Essential Functions
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Responsible for ensuring inventories of; chemical, amenity, linen and terry are completed on time.
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Assists in interviewing, hiring, orientation and training of new housekeeping and laundry team members.
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Approve plans, and schedules, assigns, directs and review’s team member’s work.
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Appraises, coaches, mediates, recognizes and rewards team member’s performance.
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Responsible for counseling, disciplining and making recommendations for dismissal of housekeeping and laundry room team members.
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Performs quality assurance checks in assigned area.
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Leads the execution of Guest Services standards to ensure requirements and standards.
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Champion the Eye-Hi-Goodbye in housekeeping/laundry operations.
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Adjust or balance the size of staff in order to maximize productivity or control labor costs without sacrificing guest service.
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Receives records, investigates, and acts upon guest complaints as well as compliments and commendations.
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Assigns, inspects, housekeeping and laundry facilities.
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Assigns room disbursement boards by the number of attendants available.
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Investigates complaints regarding housekeeping and laundry services and equipment and takes necessary action.
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Takes a monthly or bimonthly inventory, requisitions housekeeping and laundry supplies for approval by the Director of Hotel Operations.
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Skill in operation of the following tools and equipment:
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Commercial Laundry Washer and Dryer
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Commercial Iron
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Chemical Dispensers
- Cleaning Chemicals and Usage
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Laundry Cart
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Laundry Chute
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Ozone Machines
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Vacuum Cleaner
Other Duties and Responsibilities
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Know current casino promotions to provide information to guests upon request.
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Ability to maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members etc.
- Practice safety standards at all times. Verbally reports all safety issues to hotel maintenance immediately and issue work order through the electronic work order system.
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Follow all universal precautions, bloodborne pathogen procedures and Personal Protective Equipment (PPE) as required.
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Must take responsibility for keeping a safe work area. This is done by knowing where to get information, knowing how to read product labels and Material Safety Data Sheet (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.
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Reports equipment malfunctions promptly to the supervisor and maintenance order system.
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Provide assistance to other employees to contribute to the smooth operation of the department and the hotel.
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Maintains security of equipment, keys and supplies issued each day.
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Promotes excellent guest service by practicing courteous, tactful and patient manner with other associates, management, guests, vendors and other members of the general public. Always practice the 5/10 rule:
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When passing guests or associates within a 10 foot radius make eye contact.
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When passing guests or associates within a 5 foot radius, acknowledge, and verbally greet such as “Good Morning, Afternoon, Evening”
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Understand and comply with established appearance standards and professional behavior.
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Understand and comply with the attendance policy.
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Understand and comply with the Eye-Hi-Goodbye program.
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Immediately report any suspicious activities by guest or others.
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Performs other related duties as may be assigned by reporting senior.
Core Competencies & Responsibilities
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Initiative: Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes; undertake additional responsibilities and respond to situations as they arise without supervision.
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Attention to Detail: Able to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
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Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or team member; listen well.
- Continuous Learning: Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
- Willingness to Serve: Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
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Quality: Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect materials for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
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Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly.
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Respect: Able 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. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
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Policies, Process, Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices.
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Team Centered: Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.
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Flexibility: Adjust work priorities as necessary. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and team members may be asked to work shifts other than those they prefer or normally work and overtime as required.
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 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 team member is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The team member is required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The team member must occasionally lift up to 35 pounds and/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 the duties of this job, 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 team member may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate.
- High school diploma or GED preferred.
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Hotel Housekeeping and Commercial Laundry Room Experience preferred.
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Must be able to work effectively with peers, staff members, and regulatory agency personnel.
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Require the formal training needed to have the knowledge, skills and abilities to work with personal computers, cleaning equipment and sanitation systems.
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Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
