S3000 HOTEL HOUSEKEEPING MANAGER IMG

Inn of the Mountain Gods Resort and Casino•Mescalero, NM

1d•Onsite

About The Position

The Housekeeping Manager is responsible for the overall operation of the department, ensuring the cleanliness and upkeep of IMGR&C. This role involves managing personnel, maintaining budgets, establishing cleanliness standards, and ensuring all equipment and supplies are managed efficiently. The position requires strong leadership, communication, and problem-solving skills to maintain high standards of service and operational efficiency.

Requirements

Ability to explain and demonstrate Hospitality Behaviors and Performance Standards.
Ability to understand where to get the information needed to complete tasks to standard.
Ability to explain and demonstrate technical skills used to complete tasks to standard.
Ability to explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
Ability to understand how to take ownership of problems and solve them when solutions may not be available.
Ability to explain how to request help from others when needed to complete task or goal.
Complete knowledge and ability to inform others of IMGR&C products and services.
Ability to provide guests with directions or other venue information.
Ability to act upon all comments/complaints in a prompt, professional and friendly manner.
Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
Ability to respond to obstacles and find new ways to reach desired end results.
Ability to act and take charge in the absence of guidance to respond to guest or internal customer needs.
Ability to respond to change by quickly applying talent and skills in a positive way to succeed.
Supports achievement of Quality Goal; “Do it right the first time.”
Ability to act to protect and preserve property of IMGR&C.
Ability to make suggestions to improve performance.
Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
Ability to approach all activities with enthusiasm and encourage enthusiasm from others.
Ability to choose a positive approach in all situations.
Ability to respect individuality of others and continue to communicate to work together.
Ability to speak positively about guests, other team members and our business in all situations on and off property.
Ability to treat others with respect in all situations.
Ability to serve others.
Ability to identify and communicate needs of guests and others.
Ability to take quick action to serve others in a way that meets/exceeds their needs.
Ability to identify ways to improve individual or team’s service to others.
Ability to provide service outside job responsibilities if needed to help resort succeed.
Ability to take ownership of guest problem(s) until it is solved.
Meets IMGR&C Appearance standards.
Ability to professionally support IMGR&C reputation and image in all situations, on and off property.
Meets IMG&C policy for attendance.
Ability to inform supervisor of future absence as far in advance as possible.
Required to work all Marketing Special Events and Concerts.
Ability to provide information others need to succeed, in time for them to use it.
Ability to share with the next shift the information needed for them to succeed.
Ability to listen to others without interruption and act on their feedback when possible.
Ability to ask questions to better understand expectations of others.
Ability to report all guest complaints and compliments to Supervisor or Manager.
Ability to report all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
Ability to put the success of the team ahead of personal success.
Ability to help other team members succeed without being asked.
Ability to take action to resolve conflict between individuals.
Ability to help other departments achieve success.
Ability to report ideas to increase team success and guest satisfaction to Supervisor or Manager.
Ability to do whatever is necessary to help department and resort success.
Ability to contribute ideas that support progress and success at shift, team and departmental meetings.
High school diploma or general education degree (GED); or one to two years job-related experience and/or training; or equivalent combination of education and experience.
Must be able to use hand held communications devices.
Must be able to stand for several hours.

Nice To Haves

Mescalero Apache Tribal preference.
Bicultural experience preferred.

Responsibilities

Schedules all Housekeeping Department personnel on a weekly basis to ensure proper coverage of all services with maximum quality customer service and maximum efficiency.
Approves time for payroll.
Maintains budget and expenditures tracking to ensure department budgetary goals are met and costs are controlled efficiently.
Prepares budget reports for management when requested by Director of Support Services.
Handles customer conflicts while maintaining quality customer service.
Prepares and conducts Performance Appraisals on Housekeeping Department team members.
Develops and maintains good working relationships with vendors for supplies and contracts for these supplies at the lowest possible costs.
Establishes standards of cleanliness for all areas of responsibility and assures these standards are met and maintained.
Controls supply usage and costs.
Establishes and monitors preventive maintenance programs for all equipment in the department.
Reports any breakage or damage to the maintenance department to assure that faults have been corrected within a reasonable time-frame.
Schedules and supervises heavy duty cleaning as deemed necessary.
Maintains inventory of needed supplies, and orders new supplies when necessary.
Evaluates Team Members to ensure performance is to standard.
Conducts pre-shift meetings.
Creates Daily Report documenting daily task completions and activities.
Adheres to all regulatory, departmental, and casino policies and procedures.
Performs other duties as required.
Directly supervises Assistant Housekeeping Manager, Shift Supervisor and Housekeeping Attendants.
Carries out supervisory responsibilities in accordance with Mescalero Apache Tribal and Inn of the Mountain Gods Resort and Casino policies and applicable laws.
Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; performance reviews; rewarding and disciplining team members; addressing issues and resolving conflicts.