
Housekeeping Supervisor
Reporting to Head Housekeeper
Responsible for The housekeeping team, stock control, orders, overall hotel cleanliness, staff accommodation
Your Purpose
Assist in the daily operation and management of the department, working directly with the Head Housekeeper and housekeeping team to drive all daily procedures to ensure an execution of quality and cleanliness throughout the hotel. Direct the hotel’s activities to maintain high standards as well as uphold a consistent and exemplary guest and employee experience.
Expected Behaviours
Open: to new ideas, opinions, changing, owning mistakes.
Commit: to completing tasks and supporting the team and individuals.
Respect: yourself, each other and the environment.
Energy: use empathy, look after yourself and others.
Key Management Responsibilities:
- Daily room checks
- Laundry organisation
- Team coordination
Expected Leadership Behaviours:
- Lead by Example
- Attention to Detail
- Communicate Consistently
Key Area - Product
QUALITY
Expectation
- Supervise performance across all levels, checking the bedrooms and public areas
- Use experience and knowledge to offer the best service in line with ethos of the business
KPI (measurement)
- Maintain a 4-star hotel standard and check arrival bedrooms daily
- Aspire to 5-star hotel standard
- Improve your knowledge by reviewing hotel rooms and think about improving the product we are offering
GUEST RELATIONS
Expectation
- Supervise performance across all levels, checking the bedrooms and public areas
- Use experience and knowledge to offer the best service in line with ethos of the business
KPI (measurement)
- Maintain a 4-star hotel standard and check arrival bedrooms daily
- Aspire to 5-star hotel standard
- Improve your knowledge by reviewing hotel rooms and think about improving the product we are offering
GUEST RELATIONS
Expectation
- Communicate feedback with the team
- Proactively, innovatively and creatively upgrade the guest and employee’s experience
KPI (measurement)
- Consistently excellent feedback online and verbally with at least 4.5 on TripAdvisor
- Actively engage with guests on special occasions to make them feel special
LEGAL
Expectation
- Ensure that all licensing laws are followed
KPI (measurement)
- Have an up-to-date fire extinguisher and first aid certificate
LEGAL, HEALTH AND SAFETY
Expectation
- Support and maintain control of health, safety and security of other workers and the public
- Maintain energy and waste efficiency
- Inspect quality standards and uphold health and safety regulations, effectively liaising with hotel management regarding maintenance of any equipment
- Ensure that all activities are carried out honestly, ethically and within the parameters of Scottish Law
KPI (measurement)
- Assist management making sure all health and safety procedures have been followed
- Identify and recommend improvement to energy and waste efficiency
POLICIES & PROCEDURES
Expectation
- Develop internal communications and processes between the kitchen, front of house and management
- Review and monitor health, safety and hygiene policies and procedures
- Control stock, supporting the team with orders and deliveries
KPI (measurement)
- Attend morning meetings with FOH and Kitchen and pass the information to the team.
- Clean and tidy the cupboards and the laundry daily and make sure all the equipment is in order and lock up all cupboards at the end of the shifts.
- Place orders weekly
- Monthly review of Risk Assessments and signed off
- Quarterly linen stock take
OPERATIONS
Expectation
- Manage daily operations and make suitable changes and adjustments to best suit the business
- Implement a rigorous cleaning program for all public areas, bedrooms and bathrooms
- Supervise the maintenance, cleanliness and management of the staff accommodation
- Laundry/uniform stock control
KPI (measurement)
- Have daily team meetings prior to room service, to discuss the plan for the day according to occupancy and delegate responsibility when appropriate
- Have weekly team meetings for improving staff performance
- Monthly, 1st Tuesday of the month, staff accommodation check
- Communicate with the laundry company when required
- Effectively manage the rota, daily in line with employee contract
- Communicate via Workplace with reception
ENVIRONMENTAL, SOCIAL AND GOVERNANCE
Expectation
- Play a broader role in the business being more socially responsible
KPI (measurement)
- Uphold the Diversity and Inclusion Policy, maintaining Gold GTBS
Key Area - People
RECRUITMENT & RETENTION
Expectation
- Identify any gaps in the team and assist HR in recruitment
- Support HR in the team’s training and development, highlighting areas for improvement and oversee talent management
KPI (measurement)
- Assist in any job trials
- Monthly/3 monthly catch ups with your team, recorded on SAGEHR
LEADERSHIP
Expectation
- Contribute to morale and team spirit by maintaining effective relationships with colleagues
- Manage the team, yourself and situations
- Assist in development and implementation of any training plans, delegating responsibility and supporting the team
- Individual Flow training to be managed
- Lead by example, being through in your own performance
KPI (measurement)
- Create a HK training plan and train any new staff accordingly.
- Make sure all HK staff has completed their modules.
Key Areas - Profit
FINANCE MANAGEMENT
Expectation
- Manage the team and your time efficiently
- Price check supplies by monitoring and operating cost controls in line with business goals
KPI (measurement)
- Absenteeism and lateness at 5% or below