Housekeeping Supervisor

APACHE CASINO HOTEL•Lawton, OK

1d•Onsite

About The Position

The Housekeeping Supervisor is responsible for portraying a positive attitude and representing the core values of Apache Casino Hotel, always providing exceptional service. This role involves assisting in the interviewing, hiring, orientation, and training of new housekeeping and laundry team members. The supervisor will also counsel, discipline, and make recommendations regarding the continued employment of these team members. They will approve plans, schedule, assign, direct, and review team members’ work, while also coaching, mediating differences, and recognizing and rewarding performance. The supervisor will lead the execution of guest services standards to ensure requirements and standards are met, championing the Eye, Hi, Goodbye program in housekeeping/laundry operations. They will adjust staff size to maximize productivity or control labor costs without sacrificing guest service, assign room disbursement boards, and perform quality assurance checks in assigned areas. The role requires effective collaboration with peers, team members, and regulatory agency personnel, as well as receiving and investigating guest complaints and acting on compliments. A key responsibility includes performing monthly or bimonthly inventory and requisitioning supplies. The supervisor must understand and comply with the Eye, Hi, Goodbye program and maintain regular attendance. Other duties include knowing current casino promotions, maintaining confidentiality, practicing safety standards, following universal precautions and PPE requirements, and reporting equipment malfunctions. They will also complete chemical, amenity, and linen inventory weekly, maintain security of equipment, keys, and supplies, and promote excellent guest service. The supervisor must practice the 5/10 rule for guest interaction and report suspicious activities. Due to the nature of the hospitality/casino industry, team members may be required to work varying schedules, including weekends and holidays, with a reasonable expectation of being scheduled or on-call during these times. The work week is typically 45 hours with a one-hour lunch.

Requirements

High school diploma or GED preferred.
Hotel housekeeping and commercial laundry room experience preferred.
Ability to work with personal computers, cleaning equipment and sanitation systems.
Ability to read and interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Pass a background check and drug-screening test.

Responsibilities

Assist in interviewing, hiring, orientation and training of new housekeeping and laundry team members.
Counsel, discipline, and make recommendations regarding continued employment of housekeeping and laundry room team members.
Approve plans, schedule, assign, direct and review team members’ work, coaching, mediating differences, recognizing, and rewarding team members’ performance.
Lead the execution of guest services standards to ensure requirements and standards are met.
Champion the Eye, Hi, Goodbye program in housekeeping/laundry operations.
Adjust or balance the staff size to maximize productivity or control labor costs without sacrificing guest service.
Assign room disbursement boards by the number of attendants available.
Perform quality assurance checks in assigned area(s).
Work effectively with peers, team members, and regulatory agency personnel.
Receive compliments and complaints, investigating complaints and taking necessary action, and acting on compliments and commendations, passing along to team members and management.
Perform a monthly or bimonthly inventory and requisition housekeeping and laundry supplies for approval by the Director of Hotel Operations.
Understand and comply with the Eye, Hi, Goodbye program.
Know current casino promotions to provide information to guests upon request.
Maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members, etc.
Practice safety standards always.
Verbally report all safety issues to hotel maintenance immediately and issue work order through the electronic work order system.
Follow all universal precautions, blood borne pathogen procedures and Personal Protective Equipment (PPE) as required.
Take responsibility for keeping a safe work area by knowing where to get information, knowing how to read product labels and Material Safety Data Sheets (MSDS), and knowing when and how to warn others about hazards.
Adhere to and comply with all safety regulations when handling chemicals according to MSDS.
Report equipment malfunctions promptly to the supervisor and maintenance order system.
Provide assistance to other team members to contribute to the smooth operation of the department and the hotel.
Complete chemical, amenity, and linen inventory on a weekly basis.
Maintain security of equipment, keys and supplies issued each day.
Promote excellent guest service by practicing a courteous, tactful, and patient manner with other team members, management, guests, vendors, and other members of the public.
Always practice the 5/10 rule: When passing guests or team members within a 10-foot radius make eye contact. When passing guests or team members within a five-foot radius, acknowledge, and verbally greet, such as “good morning, afternoon, evening”.
Immediately report any suspicious activities by guests or others.
Perform other related duties as may be assigned by reporting supervisor.
Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state, and local regulations.
Maintain a neat, clean, and well-groomed appearance (specific standards may apply departmentally based on uniform requirements). Where uniforms are required, they must be clean and pressed at the beginning of each shift.
Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details.
Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members.
Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs.
Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise.
Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority.
Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly.
Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others, and recognizing their concerns and feelings to build and maintain long-term associations based on trust.
Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members.
Ability to operate various types of equipment used in your department, for example personal computers, printers, copy machines, facsimile machines, and telephone.