Job Summary
Responsible for assigning and supervising the activities of associates to ensure a high degree of excellence/maintenance in guest rooms, suites, corridors, fire exits, stairways, service areas and service rooms on assigned areas/floors that are equal to the high level of guest and management expectations.
Operations
* Assists in the daily operational duties of the Accommodation department.
* Ensures compliance with Marriott Operating Standards to maintain brand integrity.
Guest Satisfaction
* Strives to meet or exceed customer expectations.
Human Resources
* Assists in maintaining the Marriott culture.
Financial Management
* Assists as needed in managing the Accommodation function operating budget and capital expenditure budget to achieve or exceed budget expectations.
Key Responsibilities
* Report for work at scheduled time ensuring appearance and presentation meets the required standard.
* Prepare yourself for each shift by ensuring that you are aware of all information by reading the memo board and taking part in handover and 15-minute training.
* In absence of the Executive Accommodation Manager and the Assistant Accommodation Manager please lead the meeting.
* Ensure Service Standards are being delivered consistently.
* Handle any guests problems or complaints in an understanding and hospitable manner. Resolve through the LEARN process.
* Strive to achieve single contact resolution for our guest.
* I am on stage -Basic 16- always look your best, in the correct uniform, compliant with the uniform and grooming policy and have Savvy BASICS card, always maintain a professional image.
* Making sure to check the associates accordingly and addresses immediately if they are not compliant with the standards.
* Ensure you can speak The Shelbourne history - have your history sheet with you at all times.
* Collect work sheets, keys and phone/bleep from the Housekeeping office.
* Responsible for the training of all Accommodation Assistants and Floor Porters.
* Ensure all floors are stocked properly and adherence to all pars.
* Prepare worksheets for the day when needed and assigned.
* Take action if it looks like we will be short staffed.
* Assist in the handing out and control of keys and worksheets to associates.
* Assigns special duties, e.g. VIPs, RITE care and shampooing to associates.
* Make sure the RITE care attendant has extra cleaning materials as required.
* Inspect all vacant ready rooms/occupied ready rooms and report any discrepancies to the Housekeeping Office/Front Office immediately.
* Make note/be aware of guest preferences, magazines, books, and kids toys etc.
* Meet and greet the guest with a smile.
* Ensure that you are offering assistance at all times.
* Use the guest name when possible.
* Try to obtain guest name at every opportunity.
* Use proper telephone etiquette as per the LSOP Lead by example in all you do.
* To ensure that the standards of all rooms is equal to a high degree of excellence as per the Brand Standards.
* Be responsible for the input of the status of guest rooms.
* Check associates trolleys, suitcases, chemical buckets and Hoovers to make sure they are always clean and tidy.
* Supervises/documents the changing of any soft furnishings and any other upholstery in need of change, repair or cleaning.
* Assists in carrying out inventories of linen and other items in guest rooms as directed by Executive or delegate.
* Ensure associates are working at all times and that they are fully equipped with the supplies and tools they need to take care of the guest.
* Display hospitality skills when dealing with guests and associates.
* Must respond to all guest requests in a prompt and courteous manner.
* Develop a team spirit among the housekeeping department.
* Attend all departmental meetings and actively participates, share best practices.
* Identify training needs of team.
* Attend training sessions both internal and external.
* Reports all disciplinary and grievance matters immediately to Executive Accommodation Manager/Assistant Accommodation Manager.
* Assign work to the evening associates and check that all associates have the relevant tools for the job.
* Highlight any VIP rooms and make sure you check those rooms.
* Check standard of rooms turned down by the nightly refresh attendants.
* Ensure that all guest corridors are patrolled any repairs are needed report through ESPRESSO.
* As an Accommodation Supervisor it is your responsibility to change light bulbs that can be easily replaced, those that are not you report through ESPRESSO.
* Collects guest preference notes from the Accommodation Assistant to be logged.
* Remove any room service trays and trolleys on the guest corridors and place them in the lift landing.
* Check public areas of the hotel throughout the evening.
* Check back of house areas of the hotel throughout the evening to ensure that all late duties have been carried out to the correct standard.
* Communicate with Front Office regarding extra departures, room moves etc.
* Check that the Nightly Refresh Attendants have replenished the Accommodation Attendants suitcases in preparation for the next morning.
* Make sure that the Ecolab chemicals are filled up correctly.
* Before going off duty patrol all guest floors ensuring that all Housekeeping equipment is removed.
* Ensure that loaded items are logged and returned in conjunction with DTS.
* Complete guest room report as needed for damages to hotel property or extra cleaning in conjunction with Loss Prevention/Security.
* A key check MUST take place per shift. Discrepancies need to be reported to Loss Prevention/Security immediately.
* It is important that the Accommodation Supervisor is alert at all times; they need to be observant and quick to make decisions.
* Taking part in making the schedule.
* Ensure that disciplinary action is taken together with the Assistant Accommodation Manager/Accommodation Manager when needed.
* Celebrate success of the team, with the team.
* Complies with all current Marriott standard and local policies and procedures
* Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.