Housekeeping Supervisor

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PRIMARY OBJECTIVE OF POSITION:

Oversee successful workflow of Room Attendant and Housepersons teams on guest floors with exceptional cleanliness, thoughtful service and extraordinary attention to details in mind. Ensure smooth running of housekeeping operations by preparing and coordinating daily tasks including room assignment, running reports, monitoring guest and colleague requests and maintaining constant and close communication between colleagues within and outside the Housekeeping Team. Assist management to achieve departmental and hotel goals, Train and lead housekeeping colleagues, inspect rooms ensuring all Forbes and Brand standards are met consistently, assist hotel guests ensuring execution of the tasks and follow through. Build strong relationships with other departmental teams.

RESPONSIBILITIES AND JOB DUTIES:

• Prepare HotSOS devices and room assignments for AM and PM Room Attendant and task assignments for AM and PM housepersons;
• Review staffing for upcoming shifts and days. Expediently communicate any coverage needs or overages based on business levels to Housekeeping Management;
• Coordinate and inspect the work of a team of Room Attendants and Housepersons in a specific area of the hotel;
• Inspect all rooms assigned for cleaning to Room Attendants on a given day, vacant rooms reported clean from the night before, pick up rooms to ensure FORBES and Langham standards are consistently met or exceeded;
• Monitor progress of guest room cleaning throughout shift in both HotSOS and Opera PMS. Ensure all vacant rooms are cleaned by or prior the necessary time by managing room assignments, communicating rush/queue requests to the team on guest floors, receiving requests for late checkouts and assigning rooms for cleaning according to guests’ departure times
• When cleaning standards are missed, bring colleague back to rectify the issues prior to releasing the rooms for arrival;
• Train and coach Room Attendants and Housepersons;
• Regularly pre-inspect departed rooms prior to cleaning to identify maintenance and cleanliness issues requiring attention (e.g., repairs, carpet stains, etc.);
• Ensure at start of each shift that Room Attendants and Housepersons have linen, supplies, tools and equipment to carry out their duties;
• Assign projects and tasks to Housepersons; monitor their progress; check on completion of each task;
• Prepare show/site rooms;
• Prioritize rooms cleaning to be ready on or before advertised arrival time;
• Act as a liaison between Housekeeping, Engineering, Front Office and Laundry teams to prioritize preparation of arrival rooms, clearing room discrepancies and determining the status of rooms;
• Coordinate the completion of work orders and service requests in a specific area of the hotel;
• Check and maintain cleanliness of guest corridors, stairwells, elevators and linen/storage closets;
• When working as Coordinator, ensure timely, accurate and mindful room assignment 
• Verify accuracy of room status and correct any discrepancies prior to end of shift. Hand over any pertinent information (late service requests, extended stays, late check out requests, DND, refused service, etc.) to PM shift supervisor/manager;
• Provide service with poise. Greet all guests on guest room floors with a smile and according to Langham and FORBES service standards;
• Maintain proper and safe usage of cleaning chemicals and solutions. Follow departmental procedures for reporting hazardous materials or conditions;
• Follow all safety and sanitation policies and Connect Sustainability procedures.
• Report any suspicious persons, activities or items to Housekeeping Managers or Security team;
• Report any maintenance/upkeep deficiencies;
• Report all lost and found items to the appropriate department;
• Properly and safely utilize the assigned master keys;
• Properly and safely use all assigned tools, equipment and uniforms;
• Carry out other duties and tasks as assigned by Supervisor/manager.

PHYSICAL DEMANDS:

• Physical activities include kneeling, bending, lifting, stretching;
• Must be able to move objects weighing up to 50 pounds.

SPECIAL SKILLS REQUIRED:

• Must be able to speak/read/write English to interact with guests and co-workers as to understand, communicate and accommodate needs and requests;
• Computer skills - experience with MS Word, MS Excel and Opera PMS is preferred;
• A great attitude and a strong eye for detail is required, with ability to work weekends/holidays.

EDUCATION/ EXPERIENCE /LICENSES OR CERTIFICATES / REQUIRED:

• Working knowledge of hotel/resort housekeeping operations;
• Prior experience at 4-5-star hotel/resort is preferred;
• High school diploma preferred.
• Any combination of education, training or experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.