LAUNDRY SUPERVISOR

Reports to: Executive Housekeeper and Housekeeping Manager

About the Role

Manages the day-to-day operation of the Laundry Department and supervises Laundry Department personnel.

Responsibilities

• Explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understand where to obtain information needed to complete tasks to standard.
• Explain and demonstrate technical skills and behavioral values or standards required for tasks.
• Take ownership of problems and solve them, requesting help when needed.
• Provide guests with directions or other venue information.
• Act promptly and professionally on all guest comments and complaints.
• Schedule all laundry department personnel weekly to ensure proper coverage, quality customer service, and maximum efficiency.
• Handle customer conflicts while maintaining quality service.
• Develop and maintain good working relationships with vendors to secure supplies at the lowest possible costs.
• Train and supervise all personnel in the laundry department.
• Perform performance appraisals and coach team members.
• Identify the most effective and economical cleaning products and control their usage.
• Order and requisition all laundry supplies following hotel accounting procedures.
• Maintain records of accounts for all laundry business.
• Maintain stock levels and inform the Executive Housekeeper and Laundry Manager when stocks fall below par levels.
• Ensure laundry needs from other departments are met on a timely basis.
• Establish and carry out maintenance programs for all laundry equipment on a regular schedule.
• Conduct monthly safety meetings and training for the laundry team.
• Communicate with other departments to ensure smooth hotel operations.
• Perform other tasks as assigned.

Performance & Behavior

• Performance meets expected end results and standards in key responsibilities and operational SOPs.
• Respond to obstacles by finding new ways to achieve desired results.
• Act and take charge in the absence of guidance to meet guest or internal customer needs.
• Adapt quickly to change by applying skills positively to succeed.
• Support the Quality Goal: “Do it right the first time.”
• Protect and preserve IMGR&C property; maintain all areas, equipment, and furnishings in good repair.
• Make suggestions to improve performance.
• Behavior aligns with IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approach all activities with enthusiasm and encourage it in others.
• Maintain a positive approach in all situations.
• Respect individuality and communicate effectively to work together.
• Speak positively about guests, team members, and the business in all situations, on and off property.
• Treat others with respect in all situations.

Service

• Serve others proactively.
• Identify and communicate the needs of guests and others.
• Take quick action to meet or exceed others' needs.
• Identify ways to improve individual or team service.
• Provide service beyond job responsibilities to help the resort succeed.
• Take ownership of guest problems until resolved.

Professionalism

• Meet IMGR&C Appearance standards.
• Professionally support IMGR&C’s reputation and image in all situations, on and off property.
• Adhere to IMG&C policy for attendance and inform supervisors of future absences in advance.
• Required to work all Marketing Special Events and Concerts.

Communication

• Provide information others need to succeed in a timely manner.
• Share necessary information with the next shift for their success.
• Listen to others without interruption and act on feedback when possible.
• Ask questions to better understand expectations.
• Report all guest complaints and compliments to a Supervisor or Manager.
• Report situations where resort grounds or equipment do not meet IMGR&C standards.

Team Work

• Prioritize team success over personal success.
• Help other team members succeed without being asked.
• Take action to resolve conflicts between individuals.
• Assist other departments in achieving success.
• Report ideas to increase team success and guest satisfaction to a Supervisor or Manager.
• Do whatever is necessary to support department and resort success.
• Contribute ideas that support progress and success at shift, team, and departmental meetings.

Supervisory Responsibilities

Supervises Laundry Attendants.

Requirements

• Meets IMGR&C Values reflected in A-P-A-C-H-E: Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm.
• High school diploma or general education degree (GED); or six months to one year of job-related experience and/or training; or equivalent combination of education and experience.
• Mescalero Apache Tribal preference; bicultural experience preferred.

Physical Demands

The physical demands described are representative of those that must be met to successfully perform the essential duties of this position.

• Frequently required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk, or hear.
• Must be able to use handheld communication devices.
• Occasionally lift and/or move up to 50 pounds.
• Must be able to stand for several hours.

Work Environment

The work environment characteristics described are representative of those encountered while performing the essential functions of this position.

• Noise level in the work environment is loud.
• Exposure to a second-hand smoke-filled environment.
• May be exposed to biohazardous fluids such as blood and other body fluids.
• May be exposed to hostile environments with guests.
• May be subject to high-stress environments.