Lodging Operations Supervisor

2 weeks ago

Williamsburg, Michigan, United States Turtle Creek Casino & Hotel Leelanau Sands Casinos Full time
EDUCATION / EXPERIENCE

Must be at least 18 years old and have a high school diploma or GED.

A minimum of 3 years of experience in housekeeping and/or at least 1 year in a supervisory role in housekeeping, or an equivalent combination of education and experience is required.

SUMMARY

This role involves overseeing and guiding the daily operations of the housekeeping and laundry teams within the hotel. The supervisor will allocate work schedules, assign rooms and areas for cleaning, inspect cleanliness and safety standards, manage inventory of cleaning supplies, and report the condition of rooms to management.

ESSENTIAL JOB FUNCTIONS
  • Act as a working supervisor by spending time in various areas of the housekeeping department, as directed by the Executive Housekeeper or Lodge Manager, in both frontline and support roles.
  • Collaborate with the Executive Housekeeper and Hotel/Lodge Manager to set standards and written procedures for housekeeping and laundry staff to ensure the highest service quality.
  • Plan work schedules to ensure sufficient service levels and manage overtime effectively. Assign rooms and sections to staff based on system reports.
  • Provide training for new hires and ongoing training for existing staff in all areas of the housekeeping department, including conducting departmental orientations.
  • Ensure adherence to dress code standards within the department.
  • Order and maintain adequate inventory of cleaning supplies, linens, guest amenities, and other essential items for daily operations.
  • Coordinate supply and equipment requests through the requisition system and the Purchasing Department.
  • Inspect and assess the physical condition of the property, including guest floors, rooms, public areas, and laundry facilities.
  • Update the property management system to reflect room readiness for front desk sales.
  • Maintain a detailed room history that includes inventory, major maintenance, repairs, renovations, and general cleaning records.
  • Maximize productivity, control costs, and minimize waste in all housekeeping, laundry, and uniform areas.
  • Ensure all electronic keys and property are properly assigned and returned, investigating any discrepancies reported by security.
  • Organize daily pre-shift meetings and plan agendas for departmental meetings as needed under the direction of the Executive Housekeeper or Lodge Manager.
  • Work with maintenance to ensure rooms are operational by entering work orders into the computerized system.
  • Deliver exceptional guest service at all times.
  • Submit regular written reports to the Executive Housekeeper and/or Hotel/Lodge Manager.
  • Participate in property, division, or other meetings as required.
  • Address any complaints regarding housekeeping services and equipment to ensure guest satisfaction.
  • Conduct daily inspections of vacant/clean rooms to verify completion and compliance with property standards.
  • Communicate with the Executive Housekeeper or Lodge Manager regarding housekeeping issues that require resolution.
  • Operate all laundry equipment effectively.
  • Be willing to cross-train and provide support in related operational areas.
  • Perform other duties as assigned.
OTHER NECESSARY SKILLS AND ABILITIES

Must possess excellent customer service and communication skills, both verbal and written. A team-oriented attitude with a positive demeanor is essential. Must be highly organized and capable of managing multiple tasks simultaneously. Ability to prioritize obligations and complete tasks in a timely manner is crucial. Must work well with diverse personalities while maintaining high levels of customer satisfaction. Responsiveness to supervisory guidance and constructive criticism is necessary for continuous improvement. Flexibility and adaptability to changing work environments are vital for success in this role.

SUPERVISORY RESPONSIBILITIES

*Room Attendants, House Persons, Laundry Attendants.
  • Delegate tasks to achieve optimal results.
  • Reinforce policies and procedures.
  • Maintain comprehensive knowledge of all departmental operations.
  • Participate in interviews and staff performance evaluations.
  • Handle employee disciplinary actions, including hiring and terminations.
  • Attend training sessions and seminars to enhance job knowledge.
  • Manage employee records, including absentee reports and time-off requests.
  • Ensure safety and security within the department, including emergency responses and reports.
  • Plan and organize departmental functions and recognition programs.
  • Complete scheduled shift reports and other required details.
  • Maintain open communication with other departments and within the team.
  • Engage in company and external training to further departmental objectives.
EQUIPMENT TO BE USED

Multi-line phone system, desktop computer, housekeeping software, printer, copier, fax, basic office equipment, and general housekeeping tools. Laundry equipment including washers, dryers, irons, and cleaning supplies.

TYPICAL PHYSICAL DEMANDS

May require lifting up to 50 lbs and standing or walking for extended periods. May also involve reaching, bending, stretching, kneeling, crawling, lifting, and carrying as needed.

TYPICAL MENTAL DEMANDS

Must effectively manage stressful situations while remaining focused and professional. Ability to handle difficult interactions without losing perspective is essential. Must work productively under strict deadlines and varying time constraints.

WORKING CONDITIONS

Must adhere to all safety policies, procedures, and standards as established. Work occurs in both office settings and throughout the property.

COMMENTS

Native American and Tribal Preference will apply. Must successfully pass a background check and drug screening as a condition of employment. Flexibility in working hours and willingness to take on additional responsibilities is required. Adherence to company policies regarding confidentiality is mandatory.

The above statements are intended to describe the general nature and level of work performed by individuals in this classification. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this role. Management reserves the right to modify or change the duties of the position at any time. Any qualifications considered as equivalents to stated minimums require prior approval from the Director of Human Resources.

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