Housekeeping Supervisor

POSITION: Housekeeping Supervisor

LEVEL: Supervisor

DEPARTMENT: Housekeeping

Wind Creek Aruba Purpose:

Our genuine engagement and positive energy provide Guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Wind Creek Aruba Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized for inspiring fairness, creating higher levels of personal accountability and focus on our Guests. The resulting creation of wealth will grow opportunities for all.

Purpose of the department:

The purpose of the housekeeping department is to ensure that the hotel is clean, well-maintained, and comfortable for guests. The housekeeping department is responsible for cleaning and maintaining guest rooms, common areas, and back-of-house areas such as staff rooms and storage areas. The housekeeping department plays a crucial role in ensuring that the hotel meets or exceeds guest expectations for cleanliness and service, which can impact guest satisfaction and the hotel's reputation and profitability. The department works closely with other hotel departments such as front desk, maintenance, and food and beverage to ensure that guest needs are met and that the hotel operates smoothly and efficiently.

Reporting line:

Assistant Executive Housekeeper

Job Profile:

The Housekeeping Supervisor at Renaissance Resort is responsible for supervising and managing the housekeeping staff, ensuring that hotel rooms and common areas are clean and well-maintained, and providing excellent customer service to guests.

Education, technical knowledge and skills:

• High school diploma or equivalent required; bachelor’s degree in hospitality management or related field preferred.
• Minimum of two years of experience in housekeeping or related field, with at least one year of supervisory experience.
• Knowledge of cleaning techniques, cleaning equipment, and safety procedures.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to work a flexible schedule, including weekends and holidays.
• Ensure compliance with all housekeeping policies, brand standards and procedures.
• Proficiency in Microsoft Office and other relevant software applications.
• Establish goals and objectives for all areas of responsibility.
• Direct team to strive for continuous improvement in all areas of responsibility.

Team Member - General Competencies/ Personality Profile:

The ideal Housekeeping Supervisor should be highly organized, detail-oriented, and have excellent communication and interpersonal skills. They should be able to work well under pressure and in a fast-paced environment. They should be able to make quick decisions and solve problems effectively. They should be able to prioritize tasks and manage their time efficiently. They should be able to work independently and as part of a team.

They should be able to lead and motivate housekeeping team members. They should possess a strong work ethic, be reliable, and have a positive attitude.

The Housekeeping Supervisor should have a strong commitment to providing exceptional guest service and ensuring that guest rooms are clean, well-maintained, and ready for occupancy.

Below are some of the key personality traits that are essential for success in this role:

Customer focused: The Housekeeping Supervisor at Renaissance must have a strong customer-focused attitude and a commitment to providing excellent service to guests. This person should be able to anticipate guest needs and respond promptly and professionally to complaints and requests for additional services or amenities.

Detail-oriented: Housekeeping Supervisor at Renaissance must have a keen eye for detail and be able to identify even the smallest issues or areas that require attention. This person should be able to Identify efficiency opportunities thorough reports, emails and additional communication channels.

Leadership skills: Housekeeping Supervisor at Renaissance must have strong leadership skills and be able to motivate and inspire housekeeping team to perform at their best. This person should be able to set clear expectations, provide feedback and recognition, and create a positive work environment.

Communication skills: Housekeeping Supervisor at Renaissance must have excellent communication skills, including the ability to communicate effectively with housekeeping staff, hotel management, and guests. This person should be able to listen actively, communicate clearly and concisely, and tailor communication to different audiences.

Flexibility: Housekeeping Supervisor at Renaissance must be able to work a flexible schedule, including weekends and holidays, and be able to adapt to changing circumstances and priorities.

Problem-solving skills: Housekeeping Supervisor at Renaissance must have strong problem-solving skills and be able to identify and solve issues effectively. This person should be able to gather and analyze information, generate and evaluate alternative solutions, and implement and monitor solutions.

Organizational skills: Housekeeping Supervisor at Renaissance must have strong organizational and time management skills, including the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.

