Housekeeping Supervisor

Role Overview

Housekeeping Supervisor at Accor, located at Swissôtel Al Murooj in downtown Dubai.

Company Overview

Accor is a worldwide hospitality leader. Swissôtel Al Murooj is located directly opposite The Dubai Mall and the iconic Burj Khalifa, approximately 10 minutes' walk to Dubai Metro Station, within a few minutes' drive to DIFC and World Trade Centre, and approximately 15 minutes' drive from Dubai International Airport.

Role Purpose

To oversee daily housekeeping operations across hotel rooms and residential apartments, ensuring consistent adherence to A la Carte Standards and hotel standards while leading, training, and motivating the housekeeping team to deliver exceptional service, maintain operational excellence, and maximize revenue opportunities.

Key Responsibilities

Planning & Organizing

• Allocate the outsourced cleaning team on a daily basis to ensure all public areas in the Residences are cleaned daily.
• Review the employee schedule and annual leave plan to ensure correct allocation of resources to improve owner, resident, and guest satisfaction levels as well as employee productivity and satisfaction.

Operations

• Follow grooming standards and check the grooming of the team.
• Ensure the cleanliness of apartments is consistent with A la Carte Standards and rooms are in line with hotel standards.
• Inspect all vacant rooms, checkout rooms, and departures daily.
• Ensure rooms are inspected and checked for all late arrivals, overnight arrivals, and early arrivals.
• Coordinate with Front Office supervisors to obtain arrival group rooming lists and ensure all rooms are ready and inspected at least 2 hours prior to group arrivals.
• Submit discrepancy reports twice daily to Front Office supervisors.
• Monitor the team's performance and assist with training to improve standards as required.
• Ensure consistent balance in allocating housekeeping room attendants between hotel rooms and residences.
• Lead and support employees in the achievement of financial, operational, and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities.
• Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions.
• Lead daily housekeeping briefings and monthly employee meetings.
• Adhere to Swissôtel Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety, and maintain complete understanding of these requirements.
• Drive the performance of front office and concierge team members, including completion of performance appraisals, coaching, counselling, and performance management in conjunction with Talent & Culture.
• Ensure the team works within the department with a sales-focused attitude and is aware of sales opportunities within the residences to assist with revenue maximization.
• Ensure all team members are aware of all A la Carte revenue targets and are kept informed of performance results.
• Attend training sessions and hold regular meetings with the team.
• Report damages to the Executive Housekeeper and Engineering Department.
• Handle and resolve guest complaints while keeping the Executive Housekeeper and Front Office supervisors informed.
• Ensure all housekeeping team members are aware of the A la Carte services available to residents and are skilled in upselling them as a preferred supplier.
• Ensure self and team use residents' and guests' names when greeting.
• Communicate with residents, guests, and team members in a polite and courteous manner at all times.
• Give full cooperation to all guests and residents, assisting in a prompt, caring, and helpful manner.
• Anticipate guests' and residents' needs wherever possible and react to enhance customer satisfaction and increase revenue.
• Be aware of the A la Carte Services marketing program and make recommendations to residents.
• Actively seek feedback from customers to ensure a reputation of consistency and quality is achieved.
• Maintain strict adherence to the property's environmental protocols by driving resource efficiency across all functions, particularly through implementing measures for responsible energy and water consumption, reducing waste output, supporting sustainable purchasing decisions, and accurately contributing to required full compliance.

Administration

• Write and update policies and procedures as well as cleaning checklists for hotel and residential components.
• Manage par level stock and usage of cleaning products and equipment.
• Coordinate purchasing for the A la Carte Services and housekeeping department with the finance team as per hotel procedures.
• Oversee the implementation of a training plan for all housekeeping team and outsourced public area team members.
• Monitor and keep updated training records and schedules to ensure planning and completion are carried out as per hotel standard.
• Prepare and conduct employee performance appraisals in collaboration with the Executive Housekeeper.

Qualifications & Experience

• College graduate.
• Minimum one year of demonstrated experience in a Housekeeping Supervisor or equivalent supervisory position within a hospitality environment.

Skills & Competencies

• Proficient computer literacy with competency in property management systems and Microsoft Office applications.
• Proven expertise in housekeeping operations, cleaning standards, and facility management.
• Excellent organisational and planning skills with the ability to manage multiple priorities and schedules.
• Comprehensive knowledge of health, safety, hygiene, and environmental compliance standards.
• Exceptional communication and interpersonal skills with the ability to engage effectively with staff, guests, and residents.
• Customer service excellence with a solution-oriented mindset and commitment to operational excellence.