Mystic Lake Casino Hotel

Hotel Housekeeping Manager

Prior Lake, MN
Jul 09, 2021
Aug 08, 2021
Mystic Lake Casino Hotel
Job Type
Employment Status
Full Time
Job Description Job Summary:
The Hotel Housekeeping Manager is responsible for leading and managing the day-to-day operations of the fast-paced, high-volume Hotel Housekeeping department to ensure that room quality and cleanliness standards are met through efficient and effective service delivery. This role partners with key Hospitality and Marketing leaders to ensure an exceptional guest experience and will serve as a key leadership resource for other leaders within the Hotel Operations team and the Assistant Managers and supervisors within the department. This position is part of the Hotel Operations leadership team and is expected to deliver and ensure an exceptional team member experience by consistently exemplifying the Gaming Enterprise's Purpose, Vision and Values.   Budget/Asset Responsibilities:
Prepares and maintains department operating and capital budget for the housekeeping department. Responsible for managing inventory, expenses, and capital projects to align with or exceed budget goals and efficiency standards. Days TBD - based on business needs Hiring Rate or Hiring Range Salary Based on Qualifications Requirements Job Duties:
Department Operations -- 35%
  • Provides direction to and coordinates with Assistant Managers and Supervisors to ensure that appropriate decisions are made and daily work flow is performed in an organized fashion.
  • Organizes the team's work effort to maintain room cleanliness and quality standards.
  • Establishes work efficiency standards and regularly reviews methods to improve cleanliness, quality and efficiency with the team.
  • Maintains regulatory compliance, and asset protection through the creation, monitoring, and enforcement of policies and departmental procedures
  • Develop and revise procedures and operational systems to maximize effectiveness.
  • Proactively performs daily inspection of all room and common hotel areas to ensure that quality standards are being met and needed repairs are being performed. Addresses non-routine guest requests and issues to maximize guest satisfaction and loyalty.
  • Responds to guest and team member concerns and resolves issues within the scope of authority to ensure a high level of satisfaction.
  • Manages department resources to meet or exceed budgetary requirements.
People Leadership - 35%
  • Lead, inspire, coach and develop the management team (Assistant Mangers & Supervisors).
  • Act as a visible and present leader to the front line team members through frequent interaction and communication.
  • Develop content for and facilitate team huddles and team member one-on-one meetings.
  • Effectively manage and document the on-going performance of leaders and team members through coaching, performance discussions, improvement plans. Conduct termination conversations as necessary.
  • Actively participate in the performance review process by writing and delivering reviews, coaching other leaders through the process and ensuring the timely completion of these tasks.
  • Interview, selects, on-board and train new team members. Recommend promotions and train newly promoted team members.
Guest Experience-20%
  • Collaborate with key leaders across the Enterprise to plan for and execute group room contracts, VIP events with overnight stays and high-volume property-wide events (i.e. summer concerts, Showroom events, Community events, New Year's Eve).
  • Ensure all team members deliver an exceptional guest experience.
  • Execute guest recovery strategies when needed.
  • Respond to guest feedback in the moment or through the Connections platform.
    Inter-Departmental Leadership- 10%
  • Lead the development and execution of Hotel Housekeeping, Hotel Operations and Enterprise wide strategic initiatives. Represent the department in various Enterprise wide meetings or work groups.
  • Works collaboratively with multiple departments within SMSC to provide information, coordinate projects and promote services. Works closely with cross functional teams that support the Housekeeping Team in terms of revenue generation (Revenue Management), operations (Front Desk), VIPs (Marketing) and team development (HR).
Occasional Task
  • Serves as Manager on Duty for Hospitality Division.
  • Assists with vendor contacts regarding amenities and Housekeeping equipment.

Job Requirements:

Reflects MINIMUM EDUCATION, TRAINING, CERTIFICATION and EXPERIENCE required in order to meet the expectations of this job:

  • Any combination of a post high school education in Business or related field and/or experience in hospitality management to equal a minimum of five years of relevant experience.
  • Three years of supervisory or management experience in a hospitality industry with a preference for prior hotel housekeeping experience.
  • Excellent interpersonal skills with ability to interact with a diverse group of people.
  • Strong organizational skills with the ability to work independently and to prioritize and organize multiple projects.Demonstrated ability to analyze, interpret, and act upon operational and financial data to improve operations.
  • Experience in high volume operation with a large number of team members.
  • Proficiency in word-processing, spreadsheets, database, presentation, and electronic mail software.
  • Proficiency in Hotel Reservation (Opera or other) software.
Leadership Competencies:

  • A proven people leader with success building and leading high performing teams. Act as a leader of change and innovation across the business.
  • Skilled in proactively assessing organizational performance and aligning solutions with strategic and cultural initiatives.
  • Demonstrated success of strong relationship management and team building skills, with ability to influence leaders and team members at all levels within the greater organization. Experience with change management and rolling out small and large scale initiatives.
  • Outstanding written, verbal, interpersonal, coaching and presentation skills with the ability to tailor messaging to the audience
  • Strong collaborator who influences effectively with a variety of internal and external stakeholders at all levels.

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