Assist in the day-to-day operations to achieve customer satisfaction and quality service while assuring compliance with policies and Standard operating Procedures. Oversees the operations of the Hotel Housekeeping staff to include, Status Board, Clerks, Suite Attendants, Housepersons, and Suite Supervisors. Ensure guest satisfaction in providing top quality customer service and hospitality.

Essential Duties and Responsibilities

Oversees all Housekeeping staff. Handles guest complaints, referring matter to appropriate management personnel when the situation requires resulting in 100% guest satisfaction. Ensure all keys are properly signed in and out.  Counsels, guides and instructs assigned personnel in the proper performance of their duties. Assist in the preparation of periodical performance reviews of assigned personnel. Demonstrates a pleasant and enthusiastic demeanor at all times. Oversees operations of Housekeeping, ensuring all requests or instructions are executed in a timely manner. Provides and ensures proper handling of lost and found items following established procedure. Perform special projects or responsibilities as assigned. Listen and respond to guest inquiries in a professional manner. Answer questions and offer assistance by providing accurate information on services relating to hotel, casino and the city in a friendly and welcoming manner. Completes interviews, evaluation and progressive positive/corrective discipline action when required in a timely manner. Implement and monitor departmental/hotel policies and procedures to ensure quality service.  Must enforce all OSHA and Safety policies and procedures. Maintain work area in a clean and safe manner. Supervise and monitor daily work performance of all hourly Housekeeping staff ensuring the completion of their duties and any other assigned work. Compile departmental work schedules and monitor workload to ensure a proper balance of work. Prepares schedules to ensure all areas are properly staffed. Makes necessary adjustments as needed. Communicate effectively both verbally and in writing to provide clear direction to staff. Generate, review and analyze a variety of reports on a daily basis in order to monitor efficiency and costs. Provide input into both short and long term goals and assist in implementing specific strategies to achieve the goals. Report problems found in operation and any unsafe equipment or unusual situations requiring action.  Report all maintenance discrepancies and situations in a timely manner and effectively follows through. Ensures all tower public areas are cleaned and well maintained upholding hotel standards. Monitors all supplies and amenity levels in assigned areas. Ability to make good sound judgment decisions regarding employee and guest safety as well as professional customer service skills. Must be familiar with guestroom cleaning techniques to include industrial carpet and floor care, as well as basic guestroom cleaning. Attend all training classes as directed by the company.  Assist in training of new employees. Attend and participate in pre-shift department meetings.

Job Specifications

One to two full years of employment in a front service/guest service field preferred. Must have excellent written and oral communication skills in English. Work prefers Bilingual abilities. Must be proficient in Microsoft Office, AS400 preferred. Must be neat, professional with good personal hygiene Work requires flexibility to work various shifts. Ability to bend, stoop or kneel, climb, ascend and descent stairs. Ability to stand and walk for the duration of a shift.

Working Conditions

Fast paced environment, multiple tasks to be handled under time constraints.  Must be able to lift up to 50lb and handle sensitive situations relating to staff and guest problems, in a timely manner.

 

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended.  Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.