Housekeeping Team Leader

About the Role

The Housekeeping Team Leader is responsible for the immediate supervision of members of the housekeeping department, including inspecting public areas, guest rooms, and resolving guest complaints. This role involves general office duties and assisting with special projects.

Responsibilities

• Supervise and inspect work assigned in the housekeeping area, ensuring all public areas, laundry, and guest rooms meet quality standards.
• Inspect and maintain storage rooms, ensuring they are clean, neat, and adequately supplied.
• Assist with housekeeping inventory and minimize waste in all areas.
• Open and close shifts, including filling out requisitions, reports, maintenance request forms, log books, and lost-and-found documentation.
• Assist with scheduling, room assignments, and project management.
• Manage the business email account, assist with housekeeping phones/radios, and use PMS systems (e.g., GXP, Lightspeed).
• Assist with accident reporting, including completing forms and following up.
• Regularly assist with deep cleaning projects and other duties.
• Demonstrate brand standards, behaviors, hallmarks, and mandates.
• Follow all emergency and safety guidelines to ensure a safe environment for guests, associates, and visitors.
• Adhere to all guidelines and policies outlined in the Employee Handbook, such as punctuality and professionalism.
• Establish professional conversations with guests and associates to build trust and loyalty.
• Assist with training and provide guidance/feedback to associates as needed.
• Resolve guest and associate questions or concerns in a timely, creative, and professional manner.
• Maintain constant communication with all hotel departments to ensure guest satisfaction.
• Follow and maintain the posted schedule to help reduce overtime and missed meal hours.

Requirements

• 1-2 years of Room Attendant experience in a hotel environment.
• Basic English understanding and proficiency in reading and writing to pass along notes and comments.
• Basic computer/tablet knowledge, including managing email accounts and using apps on tablets/phones.

Skills

• Strong interpersonal skills, including listening, teamwork, and conflict resolution.
• Ability to manage multiple tasks, maintain focus, and work under pressure.
• Ability to develop and maintain relationships with associates and guests to build trust and loyalty.
• Self-motivation, positive energy, and passion for hospitality.
• Ability to maintain confidentiality of hotel-sensitive information.
• Adaptability to various situations, constant change, and high-pressure environments.

Physical Requirements

• Prolonged standing/walking for 8+ hours.
• Ability to walk around the hotel, use stairs, stoop, kneel, lift a minimum of 50 lbs., and push/pull approximately 200 lbs.

Working Environment

The hotel operates in a public business atmosphere with varying indoor and outdoor temperatures. The housekeeping laundry office is often hot, damp, loud, and filled with equipment and chemicals. Some travel may be required for hotel events such as meetings and trainings.

Business Attire

All associates must follow the hotel’s dress and grooming standards, including wearing a full, neat, clean, and wrinkle-free uniform at all times, practicing good personal hygiene, and maintaining a professional appearance.

Preferred Qualifications

• Bilingual or multilingual.
• Prior supervisory experience.
• Emotional intelligence training.

The hotel operates 24 hours a day, 7 days a week. Associates must be aware that shift changes may occur as business dictates.