Summary

This position will supervise and will assist the Rooms Division manager to lead hotel operations including housekeeping and front desk in a manner that meets or exceeds company standards for guest service and satisfaction, team member morale, business needs/demands, product quality, and quality assurance. The supervisor must also ensure the quality of service in all guest and team interactions in order to provide the highest level of guest satisfaction and guest retention. This leader will further ensure that the highest level of room cleanliness & service is consistently delivered in order to provide the best possible guest experience for all hotel guests. This position will emulate a positive, upbeat, and heartfelt demeanor in order to deliver memorable and rewarding experiences. This position ensures the confidentiality, security and accuracy of guest’s and team member’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.

Essential Duties & Responsibilities

• Supervise the hotel operations teams in onboarding, training, and assigning daily tasks.
• Provide an environment where motivated people want to join, learn, do their best, and advance.
• Understand any issues with each team member to provide coaching, retraining and communication of job expectations.
• Build strong relationships, and coordinate, with all other departments.
• Retain a diverse team of well-trained team members by modeling the way, empowering, sharing what you know, as well as coaching and counseling, throughout the employment lifecycle.
• Establish a high level of trust and mutual respect with team members to reduce turnover and build engagement and encourage growth and advancement.
• Communicate effectively and constantly while building team member skill sets, knowledge, and abilities.
• Be visible and available to all team members while maintaining an open-door policy.
• Ensure a positive environment with team members through the use of recognition and reward programs.
• Support, involve, and encourage meetings and events to encourage team member engagement.
• Assist with the issuance and room assignments to housekeeping team members, reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.
• Train team members and direct the work flow and processes of the Front Desk.
• Ensure team members have knowledge of hotel property, local attractions, and hours and operations of hotel outlets and services.
• Ensure compliance with accident/loss prevention programs, standard operating procedures, health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.
• Maintain and supervise compliance and understanding of current SOPs
• Creating individual/ team goals ensuring that productivity meets guest and company expectations.
• In coordination with Rooms Division Manager and Human Resources, perform disciplinary actions and performance evaluations based on monitoring of guidelines set forth by policy and procedure.
• Creating weekly schedules based on business needs and team member requests managing and monitoring attendance records in Paycom and attendance tracking system.
• Respond to guest requests, concerns, and problems to ensure guest satisfaction.
• Investigate, report and record complaints, comments, and inappropriate or suspicious behavior by team members or guests.
• Serve as a point of contact for escalated guest concerns and create solutions to problems.
• Resolve all issues forwarded to the rooms division department
• Maintain a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations including OSHA
• Supervise compliance with all legal regulations.
• Maintain and update all MSDS related materials to remain in compliance.
• Attend annual Bio-Hazzard training and certification. Supervise compliance within department.
• Review daily billing of individual guest’s accounts.
• Review night audit daily paper work. Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system and reservation system to maximize revenue through occupancy and rate adjustments based on market conditions.
• Attend all necessary meetings which request your presence for all hotel operations requirements.
• Conduct random inspections of rooms to ensure they meet or exceed all standards of cleanliness.
• Oversee all rooms’ division inventory counts and order supplies as necessary to maintain all room’s inventory.
• Maintain end of day paperwork and reports and submit to management as needed.
• Coordinate and arrange monthly/daily staff pre-shift meetings as necessary for hotel operations as well as attending weekly management meetings to communicate information to all staff members.
• Assigns duties to employees and subordinates and observes performance to ensure adherence to hotel and franchise policies and established operating procedures
• Answers inquiries pertaining to hotel policies and services
• Ensures departmental  hiring practices comply with all state and federal requirements
• Supervises work activities of Room’s staff
• Provides training, including safety training and standard operating procedures to all housekeeping personnel as directed by management
• Addresses guest complaints regarding housekeeping service or equipment
• Assists Rooms Division manager in the selection of personnel
• Assists management staff of hotel in assuring  staff is practicing efficient and effective procedures
• Monitors linen and guest supply inventory
• Reports any maintenance repairs to maintenance staff; records repair information in maintenance log
• Completes follow-up on vacant or occupied rooms
• Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc.
• Inspect storage areas for organization, use of FIFO, and cleanliness.
• Perform other duties as assigned.

