Summary of Functions

Supervises and manages all activities relating to the Hotel Housekeeping department in conjunction with the Hotel Operations Manager. Provides the department with leadership whereby they achieve results in accordance with objectives, performance, and Four Star/ Four Diamond quality standards established by Northern Quest Casino and Resort. Responsible for training supervisors on basic management skills and hospitality service systems.

Is responsible for cleanliness throughout the hotel to include guest rooms, designated public areas, and designated back of the house areas. Work closely with the maintenance department to maintain the high appearance and operation standards for the Resort.

Northern Quests Resort & Casino’s Core Purpose and Core Values will be present in all activities. Lead by example.

Essential Duties and Responsibilities

• Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, NQRC Policies and Procedures
• Participate in formulating and administering Hotel Housekeeping department policies and developing long-range goals and objectives.
• Maintain excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance.
• Ensures customer satisfaction throughout the property by observing and expeditiously reporting deficiencies to department heads; and if the situation warrants, directly intervening to rectify the problem.
• Monitor and justify expenditures to ensure they meet budgetary guidelines.
• Assist the Hotel Operations Manager with controlling labor, supplies, equipment, and other related materials.
• Monitor the ordering and inventory controls on all purchases.
• Ensure monthly inventorying of all linens, guest supplies, and guest amenities.
• Assist the Hotel Operations Manager with the development and review analyses of activities, costs, operations, and forecast data to determine Hotel Housekeeping department progress toward stated goals and objectives.
• Schedules interdepartmental projects, staffing and assigning the appropriate personnel according to occupancy and business levels for the housekeeping tasks in all guest rooms, and designated public and back-of-the house areas.
• Make recommendations on capital purchases regarding in-room items/amenities and Hotel Housekeeping equipment using continuous life cycle tracking.
• Maximizes office productivity through proficient use of appropriate software applications.
• Demonstrate a commitment to support all software applications used, ensuring proper function.
• Ensure appropriate staffing levels to best manage labor costs and budget goals while maintaining outstanding guest service and cleanliness standards.
• Be constantly aware of hotel arrival and departure situations as it relates to guests in all areas, changes in forecast for the demands of the week.
• Conduct routine inspection of the areas of responsibility to ensure professional appearance, cleanliness, and safety measures are well maintained and keeps appropriate inspection and/or safety records.
• Coordinate with the Hotel Operations Manager and Maintenance to ensure the implementation of a planned maintenance program to ensure assets and services are maintained to required standards and can operate without interruption.
• Disseminate special request information to appropriate teams/departments.
• Develop Team Member knowledge and skills through education, training, daily pre-shifts, coaching, and corrective measures.
• Engage in Certified Trainer Program and utilize HR Organizational Development to maximize Team Member skills.
• Oversee selecting, training, coaching, counseling, appraising, and retaining direct reports who are well-motivated, trained, and consistently perform actions and behaviors that reinforce the Core Values and Purpose of NQRC.
• Continuously enhance/enforce Kalispel Hospitality and Forbes standards with Team Members and ensure all new hires are trained to standards.
• Fill in for any duties in the reporting department as needed as well as housekeeping duties at Northern Quest RV Resort as needed.
• Perform daily and weekly payroll monitoring and accurate and timely submittal of department work schedules.
• Empowers and guides Team Members to address service opportunities or offer appropriate service recovery.
• Always promotes positive guest and Team Member relations while ensuring cohesiveness with external departments.
• With the Hotel Operations Manager conduct regular departmental meetings and ensures the documentation of meeting notes
• Stays abreast of the current trends and practices within area of responsibility and communicates pertinent information to management, peers, direct reports, and team members as appropriate.
• Ability to recognize and react to conditions, both internal and external, which present a positive or negative image of the resort.
• Team Member interaction includes interviewing potential team members, conducting Quality Performance Checkpoints (QPC) while including Key Performance Indicators (KPI) as well as providing or organizing training and development.
• Meets with Hotel Operations Manager, peers, and direct reports frequently with emphasis on increasing efficiencies and productivity.
• Establish and maintain open lines of communication within departments as well as with external departments.
• Maintains a Core Values focused tone.
• Deals with guest complaints/requests expeditiously when approached.
• Attends required meetings as outlined by the Executive Director of Resort Operations, Senior Director of Rooms, and/or Hotel Operations Manager.
• Available to work any changes in hours deemed necessary for business levels.
• Responsible for maintaining a good attendance record.
• Responsible for completing any manager-on-duty or ambassador style functions and shifts as requested by the Hotel Operations Manager, Senior Director of Rooms, and/or Executive Director of Resort Operations.
• Ensure prompt and discreet notification to appropriate management of any observation of illegal acts or internal ethics violations.
• Ensure proper cash handling/tip procedures within reporting departments.
• Knowledgeable of the property’s Team Member Handbook.
• Is knowledgeable of all emergency procedures, fire alarm operations, and can take charge in an emergency, if needed.
• Maintain procedures for chemical and equipment in accordance with Northern Quest Resort and Casino and Federal safety regulations.
• Monitors proper use of building equipment and tools with an emphasis on safety.
• Advises the Hotel Operations Manager and Senior Director of Rooms of and protects against any liability possibilities.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• May be required to be a panelist for the Internal Review Hearings.
• Enforce compliance with administrative policies, procedures, safety rules and health regulations.
• Ensures that OSHA regulations are complied with, within the department and/or division.
• Knowledgeable of all federal and local laws as they relate to and govern the operation of the property.
• This job description does not list all of the duties of this position. You may be instructed by the Hotel Operations Manager or other senior management to perform other duties as assigned. Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.

