Position Title: Housekeeping Office Manager
Reports To: Executive Housekeeper
Supervises: N/A
Summary of Position
The Office Manager coordinates and oversee administrative duties in an office, and ensures that the office operates efficiently and smoothly. His/her duties include communicating with department heads, relaying important information or policy change from upper management and implementing a productive purchase plans for all supplies needed in each department. As part of the essential functions of this position the Office Manager will have access to confidential information, only to be shared with department leadership.
Key Responsibilities and Performance/Behaviors
- Can explain and demonstrate Hospitality Behaviors and Performance Standards.
- Understands where to get the information needed to complete tasks to standard.
- Can explain and demonstrate technical skills used to complete tasks to standard.
- Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
- Understands how to take ownership of problems and solve them when solutions may not be available.
- Can explain how to request help from others when needed to complete task or goal.
- Has complete knowledge and can tell others of IMGR&C products and services.
- Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
- Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
- Responds to obstacles; finds new ways to reach desired end results.
- In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
- Responds to change by quickly applying talent and skills in a positive way to succeed.
- Supports achievement of Quality Goal; “Do it right the first time.”
- Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
- Makes suggestions to improve performance.
- Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
- Approaches all activities with enthusiasm and encourages enthusiasm from others.
- Chooses a positive approach in all situations.
- Respects individuality of others; continues to communicate in order to work together.
- Speaks positively about guests, other team members and our business in all situations on and off property.
- Treats other with respect in all situations.
- Serves others.
- Identifies and can communicate needs of guests and others.
- Takes quick action to serve others in a way that meets/exceeds their needs.
- Identifies ways to improve individual or team’s service to others.
- Provides service outside job responsibilities if needed to help resort succeed.
- Takes ownership of guest problem(s) until it is solved.
- Meets IMGR&C Appearance standards.
- Professionally supports IMGR&C reputation and image in all situations, on and off property.
- Meets IMG&C policy for attendance.
- Informs supervisor of future absence as far in advance as possible.
- Provides information others need to succeed, in time for them to use it.
- Shares with next shift the information needed for them to succeed.
- Listens to others without interruption; acts on their feedback when possible.
- Asks questions to better understand expectations of others.
- Reports all guest complaints and compliments to Supervisor or Manager.
- Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
- Puts Success of team ahead of personal success.
- Helps other team members succeed without being asked.
- Takes action to resolve conflict between individuals.
- Helps other departments achieve success.
- Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
- Does whatever is necessary to help department and resort success.
- Contributes ideas that support progress and success at shift, team and departmental meetings.
- Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:
- Will be responsible for assisting day to day operations of the Hotel Housekeeping and Environmental departments, as well as providing administrative assistance to the Laundry and Uniforms department, as needed.
- Will be responsible for maintaining detailed records for the departments including attendance, supplies and par levels, schedules of special projects and equipment maintenance, and maintaining inventory of company assets.
- Research, analyze, and make determinations regarding new equipment and amenities to ensure purchases are within budget, safety, and service objectives.
- Will assist the Housekeeping Manger and Environmental Manager with interviewing and completing the hiring process in a timely manner.
- Will coordinate and oversee the daily functions of the departments, including assignments of tasks and ordering of supplies.
- Will create schedules for staff with the support of Department Managers.
- Will be required to implement new policies and procedures.
- Will be required to answer phone calls, emails and radio communications and dispatching calls to department staff, and other tasks assigned by Executive Housekeeper.
- Assist guests with issues that are beyond control of supervisors, ensuring guests satisfaction while operating within established guidelines and policies.
- Resolving customer challenges and issues beyond authority of staff to ensure guest satisfaction while operating within established guidelines.
- Adheres to all regulatory, resort, departmental, casino policies and procedures, and the casino Internal Control Structure.
- Other duties may be assigned.
- Supervisory Responsibilities
N/A
- Education and/or Experience Requirements
- Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
- Associates Degree in Business or similar field; or seven years Manager Experience may be substituted for education.
- History of good attendance and reliability with meeting deadlines.
- Must have excellent oral and written communication skills, with the ability to communicate effectively and professionally using various forms of communications, including phone, email and radio.
- Advanced computer skills with experience using Microsoft programs (Outlook, Excel, and Word).
- Experience with Kronos and/or Visual One PMS strongly preferred.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position
While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
