Housekeeping Supervisor

Promote property security by keeping guest room doors locked while working; restrict room access to registered guests, keep assigned keys secure on your person at all times, and position housekeeping carts safely in front of doorways while inside a room. Job Duties (add specific job duties) : Lead and manage the department in the absence of the Executive Housekeeper/Rooms Division Manager, including training new hires, coaching, leading by example, and providing positive and constructive performance feedback.

Property: The Drew Hotel

Location: Plymouth, MA

Position Type: Full-Time, Hourly / Non-Exempt

Compensation: $26.00 - 30.14 per hour based on experience

General: The ideal candidate must display effective listening and communication skills, initiative, the ability to work independently or as part of a team, and the capacity to lead by example. This individual must exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service. Additionally, they must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through.

We expect our team members to approach their work with passion, enthusiasm, and a strong commitment to customer satisfaction while championing, embracing, and living our company values.

Our values embody:

Integrity

We are honest, genuine, and transparent. We show up with humility and earn confidence through consistent, thoughtful follow-through.

Empathy

We lead with warmth, respect, and genuine care for others, enabling us to build authentic, trust-based relationships.

Excellence

We set high standards and strive for constant improvement. We embrace feedback, execute thoughtfully, and evolve intentionally.

Additional Information:

To apply for this position, you must be legally authorized to work in the United States. Upon hire, Section 1 of the Form I-9 must be completed no later than the first day of employment, and Section 2 must be completed within three (3) business days of your first day of employment.

Essential Functions of the Job:

• Regular attendance and timely reporting to work, ready to begin the scheduled shift.
• Ability to work flexible schedules (including weekends, nights, and holidays) to meet hotel and guest needs.
• Communicating effectively, both verbally and in writing, maintaining an appropriate tone, professional attitude, and welcoming body language.
• Ability to understand and follow operational instructions as directed by a supervisor or manager.
• Commitment to working safely. All employees must follow company safety policies and procedures as a condition of employment.
• Performing the job duties as described.

Reasonable accommodations will be considered to enable individuals with disabilities to perform essential job functions. If you believe you require an accommodation, please speak with your supervisor, General Manager, and they will in turn engage the off-property HR team.

Expectations of all Employees:

• Be polite, courteous, and helpful to all guests and coworkers, maintaining a positive, solution-oriented attitude and a high level of professionalism consistent with company values.
• Acknowledge guests promptly with a smile and a friendly greeting; attend to guest needs efficiently.
• Comply with all company and hotel policies and procedures, including the Employee Handbook, Conduct Policy, and Safety Policies.
• Maintain strict compliance with guest privacy and data security standards.
• Report all on-the-job injuries to a supervisor or the Manager on Duty immediately, regardless of how minor the injury may seem.
• Act as a safety and security agent by identifying and promptly reporting potential risks to guests and/or employees to management.
• Arrive to work on time in accordance with the attendance policy, wearing the appropriate and approved work attire/uniform, maintaining a neat and professional appearance.
• Complete work in a timely manner and meet established productivity standards.
• Keep the work area clean, safe, and well-organized.
• Demonstrate a collaborative team attitude, working together effectively to accomplish tasks, including supporting other operational areas when needed.
• Accurately record all hours worked. Seek approval from management prior to working any overtime (including clocking in early or staying beyond a scheduled shift).
• Perform additional duties as assigned.

Job Duties (add specific job duties):

• Lead and manage the department in the absence of the Executive Housekeeper/Rooms Division Manager, including training new hires, coaching, leading by example, and providing positive and constructive performance feedback.
• Inspect guest rooms and public areas daily to ensure total compliance with department standards and guest expectations (e.g., verifying daily vacant rooms to ensure exact visual and cleanliness standards are met for a perfect "First Impression"—checking drapes, beds, dust skirts, furnishings, linens, toiletries, flooring, and keeping hallways clear of equipment or debris).
• Assist staff directly in cleaning and maintaining the hotel property; maintain the physical ability to perform all core Room Attendant duties, including cleaning a minimum baseline of 14 rooms at approximately 30 minutes per room when operational demands require.
• Ensure housekeeping carts are stocked sufficiently at the start of each shift based on daily room assignments.
• Utilize operational reports from the Executive Housekeeper/Rooms Division Manager to maximize team efficiency and avoid disrupting stayover guests.
• Remove soiled linen and towels from beds and bathrooms while inspecting for potential safety hazards or bloodborne pathogens. (Beds must be completely stripped and remade with fresh, clean linen for every arrival; failure to follow linen change standards will result in immediate corrective action).
• Remove all trash, recycling, and debris from rooms, replacing bin liners where necessary.
• Make beds neatly to precise brand specifications; dust, sanitize, and clean all furniture, fixtures, mirrors, windows, and frames.
• Clean and scrub bathrooms thoroughly—including floors, tubs, showers, toilets, and surfaces—by utilizing proper physical techniques (kneeling, bending, squatting).
• Turn in all items found in guest areas to the Executive Housekeeper/Rooms Division Manager immediately, ensuring found property is properly dated, bagged, and tagged in accordance with Lost & Found procedures.
• Clear and reset existing guest room voicemail messages on property telephones upon guest departure.
• Clean carpets and hard flooring thoroughly using vacuums, sweeping tools, and hose attachments for corners and baseboard edges.
• Detect and report to management any potential property dangers, including suspicious behavior, broken glass, leaks, or electrical issues (Do not attempt to handle or dispose of hazardous substances without proper training and supervision).
• Report room damage, property abuse, or violations of non-smoking policies to leadership immediately.
• Maintain accurate, organized records of cleaning discrepancies found during inspections to utilize for ongoing employee training and development.
• Maintain internal control of the hotel's Master keys; ensure keys are signed out, turned in daily, and kept strictly under lock and key.
• Follow labels and Safety Data Sheet (SDS) instructions for proper chemical safety, dilutions, and handling techniques when mixing or applying solutions.
• Operate all hotel environmental services equipment in a safe and efficient manner.
• Wear required personal protective equipment (PPE) such as gloves, safety glasses, or kneepads to work safely and prevent workplace injury.
• Promote property security by keeping guest room doors locked while working; restrict room access to registered guests, keep assigned keys secure on your person at all times, and position housekeeping carts safely in front of doorways while inside a room.
• Ensure all guest room supplies, amenities, and collaterals are replenished daily consistent with brand standards.
• Verify that all guest room equipment is in good working order, including TVs, lighting, alarm clocks, hair dryers, coffee makers, and HVAC units.
• Identify, communicate, and log maintenance defects promptly, tracking progress through the property's digital work-order tracking system to assist with workflow and follow-up.

