FILINVEST COMPANY: Crimson Resort and Spa Boracay
POSITION SUMMARY
In accordance with the policies, procedure and standards of Chroma Hospitality and Crimson Resort & Spa, Boracay, 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
1. MEETS AND EXCEEDS CUSTOMERS AND TEAM MEMBERS EXPECTATIONS
by providing "Only the BEST for our Guests!" service and teamwork
- Establishes and communicates customer service objectives which support achievements of Crimson's Mission and Vision.
- Monitors customer service levels and counsels employees with alternative methods of responding to customer requests.
- Ensures that employees receive the training necessary to provide "Only the BEST for our Guests!" service.
- Determines customer delight level and needs by reviewing comment cards and talking to customers regularly.
- Provides staff with skills training to be able to provide value-added service to customers.
- Performs other duties as required to provide "Only the BEST for our Guests!" service and teamwork.
2. LEADERSHIP
2.1. Meets and exceeds expectations of employees
by utilizing leadership skills and motivation techniques in order to maximize employee productivity and satisfaction of direct reports.
- 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.
3. CUSTOMER SATISFACTION
3.1 Monitors the level of customer satisfaction
- Analyses customer feedback on quality and efficiency of service in the various housekeeping sections
- Coordinates with other departments regarding customer questionnaire analysis
3.2 Exceeds customer satisfaction and maximizes return customers
- Meets customers whenever possible
- Practices maximum flexibility and creativity when dealing with special customers
4. HUMAN RESOURCES
4.1 Selection and interview of qualified employees for the department
- 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
4.2 Leads the team
- Upfront, hands-on, visible leadership
4.3 Motivates employees
- Provides positive feedback and reinforcement
- Practices effective listening
- Seeks out employees concerns and offers assistance
5. TRAINING
5.1 Orientation and induction of new employees
- Prepares and utilizes Induction Checklist
- Conducts on-the-job skills training
5.2 Annual Training Plan
- Assists in planning training activities to meet training needs
- Sets priorities and prepares monthly plans in coordination with Department Trainer
5.3 Conducts technical job knowledge training
- Utilizes Task Breakdowns; assists Department Trainer in preparation of Task Breakdowns
- Ensures that staff demonstrates technical skills; conducts technical training on a regular basis
- Updates staff on a regular basis
5.4 Succession Plan
- Ensures the successful implementation of the program in housekeeping department
- Recommends appropriate developmental programs
6 HOUSEKEEPING OPERATIONS
6.1 Quality assurance
- Coordinates other departments (e.g., Housekeeping, Valet) to fulfill their linen and garment needs and/or public areas (function rooms, restaurants/outlets, stairways, restrooms, elevators, lockers, heart-of-the-house, offices, parking, etc.) per established procedures as guided by established standards
- Records and notes down items that require repair and follow-up
- Submits recommendations for painting, repair, furnishing, relocation of equipment and space to the Executive Housekeeper for consideration
- Coordinates with Engineering on needed repairs/maintenance work and follows up on outstanding work orders as needed
- Follows up and re-checks areas which are not attended to within acceptable timeframe
- Checks on completion and quality of accomplished work
6.2 Resort cleaning schedules
- Ensures the implementation of cyclical cleaning schedules for area of assignment
- Coordinates cleaning schedules with areas concerned prior to date such that the process is maximized
6.3 Inventory and stock control
- Assists in conducting physical inventory of cleaning equipment and master keys, chemicals, gardening tools, maintenance
- Strictly adheres to control procedures in the usage of chemicals and supplies
- Assists in the development of new control procedures as needed
