Who We Are
The Land's End Hotel forms part of the Heritage Attractions Group who own & operate a range of landmark sites throughout Great Britain. The Land's End Hotel is a 3* 34 Bedroomed Hotel situated at the most south westerly point of mainland Britain.
Our Mission Statement
We are the custodians of the spaces and places that people love. We preserve, protect and promote our unique landmarks always ensuring a quality experience for our visitors. We ensure that we always treat our people and places with respect.
The Role
The Housekeeping Supervisor is responsible for supporting the Housekeeping Manager to deliver exceptional standards of cleanliness & housekeeping throughout the hotel.
Job Objectives
To assist in ensuring that the overall business achieves its ultimate potential in that of revenue & profitability through creating a warm & welcoming atmosphere for our guests, with your main focus being on the housekeeping service within the hotel's bedrooms division. You will ensure efficient operation within these areas, as well as maintain high production, productivity, quality, & customer-service standards.
Main Responsibilities
§ Always deliver exceptional customer service & customer management
§ Deal with customer queries & complaints in a professional & courteous manner ensuring that the guest's expectations are exceeded by the outcome
§ Ensure rooms are serviced to the correct standard within the allotted time frame
§ Ensure customers are shown promotions at every opportunity (room guides)
§ Take a hands-on role whilst also managing all cleaning duties throughout the LEH building as required by your line manager including but not limited to public areas, guest bedrooms & bathrooms
o Dusting & polishing furniture & fixtures
o Making beds, changing linen & towels in line with LEH training manual
o Cleaning of all glass & mirrors using the specified products & adhering the LEH COSHH & PPE procedures
o Ensuring all bedrooms are stocked with the appropriate number & variety of toiletries & tea tray supplies
o The tidying/cleaning of 'stays' in accordance with LEH policy's & procedures
o Emptying of bins & rubbish as required
o Cleaning & sanitising all bathroom white goods adhering the LEH COSHH & PPE procedures
o Vacuuming/cleaning carpets & hard floors
* Manage delivery, recording & invoicing of all laundry from external companies in accordance with LEH policy's & procedures
* Ensure you & all staff which you are responsible for are adhering to the company's policies, procedures as set in the LEH training manual
* Monitor & manage maintenance issues in accordance with LEH policy's & procedures
* Manage office administration as instructed by your line manager
§ Sorting, washing, loading, & unloading laundry
§ Maintain personal knowledge by completing in-house training & attending courses as required
§ Always adhere to all company policies & procedures
§ To be correctly dressed, clean, tidy & adhere to the LE policy on personal hygiene
§ To arrive for shifts on time & ready to work
§ Be involved & contribute in team meetings
§ Carry out any reasonable request given by a member of the management team
§ Deal with deliveries & report any loss or damage to your line manager
* Maintain accurate stock control, including ordering, delivery checks & wastage as instructed by your line manager
§ Maintain personal knowledge by completing in-house training & attending courses as required
* Inspect all bedroom & public areas on an ongoing basis & take appropriate step to ensure facilities always meet or exceed company standards as requested by your line manager
* Participate in the development of the hotel's business strategies outside of your own department as requested
* Monitor status regularly & adjust strategies as appropriate
* Create an environment for employees aligned with the company culture through constant communication & reinforcement
* Ensure that the hotel delivers the company experience by reviewing hotel operations from the customer's perspective as well as from a business perspective
* Help develop & implement strategies & practices that support employee engagement
* Be willing & confident to organise the day to day running of the department in the absence of your line manager
§ Carry out any reasonable request given by your line manager or any senior manager within the hotel & wider business.
Health, Safety & Hygiene
§ To be vigilant for any hazards & report them according to LE policy
§ To adhere to safe working practices, being aware of all health & safety, emergency & fire procedures
§ Complete in-house training on health safety & hygiene rules, regulations & guidelines
§ To assist your line manager, carry out all LE health & safety paperwork.
§ Ensure stock rotation of all date's products are checked & withdrawn from sale where necessary
§ Always adhere to COSHH & PPE requirements in accordance with LE policy
§ To clock in & out for each shift & sign the fire register as you enter & vacate the premises
Administrative Responsibilities
§ Assist in the development of the bedroom division by keeping current on competitors on a regular basis & identifying any shortfalls in our current offering
§ Help to ensure the housekeeping departments Unit bible & COSHH information are up to date, correct & all staff have a full knowledge of its location, information & execution
§ Assist your line manager as required in the stock take of LINEN at the allotted times & report any findings to your line manager
§ Assist your line manager with stock ordering, linen ordering etc in their absence.
§ Assist your line manager as required with stock takes for all bedroom items & consumables
§ Help to create a 'wish list' to be passed to your line manager allowing time for cross checking, ordering & lead time
§ Help to ensure all staff training matrixes are up to date & any training needs are highlighted & solved
§ Assist your line manager in ensuring all new staff forms are completed prior to the start of their employment & the necessary training needs are completed & recorded
Personal Specification
Customer Focus
§ Be friendly, smiley, sociable & welcoming to our customers, to create a great atmosphere
§ Be committed to drive sales though customer service & up-selling
§ Remain calm, patient and polite, when receiving customer feedback
§ Be helpful & go out of your way to help customers
§ To be aware of all the activities offered across the Land's End Landmark site & to be able to answer questions relating to the local area (or know who to ask)
§ To be able to communicate effectively with customers
Drive
§ Be confident & self-motivated
§ Demonstrate a passionate commitment to the business
§ Welcome & embrace change, with a positive attitude
§ Be able to work unsupervised in a busy environment
§ Be able to prioritise duties as required
Personal Integrity
§ Attention to detail ensuring work is thorough, meeting the highest standards
§ Be honest & reliable
§ Be trustworthy & respectful
§ Be immaculately dressed
§ Maintain excellent timekeeping & attendance
§ Always be professional
Teamwork
§ Take responsibility: Demonstrate personal ownership of tasks & follow through to get the required results
§ Always be a good team player
§ Build & maintain good relationships with all team members
§ Be willing to take on jobs to balance the team workload
§ Be able to communicate effectively with colleagues at all levels
Developing self & others
§ Be motivated to learn & develop yourself
§ Seek feedback & invest time in personal development
§ Supervise, train & develop others
* Continually work to develop own capabilities & the capabilities of others
* Provide information so that co-workers, customers & suppliers understand & can take action
§ Support, encourage & motivate others
§ Coach, guide & give feedback to others
Analysing and Decision making
§ Understand information quickly & accurately
§ Resolve issues comfortably & professionally using LEH policy's & procedures
§ Be able to work independently & be able to identify when an issue is escalating & what steps need to be taken to pacify the situation
Managing Performance
§ Be accountable for meeting & exceeding objectives given by yourself & the hotel senior management team
§ Manage both good & poor performance well using performance measuring tools
§ Be able to identify when objectives are not going to be delivered & take action to ensure that targets are met
§ Be effective in time management
Key Skills & Requirements
§ Performance management, supervisory: Demonstrate ability to relate to communicate with & motivate employees to sustain high performance & quality levels
§ Knowledge of budgeting process: Demonstrate knowledge of & skill in creating & maintaining within the departmental budget
* Planning: Skilfully determine whether tasks should be attempted, identifying the most effective way to complete the task, & preparing to overcome expected difficulties
* Sales skills: Understand the features, functions & positioning of his/her product or service & is capable of closing business with customers by helping them recognize the value the company brings to the enterprise
Job Type: Full-time
Pay: £26,500.00 per year
Benefits:
* Employee discount
* Free parking
* On-site parking
Work Location: In person