Housekeeping - Environmental Services Manager

Valley View Casino & Hotel•Valley Center, CA

18h

About The Position

The Environmental Services Manager leads the Housekeeping department and ensures that departmental objectives and standards are met in accordance with Valley View Casino & Hotel policies and procedures. The role requires independent judgment, experience, creativity, and latitude in carrying out responsibilities. The manager promotes guest satisfaction and the property’s service initiatives while maintaining sanitary, attractive, orderly, and safe housekeeping areas. They oversee department operations, inventories, reporting, team member training and performance, and coordination with other departments and Human Resources. The manager also carries out supervisory responsibilities under company policies and applicable laws, including hiring, training, assigning and directing work, evaluating performance, coaching, and resolving complaints and problems. The position requires a bachelor’s degree in Business Administration or a related field, three years of experience in Environmental Services/Housekeeping or a related field, and two years of progressive supervisory or management experience in environmental services/housekeeping management; an equivalent combination of education and experience may be substituted. Candidates must demonstrate Microsoft Office proficiency, strong communication, organizational, analytical, leadership, and guest-relations skills, and knowledge of Human Resources policies and procedures. A Tribal Gaming Agency gaming license and successful completion of applicable skill testing and drug screening are required. The casino operates 24 hours a day, seven days a week, so the employee must be flexible to work any shift. The role includes exposure to secondhand tobacco smoke, moving mechanical parts, fumes or airborne particles, occasional outdoor and wet or humid conditions, and varying noise levels. Physical activities include sitting, standing, walking, reaching, climbing or balancing, crouching or crawling, and lifting up to 25 pounds frequently and up to 50 pounds occasionally.

Requirements

Bachelor’s degree in Business Administration or a related field; an equivalent combination of education and/or experience may be substituted.
Three years of experience in Environmental Services/Housekeeping or a related field; an equivalent combination of education and/or experience may be substituted.
Two years of progressive supervisory or management experience in environmental services/housekeeping management; an equivalent combination of education and/or experience may be substituted.
Demonstrated proficiency in Microsoft Office products.
Ability to enforce policies and applicable laws firmly and tactfully while respecting others’ rights.
Excellent communication and public speaking skills, including the ability to communicate with a wide audience and present information to top management and public groups.
Ability to respond to inquiries or complaints from guests, regulatory agencies, and members of the business community.
Ability to work in a fast-paced environment and handle projects with multiple deadlines.
Strong organizational and analytical skills.
Leadership skills, including the ability to give clear, precise direction and create a positive work environment with open communication and consistency.
Ability to speak and understand English, and to write routine reports and correspondence.
Ability to read and interpret safety rules, instructions, guidelines, operating and maintenance instructions, and policies and procedure manuals written in English.
Ability to apply commonsense understanding, define problems involving several concrete variables, collect data, establish facts, and draw valid conclusions.
Ability to work with mathematical concepts and apply fractions, percentages, ratios, and proportions to practical situations.
Exceptional judgment when providing information to guests and the ability to maintain positive guest relations.
Knowledge of Human Resources policies and procedures sufficient to ensure correct application and adherence when supervising direct reports.
Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
Must successfully pass applicable auditions or skill testing and a drug screening test.
May be required to carry a company-provided cell phone at all times to receive and respond to work-related calls.
Must be flexible to work any and all shifts because the casino operates 24 hours a day, seven days a week.
Must meet the stated vision, communication, mobility, and lifting demands of the position, including frequently lifting or moving up to 25 pounds and occasionally up to 50 pounds.

Nice To Haves

Bilingual in a second language.
Demonstrated experience in coaching for success.

Responsibilities

Uphold the company’s Standards of Excellence, Mission, and Vision Statements.
Maintain positive guest relations, resolve complaints, and ensure guest satisfaction through courteous, personalized service.
Ensure housekeeping areas throughout the property remain sanitary, attractive, and orderly.
Inspect work areas to identify cleaning needs, safety hazards, problems, and repair needs, and contact the appropriate individuals for resolution.
Ensure team members are trained to perform their responsibilities properly.
Plan, organize, direct, coordinate, and supervise departmental functions and activities.
Prepare departmental reports on a daily, weekly, and monthly basis.
Maintain adequate inventories of housekeeping supplies, cleaning chemicals, and paper goods.
Notify Security of lost or found items and turn them over for proper handling.
Demonstrate knowledge of the department and property guest-service initiatives.
Use leadership and motivation techniques to maximize Housekeeping team member productivity and satisfaction.
Review departmental guest complaints and ensure corrective action is taken.
Communicate regularly with the Department Head about departmental and team member activities.
Identify ways to minimize expenses without affecting guest service.
Work with Human Resources to review property-wide and departmental team member concerns and discuss changes and solutions.
Collaborate with other departments on service delivery issues and guest expectations, fostering cooperative working relationships.
Conduct daily huddles and schedule meetings with direct reports as needed.
Communicate clearly, verbally and in writing, to direct and instruct staff.
Ensure team members under the manager’s span of control follow current safety rules and regulations.
Maintain knowledge of company facilities and special events to advise guests and team members when possible.
Attend special events as required.
Conduct responsibilities professionally and ethically, maintain regular attendance, and adhere to applicable performance standards, policies, and procedures.
Supervise team members in accordance with organizational policies and applicable laws, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding, coaching or correcting, addressing complaints, and resolving problems.