Housekeeping Supervisor

Description

Essential Functions

• Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino
• Hotel and live the mission of always providing exceptional service.
• Assist in interviewing, hiring, orientation and training of new housekeeping and laundry team members. Following hire, counsel, discipline, and make recommendations regarding continued employment of housekeeping and laundry room team members
• Approve plans, and schedule, assign, direct and review team members’ work, coaching, mediating differences, recognizing, and rewarding team members’ performance
• Lead the execution of guest services standards to ensure requirements and standards are met
• Champion the Eye, Hi, Goodbye program in housekeeping/laundry operations
• Adjust or balance the staff size to maximize productivity or control labor costs without sacrificing guest service
• Assign room disbursement boards by the number of attendants available
• Perform quality assurance checks in assigned area(s)
• Work effectively with peers, team members, and regulatory agency personnel
• Receive compliments and complaints, investigating complaints and taking necessary action, and acting on compliments and commendations, passing along to team members and management
• Perform a monthly or bimonthly inventory and requisition housekeeping and laundry supplies for approval by the Director of Hotel Operations
  • Skill in operation of the following tools and equipment: Commercial laundry washer and dryer, commercial iron, chemical dispensers, cleaning chemicals and usage, laundry cart and chute, ozone machines and vacuum cleaner.

• Understand and comply with the Eye, Hi, Goodbye program.
• Regular attendance is required.

Other Duties and Responsibilities

• Know current casino promotions to provide information to guests upon request
• Maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members, etc.
• Practice safety standards always. Verbally report all safety issues to hotel maintenance immediately and issue work order through the electronic work order system
• Follow all universal precautions, blood borne pathogen procedures and Personal Protective Equipment (PPE) as required.
• Take responsibility for keeping a safe work area by knowing where to get information, knowing how to read product labels and Material Safety Data Sheets (MSDS), and knowing when and how to warn others about hazards. Adhere to and comply with all safety regulations when handling chemicals according to MSDS
• Report equipment malfunctions promptly to the supervisor and maintenance order system
• Provide assistance to other team members to contribute to the smooth operation of the department and the hotel
• Complete chemical, amenity, and linen inventory on a weekly basis
• Maintain security of equipment, keys and supplies issued each day
• Promote excellent guest service by practicing a courteous, tactful, and patient manner with other team members, management, guests, vendors, and other members of the public.
• Always practice the 5/10 rule:
  • When passing guests or team members within a 10-foot radius make eye contact
  • When passing guests or team members within a five-foot radius, acknowledge, and verbally greet, such as “good morning, afternoon, evening”
• Immediately report any suspicious activities by guests or others
• Perform other related duties as may be assigned by reporting supervisor

• Due to the cyclical nature of the hospitality/casino industry, team members may be required to work varying schedules to meet the business needs of Apache Casino Hotel.  We are busiest during weekends and holidays, events, and peak seasons as they occur. There is a reasonable expectation you will be scheduled on duty and/or “on-call” during any of these times.  The work week is typically 45 hours with a one-hour lunch.

Core Competencies

• Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state, and local regulations
• Maintain a neat, clean, and well-groomed appearance (specific standards may apply departmentally based on uniform requirements).  Where uniforms are required, they must be clean and pressed at the beginning of each shift
• Understand and comply with the Eye, Hi, Goodbye program
• Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details
• Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members
• Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs
• Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise
• Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority
• Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly
• Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others, and recognizing their concerns and feelings to build and maintain long-term associations based on trust
• Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members
• Ability to operate various types of equipment used in your department, for example personal computers, printers, copy machines, facsimile machines, and telephone
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Physical Demands and Work Environment

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential job functions.

While performing job duties the team member occasionally sits, and uses hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The team member stands for prolonged periods and walks, climbs or balances, and stoops, kneels, crouches, or crawls.  The team member must occasionally lift up to 35 pounds and push, pull or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing job duties the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate, and there are fluctuations in lighting due to flashing lights from slot machines and band lighting.

Qualifications

Minimum Qualifications

• High school diploma or GED preferred
• Hotel housekeeping and commercial laundry room experience preferred
• Ability to work with personal computers, cleaning equipment and sanitation systems
• Ability to read and interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Pass a background check and drug-screening test