GENERAL SUMMARY

Assists in the daily operations of the housekeeping department. Supervises, motivates, trains, and develops Supervisors, Guest Room Attendants, and House Persons. Ensures all areas of the hotel are cleaned and maintained.

CORE SCOPE OF POSITION

• Supervises and coordinates activities of team members engaged in cleaning and maintaining the hotel premises and surrounding grounds.
• Schedules and coordinates work assignments, breaks, and days off.
• Trains team members on job performance, department and casino standard practices. Ensures that all team members are trained in all departmental procedures, rules, regulations and standards.
• Provides coaching, monitoring and discipline of team members when property and rooms cleanliness are not up to par.
• Ensures that the team members are completing tasks in a safe manner and in compliance with all applicable safety regulations and/or standards.
• Performs daily inspection of guest rooms, linen closets, stairwells, pool, elevators, fitness center, and other hotel areas to ensure standards are maintained.

• Maintains required records, gathers statistics and prepares reports as required.
• Provides assistance to other job classification as needed.
• Cleans rooms, pool, and fitness center when short staffed.

• Responds to emails, voicemails, radio and/or Spectra Link calls and ensures all requests of labor or material are accomplished in a timely manner.
• Monitors and handles guest complaints while ensuring guest satisfaction.
• Promotes and maintains the highest level of guest service.
• Ensures staff is aware of marketing promotions, and changes related to the hotel policies and procedures.
• Performs other duties as assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of - these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

• Is a role model of the Viejas’s service culture.
• Leads by example and creates strong morale and engagement in his/her team.

• Communicates company and departmental goals and fosters open communication across the department.
• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Interacts with internal and external guests.
• Frequently interacts with subordinate supervisors and functional peer groups. Interaction normally requires the ability to gain corporation of others, conducting presentations of technical information concerning specific projects or schedules.

SUPERVISION

• Provides direct supervision to Housekeeping Supervisor, Guest Room Attendant, and House Persons.
• Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

KNOWLEDGE AND SKILLS

• Excellent verbal, written, and interpersonal communication skills.
• Excellent guest service and hospitality skills.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Knowledge of Microsoft Word and Excel.
• Able to learn Property Management System (PMS).
• Ability to resolve problems efficiently and effectively.
• Ability to work with diverse personalities and environment.
• Ability to multi-task and work in a fast-paced, deadline-oriented environment.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).
• Associate’s degree preferred.
• Valid California driver’s license.

EXPERIENCE

• 2 to 5 years related experience and/or training
• Supervisory/leadership experience required.