary Description:
Competitive
Posted:
16-Nov-19
Recruiter:
Raffles Hotels and Resorts
Job Ref:
VBB00825

HOUSEKEEPING SUPERVISOR - COORDINATOR

Job Purpose
The position is responsible to manage the daily operations in the Housekeeping Coordinator for Raffles and Fairmont Makati, ensuring the ultimate comfort, cleanliness, safety and standards for all guest and members as expected by Raffles & Fairmont . He/she will maintain superior standards of presentation, maintenance and cleanliness in all areas of the hotel while ensuring the safety and confidentiality of all guests. He/she will act as a leader to all Housekeeping team members and assist with guest and colleague concerns.

Key Interactions Internally

• Front Office Team

• Engineering Team

• HK Team

• Other Departments

Externally

• In house guests

• Agency Coordinator

• Laundry Service Provider

• Other Suppliers & Contractors

Primary Responsibilities
MAINTAIN THE CLEANLINESS AND QUALITY OF GUESTROOMS


• Consistently offer professional, friendly and engaging service
• Coordinate and provide administrative support to all areas of the Housekeeping department
• Work closely with all departments within the Rooms Division, communicating day to day updates and changes
• Ensure timely release of rooms based on the daily arrivals
• Ensure all back up reports are printed according to shift(before & after the shift)
• Discrepancy report are well updated and printed and signed
• Consistent follow up with other departments to ensure requests/work orders are completed
• Maintain all employee records within the Housekeeping department
• Follow department policies, procedures and service standards
• Ensure lost & found items are well recorded & kept properly in storages
• Follow all safety policies
• Maintain the inventory and security of all room keys, mobile phone and locks to various cabinets and drawers
• Consistently monitoring update records of lost and found
• Creates housekeeping room attendant and supervisor worksheets and checklist
• Ensures all guest requests are addressed and provided on a timely manner
• Ensures housekeeping guest amenities and supplies are well stocked and well inventory
• Able to attend monthly one to one meeting with direct reports
• Able to attend / complete monthly training hours goal / target
• To ensure standards of cleanliness, hygiene and tidiness in all times
• Supervising the daily cleaning of assigned rooms, to the highest standards
• Conducts daily inspections of Coordinator's worksheet , inventory and others
• Monitor and ensuring to have showrooms, storage and supply
• Physically check discrepant rooms to ascertain status. Confirm status of all rooms at end of day.
• Notify Room Attendant/House Attendant of any deficiencies found, and return to correct when applicable.
• Ensures all rooms are Inspected by means of coordinator with the HK Supervisors in floors.
• To report necessary maintenance items

• Consistently submission of inventory /monthly : Fairmont Fit , OS&E , Lost & Found
• To conduct, file every discussion of performance of coordinators
• To accomplish Annual Performance Review of the coordinators

• Other Duties assign

PROVIDE GUESTROOM EXPERIENCE THAT MEETS GUESTS' EXPECTATIONS

• Must drive the department to help achieve Key Performance Indicators and goals and targets set by the management:
• Guest Satisfaction - Voice of the Guest (VOG)
• Brand Compliance - Leading Quality Assurance (LQA)
• To ensure standards of cleanliness, hygiene and tidiness of the area
• To ensure completeness of OS and E , Fairmont Fit inventory
• Ensuring guest property left behind is logged and stored in a secure location for lost property
• Resolving any guest issue or complaints when possible and ensuring management are kept informed.
• Raise RS Ticket for any maintenance requests in order to comply with the hotel's established quality standards and ensure guest satisfaction.
• Checking the profile of guest to ensure that all the preferences will be in the room upon arrival
• Excellent attention to detail with high levels of successful communication
• Be knowledgeable on all current guest services and events in the hotel
• Ensures Room Attendants are informed daily about VIPs, extras - priority in their section

• Personalise guest experience

SUPERVISION OF THE ROOM ATTENDANTS

• Actively participate in daily briefing, daily warm up and department briefings and maintains a presence as requested at hotel and department meetings

• Assists with and lead Housekeeping Attendant, Supervisors & Leaders with daily duties
• Verifies rooms with Privacy Please indicators and co-ordinate make up with Room Attendants
• Reports any damage, special cleaning, change of soft furnishings etc to Royal Service on any issues in all areas of the hotel
• Supervise the daily operations in the housekeeping coordinator sections of the Department
• Confirm that all daily duties are completed to standard by: Housekeeping Attendants & Supervisors
• .A hands on approach with strong leadership skills and the ability to successfully train, guide and mentor staff.

• To follow departmental policies and procedures
• To follow all safety and sanitation policies

Monitoring of supplies and productivity


• Ensure casual manpower is monitored and controlled based on occupancy level and Agency requisition format

• To ensure no abuse/wastage of guest supplies

• To follow the Proper handling and dispose of Lost & Found

• To ensure Room cleaned and released in a timely manner

• Ensure handover of key inventory are well done every shift of the Coordinators

Main Complexity/Critical issues in the Job

• Room releasing base on ETA

• Timeliness of giving out guest request and other inquiry

• Response to guest needs/guest complaints


Profile
Knowledge and Experience


• Degree or Diploma in Hospitality Management

• Previous customer related experience an asset
• Previous PMS experience an asset
• Must be computer literate in Microsoft Window applications
• Must be able to type 25 words per minute
• Must possess a professional presentation
• Must possess strong verbal and written skills
• Minimum two (2) years of work experience as a Supervisor or similar level in Housekeeping; an operational knowledge and proficiency in Property Manager (Opera); training experience preferred.

• Fluent in English and Filipino (verbal/written)

Competencies


• Presentable, well groomed with excpetional leadership quality

• Strong interpersonal and problem solving abilities

• Highly responsible & reliable

• Ability to work well under pressure and independently in a fast paced environment

• Ability to work cohesively as part of a team

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Previous experience in a managerial capacity

• Proven ability to guide and coach team members

• Recognized commitment to housekeeping operations and exceeding guest expectations

• Proven ability to balance complimentary objectives, guest service, colleague satisfaction and profitability

• Excellent leadership, written/verbal communication and interpersonal skills

• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure

• A working knowledge of a second or third language and its application in the hotel and hospitality operation is an asse t

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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