HK Supervisor Detailed Job

I will explain one by one all the job description that I mention on my post and give some work related experience based on the job description.


1. Assigns workers their duties and inspects work for conformance to prescribed standards of cleanliness.

Every morning before our room attendants will go to their respective area, they will wait the supervisor to get their respective assignments. In the assignment given each on them, it shows how many check outs, occupied and newly check in they are going to clean for the period of 8 hours depending on the guest request. Some guest request to clean their room before they will leave the hotel to attend their respective appointments. Be sure to follow the request of the guest and observe which guest will arrived late during the day or before the guest leave you can ask all of them. Actually, they won't leave the hotel in an instant, I mean they go out one by one so you will have time to ask them except those guest who check-in as a group.

Group guest will leave the hotel as a group so you are unlucky if all of them will be assign in your area. If that is the case, room attendants should consult their immediate supervisor what they are going to do. The supervisor will assign another attendant to help the person to finish immediately the rooms assign occupied by group guest.

Every now and then, the Supervisor will constantly check the works of the attendant if they follow the standard way of cleaning. We also check the occupied room specially group guest to avoid complains.

2. Investigates complaints regarding housekeeping service and equipment, and takes corrective action.

We cannot assume that 100% complains free. Even 5 star hotel will experience different kinds and types of complains from different guest. Most of the time guest will complain because of poor cleanliness and and late or delayed service.

For example, a guest who occupied a room for several days and the room attendant didn't clean properly because of rush hour, as a supervisor we should talk to the guest and listen to what he complains. Most of the time, when guest complain in one thing, they will carry all other complains that they might forget already. Be sensitive to what the guest feelings. Apologize the guest even you as supervisor the guest find a reason to be treated like a lion that anytime he/she will swallow you. Let him/her speak until finish. In the hotel I working, we used Opera system all departments to give access all needed details related to the guest. As a supervisor we will update his/her profile, giving an alert to all departments that "we should take care those guest" when they will come again. By doing this, we can prepare what his/her special request during his/her stay in the hotel.

Some guest complains about the amenities and some furniture and fixtures inside the room. We always the things that are possible to give and also if it is available at hand. For example we provide medical pillows upon request, special pillow for those who are allergic of feather pillows, some equipment from the gym they want it to be inside their rooms, etc.

3. Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.

Before the beginning of the shift, supervisor take note all the necessary rooms that are going to clean. Make priority those who are book for early arrivals. It will appear in the systems which rooms are arrivals and the time the guest will arrive. Aside from check outs that showing arrivals. Some rooms also showed arrivals even still occupied. It means the guest will check out anytime of the day and there are guest book for those rooms.

When the data needed already gathered, it's the time to designate whose room attendant will clean the rooms. Mostly, we clean first those rooms that are arrivals for booking guest. Occupied rooms will be clean after cleaning those arrival rooms depending on the guest request what time they want their rooms to be clean.

If in case, the guest need early morning cleaning, supervisor and room attendant will see to it that it won't conflict with the arrivals so that no complains will happen later.

4. Coordinates work activities among departments.

Housekeeping is only one departments in every hotel industry. We should coordinate to other departments to have a better and smooth operation. Mainly, we are close to the reception. They are the one update about the guest profile and rooms status if it is occupied or check outs. It happened many time we check the rooms because it's already showing check out in the system but when I enter the room, still occupied. If no guest, luggage is there. Some guest, coordinate with the reception that they are going to check out on a specific date and time so the reception will change the status with the agreed date and time finished. Without knowing that the guest or luggage still in the room. We always communicate with the reception and vice versa. 

Aside from the reception, we also coordinated with Engineering department. Any defects and problems inside the room, the department should be inform immediately. Common problems we encounter; aircon not working, telephone, tv and electrical outlet not working. Those are the common problem we encounter everyday.

5. Conducts orientation training and in-service training to explain policies, work procedures, and to demonstrate use and maintenance of equipment.

Every morning before we start doing our daily work routine, supervisor will conduct short briefing. Within 15 minutes all problems and complains discuss with the room attendant and come out with the preventive measure and avoid repeating the mistakes. That is the best time to communication the whole group and talk about we are going to do if there picky guest coming.

