Head of Housekeeping Operations

2 weeks ago

Gurnee, Illinois, United States Great Wolf Lodge Full time

Compensation:
$90,000 annually - $90,000 annually At Great Wolf Lodge, the Head of Housekeeping Operations is tasked with overseeing all facets of housekeeping services and initiatives, which encompass operations, strategic planning, financial management, staffing, and payroll. This senior-level role is crucial in ensuring both guest and employee satisfaction while maintaining profitability within the housekeeping sector.

Become Part of Our Team:

Advance Your Career:
A fantastic opportunity to begin or elevate your career through cross-training, scholarship opportunities, and talent development programs at every level.

Exclusive Benefits:
Enjoy unique perks for you, your family, and friends, including discounted vacations and employee referral bonuses.

Learn While You Work:
Access Great Wolf University for on-the-job training, functional skills, and leadership development.

Focus on Your Well-Being:
We provide flexible scheduling, a comprehensive wellness program, and support through our Employee Assistance Program and Employee Relief Fund.

Embrace Diversity:
Join a team that celebrates diversity and inclusion through initiatives that ensure everyone feels valued and recognized.

Employee Benefits:

  • Medical, Dental, and Vision coverage
  • Health savings account
  • Telehealth services
  • Life insurance
  • 401K with employer contribution
  • Paid time off
  • Paid parental leave


Key Responsibilities:
Develop detailed, actionable plans that align with organizational goals, effectively managing resources and time across various departments.
Oversee the fiscal and budgetary management of housekeeping operations, including the creation and maintenance of departmental budgets, forecasts, and financial reports; review and approve departmental purchases.
Manage daily operations of the Housekeeping and Laundry departments, ensuring thorough cleaning of all public spaces and guest accommodations.

Supervise Laundry team members, ensuring operational efficiency and effectiveness. Collaborate on cross-functional teams to coordinate resort activities effectively. Monitor and respond to guest feedback, proactively addressing concerns with operational solutions. Conduct investigations related to guest service and liability claims, ensuring timely and professional handling of customer requests.

Develop, implement, and oversee housekeeping schedules, managing staffing processes to maintain optimal operational efficiency. Manage room expeditor software (REX) to ensure effective inventory management. Participate in the Manager-On-Duty (MOD) program and fulfill associated responsibilities. Recruit, hire, train, and evaluate team member performance against established standards. Plan and execute staff training and development initiatives within the department.

Monitor quality assurance programs for the lodge. Review the accuracy of nightly housekeeping reports and investigate any discrepancies. Serve on the resort Executive Committee to advocate for the housekeeping function. Enforce policies and procedures while maintaining a thorough understanding of general and departmental safety protocols.

Attend safety training programs and in-service education as required. Develop, implement, and monitor programs that ensure a safe facility and work environment, complying with all relevant regulations—Ergonomics, Emergency Responses, Injury and Illness Prevention, and Hazard Communication Programs. Ensure proper maintenance of all equipment, arranging for repairs or replacements as necessary. Conduct inventory of housekeeping supplies for submission to the appropriate contact. Ensure housekeeping areas are stocked, organized, and compliant with all safety and environmental health regulations. Oversee the management of Lost and Found, ensuring accurate record-keeping and safety of items.

Required Qualifications & Skills:
High School diploma or GED. Proficient in Microsoft Office (Word, PowerPoint, Excel). Minimum of 3 years of experience supervising or managing a large housekeeping department. Minimum of 5 years of experience in the hotel or resort industry.

Desired Qualifications & Traits:
College Degree. Proven ability to effectively resolve conflicts. Committed to thorough analysis, planning, and execution of all work efforts. Projects a positive public relations image to team members and guests. Ability to motivate diverse groups to achieve exceptional goals and overcome challenges. Excellent management skills, including conflict resolution, coaching, development, and teamwork.

Physical Requirements:
Ability to sit or stand for extended periods. Capable of lifting up to 15 lbs.

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