Director of Hotel Productivity and Quality Assurance (Caesars Palace LV)

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The Director of Hotel Productivity & Quality Assurance will be responsible for setting the overall housekeeping strategy, managing operational efficiencies, scheduling, operations planning and daily operations of Housekeeping Operations, Environmental Services (EVS), and Wardrobe departments across Caesars Palace, The Villas at Caesars Palace, and Nobu Hotel at Caesars Palace.

This senior-level leader will set the budget, operation standards, performance metrics of a multi-million-dollar P&L in a 93-acre campus:

• Strategizes the operation consisting of 750+ housekeeping, wardrobe, and public areas team members.
• Partners with Managers to clean over 8.5 million square feet of public areas.
• Partners with a Manager of a wardrobe operation for 5,000+ property team members.
• Sets and maintains quality standards the housekeeping operations for 3,996 rooms, suites, penthouses, and villas throughout six hotel towers with service excellence and delivery in mind.
• Sets the scheduling strategy and coordination of cleaning a high-volume 4,300 seat theater and 300,000 sq ft. of meeting space.
• Directs the cleaning of 20+ food and beverage venues, seven pools, and Qua Baths + Spa.
• Oversees with a critical eye for detail while working on a large campus in a 55+ year old property.

The leader will have a natural bias towards action, an ownership mentality and is able to thrive in a fast-paced, multi-task environment with a constantly changing work environment. The leader will seek for ways to innovate and improve and want to share the vision and direction of the operation with peers, direct reports, and roll up their sleeves and do whatever it takes to make the hotel's vision of housekeeping running “surgically clean.” Working with the hotel leadership team, this role will require the ability to influence and motivate team members at all levels across a variety of job functions and will be required to independently translate high-level goals into actionable plans.

All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.

ESSENTIAL JOB FUNCTIONS:

• Develops the strategy to operate a housekeeping division that fosters an environment of guest-centricity and high-quality service consistent delivery, focusing on housekeeping operational efficiency, organizational and team member development, and compliance at all levels of the operation from Senior Manager to front line.
• Sets and maintains the quality assurance program(s) to meet or exceed AAA Five Diamond Award, Forbes Five Star Award service levels while being consistently visible on-the-floors, and visible within in the operations at least 50% of each day.
• Consistently monitors daily staffing levels and forecasts labor coverage needs based on business demand and the collective bargaining agreement with the goal of reaching maximum housekeeping productivity.
• Focuses on ensuring the hotel's maximum financial performance, proactively maintain and manage the department's capital and asset investments, costs, and ensuring exceptional guest service standards are being delivered. Understands and can articulate a P&L.
• Proactively participates with monitoring financials, revenue reporting, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
• Develops and contributes to the preparation of the annual operating plan, 5-year plan and capital planning for all division operating areas.
• Drives and executes continuity thought leadership of all front-line team members in the operating area including salaried leaders, interns, union and non-union hourly team members, trainers, coordinators and leads.
• Prepares and partners with property leadership team to drive service improvements and enhancements.
• Participates in guest experience meetings, working closely with the Vice President(s) and Directors to guide hotel on the analytics of Medallia and Guest Experience database, generates and tracks action plans to achieve best-in-class results and KPIs.
• Reviews arrivals, departures, and in-house guests to ensure proper handling of VIPs and their preferences and be able to discuss in daily and weekly meetings with other key stakeholders.
• Partners with the division leadership team on supporting guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours.
• Creates a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training and succession planning processes that encompass the company's diversity commitment; compliance with company policies, legal requirements, and collective bargaining agreements.
• Develops the resort's competitive advantage by attracting and acquiring talent that strengthens the resort's operating performance, service culture, and team member engagement to maximize capability to drive operational excellence.
• Leads a multilingual and multicultural team of salaried and hourly team members to ensure exceptional cleanliness and quality of both guest rooms and public areas.
• Performs all other job-related duties as requested.

QUALIFICATIONS:

Required:

• Bachelor's degree in Hotel Management, or related field or equivalent education and experience.
• At least 7 years of housekeeping or rooms division leadership within a hospitality environment.
• At least 5 years of hotel management, workforce management, hotel strategy, and operations.
• Excellent guest service, strategic, analytical skills with strong quantitative and qualitative skills.
• Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
• Able to lead and mentor a team.
• Have interpersonal skills to partner effectively with all business contacts.
• Professional appearance and demeanor.
• Work varied shifts, including nights, overnights, weekends, and holidays.
• Able to effectively communicate in English, in both written and oral forms.

Preferred:

• Previous experience working with platforms such as REQs, HotSOS, Tableau, SQL, LMS and/or Opera.
• Previous experience working in a housekeeping division with knowledge of chemicals, materials, cleaning techniques and equipment.
• Previous experience with project management and proven track record of effectively communicating and presenting information to corporate and property leadership.

Critical Competencies:

• Highly analytical in thought and recommendations; and continually seek out the facts; can express a point of view without it be driven by an ego
• Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholders
• Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation
• Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods; and is comfortable in prioritizing their work and that of others
• Comfortable in being a “general” in identifying strategic needs, yet can be a “soldier” to ensure the implementation of a strategic plan is implemented
• Values the importance of making decisions with integrity, maintaining confidentiality across internal work groups and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to work flexible hours, including evenings and weekends.
• Fast paced environment, multiple tasks to be handled under time constraint.
• Must be able to handle a heavy business volume, and sensitive situations relating to team member, candidate, and guest problems, in a timely manner.
• Must be able to tolerate areas containing secondhand smoke, exhaust, and cleaning chemicals.
• Must be able to lift and carry 30 pounds.
• Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.
• Respond to visual and aural cues.
• Must have manual dexterity to operate all office equipment.
• Must be able to recognize and respond to individuals with questions.
• Must be able to maneuver around office and property.

DIRECTLY SUPERVISES :

• Assistant Director of Housekeeping, Wardrobe and Public Areas
• Senior Managers
• Hotel Supply Room Manager
• Uniform Manager

Disclaimer : This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).