Housekeeping Supervisor Job at MCR Hotels in West Haven

Overview

Join to apply for the Housekeeping Supervisor role at MCR Hotels in Hampton-West Haven, CT.

SECTION ONE: MCR Universal Role Standards

Executive Summary: CLEANLINESS and FRIENDLINESS! The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.
• Spotless Cleanliness
• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Patching In: Cleanliness is a team effort; everyone may pitch in to clean guest rooms and public spaces as needed.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.
• Product Consistency & Quality
• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, with nametag and smiling.
• Teamwork
• Communication: Clear, honest, and professional communication between Team Members.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and guests.
• Collaboration: Commit to working together to create a welcoming environment and a positive workplace.

SECTION TWO: Housekeeping Supervisor, Role Specific Duties and Expectations

The Housekeeping Supervisor is responsible for cleaning and preparing efficient operations of the Hotel including rooms, front and back of house, public areas, and laundry. The Supervisor is responsible for assuming the duties of the Executive Housekeeper in their absence, including the daily management of the housekeeping staff. Supervisors may clean guest rooms and public spaces on days not covering the Executive Housekeeper duties, including but not limited to guest rooms, public spaces, public restrooms, meeting rooms, exercise room, pool, and guest laundry facility.

• Manage Guest Request Log: Review log daily to ensure that all requests have been met, taking proactive steps to address problems before they occur.
• VIP Management: Monitor all VIPs, special guests, and requests.
• Oversee Housekeeping Team: Conduct daily stand-up with the team to review objectives and confirm checklists are assigned and prepared for the day in the absence of the Executive Housekeeper.
• Room Inspection: Inspect rooms and ensure quality and cleanliness in the absence of the Executive Housekeeper.
• Storage Rooms: Maintain organization and cleanliness of storage rooms, mechanical rooms, housekeeping closets and main housekeeping laundry room.
• Pre-Cleaning Duties: Stock guest supplies, cleaning supplies, and linen for housekeeping cart setup.
• Trash and Linen Removal and Replacement: Remove trash and dirty linen; replace bed linens and replenish supplies.
• Deep Cleaning: Conduct deep cleaning activities as needed with maintenance.
• Departmental Meetings: Conduct daily department meetings in the absence of the Executive Housekeeper.
• Supply Management: Maintain stock of housekeeping and laundry supplies; order as needed monthly/quarterly.
• Inventory: Conduct monthly and quarterly inventories.
• Maintenance Requests: Monitor work orders and submit to Engineering; follow up in the absence of the Executive Housekeeper.
• Status Reports: Balance and clear room status nightly; resolve discrepancies in the absence of the Executive Housekeeper.
• Lost and Found: Maintain policies for lost and found.
• Chemical Safety: Monitor proper use and compliance with hazardous chemicals per OSHA.
• Key Control: Maintain a key control system for the department.

SECTION THREE: Success Metrics

Happy Guests

• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return

Spotless Cleanliness

• GM/AGM Spot Checks
• Leadership Walk-throughs (RVP, etc.)
• Guest Ratings/Reviews

Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Teamwork

• Management Performance Ratings

SECTION FOUR: Qualifications & Requirements

• Experience in a hospitality, service, consumer-facing franchise or related field preferred. Supervisory experience preferred.
• Can-Do Attitude: Positive attitude and willingness to learn.
• Ability to Follow Guidelines: Understand and follow established guidelines and procedures.
• Handle Pace and Pressure: Work well in stressful, high-pressure situations.
• Listening, Conflict Resolution: Effective at listening, understanding, clarifying, and resolving concerns of co-workers and guests.
• Communication Skills: Convey information and ideas clearly.
• Hospitality and Guest Service: Desire to serve all guests.
• Age Requirement: 18 years or older.
• Schedule and Travel: Willing to work a varied schedule including evenings, nights, weekends, and holidays.
• Clock-in/Out: Arrive on time, clock in/out as scheduled; no working off the clock.
• Breaks: Clock in/out for breaks as scheduled.
• Call Outs: Provide sufficient notice when calling out for a shift.

Physical Working Demands & Working Environment

Required: The physical demands described are representative of those needed to perform essential functions. Employees are regularly required to stand, type, bend, lift up to 25 pounds, and inspect details at various distances.

Note: This job description does not limit duties; accommodations may be provided where feasible. This position is at-will.

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, offices in New York City, Dallas, Chicago, and Richmond, VA.
• MCR has a $5.0 billion portfolio of 148 hotels with 22,000+ guestrooms across 37 states and 106 cities.
• More than 7,000 team members; operates hotels under Marriott, Hilton brands and others.
• Recognized as an innovative travel company in 2020; multiple awards.
• Examples of award-winning projects, including TWA Hotel at JFK.

What we offer / What’s in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance — available after 30 days for full-time team members

Other job details: West Haven, CT; New Haven, CT reference and salary ranges shown in the original posting.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management

Industries

• Facilities Services

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New Haven, CT compensation range: $127,200.00-$225,225.00

Associate Director of Facilities Maintenance Operations – Connecticut

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