Ensure the smooth operations of the Housekeeping/Wardrobe Departments. Establish, train, coordinate and monitor service standards of hotel operating departments to ensure strict adherence to Standard Operating Procedures and Service Standard. Ensure guest satisfaction in providing top quality customer service and hospitality. Recommend and implement services and procedural changes. Monitor and control expenses within approved budget constraints.

Essential Duties and Responsibilities

• Manage multiple property operations and expenses to meet budget and target goals.
• Maintain high standards of customer service. Listen and respond to guest inquiries in a professional manner. Answer questions and offer assistance by providing accurate information on services relating to hotel, casino and the city in a friendly and welcoming manner. Ensures guest complaints result in 100% guest satisfaction.
• Provide a clean environment in public and employee areas.
• Maximize efficiencies of labor and service in hotel departments.
• Produce report of operations in a regular and timely basis.
• Strive to meet occupancy and revenue goals.
• Assist with annual budget for Housekeeping/Wardrobe/EVS departments. Monitor Profit and Loss statements and adjust as needed.
• Completes interviews, evaluation and progressive positive/corrective discipline action when required in a timely manner.
• Must enforece all OSHA and Safety policies and procedures. Maintain work area in a clean and sfe manner. Assist with Guest liability claims.
• Conduct and attend meeting as required.
• Participate in task forces and committees as requested.
• Perform special projects and other tasks as assigned by VP Hotel Operations, Director of Hotel Operations & Director of Housekeeping.

• Ensure all department equipment, supplies, keys are properly accounted daily. Monitors all supplies and amenity levels in assigned areas.
• Counsels, guides and instructs assigned personnel in the proper performance of their duties. Respond to employee concerns timely.
• Demonstrates a pleasant and enthusiastic demeanor at all times.
• Oversees operations of Housekeeping/Wardrobe/EVS, ensuring all requests or instructions are executed in a timely manner. Monitor daily work performance of all hourly Housekeeping/Wardrobe/EVS staff ensuring the completion of their duties and any other assigned work.
• Implement, enforce, and monitor departmental/hotel policies and procedures to ensure quality service.
• Compile departmental work schedules and monitor workload to ensure a proper balance of work. Prepares schedules to ensure all areas are properly staffed. Makes necessary adjustments as needed.
• Generate, review and analyze a variety of reports on a daily basis in order to monitor efficiency and costs.
• Provide input into both short- and long-term goals and assist in implementing specific strategies to achieve the goals.
• Report problems found in operation and any unsafe equipment or unusual situations requiring action.
• Report all maintenance discrepancies and situations in a timely manner and effectively follows through.
• Ensures all tower public areas are cleaned and well-maintained upholding hotel standards.
• Attend all training classes as directed by the company. Assist in training of new employees.
• Attend and participate in pre-shift department meetings.

Job Specifications

• Minimum 5 years of management level experience in hotel business.
• Comprehensive computer knowledge in Microsoft Office - Word, Excel, Outlook. LMS system preferred.
• Ability to create and decipher spread sheets and figures.
• Ability to communicate effectively in English, both verbal and written form in a professional manner.
• Ability to bend, stoop or kneel; climb, ascend and descend stairs; maintain equilibrium. Ability to stand and walk for the duration of a shift. Ability to reach for specific objects at short distances in working areas.
• Sufficient manual dexterity of hand to utilize a computer keyboard and calculator.
• Knowledge of chemicals and cleaning equipment; project management and scheduling.
• Knowledge of Culinary Union contract.
• Ability to make good sound judgment decisions regarding employee and guest safety as well as professional customer service skills.
• Must be familiar with guestroom cleaning techniques to include industrial carpet and floor care, as well as basic guestroom cleaning.

Working Conditions

Fast paced environment, multiple tasks to be handled under time constraints. Must be flexible and willing to work any shift. Must be able to lift up to 50lb and handle sensitive situations relating to staff and guest problems, in a timely manner. Must be willing to work multiple properties.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.