Executive Housekeeper - Philadelphia

Hotel • Philadelphia, PA

5d • Onsite

About The Position

The Executive Housekeeper leads the hotel’s daily housekeeping operations to achieve customer satisfaction, quality service, and compliance with local and company standard operating procedures. The role oversees assigned areas of the department and supports housekeeping staff to maintain Live! Casino & Hotel standards across guest rooms, back-of-house areas, and public spaces. It provides leadership focused on employee engagement and guest satisfaction, coordinates daily work and inspections, supports staff development, and addresses guest and operational issues. The Executive Housekeeper works with maintenance and engineering to support upkeep and safety, and maintains service standards and knowledge of hotel amenities, outlets, activities, and events.

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 work proficiently with deadlines and without constant guidance or supervision.
• Weekend availability and ability to work all shifts and flex the schedule based on business demands.
• Able to work efficiently in a team environment and effectively in stressful, high-pressure situations.
• Well-groomed and professional.
• Open-minded and willing to learn new processes, concepts, and approaches to analysis.
• Strong customer service skills and ability to handle 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.
• Physical ability to lift up to 25 pounds, push or pull up to 40 pounds, carry up to 15 pounds, frequently bend or kneel, walk, and stand, sit sometimes, and climb steps.

Nice To Haves

• Additional foreign language skills.

Responsibilities

• Lead day-to-day operations in assigned housekeeping areas and ensure team members maintain Live! Casino & Hotel standards.
• Provide leadership to enhance 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 effectively manage different personality types.
• Create a calm environment under pressure and focus on key drivers of employee engagement and guest satisfaction.
• Give clear direction, set goals and timelines, manage guest satisfaction, and monitor progress toward desired results.
• Conduct effective pre-shift meetings to communicate timely, accurate, and pertinent information to staff.
• Manage the productivity and success of assigned team members and assist with daily shift duties.
• Oversee daily responsibilities such as room quality control, guest requests, special projects, and maintenance of necessary equipment and supplies.
• Assist with training and team member development.
• Coach employees, take disciplinary actions as appropriate, and bring performance issues or policy violations to a manager’s attention.
• Create and conduct performance reviews.
• Support team members by walking floors, answering questions, following up, addressing concerns, and providing clear expectations and directions.
• 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, following company safety standards.
• Effectively address guest issues and interact with internal and external guests with patience, tact, and diplomacy.
• Maintain company service standards toward guests and coworkers and adhere to company policies, procedures, and culture.
• Understand hotel features and services, including outlets, hours of operation, activities, and events.
• Remain aware of the guest experience and communicate professionally.
• Perform other job-related duties as assigned by the manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager