Head of Luxury Housekeeping & Guest Experience

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: Description:Coming soon to the Las Vegas Strip, Hard Rock Las Vegas will be a fully integrated luxury resort offering world-class hospitality, gaming, dining, entertainment and retail. Positioned on the 50-yard line of the Strip, the resort will feature a nearly 700 ft. guitar-shaped hotel that will change the Las Vegas skyline. The finished complex will feature over 3,700 hotel rooms, approximately 175,000 square feet of gaming space, two spas, multiple pools, live entertainment venues and dozens of restaurants, lounges and retail outlets.JOB SUMMARYThe Director of Housekeeping is responsible for managing and directing all housekeeping functions in the Guitar Hotel. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members. The Director of Housekeeping must harmonize the culture, mission, values, and quality standards to ensure maximum potential is achieved. This role must also create an exceptional climate of professional and personable service that ensures the engagement of employees and guests.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)Lead, direct, and manage department operations. Maintain regular presence throughout the department.Establish and maintain accurate inventory records. Participate in periodic department inventories. Recommend appropriate actions based on results of inventory reporting.Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.Read and review invoices to verify the accuracy of invoice specs and determine expenses, amount, and type of product being delivered to the property.Review and develop guest history records to enhance personalized service for repeat guests.Ensure the proper handling, maintenance, storage, and security of all department equipment, linen, and supplies.Set and maintain standards of cleanliness. Inspect all areas of responsibility daily.Ensure that our guest accommodation and all areas front and back of house are always maintained in a spotless condition.Establish and execute detailed cleaning and preventive maintenance programs of all rooms, fixtures, and equipment.Manage relationships with vendors; assist in negotiating agreements.Ensure quality and timeliness of work performed by contracted vendors; i.e. laundry services, lines, trash services, dry cleaners, window washers, contract labor etc.Create department budget to include resource quantities, costs, and expenses.Prepare and execute business plans to ensure the maximization of department performance.Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand. Communicate the role that each employee has in their achievement and ensure accountability.Monitor actual expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.Attract and select the best talent available from inside or outside the organization.Develop and implement strategies to retain staff.Train, coach, and counsel managers, supervisors and employees to achieve their career goals and maximize their potential.Monitor and evaluate staff performance and deliver recognition and rewards.Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.Conduct & ensure Sound Checks are being conducted (In absence) in the department.Ensure an extraordinary experience and create loyalty to the property and Hard Rock International brand by exceeding expectations through exceptional service and product quality.Resolve guest complaints and implement changes to prevent future issues.Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.Maintain presence in property during peak business periods.Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.Maintain effective relationships with guests.Present a professional image to employees, guests, clients, owners, and investors.Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.Maintain confidentiality of guest, employee, and company information.Active participant in daily operations meeting, weekly staff meeting, daily management Sound Check, Resume Meeting, and any other required meetings.Participation in the Manager on Duty program.Conduct monthly department meetings to communicate new policies and procedures, discuss service issues and successes, discuss global programs, implement new products and procedures, and discuss areas of opportunities, special events, activities, and training.Knowledge of Hard Rock Brand products, program, and service standards, including Forbes Standards, and ensure each are effectively maintained.Knowledge and enforcement of company policies, guidelines and procedures.Inspects the cleaning of guest rooms and public spaces daily.Oversees the Housekeeping VIP program.Aware and ensure that all Brand programs are executed properly in Housekeeping.Develops detail training guides for all positions and ensures ongoing trainingWork directly with the off property laundry and coordinate delivery of linen and laundry to the hotel.Responsible for issuing and cleaning of uniforms for the Hotel.Ensure compliance with all Hard Rock Risk Management standards (MSDS, HazComm, OSHA, etc.).Maintain required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.Ensure that HotSOS and the REX Programs are executed to its fullest potential.Monitor out-of-order, out-of-service, discrepant and show rooms.Ensure that procedures are in place to execute and accomplish all special request: VIPs, special needs rooms, connecting rooms, sofa bed make ups, etc.Ensure key control system is in place.Ensure all occupied rooms are inspected daily and that all vacant rooms are checked daily.This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.QUALIFICATIONS :Bachelor's Degree from a four-year college or university in Hospitality Management or Business Administration or an equivalent combination of education and experience that provides knowledge, skill, and ability sufficient to successfully perform the duties of the position5+ years’ experience in hotel management. Luxury hotel experience preferred.3+ years in Housekeeping management role.Thorough knowledge of all matters relating to the proper administration and operation of hotel housekeeping operations.Prior union experience is beneficial.Prior Las Vegas experience is a must.SKILLSHigh energy with effective and influential people skills. Positive attitude and the desire to motivate others.Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.Strong communication and listening skills and excellent speaking, reading, and writing ability.Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.Ability to perform complex quantitative calculations or reasoning.Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms.Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.Fluency in English: additional languages preferred.ADDITIONAL REQUIREMENTSDeep understanding of lifestyle hotels.Self-starter with an entrepreneurial spirit and strong organizational skillsAbility to work evenings, weekends, holidays, special events.PHYSICAL DEMANDS:(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)Ability to move throughout the business (standing, walking, kneeling, bending) frequently during shift.Ability to make repeating movements of the arms, hands, and wrists for computer work.Ability to sit for prolonged periods of time.Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds.May be exposed to casino related environmental factors including, but not limited to, second-hand smoke, excessive noise, and constant exposure to public.DisclaimerWhile 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). #J-18808-Ljbffr Seminole Hard Rock Hotel & Casino Tampa