Housekeeping Supervisor

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