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Floor Supervisor - London

Employer
Holiday Inn Kensington High Street
Location
Kensington, London
Salary
£9.50 per hour
Closing date
9 Oct 2019

Job Details

Floor Supervisor - Holiday Inn Kensington

Job overview

The Housekeeping department is key to ensuring that the guest feels secure, safe in knowledge that their room is treated with care, preparations for the guest arrivals in done correctly and in time. As a floor supervisor in our Housekeeping team, you will be motivating room attendants, linen porter’s day and night to achieve the highest standards of cleanliness and service the rooms, corridors and public areas. As well as creating an atmosphere of hospitality, you must be able to motivate the housekeepers to always be welcoming to guests and to attend to any of their requests. To do this job well, you’ll be a details person; someone who walks into a room and takes a second to spot a curtain that needs straightening or a bedsheet that needs smoothing.

You will maintain a key control during the shift that you supervise and ensure that rooms can be back in the system once they have been thoroughly inspected. As a floor supervisor, you will be responsible for checking all the statuses of assigned rooms and distribute the priority rooms for immediate cleaning and quality inspection checks. 
Duties and responsibilities

  • Ensure that all bedroom and bathroom areas are cleaned to highest of standards and deliver ongoing training to new starters and refreshers for those who need additional assistance
  • Additional guest requirements are actioned swiftly and ensuring the guest is satisfied.
  • Support Room Attendants, linen porters and the training manager
  • The ability to work flexible working hours to match the needs of the hotel
  • Great organisational skills and work successfully as part of a wider team
  • Assist with the delivering of training and taking a lead in departmental meetings as requested
  • Sit down regularly with housekeepers to discuss their performance/ on underperformance where necessary
  • To follow all health, safety and hygiene requirements when undertaking tasks throughout the Hotel
  • Follow Health and Safety processes and procedures 
  • To take care a of all Hotel equipment required to carry out duties and to report defects immediately on WorkDO
  • Beyond an eye for detail, this role calls for a thoughtful nature: our best Room Attendants are those who look for ways to please our guests, sometimes in unexpected ways.
  • Any other reasonable request from the supervisor, Head Housekeeper
  • To report to work in good time, clean and wearing the correct uniform. Demonstrate a high level of personal hygiene and ensure the whole team adheres to this.
  • To be able to work under pressure at any given time 
  • To manage all task within the appropriate time given for that task.
  • To ensure that all Room Attendants are offering the standards of service stated in the relevant Department’s SOP manual.
  • To give full co-operation to any colleagues requiring assistance in a friendly and helpful 
  • manner. 
  • Follow a logical order or service: understand the requirements of the guests needs and 
  • respond quickly, efficiently and affectingly. To promote a helpful image to clients and give full co-operation to any customer requiring assistance with a prompt, caring and helpful attitude and to anticipate guests need whenever possible, to enhance quality of the service and in turn enhance guest satisfaction
  • To ensure all rooms are back in ‘’Opera” system (via the bedroom phone) as Clean or inspected and to control the dirty, OOS, OO, blocked, late check out, DND, room moved and any discrepancy rooms.
  • To report all maintenance issues through the ‘’work do” application to the maintenance department
  • Deal with complaints appropriately and report them to the Housekeeping Manager and 
  • Executive Housekeeper.
  • Be prepared to assist in other departments and carry out other reasonable tasks and 
  • responsibilities outside normal routine but within the overall scope of the job as deemed 
  • necessary by management.
  • To communicate with colleagues and to ensure the passing of information is two way.
  • To be fully conversant with the Hotel’s Code of Conduct and its implementation.
  • To undertake regular evaluations of the Room Attendants to ensure that consistency of 
  • standards and customer care are always met.
  • To deal with any guest complaints efficiently and professionally to the laid down standards
  • Ensure all customer requests are responded to promptly and effectively.
  • Comply with the Rota system to the Housekeeping Departmental standards.
  • Put innovative ideas for improving the service standard and profitability of the hotel 
  • forward.
  • Follow guidelines regarding the control of waste in your department
  • Clean as you go, ensuring your office environment is kept tidy at any time
  • To attend training and departmental meetings as requested
  • Assist with bed configuration and audit
  • To use PPE, following COSSH regulations and to work according the Health & Safety guidelines the Management has given. To actively promote a safe working environment on a day to day basis. 
  • To report any suspicious activity in the hotel’s premises immediately to the Housekeeping Supervisor.
  • To follow the Lost Property procedures of the Housekeeping Department and instruct the Room Attendants of these procedures and to ensure that it will be adhered to.
  • To follow the fire procedures, instruct the Room Attendants and porters of these procedures and to ensure that it will be adhered to.
  • To be fully conversant with the Hotel’s Code of Conduct and its implementation.
  • Comply with the Rota system to the Housekeeping Departmental standards. 
  • Follow guidelines regarding the control of waste in your department.
  • Any other reasonable request from the supervisor, Head Housekeeper or Executive Housekeeper
  • Follow evacuation rules in case of emergencies

Key performance indicators:

  • Attention to details
  • Someone who is passionate about exceeding guest expectation
  • Confident team player who can create and maintain a positive attitude with a CAN-DO mentality
  • Team player
  • The ability to deliver training
  • The ability to motivate a team
  • Ability to work to strict timescales
  • Comfortable to work in a high pressurised environment
  • Ability to smile at all times
  • This role requires an element of manual handling which can include carrying heavy loads

Skills 

  • Previous experience of working within a similar environment is desirable
  • To speak and write in fluent English and to use correct communication skills.

Benefits

  • Meals on duty
  • Staff uniform
  • Company pension contribution after you passing your probation period
  • Recommend a friend fee
  • 20 days holiday plus 8 bank holidays
  • Dry cleaning of your uniform (if applicable)
  • Training fund assistance of NVQ’s
  • Awards and Recognition Programme
  • Seasonal annual parties
  • Staff rate with IHG hotels globally
     

Company

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