HOUSEKEEPING SUPERVISOR INNSiDE Luxembourg (M/F/D)

OPERATIONS  

• Efficiently and responsibly manage, oversee, and monitor all tasks assigned by the Housekeeping Manager. 

• Inspect both vacant and occupied rooms assigned for inspection, ensuring that each room is in excellent condition in terms of cleanliness and maintenance and complies with all established brand standards. 

• Supervise the tidiness and cleanliness of the housekeeping carts at the start, during, and end of operations, and provide immediate assistance to staff with daily needs. 

• Complete assigned checklists for room inspections. 

• Inform housekeeping staff about VIP guests, specific cleaning schedules, guest complaints, follow-ups, daily deep cleaning tasks, and other relevant information. 

• Inspect guest rooms and common areas to ensure they meet standards. 

• Ensure that the team under their supervision complies with all safety procedures, cleaning protocols, room standards, eco-friendly initiatives, proper use of chemicals, conservation programs, terminology, and any other established guidelines. 

• Alongside the Assistant Housekeeping Manager, manage assigned personnel and allocate daily workloads accordingly. 

• Maintain control of master keys, equipment, supplies, and any materials needed by staff to perform their duties, always ensuring adequate stock. 

• Handle guest complaints professionally, taking ownership and resolving them effectively. 

• Utilize digital tools to send tasks to other departments, update room statuses, and manage guest requests for the department. Ensure that all guest requests are fulfilled within 15 minutes. 

• Monitor compliance with Brand Standards, Sensory Architecture, Cristal, AAA, Mystery Guest, and other evaluation protocols. 

• Conduct training for new staff members during their supervision shift. 

• Occasionally or as needed, cover the tasks of the Assistant Housekeeping Manager or support with specific tasks such as inventories, orders, administrative duties, or task assignment and daily work distribution for housekeeping and cleaning staff. 

ECONOMIC-FINANCIAL 

• Be knowledgeable of their department's budget 

• Is knowledgeable of the department's economic performance 

• Is knowledgeable of the economic goals of the hotel and their department, as well as their fulfilment. 

HUMAN RESOURCES 

• Support and participate in the development plans of core staff and trainees (if applicable). 

• Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, Melia Listens, E-melia, development plans, Inspiring Opportunities, Graduates Programs, Code of Ethics...). 

• Identify high potential staff, as well as actively participate in the development of the team and trainees (if applicable). 

• Support the implementation of action plans that impact on the commitment and climate of the team.  

• Encourage the participation of their team in the wellness programmes available at the Hotel.  

• Promote the use of social media following the guidelines established by the company. 

CUSTOMER EXPERIENCE 

• Be knowledgeable of the Brand philosophy, implementing the standards, operational and identity manuals that apply to their department.  

• Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.  

• Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found. 

• To know and participate in the achievement of the objectives of the Voice of the Customer and to ensure that these objectives are met, participating in the improvement plans established in their area. 

• Be knowledgeable with the Sensory Architecture established for their areas and ensure compliance with it. 

• Be knowledgeable of the hotel's services and facilities as well as the entertainment programme, experiences and events, ensuring that the team has all the information to be able to promote them to guests. 

HEALTH & SAFETY// HEALTHY WORKPLACE 

• Be knowledgeable of the hotel’s evacuation plan.  

• Support in the responsibilities assigned to them in the Centre's Self-Protection Manual or local equivalent in other countries. 

• Be knowledgeable of the methods, work procedures and risks inherent to their activity. 

• Be knowledgeable of the individual protection equipment of the department and to support in its correct implementation and use by means of the corresponding training actions. 

• Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.