Job Description

Company DescriptionWe are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visitThe Senior Housekeeping Supervisor will manage the daily operations of his/her assigned section ensuring the ultimate comfort, cleanliness, safety and standards for all guest and members as expected by Accor Hotels. He/she will maintain superior standards of presentation, maintenance, and cleanliness in all areas of the hotel while ensuring the safety and confidentiality of all Guests. He/she will act as a leader to all housekeeping team members and assist with Guest and Colleague concerns.Responsibilities:

• Maintains a presence as requested at hotel / department meetings and committees
• Always complies with brand required standards and regulations to encourage safe and efficient hotel operations

• Handle Guest concerns and react quickly, logging and notifying proper areas to service them
• Actively participate in daily briefing, daily warm up and department meetings
• Ensures Room Attendants are informed daily about VIPs, extras - priority in their section
• Ensures check-out rooms are returned in a timely manner
• Verifies rooms with Privacy Please indicators and co-ordinate make up with Room Attendants
• Assists with and Room Attendant, Turndown Attendant, and public area Attendant with daily duties
• Train and coach colleagues on expected standards of service
• Conducts daily inspections of guestrooms and floors
• Be knowledgeable on all current guest services and events in the hotel
• Inspects show rooms, guestrooms, guest elevator foyers, storage and supply rooms, and Room Attendant's carts and closets to ensure the quality of work of the housekeeping team
• Notify Room Attendant/House Attendant of any deficiencies found, and return to correct when applicable. Re-inspect corrected room.
• Physically check discrepant rooms to ascertain status. Confirm status of all rooms at end of day.
• Reports any damage, special cleaning, change of soft furnishings etc. to the relevant department/s on any issues in all areas of the hotel
• Confirm that all daily duties are completed to standard by: Room Attendants and House Attendants
• Must be able to perform all Room Attendant and House Attendant duties
• Work with all Housekeeping staff to maintain and improve guest service scores
• Ensures all guestrooms have proper furniture; fixtures and amenities and that all set standards for placement are being followed

• Ensures all Lost and Found items are sent to Security.
• Ensures any Health/Safety matters are reported and followed up
• To check any late check outs and non-checked rooms for update on a daily basis.

Systems & Procedures:

• Log and inform your manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals
• Complete all duties and ensure a concise hand over

Guest service and Employee Relationships:

• Always Recognize and greet the guests first
• Respond to any reasonable tasks as assigned by superiors
• Provide efficient, friendly, and professional service to all guests
• Guest needs and requests are anticipated and acted upon immediately in an efficient manner. Requests outside area of authority are referred immediately to the appropriate personal and followed up on to ensure the Guest is ultimately satisfied
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise
• Work together with trust so that colleagues and management meet the goals of the department/Hotel
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency
• Take every opportunity to be a salesperson by active selling of special promotions and facilities available within the Hotel
• Implement the Accor values and Accor customer vision to 'Offer the Best Service to Our Customers'
• Colleagues and superiors of the hotel are always dealt with in a polite and helpful manner. Ensure good relationships are always kept with colleagues and superiors and report any personnel differences that may threaten the cohesion of the team and colleagues
• Responsible for the acquisition and maintenance of all corporate/travel trade/leisure/government/niche/mice/international clients of the hotel
• Listen to clients' requirements and present appropriately to make a sale, negotiate the terms of an agreement and closing the sale
• Cold call potential clients via telephone and emails and arrange meetings for new business
• Regularly attend/host events where top clients and new clients are entertained

Environmental and Social Responsibility:

• Work closely with the hotel in participating where possible in community-based projects
• Maintain awareness of new initiatives and the continuously growing social economic Program of the hotel
• Assist with power and electricity usage by not having lights or any electrical appliance on that could be switched off when not in use
• Participate and actively control all forms of waste and ensure accurate recycling of all glass, papers, plastics, aluminium, and steel form all areas to waste
• Actively participate in all social development drives with local communities and initiatives
• Actively participate in the food & beverage waste program of the Hotel
• Reduce the use of paper by not printing unnecessarily and recycle used paper

General and other Duties:

• The above listed criteria identify the key areas of responsibility of the position and are not all-encompassing description of duties and tasks. The above criteria will be subject to ongoing review and adjustment
• The position required the employee to perform tasks in any area of the hotel as requested by Management from time to time
• Abide by Accor policy on EEO and Harassment in the workplace
• Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment, and victimization
• The position required the employee to maintain a high standard of personal appearance and hygiene and ensure that uniforms meet with the Hotel's requirements and in line with the desired image of the Hotel
• Ensure security and protection of Guests the belongings as best possible, report any items left behind by guest
• Be committed to the safety of Guests at all times and report any suspicious activity in the hotel to the Manager
• Practice Safety at all times including constant awareness of safety hazard
• Reports to work on time and according to posted schedule
• Agree to continuously improve and develop his/herself, by attending scheduled training courses as directed by Management and being committed to making the absolute most of the given opportunity
• Be committed to the highest level of service to the Hotel Guests, courtesy to fellow colleagues and a commitment to all environmental social and developmental training initiatives

Hygiene / Personal safety / Environment:

• Ensures the application of hygiene, safety, and environment regulations
• Applies and ensures application of the hotel's security regulations (in case of fire etc.)
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc.)
• Is responsible for the security of people and property in the area under his/her remit

QualificationsGrade: 12

Accor