Housekeeping Supervisor

Job description

Job Description

Reporting to the Housekeeping Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently provide professional, friendly, and engaging service while supporting Fairmont New Orleans luxury service standards.
• Oversee daily AM/PM Housekeeping Dispatch operations, including room queues, banked rooms, room status, guest requests, and service needs.
• Lead and supervise the day-to-day operation of the Housekeeping department to ensure departmental policies, procedures, SOPs, and service standards are consistently followed.
• Assign daily sections and responsibilities to Room Attendants, Supervisors, and floor support based on occupancy, staffing levels, VIPs, arrivals, departures, and operational priorities.
• Ensure Room Attendants and Housekeeping colleagues are informed of daily priorities, special requests, VIPs, room assignments, and section requirements.
• Monitor room readiness and communicate effectively with Front Office and other departments to support timely room availability and a seamless guest arrival experience.
• Support the Housekeeping Manager with daily staffing, labor allocation, scheduling, and operational decisions.
• Assist with scheduling, including vacation requests, days off, sick calls, modified duty, staffing adjustments, and coverage needs.
• Create and adjust Housekeeping and Room Attendant schedules as business and operational needs change.
• Prepare and distribute daily operational reports, including VIP lists, guest reports, daily events, morning briefing sheets, room status reports, and other departmental reports.
• Maintain accurate Housekeeping reconciliation, inspection, staffing, payroll, scheduling, and operational records.
• Utilize hotel systems, including PMS, Amadeus, ALICE, RSM, Dayforce, and Microsoft Office, to support daily Housekeeping operations.
• Manage departmental communication devices and equipment, ensuring they remain operational, secure, and properly accounted for.
• Actively participate in daily briefings, daily warm-ups, Housekeeping meetings, Pre-Conference meetings, Morning Operations meetings, and Guest Experience meetings as assigned.
• Support colleague onboarding, training, coaching, performance documentation, recognition, and engagement initiatives in partnership with the Housekeeping Manager.
• Monitor Housekeeping standards and conduct or assist with guestroom and public-area inspections to ensure cleanliness, presentation, functionality, and brand standards are consistently maintained.
• Handle guest concerns promptly and professionally, documenting issues and communicating with the appropriate departments to ensure timely resolution.
• Investigate and resolve Housekeeping-related guest concerns and feedback, including Voice of Guest and guest survey responses, and coordinate appropriate service recovery efforts.
• Ensure guest concerns and service recovery actions are documented, communicated, and closed in a timely manner.
• Report necessary maintenance issues to Engineering and coordinate follow-up to ensure timely resolution.
• Handle Lost & Found items with urgency, discretion, accuracy, and care while following established hotel procedures.
• Ensure colleagues follow all Fairmont standards, departmental SOPs, safety and sanitation policies, and applicable regulations.
• Identify opportunities to improve departmental processes, communication, productivity, service delivery, and operational efficiency.
• Maintain a professional, organized, and efficient Housekeeping office and Dispatch area.
• Maintain accurate colleague records, payroll exceptions, schedules, reports, and departmental documentation.
• Communicate effectively with Housekeeping leadership, Front Office, Engineering, Guest Services, and other hotel departments to support seamless hotel operations and exceptional guest experiences.
• Perform additional duties and responsibilities as assigned by the Housekeeping Manager.

Qualifications

• Minimum one year of supervisory experience in a hotel or hospitality environment preferred.
• Previous Housekeeping, Rooms Division, Front Office, or hotel operations experience preferred.
• Luxury hotel experience strongly preferred.
• Strong knowledge of Housekeeping operations and hotel room status management.
• Proficiency with PMS, Amadeus, ALICE, RSM, Dayforce, and Microsoft Office Suite preferred.
• Strong organizational, communication, leadership, and problem-solving skills.
• Exceptional attention to detail and ability to maintain accurate records.
• Ability to make sound decisions in a fast-paced operational environment.
• Strong coaching and training skills.
• Ability to manage multiple priorities with minimal supervision.
• Ability to work effectively under pressure and maintain professionalism.
• Ability to work flexible schedules including mornings, evenings, weekends, holidays, and extended shifts.
• Must be legally authorized to work in the United States.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Company Description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont’s luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city’s renowned and historic French Quarter.