Housekeeping Supervisor/Coordinator

Responsibilities

• Conduct opening and closing of daily housekeeping operations as assigned.
• Inspect guest rooms cleaned by assigned Room Attendants using designated checklists; directly engage room attendants and relay any deficiencies for immediate correction.
• Inspect public and service areas after cleaning, ensuring adherence to luxury standards; communicate deficiencies to respective personnel for prompt resolution.
• Inspect supply levels of floor closets and coordinate with designated team members to replenish and maintain par levels.
• Update room status upon approval of cleanliness and conditions in accordance with departmental and Forbes Five-Star standards.
• Cook up daily housekeeping operations, including room assignments, service priorities, and real-time updates based on occupancy, arrivals, and departures.
• Act as the central communication liaison between Housekeeping, Front Office, Engineering, and other departments to ensure seamless operational flow.
• Maintain real-time monitoring of room status systems (HMS and Alice); verify room discrepancies, prioritize check-out rooms, and ensure accurate reporting.
• Dispatch and follow up on guest requests (amenities, turndown service, special arrangements) ensuring timely execution and exceptional service delivery.
• Communicate additions or changes to assignment sheets as they arise throughout the shift and adjust staffing deployment accordingly.
• Assign designated guest room keys, devices, and equipment to staff, ensuring accountability and proper usage.
• Cook up daily staff breaks and assists in workforce planning aligned with operational needs and occupancy levels.
• Complete and track work orders for maintenance repairs, ensuring timely follow-up and resolution.
• Maintain detailed operational logs, including discrepancies, out-of-order rooms, and service tracking for accuracy and accountability.
• Provide feedback on staff performance to the Director and participate in coaching and counseling of employees.
• Conduct training staff as assigned, reinforcing service standards, safety procedures, and luxury hospitality expectations.
• Ensure all assigned staff report to work; document and report late arrivals, absences, or performance concerns.
• Maintain complete knowledge of and compliance with all departmental policies, service procedures, and standards.
• Maintain complete knowledge of proper maintenance and use of equipment, chemicals, and safety protocols.
• Resolve guest complaints with professionalism and urgency, ensuring complete guest satisfaction and identifying opportunities for improvement.
• Anticipate guest needs, respond promptly, and acknowledge all guests with a refined and personalized approach, regardless of business levels.
• Attend designated meetings and contribute to continuous improvement initiatives.

Qualifications

• High school diploma or equivalent; additional education in Hospitality Management or a related field is preferred.
• Proven experience in a similar role within a luxury hotel or resort environment.
• Solid knowledge of cleaning techniques, chemical handling, and equipment usage.
• Exceptional customer service and communication skills with a focus on luxury guest engagement.
• Ability to work independently, prioritize tasks effectively, and operate efficiently within a team environment.
• Fluency in English, both verbal and written, with clear and professional communication skills.
• Physical stamina and mobility required to perform tasks including lifting, bending, and prolonged standing.
• Strong attention to detail and commitment to excellence in all assigned responsibilities.