Housekeeping - Environmental Services Manager

Description of the Position:   Responsible for successfully leading the Housekeeping department, ensuring that company objectives, standards are completed in adherence to Valley View Casino & Hotel’s policies and procedures.  Team Member will work independently and rely on experience and excellent judgment to perform the functions of the job.  A wide degree of creativity and latitude is required.       Primary Duties, Responsibilities, and Tasks: All team members are obligated to support and uphold the Valley View Casino & Hotel’s Standards of Excellence, Mission and Vision Statements as outlined in the Team Member Guide to Success. Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.  Greet guests in a courteous and caring manner using personalized service. Ensures that all housekeeping areas on property are remaining sanitary, attractive and in orderly condition. Inspects work areas, identifying cleaning needs, potential safety hazards, problems, repair needs, and ensures the appropriate individuals are contacted for proper resolution. Ensures that all team members are trained in the proper execution of their responsibilities. Plans, organizes, directs, coordinates and supervises functions and activities within the department Prepares various departmental reports on a daily, weekly and monthly basis. Ensures an adequate supply of housekeeping supplies, cleaning chemicals and paper goods inventories are available. Notifies security of any lost or found items and turns them over to Security for proper handling. Demonstrates a passion and knowledge for our departments and our property’s guest service initiatives. Utilizes leadership skills and motivation techniques in order to maximize productivity and satisfaction of Housekeeping team members. Reviews departmental guest complaints, ensuring corrective action is taken. Communicate regularly with the Department Head regarding the activities of the department and its team members. Seeks new ways to minimize expenses without affecting guest service.  Works with Human Resources to review property wide and departmental team member concerns, discussing needed changes and potential solutions. Collaborate with other departments on service delivery issues and guest expectations, recognizing that interdependencies exist and the impact of actions and decisions on other departments. Maintain favorable working relationships with all departments and team members to foster and promote a cooperative and harmonious work environment. Conducts daily huddles and schedules meetings with all direct reports as necessary. Communicate effectively, both verbally and in writing, to provide clear direction and instructions to staff.  Responsible for ensuring that current safety rules and regulations are followed by all Team Members under span of control. Maintains a thorough knowledge of company facilities, as well as special events on property, in order to advise guests and fellow Team Members of same, whenever possible. May be required to attend special events. Responsible for conducting all responsibilities in a professional and ethical manner. Responsible for maintaining a consistent, regular attendance record. Adheres to performance standards, company policies and procedures, as they relate to the department. Supervisory Responsibilities: Supervises any Team Member(s) under span of control. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and coaching and/or correcting Team Members; addressing complaints and resolving problems toward a non-biased outcome. Required Qualifications: Bachelor’s Degree in Business Administration or related field. Three years of experience in Environmental Services/Housekeeping or related field.  Two years of progressive supervisory/management experience in environmental services/housekeeping management.  An equivalent combination of education and/or experience can be substituted for this requirement. Demonstrated proficiency in Microsoft Office products. Ability to administer the enforcement of policies and applicable laws firmly, tactfully, and with respect to the rights of others. Excellent communication and public speaking skills.  Ability to communicate effectively to a wide audience and effectively present information to top management and public groups. Ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community. Ability to work in a fast paced environment and handle projects with multiple deadlines. Strong organizational and analytical skills. Leadership skills including the ability to articulate clear and precise direction and create a positive work environment with open communication and consistency.  Ability to speak and understand the English language. Ability to write routine reports and correspondence. Ability to read, analyze and interpret documents such as safety rules, instructions, guidelines, operating and maintenance instructions, and policies and procedure manuals written in the English language. Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.  Ability to define problems involving several concrete variables, collect data, establish facts, and draw valid conclusions. Ability to work with mathematical concepts.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Must use exceptional judgment when providing information to our guests and display the ability to maintain positive guest relations at all times. Knowledge of Human Resources policies and procedures sufficient to ensure correct application and adherence in the supervision of direct reports. Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency. Must be able to successfully pass applicable auditions or skill testing and a drug screening test. May be required to carry a company provided cell-phone at all times to receive and respond to work related calls. Preferred Qualifications: Bilingual in a second language Demonstrated experience in the art of coaching for success. Physical Requirements of the Position:   The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.  Clear vision (close, distant, color, peripheral, and depth perception) is needed for navigating office and casino environments, reading and reviewing reports and policies, operating data processing equipment and other essential job functions. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is regularly required to sit and use hands to finger, manipulate, handle, or feel. The Team Member is frequently required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The Team Member must frequently lift and/or move up to 25 pounds and occasionally required to lift and/or move up to 50 pounds. Working Conditions: The Casino is open 24 hours per day, seven (7) days per week; therefore, you must be flexible to work any and all shifts. While performing the duties of this job, the Team Member is exposed to second hand tobacco smoke, moving mechanical parts and fumes or airborne particles. The Team Member is usually subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes. The Team Member is occasionally subject to outside environmental conditions and to wet and/or humid conditions. The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud. Other Information: Native American hiring preference applies. This job description does not list all the duties of the job.  You may be instructed by management to perform other tasks or functions. You will be evaluated in part based upon your performance of the tasks listed in this job description and your ability to commit to the Standards of Excellence. Management has the right to revise this job description at any time. The job description is not a contract for employment.