Position Summary: Supervise Guest Room Attendants and Housepersons. Assign job tasks, inspect clean rooms, and continuously train staff, ensuring excellent guest service.
Job Title: Supervisor Housekeeping
Department: Hotel
Reports To: Manager Hotel Operations
FLSA Designation: Exempt
License Type: Non-Gaming
Target Pay: $67,000 - $82,000
Essential Job Functions:
- Provide the highest quality of service to the guest always and anticipate and exceed guest expectations
- Know and live the Rivers Casino & Resort mission and The Landing Hotel brand basics
- Supervise Housekeeping staff including GRA’s and Houseperson
- Complete schedule, oversee staffing levels and adjust ensure service levels are met within labor model, ensuring that all associates are following their schedule and taking their breaks
- Assign specific duties to staff for efficient operation of Housekeeping
- Oversee department in absence of Housekeeping Manager
- Order and complete inventory and daily payroll as directed
- Ensure that all associates have proper supplies, equipment and uniform including name tag, gloves, and goggles
- Capable of performing all hourly functions and operating all equipment in department
- Assist in training new associates and cross-training existing associates
- Assist in interviewing and hiring new associates for the department
- Resolve routine associate issues as needed and bring issues to the attention of the Department Manager as necessary
- Make recommendations to manager in accordance with progressive discipline policy
- Train associates on safety standards and enforce those standards on a consistent basis
- Identify associates engaging in unsafe behaviors and retrain them appropriately
- Complete accident investigations and take steps to prevent future accidents, following up with injured associates
- Follow proper use of approved chemicals and accurately label chemical containers
- Always use gloves and goggles when handling chemicals, and complete Chemical Training and Blood borne Pathogen Training
- Practice safety standards always and keep the property safe for guests and fellow associates
- Use wet floor signs as required
- Use personal protective equipment
- Conduct daily pre-shift meeting
- Perform uniform inspection prior to opening shift and make necessary corrections immediately
- Represent department at staff meetings as required
- Know laws concerning treatment of trespassers
- Have a thorough knowledge of emergency procedures and ensure staff responds appropriately in the event of an emergency. Know location and use of fire extinguishers
- Demonstrate knowledge of EEO policy, Fair Employment Practices and Fair Labor Standards Act. Promote a harassment-free work environment
- Respond to all pages and radio calls immediately
- Maintain knowledge of Rivers Casino and Resort, hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings
- Communicate properly and effectively with the guest, associates, and managers
- Effectively respond to guest complaints
- Print out daily reports and break out the house by completing Housekeeping boards
- Inspect guestrooms and public areas daily to ensure cleanliness standards
- Communicate and enforce the property’s policies and procedures
- Ensure cleanliness and organization of linen room, laundry area, storage rooms, and Guest Room Attendant’s carts
- Know and monitor proper Guest Room Entry Procedures
- Before entering a guest room, knock on the door three times and announce “Guest Room Attendant”
- Ensure Housekeeping staff is consistently following proper sign-in and sign-out for master keys in compliance with key control procedure
- Inspect guest rooms for maintenance needs and complete work orders if needed, including fixtures, televisions, radios, heating/cooling equipment, dishwasher, refrigerator, etc.
- Monitor the proper settings for heating /cooling equipment and radio
- Ensure general daily clean duties are being completed:
- Change the linen per SOP and make the bed properly
- Clean bathroom, including walls, mirrors, toilet, floor, tub and shower curtain
- Dust, clean inside drawers, vacuum floors and clean and check under bed
- Replace amenity items in the guestroom
- If applicable, clean kitchen appliances, counters, glassware, dishes, utensils, etc.
- Communicate ready-room status to the Front Desk in a timely manner
- Assist in cleaning rooms and laundry, if needed
- Monitor to ensure that at the end of each shift, staff cleaned, organized, and restocked housekeeping cart/backpack, following The Landing Hotel brand standards
- Ensure that the Houseperson is completing his/her tasks
Qualifications:
- High School Diploma or GED
- Work experience as a housekeeping supervisor or similar role
- Excellent interpersonal skills
- Must be able to communicate effectively and clearly at all times
- Must have good time management skills
- Must be good at decision making
- Hands-on experience with cleaning and maintenance tasks
- Attention to detail
- A passion for delivering exceptional levels of guest service
- Excellent organizational and team management skills
- Stamina to handle the physical demands of the job
- Proficiency with computers and computer programs, including Google Suite and Microsoft Office
- Flexibility to work various shifts, including weekends and holidays
Working Conditions:
- Ability to use industrial cleaning equipment and products
- Ability to properly work with contaminants and soiled items
- Ability to physically clean hotel rooms/bathrooms
- Ability to lift 25lb
- Ability to stand, walk, stoop, squat, kneel, stretch, reach, bend, twist and crouch
- Ability to be on feet for extended periods of time
