Overview

Under the direction of the Housekeeping Manager, the incumbent ensures hotel floors and rooms are cleaned and inspected to established Hard Rock property and brand standards.

Responsibilities

• Conducts him/herself in accordance with all Gaming Commission Regulations as well as departmental policies and procedures
• Acknowledge all guests utilizing the 10/5 rule and using the guest name whenever possible
• With assistance from Director of Housekeeping and Housekeeping Managers, manages the property’s Hotel Housekeeping Department in all daily operations
• Creates a culture of high ethical standards, integrity and service at all times
• Personally assists guests, inspects VIP guest rooms, solicits feedback and adapts internal procedures accordingly
• Implements systems that help anticipate the needs of our guests
• Seeks opportunities to improve performance, and implements action plans for improvement
• Works with existing Hard Rock standards and develops property-specific standards to ensure exceptional quality, value, and presentation of room product
• Works with direct reports to help set development plans; conducts performance appraisals and evaluates progress toward goals
• Creates a culture of accountability through quality control metrics for Housekeeping performance
• Ensures that all Housekeeping employees have excellent initial and ongoing training
• Creates a culture of excellence and professionalism as it relates to customer service, employee relationships and interdepartmental interactions
• Coaches, mentors, and motivates the Housekeeping Team to provide an exceptional guest experience, consistent with industry-observed luxury travel standards (AAA / Forbes).
• Ensures integration and teamwork for the department in a positive environment
• Participates in quality assurance program and helps Housekeeping achieve a top-tier rating
• Assure all safety policies and procedures are followed
• Assists in the purchase of linens and housekeeping supplies through performing inventories
• Conduct scheduling for all housekeeping employees
• Works closely with vendors to assure proper pricing, delivery and maintenance
• Is responsible for overseeing the completion of room projects
• Utilize device/HotSOS to place requests for Housemen and other departments
• Is responsible for overall condition of cleanliness and functionality of room, by generating requests through HotSOS/REX Assist in creating housekeeping assignments and maintains them to ensure efficient and accurate execution
• To report for duty punctually wearing the correct uniform/attire. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
• Other duties as assigned

Qualifications

• High School diploma, GED, or equivalent required
• Minimum 1 year of experience in a Hotel Housekeeping Management role or 2 years of experience as Hotel Housekeeping Supervisor
• Bilingual in Spanish preferred
• Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance
• Must possess the ability to take charge, make improvements, build teams and make decisions
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities
• Must possess good knowledge of computers
• Must be detail oriented
• Must possess excellent time management skills
• Must be willing and able to work flexible hours including evenings, weekends
• Must be mobile in order to visit guest rooms, storage areas, offices and other spaces