Floor Supervisor, Housekeeping - Housekeeping

Responsibilities

• Amplify the level of Housekeeping service and elevate the guest experience.
• Oversee and inspect the quality of room cleanliness for guests.
• Service a range of clientele, all of which are expected to be treated with first‑class service in all aspects.
• Release all rooms in their sections daily.
• Perform standards tests.
• Assist guests with any requests they receive, working closely with Housekeeping Management.
• Conduct oneself in accordance with all Gaming Commission Regulations and departmental policies and procedures.
• Acknowledge all guests utilizing the 10/5 rule and using the guest name whenever possible.
• With assistance from Housekeeping management, supervise the property’s Hotel Housekeeping Department in all daily operations.
• Create a culture of high ethical standards, integrity and service at all times.
• Personally assist guests, inspect all guest rooms, solicit feedback and adapt internal procedures accordingly.
• Implement systems that help anticipate the needs of guests.
• Seek opportunities to improve performance and implement action plans for improvement.
• Work with existing Hard Rock standards and develop property‑specific standards to ensure exceptional quality, value, and presentation of room product.
• Work with direct reports to conduct performance appraisals and evaluate progress toward goals.
• Create a culture of accountability through quality control metrics for Housekeeping performance.
• Ensure that all Housekeeping employees receive excellent initial and ongoing training.
• Create a culture of excellence and professionalism as it relates to customer service, employee relationships and interdepartmental interactions.
• Coach, mentor, and motivate the Housekeeping Team to provide an exceptional guest experience, consistent with industry‑observed luxury travel standards (AAA/Forbes).
• Ensure integration and teamwork for the department in a positive environment.
• Participate in the quality assurance program and help Housekeeping achieve a top‑tier rating.
• Assure all safety policies and procedures are followed.
• Be responsible for completion of room projects.
• Account for and inventory linens and housekeeping supplies.
• Utilize device/HotSOS to place requests for Housemen and other departments.
• Be responsible for the overall condition of cleanliness and functionality of rooms by generating requests through HotSOS/REX.
• Utilize technology to ensure maintenance of the property is consistent with industry‑observed luxury travel standards (AAA/Forbes).
• Assist in creating housekeeping assignments and maintain them to ensure efficient and accurate execution.
• Attend training and meetings as required.
• Report for duty punctually wearing the correct uniform/attire.
• Maintain a high standard of personal appearance and hygiene and adhere to hotel and department personal appearance standards.
• Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
• Demonstrate actions and behaviors that reinforce the Company’s Mission and Values.
• Perform other duties as assigned.

Qualifications

• High School diploma, GED, or equivalent required.
• Minimum 2 years of experience in a Hotel Housekeeping role.
• Bilingual in Spanish preferred.
• Must possess the ability to deliver a service level that creates an atmosphere that makes guests want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities to play a role in achieving organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality while being able to project a professional appearance.
• Must possess the ability to take charge, make improvements, build teams and make decisions.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
• Must possess good knowledge of computers.
• Must be detail oriented.
• Must possess excellent time management skills.
• Must be willing and able to work flexible hours including evenings, weekends.
• Must be mobile in order to visit guest rooms, storage areas, offices and other spaces.

Benefits

• Medical, Dental, Vision Prescription, Life, Accident, Pet Legal
• 401K with match
• Paid Time Off
• Holiday Pay
• Free Meals, Free Uniforms, Free Parking
• Discounts at Hard Rock properties around the globe
• All team members are eligible to participate in the discretionary annual bonus program
• Training and Leadership development programs
• Well