Housekeeping Supervisor

Company Description
Nestled in the heart of Nairobi since 1904, Fairmont The Norfolk is one of the city’s most iconic landmarks, where timeless elegance meets modern luxury. Set within serene tropical gardens, the hotel features 125 beautifully appointed rooms and suites designed to offer exceptional comfort while preserving its rich heritage. Over the decades, it has welcomed distinguished guests, global leaders, and travelers seeking refined hospitality in a setting that reflects Nairobi’s vibrant history. With award-winning dining, a heated outdoor pool, wellness facilities, and curated local experiences, the hotel offers guests both relaxation and a gateway to explore the city’s culture and nearby attractions. Committed to sustainability and excellence, Fairmont The Norfolk continues to blend historic charm with contemporary sophistication, creating memorable experiences for generations of visitors.
Job Description

• Ensure turnover of rooms quickly, in satisfactory timelines and efficiently
• Ensure that Room Attendants work is accurate and up to the Fairmont standards.
• Assignment of Room Attendants to rooms and tasks every day.
• Responsible for maintaining the inventory of guest supplies.
• Preparing of deep cleaning schedules for rooms and corridors and ensuring the implementation of the same by Room Attendants.
• Ensure work is completed by entering each room to review the work and using the checklists provided and signing off at end of shift.
• Recommend which Room Attendants deserve promotion, recognition as well as dismissals.
• Fill in the Masteroll daily and maintain records of OT and special days worked by the room attendants.
• Block rooms for advanced maintenance and cleaning programmes and communicating the same to the Assistant Executive Housekeeper.
• Report defective machinery immediately to Engineering and Executive Housekeeper for follow up.
• Handle cleaning priorities i.e. VIP, Make Up, Early Arrival, DND.
• Manages the work supplies and consumables in line the budgeted amounts and ensure all Room
• Attendants are well equipped with cleaning materials, amenities.
• Communicates to the Guest in ample time about any delays in service delivery.
• Liaise with Coordinator on any emergencies in the course of shift to include new traces, rooms that cannot be sold as expected, changes in allocations, guest requests and maintenance follow ups.
• Ensure all Room Attendants are consistently well groomed.
• Regular sit downs with Room Attendants to discuss progress, training plans as well as take disciplinary action when necessary.
• Maintain posture; remain looking forward with attentive, pleasant and professional appearance. Understand all room categories and lay out.
• Comply with Hotel rules and regulations and provisions contained in the employment handbook.
• Comply with company grooming and uniform standards
• Comply with time keeping and attendance policies.
• Actively participates in training and development programs and maximizes opportunities for self-development.
• Contributes to the Housekeeping departmental meetings
• Accurately and promptly fulfilling guest request.
• Understands and anticipates guest needs.
• Maintain high level of knowledge which will enhance the guest experience
• Demonstrates a service attitude that exceeds expectations
• Takes appropriate action to resolve guest complaints.
• Maintains a high level of product and service knowledge
• Demonstrate awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies, and procedures.
• Performs any other duty as assigned.
  

Qualifications

• Team focused
• Action Oriented- Driving to achieve ambitious targets in an effective way
• Passionate- About our guests and business partners to ensure their needs are met.
• Championing change- Shows openness to new ideas and adapts readily to changing priorities.
• Business savvy- Knowing what it takes to beat our competitors now and in the future as well as the keeping abreast with the changing world of hospitality.
  

Additional Information
Skills & Attributes
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Strong communication skills, both verbal and written
• Dynamic can-do attitude
• Presents a professional and polished appearance
• Effectively deal with guests and other team members
• Previous housekeeping experience highly preferred
• Possessing the trait of being organized and multi-tasking
• Ability to complete work within given deadlines
• Maintain confidentiality of proprietary information and protect company assets
  

Physical Demands

• This position requires the ability to focus attention on guest needs, remaining calm and courteous. Occasional standing, walking, lifting and carrying up to 20 lbs.
• Perform other reasonable job duties as requested.

<