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.

DUTIES OF FLOOR SUPERVISOR

To liaise, co-ordinate and feedback information to/from office, guestrooms & other department.
To maintain:
Punctuality on floor, co-operation & teamwork, briefing of happenings, etc.
Neat appearance and courtesy of team member.
Supplies e.g. guest supplies, linen, mini bar, steam iron etc.
Responses and feedback necessary information to co-ordinate.
Standard of cleanliness, maintenance and upkeep on all public areas, pantry, guestrooms, systematically on your floor daily.
Security on floor, e.g. pantry doors locked.
To ensure proper usage of master key at all times.
To read and follow up on incidents in log books, reports of both shift, any instructions from office.
To delegate jobs to RA and follow up and feedback on both shifts.
To ensure prompt follow up and feedback on both shifts.
Occupancy status on your floor.
Loss and damage, Lost & Found items, slept out, light or no luggage, DND/Dl, sick guest, VIP, long staying guests, guest inquiry, complaints, compliments.
Report on strangers, strange guest behaviors request.
Any maintenance repairs to be done as soon as possible updates maintenance record.
Crash programs, delegation and update record.
Day and night turn down services are given efficiently according to shifts.
To ensure all VIP and suites room are set up and checked before check in.
To follow up on check in slips, tea service, and observed upgrade RA service.
To assist Housekeepers to observe, analyze and make improvements on staff performance.
To maintain inventories on guest supplies, operating equipment and linen.
To handle & follow up with Housekeepers on staff roster in charge of off day. e.g. annual leave request, etc.
To ensure pantry is clean before going off duty.
To work closely with timely communication, guidance & feedback.
To perform any necessity to set a GOOD EXAMPLE TO STAFF.

GENERAL ROUTINE WORK FOR A.M. SHIFT FLOOR SUPERVISOR

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.
2 Years of management or supervisory experience

Floor Supervisor @ Hilton Hotels

About this role

DUTIES OF FLOOR SUPERVISOR

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