Job Description

Supervise Guest Room Attendants and Housepersons. Assign job tasks, inspect clean rooms, and continuously train staff, ensuring excellent guest service.

Job Title: Supervisor Housekeeping

Department: Hotel

Reports To: Manager Hotel Operations

FLSA Designation: Exempt

License Type: Non-Gaming

Target Pay: $67,000 - $82,000

Essential Job Functions:

• Provide the highest quality of service to the guest always and anticipate and exceed guest expectations
• Know and live the Rivers Casino & Resort mission and The Landing Hotel brand basics
• Supervise Housekeeping staff including GRA’s and Houseperson
• Complete schedule, oversee staffing levels and adjust ensure service levels are met within labor model, ensuring that all associates are following their schedule and taking their breaks
• Assign specific duties to staff for efficient operation of Housekeeping
• Oversee department in absence of Housekeeping Manager
• Order and complete inventory and daily payroll as directed
• Ensure that all associates have proper supplies, equipment and uniform including name tag, gloves, and goggles
• Capable of performing all hourly functions and operating all equipment in department
• Assist in training new associates and cross-training existing associates
• Assist in interviewing and hiring new associates for the department
• Resolve routine associate issues as needed and bring issues to the attention of the Department Manager as necessary
• Make recommendations to manager in accordance with progressive discipline policy
• Train associates on safety standards and enforce those standards on a consistent basis
• Identify associates engaging in unsafe behaviors and retrain them appropriately
• Complete accident investigations and take steps to prevent future accidents, following up with injured associates
• Follow proper use of approved chemicals and accurately label chemical containers
• Always use gloves and goggles when handling chemicals, and complete Chemical Training and Blood borne Pathogen Training
• Practice safety standards always and keep the property safe for guests and fellow associates
• Use wet floor signs as required
• Use personal protective equipment
• Conduct daily pre-shift meeting
• Perform uniform inspection prior to opening shift and make necessary corrections immediately
• Represent department at staff meetings as required
• Know laws concerning treatment of trespassers
• Have a thorough knowledge of emergency procedures and ensure staff responds appropriately in the event of an emergency. Know location and use of fire extinguishers
• Demonstrate knowledge of EEO policy, Fair Employment Practices and Fair Labor Standards Act. Promote a harassment-free work environment
• Respond to all pages and radio calls immediately
• Maintain knowledge of Rivers Casino and Resort, hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings
• Communicate properly and effectively with the guest, associates, and managers
• Effectively respond to guest complaints
• Print out daily reports and break out the house by completing Housekeeping boards
• Inspect guestrooms and public areas daily to ensure cleanliness standards
• Communicate and enforce the property’s policies and procedures
• Ensure cleanliness and organization of linen room, laundry area, storage rooms, and Guest Room Attendant’s carts
• Know and monitor proper Guest Room Entry Procedures
• Before entering a guest room, knock on the door three times and announce “Guest Room Attendant”
• Ensure Housekeeping staff is consistently following proper sign-in and sign-out for master keys in compliance with key control procedure
• Inspect guest rooms for maintenance needs and complete work orders if needed, including fixtures, televisions, radios, heating/cooling equipment, dishwasher, refrigerator, etc.
• Monitor the proper settings for heating /cooling equipment and radio
• Ensure general daily clean duties are being completed:
  • Change the linen per SOP and make the bed properly
  • Clean bathroom, including walls, mirrors, toilet, floor, tub and shower curtain
  • Dust, clean inside drawers, vacuum floors and clean and check under bed
  • Replace amenity items in the guestroom
  • If applicable, clean kitchen appliances, counters, glassware, dishes, utensils, etc.
• Communicate ready-room status to the Front Desk in a timely manner
• Assist in cleaning rooms and laundry, if needed
• Monitor to ensure that at the end of each shift, staff cleaned, organized, and restocked housekeeping cart/backpack, following The Landing Hotel brand standards
• Ensure that the Houseperson is completing his/her tasks

Qualifications:

• High School Diploma or GED
• Work experience as a housekeeping supervisor or similar role
• Excellent interpersonal skills
• Must be able to communicate effectively and clearly at all times
• Must have good time management skills
• Must be good at decision making
• Hands-on experience with cleaning and maintenance tasks
• Attention to detail
• A passion for delivering exceptional levels of guest service
• Excellent organizational and team management skills
• Stamina to handle the physical demands of the job
• Proficiency with computers and computer programs, including Google Suite and Microsoft Office
• Flexibility to work various shifts, including weekends and holidays

Working Conditions:

• Ability to use industrial cleaning equipment and products
• Ability to properly work with contaminants and soiled items
• Ability to physically clean hotel rooms/bathrooms
• Ability to lift 25lb
• Ability to stand, walk, stoop, squat, kneel, stretch, reach, bend, twist and crouch
• Ability to be on feet for extended periods of time