Housekeeping Supervisor

Filinvest Company: TIMBERLAND HIGHLANDS RESORT

POSITION SUMMARY:

In accordance with the policies, procedure and standards of Chroma Hospitality Inc. and Timberland Highlands Resort, Rizal, and under the direct supervision of the Assistant Executive Housekeeper, the Housekeeping Supervisor ensures that the cleanliness, orderliness and physical aesthetics of the area of assignment are maintained in accordance with established standards.

SCOPE AND RESPONSIBILITIES

• Establishes and communicates customer service objectives which support achievements of Timberland Resorts Mission and Vision.
• Monitors customer service levels and counsels
• Responding to customer requests.
• Determines customer delight level and needs by reviewing comment cards and talking to customers regularly.
• Provides staff with the skills training to be able to provide value added service to customers.
• Develops and implements strategies to achieve Employee Satisfaction Index goals.
• Creates a positive work environment for all employees.
• Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs and allowing these needs to be met.
• Orients and trains qualified employees.
• Conducts effective employee meetings and counseling sessions.
• Determines, communicates, and monitors achievement of standards of performance on a timely basis.
• Analyses customer feedback on quality and efficiency of service in the various housekeeping sections
• Coordinates with other departments regarding customer questionnaire analysis.
• Meets customers whenever possible.
• Practices maximum flexibility and creativity when dealing with special customers.
• Conducts selection interviews.
• Coordinates with the Human Resources Division on the process and guidelines.
• Recommends candidates for vacancies to the Director of Rooms based on interviews conducted
• Upfront, hands on, visible leadership.
• Provides positive feedback and reinforcement.
• Practices effective listening.
• Seeks out employees concerns and offers assistance.
• Logs specific incidents
• Sets time aside to offer advice.
• Implements consistently and fairly Resort discipline practices.
• Prepares monthly action plan.
• Prepares daily to-do list.
• Prepares Attendance Sheets.
• Prepares shift rosters
• Maintains absence statistics and does follow-up actions.
• Completes appraisal forms for all staff.
• Analyzes training needs and schedules training.
• Conducts probation period reviews
• Records critical incidents.
• Shares problems with team and discusses solutions.

QUALIFICATIONS:

• Oral and written proficiency in English
• Good understanding of local language / dialects
• Sense of humor
• Sensitive to guest and employees' needs
• Can be a positive role model
• Self-starter
• Goal-oriented
  
• Willing to work on extended duty hours