Description
As a Rooms Division Supervisor, you will play a key role in ensuring that our guests have an exceptional experience during their stay on board. You will be responsible for overseeing the housekeeping and maintenance of public areas, including guest and officer staterooms. This includes performing daily inspections to ensure cleanliness, sanitization, and presentation, as well as monitoring guest feedback and implementing improvements. You will also be responsible for driving the use of technology to enhance the guest experience, such as the OCEAN Hospitality and GuestView Housekeeping tools. Additionally, you will be accountable for the Housekeeping operation in guest and officer public areas, including problem resolution and guest inquiries. You will work closely with the Rooms Division Manager, Assistant Rooms Division Manager, and other shipboard leaders to capture best practices and share insights on operational efficiencies.
Key responsibilities include:
- Ensuring that Company and Public Health standards of housekeeping, sanitation, maintenance, and related services in guests and teammates' public areas as well as guests and officers' staterooms are always upheld.
- Co-owning and monitoring the Housekeeping performance through the Quality Assurance strategy and company-issued standards.
- Performing daily inspections to ensure consistent cleanliness, sanitization, presentation, and timely readiness of guest and teammate public areas.
- Driving and optimizing the use of OCEAN Hospitality and GuestView Housekeeping tools to ensure personnel deliver a truly personalized service to guests.
- Accountable for the Housekeeping operation in guest and officer public areas as well as guests and officers' rooms, including problem resolution and all Service Excellence related guest inquiries.
- Regularly monitoring guest feedback, Service Excellence platform, and OBE information to identify trends that might compromise the guest experience.
- Ensuring guest group activities and setups performed by personnel always meet the required standards and time frame.
- Identifying and communicating furnishing requirements to the Assistant Rooms Division Manager (for guest and teammate public areas) and Rooms Division Manager (for officer and guest rooms).
- Consistently exceeding the Housekeeping defined targets, by driving a personalized guest and teammate-centric & experience culture, reducing friction points, and mitigating negative surprises.
- Ensuring utilization of Princess MedallionClass products, services, and applications to drive engagement in delivering a guest and teammates-centric experience.
- Enforcing accountability and ownership of the Service Excellence platform and philosophy.
- Responsible for guest satisfaction, supporting the teams to provide timely, effective, and personalized resolutions, while driving down ship-specific post-cruise complaints.
- Partners closely with the Rooms Division Manager, Assistant Rooms Division Manager, and other shipboard leaders to capture best practices and shares insights on operational efficiencies.