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Housekeeping Operations Supervisor
2 months ago
POSITION SUMMARY:
1. The Assistant Manager of Housekeeping Services plays a crucial role within the Housekeeping team, consistently anticipating the needs and expectations of every guest.
2. This position requires exceptional hospitality, communication, and organizational skills, along with strong decision-making capabilities.
3. With a keen eye for detail, the individual is fully responsible for ensuring a high-quality experience for guests in both Staterooms and public areas.
4. The Assistant Manager will take complete ownership of the upkeep and aesthetic appeal of their designated areas, ensuring impeccable service in all guest-accessible spaces.
5. Additionally, this role encompasses the operational oversight of all Housekeeping functions for premium suites, assigned decks, and the daily cleaning activities of public and crew areas, including the pool deck.
6. This position provides essential support to the Housekeeping Manager in achieving departmental objectives and maintaining daily operations in both Housekeeping and Laundry to established standards.
7. The individual will exhibit excellent training, leadership development, and recognition skills with supervisors and crew members, maintaining a strong presence on the floor to ensure team members deliver outstanding customer service through consistent execution of their duties.
8. This job description does not imply that these are the only responsibilities to be performed by the employee in this role. Employees may be assigned additional job-related tasks by their supervisor or management.
9. All responsibilities must be carried out in accordance with the Company's Safety, Quality, and Environmental standards, as well as Royal Caribbean International's brand standards, SQM standards, and USPH guidelines.
10. In alignment with Royal Caribbean International's values, each employee is expected to conduct themselves in a professional and courteous manner, which includes respectful interactions with guests and fellow employees.
Qualifications: External Candidate
1. A minimum of one year of managerial experience in Housekeeping within a large 4- or 5-star hotel (500+ rooms), cruise line, or related hospitality field is required, with demonstrated experience supervising a team of at least 10 employees.
2. A combination of education equivalent to a high school diploma or other educational, training, or experiential background that provides the necessary knowledge, skills, and abilities.
3. Comprehensive understanding of proper cleaning techniques, chemical handling, safety procedures, and equipment usage, including personal protective equipment and job safety analysis related to chemical handling and heavy equipment management.
4. Ability to effectively engage with both internal and external guests, some of whom may require a high level of discretion, patience, tact, and diplomacy.
5. Flexibility to manage, guide, and motivate a diverse Housekeeping Supervisor team in a dynamic work environment.
6. Capability to utilize and implement the progressive disciplinary action process through coaching and counseling to enhance performance when necessary.
7. Ability to work collaboratively and positively within a diverse team environment to meet established time frames for Housekeeping operations.
8. Proficient in computer usage, internet navigation, and familiarity with various software applications such as Excel, Word, or related company programs (SQM, OCIMS, Fidelio, LGA, Medallia, Kronos, etc.).
9. Completion of high school or equivalent education is required.
10. Demonstrates a results-oriented management style with a track record of success.
11. Focus on operational goals where training, leadership development, and recognition of overall team performance are essential.
12. Specific knowledge of principles and processes for delivering exceptional customer service, including needs assessment, problem resolution, strong attention to detail, and achievement of quality service standards.
13. Must be able to apply and manage the progressive disciplinary action process through coaching and counseling to improve performance when feasible.
14. Ability to communicate diplomatically with managers and shipboard employees to resolve issues and negotiate amicable solutions to challenges.
15. Successful completion of Omnia assessments, both Cognitive and Behavioral.
