Under the direction of the Assistant Manager, the Housekeeping Supervisor manages the work activities of the housekeeping Team Members to ensure clean, orderly and attractive rooms meet Pechanga Resort Casino’s commitment to Four Diamond Service and Standards.
FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to customer service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino.
KEY RESPONSIBILITIES
- Conduct continuous walkthroughs and inspections of all Hotel public areas, guest rooms, and back of house, evaluating performance of staff and monitoring all Team Members assigned to ensure consistent productivity.
- Follow and enforce all established Company and departmental policies and procedures.
- Prepare and distribute all housekeeping assignments and projects and ensure all assigned duties are carried out according to the departmental standards.
- Report any facility problems, required maintenance deficiencies, repairs, and follow ups; monitor and report progress to Executive Housekeeper.
- Ensure Team Member grooming and uniform standards are maintained according to departmental standards.
- Ensure strict adherence to key/pager/radio policies and procedures.
- Provide a friendly and courteous guest/Team Member contact experience. Maintain detailed knowledge of Resort/Casino services and hours of operation. Respond to guest requests and inquiries in a prompt and efficient manner.
- Conduct pre-shift meetings, direct the work force, provide support to staff, and delegate job duties.
- Perform administrative functions up to and including disciplinary actions, coaching, training, and development of Team Members, counselling, and completion of Team Member evaluations.
- Ensure compliance with all departmental service guarantees.
- Maintain a knowledge and comprehension of all rules and regulations contained in the standards manual.
- Conduct interviews and recommend hire of new Team Members.
- Check all cleaning aids and equipment to ensure proper working condition and compliance with the Company safety policies.
- Prepare and write reports, ensure proper and complete documentation of all incidents are reported.
- Utilize computer and tablet to check email, create shift reports, and place work orders.
- Atten meetings as required.
- Participate in the positive delivery of all Company and departmental policies and procedures and the changes to any policies and procedures.
- Keep immediate supervisor informed of all problems or unusual events and/or refer difficult situations to his/her attention for handling.
- Familiar with all safety and emergency procedures.
- Other duties as assigned.
ACCOUNTABILITY: This position serves in a supervisory capacity. Responsibilities may include budgeting, hiring/terminations, Team Member relations issues, mentoring, and corrective actions. This position requires a mindful approach to resource management and is responsible for maintaining and providing a positive and professional work environment.
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QUALIFICATIONS AND GUIDELINES
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EDUCATION/EXPERIENCE/TRAINING: High school diploma or general education degree (GED); three (3) to six (6) months related experience and/or training; or equivalent combination of education and progressive, relevant, and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.
COMMUNICATION SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or team members of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS:
- Qualify to obtain and maintain a Class “A” gaming license.
SKILLS/ABILITIES:
- Basic computer experience required; experience with Outlook, Microsoft Office suite, and Halogen preferred.
- Ability to stand for approximately 90% of shift.
- Ability to be a clear thinker in pressure situations and exercise good judgement.
- Ability to remain alert throughout the duration of the shift and remain calm during emergency situations.
- Ability for light lifting up 25 pounds – Infrequently.
DISCLAIMER:
The above information on this description has been designed to indicate the general nature and level of work performed by Team Members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this job.
