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Manager, Housekeeping

4 months ago

NAPLES, United States Great Wolf Lodge Full time

Pay: $0 per year - $0 per year


The Housekeeping Manager brings joy to families at Great Wolf Lodge by acting as a core driver of front line efficiency and effectiveness in the Housekeeping department. This leadership role inspects facilities, recommends upgrades when needed, establishes workflows, standard procedures, and quality control plans. The Manager oversees all housekeeping operations and pack members to ensure guests have a worry-free stay.


Essential Duties & Responsibilities

  • Leads and mentors housekeeping staff daily to ensure cleanliness standards and operational efficiencies are met or exceeded
  • Implements and manages inventory processes through the assistance of the Housekeeping Supervisors
  • Drives, reviews and ensures proper completion of and alignment to the work order process
  • Assists Director in reviewing and action planning related to NPS Scores and guest comments, as well as follow up and resolution
  • Implements the Director's financial strategy to manage budget and labor, operating expense forecasts
  • Leads and mentors direct staff and Housekeeping employees, including:
  • Housekeeping Supervisors and all Pack Members to ensure proper staffing/budgeting levels are maintained
  • Trains new Pack Members and ensures continued training and development of current staff
  • Manages and drives training and development of supervisors
  • Communicates regularly with Housekeeping staff, setting expectations and alignment to Great Wolf values, and provides regular feedback through inspections and daily stand-up meetings
  • Ensures compliance and timely completion of the performance appraisal process; identifies key talent and plans for development
  • Models and upholds the Great Wolf guest service standards of excellence
  • Ensures guest requests of the Housekeeping department are handled in a professional and timely manner
  • Continuously raises the bar for Housekeeping guest service focus
  • Actively participates in the Manager On Duty Program
  • Addresses and resolves any guest concerns as needed to ensure guest satisfaction
  • Ensures daily, weekly, monthly, and annual safety and compliance standards are upheld and advanced
  • Communicates with Director of Engineering to ensure housekeeping areas meet fire chief and state fire inspector standards
  • Conducts and monitors Hazard Communications Programs twice yearly
  • Investigates, reports and records inappropriate behavior by staff, guests or suspicious persons


Required Qualifications & Skills

  • High School diploma or equivalent experience
  • Minimum 3 years of experience in the Hospitality field, with at least 2 years in a supervisory position
  • Demonstrated knowledge and experience in labor management scheduling
  • Demonstrated ability to lead diverse teams
  • Demonstrated analytical, planning, and change implementation abilities
  • Demonstrated management skills and abilities including conflict resolution, coaching, development, and team building
  • Demonstrated ability to effectively resolve conflict
  • Ability to work flexible schedule including nights, weekends, and/or Holidays as needed


Desired Qualifications & Traits

  • Experience in Housekeeping, preferably at a resort or large hotel
  • Bachelor's degree
  • Charismatic leader who adjusts leadership style to motivate employees and overcomes challenges
  • Inspires and motivates team members to work together and achieve success beyond expectations
  • Takes an exhaustive approach to every task. Committed to comprehensive and in-depth analysis, planning and implementations of every work task


Physical Requirements

  • Ability to lift 30 lbs.
  • Ability to stand/walk for long periods of time
  • Ability to bend, stretch and twist
  • Capable of tolerating exposure to cleaning chemicals