Housekeeper Supervisor/ Room Attendant

Housekeeper Supervisor

Quest on William is welcoming new locals! Quest Apartment Hotels is the largest and fastest growing apartment hotel operator in Australasia with more than 170 franchised properties across Australia, New Zealand, United Kingdom and Fiji.  While Quest is a member of The Ascott Limited, a leading international lodging owner-operator, Quest on William is locally owned and operated. We love helping our guests to get as local as they like it, so they get the warmest welcome when they check in and we have the best local tips for them to check out. 

Quest on William is a 50 rooms property located in Melbourne CBD.  The property opened in 1998.

At Quest on William, we’re on the lookout for a new Housekeeper Supervisor to join its team on a casual/part time/full time basis working 30-38 hours per week.

The Role

Housekeeping services

• Respond to housekeeping requests in accordance with the procedures in the Quest Housekeeping Manual.
• Advise guests on the operation of equipment in rooms when necessary. 
• Attend to lost property according to the Lost Property Procedure.

Room preparation & presentation

• Clean equipment and rooms according to Quest standards.
• Make up beds in accordance with procedures in the Housekeeping Manual. 
• Set up equipment and trolleys according to procedures in the Housekeeping Manual.
• Identify and access rooms for servicing according to procedure. 
• Check, replenish or replace room supplies and compendium materials in accordance with Housekeeping Manual.
• Report maintenance requirements promptly.
• Remove soiled linen according to Quest procedure. 
• Store equipment and chemicals in accordance with procedures in the Housekeeping Manual. 

Common area maintenance & presentation

• Vacuum and mop floors, dust furniture and wash windows in accordance with Housekeeping Manual. 

Customer service

• Communicate with guests in a friendly and professional manner in accordance with procedures in the Housekeeping Manual.
• Operate at all times within the guidelines contained in the Employee Code of Conduct and the Quest Way.
• Maintain strict confidentiality in regard to all interactions with guests. 

Adherence to Quest standards 

• Supervise housekeeping team to ensure adherence to Quest Occupational Health and Safety policies and procedures, Employee Code of Conduct and Quest policies and procedures contained in the Housekeeping Manual. 
• Conduct inspections of all guest rooms prior to return to reception for sale and guest occupancy.
• In conjunction with the Franchise Manager, conduct between 5 and 10 physical inspections of guest rooms per week. 

Housekeeping stock 

• Ensure there is sufficient stock (such as irons, toasters, utensils, crockery and glassware) to replace broken, missing or sub standard items. 
• Ensure there is sufficient linen available to service and prepare guest rooms on any given day.
• Report instances of defective linen stock to the Franchise Manager. 
• Ensure there are sufficient chemicals and housekeeping equipment available to clean and prepare guest rooms and common areas to the standards outlined in the Housekeeping Manual. 

Housekeeping expenditure

• Control housekeeping expenditure with regard to labour and materials to ensure it conforms to budget. 
• In consultation with the Franchise Manager, prepare housekeeping team rosters to reflect occupancy levels.
• In consultation with the Franchise Manager, negotiate with suppliers to ensure the best possible purchasing position. 
• Ensure that room cleaning times are optimised and contained to budget expectations. 

Team management

• Plan daily work schedules and rosters to ensure the optimum use of available labour.
• Provide induction and ongoing training for housekeeping staff as outlined in the Quest Operations Manual and relevant Training Policies and Programs. 
• Provide day to day supervision and leadership of housekeeping staff to foster team morale, commitment and cooperation. 
• Work with the Franchise Manager to identify staffing requirements and recruiting staff in accordance with the Quest Human Resources Management guidelines.
• Conduct performance appraisals of housekeeping staff in conjunction with the Franchise Manager and in accordance with Quest policy and procedures. 
• Conduct regular staff meetings with housekeeping staff to provide them with information on the business and to seek their input on issues relating to the housekeeping function, and motivate and build team spirit.
• Identify and resolve conflict situations and liaising with Franchise Manager to implementing where necessary grievance handling and counseling and disciplinary procedures. 
• Liaise with the Franchise Manager to maintain staff records of personal, payroll and training information according to Quest procedures. 
• Comply with all requirements of employment, equal employment opportunity, antidiscrimination, bullying, harassment and sexual harassment laws.
• Meet housekeeping KPI, in terms of QVR, cost of labour and stock.

Occupational health & safety and security procedures 

• Follow all occupational health and safety procedures as outlined in the Housekeeping Manual and Franchise Operations Manual. 
• Be alert to and report any suspicious behavior or occurrences to the Franchise Manager. 
• Secure property and equipment as outlined in Quest procedures. 
• Maintain personal hygiene and grooming and wear your Quest uniform as detailed in the Quest Uniform policy.
• Handle food safely according to the Quest Food Safety policy and procedures. 

Administration

• Collect, secure and record all lost property as outlined in the Lost Property policy in the Housekeeping Manual. 
• Record and report maintenance issues according to the procedures in the Housekeeping and Maintenance Manuals and liaise with Maintenance staff to ensure timely attendance to maintenance requirements. 

Continuous improvement of housekeeping function 

• Keep abreast of changes in cleaning practices and housekeeping methods and procedures. 
• Convey information about changes to housekeeping practices to staff. 
• In conjunction with the Franchise Manager, review guests’ comment cards and devise actions and/or procedures that rectify and resolve guest concerns, immediately and in the long term. 

Other duties 

• Undertake other duties within the scope of your skills, competence and training as directed. 

Applications

To apply, please direct your letter of application and CV to ***********@questapartments.com.au