Supervisor at One&Only Resorts

Job Summary

• Under the general direction of the Executive Housekeeper and the Senior/Junior Assistant Housekeepers, and within the limits of the hotel’s policies and procedures manage the entire Rooms and common area cleaning function.  This includes the service vision and concepts, oversees and directs all aspects of overall Housekeeping cleaning operations which includes guest rooms, public areas, laundry and back of house areas. This post requires the employee to work shifts which will vary according to operational demand.

Key Duties and Responsibilities

HOUSEKEEPING OPERATIONS

• To ensure the Market Metrix scores and One&Only standards are maintained on an on-going basis in order to ensure an annual average score in excess of 95%.
• Inspect guest rooms and public areas on a regular basis to ensure that the furnishing facilities and equipment are clean and in good repair and make recommendations for the upkeep of the same.
• To ensure The Contract Cleaning Company fulfill their obligations as described in the agreement between The Contract Cleaning Company and the One&Only Cape Town.
• To ensure that The One&Only fulfill their obligations as described in the agreement between The Contract Cleaning Company and the One&Only.
• Assist in monthly stock takes for all linen, operating supplies, operating equipment and amenities.
• Ensure the room attendants adhere to set out policies and procedures of The One&Only Cape Town..
• Ensure the room attendants are trained rior to performing their general duties.
• To ensure all arrival rooms are serviced before 14:00 and all occupied rooms are cleaned before 14:30.
• To ensure all bedrooms are turned down before 21:00.
• To ensure all bedrooms are checked according to set checklists for day time servicing.
• To ensure all Very Important Guest rooms are double checked and handed over to the Senior Assistant Housekeeper.
• To ensure Very Important Guest rooms are cleaned and checked in priority by supervisors.
• To ensure all room status are called through to the Coordinators.
• Drives continuous improvement and builds support for changes.
• Control housekeeping procedures that provide for the health and safety of personnel and guests, such as lost and found service, key control, security and emergency procedures.
• Ensure that all floral arrangements and decorations in rooms are of a very good standard.
• To ensure all maintenance issues are reported to the Maintenance department in good time.
• To ensure that any loses or damages to furniture and fittings or equipment are reported to the Executive Housekeeper/ Rooms Manager immediately.
• To ensure that any guest complaint is reported to all HOD’s concerned and ensure that the Resort Manager and the Rooms Manager is informed immediately according to the gravity of the situation.
• To ensure that changes in the Housekeeping function are adhered to as directed by the Executive Housekeeper and the Rooms Manager.
• Plan schedules for Special Cleaning (spring cleaning, windows, high windows, marble, sandstone areas, basement parking, and carpets etc.)

HOUSEKEEPING PERSONNEL

• Assists with co-ordination and preparation of staff rosters and leave schedule to ensure adequate coverage in all housekeeping areas according to occupancy.
• To ensure the maximization of the cleaning staff performance through the establishment of the Standard Operating criteria
• To identify training needs, especially room attendants, assist in the development of formal and informal training plans and implement training sessions on an on-going basis.
• To ensure than on-the-job training is done and recorded and maintained on an weekly basis.
• To maintain appropriate standards of conduct, uniform and appearance of housekeeping employees.
• To ensure that all staff matters relating to misconduct or incapacity are dealt with timeously and that the appropriate disciplinary action is taken if necessary.

HOUSEKEEPING ADMINISTRATION & FINANCE

• To prepare and produce all necessary project reports, as requested by the Executive Housekeeper, Senior Assistant Housekeeper.
• To ensure that administrative duties are completed correctly and submitted Daily, weekly and Monthly.
• Ensure with the store-keeper that we are keeping enough par stock of operating supplies such as bathroom amenities, umbrellas, small guest rooms’ furniture, fixtures and equipment, printing and stationary.

INTERPERSONAL RELATIONSHIPS

The requirements of this key result area will have been satisfactorily performed when:-

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
• Instructions from management are treated constructively and acted upon.

GUEST SATISFACTION

• Take initiative and make recommendations to continuously improve Guest Satisfaction.
• Investigate thoroughly any negative guest comments or complaints and implement necessary action to remediate.
• Furthermore, to ensure that you are familiar with the prescribed One&Only minimum standards and that subordinate staff are trained and monitored in their performance regarding these standards. These will include, but not be limited to, the prescribed standards relating to:
• Guest room conditions
• Guest room amenities and gifts
• Guest room service
• Turndown service
• Laundry and valet service
• Housekeeping and maintenance requests

GENERAL AND OTHER DUTIES

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks.  The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.