Career Succession Plan For Senior Housekeeping Supervisor To Assistant Executive Housekeeper

Present Job Role

Future Job Role

Training Required For the New Role

Directs and controls all subordinate housekeeping hosts to ensure that all day to day operational matters are handled on time and guest expectations are met.

Quality Customer Service

· Identify changes in consumer patterns and identify measures for improvements.

· Monitor changes in accommodation and room trends and identify trends that may be introduced.

· Review service standards, identifying and implementing measures for improvement.

· Ensure supervisors are monitoring and effectively maintaining a consistently high standard of customer service on a day-to-day basis.

· Ensure all cleaning and servicing of rooms and guest areas are being effectively supervised and inspected with actions taken to ensure Company and departmental standards are met.

· Attend to and resolve complaints, investigating and taking strategic measures to reduce complaints.

· Respond to all written communications from customers within twenty four hours and within two hours (or as appropriate) from verbal communication.

· The person needs to be imparted with the training of advanced marketing in the field of Hospitality management.

· The person needs to be aware about the statistical situation of hospitality management.

· Observation  abilities and instant decision making power needs to be increased.

· Managerial and human skills to manage people and deal with them in the best possible way.

· Extremely well communication capabilities (Ryan 2015).

Responsible for supervising the turndown attendants, conducting monthly inventories, and assisting the Housekeeping Manager with additional projects for the betterment of the property.

Financial Management

· Forecast long term expenditure relating to anticipated turnover and expected budgets.

· Monitor existing trading patterns against budget.

· Monitor chemical, linen, perishable and consumable costs against budgets and investigate variances.

· Monitor wages costs against budget, rosters and turnover and investigate variances.

· Assist in the development of Annual reports or business plans.

· Ensure all purchases meet the budgetary requirements by using and seeking authorization of purchase orders.

· Complete knowledge of financial management.

· Understanding the process of making budgetary allocations.

· Knowledge of chemical, linen, perishable and consumable products.

· Knowledge of annual report making and other financial reports.

Assigns villas for cleaning as per schedules and monitors the cleaning process.

Human Resources

· Monitor productivity of the department.

· Effectively recruit and select new employees in accordance with the group policies manual.

· Assist with the delivery of orientation programs and other training programs.

· Anticipate long term recruitment needs and act accordingly to minimize disruption to workflow, efficiency and productivity.

· Forecast labor costs on a monthly and annual basis.

· Manage the effective use of group and departmental policies and procedures, employee handbooks and other materials made available to employees.

· Monitor employee satisfaction and identify methods for continual improvement.

· Conduct a weekly meeting of supervisors and quarterly meeting of all employees within the department.

· Provide regular training and development of all housekeeping line employees and supervisors either independently or together on products, services or skills.

· Review and authorize all timesheets prior to payment.

· Counsel employees having difficulty with work related issues, attitudinal problems or conflicts.

· Issue and document written or verbal warnings in accordance with the group policies and procedures manual.

· Conduct annual performance appraisals of all employees within the department.

· Basic knowledge of human resource management.

· Human skills and knowledge.

· Knowledge about counseling the employees as and when required.

Assigns villas for cleaning as per schedules and monitors the cleaning process.

Other Duties and Expectations

· Have a complete understanding of the Company’s vision, mission, ethics and strategies.

· Regularly take part in professional development programs to enhance quality of service, knowledge or skills related to this position.

· Comply with all aspects of regulatory Acts.

· Always act in the best interest of the company.

· To perform fair and reasonable tasks as directed without conflict to these main duties.

· Awareness about the history of the company and all other aspects.

· Legal knowledge about the field in which the person is working.

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate with approval of Executive Housekeeper.

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate with approval of Executive Housekeeper.

Oversees the condition of plants both within and outside the villas and reports any problems to immediate supervisor.

Oversees the mini-bar operation ensuring bars are restocked in a timely and efficient manner.

Oversees the mini-bar operation ensuring bars are restocked in a timely and efficient manner.

Attend any guest requests ensuring the guest satisfaction and fulfillment.

Maintains and adheres to the policy regarding lost and found and reports any security concerns to supervisors.

Handles customer complaints if possible, or reports them to supervisors.

Coaches, counsels, disciplines and develops subordinate Hosts.

Name of Training

1^st Month

2^nd Month

3^rd Month

4^th Month

5^th Month

6^th Month

General Hospitality Management

The employee must be enrolled in a effective online Hospitality Management diploma course which will run for one year till the final certification (Dhar 2015).

Financial Management

When the employee is in the 2^nd month of his or her course in general hospitality management the employee may be put under direct supervision of the Chief Financial Officer of the company for training in finance.

After three months of training in Financial management the training ends with a in-house test by the CFO.

Human Resource Management

The employee is already under the direct supervision of the Human resource manager who may start the training of human resource management under him, the employee may take help from free online resources.

The training in the human resource management ends after three months with a in-house test by the HR manager.

Communication Skills

Enrolled in weekly communication and personality development course of 6 months.

The training ends with certification.