Job Description
Job Description
JOB TITLE: Housekeeping Floor Supervisor
DEPARTMENT: Housekeeping – Rooms Department
EMPLOYER: Whitehall Hotel Limited (WHL)
JOB LEVEL: Supervisor
REPORTS TO: Housekeeping Manager
LOCATION: Raffles London at The OWO
The Raffles London
Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars Including our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600 seated-capacity grand ballroom.
Scope Of Position
To be distinctive in guiding and training Room Attendants on your allocation and checking the standards of cleanliness in the vacant and occupied rooms to deliver the ultimate and seamless guest experience. To ensure all bedrooms, corridors, staircases and service areas are kept to the highest standard of cleanliness to meet The Raffles London standards and to act as an ambassador of the Raffles values during your interaction with guests and colleagues.
Responsibilities
Operation
* To provide day to day direction and allocation of tasks for room attendants and house porters on the floor.
* To participate in or lead departmental meetings and training sessions.
* To liaise with other departments to ensure positive communication and offer support.
* To maintain effective communication with the housekeeping department and escalate any issues or problems to Senior/Head/Executive Housekeepers.
* To ensure smooth running of housekeeping team through effective team work.
* To report any maintenance faults and to ensure that repairs are carried out.
* To interact in an intuitive, warm, generous and professional way with all guests, anticipating their needs and responding to any requests.
* To be knowledgeable of all the hotel service and outlets to respond to any guest requests.
* To ensure that the team uses knowcross to communicate smoothly.
* To report and to follow up on any engineering issue in knowcross.
* To be aware of the status of all rooms, to follow up and to respond promptly to any room queries i.e. room placed in Q, from the Front office team.
* Additional responsibilities in absence of line manager or senior employee.
* Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.
Leadership
* Ensuring composure under pressure and providing leadership and guidance to the Team when required.
* Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.
Health and Safety
* Ensure that all potential and real hazards are reported immediately and rectified.
* Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
* Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
* Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.
Qualifications
Qualifications, Skills & Experience
Essential
* Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation
* A proven track record and ability to provide high levels of service under pressure.
* Exceptional communication and customer service skills, both written and spoken.
* Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
* An understanding and willingness to contribute to a 24h operational schedule when required.
Desirable
* Previous housekeeping and supervision experience.
* Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
Additional Information
Why join our Raffles team?
Not only will you be joining one of the world’s best hotels you will also receive great benefits including:
* 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
* Staff meals whist on duty.
* Free dry cleaning for uniform.
* Employer pension contribution of 3%
* Enhanced sick pay.
* Enhanced maternity, paternity and adoption pay.
* Life Assurance 1x salary
* Employee assistance program, including virtual GP and financial advice.
* Season ticket loans and cycle to work scheme.
* Colleague gifting to celebrate special occasions.
* Paid days off to move house or give back time to a charity of your choice.
* Internal learning and development programmes tailored to you.
* Fun-filled events, whether that’s a pub quiz, team run or festive party.
* Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
* Worldwide development opportunities across Accor’s extensive brand portfolio.
What are the Raffles Values?
Be You: Be creative, innovative, and enthusiastic, showing your personality and flair.
Be Kind: Demonstrates humility and generosity through emotional connection with colleagues and guests.
Be Happy: Consistently uplifting colleagues and guests through a joyful connection and positive personality.
Be Confident: Openly shares knowledge and skills with other colleagues to achieve excellence.
Have Your Purpose: Demonstrating care and responsibility within your role, to make a tangible impact on the business.