Superviseur(e) de l’entretien ménager / Housekeeping Supervisor

at  Four Seasons

ABOUT FOUR SEASONS:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

QUALIFICATIONS ET COMPÉTENCES SOUHAITÉES

• Éducation : Diplôme collégial dans un domaine connexe préféré;
• Expérience : 1-2 ans d’expérience en hôtellerie de luxe dans un rôle de supervision opérationnelle;
• Une expérience en informatique et une connaissance des principaux PMS de la réception sont indispensables;
• Compétences et aptitudes : Capacité à lire et écrire efficacement en français et en anglais. Une troisième langue est un atout;
• Compétences claires en supervision et en leadership;
• Personnalité digne de confiance et utile à tous les membres de l’équipe de divers départements;
• Capacité de superviser un groupe important et diversifié d’individus;
• Capacité à changer de cadence de travail et à se déplacer confortablement dans différents domaines de responsabilités;
• Capacité à travailler en mouvance, la plupart du temps debout, et soulever, tirer ou pousser des charges pouvant atteindre 25kg.

DUE TO LOCAL LAWS, WE PRIORITIZE APPLICANTS WHO HAVE PERMISSION TO WORK IN CANADA, AND ARE FLUENT IN BOTH ENGLISH AND FRENCH, BOTH ORALLY AND IN WRITING.

The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service.

JOB SUMMARY

The Housekeeping Supervisor is a role that focuses on supporting the day-to-day operations of the Housekeeping Department, in particular the coordination of the daily housekeeping Room attendant operation. They support the housekeeping leadership and supervisory team by ensuring room attendant productivity, dispatching guest requests and following up on completion.

DESIRED QUALIFICATIONS AND SKILLS

• College degree in related field preferred;
• 1-2 years luxury hotel experience in an operational supervisory role;
• Experience with computers and knowledge of key front office PMS is a must;
• Ability to read, write in French and English. Foreign language is a plus but not required;
• Clear supervisory and leadership skills
• Trustworthy and helpful personality to all team members in various departments
• Ability to supervise a large and diverse group of individuals;
• Ability to shift gears and into different areas of responsibilities comfortably;
• Ability to work in motion, mostly standing, and lift, pull or push loads up to 25kg.

CORE RESPONSIBILITIES

• Assign (or follow up on assigned) the rooms to be cleaned for departure and day service to house attendants.
• Take the requests comes from different channels, and departments to complete the request. (FS Messenger, Hotsos, telephone, email)
• Plan and assign lunch breaks for Rooms attendants
• Distribute the tasks and coordinate with Housekeeping team to make the request happens.
• Tidy the housekeeping office and make sure all the supplies are in order.
• Escalate any guest and/or operating supply needs to management for ordering.
• Ensure attendance of Room attendants and Housemen;
• Perform Rooms Inspections to Four Seasons standards as needed;
• Responsible for training and coaching of hourly employees as needed;
• Conducts standard testing and record performance management as needed;
• Support all efforts regarding all Key Performance indexes scores relating to service. (LQA, Forbes, Medallia);
• Supports training and accountability within the team to achieve high results above benchmarks. Coaches Teams based on performance in order to achieve these standards;
• Take action in all matters related to the safety, security, satisfaction and well-being of hotel guests;
• Responds swiftly and effectively in any hotel emergency or safety situation;
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible with guidance of Management Team;
• Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone or via other technologies (CHAT);
• Ensure property cleanliness at all time with highest hygiene standards in mind and are representative of Four Seasons – across entire property;
• Adhere payroll procedures: Ensure team members punches according to policy;
• Complies with Four Seasons’ Work Rules and Standards of Conduct as set forth in the Employee’s Manuel EmPact;
• Assists Housekeepers as required. Helps move beds and furniture, turns mattresses, removes or hangs sheers and drapes.
• If it requires, picks up and delivers guest request items on a timely basis such as Irons, Ironing boards, Cribs and Roll-away beds.
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers and other supervisors;
• Executes any other related task.

NON-ESSENTIAL FUNCTIONS

• Assist Assistant Housekeeping management with responsibilities and duties in the absence of or due to heavy volume;
• Provide basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service;
• Always lead by example and support team members with their needs regarding to training, scheduling or tools to perform their duties.

THE LIST OF TASKS SPECIFIED ABOVE IS NOT EXHAUSTIVE, THE FUNCTION WILL REQUIRE A CONSTANT ADAPTATION TO SITUATIONS OF HIGH ACTIVITY AND SPECIFIC MANAGEMENT OF CUSTOMER RELATIONS.

*Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws.