Housekeeping Supervisor

FILINVEST COMPANY: CRIMSON RESORT AND SPA BORACAY POSITION SUMMARY: In accordance with the policies, procedure and standards of Chroma Hospitality and Crimson Resort & Spa, Boracay, and under the direct supervision of the Assistant Executive Housekeeper, the Housekeeping Supervisor ensures that the cleanliness, orderliness and physical aesthetics of the area of assignment are maintained in accordance with established standards. 1. MEETS AND EXCEEDS CUSTOMERS AND TEAM MEMBERS EXPECTATIONS by providing Only the BEST for our Guests service and teamwork Establishes and communicates customer service objectives which support achievements of Crimsons Mission and VisionMonitors customer service levels and counsels employees with alternative methods of responding to customer requestsEnsures that employees receive the training necessary to provide Only the BEST for our Guests serviceDetermines customer delight level and needs by reviewing comment cards and talking to customers regularlyProvides staff with the skills training to be able to provide value-added service to customersPerforms other duties as required to provide Only the BEST for our Guests service and teamwork 2. LEADERSHIP 2.1 Meets and exceeds expectations of employeesby utilizing leadership skills and motivation techniques in order to maximize employee productivity and satisfaction of direct reports Develops and implements strategies to achieve Employee Satisfaction Index goalsCreates a positive work environment for all employeesDevelops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs, allowing these needs to be metOrients and trains qualified employeesConducts effective employee meetings and counseling sessionsDetermines, communicates, and monitors achievement standards of performance on a timely basis 3. CUSTOMER SATISFACTION 3.1 Monitors the level of customer satisfaction Analyses customer feedback on quality and efficiency of service in the various housekeeping sectionsCoordinates with other departments regarding customer questionnaire analysis 3.2 Exceeds customer satisfaction and maximizes return customers Meets customers whenever possiblePractices maximum flexibility and creativity when dealing with special customers 4. HUMAN RESOURCES 4.1 Selection and interview of qualified employees for the department Conducts selection interviewsCoordinates with the Human Resources Division on the process and guidelinesRecommends candidates for vacancies to the Director of Rooms based on interviews conducted 4.2 Leads the team Upfront, hands-on, visible leadership 4.3 Motivates employees Provides positive feedback and reinforcementPractices effective listeningSeeks out employees concerns and offers assistance 4.4 Coaches, counsels, disciplines employees Logs specific incidentsSets time aside to offer adviceImplements consistently and fairly Resort discipline practices 4.5 Determines priorities, sets goals, and follow-ups Prepares monthly action planPrepares daily to-do list 4.6 Monitors and controls attendance, shift rosters Prepares Attendance SheetsPrepares shift rostersMaintains absence statistics and does follow-up actions 4.7 Conducts performance appraisals Completes appraisal forms for all staffAnalyzes training needs and schedules trainingConducts probation period reviews 4.8 Identifies and analyzes problems and develops solutions Records critical incidentsShares problems with team and discusses solutions 5 TRAINING 5.1 Orientation and induction of new employees Prepares and utilizes Induction ChecklistConducts on-the-job skills training 5.2 Annual Training Plan Assists in planning training activities to meet training needsSets priorities and prepares monthly plans in coordination with Department Trainer 5.3 Conducts technical job knowledge training Utilizes Task Breakdowns; assists Department Trainer in preparation of Task BreakdownsEnsures that staff demonstrates technical skills; conducts technical training on a regular basisUpdates staff on a regular basis 5.4 Succession Plan Ensures the successful implementation of the program in housekeeping departmentRecommends appropriate developmental programs 6 HOUSEKEEPING OPERATIONS 6.1 Quality assurance Coordinates quality inspection of guestrooms and/or public areas (function rooms, restaurants/outlets, stairways, restrooms, elevators, lockers, heart-of-the-house, offices, parking, etc.) per established procedures as guided by established standardsRecords and notes down items that require repair and follow-upSubmits recommendations for painting, repair, furnishing, relocation of equipment and space to the Executive Housekeeper for considerationCoordinates with Engineering on needed repairs/maintenance work and follows up on outstanding work orders as neededFollows up and re-checks areas which are not attended to within acceptable timeframeChecks on completion and quality of accomplished work 6.2 Resort cleaning schedules Ensures the implementation of cyclical cleaning schedules for area of assignmentCoordinates cleaning schedules with areas concerned prior to date such that the process is maximized 6.3 Inventory and stock control Assists in conducting physical inventory of cleaning equipment and master keys, chemicals, gardening tools and maintenanceStrictly adheres to control procedures in the usage of chemicals and suppliesAssists in the development of new control procedures as needed 7 PROFITABILITY 7.1 Practices cost containment measures Practices good expense management and implements the same in the department 8 ADMINISTRATIONS 8.1 Regular staff briefings In the absence of the Executive Housekeeper and Assistant Executive Housekeeper, conducts daily staff briefings highlighting the following:Occupancy forecast & VIP/Group arrivalsStaffingComplaints (based on DMs log)Business for the dayStaff productivity (guestrooms cleaned per service associate)Public area condition 8.2 Profit and Loss May be assigned to attend Profit & Loss reviews and prepare rationale for variances in labor cost, printing, cleaning supplies, uniform/linen costs, stationery, cost per occupied room, etc. 3. Lost and Found Assists in administering Lost & Found procedures, ensuring that implementation level adheres to established guidelines 4. Productivity Regularly reviews work cycles and ensures staff schedules are coordinated with the peaks and slack of operations to maximize productivity 9. HEALTH, SAFETY AND HYGIENE Prepares daily labor analysisRecommends to the department head ways to maximize the sections output without compromising standardsContributes to total productivity of the department by ensuring supervised staff are able to take over tasks in other sections 9.1 Ensures safe working practices Implements safety standards and conducts trainingCommunicates standards to staffAnalyzes accident statisticsNurtures accident prevention culture 9.2 Monitors cleanliness and hygiene standards Conducts regular inspections of all areas within the departmentConstantly monitors cleanliness standards in the area 9.3 Monitors grooming and appearance standards of employees Sets standards and communicates to staff 10. GENERAL RESPONSIBILITIES Keeps immediate superior promptly and fully informed of all problems or unusual matters of significancePerforms all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this positionPrepares reports as necessary to develop a more informative database for improved management decision-making and critical evaluation of work activitiesMaintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climateAt all times, projects a favorable image of Crimson Resort & Spa to the publicPractices and role-models the Guiding Principles and Core Values of Crimson Hospitality and ensures that employees practice the samePerforms other duties and tasks assigned by immediate superiors from time to time.