Summary of Functions
Provides leadership and operational oversight for all Hotel Housekeeping functions in partnership with the Hotel Housekeeping Manager(s). Responsible for maintaining cleanliness and presentation standards throughout guest rooms, public areas, and designated back-of-house spaces while ensuring exceptional guest satisfaction, team member engagement, operational efficiency, and financial performance. Leads the department in alignment with Kalispel Hospitality, Forbes service standards, and organizational objectives.
Essential Duties and Responsibilities
Guest Service & Quality Standards
- Maintain excellence in Team Member Satisfaction, Guest Satisfaction, and Financial Performance, monitoring guest satisfaction and proactively addressing service deficiencies or operational concerns.
- Conduct routine inspections to ensure cleanliness, safety, maintenance, and service standards are maintained, and coordinate with Maintenance and Hotel Operations to support preventative maintenance initiatives.
- Ensure compliance with Kalispel Hospitality and Forbes service standards, and respond promptly and professionally to guest complaints and requests.
- Communicate guest requests and operational information to appropriate departments, and empower team members to resolve guest concerns and deliver effective service recovery.
- Promote positive guest and team member relations across all departments, and recognize and respond appropriately to conditions that impact the guest experience or resort reputation.
- May perform Manager-on-Duty or ambassador functions as assigned.
Operations, Financial & Inventory Management
- Assist with budget development, expense management, labor control, and departmental financial performance, and assist in analyzing operational data, forecasting departmental needs, and evaluating departmental performance.
- Monitor purchasing activities and inventory controls for supplies, linens, amenities, and equipment, and ensure accurate monthly inventory counts of linens, guest supplies, and amenities.
- Develop staffing plans and schedules based on occupancy levels and operational demands, ensuring staffing levels support guest service standards while meeting labor budget goals.
- Monitor hotel occupancy trends, arrivals, departures, and forecasted business levels.
- Recommend capital purchases and equipment replacements through lifecycle management practices, and maximize productivity through effective use of technology, software applications, and departmental operational tools.
- Monitor payroll and ensure timely and accurate submission of schedules and labor records, and ensure proper handling of cash and gratuities within reporting departments.
- Assist with housekeeping functions as needed, including support for RV Resort housekeeping operations.
- Participate in developing departmental policies, procedures, goals, and long-range strategic initiatives.
Team Leadership & Compliance
- Develop team member knowledge and skills through coaching, training, daily briefings, and performance management, partnering with Human Resources and organizational development resources to enhance team performance and professional growth.
- Oversee recruitment, selection, onboarding, coaching, counseling, performance management, and retention of team members, and participate in interviewing, performance evaluations, Quality Performance Checkpoints (QPCs), and development planning.
- Conduct and document departmental meetings and communications, and maintain communication with leadership, peers, and direct reports to improve operational effectiveness.
- Ensure compliance with Kalispel Tribe of Indians Internal Controls, Northern Quest Resort & Casino policies and procedures, OSHA regulations, and applicable laws; maintain knowledge of company policies, emergency procedures, and safety protocols.
- Monitor safe operation and proper use of departmental equipment and chemicals, and advise leadership regarding operational risks and liability concerns.
- Support responsible gaming and responsible alcohol service initiatives.
- Stay current on industry trends, best practices, and operational improvements, and attend required meetings and training programs.
- Maintain regular attendance and punctuality, and may be required to serve as a panelist for Internal Review Hearings.
Supervisory Responsibilities
Directly supervises approximately six (6) to twelve (12) supervisors and indirectly supervises more than sixty (60) team members within the Hotel Housekeeping department. Carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including hiring, training, scheduling, performance management, coaching, corrective action, recognition, employee development, and conflict resolution.
Education
- Associate Degree (A.A. or A.A.S.) preferred.
Experience
- Three (3) to five (5) years of leadership experience required.
Skills & Abilities
- Must be computer literate with a working knowledge of Microsoft Office Word, Outlook, and Excel programs.
- Skill in identifying and resolving problems under pressure conditions.
- Solid interpersonal skills with emphasis on verbal communication and interfacing with a diverse array of people, including staff members, department heads, and customers.
- Knowledge of a 24-hour, 7-day-a-week operation.
Other Requirements
- Ability to obtain and maintain a work permit.
- Valid driver's license (must be in possession while operating a Tribal vehicle).
- Available and willing to work nights, weekends, and holidays as required.
Physical Demands
The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made in accordance with applicable law.
- Ability to lift and/or move objects weighing up to 75 pounds.
- Frequent standing and walking for extended periods.
- Frequent repetitive movements involving the back, shoulders, arms, wrists, hands, and fingers.
- Frequent lifting, carrying, pushing, pulling, and moving objects.
- Frequent bending, stooping, kneeling, and crouching.
- Occasional stair and ramp usage.
- Occasional sitting for extended periods.
- May require cleaning or exposure to biohazard materials and bodily fluids.
- Requires close vision, distance vision, color vision, and the ability to adjust focus.
Work Environment
The work environment characteristics described below are representative of those encountered while performing the essential functions of this position.
- May occasionally be exposed to tobacco smoke, moving mechanical parts, fumes, or airborne particles.
- Work environment is primarily indoors with moderate noise levels.
- Occasional exposure to changing temperatures and humid conditions.
Travel Requirements
Local travel is occasionally required. Travel outside of the state is infrequently required. Typical travel time is generally less than one week.
Hiring Preference
The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.
General Sign-off & Disclaimers
The employee is expected to adhere to all company policies.
At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.
Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.
Background Investigation: All candidates and employees may be subject to a background investigation.
The duties and responsibilities described in this job description are intended to represent the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.
Responsibilities may be modified, expanded, or reassigned based on business needs, organizational changes, regulatory requirements, or direction from leadership.
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 notice from the Department of Labor.
