Accommodation Supervisor

4 weeks ago

Dublin, Dublin City, Ireland The Shelbourne Hotel Full time

Marriott's Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features. Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles. Be a part of our team and deliver an innovative guest experiences that resists predictability.

JOB SUMMARY

Responsible for assigning and supervising the activities of associates to ensure a high degree of excellence/maintenance in guest rooms, suites, corridors, fire exits, stairways, service areas and service rooms on assigned areas/floors that are equal to the high level of guest and management expectations. To ensure that turndown service provided by the nightly refresh attendants is carried out to the highest degree. To ensure the smooth running of the Housekeeping Department in the absence of the Executive Accommodation Manager/Assistant Accommodation Manager.

Key Responsibilities:
  1. Operations: Assists in the daily operational duties of the Accommodation department. Ensures compliance with Marriott Operating Standards to maintain brand integrity.
  2. Guest Satisfaction: Strives to meet or exceed customer expectations.
  3. Human Resources: Assists in maintaining the Marriott culture.
  4. Financial Management: Assists as needed in managing the Accommodation function operating budget and capital expenditure budget to achieve or exceed budget expectations.
Job Duties:
  1. Report for work at scheduled time ensuring appearance and presentation meets the required standard.
  2. Prepare yourself for each shift by ensuring that you are aware of all information by reading the memo board and taking part in handover and 15-minute training. In absence of the Executive Accommodation Manager and the Assistant Accommodation Manager please lead the meeting.
  3. Ensure Service Standards are being delivered consistently.
  4. Handle any guests' problems or complaints in an understanding and hospitable manner. Resolve through the LEARN process. Strive to achieve single contact resolution for our guest.
  5. Maintain a professional image and ensure associates comply with the uniform and grooming policy.
  6. Ensure you can speak The Shelbourne history - have your history sheet with you at all times.
  7. Collect work sheets, keys and phone/bleep from the Housekeeping office.
  8. Responsible for the training of all Accommodation Assistants and Floor Porters.
  9. Ensure all floors are stocked properly and adherence to all pars.
  10. Prepare worksheets for the day when needed and assigned. Take action if it looks like we will be short staffed.
  11. Assist in the handing out and control of keys and worksheets to associates.
  12. Assign special duties, e.g. VIP's, RITE care and shampooing to associates.
  13. Inspect all vacant ready rooms/occupied ready rooms and report any discrepancies to the Housekeeping Office/Front Office immediately.
  14. Meet and greet the guest with a smile. Ensure that you are offering assistance at all times. Use the guest name when possible.
  15. Use proper telephone etiquette as per the LSOP.
  16. Lead by example in all you do.
  17. Ensure that the standards of all rooms is equal to a high degree of excellence as per the Brand Standards.
  18. Be responsible for the input of the status of guest rooms.
  19. Check associates trolleys, suitcases, chemical buckets and Hoovers to make sure they are always clean and tidy.
  20. Supervise/document the changing of any soft furnishings and any other upholstery in need of change, repair or cleaning.
  21. Assist in carrying out inventories of linen and other items in guest rooms as directed by Executive or delegate.
  22. Ensure associates are working at all times and that they are fully equipped with the supplies and tools they need to take care of the guest.
  23. Display hospitality skills when dealing with guests and associates.
  24. Must respond to all guest requests in a prompt and courteous manner.
  25. Develop a team spirit among the housekeeping department.
  26. Attend all departmental meetings and actively participate, share best practices. Identify training needs of team.
  27. Attend training sessions both internal and external.
  28. Report all disciplinary and grievance matters immediately to Executive Accommodation Manager/Assistant Accommodation Manager.
  29. Assign work to the evening associates and check that all associates have the relevant tools for the job.
  30. Check standard of rooms turned down by the nightly refresh attendants.
  31. Ensure that all guest corridors are patrolled and any repairs needed are reported.
  32. Collect guest preference notes from the Accommodation Assistant to be logged.
  33. Remove any room service trays and trolleys on the guest corridors and place them in the lift landing.
  34. Check public areas of the hotel throughout the evening.
  35. Check back of house areas of the hotel throughout the evening to ensure that all late duties have been carried out to the correct standard.
  36. Communicate with Front Office regarding extra departures, room moves etc.
  37. Check that the Nightly Refresh Attendants have replenished the Accommodation Attendants suitcases in preparation for the next morning.
  38. Before going off duty patrol all guest floors ensuring that all Housekeeping equipment is removed.
  39. Ensure that loaded items are logged and returned in conjunction with DTS.
  40. Complete guest room report as needed for damages to hotel property or extra cleaning in conjunction with Loss Prevention/Security.
  41. A key check MUST take place per shift. Discrepancies need to be reported to Loss Prevention/Security immediately.
  42. It is important that the Accommodation Supervisor is alert at all times; they need to be observant and quick to make decisions.
  43. Taking part in making the schedule.
  44. Ensure that disciplinary action is taken together with the Assistant Accommodation Manager/Accommodation Manager when needed.
  45. Celebrate success of the team, with the team.
  46. Complies with all current Marriott standard and local policies and procedures.

Skills:
Organisation, Communication, Good time management, Hospitality

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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