Senior Housekeeping Supervisor

Raffles is a brand among the Accor group. In most of its locations, Raffles has a long history of making the most of major landmarks, embedded in the local heritage of each country. Raffles Hotels create a well-balanced bridge between local communities, heritage, and the environment. Through the Raffles brands, the historical buildings enjoy a new life thanks to renovations that helped create refreshed luxurious accommodations that benefit from a better sustainable performance thanks to their new eco-design. These sensitive, high-quality, and sustainable repairs and enhancements are provided by the brand in areas of high historic significance.

Senior Housekeeping Supervisor

SUMMARY OF POSITION

• To check & service the guest rooms and public area keeping the guest rooms and housekeeping stores to the standard of defined in Housekeeping SOP manual.
• To perform duties in the guest rooms, public area and laundry.

COMMUNICATION

Internal:         

Communicate with Executive Housekeeper and the team regarding the operation issues and give feedbacks of the colleagues’ performance and productivity. Also liaise with other departments for smooth operation.

SCOPE

• Reports for duty punctually wearing the correct uniform and name badge at all times.
• Preparing the room attendant task list
• Checking the key register against signature and room report before and after returns them at began & end of each shift.
• Attends the morning and evening briefing at the beginning of each shift.
• Checks assigned rooms thoroughly as per RAFFLES Standard-LQA Standard, making the necessary arrangement in guest rooms and replenishing of linen and guest supplies are done.
• Inspects all facilities, furniture and fixtures and report any damage to the immediate superior for action and follow-up till it is done and maintain the record.
• Check all linen at the usage, mishandling and condition; highlight all findings in the department briefing.
• Informs Assistant HK Manager/Executive Housekeeper if any missing items, damages or unusual behaviors.
• Attends to the guest’s requests and queries courteously and promptly in the course of duty or emergency cases.
• Maintains and arranges deep cleaning and PMP in guest rooms as per occupancy level.
• Check housekeeping all the equipment in its proper condition and keep them well clean and arrange.
• Present and active in the training sessions provided by the hotel and conduct training sessions for colleagues.
• Understands and adheres to all fire and safety procedures.

• Checks assigned areas thoroughly, making the necessary arrangement, replenish linen and guest supplies.
• Liaises with Front Office to make sure that rooms requested are ready for the guests prior to their arrival.
• Liaises with the engineering department the room’s maintenance program ensuring the number of  room are given daily for checking and remedial maintenance.
• Pays particular attention to busy areas such as guest inside and outside, entrance doors, pool, beach set ups, walkways and room garden areas.
• Get disposes of garbage from all guest villas and public areas had been removed on twice daily (morning and evening service) basis.
• Ensure all special requests are attended quickly and carefully.
• Actively Participates in monthly, weekly or daily chemical, guest supplies and linen inventories.
• Participates in the multi-skilling philosophy of the department.
• Is aware of the company’s Policy, Vision, Mission Statement, and Hallmarks and ensuring that these are put into practice in our daily work activities.
• Is aware of and understands the Department Performance Plan.
• Archive the departmental goal and targets.
• Follow up RAFFLES Operational Standards and LQA standard throughout the service sequence.
• Respect and follow INHOUSE policies and procedures at all times.
• Lead by example at all times.
• Make duty rosters for the team.
• Plan weekly days off and other leaves for colleagues.
• Inspect colleague’s personal hygiene and grooming standards before shift starts. 

Summary of Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:   

• Strictly implement Rooms department Standard Operation Procedures and regulations in the resort without prejudice.

• Assignment tasks for individual villa attendants as per operational demands with equal workloads based on priority and urgency.
• Ensure that our Accor Hotel’s values are being practiced/demonstrated in our daily interactions with our colleagues and external guests.
• Responsible to conduct training for all colleagues in the team and especially for new colleague’s department orientation, SOP trainings and all arrange all other necessary trainings.
• Ensure to keep professional and amicable interactions with all the departments in the resort and to each individual regardless of their job levels.
• Ensure that all maintenance issues raised daily (work orders) and liaise with engineering team to make sure the requested jobs are attended put the resort standard.
• Ensure to keep a tracking sheet of all reported maintenance issues and update the history of the maintenance request for each individual villa.   
• Follow-up any pending maintenance issues from engineering department not exceeding a day.
• Communicate with Executive Housekeeper and Front Office team regarding the status of the villas at all times.
• Each and every occupied room should be inspecting at every service.
• Ensure the cleanliness of guest villas and public areas are uttermost important and this is 100% responsibility of housekeeping team.
• Understand daily movements, schedule tasks, events and special requests.

• Understand the operational demands, urgencies and priorities while leading the team at work.
• Update reports and inventories (daily, weekly and monthly) and summit reports on time.
• Liaise with learning and development manager for monthly training plan and training activities.
• Arrange team building actives and events for the team and actively participate.
• Make fair and firm decision with all colleagues in the team.
• Maintain quality and the standard of the housekeeping service at all time without compromising.
• Maintain amenities and gift items minimum stock level and report it to Assistant Housekeeping Manager and Executive Housekeeper.
• Maintain daily reports and assign tasks for villa attendants.
• Ensure guest requests and preferences are attended without delay.

Qualifications:

• Minimum of 3-4 years of previous experience in Luxury hotel and facilities services of comparable size, scale and nature or Diploma in Hospitality Management.
• Previous experience working in remote island highly preferred
• Strong ability to set priorities, balance competing priorities, and multi-task.
• Fluent in English language.
• Strong interpersonal and communication skills.
• Strong customer service orientation.
• Previous role in multicultural environment
• Experienced in Fire & Life safety systems

Competencies

• Good interpersonal skills with ability to communicate with all levels of colleagues.
• Service oriented with an eye for details.
• Multicultural awareness and able to work and thrive within a culturally diverse environment.
• Good presentation and influencing skills.
• Flexible and able to embrace and respond to change effectively.
• Ability to work independently and has good initiative under dynamic environment.
• Self-motivated and energetic.
• Leads to constantly improve the guest and colleague service experience.
• Leadership skills required – collaborative, enabling, and entrepreneurial.
• Demonstrates sophistication, humbleness, personality, charisma, confidence, professional etiquette and competencies.

Why work for Accor?
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