Supervisor, Housekeeping

Supervisor, Housekeeping is responsible for ensuring a high level quality of cleanliness at the Whistler Athletes’ Centre including Lodge, Townhomes, and High Performance Centre.  The Supervisor motivates colleagues to provide a service where All Interactions Matter (AIM), and assists in creating a team atmosphere focused on providing exceptional guest services.  This role is organized, friendly, and possesses excellent communication skills.  Day-to-day functions include team building, training, scheduling, optimum guest service, lodge and room cleanliness.  This Regular Full Time position requires flexibility to assist the team with other activities or initiatives including working evenings and weekends as required.

Responsibilities

Business and Operational Deliverables, Housekeeping

  • Ensure venue cleanliness for optimal presentation to all guests and users
  • Inspect all rooms, public areas and facilities to ensure established safety, cleanliness and maintenance standards are met
  • Daily management of Lodge inventory related to cleaning supplies, linens and cleaning equipment
  • Ensure the proper maintenance of all cleaning equipment
  • Work with contractors to support invoicing for laundry and housekeeping supplies
  • Schedule, delegate, train and support Lodge Attendant colleagues
  • Track the times needed to clean and forecast staff based on arrival reports
  • Create daily housekeeping work lists itemizing detailed arrival and departure information
  • Actively participate in daily briefing, daily warm up, and department meetings
  • Liaise with maintenance department when needed
  • Support of Whistler Athletes’ Centre operations as needed and available

Team Supervision

  • Team supervision according to established HR procedures with emphasis on the following areas:
    • Recruitment & selection
    • Orientation & ongoing training
    • Performance management and conflict resolution
    • Succession planning
  • Supervise a team to accomplish daily activities and provide consistent communication through regular feedback and daily conversations while ensuring service standards are met
  • Assist with preparation of staff schedule(s) and timesheets
  • Provides new and on-going job and venue specific training
  • Carry out Whistler Sport Legacies’ customer service philosophy AIM: All Interactions Matter
  • Assist team with other duties as assigned or required

Leadership and Culture

  • Champion all WSL policies, procedures, and contribute to the development of WAC policies and procedures
  • Adhere to all operational and safety procedures
  • Foster a strong culture of health & safety; work with HR and Safety to ensure all WorkSafeBC and Technical Safety BC requirements are met; ensure a strong relationship exists between the venue and the regulatory bodies and that all certification requirements are and continue to be met within the functional area
  • Consistently offer professional, friendly and engaging guest service
  • Handle guest concerns and react quickly, logging and notifying proper areas
  • Liaise and cross-share information with WAC teams including necessary maintenance items
  • Positive representative of Whistler Sport Legacies, both internally and externally
  • Personal responsibility for actions & initiative to creative solutions for problems/issues
  • Lead by example by modeling the values and behaviours

Position Requirements

Education/Experience

  • 2-5 years’ supervisory experience required
  • 2-3 years’ experience in customer service role (preference given to hotel/lodging experience)
  • Related tourism/hospitality diploma or degree from recognized college or university an asset
  • First Aid certificate and WHMIS training an asset
  • May be required to complete an RCMP background check

Skills

  • Excellent interpersonal and organizational skills are required
  • Excellent written and verbal communication skills
  • Strong computer skills with particular strength in data base, scheduling, reservation system software
  • Ability to perform in high pressure, multi-tasking environments with a keen and can-do attitude
  • Flexible and adaptable to work efficiently in variety of settings and to work weekends and evenings
  • Proven ability to work alone as well as with a team
  • Willingness to assist team members (perhaps outside the department) as needed and requested
  • Passion for exceptional customer service is essential

Physical Requirements

  • Ability to:
    • Lift up to 30 lbs
    • Perform physical work including kneeling, bending, lifting, standing, pushing and pulling including housekeeping carts
    • Ascend or descend ladders, stairs and ramps
    • Smile and have fun!!!

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