Safety Responsibilities

• Prior to employees commencing their job duties, provide department/position-specific safety orientation and safety training for any employees who are new to your department, or are assuming new duties. Provide ongoing safety training as needed or required.
• For example: If responsible for Maintenance or Housekeeping staff, ensure they are familiar with OSHA workplace safety standards as they pertain to the hotel, safe lifting, use of ladders, and the safe use/handling of chemicals.
• Promote the company Safety Policies and Procedures; participate in Safety Committee meetings; take appropriate action to remedy safety concerns.

(Lark Standards) Supervisor Responsibilities & Expectations:

• Support the hotel property in achieving high performance levels in guest service and financial profitability.
• Hold self and team members accountable for achieving operational results.
• Foster a positive workplace culture that promotes high employee morale, teamwork, and performance.
• Provide strong leadership, motivating staff to reflect enthusiasm and a commitment to guest satisfaction.
• Respond to guest and employee concerns or complaints in a timely, empathetic, and professional manner.
• Effectively coach, motivate, lead, and support team members by providing regular positive and constructive performance feedback.
• Maintain timely and accurate internal documentation (e.g., performance logs, attendance records). Note: Management must partner with Human Resources prior to executing any involuntary separations.
• Assist with staff scheduling and daily task assignments to support hotel needs while managing labor costs effectively.
• Review daily time and attendance entries in the payroll system to ensure accuracy and account for scheduling variances.
• Review and maintain the accurate operational status of team members regarding benefit eligibility (Full-Time, Part-Time, etc.).
• Train team members on proper time clock procedures, including department transfers and clocking in/out.
• Utilize team meetings, memos, or shift huddles to keep staff informed of hotel events, policy updates, and operational changes.

Skills Required

• Leadership: Ability to effectively motivate, mentor, coach, and counsel others to perform well (including maintaining appropriate professional documentation).
• People Skills: Deliver hospitable service that is attentive, friendly, and courteous; ability to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect; demonstrate patience, tact, and diplomacy.
• Communication Skills: Ability to communicate effectively both verbally and in writing (including strong professional grammar, spelling, and punctuation).
• Problem-Solving & Analytical Skills: Ability to identify operational issues, collect and analyze information to understand the problem, and effectively resolve. Identify, recommend, and implement departmental best practices.
• Judgment & Discretion: Appropriately manage confidential, proprietary, or sensitive information; maintain strict workplace confidentiality.
• Organizational & Time Management Skills: Ability to appropriately schedule time to meet job demands, multi-task, prioritize, follow through, and work efficiently with limited supervision.
• Attention to Detail: Ability to follow instructions and achieve thoroughness and accuracy when accomplishing complex tasks.
• Computer Skills / Technology: Proficiency with standard computer technology, including Microsoft Office, Google Workspace, property management interfaces, and digital work-order ticketing platforms. Proficient in operating general office equipment.

Experience:

A High School diploma (or equivalent experience) paired with a minimum of six (6) months of prior experience in professional cleaning, housekeeping leadership, or a hospitality environment is preferred. Strong leadership potential and a high attention to detail are required.

Performance Measurement:
Performance is evaluated through ongoing feedback from leadership, attendance reliability, productivity, departmental turnover, peer feedback, guest comments, and property cleanliness scores.

Physical Demands:

Work is performed in a multi-story hotel environment without elevator access. This position is highly active and physically demanding, requiring the ability to regularly climb and descend multiple flights of stairs throughout the day to inspect guest rooms and support the team across various floors and sections. Because daily room assignments fluctuate, navigating the stairs frequently between check-outs, stay-overs, and room refreshes is essential. Additionally, based on business demands and staffing needs, the Supervisor must be able to actively assist with or completely clean full guest rooms, which includes carrying a housekeeping caddy and supplies up and down stairs.

The role also requires extended periods of walking, standing, bending, kneeling, squatting, and lifting or moving objects weighing up to 50 pounds, alongside moderate to frequent levels of physical agility and standard equipment operation. Extended workdays may occasionally be required to meet workload demands during peak seasonal occupancy periods.

Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential physical functions of this job. If you require an accommodation, please inform your General Manager, and they will in turn engage the off-property HR team.