Hotel Cleanliness Supervisor

POSITION SUMMARY

The Hotel Cleanliness Supervisor is responsible for overseeing and supervising the cleanliness and maintenance of guest rooms, public areas, and Heart of the House, ensuring the highest standards of hygiene and brand standards are consistently met. The role requires a variety of skills to ensure smooth and coordinated housekeeping of guest rooms, public areas, Heart of the House, and Laundry operations to drive efficiencies. 

For hotels with an on-site laundry facility, whether in-house or outsourced, the Hotel Cleanliness Supervisor will oversee its operations as required to ensure smooth coordination between laundry requirements in multiple areas of the hotel.  Additionally, they oversee the rotation and management of Hotel Cleanliness Experts to ensure adequate coverage in Guest Rooms and Public Areas requiring heightened attention and adjustments.  They also ensure that Hotel Cleanliness Experts consistently implement and uphold standardized policies and procedures to maintain consistent performance.

CANDIDATE PROFILE 

Interpersonal Skills

• Customer Service Orientation
• Teamwork
• Diversity relations

Personal Attributes

• Safety Orientation
• Presentation
• Dependability
• Integrity
• Positive demeanor

Education: Higher education, diploma or equivalent

Supervisory Experience: No supervisory experience is required

CORE WORK ACTIVITIES

Guest Relations

• Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipate and address guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

Housekeeping Protocol

• Contact Engineering, At Your Service (AYS)/ Delighted to Serve (DTS), or housekeeping office directly for urgent repairs and preventative maintenance issues.
• Respond promptly to requests from guests, Front Desk, or At Your Service requests.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
• Fill cart with supplies (e.g., chemicals, rags, linens, amenities) as needed.
• Report room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Main Linen Room, Housekeeping manager/supervisor, or Front Desk.
• Conduct room cleaning according to Clean Matters specifics and guidelines 
• Ensure to adhere to cleaning protocol of the hotel as per training and LSOP. 
• Comply with quality assurance expectations and standards.
• Return cart to designated area at the end of shift and replenish all items required.
• Always maintain highest level of cleanliness of guest room corridor as well as Heart of House pantries Clean and organize items stored in laundry room, supply/storage closets, linen room, and/or uniform room.
• Fold cleaned linen into designated size, either by hand or using folding machine.
• Post caution signs (e.g., wet floor signs) to limit traffic when necessary.
• Perform other reasonable duties as requested.

Guest Rooms, Villas, and Suites

• Check that all appliances are present in the room and in working order (e.g., hair dryer, TV, remote, microwave).
• Clean bathrooms, including bathtub/hot tub/shower, toilet, floor, sink, and mirror.
• Dust, polish, and remove marks from walls and furnishings (e.g., appliances, furniture, ice bucket, honor bar, baseboards, ledges, entrance door).
• Enter guest rooms following procedures for gaining access, such as knocking three times, saying "Housekeeping," and ensuring vacancy before entering.
• Limit access to guest rooms while cleaning by following departmental procedures.
• Remove trash, dirty linen, and room service items from room and balcony/patio.
• Replace dirty linens (e.g., sheets, pillowcases) and terry (e.g., towels, bathrobes) with clean items, following correct bed making and folding standards.
• Refill Honor Bar and record usage as per hotel specific LSOP. Remove used IRD trays from the guest rooms to the HOH pantry.
• Replace guest amenities and supplies in rooms, such as toiletries, glasses, mugs, linens, towels, tissues, coffee, printed materials, and laundry bags according to standards.
• Conduct special periodic cleaning task as assigned by HSK supervisor. Report missing hotel/resort property and damages to room to manager/supervisor.
• Ensure guestroom, public areas/bathrooms, restaurants, fitness center, pool area, offices are cleaned and maintained as per quality standards.

Public and Employee Spaces

• Clean public and employee restrooms and showers, including stocking bathroom with adequate paper goods and soap, cleaning all surfaces, and emptying trash.
• Clean glass (e.g., windows, mirrors) in public and employee areas by removing dust, spots, and smears.
• Clean floor surfaces in public or employee space using designated chemicals, supplies, and equipment (e.g., mops, buffers, vacuums, wet vacuum, extractor, shampoo machine, stain remover).
• Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, public or house phones, fire extinguisher boxes, exit signs, and air vents.
• Clean other public areas such as event spaces as required and assigned whilst on duty. 
• Empty trash containers, ashtrays, and ash urns in public areas into proper containers for recycling or disposal.
• Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.
• Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting burnt-out bulbs.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Immediately report any guest incidents to manager on duty if observed while at work. Support all co-workers and treat them with dignity and respect.
• Do not use personal cell phone in public areas whilst on duty 

Safety and Security

• Complete appropriate safety training and certifications to perform work tasks.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS). Follow any local Training requirements & Guidance
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Support all co-workers and treat them with dignity and respect.

Policies and Procedures

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Protect the privacy and security of guests and coworkers.
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To summarise, it is not the intention of this Job Description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position.  It is essential that all associates are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.