National Harbor, Maryland
It is the primary responsibility of the Housekeeping Supervisor to provide excellent customer service and create a safe and friendly environment for employees and guests by overseeing the day to day operations of assigned floors and to ensure the overall cleanliness of property rooms. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.
Responds to and resolves guest complaints in a timely manner and creatively solves problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
Meets the demands of a fast-paced environment by using good judgment and the ability to multitask.
Promotes and maintains the highest level of customer service to all guests while staying alert to their needs.
Ensures the privacy and confidentiality of guests and limits requests for information pertaining to guests in accordance with hotel policies.
Completes all duties in accordance with property standards and procedures, and adheres to all company policies and legal requirements regarding safety, health, and welfare of guests, employees, and the property.
Inspects guest rooms completely and thoroughly for cleanliness.
Enters or calls all statuses of guest rooms work orders, carpets, damages, etc.
Maintains knowledge of Hotel information in order to answer guest inquiries.
Maintains records including repairs needed, lost and found items, and quality of work completed by employees.
Completes daily worksheets accurately and in a timely manner.
Submits all required daily paperwork (including key sheets, task sheets, productivity, evaluations, etc.) to the appropriate Management team, using technology as needed.
Maintains all departmental assets including equipment repairs and maintenance and ensures all departmental areas (FOH & BOH) are maintained, cleaned and organized.
Utilizes performance feedback, recognition, and training, and adheres to company policies, legal requirements as well as be knowledgeable of all duties.
Supervises assigned floors and ensures all rooms, hallways, and other areas are cleaned to property standards.
Supervises Housekeeping employees to ensure they are alert to all their duties and adhere to MGM Resorts International and Housekeeping policies and procedures.
Instructs employees and new hires on the products used for cleaning in accordance with Occupational Safety and Health Administration (OSHA) chemical Right to Know standards.
EDUCATION and/or EXPERIENCE:
High school diploma or equivalent.
One (1) year of previous experience in a similar supervisory or management role.
Effectively communicate in English, in both written and oral forms.
Two (2) years of previous experience in a similar supervisory or management role working in a similar resort setting.
Bilingual abilities, English as the primary or secondary language.
Previous experience managing employees using a Culinary Bargaining Agreement.
CERTIFICATES, LICENSES, REGISTRATIONS:
Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests.
English Language Proficiency: The ability to speak and understand spoken English when giving and receiving instructions, and talking with management, coworkers, and guests. This includes using correct grammar when speaking and not using slang terms.
Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking, writing, and reading English. This includes targeting the amount, style, and content of the information to the needs of the receiver.
Detail Orientation: The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously.
Cleaning Supplies and Chemicals: Knowledge of the hazards and safety precautions required for handling cleaning supplies and products in a safe and effective manner. This includes knowing the location of MSDS information and the appropriate product for a given situation.
Initiative: The ability and willingness to take independent action and complete job tasks without being instructed to complete them. This includes the ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others.
Adaptability/Flexibility: The ability to work in ambiguous situations and change one's style or approach in response to differing circumstances. This includes being open to change and new information; adapting behavior and work methods in response to new information, changing conditions, or unexpected obstacles; and adjusting rapidly to new situations warranting attention and resolution.
The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. This includes being cooperative, approachable, and taking time to listen to and address others' questions or concerns; treating others with kindness, respect, and dignity; and expressing empathy and compassion when dealing with the needs and problems of others.
Safety Orientation: The ability to work safely. This includes clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions.
Team Work: The ability to participate as a committed member of a team. This includes cooperating and working well with other team members to accomplish goals and meet guest needs, being supportive of others, willingly helping others, objectively considering others' ideas and opinions, sharing information with others, adhering to team expectations and guidelines, giving proper credit to others, and fulfilling team responsibilities.
Cleaning Procedures: Knowledge of policies and procedures for cleaning and maintaining the various areas of the property (e.g., restrooms, public areas, guest rooms, kitchens, etc.). This includes the ability to clean sidewalks, walls, ceilings, vents, doors, furniture, displays, artwork, counters, partitions, toilets, sinks, light fixtures, glass, mirrors, and drains.