Supervisor-Housekeeping - Miami, United States - Trump Miami Resort Management LLC

Description

Job Description

POSITION PURPOSE:

Responsibilities include supervising, training and inspecting the performance of assigned Room Attendants, Turndown Attendants, and Housemen, ensuring that all procedures are completed to the Trump National Doral Miami standards.

EXAMPLES OF DUTIES:

ESSENTIAL FUNCTIONS:

• Ensure customer satisfaction from arrival to departure in accordance to standards and procedures manual.
• Promote and recognize opportunities to provide guest service above and beyond all expectation
• Monitor correct handling of all guest requests
• Ensure that cleanliness and service standards are maintained in all areas of responsibility.
• Work closely with the engineering department by reporting all work orders as soon as possible
• Monitor and maintain a safe environment for all employees
• Provide daily updates to the Director of Housekeeping on progress and status of each area of responsibility
• Complete all required forms (room status, discrepancy, late check outs, employee competencies and reviews, lateness and absenteeism daily
• Maintain correct inventories of all OS&E items
• Complete all special projects in a timely manner
• Be an active team player with a hands-on approach when manpower is in shortage
• Ensure all equipment and cleaning supplies are used correctly and in accordance with safety and security standards to guarantee employee safety
• Inspect all late check outs, VIP turndown and random turn downs nightly on PM shift
• Assist Director of Housekeeping in all employee motivational and training programs
• Train employees in maintaining clean, organized and properly stocked work areas and equipment
• Train employees to be perfectly groomed at all times
• Train and monitor room attendants daily to ensure that standards of service and cleanliness are understood and followed
• Communicate accurate information actively and in a timely manner to all colleagues
• Give feedback to employees in a positive and encouraging manner in order to maintain an overall high performance.
• Recognize and report all missing, damaged or sub-standard fixtures and equipment
• Inspect all assigned guestrooms, both occupied and vacant. Ensure all general cleaning, preparation for VIP's early arrivals and special cleaning requests are done on time and according to standard
• Ensure all items are in place in guestrooms
• Monitor and maintain perfect cleanliness in all public areas responsible
• Monitor and maintain all back of the house areas
• Use correct cleaning chemicals for designated surfaces according to OSHA regulations.
• Assign all rooms needed to be serviced to the room attendant under direct supervision; assign the hallways, and stairwells, to the house person under direct supervision; and monitor special projects when applicable.
• Inspect linen and linen closets, ice machines, hallways, elevators, and stairwells on a daily basis and ensure linen closets are locked and secure while not in use.
• Assist the housekeeping manager in holding Daily Meetings (Trump Talk) for staff.
• Assist with administering disciplinary action, as needed, either verbal or written warning.
• Reinforce training of all newly hired employees according to company policy and procedures.
• Report and document (written and photos) of damages to guest rooms, corridors, or equipment to housekeeping dispatcher.
• Respond to guest comments, requests, and complaints and keep management apprised of outcome.
• Inspect rooms, completed report turned in to housekeeping dispatcher and /or load into automated property management systems. Verify status reports; and check DND rooms.
• Monitor lost and found program.
• Participate in monthly inventory and ordering monthly supplies.
• Approve and perform room's inspection before it returns to inventory.
• Responsible for performing daily room attendant inspections, and housemen.
• Ensure cleanliness standards throughout the hotel are in line with Trump National Doral Miami standards.

OTHER:

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

Regular attendance in conformance with the standards, which may be established by Trump National Doral Miami from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the industry that we are in, a need will occur for each associate to provide "Lateral Service". Our goal is to ensure that we are maximizing customer satisfaction and as a result there will be times when our associates in the Operation will call upon us for support in order to ensure customer satisfaction occurs. When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Provide customer service to guests (internally/externally), including information about hotel services, activities, and local attractions.
• Promote associate loyalty and empowerment.
• Communicate and coordinate with housekeeping dispatchers the repair and maintenance engineering programs as related to guestrooms and public areas.
• Monthly linen inventory

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to communicate orally and verbally in English with staff and outside entities. Certain positions will require the ability to read and write in English as well.
• Read, write and speak English fluently. Knowledge of other languages, especially Spanish is a plus.
• Knowledge of inventories, scheduling and productivity.
• High school math level required.
• Ability to communicate effectively with the public and other associates verbally and in written form.
• Ability to understand commands, questions, and instructions from managers and co-workers.
• Ability to inspect up to 96 rooms per day.
• Ability to clean rooms, when needed.
• Physically able to move and / or operate large objects, such as: maid's carts, suite furniture, large carts of linen, vacuum cleaners and boxes of inventory.
• Ability to follow and enforce all hotel standards, including safety procedures/standards and able to recognize and act in emergency situations.
• Ability to navigate through various computer applications.
• Ability to communicate using a telephone, radio, and iPod device.

PHYSICAL REQUIREMENTS:

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours;

Constant – 6-8 hours

Physical Activity Frequency

Sitting Occasional

Standing / Walking Frequent

Climbing stairs Frequent

Crouching/Bending/Stooping Occasional

Reaching Occasional

Grasping Frequent

Pushing/Pulling up to 80+ Occasional

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Frequent

Smell Frequent

Lifting/Carrying(# lbs) -Up to 50 lbs Occasional

Travel Rare

OTHER DUTIES:

Assimilate into Trump National Doral Miami Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones. Demonstrate working knowledge of the service standards.

SAFETY REQUIREMENTS:

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:

• Latex and / or rubber gloves
• Closed toe and heel shoes
• Safety glasses

Associates will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

QUALIFICATION STANDARDS:

EDUCATION

High School graduate or equivalent preferred

EXPERIENCE

1-2 years as Housekeeping Supervisor with experience in hotel preferred.

4 or more years of hotel housekeeping experience.

LICENSES OR CERTIFICATES

Special licenses or certificates are not required but considered a plus.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance as specified in hotel (specific) standards.