Housekeeping Supervisor

7 days ago

Grapevine, Texas, United States Great Wolf Lodge Full time

Job Summary:

The Housekeeping Supervisor - Operations Manager at Great Wolf Lodge is a key leadership role responsible for driving front-line efficiency and effectiveness in the Housekeeping department. This position plays a critical part in selecting, training, staffing, and coaching front-line staff to ensure the safety, quality, and timeliness standards of the guest experience.

Key Responsibilities:

  • Lead and mentor housekeeping staff daily to ensure cleanliness standards and operational efficiencies are met or exceeded.
  • Ensure the turnover of all vacant and clean rooms in a timely manner; verify stayovers, report early check-outs, and communicate issues and discrepancies with the front office.
  • Provide coaching, encouragement, and recognition to team members when necessary.
  • Understand and champion Great Wolf Lodge policies and procedures, and collaborate with Housekeeping leadership in performance management of the department and its team members.
  • Understand and participate in scheduling of staff, labor management, and forecasting.
  • Participate in the development and execution of training programs for new hires as well as ongoing training for team members.
  • Create and schedule daily assignments, daily and weekly projects, and optimize staff to ensure lodge cleanliness and performance.
  • Conduct daily stand-up meetings with Room Attendants and House Attendants to prioritize the day and facilitate feedback from team members.
  • Escalate team feedback to leadership.
  • Inspect guest rooms for cleanliness, damage, supply levels, maintenance issues, and temperature control, and review results with Room Attendants; coach and drive accountability and performance improvement.
  • Ensure linen storage rooms, trash rooms, and housekeeping carts are clean, organized, and properly inventoried for the next day's activities; ensure and promote safety standards in these areas.
  • Supervise activities of staff and area to ensure compliance with resort standards, including the management of time and attendance.
  • Participate in recruitment process and selection of talent for the housekeeping department.
  • Assist with regular state of the team meetings and help plan engagement activities for team members.
  • Ensure the completion and proper communication/escalation of maintenance work orders and other concerns to the appropriate department.
  • Schedule deep clean and carpet care based on bi-yearly schedule and guest comments.

Requirements:

  • High School diploma or equivalent experience.
  • Minimum of 1 year experience in a Rooms Division supervisor or similar supervisor position.
  • Prior hospitality or housekeeping experience or equivalent formal education.
  • Experience with Microsoft Office and general software systems; proficiency in Excel, Word, and Outlook. Experience with HotSos or similar system.
  • Demonstrated interpersonal and verbal communication skills.
  • Demonstrated customer service, conflict resolution, employee engagement, retention, and team building skills. Ability to work flexible schedule including nights, weekends, and/or holidays as needed.

Preferred Qualifications:

  • Bachelor's degree.
  • Previous housekeeping experience, preferably in large family resort or hotel.
  • Experience with Opera or similar system.
  • Bilingual, English and Spanish.
  • Time management skills in a fast-paced environment.

Physical Requirements:

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

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