About this role
• To provide a comfortable stay to all guests – Personal touch
• Needs of guests are met and followed up without delay – serving guest with pleasant smile and make them “feel at home away home”.
• Ensures staff maintains guests and Hotel’s properties with sense of SAFETY, e.g. against fire, theft, maintenance safety, etc.
• Handles guest’s complaints and compliments with necessary guidance from Housekeeping.
• Prompt follow up on any laundry in guestroom before noon.
• Welfare of team member
• Provides proper training, handles grievances, holds meeting, problems solving, and ensures safety of team member.
• Motivation, co-operation, human relationship, courteous, recreation.
• Maintains and follow up on team member discipline, analyst team member performance, hotel’s policy, rules and regulations and creates positive thinking on team member.
• Upgrades and promotes R.A. service and abilities.
• To receive, act, ensure and maintain Housekeeper’s / Management’s policy, instructions, standards set and discipline on team member are followed up promptly.
• To liaise, co-ordinate and obtain guidance from Housekeeping to ensure proper communication between staff, office and other departments. “ACT AS A COMMUNICATION LINK” BETWEEN GUESTS, STAFF & MANAGEMENT.
• To conduct inventory and ensure sufficient supplies on floors.
• To do necessary inventories, e.g. mini bar, linen, and silver/china/glassware.
• To prepare necessary reports and follow up on in formation of floor movement, e.g.
• Slept out, no luggage
• Protects Hotel’s properties from being damaged, stolen or missing
• Checks on RA report, inspection checklist
• Checks on consumption report and mini bar stock
• L&F, loan items, etc.
• Crash programs
• To be informative – feedback information to Housekeepers.
• The following serves as a guideline for all A.M. shift Floor Supervisors of what they are expected to do during working hours.
• To sign in at 8:00am in uniform and check your floor assignments sheets.
• To sign your section master keys and distribute floor master key to R.A.
• To attend Housekeeping morning briefing, your Housekeeper will tell you if there is anything special.
• To go over the Housekeeping log Book to check if there is anything needed to be followed up.
• To proceed to your responsible floors.
• To check the grooming of the Room Attendants and their work sheets. Brief them if anything special for the day.
• To check if all occupied rooms have received newspapers that should have been distributed by early morning by Bell Attendants
• To inspect the cleanliness of linen store, pantry and cabinet, make linen requisition for today.
• To inspect all maid trolleys and cleaning equipment.
• To inspect the cleanliness of guest corridor, lift landings and service station.
• To check every room carefully and make your room status report.
• To send the room status report to the Housekeeping Office and attend the morning briefing around 10:00am.
• To collect the VIP set up if any and prepare the expected VIP rooms.
• To collect the guestroom supplies for the week for your responsible floors.
• To inspect and release vacant dirty rooms as soon as possible.
• To check all occupied VIP, suites and long staying rooms, and need spot check the occupied room, which have been done by R.A.
• To pay special attention to VIP rooms and suites.
• To collect floor master keys and work sheets from Room Attendants and make sure all the rooms have been cleaned.
• To go over your responsible area again before hand over the P.M. Supervisor.
• To hand over to P.M. Supervisor. Sign out at 4:45pm in uniform in Housekeeping. GENREAL ROUTINE WORK FOR P.M. SHIFT FLOOR SUPERVISOR
• The following serves as a guideline for all P.M. Supervisors of what they are expected to do during working hours.
• To sign in at 2:00pm in uniform and check your floor assignment and the Room Attendant assignment sheets.
• To assign the Room Attendants to each floor and rooms they need to clean.
• To attend the Housekeeping briefing, your Housekeeper will tell you if there is anything special for the evening.
• To proceed to your responsible floors and check the grooming of the Room Attendants.
• To take over from the A.M. shift supervisor and check if there is anything special for the evening.
• To relief coordinator’s duties during meal break if Housekeeping Secretary is off.
• To inspect the cleanliness of the public areas, staircase, corridor, pantry & storerooms.
• To schedule the dinnertime for your Room Attendants; patrol the floor during their dinnertime. Assure the safety of the guestrooms.
• To check the late check out rooms and inform Housekeeping office. Don’t forget to make up the check-out rooms as soon as possible.
• To supervise turn down service. Spot-check at least TWO rooms per R.A. which have been serviced. Make sure all bathrooms must be completely cleaned again if used. The towels and supplies are replaced
• To make your Room Status Report and send to it Housekeeping office at 11:00pm.
• To patrol the public area, pantry, linen chute and storeroom to make sure they have been tidied up and all the doors are locked before going off duty.
• To collect Room Attendant’s master keys and work sheets.
• To make sure that all Lost & Found items are turned in from Room Attendants.
• To go over your responsible area again before hand over to overnight shift.
• To sign out at 11:30pm in uniform; turn in all keys, work sheets and all Lost & Found items.
• Min. 2 years experiences in HK leading role.