Housekeeping Lead- Full Time

Position Title: Housekeeping Lead

Department: Hotel

Employment Classification: Non-Exempt

Position Summary/General Description:

A Housekeeping Lead is responsible for the successful coordination and direction of housekeeper personnel and activities to ensure that an exceptional level of cleanliness is achieved and maintained in the hotel while ensuring first class service, accommodations, and exceptional guest service in an efficient manner.

Expectations:

• Adheres to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
• Acts as a role model within and outside the casino.
• Maintains a positive and respectful attitude toward customers and co-workers.
• Consistently reports to work on time prepared to perform duties of position.

Essential Duties & Responsibilities:

• Manage, guide, support, train, evaluate and assist the housekeepers in execution of their daily responsibilities including, but not limited to: cleaning hotel guest rooms, public areas, hotel hallways, floor laundry, elevators and storage rooms.
• Inspect each assigned guest room, prior to occupancy, to ensure cleanliness, safety, and appearance while maintaining records of each room inspected.
• Follow and implement standards and procedures to ensure the highest level of guest service.
• Build relationships and loyalty with guests through sincere and meaningful interactions (e.g., learn guests’ names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests.
• Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).
• Develop a thorough knowledge of services, room locations, amenities, surroundings providing accurate directions, and information for guest inquiries about promotions and special events.
• At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).
• Work under pressure; maintain regular and punctual attendance including working odd and unusual hours, weekends and holidays.
• At all times provide exceptional guest service with a SMILE; and provide and promote outstanding guest and employee relations.
• Adhere to all administrative policies (LDC Policy & Procedure Manual and departmental procedures), safety rules and health regulations.
• Maintain knowledge of hotel property management system and its ability to update hotel room status, lost and found and out of order rooms.
• Take appropriate action to correct guest room issues prior to occupancy.
• Maintain secure key control measures.
• Maintain an adequate supply of linens, cleaning chemicals and amenities on each floor.
• Properly tag and account for all lost and found items and store such items appropriately.
• Report all maintenance related issues in a timely manner to the appropriate department.
• Inspect storerooms on a daily basis for cleanliness, organization and safety.
• Communicate with the front desk staff on all guest related issues on a daily basis.
• Maintain a clean, safe, hazard-free work environment within areas of responsibility.
• Use discretion and maintain confidentiality when handling sensitive information.
• Resolve problems/conflict in a diplomatic and tactful manner.
• Work odd or unusual hours, including weekends and overtime.
• Participate in LDC meetings and events.
• Utilize approved ways to improve guest satisfaction and work applications.
• Handle all housekeeping related requests, complaints, and service recovery issues in a prompt, tactful and professional manner. Requests supervisor assistance when needed.
• Communicate with all levels of management and clientele.
• Actively participate in Supervisory Development Leadership Series (SDLS) yearly.
• Actively participate in LDC’s Management Capacity Program (MCP).
• Perform additional duties and responsibilities as necessary or assigned.

Education & Experience

• High School Diploma or GED Certification preferred.
• One (1) year of demonstrated leadership and housekeeping experience preferably in a hotel, hospital or casino.
• Must have demonstrated leadership ability.

Licensing & Certification:

• None.

Computer Equipment, Software, Machinery:

• Proficient with basic office equipment (e.g., computer, photocopying and faxing) and be proficient with Microsoft Office Word and Excel.
• Experience with Kronos (timekeeper software).
• Strong working knowledge of Opera.
• Experience using a carpet extractor, small area extractor, carpet and spotter extractor, wet/dry vacuum, and vacuum.

Essential Physical Requirements:

• Requires the ability to bend over, crouch/stoop, hear, kneel, reach overhead, stand, talk, turn/twist, walk and repetitively use hands 51-100% of the time.
• Requires the ability to balance/climb 25-50% of the time.
• Requires the ability to crawl, and sit 1-24% of the time.
• Requires the ability to carry 1-25 lbs. 51-100% of the time.
• Requires the ability to push/pull, lift and slide/transfer 25-50 lbs. 51-100% of the time.
• Requires the ability to push/pull 50+ lbs. 51-100% of the time.
• Requires the ability to push/pull 1-25 lbs. 25-50% of the time.
• Requires the ability to lift and slide/transfer1-25 lbs. 1-24% of the time.
• Requires the ability to carry 25-50 lbs. 1-24% of the time.