Housekeeping Supervisor in London

About the Business

Urban Rest is a fast-growing challenger in the serviced apartment and corporate housing space with properties across Australia in Sydney, Melbourne, Adelaide, Brisbane and Canberra, as well as London, Ireland and Auckland. We are a technology-enabled business disrupting a stagnant sector with a unique focus on traveller well-being and sustainability. We have experienced rapid growth, strong customer loyalty and success over the last seven years since launch and are now going through a period of scaling the business in various locations across the country and now into Europe, offering the chance to join a growing business at a pivotal stage of growth.

Benefits and Perks

• Employee, friends and family discounts at Urban Rest properties
• Flexible hours and the option to work from home when business allows
• ME Days and Volunteer available per year
• Monthly social team activities
• Quarterly team social functions
• As the company grows, this role will provide plenty of room for career growth and progression
• We strive to have a fun, friendly, and collaborative work environment
• Pet friendly offices, close to public transport

About the Role

The Housekeeping Supervisor role performs routine duties in cleaning and servicing Urban Rest properties and hotel rooms including bedrooms, baths, kitchens, living areas and communal spaces as directed by the National Housekeeping Manager. This role falls under the internal housekeeping business unit but works closely with Operations and broader Urban Rest Guest Experience. Housekeeping & Quality Supervisors promote a positive image of the property to guests and must be pleasant, honest, friendly and should also be able to address guest requests and problems. The successful candidate should maintain complete knowledge of and comply with all housekeeping departmental policies/service and also Urban Rest procedures/standards. Additionally, maintain complete knowledge of correct maintenance and use of equipment.

Responsibilities:

• Ensures daily cleans are being performed in accordance with brand standards
• Continually train and develop team members to meet required standards
• Ensure applicable checklist per clean or inspection(s) are adequately completed and recorded in the appropriate system
• Enhance operations by actively participating in maintaining, reviewing and coordinating necessary stock movements into micro/macro warehouse locations for efficiency of team members
• Coordinate jobs and tasks with consultation of the Housekeeping Manager, ensuring assigned credits are adhered to by Housekeeping Service attendants
• Monitor performance of attendants, ensuring misses, problems or potential impacts on guest experience is mitigated and corrective actions taken prior to the guests' arrival
• Maintain and execute high level of attention to detail as outlined by the National Housekeeping Manager
• Ensure all relevant WHS, chemical handling and safety procedures are adhered to by relevant team members
• Complete apartment/room cleans where required operationally to a high standard
• Ensure linen, guest amenities and decor is of brand standard
• Manage reject linen with attendants, National Housekeeping Manager and supply chain manager
• Report damages to stock, apartments/rooms or furniture to the relevant manager for resolution
• Ensure security of assigned units and privacy of guests
• Perform and oversee rotation cleaning duties where required operationally (e.g. steam clean carpets, spring cleaning, periodic cleaning etc.) as required
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest relations at all times
• Be familiar with all Urban Rest services/features and local attractions/activities to respond to guest inquiries accurately
• Resolve guest complaints to the best of their ability or promptly report to Housekeeping Manager or Guest Relations / Operations team where applicable
• Responsible for Urban Rest property in the work area
• Authorized to enter designated Urban Rest units for cleaning, inspection duties and/or providing drop off services as per requirement
• Responsible for following the standard operating procedures
• Responsible for actively contributing to guest satisfaction in terms of cleanliness and presentation
• Update status of units cleaned in Housekeeping System
• Return housekeeping packs, equipment and keys at the end of shift

What we look for:

• Available to work a rotating roster and may be required to work across 7 days
• Must be able to drive
• Has excellent attention to detail, is reliable and committed
• Likes variety in a position where no day is the same
• Goes above and beyond to ensure exceptional guest service
• Likes to make a difference.