Qureos Mentor

The St. Regis Mumbai

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 Communication
 
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 Provide assistance to coworkers, ensuring they understand their tasks.
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 Speak to guests and co-workers using clear, appropriate and professional language.
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 Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
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 Talk with and listen to other employees to effectively exchange information.
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 Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
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 Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
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 Assists Management
 
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 Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
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 Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
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 Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
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 Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
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 Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
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 Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
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 Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
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 Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
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 Coordinate tasks and work with other departments to ensure that the department runs efficiently.
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 Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
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 Working with Others
 
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 Support all co-workers and treat them with dignity and respect.
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 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
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 Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
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 Develop and maintain positive and productive working relationships with other employees and departments.
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 Partner with and assist others to promote an environment of teamwork and achieve common goals.
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 Quality Assurance/Quality Improvement
 
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 Comply with quality assurance expectations and standards.
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 Monitor the performance of others to ensure adherence to quality expectations and standards.
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 Physical Tasks
 
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 Move, lift, carry, and place objects weighing less than or equal to 55 pounds without assistance and in excess of 55 pounds with assistance.
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 Ability to push and pull a loaded housekeeping cart and other work-related machinery over sloping and uneven surfaces.
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 Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
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 Stand, sit, kneel, or walk for an extended period across an entire work shift.
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 Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
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 Enter and locate work-related information using computers and/or point of sale systems.
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 Read and visually verify information in a variety of formats (e.g., small print).
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 Move at a speed that is required to respond to work situations (e.g., run, walk, jog).
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 Visually inspect tools, equipment, or machines (e.g., to identify defects)
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 Move through narrow, confined, or elevated spaces.
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 Move over sloping, uneven, or slippery surfaces and steps.
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 Move up and down stairs and/or service ramps.
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 Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
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 Housekeeping Protocol
 
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 Identify and report preventative or other maintenance issues in public areas or guest rooms.
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 Contact Engineering, At Your Service (AYS), Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs.
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 Respond promptly to requests from guests, Front Desk, or At Your Service requests.
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 Identify room assignments and type of cleaning required for each room.
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 Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
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 Document and report outstanding issues that need to be handled to the manager/supervisor after shift is complete.
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 Use checklists to ensure that cleanliness and condition of each assigned area meets designated standards.
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 Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
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 Complete incident reports for any incidents or accidents that occur during shift.
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 Guest Rooms, Villas, and Suites
 
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 Enter guest rooms following procedures for gaining access, such as knocking three times, saying &ldquo;Housekeeping,&rdquo; and ensuring vacancy before entering.
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 Report missing hotel/resort property and damages to room to manager/supervisor.
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 Housekeeping Quality Control
 
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 Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards are met.
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 Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices, and service areas after being cleaned by Housekeeper to ensure quality standards are met.
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 Housekeeping Coordination
 
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 Verify room status listed on report, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms.
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 Check and resolve issues with discrepant rooms with the Front Desk (e.g., guest was scheduled to check-out, but bags were found in the room).
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 Assist Housekeeping management in managing daily activities of Housekeeping and Laundry.
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 Communicate additions or changes to the room assignments to Housekeeping staff as they arise throughout the shift.
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 Run reports to determine how many rooms are sold for each day, including the number of arrivals, departures, and vacant ready rooms.
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 Prepare and distribute room assignments to Housekeeping staff.
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 Close out house at the end of shift to ensure assigned rooms were cleaned and communicate issues to next shift.
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 CRITICAL COMPETENCIES
 
 
 
 
 
 
 Analytical Skills
 
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 Decision-Making
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 Problem Solving
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 Computer Skills
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 Interpersonal Skills
 
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 Customer Service Orientation
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 Team Work
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 Diversity Relations
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 Interpersonal Skills
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 Communications
 
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 Listening
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 Communication
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 English Language Proficiency
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 Personal Attributes
 
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 Dependability
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 Integrity
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 Positive Demeanor
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 Safety Orientation
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 Presentation
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 Stress Tolerance
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 Adaptability/Flexibility
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 Initiative
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 Organization
 
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 Time Management
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 Detail Orientation
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 Multi-Tasking
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 Planning and Organizing
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 Physical Abilities
 
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 Visual Acuity
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 Assists Management
 
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 Resolving Conflict
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 Delegating and Directing
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 Coaching and Developing
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 Team Building
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 Performance Management
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 PREFERRED QUALIFICATIONS
 
 
 
 
 Education
 
 
 
 High school diploma/G.E.D. equivalent
 
 
 
 Related Work Experience
 
 
 
 At least 1 year of related work experience
 
 
 
 Supervisory Experience
 
 
 
 At least 1 year of supervisory experience
 
 
 
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Housekeeping Supervisor

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The St. Regis Mumbai

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Housekeeping Supervisor