Housekeeping Supervisor

JOB OVERVIEW:

Supervise and inspect the work of assigned room and/or public area attendants to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES:

Financial Returns

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control expenses with a focus on increased productivity.
• Maintain proper inventory levels, managing cost per room for supplies and labor (example: bed & bath linen reuse and laundry operation).
• Control expenses and minimize waste within all areas of housekeeping.

People

• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for employees. Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance 
• Educate and train all employees in compliance with governmental and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties 
• Promote teamwork and quality service through daily communication and coordination with other department heads 
• May assist with deep cleaning projects and/or assist housekeeping staff during high volume periods 
• Monitor performance and recommend disciplinary action in accordance with company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their respective job duties.
• Promote teamwork and quality service through daily communication and coordination with other departments.

Guest Experience

• Check public areas, guest rooms/suites, equipment, linens are clean and in good repair advise team members of areas of improvements 
• Perform housekeeping duties necessary, including making beds as well as vacuuming and cleaning guest suites to ensure guest satisfaction 
• Handle complaints and special requests to achieve complete guest satisfaction 
• Comply with special needs and requests of the guests, VIPs and repeat visitors
• Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
• Inspect all assigned areas to ensure furnishing, guest rooms/ suites, equipment, linens, and public areas are clean and in good repair to meet guest satisfaction. Advise employees of deficiencies and instruct on corrective action. Provide adequate retraining as needed.
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