Housekeeping Supervisor

**JOB OVERVIEW**

Under the general guidance and supervision of the Executive Housekeeper and the Assistant Executive Housekeeper and within the limits of the established Hotel policies and procedures,

Responsible for the operational efficiency of all housekeeping areas and the delivery of service in those areas within the budgeted guidelines.

Promotes the desired work culture around the five core values of Trust, Integrity, Respect, and One Team while delivering a guest experience that is unique and brings the brand to life.

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**:

- Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets
- Recycle where-ever possible and enforce cost saving measures where appropriate
- Perform tasks as directed by the Manager in pursuit of the achievement of business goals
- Manage storage areas
- Maintain adequate stock levels

**PEOPLE**:

- Work with your Line Manager to ensure the departmental performance of staff is productive. Duties include:

- Participate in staff recruitment
- Conduct on the job training in accordance with the departmental standards and procedures and maintains

a record of progress for each staff member
- Provide input for performance review discussions in line with company guidelines
- Ensure new staff complete their Orientation program on a timely basis
- Assist with the preparation of efficient departmental work schedules
- Coach and counsel staff in breach of hotel policies and departmental procedures, providing constructive

feedback to enhance performance
- In the absence of your Manager, conduct effective staff briefings to communicate guest requirements and

shift priorities
- Supervise the implementation of housekeeping standards and procedures in relation to:

- Bedroom service
- Bathroom service
- Valet service
- Cleaning service
- Linen maintenance
- Recommended changes to these standards and training needs on an ongoing basis
- To do your share as per your capacity in ensuring the success of the Monthly Wheels Action Points in all 4 quadrants.
- Maintain a current and thorough knowledge of all housekeeping systems

**GUEST EXPERIENCE**:

- Demonstrate service attributes in accordance with industry expectations and company standards including:
- Being attentive to Guests
- Accurately and promptly fulfilling Guests requests
- Anticipate Guests needs
- Maintain a high level of knowledge which affects the Guest experience
- Demonstrating a ‘service’ attitude
- Taking appropriate action to resolve guest complaints
- Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
- Be updated with the Heartbeat Reports and immediately take the needed actions as required
- Management of all incoming and outgoing calls
- Perform Room allocations
- Perform Room inspections
- Prioritize arrival rooms
- Liaise with Front Office for guest and hotel requirements
- Ensure guest valet is processed and delivered in a timely manner
- Manage all special requests made by guests
- Management of lost property for the hotel

**RESPONSIBLE BUSINESS**:

- Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety
- Familiarize yourself with emergency and evacuation procedures
- Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager
- Be Green Engage pro active.
- Co-ordinate special projects (ego site rooms, vermin control, window and carpet cleaning, room inventories)
- Ensure you have complete knowledge of room types, layouts and facilities

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

voco brand comes to life in hotels that you can count on but that are different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Hotels that are built on sustainability where we look after the planet with the same care as we look after our guests and colleagues. Let’s Go Further Together.
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