Housekeeping Manager - Dollywood's HeartSong Lodge and Resort - Exempt

All Career•Pigeon Forge, TN

1d•Onsite

About The Position

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day at Dollywood Resorts, which include over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our future plans include growing our resort footprint to over 1200 rooms across five resorts at Dollywood. We want to work alongside someone who acts as an extension of our mission, values, and culture. The ideal Housekeeping Manager will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. The Housekeeping Manager, under the direction of the Executive Housekeeper, is responsible for providing supervision of the Housekeeping Department and maintaining cleanliness and standards in all resort guest rooms and public areas. Managing the department’s day-to-day responsibilities, the Housekeeping Manager leads his/her team of Hosts to ensure high-quality, productive work while establishing an environment leading to high levels of guest and employee satisfaction. Additionally, the Housekeeping Manager works alongside the Executive Housekeeper with financial responsibilities associated with the department. Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Requirements

Must be 18 years of age
Requires a work history that clearly displays a thorough knowledge of best practices and procedures in hospitality housekeeping
At least three (3) years of directly related housekeeping experience
At least one (1) year of previous management/supervisory experience
Basic computer experience along with experience with property management systems required.
Experience with Opera preferred
Must have prior experience with and/or training in proper housekeeping safety procedures (SDS/MSDS, chemical disposal, bloodborne pathogens, hazard communication, etc.)
Bilingual English/Spanish speaking and writing skills are preferred
Offers of employment are contingent upon satisfactory completion of background screening which includes criminal history and motor vehicle record check
High school diploma or equivalent
Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
Must be self-motivated and disciplined
Must be able to prioritize and complete work assignments on a timely basis
Must maintain strict confidentiality and judgment regarding privileged information
Must have professional appearance with good personal hygiene
Must be productive in a fast-paced environment
Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
Must be able to communicate effectively with Guests and Hosts using approved communication methods
Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
Able to comprehend instructions and retain information
Able to perform duties consistent with creating a safe and secure environment for hosts and guests
Able to be flexible to handle frequent changes in priorities
Able to add, subtract, multiply and divide with accuracy
Able to communicate effectively using approved communication methods
Able to meet the physical demands of the job
Able to communicate with guests and employees in a clear, professional manner
Able to lift at least 30 lbs. without assistance
Able to push/pull weight of up to 100 lbs
Able to adhere to proper Housekeeping safety procedures (SDS/MSDS, chemical disposal, blood borne pathogens, hazard communication, etc.)
Able to tolerate various temperatures while working outdoors
Lifting and Carrying : Position may require occasional to frequent lifting of up to 50 lbs utilizing company’s safety guidelines for safe lifting
Mobility : Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours
Repetitive Movements : This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions
Environmental Conditions : This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat
Cognitive and Sensory Requirements : This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved communication methods

Nice To Haves

Experience with Opera preferred
Bilingual English/Spanish speaking and writing skills are preferred

Responsibilities

Collaborate with Executive Housekeeper to maintain and evaluate cleanliness standards according to established resort housekeeping procedures by regularly completing guest room and public area inspections.
Works with the housekeeping supervisor, room inspectors and Hosts to maintain standards and consistency
Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction.
Collaborates and communicates with both Front Office and Engineering regarding the status, condition and functionality of guest rooms. Reports defects.
When required, place rooms out of order when engineering work is required and reinstates once completed
Communicates a clear and consistent message regarding the housekeeping goals by providing direction, coaching, mentoring, correction, training, support and development of Hosts through timely and specific feedback and recognition
Understands, complies with and able to implement safety and security policies and procedures for a safe work environment, safe work practices (chemicals, floor equipment, et. al), and guest safety and security
Assists the Executive Housekeeper with monitoring, planning, payroll costs, budgets and forecasts.
Assists in performing human resource functions for Hosts, including recruiting, onboarding, training, scheduling, payroll and appraising performance
Performs quarterly, monthly, and daily inventories of housekeeping and cleaning supplies, linens, chemicals, et al.
Assists in ordering operating/guest room supplies once inventories are completed
Performs overall supervision of linen storage closets, supply areas, and other storage areas by conducting tours of the areas daily
Prepares a variety of reports detailing room status, special request items, and occupant information. Distributes reports accordingly and makes sure to process special requests
Verifies all VIP and group arrivals if they have not checked into the property when reports are completed
Assists in recording and tracking the daily housekeeping statistics
Maintains inventory and control of room keys; distributes keys to authorized staff
Maintains the lost and found system for items found throughout the property. Stores and logs items
Maintain records when items are returned to owners
Resolves guest concerns to ensure complete satisfaction