Floor Supervisor

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Scope and Objectives

The Supervisor - Rooms is responsible for maintaining Raffles & Fairmont standards and the cleanliness in all suites, rooms and adjoining public areas, back of the house areas, and service areas. He / She manage the day to day operation in providing supervision, direction and leadership where necessary and to monitor efficient and optimum levels of service standards. The Supervisor – Rooms act and behave with Guest's perspective in mind and perform all duties in accordance with Raffles & Fairmont Doha policies to carry out the mission of the Housekeeping Department as well as the company values & vision.

Primary Responsibility

• Adhere to the established standards of conduct and house rules, fire regulations and department procedures and policies.
• Report to shift on time in issued uniform in a clean, neat and tidy appearance at all times.
• Consistently offer professional, friendly and engaging service.
• Lead and supervise the room attendant to perform the day-to-day operation of the department to ensure service standards are followed.
• Ensure guest room cleanliness and services as per department approved standards and Forbes 5-star standards.
• Provide courteous services to guests and respond promptly to guest enquires, complaints and requests, logging and notifying the proper areas and inform respective Managers promptly for any unusual activities.
• Participate & dispense when applicable daily briefing, daily warm up and department meetings.
• Ensure Room Attendants are informed daily about priorities in their section; Ensure Room Attendants are correctly informed on hotel information, standards and instructions.
• Is responsible for Issuing and collecting master keys and communication devices to guestroom attendants.
• Record attendance of floor team members and take the necessary action.
• Check all VIP rooms prior to arrival according to department & Forbes 5-star standards.
• Check physically all Front of House and Back of House such as corridor, lift landing, back stairs and take corrective action promptly if discrepancies are located.
• Inspect all occupied rooms and vacant rooms upon or before completion to ensure cleanliness and standards met.
• Ensure all departure rooms are checked and released promptly for re-let.
• Release all inspected vacant-clean rooms promptly.
• Perform daily scoring inspection and participate to appraisal process of the member place under his supervision.
• Check daily out of order room and up-date status of work.
• Monitor Room Attendants work progress of daily assignment.
• Spot check Room Attendants and ensure that proper cleaning procedures and steps are taken at all times.
• Follow up on all guest requests and provide prompt service with minimum delay.
• Supervise all special projects, i.e. mattress turning, renovations, general cleaning, etc.
• Raised work order for any repair maintenance required on the floor, public area, back of the house areas, and service areas. Report and Escalate to respective manager promptly when repairs are delayed.
• Check room attendant carts to ensure they are stacked adequately and neatly.
• Check and report all soiled drapes, carpets, furniture and other special housekeeping cleaning needs to respective manager.
• Ensure linen supplies are adequately stocked on the linen shelves at pantries.
• Control adequate storage of supplies to prevent theft, loss, spoilage and damage. Conduct periodical inventory as directed and required by respective manager.
• Report unusual activities to managers promptly.
• Submit room status reports to coordinators on time.
• Promote a work environment where employees feel valued, appreciated, involved and safe.
• Ensure team member uniform is clean and tidy and personal hygiene and grooming are maintained at all times.
• Attend training sessions and provide on the job training to subordinates as scheduled & according to need. Evaluate staff performance for training need.
• Lead by example. Follow departmental policies and procedures.
• Lead by example. Work in compliance with FLHSS standard to avoid health and safety hazards and injury and report anomalies.
• Participate in hotel recycling program and encourage team members to reduce, re-use and recycle wherever possible and appropriate.
• Complete assigned task and reports to respective managers.
• Perform any other duties and responsibilities as assigned by the Managers.

Required experience/skills/years in this role

• Minimum of 2-year experience in a supervisory capacity in a hotel Housekeeping environment
• Good knowledge in Microsoft Office.
• Experience with Hotel Property Management System.
• Good business practice.
• Excellent people management knowledge.
• Professional appearance and etiquette. (Direct contact with Guests)
• Ability to function well as part of a team.
• Able to multitask and work in a fast-paced environment.
• Able to convey information and ideas clearly.
• Management skills required and basic account skills required.
• Organizational, supervisory and communication skills.
• Knowledge and experience in maintaining material, fabric and flooring.
• Knowledge and experience of chemicals usage.
• Able to interact with guest respectfully, naturally and efficiently.
• Aware of FLHSS standards, diligent attention to safety.
• Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness ad work well with limited supervision
• Customer focus: Is dedicated to meeting expectation and all requirements for both external and internal guests. Act with customers in mind.
• Decision making: Based on analysis, experience and judgment to look for accurate solutions and inform superiors.
• Priorities setting: Focus on important issues. Create focus.
• Measuring: Set and assign clear goals and measure progress and results consistently.
• Process management: Figure out and simplify processes, work flows, to get things done. Get more out fewer resources.
• Ethic Values: Get things done quietly. Set company core values and is reliable during good and tough time. Is widely trusted. Admit flaws.
• Quick learner: Open to changes, analyses successes and failures. Seek for solutions and improvement. Enjoy challenges. Deal well with ambiguity and uncertainty.
• Self-Development Is personally committed to and actively works to improve him/her. Understand that different situations call for different skills and approaches; work to deploy strengths and work on compensating for weakness and limits. Pick up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.
• Composure Is cool under pressure and do not become defensive or irritated when under pressure. Able to set influence in a crisis.
• Directing Others Is good at establishing clear directions and set stretching goals; distributes the workload appropriately and fairly.
• Organizing Can marshal resources (people, material, support and time) to get things done. Is able to orchestrate multiple activities at once to accomplish a goal. Use resources and time effectively and efficiently.
• Problem Solving Probe all fruitful sources for answers. Can see hidden problems. Look beyond the obvious and do not stop at the first answer.