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Job Title: Housekeeping Supervisor (Duty Manager) Reports to: Cluster Operations Manager Location: Crowne Plaza, Basingstoke Shift Details: • Rate of Pay: £12.50 • Flexibility to work weekends, holidays, and early or late shifts as required. • Shift Lengths: May vary depending on the needs of the property. ________________________________________ Role Overview The Housekeeping Supervisor (Duty Manager) is responsible for overseeing the daily operations of the housekeeping department while also handling key responsibilities for the wider operational management of the property. This includes maintaining the cleanliness and organisation of guest rooms, public areas, and other designated spaces, as well as ensuring smooth service across housekeeping, health & safety, maintenance, and security. As a Duty Manager, you will also ensure compliance with hotel procedures, oversee emergency response protocols, and contribute to operational excellence across all hotel functions. This role requires strong leadership skills, an eye for detail, excellent problem-solving abilities, and the capacity to manage multiple areas of responsibility, ensuring the hotel runs smoothly and efficiently at all times. ________________________________________ Key Responsibilities Housekeeping Responsibilities: 1. Room Cleaning & Preparation: o Supervise and ensure guest rooms are cleaned to the highest standards. o Oversee bed-making, linen changes, towel replacements, and replenishing room amenities. o Ensure all in-room equipment (e.g., kettles, trays) is clean and in working order. o Check for damages, leaks, and operational issues (e.g., TV problems) and report them to the Duty Manager (DM)/Facilities/Security Ops. o Ensure rooms are prepared within the required time frame as per SOPs. 2. Public Area Cleaning: o Maintain public areas, including hallways, lobbies, meeting rooms, and washrooms, ensuring cleanliness and safety. o Oversee the emptying of waste bins and manage rubbish disposal protocols according to property guidelines. 3. Laundry & Linen Management: o Supervise the collection and delivery of dirty linens to the laundry room. o Ensure linen storage areas are organised, well-stocked, and all items are properly sorted. 4. Guest Requests & Reporting: o Respond promptly to guest requests and ensure their needs are met efficiently. o Report guest-related issues immediately to the DM or relevant department. o Uphold confidentiality and privacy in line with company policies. 5. Inventory & Supplies: o Monitor and manage stock levels of cleaning supplies, toiletries, and other amenities. o Ensure that housekeeping carts are fully stocked and ready for each shift. 6. Health & Safety Compliance: o Ensure all health and safety protocols are followed, including proper handling of cleaning chemicals and equipment. o Ensure that staff wear necessary PPE as required by the property. Duty Manager Responsibilities: 7. Operations Management & Leadership: o Oversee daily property operations, including housekeeping, maintenance, and guest service operations. o Conduct regular property inspections, identifying maintenance needs, and logging these issues for resolution. o Ensure rooms are ready for guest arrivals, effectively managing resources, time, and staff to meet deadlines. o Report all maintenance and property-related issues in real-time, ensuring they are promptly addressed. o Ensure operational efficiency across all departments and prioritise business needs. 8. Fire & Safety Compliance: o Serve as the Fire Controller, ensuring all fire safety procedures are followed, including emergency evacuation plans. (Training will be provided) o Conduct regular fire safety inspections, fire walks, and ensure fire exits and alarms are in working order. o Respond to emergencies promptly and act as First Aider when required. (Training will be provided) o Ensure compliance with all regulatory health and safety standards, including proper maintenance of safety equipment. 9. Team Management & Support: o Supervise housekeeping and general assistant teams, ensuring smooth shift handovers and proper task delegation. o Manage staff rotas, ensuring adequate shift coverage, especially during peak times. o Provide training to staff on safety protocols, confidentiality, service standards, and operational procedures. 10. Stakeholder Communication & Problem-Solving: o Act as the primary point of contact for operational, security, and maintenance issues. o Respond to emails and operational requests promptly, ensuring not just acknowledgment but follow-through to resolution. o Escalate critical issues to senior management when necessary and ensure proper documentation. o Take proactive steps to resolve on-site issues efficiently, ensuring smooth operations across all areas of the hotel. 11. Maintenance & Security Oversight: o Ensure any maintenance issues are reported and resolved within 24 hours by coordinating with internal teams and contractors. o Oversee and ensure security protocols are adhered to by working with third-party security teams. o Regularly inspect both the interior and exterior of the property to identify and address any potential issues. 12. Reporting & Documentation: o Maintain accurate records of all operational activities, including incident reports, maintenance logs, and health & safety documentation. o Prepare detailed operational reports, ensuring compliance with hotel standards and regulations. o Use Excel and other systems to compile data-driven reports on property safety, electricity usage, and maintenance trends. 13. Compliance & Business Standards: o Ensure adherence to hotel standards, confidentiality policies, and compliance regulations. o Monitor contractor access to ensure safe practices and completion of work. o Maintain high levels of professionalism, proactive problem-solving abilities, and uphold a positive work environment. 14. Emergency Procedures & Protocols: o Be familiar with and ensure staff are trained on emergency evacuation procedures, including the location of exits and assembly points. o Act promptly and efficiently in emergencies, ensuring all staff and guests are safe and protocols are followed. ________________________________________ Skills and Requirements • Experience: Previous experience in housekeeping and operational management or supervisory roles preferred. • Leadership Skills: Strong ability to lead a team, delegate tasks effectively, and ensure high service standards. • Attention to Detail: A commitment to maintaining high cleanliness standards, operational efficiency, and safety. • Communication Skills: Strong communication and interpersonal skills, both for interacting with guests and managing staff. • Health & Safety Knowledge: Basic understanding of health and safety protocols, including the handling of cleaning products and safety equipment. • Problem-Solving Ability: Ability to manage and resolve operational challenges independently. • Confidentiality: Ability to maintain confidentiality and respect guest privacy. • Flexibility: Ability to work varying shifts, including weekends, holidays, and early/late shifts as needed.