We also discuss some new rules and updates from the management. Especially new set-up of the rooms, cleaning methods and any other thing that can give impression to our guest.

New equipment arrived, supervisor will show to all room attendant how to operate. How to apply new brand chemicals and new time schedule for all the staffs.

6. Inventories stock to ensure adequate supplies.

Every month we will undergo monthly inventories in all the supplies we are using in the rooms. This task to be done by the supervisor alone or together with another supervisor.

We will count all the following items and supplies:

bath towels

bidet towels

face towels

hand towels

single sheets

double sheets

 king sheets

duvet cover

small pillow case

big pillow case

bath mat

Note: every hotel different set-up standard and not all items mention above are used in any other hotel.

Amenities inventory controlled by the order take not the supervisor but in some hotel it also included in the supervisor task.

7. Evaluates records to forecast department personnel requirements.

Supervisor should know the required staff in every shift. Depending on the total check  outs and occupied rooms. There are times that the staff took leave for health problem and also you consider the weekly day off. In some cases, staff allowed to have rest day but supervisor don't have.

Everyday you will monitor the total occupancy of the hotel, how many guest will going check out so you can assign and manage staff to take charge all the duties on that particular week.

In Middle East, staff are compulsorily give Ramadan and Hajj leave. So, supervisor will calculate the required staff on that days base on the occupancy of the hotel. If there were unexpected guest will check in like walk-in guest. Supervisor can designate additional staff or all the remaining staff who have work on that day will undergo overtime to cover the work assignments.

8. Makes recommendations to improve service and ensure more efficient operation.

3 times a weeks all supervisors have 2 hours briefing and open forum with department head. We recorded all unusual problems we encounter in relations to our guest. We will discuss all possible solutions to avoid the incidents happen again. Everyday we are roaming around within the vicinity of the hotel including rooms. We will get the data from our room attendant and public area staff. We will draw a recommendation to our manager and decide what will be out first action about the problems.

Our manager will make plans what are the things that we need to priorities. Constant briefing and meeting with our managers we can solve the problems soonest possible that cannot harm with our guest.

Every week we have a room division meeting with Director of Rooms and other supervisor from Reception and other departments. I highly admire the coordination we did in the hotel. That is the reason why we have hundreds of regular guest coming to the hotel even some of them already raised a series of complains on their previous stays.

9. Prepares reports concerning room occupancy, payroll, and department expenses

Supervisor will prepare all the reports from morning to afternoon if he work on morning shift. We constantly check the system to find out which rooms already check outs and need immediate cleaning.

9:30am room attendant will start knocking the door of each rooms to know if their are guest or guest already check out. Most of the time they will finished it at 10am. Supervisor will take the report from room attendant actual checking of each rooms.

10:30am supervisor will submit the copy of the report to the reception to coincide their records and also to the accounting for billing purposes.

4:30pm room attendant will again check each rooms, which rooms occupied, new check-in and check outs. 5:15pm - supervisor will make the afternoon report to be submitted to the reception and accounting.

10. Selects and purchases new furnishings.

Supervisor will recommend furniture and fixtures to be purchase by purchasing department. Besides, all defective parts of the rooms or within the hotel vicinity will be replace depending upon the agreed replacement. If ever there are additional furniture or fixture provided in the rooms, supervisor also check it if it's really necessary and cannot destruct the rooms arrangement and won't bother the comfort of the guest.

Special request from the guest such as medical pillows and other type of pillows and gadget that can be used by the guest specially if sickly. Supervisor will coordinate to their immediate manager for the request of the necessary furniture and fixture and any other request for immediate approval.

11. Performs cleaning duties in cases of emergency or staff shortage.

This is the worst thing that a supervisor can make if incase there will be a shortage of staff due to sicknesses. We cannot force our room attendant to come on duty while they are sick. Supervisor should maximize the manpower. If overtime is not possible, the supervisor will do a task that is not their normal routine. 

