Executive Housekeeper

Position Summary

Responsible for strategic and operational leadership of Housekeeping and Laundry for a high-volume, $1B 4-star casino resort. Oversees cleanliness standards, guest room readiness, public space presentation, linen/laundry operations, staffing, budgeting, procurement, and systems management. Ensures compliance with AAA 4-Diamond standards and property brand requirements as well as the unique operational environment of a tribal gaming enterprise. Leads pre-opening setup (if applicable), including SOP development, staffing models, par levels, and vendor coordination. while operating effectively in a 24/7 resort and gaming environment.

Key Responsibilities

Direct all housekeeping and laundry operations, including guest rooms, public areas, back-of-house, and uniform/linen distribution

Establish and maintain AAA 4-Diamond cleanliness and presentation standards

Develop and execute pre-opening plans (if applicable): staffing, training programs, SOPs, inventory build, and operational workflows

Hire, train, schedule, and manage departmental leaders and line staff; maintain productivity and labor standards

Implement and manage housekeeping systems (e.g., PMS/HotSOS/REX room assignment/inspection tools)

Develop, maintain, and audit par levels for linen, terry, uniforms, and guest supplies

Oversee ordering and inventory control for OS&E; coordinate with Purchasing and Finance for cost controls and forecasting

Support FF&E planning, selection input, installation coordination, and lifecycle management

Ensure efficient laundry operations (on-premises or outsourced), including quality control, chemical usage, and equipment maintenance

Conduct regular inspections and quality assurance audits; drive corrective action plans

Manage departmental budgets, KPIs, and reporting (labor %, cost per occupied room, linen loss, productivity)

Enforce safety, sanitation, and regulatory compliance standards, including applicable tribal, federal, and state requirements

Collaborate cross-functionally with Front Office, Engineering, Security, and Casino Operations

Handle guest escalations related to housekeeping; ensure service recovery standards are met

Adhere to and support casino security, surveillance, and controlled access protocols within operational areas

Maintain strict confidentiality of guest information, VIP accommodations, and operational data

Knowledge, Skills, and Abilities

1. Housekeeping & Laundry Operations

• Direct all housekeeping and laundry operations including guest rooms, public areas, linen distribution, and uniform control
• Establish and maintain AAA 4-Diamond cleanliness and inspection standards
• Ensure quality control of laundry operations (on-site), including chemical usage and equipment performance

2. Pre-Opening & Systems Management

• Lead pre-opening setup including SOP creation, staffing models, and operational workflows
• Implement housekeeping systems (room assignment, inspection platforms, inventory tracking)
• Develop and maintain productivity standards and labor models

3. Inventory, OS&E, and FF&E

• Establish and manage par levels for linen, terry, uniforms, and guest supplies
• Oversee OS&E ordering, inventory control, and vendor coordination
• Support FF&E planning, installation, and lifecycle management

4. Team Leadership & Training

• Hire, train, and manage large teams across housekeeping and laundry operations
• Develop training programs aligned with AAA 4-Diamond service standards
• Conduct inspections, audits, and ongoing coaching to maintain service levels

5. Financial & Operational Performance

• Manage departmental budgets, labor costs, and forecasting
• Track KPIs including cost per occupied room, productivity, and linen loss
• Implement cost control strategies without compromising guest experience

6. Cross-Functional Coordination

• Partner with Front Office, Engineering, and Casino Operations to ensure room readiness and guest satisfaction
• Manage service recovery and guest escalations related to housekeeping

7. Misc. Duties

Perform additional duties as assigned by leadership

Experience: Minimum 2 years as an Executive Housekeeper in a casino resort environment (required)

Experience in a high-volume, 4-star or AAA 4-Diamond property (required)

Pre-opening experience (preferred)

Education: Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience acceptable

Licenses and Certifications: Must be able to obtain a Catawba Gaming License.

Work Environment & Physical Demands - While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. Prolonged periods of sitting at a desk and working on a computer. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. This role operates within a fast-paced, 24/7 casino and hospitality environment requiring frequent movement throughout guest and operational areas

This position description is not an exhaustive listing of the expectations associated with the role and additional tasks may be assigned as needed by management. Changes to this document may only be made by a member of the Human Resources team.

Catawba Indian Nation exercises Indian Preference: Native American Indian preference shall apply to this position.