Supervisor - Housekeeping

The role of Housekeeping Supervisor at Hard Rock Hotel & Casino is to Amplify the level of Housekeeping service and elevate the guest experience.  In this leadership role, Housekeeping Supervisors will oversee and inspect the quality of room cleanliness for Hard Rock Hotel & Casino’s valued guests.  Housekeeping Supervisors will service a range of clientele, all of which are expected to be treated with first-class service in all aspects.  Supervisors will release all rooms in their sections daily, perform standards tests and assist guests with any requests they receive, working closely with Housekeeping Management.

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
• Conducts him/herself in accordance with all Gaming Commission Regulations as well as departmental policies and procedures.
• Acknowledge all guests utilizing the 10/5 rule and using the guest name whenever possible.
• With assistance from Housekeeping management, supervises the property’s Hotel Housekeeping Department in all daily operations.
• Creates a culture of high ethical standards, integrity and service at all times.
• Personally, assists guests, inspect all guest rooms, solicits feedback and adapts internal procedures accordingly.
• Implements systems that help anticipate the needs of our guests.
• Seeks opportunities to improve performance and implements action plans for improvement.
• Works with existing Hard Rock standards and develops property-specific standards to ensure exceptional quality, value, and presentation of room product.
• Works with direct reports to conduct performance appraisals and evaluates progress toward goals.
• Creates a culture of accountability through quality control metrics for Housekeeping performance.
• Ensures that all Housekeeping employees have excellent initial and ongoing training.
• Creates a culture of excellence and professionalism as it relates to customer service, employee relationships and interdepartmental interactions.
• Coaches, mentors, and motivates the Housekeeping Team to provide an exceptional guest experience, consistent with industry-observed luxury travel standards (AAA / Forbes).
• Ensures integration and teamwork for the department in a positive environment.
• Participates in quality assurance program and helps Housekeeping achieve a top-tier rating.
• Assure all safety policies and procedures are followed.
• Is responsible for completion of room projects.
• Account for and inventory linens and housekeeping supplies.
• Utilize device/HotSOS to place requests for Housemen and other departments.
• Is responsible for overall condition of cleanliness and functionality of room, by generating requests through HotSOS/REX.
• Utilize technology to ensure maintenance of property is consistent with industry-observed luxury travel standards (AAA/Forbes).
• Assist in created housekeeping assignments and maintains them to ensure efficient and accurate execution.
• To attend training and meetings as and when required.
• To report for duty punctually wearing the correct uniform/attire. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
• Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Other duties as assigned.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

• High School diploma, GED, or equivalent required.
• Minimum 2 years of experience in Hotel Housekeeping role.
• Bilingual in Spanish preferred.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Prior experience in the Gaming industry strongly preferred.
• Prior experience in Tribal Gaming preferred.
• Must be at least twenty-one (21) years of age.

ABILITY TO:

• Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Must possess the ability to take charge, make improvements, build teams and make decisions.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
• Must possess good knowledge of computers.
• Must be detail oriented.
• Must possess excellent time management skills.
• Must be willing and able to work flexible hours including evenings, weekends.
• Must be mobile in order to visit guest rooms, storage areas, offices and other spaces

WORK ENVIRONMENT:

• May be exposed to casino related environmental factors including, but not limited to, secondhand smoke and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• This position requires a considerable amount of physical activity; should be able to:
• Work a full shift standing
• Lift/Push/Pull/Carry objects up to 50 lbs.
• Ability to walk, bend, kneel and climb stairs throughout full shift
• Ability to work inside and outside; Subject to all weather conditions; including sun, wind, and rain
• Ability to work with chemical/agents as needed
• Ability to work in cramped quarters; between laundry and storage areas
• Ability to work varied hours/days, including nights, weekends, and holidays as needed
• Ability to operate housekeeping/laundry equipment
• Hearing/speech/vision/literacy ability to have one on one communication with guests and employees and to perform job functions and duties as assigned
• Ability to function under pressure, set priorities and adjust to changing conditions
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, secondhand smoke, excessive noise and constant exposure to general public.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
• Complete and adhere to specific training and requirements regarding BBP, PPE and Standards Execution.

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process.