Housekeeping Manager

Great Wolf Lodge•Perryville, MD

11d•Onsite

About The Position

At Great Wolf, the Housekeeping Manager brings joy to families at Great Wolf Lodge by acting as a core driver of front line efficiency and effectiveness in the Housekeeping department. This leadership role inspects facilities, recommends upgrades when needed, establishes workflows, standard procedures, and quality control plans. The Manager oversees all housekeeping operations and pack members to ensure guests have a worry-free stay.

Requirements

High School diploma or equivalent experience
Minimum 3 years of experience in the Hospitality field, with at least 2 years in a supervisory position
Demonstrated knowledge and experience in labor management scheduling
Demonstrated ability to lead diverse teams
Demonstrated analytical, planning, and change implementation abilities
Demonstrated management skills and abilities including conflict resolution, coaching, development, and team building
Demonstrated ability to effectively resolve conflict
Ability to work flexible schedule including nights, weekends, and/or Holidays as needed

Nice To Haves

Experience in Housekeeping, preferably at a resort or large hotel
Bachelor's degree
Charismatic leader who adjusts leadership style to motivate employees and overcomes challenges
Inspires and motivates team members to work together and achieve success beyond expectations
Takes an exhaustive approach to every task. Committed to comprehensive and in-depth analysis, planning and implementations of every work task

Responsibilities

Leads and mentors housekeeping staff daily to ensure cleanliness standards and operational efficiencies are met or exceeded
Implements and manages inventory processes through the assistance of the Housekeeping Supervisors
Drives, reviews and ensures proper completion of and alignment to the work order process
Assists Director in reviewing and action planning related to NPS Scores and guest comments, as well as follow up and resolution
Implements the Director's financial strategy to manage budget and labor, operating expense forecasts
Leads and mentors direct staff and Housekeeping employees, including: Housekeeping Supervisors and all Pack Members to ensure proper staffing/budgeting levels are maintained
Trains new Pack Members and ensures continued training and development of current staff
Manages and drives training and development of supervisors
Communicates regularly with Housekeeping staff, setting expectations and alignment to Great Wolf values, and provides regular feedback through inspections and daily stand-up meetings
Ensures compliance and timely completion of the performance appraisal process; identifies key talent and plans for development
Models and upholds the Great Wolf guest service standards of excellence
Ensures guest requests of the Housekeeping department are handled in a professional and timely manner
Continuously raises the bar for Housekeeping guest service focus
Actively participates in the Manager On Duty Program
Addresses and resolves any guest concerns as needed to ensure guest satisfaction
Ensures daily, weekly, monthly, and annual safety and compliance standards are upheld and advanced
Communicates with Director of Engineering to ensure housekeeping areas meet fire chief and state fire inspector standards
Conducts and monitors Hazard Communications Programs twice yearly
Investigates, reports and records inappropriate behavior by staff, guests or suspicious persons