Housekeeping Operations Supervisor

3 weeks ago

London, Greater London, United Kingdom Royal Caribbean Group Full time

POSITION SUMMARY:

1. As a vital member of the Housekeeping department, the Assistant Manager of Housekeeping Services is dedicated to anticipating and fulfilling every guest's needs and expectations.

2. The Assistant Manager must exhibit exceptional hospitality, communication, and organizational abilities, along with strong decision-making skills.

3. With a sharp focus on detail, this individual is fully responsible for ensuring the quality of guest experiences in Staterooms and communal areas.

4. The Assistant Manager will take complete ownership of the upkeep and aesthetic appeal of their designated areas, whether Staterooms or public spaces, ensuring impeccable service throughout all Guest Areas.

5. Additionally, this role encompasses the operational oversight of all Housekeeping functions for premium suites, assigned decks, and daily cleaning activities in public and crew areas, including the pool deck.

6. This position directly supports the Housekeeping Manager in achieving departmental objectives and maintaining day-to-day operations in both Housekeeping and Laundry to established standards.

7. The Assistant Manager demonstrates exceptional 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 position. Employees may be required to undertake additional job-related tasks as assigned by their supervisor or management.

9. All responsibilities must be executed in alignment 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 accordance 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 proven experience supervising a team of at least 10 employees.

2. A combination of education equivalent to a high school diploma or any other relevant education, training, or experience that provides the necessary knowledge, skills, and abilities.

3. Comprehensive understanding of proper cleaning methods, chemical handling, safety procedures, and equipment usage, including personal protective equipment and job safety analysis related to chemical handling, lifting, and garbage removal.

4. Ability to effectively engage with both internal and external guests, some of whom may require high levels 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 implement and administer the progressive disciplinary action process through coaching and counseling to enhance performance where applicable.

7. Ability to work collaboratively and positively within a diverse team environment to meet established timelines 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 is mandatory.

10. Demonstrates a results-oriented management style with a track record of success.

11. Must prioritize 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 implement and manage the progressive disciplinary action process through coaching and counseling to improve performance where 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.

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