Qualifications Requirements

Qualified candidates must have a minimum of three (3) years of hotel and/or hospitality experience required and two (2) years prior experience in supervisory/management. Additionally, qualified candidates will have three (3) years of experience resolving guest and team complaints and issues. One year experience coaching and delivering coaching to team members is preferred. Candidate must be available to work all shifts and all days including weekends, overnights and holidays Requires good math skills, money handling skills, and excellent communication skills. Thriving in a fast-paced and stressful environment as well as balancing multiple priorities and deadlines with frequent interruptions is a must. Strong attention to detail, the ability to communicate effectively, and ability to lead are all a must. Need to have the ability to solve problems and find solutions under pressure and be able to work a flexible schedule including weekends and holidays.

Skills and Abilities

• Computer skills including word processing, spreadsheets & familiarity with brand specific Property Mgmt Systems.
• Excellent communication, presentation and listening skills.
• Ability to read and interpret business records and statistical reports.
• Ability to use mathematical skills to interpret financial information and prepare budgets.
• Ability to analyze and interpret policies established by administrators.
• Ability to make decisions based on production reports and similar facts, your own experience, and personal opinion.
• Complete scheduled inventories and stock and requisition necessary supplies.. Complete work orders for maintenance repairs.
• Within Guest Services and Rooms operations Inspect public areas, restrooms, fitness center, pool area, offices and service areas after being cleaned by Housekeeper to ensure quality standards are met.
• Arrange turndown for VIPs/any package inclusive rates, etc.
• Communicate additions or changes to the assignment sheets to staff (e. g., Housekeeping) as they arise throughout the shift.
• Process guest check-ins and promote room up-sales.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.

While performing the duties of this position, the employee is frequently required to stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 75+ pound

• Handles and provides resolution to guest complaints and employee issues
• Assigns duties to employees and subordinates and observes performance to ensure adherence to hotel and franchise policies and established operating procedures
• Answers inquiries pertaining to hotel policies and services
• Ensures property hiring practices comply with all state and federal requirements
• Supervises work activities of housekeeping staff
• Provides training, including safety training and standard operating procedures to all housekeeping personnel as directed by management
• Addresses guest complaints regarding housekeeping service or equipment
• Assists General Manager in the selection of housekeeping personnel
• Assists management staff of hotel in assuring housekeeping staff is practicing efficient and effective procedures
• Monitors linen and guest supply inventory
• Reports any maintenance repairs to maintenance staff; records repair information in maintenance log
• Completes follow-up on vacant or occupied rooms

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics
• Customer Service – Responds promptly to customer need; Responds to requests for service and assistance; Responds to requests for service and assistance • Interpersonal – Maintains confidentiality
• Oral Communication – Responds well to questions; Demonstrates group presentation skills
• Team Work – Contributes to building a positive team spirit
• Written Communication – Writes clearly and informatively; Able to read and interpret written information.
• Delegation – Delegates work assignments; Provides recognition for results
• Managing People – Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products and services; Continually works to improve supervisory skills
• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Business Acumen – Understands business implications of decisions; Demonstrates knowledge of market and competition
• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment free environment
• Organizational Support – Follows policies and procedures including but not limited to dress code policies
• Adaptability – Adapts to changes in work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Dependability – Commits to long hours of work when necessary to reach goals
• Initiative – Asks for and offers help when needed
• Innovation – Generates suggestions for improving work; Develops innovative approaches and ideas
• Planning/Organizing – Prioritizes and plans work activities
• Professionalism – Treats others with respect and consideration regardless of their status or position
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality
• Quantity – Strives to increase productivity
• Safety & Security – Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properly

BA/BS 4-5-year degree in hospitality or business or foreign equivalency.

Skills and Abilities

• Computer skills including word processing, spreadsheets & familiarity with brand specific Property Mgmt Systems.
• Excellent communication, presentation and listening skills.
• Ability to read and interpret business records and statistical reports.
• Ability to use mathematical skills to interpret financial information and prepare budgets.
• Ability to analyze and interpret policies established by administrators.
• Ability to make decisions based on production reports and similar facts, your own experience, and personal opinion.
• Complete scheduled inventories and stock and requisition necessary supplies.. Complete work orders for maintenance repairs.
• Within Guest Services and Rooms operations Inspect public areas, restrooms, fitness center, pool area, offices and service areas after being cleaned by Housekeeper to ensure quality standards are met.
• Arrange turndown for VIPs/any package inclusive rates, etc.
• Communicate additions or changes to the assignment sheets to staff (e. g., Housekeeping) as they arise throughout the shift.
• Process guest check-ins and promote room up-sales.