Job Description

OF ROLE

The Floor Supervisor is responsible for overseeing the cleanliness, presentation, and maintenance of guest floors, rooms, and public areas to ensure consistently high housekeeping standards and an exceptional guest experience.

This role supervises Room Attendants and supports daily housekeeping operations, ensuring rooms are serviced efficiently, guest requests are handled promptly, and hotel standards of cleanliness, safety, and privacy are strictly maintained.

The Floor Supervisor plays a key role in quality control, team supervision, and coordination with Front Office and Engineering to ensure smooth operational flow.

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Floor Supervisor are summarised below; however, the list is not exhaustive.

ROOM & FLOOR QUALITY CONTROL

• Ensure the highest standard of cleanliness and presentation across assigned guest floors and rooms.
• Conduct regular inspections of guest rooms, corridors, and public areas.
• Supervise turndown service to ensure brand standards are met.
• Monitor room readiness and ensure accurate room status coordination with Front Office.
• Ensure guest privacy is strictly respected, including DND (Do Not Disturb) compliance.

TEAM SUPERVISION & PERFORMANCE

• Supervise and monitor the performance of Room Attendants.
• Provide on-the-job training, guidance, and support to team members.
• Conduct one-on-one coaching and ensure continuous skill development.
• Monitor productivity and ensure efficient allocation of tasks.
• Check grooming, hygiene, and presentation standards of team members.

OPERATIONS COORDINATION

• Work closely with Front Office to ensure accurate room status updates.
• Coordinate with Engineering for prompt reporting and follow-up of maintenance issues.
• Ensure lost and found procedures are followed accurately and documented properly.
• Maintain cleanliness and order in housekeeping pantries and linen rooms.

GUEST SERVICE & SATISFACTION

• Respond to guest requests promptly and ensure service expectations are met.
• Handle guest complaints professionally and take corrective action where needed.
• Actively seek guest feedback to improve housekeeping service quality.
• Ensure a consistent and positive guest experience on assigned floors.

REPORTING & ADMINISTRATION

• Ensure all housekeeping reports and documentation are completed accurately and on time.
• Maintain records related to room status, inspections, and operational issues.
• Support communication of operational updates to relevant departments.

POLICIES, SAFETY & COMPLIANCE

• Ensure full compliance with hotel policies, safety procedures, and security protocols.
• Adhere to Hilton brand standards and housekeeping operational guidelines.
• Maintain strict key control procedures at all times.
• Ensure safe working practices are followed across all housekeeping operations.

EXPECTATIONS

The Floor Supervisor is expected to:

• Maintain consistently high housekeeping and cleanliness standards across assigned areas.
• Demonstrate strong leadership and ability to guide and motivate team members.
• Communicate clearly and effectively across departments.
• Handle guest issues calmly, professionally, and efficiently.
• Maintain strong attention to detail and quality control.
• Work efficiently under pressure in a fast-paced environment.
• Uphold NoMad’s luxury service standards and brand presentation expectations.

QUALIFICATIONS

• Minimum 3 years of experience in housekeeping or guestrooms operations in a hotel environment.
• Strong knowledge of housekeeping operations, room standards, and cleaning procedures.
• Previous supervisory experience is preferred.
• Good communication skills in English (written and verbal).
• Familiarity with hotel systems such as Opera or similar PMS is an advantage.
• Strong organisational and coordination skills.
• Detail-oriented with a strong focus on quality and guest satisfaction.
• Ability to lead, train, and support a team effectively.