Housekeeping Supervisor

4 weeks ago

Dubai, Dubai, United Arab Emirates MOVENPICK Full time

To provide service that is sincere, warm and enthusiastic, ensuring the residents' satisfaction.

  • To take the time to get to know the guest, and to be committed to service excellence.

Key Deliverables and Responsibilities

  • To allocate the outsourced cleaning team on a daily basis to ensure all public areas in the Residences are cleaned on a daily basis.
  • To review the Heartist schedule and annual leave plan to ensure the correct allocation of resources in order to improve owner/resident/guest satisfaction levels as well as Heartist productivity and satisfaction.

Operations:

  • To follow the grooming standards and check the grooming of the team.
  • To ensure the cleanliness of apartments are consistent with Standards and rooms are in line with hotel standards.
  • To inspect all Vacant Rooms, checkout rooms, and departures daily.
  • Ensure having rooms inspected "checked" for all late arrivals, overnight & early arrivals.
  • Coordinate with Front Office supervisors to have the arrival group rooming lists, then ensure all rooms are ready & inspected at least 2 hours prior to group arrivals.
  • To ensure submitting discrepancy report twice a day to Front Office Supervisors.
  • To monitor the team's performance and assist with training to improve standards as required.
  • Maintain a consistent focus on improving the overall flow of operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs.
  • To ensure consistent balance in allocating the housekeeping room attendants between Hotel rooms & Residences.
  • To lead and support Heartist in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate Heartist training activities.
  • Foster a winning, solution-oriented work environment, motivating and engaging Heartist to continuously deliver the best possible service and to provide feedback and suggestions.
  • To lead daily housekeeping briefings and monthly Heartist meetings.
  • To have a complete understanding of and to adhere to Accor policy relating to Fire, Hygiene, Health and Safety.
  • To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching, counselling, and performance management in conjunction with Human Resources.
  • Ensure the team work within the department with a sales-focused attitude and team are aware of sales opportunities within the residences which will assist with the maximization of revenue.
  • To attend Training Sessions and hold regular meetings with the team.
  • To report damages to the Executive Housekeeper and Engineering Coordinator.
  • To handle and resolve guest complaints whilst keeping the Executive Housekeeper and Front Office Supervisors informed.
  • Ensure self and the team use the Resident's and Guests name when greeting.
  • Ensures Residents/Guests and Team Members are communicated to in a polite and courteous manner at all times.
  • To give your full cooperation to all guests & residents, assisting in a prompt, caring and helpful manner.
  • Anticipate guests & residents needs wherever possible and react to these to enhance customer satisfaction and increase revenue.
  • Actively seek feedback from customers to ensure a reputation of consistency and quality is achieved.

Administration:

  • To write and update the policies and procedures, as well as cleaning checklists for Hotel & Residential component.
  • To manage the par level stock and usage of cleaning products and equipment.
  • Oversee the implementation of a training plan for all Housekeeping team and outsourced public area team members.
  • Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.
  • Prepare and conduct Heartist performance appraisals in collaboration with the Executive Housekeeper.

Generic Aspects on Hygiene / Personal Safety / Environment / Confidentiality:

  • Ensure proper care of all equipment and furniture entrusted for Heartists use.
  • Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
  • Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
  • Respects and ensures respect of the hotel's commitments to the "Environment Charter" of sustainability program (saving energy, recycling, sorting waste etc).
  • Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
  • Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
  • Does not disclose any financial information or any other information of the Accor Hotels.

Our Values

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group's success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust

Hospitality is a team sport, and we're stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

Qualifications

  • Previous Team Leader in Housekeeping in hotel operations will be an advantage.
  • Guest-focused personality is essential.
  • Prior experience with Opera or a related system.

Additional Information

  • Vibrant personality, professional and always presentable.
  • A positive 'can do' attitude and the ability to work within a team environment.
  • Should have worked in Front Desk as a Receptionist in a Hotel.
  • Fluency in English, additional languages are a plus e.g. Arabic / Chinese / German / French.
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