Positive attitude: Housekeeping Supervisor at Renaissance must maintain a professional and positive attitude towards guests and staff at all times, and promote a culture of teamwork, respect, and excellence within the housekeeping department. This person should be able to build and maintain strong relationships with colleagues and stakeholders.

Leadership Competencies:

Communication: The ability to communicate effectively with the housekeeping team, hotel management, and guests, including active listening, clear and concise verbal and written communication, and the ability to tailor communication to different audiences.

Motivation: The ability to motivate and inspire housekeeping team to perform at their best, including setting clear expectations, providing feedback and recognition, and creating a positive work environment.

Delegation: The ability to delegate tasks effectively, including identifying the right person for the task, providing clear instructions, and monitoring progress and results.

Decision Making: The ability to make timely and effective decisions, including gathering and analyzing information, considering the impact of decisions on stakeholders, and balancing competing priorities and constraints.

Problem Solving: The ability to identify and solve problems effectively, including gathering and analyzing information, generating and evaluating alternative solutions, and implementing and monitoring solutions.

Coaching and Development: The ability to coach and develop housekeeping team, including providing feedback and support, identifying areas for improvement, and providing training and development opportunities.

Team Building: The ability to build and maintain a strong and cohesive team, including fostering trust and collaboration, promoting diversity and inclusion, and creating a positive team culture.

Adaptability: The ability to adapt to changing circumstances and priorities, including being flexible and open-minded, anticipating and planning for contingencies, and learning from experience.

Strategic Thinking: The ability to think strategically and align housekeeping goals and activities with the overall goals and strategies of the hotel, including understanding the competitive landscape, identifying opportunities for improvement, and anticipating future trends and challenges.

Customer Focus: The ability to focus on the needs and expectations of guests, including understanding and anticipating their needs, providing high-quality service, and resolving issues promptly and effectively.

Core Work Activities (Leaders):

1. Day to Day Operations

• Supervising and managing housekeeping team, including assigning tasks, monitoring performance, and providing feedback and coaching as needed.
• Ensure that hotel rooms and common areas are cleaned, prepared and prioritized for guests arrival and departure based upon Elite and VIP status etc.
• Ensure that housekeeping staff are following all safety procedures and using proper cleaning techniques and equipment.
• Maintain inventory of cleaning supplies and equipment and request supplies as needed. (allowing time for ordering process)
• Maintaining records of housekeeping activities and preparing reports including but not limited to housekeeping status, guest requests, traces and
• Review sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms.
• Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in room assignments. Communicate issues to next shift. Complete required paperwork.
• Enter and locate work-related information using computers and/or Marriott applications including MGS and GXP. Read and visually verify information in a variety of formats (e.g., small print).
• Collaborate with other hotel departments such as front desk, maintenance, and food and beverage to ensure that guest needs are met and that the hotel operates smoothly and efficiently.
• Move, lift, carry, and place objects weighing less than or equal to 25 pounds without assistance and in excess of 25 pounds with assistance.
• Ability to stand for extended periods.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Stand, sit, kneel, or walk for an extended period across an entire work shift.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

1. Leading Team

• Assist Housekeeping management in managing daily activities.
• Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.

1. Customer Service

• Maintain a professional and positive attitude towards guests and staff at all times, and promote a culture of teamwork, respect, and excellence within the housekeeping department.
• Welcome and acknowledge all guests according to Renaissance standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Respond promptly and professionally to guest complaints and requests for additional services or amenities.

1. Managing and Conducting HR Activities

• Training new housekeeping team members and provide ongoing training and development opportunities for existing team members.
• Conduct regular training sessions for housekeeping team to ensure that they are up-to-date on cleaning techniques and customer service standards.
• Review and update housekeeping policies and procedures as needed to ensure that they are effective, efficient and guest focused.
• Assist Housekeeping management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees.
• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

1. Additional Responsibilities

• Assist the Executive Housekeeper with the preparation and management of the housekeeping budget and supplies.
• Represent Housekeeping Leadership at in person and virtual meetings.
• Perform other duties as assigned by the Executive Housekeeper or Resort Management.