Evening Housekeeping Supervisor Job at MCR Hotels in Miami

Executive Summary

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

• Areas of Excellence: Happy Guests, Spotless Cleanliness, Product Consistency & Quality, Teamwork

Duties and Expectations

• Happy Guests
• 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.
• Pitching 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, while wearing a nametag and smiling at all times.
• Teamwork
• Communication: Communication between team members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All team members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

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 are required to clean guest rooms and public spaces on days they are not covering the Executive Housekeeper duties. This may include all guest rooms, public spaces, and facilities such as public restrooms, meeting rooms, exercise room, pool, and guest laundry facility.

Other Duties And Expectations

• 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: Complete 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 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 from guest rooms, 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 by ordering as needed.
• Inventory: Conduct monthly and quarterly inventories.
• Maintenance Requests: Monitor work orders and submit to Engineering; follow up to ensure completion 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 procedures and policies.
• Chemical Safety: Monitor proper use of hazardous chemicals per OSHA standards.
• Key Control: Maintain a key control system for the department.

Success Metrics

• Happy Guests: Management Performance Ratings; Guest Satisfaction Scores/Intent to Return
• Spotless Cleanliness: GM/AGM Spot Checks; Leadership Walk-throughs; Guest Ratings
• Product Consistency & Quality: Checklist Tracking; Management Performance Ratings; Guest Ratings
• Teamwork: Management Performance Ratings

Qualifications & Requirements

• Experience in 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.
• Communication Skills: Clear conveyance of information and ideas.
• Hospitality and Guest Service: Desire to serve all guests.
• Age Requirement: 18 years or older.
• Schedule and Travel: Willing to work varied schedule including evenings, nights, weekends, and holidays.
• Clock-in/Out: Punctual; do not work off the clock.
• Breaks: Clock in/out for breaks as scheduled.
• Call Outs: Provide sufficient notice when calling out.

Physical Working Demands & Working Environment

The physical demands described here are representative of those required to perform the essential functions. While performing duties, the employee is regularly required to:

• Stand or remain stationary for long periods (3-4 hours at a time).
• Type on and operate computers and office machinery; data entry and related tasks.
• Bend, stoop, crouch, lift and transport up to 25 pounds; move throughout the hotel and rooms.
• Inspect details at close and long range.

Note: This job description does not limit the duties to be performed. The employer reserves the right to change or assign other duties. This document does not create an employment contract; at-will employment applies.

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, Virginia.
• MCR portfolio and team details as provided.

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