TRAINING MGR - HOUSEKEEPING

Overview

Under the direction of the Director of Housekeeping, the incumbent ensures hotel floors and rooms are cleaned and inspected to established Hard Rock property and brand standards. The incumbent is also responsible for developing, facilitating, training, coaching, measuring, monitoring and reporting on the department’s training process and results. Align the training processes throughout the department. Serve as a Human Resources ambassador and training liaison for the day to day training responsibilities. Duties include but are not limited to the essential job functions listed below.

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
• Conduct departmental on-boarding: reviewing policies, procedures, department tour, etc.
• Coordinate the training of new hires to ensure that the one-on-one training is progressing appropriately, answer employee questions, ensure that the task inventories are complete, including testing and certifying (by observation) employees on each task.
• Develop training materials, including manuals, job aids, SOPs and program content in accordance to departmental policies, standards and procedures and all DGE Regulations. Review materials periodically and update to reflect changes to existing standards and procedures; maintain the standards and procedures library.
• Coordinate the on-going training of staff to ensure that testing and certification of related SOP’s has been completed before an employee is scheduled to work in a specific area.
  
  
  

Qualifications

• High School diploma, GED, or equivalent required
• Minimum 1 year of experience in a Hotel Housekeeping Manager role or 2 years of experience as Hotel Housekeeping Supervisor
• Bilingual in Spanish preferred
  
  
  

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