Housekeeping / Laundry Services Manager

Under general supervision of the Hotel Manager, manages and ensures the hotel facilities are property maintained and cleaned in accordance with appropriate health and safety standards. Manages housekeeping and laundry operations, ensures they are efficient and operating smoothly.

This position description may not include all of the listed duties, nor do all of the listed examples include all tasks which may be found or assigned to this position.

MINIMUM QUALIFICATIONS:

• Must be a minimum of 21 years of age or older.
• High School Diploma or GED equivalent required.
• Three years’ experience overseeing a fully staffed housekeeping and laundry staff in a hotel/resort property of 100 guest rooms.
• One year experience in a management capacity required.
• Bilingual Preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

SUPERVISION RESPONSIBILITIES:

Houseperson, Hotel Room Attendant, Laundry Attendant, Rooms Inspector, Housekeeping Supervisor

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated.

DEPARTMENT OPERATIONS:

• Oversees the supervision of personnel, which includes hiring, firing, staffing, work allocations, schedules, training, and problem resolution; evaluates performance and completes personnel actions.
• Conducts performance appraisals and disciplinary actions as needed.
• Makes guests feel welcome and important by ensuring that guestrooms and common areas are clean, comfortable and well maintained.
• Manages the housekeeping and laundry services activities including training, procurement, and personnel management; provides technical expertise in housekeeping and laundry areas specific to the hotel facilities.
• Plans and develops strategies to accomplish the department's mission and goals.
• Ensures overall success and compliance with quality performance standards.
• Supervises and coordinates activities of any contractors engaged in housekeeping and related services.
• Provides information, resolves problems, and advises guests on products and/or services, ensuring customer satisfaction.
• Administers the budget for housekeeping and laundry operations; verifies and approves invoices for payment.
• Ensures adherence to established departmental policies and procedures, objectives, quality assurance programs, and safety standards.
• Ensures that the washing machines and dryers are being properly loaded so that expensive “down time” and damage to machines is not occurring.
• Ensure that all public areas are maintained in a clean and proper fashion and inspect throughout the day. Ensure that all equipment in public restrooms is working and correctly stocked.
• Create and monitor various reports (check lists) that Floor Supervisors will be required to fill out to fulfill their daily job/communication duties and meet standards of cleanness set by upper management.
• Respond to daily request from guests or the Front Desk Agents and other management personnel regarding momentary guest service request.
• Maintain all offices within the Hotel in a clean fashion with attention to those offices that will have client/public visitation.
• Responds to inquiries and problems in an efficient, courteous and professional manner to achieve maximum guest satisfaction.
• Assist guests with all inquiries in connection with resort serviced, in-house events, direction, and local attractions.
• Contributes to a team effort and accomplishes related results as required.
• Perform other duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset
• Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

• Knowledge of applicable safety practices and occupational hazards.
• Knowledge of applicable federal, state, county, and local laws, regulations, and requirements.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of materials, methods, practices and equipment used in housekeeping and laundry activities.
• Knowledge of management techniques.
• Knowledge of budgeting, planning and managing a department.
• Skill in managing budgets.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
• Skill in operating hotel system software, experience in LMS/Infogenesis preferred.
• Skill in managing multiple projects and meeting strict deadlines.
• Skill in providing leadership to, supervising, training, and evaluating assigned staff.
• Ability to communicate effectively in the English language, both verbally and in writing with staff and the general public.
• Ability to present oneself in a professional manner and meet company grooming standards.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers at all levels.
• Ability to maintain confidentiality.
• Ability to analyze situations and adopt appropriate courses of action.
• Ability to handle multiple tasks and meet deadlines.
• Ability to make solid decisions and exercise independent judgment.
• Ability to demonstrate excellent guest service at all times.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 20 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is generally performed in an office and Casino Hotel setting.
• Evening and/or weekend shifts may be required. Extended hours and irregular shifts may be required.
• Exposure to second-hand smoke.
• Noise level in the work environment is moderate to high.
• The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.
• Employee may be exposed to blood/bodily fluids, chemicals and/or hazardous material.
• Employee may be exposed to risks associated with the use of tools/machinery.
• Employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.