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 Vision
• Monitors customer service levels and counsels employees with alternative methods of responding to customer requests
• Ensures that employees receive the training necessary to provide Only the BEST for our Guests service
• Determines customer delight level and needs by reviewing comment cards and talking to customers regularly
• Provides staff with the skills training to be able to provide value-added service to customers
• Performs other duties as required to provide Only the BEST for our Guests service and teamwork

2. LEADERSHIP

2.1 Meets and exceeds expectations of employees
by 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 goals
• Creates a positive work environment for all employees
• Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs, allowing these needs to be met
• Orients and trains qualified employees
• Conducts effective employee meetings and counseling sessions
• Determines, 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 sections
• Coordinates with other departments regarding customer questionnaire analysis

3.2 Exceeds customer satisfaction and maximizes return customers

• Meets customers whenever possible
• Practices 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 interviews
• Coordinates with the Human Resources Division on the process and guidelines
• Recommends 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 reinforcement
• Practices effective listening
• Seeks out employees concerns and offers assistance

4.4 Coaches, counsels, disciplines employees

• Logs specific incidents
• Sets time aside to offer advice
• Implements consistently and fairly Resort discipline practices

4.5 Determines priorities, sets goals, and follow-ups

• Prepares monthly action plan
• Prepares daily to-do list

4.6 Monitors and controls attendance, shift rosters

• Prepares Attendance Sheets
• Prepares shift rosters
• Maintains absence statistics and does follow-up actions

4.7 Conducts performance appraisals

• Completes appraisal forms for all staff
• Analyzes training needs and schedules training
• Conducts probation period reviews

4.8 Identifies and analyzes problems and develops solutions

• Records critical incidents
• Shares problems with team and discusses solutions

5 TRAINING

5.1 Orientation and induction of new employees

• Prepares and utilizes Induction Checklist
• Conducts on-the-job skills training

5.2 Annual Training Plan

• Assists in planning training activities to meet training needs
• Sets 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 Breakdowns
• Ensures that staff demonstrates technical skills; conducts technical training on a regular basis
• Updates staff on a regular basis

5.4 Succession Plan

• Ensures the successful implementation of the program in housekeeping department
• Recommends 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 standards
• Records and notes down items that require repair and follow-up
• Submits recommendations for painting, repair, furnishing, relocation of equipment and space to the Executive Housekeeper for consideration
• Coordinates with Engineering on needed repairs/maintenance work and follows up on outstanding work orders as needed
• Follows up and re-checks areas which are not attended to within acceptable timeframe
• Checks on completion and quality of accomplished work

6.2 Resort cleaning schedules

• Ensures the implementation of cyclical cleaning schedules for area of assignment
• Coordinates 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 maintenance
• Strictly adheres to control procedures in the usage of chemicals and supplies
• Assists 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 arrivals
  • Staffing
  • Complaints (based on DMs log)
  • Business for the day
  • Staff 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 analysis
• Recommends to the department head ways to maximize the sections output without compromising standards
• Contributes 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 training
• Communicates standards to staff
• Analyzes accident statistics
• Nurtures accident prevention culture

9.2 Monitors cleanliness and hygiene standards

• Conducts regular inspections of all areas within the department
• Constantly 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 significance
• Performs 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 position
• Prepares reports as necessary to develop a more informative database for improved management decision-making and critical evaluation of work activities
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate
• At all times, projects a favorable image of Crimson Resort & Spa to the public
• Practices and role-models the Guiding Principles and Core Values of Crimson Hospitality and ensures that employees practice the same
• Performs other duties and tasks assigned by immediate superiors from time to time.