Scope and objectives
The supervisor is responsible for maintaining Raffles & Fairmont standards and hygiene in the laundry. He/she manages the day-to-day operations providing supervision, direction, leadership when necessary and monitoring effective and optimal levels of service standards. Supervisor – Rooms acts and acts with the guest perspective in mind and performs all duties in accordance with Raffles and Fairmont Doha policies to carry out the mission of the Housekeeping Department as well as the company’s values and vision.
Physical requirements/working environment
Duties require:
Able to work in shifts and work schedules based on work requirements.
The position requires walking and standing for most of the work day.
Duties require standing and moving with a good rhythm
– Preparedness is required in case of emergency.
Stress-resistant and multi-tasking
Convenience in dealing with customers
Convenient to dispense training up to 8 people
Experience/Skills/Years Required in this role
At least 2 years of experience in a supervisory capacity in a hotel room cleaning environment
– Good knowledge of Microsoft Office.
Experience in a hotel property management system.
Proven training skills.
Doing good business.
Excellent knowledge of people management.
– Positive attitude.
– Able to communicate in English.
Professional appearance and etiquette. (direct contact with guests)
– Ability to work well as part of a team.
Able to multitask and work in a fast-paced environment.
Ability to convey information and ideas clearly.
Administrative skills required and basic numeracy skills required.
Organizational, supervisory and communication skills.
Knowledge and experience in material, fabric and flooring maintenance.
Knowledge and experience in the use of chemicals.
– Ability to interact with guest respectfully, naturally and efficiently.
Familiar with FLHSS standards, diligent attention to safety.
Must be able to perform assigned duties with attention to detail, speed, accuracy, follow up, courtesy, and collaborative advertising work well with limited supervision
Customer Focus: Dedicated to meeting expectations and all requirements for both external and internal guests. Working with clients in mind.
Decision making: based on analysis, experience and judgment to seek accurate solutions and report to superiors.
Prioritization: focus on important issues. Create focus.
Measure: Set and set clear goals and consistently measure progress and results.
Operations Management: Discover and streamline processes and work flows to get things done.
– Get more for less resources.
Moral values: do things calmly. Establish the company’s core values and can be counted on during good and tough times. Widely trusted. Acknowledge the flaws.
The Quick Learner: Being open to changes and analyzing successes and failures.
– Finding solutions and improvement.
Enjoy the challenges.
Deal well with ambiguity and uncertainty.
Self-development is personally committed and actively working to improve it.
Understand that different situations require different skills and techniques; Working on spreading strengths and compensating for weaknesses and limits.
Capture the need to change personal, interpersonal, and managerial behavior and seek feedback.
Calmness is cool under pressure and does not become defensive or angry under pressure.
Able to influence crises.
Directing others is good at setting clear directions and setting extended goals; Allocates workload appropriately and equitably.
An organization that can mobilize resources (people, materials, support, and time) to get things done.
Able to organize multiple activities simultaneously to achieve a goal. Use resources and time efficiently and effectively.
Problem Solving Check all fruitful sources for answers. You can see hidden problems. Look beyond the obvious and don’t stop at the first answer.
Describe desirable characteristics or personality traits
Able to work in shifts and work schedules based on work requirements.
The position requires walking and standing for most of the work day.
Duties require standing and moving with a good rhythm
Work well in stressful situations and high pressure.
– Able to multitask
Proactive with a meticulous eye for detail.
Effective in listening to, understanding and clarifying the concerns and issues raised by co-workers and guest.
Convenience in dealing with customers
Convenient to dispense with training for up to 8 people
– Preparedness is required in case of emergency.
Main Responsibility
Adhere to established standards of conduct, house rules, fire regulations, and management procedures and policies.
– Report on rotation of appointments in uniform with a clean, neat and tidy appearance at all times.
Consistently provide professional, friendly and engaging service.
Lead and supervise the room hostess to perform the day-to-day operations of the department to ensure service standards are followed.
Ensures cleanliness of guest rooms and services in accordance with management approved and Forbes 5-star standards.
Provide courteous services to guests and promptly respond to guest inquiries, complaints and requests, register and notify appropriate areas and promptly inform relevant managers of any unusual activities.
Participate in and dispense with the applicable daily briefing, daily warm-up and management meetings.
Ensure that attendees are informed daily of the priorities in their section
Ensure that room attendants are properly informed of hotel information, standards and instructions.
Responsible for issuing and collecting master keys and communication devices for guest room attendants.
Record the attendance of the floor team members and take the necessary actions.
– Check all VIP rooms prior to arrival according to management and Forbes 5-star standards.
– Physically check every front of the house and behind the house such as driveway, landing elevator, back stairs, and take corrective action immediately if discrepancies exist.
– Inspect all occupied rooms and rooms upon or before completion to ensure their cleanliness and meet the standards.
Ensure that all departure rooms are checked and immediately released for re-rental.
– Release all the clean rooms that have been checked immediately.
– Conducting a daily registration check and participating in the member place evaluation process under his supervision.
– Check daily the room is out of order and the working status is updated.
Monitor the progress of the room attendants’ work for the daily task.
Check on room attendants and ensure proper cleaning procedures and steps are taken at all times.
– Follow up on all guest requests and provide quick service with minimal delay.
Oversee all special projects, such as mattress flipping, renovations, general cleaning, etc.
Raise work order for any required repair maintenance in the floor, common area, back of house areas, and service areas.
Report and escalate to relevant manager immediately when repairs are delayed.
Check the accompanying room carts to make sure they are properly stacked and tidy.
Inspect and report all soiled curtains, carpets, furniture and other special housekeeping cleaning needs to the concerned manager.
Ensure that linen supplies are adequately stored on the linen shelves in the pantry.
– Inventory of floor linens.
Monitor proper storage of supplies to prevent theft, loss, spoilage and spoilage.
– Conducting periodic inventory as directed and required by the concerned manager.
– Report unusual activities to managers immediately.
– Send room status reports to coordinators on time.
Promote a work environment in which employees feel valued, valued, shared and secure.
Ensure that team members’ uniforms are clean and tidy and personal hygiene and grooming are maintained at all times.
Attend training courses and provide on-the-job training to subordinates as scheduled and as needed.
– Evaluate the performance of employees for the training need.
– Lead by example. Follow departmental policies and procedures.
– Lead by example. Operate according to FLHSS standards to avoid health and safety risks and injury and to report anomalies.
Participate in the hotel recycling program and encourage team members to reduce, reuse and recycle where possible and appropriate.
– Complete assigned task and reports to relevant managers.
– Perform any other duties and responsibilities assigned by managers.
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