Executive Housekeeper - Philadelphia

Live! Casino and Hotel Philadelphia•Philadelphia, PA

About The Position

The Executive Housekeeper leads the hotel's daily operations to achieve customer satisfaction, quality service, and compliance with local and company standard operating procedures. The role oversees assigned housekeeping areas, maintains cleanliness and appearance standards, and provides leadership to support employee engagement and guest satisfaction. It includes assisting with staff management, training and development, performance reviews, coaching, and disciplinary actions. The Executive Housekeeper also oversees daily housekeeping operations, including room quality control, guest requests, pre-shift communications, special projects, and the upkeep of equipment and supplies. The role works with maintenance and engineering to maintain assigned areas and rooms, addresses guest concerns, and upholds company service, safety, and policy standards.

Requirements

Able to read and interpret instructions and directions for guests.
Able to communicate effectively in English with guests, management, and associates; additional foreign language skills are a plus.
Excellent verbal and written communication skills.
Problem negotiation, problem-solving, and decision-making skills.
Strong organizational, interpersonal, and administrative skills, with excellent attention to detail.
Able to meet deadlines and work independently without constant guidance or supervision.
Weekend availability and availability to work all shifts, with schedule flexibility based on business demands.
Able to work effectively in a team environment and in stressful, high-pressure situations.
Well-groomed and professional.
Open-minded and willing to learn new processes, concepts, and analytical approaches.
Strong customer service skills and ability to address guest and operational problems while maintaining a positive attitude.
Maintain the highest levels of confidentiality regarding guests and team members.
Proficiency in Microsoft Office, specifically Outlook, Word, Excel, and PowerPoint.
Four-year degree in a related field or equivalent management work experience.
Proven experience managing multiple priorities simultaneously and meeting deadlines.
Must be able to obtain and maintain the appropriate gaming license as mandated by the Pennsylvania Gaming Control Board.

Nice To Haves

Additional foreign language skills.

Responsibilities

Oversee daily operations within assigned housekeeping areas and ensure company standards are maintained.
Provide leadership that enhances employee engagement and guest satisfaction.
Maintain cleanliness and appearance standards in guest rooms, back-of-house areas, and public areas.
Assist in managing housekeeping staff and supporting team productivity and success.
Provide clear direction, goals, time frames, and progress monitoring.
Conduct pre-shifts and communicate relevant information to staff.
Assist with daily shift duties, room quality control, guest requests, special projects, and management of equipment and supplies.
Assist with training and team member development.
Coach employees, address disciplinary matters, and bring performance issues or policy violations to the manager's attention.
Create and conduct performance reviews.
Support team members by being available, walking floors, answering questions, following up, addressing concerns, and clarifying expectations and assignments.
Inspect guest rooms, hallways, and related back-of-house spaces to maintain cleanliness.
Work with the maintenance manager and engineering department to maintain assigned areas and rooms and follow company safety standards.
Address guest issues and effectively interact with internal and external guests with patience, tact, and diplomacy.
Maintain service standards for guests and coworkers and adhere to company policies and procedures.
Understand hotel features and services, including outlets, hours of operation, activities, and events.
Maintain professional communication and awareness of the guest experience.
Perform other job-related duties as assigned by the manager.