First-Line Supervisors of Housekeeping and Janitorial Workers

Facilities Operations

Level 5572 of 1200 points

Job description

First-Line Supervisors of Housekeeping and Janitorial Workers

Job purpose

To supervise and coordinate the cleaning personnel and in-house services of a hotel, hospital, office or similar establishment, and to schedule, resource and inspect their work against established standards, so that the premises are cleaned, serviced and made ready for use to the standard required.

Skills

Practical knowledge of cleaning materials and methods and their suitability for different linens, furniture and surfaces, of the equipment used and how it is kept in working order, and of infection control where the establishment requires it, together with customer service principles, supervisory practice, health and safety requirements, and the administrative skill needed for schedules, records and reports. A school-leaving qualification is the norm, with a substantial minority having some college study or a two-year degree, and a few months to a year of on-the-job training.
Instructs staff in work policies and procedures and in the use and maintenance of equipment, and guides, motivates and coaches them. Confers with staff to resolve performance and personnel problems, investigates complaints about service and equipment, advises managers and desk or admitting personnel of rooms ready for occupancy, and coordinates with other departments so services are delivered on time. Deals with guests, patients and the public directly.
Inspects work against specification and evaluates the physical condition of facilities to determine what work is required. Selects the most suitable materials for each surface, diagnoses equipment faults and arranges repair, and recommends changes to improve service and efficiency. Problems recur and are settled against established procedure, but decisions are immediate and affect whether rooms and facilities can be used.
Plans and prepares employee work schedules, forecasts the staffing and stock levels needed at different times, establishes operational standards for the departments supervised, and arranges additional services such as painting, repair and renovation. Occupancy and admissions determine when work can be done and how quickly.
Works on foot around the premises, standing and walking between areas to inspect and direct, bending and twisting to check work, and using the hands on equipment with repeated movement. Performs or assists with cleaning duties, issues and moves supplies, and may undertake grounds tasks such as snow clearance and mowing.

Responsibilities

Directly supervises cleaning personnel and the staff of in-house services such as laundry, maintenance and dry cleaning, assigning and inspecting their work. Evaluates performance and recommends promotions, transfers and dismissals, screens applicants and hires. Carries direct responsibility for the health and safety of the workers supervised.
Estimates costs, prepares and manages departmental budgets, monitors the resources committed, and selects and orders new equipment, supplies and furnishings. Commits recurring expenditure on supplies, equipment and contracted services within the limits management sets.
Holds day-to-day charge of the cleaning machinery, equipment and materials, the linen and furnishings, and the condition of the areas supervised. Inventories stock, issues it to workers and keeps equipment working.
Prepares reports on activity, personnel, occupancy, facility usage and departmental expenses, and maintains the records of work hours, budgets and payrolls. Payroll, expense and occupancy figures are relied on elsewhere in the establishment.

Effort required

Keeps track of a whole building and a dispersed workforce — what has been cleaned, which rooms are needed next and where staff and equipment are — while exactness is required in schedules, stock counts and payroll records. Decisions are frequent, taken under time pressure and on the spot, and their effect falls on colleagues and on results.
Carries responsibility for the health and safety of the workers supervised, and handles the conflict situations that arise within the team and over standards of service, investigating complaints and addressing poor performance while keeping people willing to work. Composure is required in front of guests, patients and the public, who raise complaints directly.
On foot for much of the working day, with bending, twisting and repeated hand use when inspecting, handling supplies and assisting with cleaning.

Working conditions

Chiefly indoors and environmentally controlled, working through occupied premises alongside staff, guests, patients and the public in close proximity. Noise from cleaning and laundry equipment is at times distracting; hazardous conditions are encountered, and common protective equipment such as gloves, safety shoes and eye protection is worn for parts of the work. Conflict situations arise with staff and over standards of service.
Most incumbents work a regular established schedule of about forty hours, with a minority on a pattern that changes with demand. The work is time-pressured because rooms and facilities must be ready when they are needed. Determines the day's priorities with real freedom inside the operational standards, budget and occupancy requirements set above.

Skills

40% · 193 points▾

KnowledgeLevel 3 of 8
54 of 144 points
Knowledge of facts, principles and general ideas in a job area. The job requires a range of thinking and practical knowledge to do tasks and solve problems by choosing and using basic methods, tools, materials and information.
Interpersonal and communication skillsLevel 3 of 5
58 of 96 points
Effective communication and interpersonal relationships. The job holder is required to adapt communication to different audiences and foster trust, cooperation and positive working relationships.
Problem-solving skillsLevel 2 of 5
38 of 96 points
Standard problems. The job involves solving problems with defined alternatives. Some judgement is needed, but help is usually available.
Planning and organisational skillsLevel 3 of 5
43 of 72 points
Moderate organisational skills required. The job requires the organising and prioritising of multiple tasks, with some level of adjustment to plans on the basis of changing circumstances or deadlines.
Physical skillsLevel 0 of 5
0 of 72 points
Not applicable. The job does not require any particular physical skills (although there is likely to be some physical activity).

Responsibility

35% · 236 points▾

PeopleLevel 3 of 5
86 of 144 points
Moderate responsibility for people. The job includes overseeing or coordinating the work and well-being of others. This may involve supervising, providing regular support, managing conflicts, responding to an individual's needs and ensuring the personal and professional development of individuals.
Goods and equipmentLevel 2 of 5
34 of 84 points
Some responsibility for goods or equipment. The job involves the use and maintenance of equipment or stock, and the job holder is responsible for ensuring resources are used appropriately and safely.
InformationLevel 3 of 5
58 of 96 points
Moderate responsibility for information. The job involves managing information to ensure it is accurate, of high quality and secure. The job holder may make decisions about the handling of sensitive data.
Financial resourcesLevel 3 of 5
58 of 96 points
Moderate responsibility for financial resources. The job requires handling significant financial resources, including managing budgets, overseeing expenditures, being accountable for spending and participating in financial decision-making.

Effort

15% · 86 points▾

Mental effortLevel 2 of 5
24 of 60 points
Moderate mental effort. The job involves tasks that require focus, such as analysing straightforward information or performing repetitive tasks that require attention to detail.
Psychosocial and emotional effortLevel 3 of 5
43 of 72 points
Moderate psychosocial and emotional effort. The job requires the regular management of emotional responses, such as dealing with sensitive or challenging individuals or situations.
Physical effortLevel 2 of 5
19 of 48 points
Low physical effort. The job involves moderate physical effort, such as standing for long periods, occasional lifting, or repetitive or monotonous movements.

Working Conditions

10% · 57 points▾

Environment (physical, psychological or emotional)Level 3 of 5
50 of 84 points
Regular exposure to hazards or stress. The job requires regular exposure to physical hazards (e.g. exposure to chemicals, temperature extremes or minor risk of injury) or moderate psychological risks (e.g. isolation, repetitive tasks or occasional threats of violence). It may occur monthly or as a build-up of milder hazards.
Organisational environmentLevel 1 of 5
7 of 36 points
Minimal organisational demands. The job requires standard working hours with no night shifts or irregular schedules. There is little or no need for travel or digital connectivity beyond typical working hours.