Housekeeping Supervisor - The London EDITION

Communication

• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and coworkers using clear, appropriate, and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Assists Management

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions, and provide input on possible improvements.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Assist management in establishing and communicating goals, performance expectations, timetables, and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in counseling hourly employees on work-related concerns and issues to ensure satisfaction and productivity.

Working with Others

• Support all coworkers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
• Enter and locate work-related information using computers and/or point of sale systems.

Housekeeping Protocol

• Identify and report preventative or other maintenance issues in public areas or guest rooms.
• Contact Engineering, At Your Service (AYS), or Housekeeping office directly for urgent repairs.
• Respond promptly to requests from guests, Front Desk, or At Your Service requests.
• Identify room assignments and type of cleaning required for each room based on codes listed on assignment sheets/workboards.
• Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
• Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
• Use checklists to ensure that cleanliness and condition of each assigned area meets designated standards.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
• Complete incident reports for any incidents or accidents that occur during shift.

Guest Rooms, Villas, and Suites

• Enter guest rooms following procedures for gaining access, such as knocking three times, saying “Housekeeping,” and ensuring vacancy before entering.
• Report missing hotel/resort property and damages to room to manager/supervisor.

Housekeeping Quality Control

• Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards are met.
• Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices, and service areas after being cleaned by Housekeeper to ensure quality standards are met.

Housekeeping Coordination

• Verify room status listed on report, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms.
• Check and resolve issues with discrepant rooms with the Front Desk (e.g., guest was scheduled to check-out but bags were found in the room).
• Assist Housekeeping management in managing daily activities of Housekeeping and Laundry.
• Communicate additions or changes to the assignment sheets to Housekeeping staff as they arise throughout the shift.
• Run reports to determine how many rooms are sold for each day, including the number of arrivals, departures, and vacant ready rooms.
• Prepare and distribute assignment sheets/workboards to Housekeeping staff.
• Close out house at the end of shift to ensure assigned rooms were cleaned, and communicate issues to next shift.

CRITICAL COMPETENCIES

Analytical Skills

• Decision-Making
• Problem Solving
• Computer Skills

Interpersonal Skills

• Customer Service Orientation
• Teamwork
• Diversity Relations
• Interpersonal Skills

Communications

• Listening
• Communication
• English Language Proficiency

Personal Attributes

• Dependability
• Integrity
• Positive Demeanor
• Safety Orientation
• Presentation
• Stress Tolerance
• Adaptability/Flexibility
• Initiative

Organization

• Time Management
• Detail Orientation
• Multi-Tasking
• Planning and Organizing

Physical Abilities

• Visual Acuity

Assists Management

• Resolving Conflict
• Delegating and Directing
• Coaching and Developing
• Team Building
• Performance Management

PREFERRED QUALIFICATIONS

Education: High school diploma/G.E.D. equivalent

Related Work Experience: At least 1 year of related work experience

Supervisory Experience: At least 1 year of supervisory experience

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed