مشرف الخدمة والتنظيف Hilton Hotels

Position Purpose

To be a passionate host and highly collaborative member of the Guest Operations team, assisting the Housekeeping Team Leader in leading the team, ensuring that all rooms are made as per company, brand and CleanStay standards,, and helping to provide memorable brand-specific guest experiences

Duties & Key Responsibilities

Come to work every day with a smile on your face

Execute duties as assigned by the Guest Operations Mgr and HSK Team Leader

Perform duties of a HSK host, but take on additional supervisor responsibilities as well

Supported by the Guest Operations Mgr, plan the work for the housekeeping team, and distribute room-cleaning assignments accordingly during absences of the HSK Team Leader

Supported by the Guest Operations Mgr, assign duties for housekeeping hosts in meeting areas, public areas, laundry and heart of house during the absence of the HSK Team Leader

Supervise Housekeeping Hosts on your shift, check cleaned areas and recognize Housekeeping Hosts for work well done on the spot

Personally clean a few rooms every day and increase own cleaning hours in times of high occupancy

Be a role model for others concerning brand-specific behaviours and passionate, friendly and brand-unique hospitality.

Assist in providing a positive work environment to Housekeeping Hosts that allows everyone to thrive and fulfil their potential

Supervise and coach HSK hosts on the job in delivering brand-unique hospitality and achieving a high level of cleanliness SALT scores

Be willing to roll up your sleeves and help in other departments during busy periods and as required

In the absence of the HSK Team Leader, monitor guest feedback in every shift and initiate corrective actions immediately if necessary, to ensure positive guest experiences

If delegated to you by your HSK TL, plan and train new and existing housekeeping Hosts on processes, products, systems and brand-specific guest service delivery as per brand and hotel leadership guidance

Be a positive and very active contributor in meetings (e.g. Huddles) with the Housekeeping team to help achieve / maintain a high level of trust & engagement

Volunteer to participate in company campaigns such as Travel with Purpose and become an outstanding Brand Ambassador

• Every 6 months, rotate to a new Champion area (e.g. Hilton Honors, CleanStay, rostering) our supervisors are responsible for taking ownership of their specialist area and ensuring the hotel is meeting and exceeding expectations in relation to this
• Coach and train 2 4 HSK hosts, as assigned on a rotating six month schedule
• In regular (e.g., monthly) departmental leadership meetings, update HOD and/or Team Leader on the performance and progress of coachees and suggest development opportunities for them in the coming months
• On-board and supervise assigned coachee team members, ensuring execution of agreed development or performance improvement actions
• Attend and resolve guest complaints on the spot to ensure we provide brand-specific guest experiences to a high standard in all areas of the hotel