Opportunity: Rooms Supervisor

Supervise Housekeeping and Front Desk staff ensuring brand/hotel guest service and sustainability standards are met.

Potential Career Path

Executive Housekeeper – Front Office Manager – Assistant General Manager – General Manager

Essential Job Functions

• Train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Screen job applicants, and hire new employees (in the event housekeeping associates are HHM employees.)
• Train staff to clean rooms in an efficient manner according to established standards or partner with external vendor to ensure staff is trained properly.
• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.
• Issue cleaning supplies and equipment to associates.
• On occasion, clean rooms or assist staff with cleaning rooms.
• Address associate performance and behavior concerns by either direct intervention with HHM associates or through vendor.
• Supervise laundry employees, if applicable.
• Prepare work schedules for HHM associates or provide vendor with anticipated occupancy to ensure proper staffing levels.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Practice safe work habits and wear protective safety equipment.
• Assist in the breakfast area as needed.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote Hersha Hospitality and brand-specific marketing programs.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Follow sustainability guildines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• High School diploma preferred.
• Previous housekeeping experience or equivalent training required.
• Previous supervisory responsibility preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, reaching, kneeling, bending.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It