In a case to case basis only. I've been working in a 5 star hotel and we have enough staff but there are times that I will help my room attendant to do their job to shorten the time. Mostly it happened during peak season. You need to remove your vest and help the roomboy to clean the room specially if the guest already waiting at the lobby or lounge.

Supervisor job is tough, that is the reason why I refuse the latest job offer because of the salary given to me. Not deserve for my hardwork and effort for the job I'm going to do.

12. Examines building to determine need for repairs or replacement of furniture or equipment, and makes recommendations to management.

The manager depends on the eyes of every supervisor who always round and check the whole rooms and surroundings. Supervisor will be the first to know which part of the rooms or buildings need immediate repair. To lessen the task, supervisor might channeled the task to all staff to check and report immediately to the supervisor any parts of the rooms and the building need repair for the Engineering.

Sometimes, supervisor are very busy checking rooms and don't have time to check the nearest surroundings so room attendant will do it for the supervisor. If the supervisor know that the staff are busy for some other things because of additional task, supervisor will maximize their time to cover all the works assigned to them.

13. Attends staff meetings to discuss company policies and patrons' complaints.

It depends on the hotel you are working. Aside from the morning briefing we did everyday, we have staff meeting every quarter of the year to know the updates from the staff and also introduce new policies of the hotel if there is.

During the meeting, the manager or the supervisor will inform the staff all complains encountered during the quarter and find solutions to avoid another complains with similar situation.

Supervisor will be the mediator between the staff and the management. Supervisor should be fair in every situation. Don't show any favor between management and the staff. You should think many points to avoid disputes between supervisor and management.

14. Issues supplies and equipment to workers.

We refill amenities every room daily. It means, supervisor will determine how many amenities needed in each room such as shampoo, shower gel, body lotion, toot brush, vanity kit, shower cap, soap and water. Supervisor will give notice to the order taker the supplies needed each room attendant for 8 hours working.

Every month we replenish or replace some supplies such as face towels, bath towel, bath sheet, bed sheet, bath mat, pillow case and duvet cover. Room attendant should show to the supervisor the damage items mention above to request new issue of room amenities and supplies.

Room attendant should report to the supervisor any damage or lost of the items above so that the supervisor will update the records of inventory.

15. Establishes standards and procedures for work of housekeeping staff.

Every month all room attendant will have schedule for different training's related to housekeeping. 

Proper handling of different chemicals

Room attendant commonly use 4 types of chemicals, namely: air freshener, toiler cleaner, multi-purpose cleaner and glass cleaner. Room attendant must know how to apply and where to apply. The most sensitive chemicals is the toilet cleaner - when you apply it to the toilet be sure to leave the bath right away and come back after 10 minutes to avoid suffocation from chemical odor. After after applying the toilet cleaner you can make the bed first before going back to the bathroom to continue your cleaning.

Room attendant also train how to make bed on a standard basis that will minimize the time consume, how to use the industrial vacuum and also how to clean the room step by step.

16. Advises manager, desk clerk, or admitting personnel of rooms ready for occupancy.

Room attendant will clean different room check outs. When the supervisor finished checking the rooms, the supervisor will call in the housekeeping office and let the order taker update or change the room status from dirty check out to inspected check out. It means that the room are ready for occupancy. Any guest can check in the room.

In some cases, reception will call to the manager of the housekeeping to inform that they need specific room number to be assign a specific guest. The manager will call the supervisor to priorities the room number given by the reception or from the Director of Rooms.

Once the room are ready, supervisor will inform the reception that the rooms are ready for check-in. TO be followed by calling the order taker to change the status and also if possible the order taker will inform the manager that the rooms assigned for cleaning, already done.

17. Records data regarding work assignments, personnel actions, and time cards, and prepares periodic reports.

Actually those task are not only controlled by the supervisor. In our office, order taker also assigned to check the work assignments, personnel actions and time records. Every supervisor in our hotel under go order taker training so we can make the work of an order taker. 

Supervisor will check the works assignments made by the order taker. Personnel records is keep in the office through the care of the order taker. Time records will be monitored by the order taker and the supervisor. Inventory reports must be made my supervisor. Some other reports related to housekeeping is assigned to order taker like supplies and chemical inventory.