Public Area Supervisor

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.

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 Crimsons 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 the 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, allowing these needs to be met

Orients and trains qualified employees

Conducts effective employee meetings and counseling sessions

Determines, communicates, and monitors achievement 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

4.4 Coaches, counsels, disciplines employees

Logs specific incidents

Sets time aside to offer advice

Implements consistently and fairly Resort discipline practices

4.5 Determines priorities, sets goals, and follow-ups

Prepares monthly action plan

Prepares daily to-do list

4.6 Monitors and controls attendance, shift rosters

Prepares Attendance Sheets

Prepares shift rosters

Maintains absence statistics and does follow-up actions

4.7 Conducts performance appraisals

Completes appraisal forms for all staff

Analyzes training needs and schedules training

Conducts probation period reviews

4.8 Identifies and analyzes problems and develops solutions

Records critical incidents

Shares problems with team and discusses solutions

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 quality inspection of guestrooms 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 and maintenance

Strictly adheres to control procedures in the usage of chemicals and supplies

Assists in the development of new control procedures as needed

7 PROFITABILITY

7.1 Practices cost containment measures

Practices good expense management and implements the same in the department

8 ADMINISTRATIONS

8.1 Regular staff briefings

In the absence of the Executive Housekeeper and Assistant Executive Housekeeper, conducts daily staff briefings highlighting the following:

Occupancy forecast & VIP/Group arrivals

Staffing

Complaints (based on DMs log)

Business for the day

Staff productivity (guestrooms cleaned per service associate)

Public area condition

8.2 Profit and Loss

May be assigned to attend Profit & Loss reviews and prepare rationale for variances in labor cost, printing, cleaning supplies, uniform/linen costs, stationery, cost per occupied room, etc.

3. Lost and Found

Assists in administering Lost & Found procedures, ensuring that implementation level adheres to established guidelines

4. Productivity

Regularly reviews work cycles and ensures staff schedules are coordinated with the peaks and slack of operations to maximize productivity

9. HEALTH, SAFETY AND HYGIENE

Prepares daily labor analysis

Recommends to the department head ways to maximize the sections output without compromising standards

Contributes to total productivity of the department by ensuring supervised staff are able to take over tasks in other sections

9.1 Ensures safe working practices

Implements safety standards and conducts training

Communicates standards to staff

Analyzes accident statistics

Nurtures accident prevention culture

9.2 Monitors cleanliness and hygiene standards

Conducts regular inspections of all areas within the department

Constantly monitors cleanliness standards in the area

9.3 Monitors grooming and appearance standards of employees

Sets standards and communicates to staff

10. GENERAL RESPONSIBILITIES

Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance

Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this position

Prepares reports as necessary to develop a more informative database for improved management decision-making and critical evaluation of work activities

Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate

At all times, projects a favorable image of Crimson Resort & Spa to the public

Practices and role-models the Guiding Principles and Core Values of Crimson Hospitality and ensures that employees practice the same

Performs other duties and tasks assigned by immediate superiors from time to time.