Housekeeping Supervisor- InterContinental Boston

Job Overview:

Assist in managing the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.  Serve as Executive Housekeeper in his/her absence.

At InterContinental Hotels & Resorts^® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership
  of getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

• Assist in managing the day-to-day activities of the housekeeping department; opening and closing duties  schedule employees to ensure proper coverage. 

• Monitor performance and recommend/initiate disciplinary or other staffing/human resources-related actions in accordance with company rules and policies.  Alert management of potentially serious issues. 

• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their respective job duties.

• Schedule routine inspections of all guest rooms/suites and public areas to ensure furnishings, guest rooms, suites, equipment, housekeeping and food and beverage linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction.

• Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.      May assist in coordinating the special needs and requests of VIP, repeat guests and members of frequency program(s). 

• Assist in controlling expenses and minimizing waste in all areas of housekeeping.      Participate as needed in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.  Measures inventory and orders supplies.

• Conduct pre-shift meeting and review all information pertinent to the day’s activities.

• Assist in maintaining par levels for supplies and equipment.  Replenish shortages and other business supplies for daily business.

• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Front Office, Maintenance, and Food and Beverage. 

• Interact with outside contacts:

  • Guests – to ensure their total satisfaction

  • Vendors/Contractors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, sourcing of new products

  • Regulatory agencies – regarding safety and compliance matters, process improvement

  • Other contacts as needed (Professional organizations, community groups

• May be responsible for the security of lost and found items or coordinate the lost and found function with other departments.

• May assist with deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods.

• Attend weekly meetings (labor management, group resume meeting, may also be required to represent the housekeeping department on the health and safety committee 

• Weekly Scheduling of Housekeeping employees ensuring that staffing levels are appropriate and are in line with department budgets

• Monitor group resumes on behalf of the Housekeeping department to ensure group requests are met

• Perform desk opening duties and prepare daily room assignments

• Monitor payroll programs and prepare bi-weekly payroll closing reports

• May serve as “manager on duty” as required.

• Refer to attached additional job responsibilities and Health & Safety Job responsibilities.

• Assist with other duties as assigned. 

Education:

Minimum: High School Diploma or equivalent. Some college preferred

EXPERIENCE:

Two years housekeeping experience, preferably in a hotel of similar size and complexity, including one or more years of housekeeping supervisory experience.  must speak fluent English.  Other languages an asset.

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties such as vendors, agencies, etc. 

• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training 

• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.

• Problem solving, reasoning, motivating, organizational and training abilities are used often. 

• Required to work nights, weekends, and/or holidays.

PHYSICAL REQUIREMENTS:

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 100 pounds

• Frequently standing up and moving about the facility

• Frequently handling objects and equipment to maintain the facility

• Frequently bending, stooping, and kneeling

Hourly Rate: $37.20

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.