What are the responsibilities and job description for the FLOOR SUPV - HSKP position at Hard Rock Hotel & Casino Atlantic City?
Overview
The role of Housekeeping Floor Supervisor at Hard Rock Hotel & Casino Atlantic City 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 Atlantic City’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.
Responsibilities
QUALIFICATIONS:
Work Environment
The role of Housekeeping Floor Supervisor at Hard Rock Hotel & Casino Atlantic City 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 Atlantic City’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.
Responsibilities
- 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
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
- Demonstrate actions and behaviors that reinforce the Company’s Mission and Values.
- 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.
QUALIFICATIONS:
- High School diploma, GED, or equivalent required
- Minimum 2 years of experience in Hotel Housekeeping role
- Bilingual in Spanish preferred
- 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
- 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, second hand smoke and excessive noise and constant exposure to general public.
- Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.