Supervise, train and inspect the performance of assigned Room Attendants, Turndown Attendants, Housepersons, Lobby Attendants, and Linen Runners, ensuring that all procedures are completed to the hotel's standards. Assist where necessary to ensure optimum service to guests.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- all hotel services/features and hours of operation.
- all guest room layouts, bed types, décor, appointments, amenities, locations, number/names.
- housekeeping services available for guests.
- available laundry/dry cleaning services and hours of operation.
- Verify room status on A.M. report; report discrepant rooms; prioritize and update status of checkout rooms.
- Ensure that assigned staff has reported to work; document any late or absent employees.
- Coordinate breaks for assigned staff.
- Review priority of assignments to staff & help prioritize room-cleaning list.
- Maintain accurate record of radios and ensure security of keys.
- Communicate additions or changes to the assignment sheets as they arise throughout the shift.
- Inspect supply levels of floor closets. Assign designated personnel to rectify any deficiencies.
- Check Room Attendant's carts for proper supplies, neatness, cleanliness and mechanical problems.
- Inspect rooms cleaned by assigned Room Attendants, using designated checklist. Directly contact Room Attendant and relay any deficiencies to be corrected.
- Update room status via the guest room phone, after approving cleanliness and condition in accordance with departmental standards.
- Check vacant rooms, verify status and update status of discrepant rooms throughout the shift.
- Check DND rooms and verify status.
- “Mark” dirty sheets of randomly selected assigned rooms and follow up to ensure Room Attendant's have changed bed sheets. Counsel Room Attendants on any discrepancies.
- Complete work orders for maintenance repairs and submit to Housekeeping Administrative Assistant. Contact Engineering directly for urgent repairs.
- Conduct training of staff as assigned.
- Provide feedback on staff performance to manager. Report disciplinary problems to manager and participate in the counseling of colleagues.
- Document pertinent information in department log book.
- Complete all paperwork and closing duties before leaving. Review status of assignments and any follow-up action with manager and/or on-coming supervisor.
- Assist in other areas of Housekeeping as assigned.