Supervisory Responsibilities

Directly supervises 6-12 Supervisors 3 and indirectly 60 team members in the Hotel Housekeeping department. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing team member complaints, and resolving problems.

This position will report directly to the Hotel Operations Manager and will be responsible for discretion in immediate reporting in crisis or urgent matters, as well as standard daily and weekly reporting.

Education

• An Associate’s Degree (A.A. or A.A.S.) preferred.

Experience

• Three to five years leadership experience required.

• Experience in four star/four diamond hotel preferred.

Skills

• Proficient in the use of Microsoft programs and other computer software.
• Knowledge of procurement procedures and inventory systems.
• Ability to read, analyzes, and interprets the most complex documents, including but not limited to, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to write presentations and written communication using original or innovative techniques or style.
• Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or Tribal Council.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems collects data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to analyze and solve complex management problems having non-standard solutions.
• Ability to maintain effective working relationships with public officials, department heads, associates, and the public.
• Skill in effectively, communicating information through verbal and written correspondence to employees, managers, clients, customers, and the public, including writing reports, business correspondence and procedural manuals.
• Skill in solving practical problems and dealing with situations where only limited standardization exists.
• Excellent organizational, communication and leadership skills.
• Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.
• Skills in assessing operation, program, staffing and fiscal needs.
• Skill in identifying and resolving administrative/guest hospitality problems under pressure conditions.

Other Requirements

• Ability to obtain and maintain a Tribal Gaming License.
• Washington State health card.
• Valid Washington or Idaho Driver’s License (Must be in possession while operating a Tribal vehicle).
• Hepatitis A & B shots.
• Work nights, weekends, and holidays as required.

Physical Demands

• Requires the ability to lift and/or move objects weighing up to 75 pounds.
• Constantly requires the ability to give and receive detailed information through verbal communication.
• Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
• Constantly requires working with fingers rather than the whole hand or arm.
• Constantly requires repetitive movement of the back, shoulders, arms, wrist, hands and / or fingers.
• Constantly requires walking and / or standing for sustained periods of time.
• Constantly requires raising objects from a lower to a higher position or moving objects horizontally.
• Often requires stooping, crouching and / or kneeling which entail the use of the lower extremities and back muscles.
• Often requires working in damp, dusty and dirty areas. Must clean up human biohazard and / or body fluids as required.
• Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
• Occasionally requires sitting for sustained periods of time.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles. The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions. The noise level in the work environment is usually moderate.

Travel Requirements

Local travel is occasionally required. Travel outside of the state is infrequently required. Typical travel time is generally less than a week.

Skills

• Leadership Skills
• Attention to Detail
• Communication Skills