Housekeeping Manager

Inn of the Mountain Gods 287 Carizzo Canyon Rd Mescalero, NM 88340, USA Inn of the Mountain Gods 287 Carizzo Canyon Rd Mescalero, NM 88340, USA Supervises: Housekeeping Supervisor, Housekeeping Attendant and Houseman Summary of Position Housekeeping Manager is responsible for the overall operation of the department, cleanliness and upkeep of IMGR&C. Key Responsibilities and Performance/Behaviors Ability Can explain and demonstrate Hospitality Behaviors and Performance Standards. Understands where to get the information needed to complete tasks to standard. Can explain and demonstrate technical skills used to complete tasks to standard. Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard. Understands how to take ownership of problems and solve them when solutions may not be available. Can explain how to request help from others when needed to complete task or goal. Has complete knowledge and can tell others of IMGR&C products and services. Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner. Performance Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists. Responds to obstacles; finds new ways to reach desired end results. In absence of guidance, acts and takes charge to respond to guest or internal customer needs. Responds to change by quickly applying talent and skills in a positive way to succeed. Supports achievement of Quality Goal; “Do it right the first time.” Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair. Makes suggestions to improve performance. Behavior Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills). Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Respects individuality of others; continues to communicate in order to work together. Speaks positively about guests, other team members and our business in all situations on and off property. Treats other with respect in all situations. Service Serves others. Identifies and can communicate needs of guests and others. Takes quick action to serve others in a way that meets/exceeds their needs. Identifies ways to improve individual or team’s service to others. Provides service outside job responsibilities if needed to help resort succeed. Takes ownership of guest problem(s) until it is solved. Professionalism Meets IMGR&C Appearance standards. Professionally supports IMGR&C reputation and image in all situations, on and off property. Meets IMG&C policy for attendance. Informs supervisor of future absence as far in advance as possible. Required to work all Marketing Special Events and Concerts. Communication Provides information others need to succeed, in time for them to use it. Shares with next shift the information needed for them to succeed. Listens to others without interruption; acts on their feedback when possible. Asks questions to better understand expectations of others. Reports all guest complaints and compliments to Supervisor or Manager. Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards. Team Work Puts Success of team ahead of personal success. Helps other team members succeed without being asked. Takes action to resolve conflict between individuals. Helps other departments achieve success. Reports ideas to increase team success and guest satisfaction to Supervisor or Manager. Does whatever is necessary to help department and resort success. Contributes ideas that support progress and success at shift, team and departmental meetings. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion: Schedules all Housekeeping Department personnel on a weekly basis, to ensure proper coverage of all services with maximum quality customer service and maximum efficiency at all times; Approves time for payroll; Maintains budget and expenditures tracking to ensure department budgetary goals are being met, and that costs are controlled as efficiently as possible. Prepares budget reports for management when requested by Director of Support Services; Handles any customer conflicts when they arise, maintaining quality customer service at all times; Prepares and conducts Performance Appraisals on Housekeeping Department team members; Develops and maintains good working relationships with vendors for supplies when needed, and contracts for these supplies at the lowest possible costs; Establishes standards of cleanliness for all areas of responsibility and assure these standards are met and maintained. Controls supply usage and costs; Establishes and monitors preventive maintenance programs for all equipment in the department; Reports any breakage or damage to maintenance department to assure that faults have been corrected within a reasonable time-frame; Schedules and supervises heavy duty cleaning as deemed necessary; Maintains inventory of needed supplies, and orders new supplies, when necessary; Evaluates Team Members to ensure performance is to standard Conducts pre-shift meetings; Creates Daily Report documenting daily task completions and activities; Adheres to all regulatory, departmental. and casino policies and procedures; Performs other duties as required. Supervisory Responsibilities Directly supervises Assistant Housekeeping Manager, Shift Supervisor and Housekeeping Attendants. Responsible for the overall direction, coordination, and evaluation of these team members. Carries out supervisory responsibilities in accordance with Mescalero Apache Tribal and Inn of the Mountain Gods Resort and Casino policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning assigning, and directing work performance reviews; rewarding and disciplining team members; addressing issues and resolving conflicts. Education and/or Experience Requirements Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork. High school diploma or general education degree (GED); or one to two years job-related experience and/or training; or equivalent combination of education and experience may be Mescalero Apache Tribal preference; bicultural experience preferred. Physical Demands The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position. While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments. Qualifications Skills Behaviors : Motivations : Education Experience Licenses & Certifications Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr