Housekeeping Supervisor

Mandarin Oriental Jakarta is looking for a Housekeeping Supervisor to join our housekeeping team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based Mandarin Oriental Jakarta, the Housekeeping Supervisor is responsible for the quality control of all Rooms and Public Areas, as well as for the training of all Room Attendants and Housemen. The Housekeeping Supervisor reports to the Assist. Executive Housekeeper.

As Housekeeping Supervisor, you will be responsible for the following duties:

1. Quality Control Assistance

• Conduct daily inspections of guest rooms and public areas to ensure compliance with Mandarin Oriental Hotel Group standards.
• Identify and report any discrepancies or maintenance issues immediately to the relevant department.
• Assist in developing corrective action plans to maintain consistent quality standards.

2. Training and Supervisory Support

• Provide hands-on training sessions to Room Attendants, outsourced staff, and trainees focusing on cleaning techniques, guest interaction, and safety protocols.
• Monitor performance and offer constructive feedback to enhance efficiency and quality of work.
• Mentor new staff during probation to ensure smooth integration into the team.

3. Policy Implementation

• Ensure all staff are aware of and strictly adhere to Mandarin Oriental’s global policies and procedures.
• Regularly update team members on any policy changes and facilitate training refreshers as needed.

4. Cleanliness and Service Standards

• Conduct spot checks throughout shifts to verify cleanliness standards are met in all areas including guestrooms, corridors, lobbies, and public restrooms.
• Oversee housekeeping service delivery, ensuring it aligns with brand standards and guest expectations.

5. Duty Rostering

• Prepare weekly and monthly duty rosters compliant with local labor laws and hotel operational demands.
• Adjust staffing levels based on occupancy rates, events, and special requirements.

6. Staff Discipline and Appearance

• Monitor punctuality and attendance records; implement corrective measures for repeated tardiness or absenteeism.
• Enforce uniform policy, personal hygiene, and grooming standards to maintain a professional hotel image.

7. Performance Monitoring

• Regularly observe and evaluate housekeeping staff performance during shifts.
• Provide on-the-job coaching to correct mistakes and reinforce best practices.

8. Daily Briefings

• Lead morning and shift-start briefings to communicate daily objectives, updates, and any special guest requests.
• Motivate staff by highlighting achievements and encouraging teamwork.

9. Training & Career Development

• Assist in planning and conducting comprehensive orientation and continuous training programs.
• Identify skill gaps and propose development opportunities to enhance staff capabilities.

10. Staffing & Break Management

• Ensure adequate coverage of Public Area and Room Attendants according to workload analysis.
• Schedule staggered breaks to maintain uninterrupted service levels throughout operational hours.

11. Systematic Cleaning Approach

• Implement and supervise standardized cleaning procedures for all public and guest areas to ensure consistency.
• Maintain and update cleaning schedules to optimize workflow and ensure timely completion.

12. Night Shift Supervision

• Oversee the night team’s cleaning activities, prioritizing major cleaning tasks to minimize guest disturbance.
• Conduct end-of-shift inspections to verify task completion and address any issues before morning.

13. Day Shift Public Area Supervision

• Manage daytime cleaning operations in public areas, ensuring all standards and schedules are followed meticulously.
• Coordinate with other departments to address any guest concerns immediately.

14. Inventory Management

• Monitor housekeeping supplies, cleaning tools, and machinery for availability and operational condition.
• Liaise with procurement to reorder stock proactively and prevent shortages.

15. Preventive Maintenance Planning

• Plan and execute regular preventive maintenance activities for public areas and guest rooms to avoid breakdowns or damage.
• Report any maintenance needs promptly and follow up until resolved.

16. Cross-Department Collaboration

• Work closely with Engineering, Front Office, and Food & Beverage to maintain high facility standards and resolve issues promptly.
• Participate in interdepartmental meetings to coordinate efforts and improve guest experience.

17. Communication

• Maintain clear, proactive communication channels with team members and management regarding operational updates or concerns.
• Encourage feedback and open dialogue to foster a positive working environment.

18. Guest Satisfaction Monitoring

• Track and analyze guest feedback related to housekeeping via comment cards, surveys, and digital platforms.
• Follow up on complaints within 24 hours, ensuring resolution and guest satisfaction.

19. Customer Satisfaction Assurance

• Ensure all guest interactions from arrival to departure meet Mandarin Oriental’s Legendary Quality Experience (LQE) standards.
• Empower staff to deliver personalized service tailored to guest preferences.

20. Personalized Guest Service

• Train and encourage staff to recognize repeat guests and personalize services accordingly.
• Maintain guest preference records and ensure their integration into daily service routines.

21. Health and Safety Compliance

• Conduct regular health and safety audits in line with MOHG standards.
• Train staff on safety procedures, emergency protocols, and proper handling of chemicals and equipment.
• Implement corrective actions swiftly to maintain a safe working environment.

22. Grooming and Appearance Standards

• Enforce Mandarin Oriental Jakarta’s grooming policies consistently to uphold professionalism.
• Conduct random uniform and appearance checks to ensure standards are adhered to throughout shifts.

As Housekeeping Supervisor, we expect from you:

• Must possess minimum 3 years experience in managing an international, luxury Hotel Rooms facility.
• Minimum Diploma hotel/hospitality college.
• Knowledge of technique and skills required for a modern housekeeping operation.
• Excellent training and development skills.
• Possess high degree of stamina, agility and flexibility.
• Be a self-motivator and motivator of others.
• Be thoroughly familiar with the safety features of each equipment and responsible for the work place safety.
• Strong leadership and team player with good interpersonal relationship.
• Excellent administration and planning skills.
• Knowledge of chemical control and usage.
• Knowledge of utility management.
• Knowledge of controlling all consumable needs.
• Computer literate in Word and Excel.
• Proficient in written and spoken Indonesia and English.
• Possess a friendly, energized and outgoing personality.
• Very strong attention to detail.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• Health Insurance. Supporting your health is part of supporting your success. Comprehensive health coverage is provided to support your wellbeing and your family.
• Duty Meals. Good food fuels great work. Enjoy daily meals prepared fresh by our MO Makan - Colleague Restaurant Kitchen.

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