Executive Housekeeper

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Date: Jan 9, 2019

Location: Bethlehem, Pennsylvania, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Executive Housekeeper is to oversee all departmental operations for Housekeeping and manage the day to day operations of the Housekeeping Department.  Responsible for inspecting guest rooms, team members training and evaluation of housekeeping team members to ensure that the highest standard of cleanliness is maintained. All duties are to be performed in accordance with departmental and the Sands Casino Resort Bethlehem (the “Sands”) policies, practices, and procedures.

Essential Responsibilities:

  • Responsible for conducting interviews and making the hiring decisions for Housekeeping supervisors, guest room attendants and floor attendants
  • Responsible for creating and or reviewing the daily work schedules for housekeeping supervisors, guest room attendants and floor attendants
  • Responsible to insuring compliance with all OSHA and other workplace policies and procedures
  • Responsible for the issuance of progressive coaching and counseling with regards to attendance issues and infractions to company policies and procedures including Rules of Conduct.
  • Responsible for conducting frequent inspections of guestrooms and hallways in order to maintain a high standard of cleanliness.
  • Evaluates the performances of the Floor Supervisors, guest room attendants and floor attendants.
  • Constantly seek ways to improve quality.
  • Provides unmatched service to guests at all times.
  • Provides accurate directions and information for guest inquiries and is knowledgeable about all aspects of the Sands Casino Resort services, features, attractions, promotions and special events.
  • Develop & maintain ongoing training initiatives (daily & monthly). Implement system to seek feedback from guests regarding quality or service & product. Resolve guest complaints, ensuring guest satisfaction.
  • Develops and fosters an environment of teamwork and interdepartmental cooperation.
  • Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
  • Manage staff and organize department functions in accordance with company guidelines.
  • Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
  • Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
  • Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
  • Work on actual project or service to help achieve the objectives of the department.
  • Evaluate information to render an opinion or take action based on that information that will impact the department or function.
  • Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
  • Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
  • Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures. 
  • Interview and make recommendation of candidates for new hire
  • Determine if and/or when policy or procedural infractions by Team Members occur and issue the appropriate level of progressive discipline.
  • Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
  • Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
  • Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
  • Authority to issue a complimentary in accordance with the Sands Comp Matrix.

Minimum Qualifications:

Minimum Employment Requirements:

  • 18 years of age, proof of authorization/eligibility to work in the United States.
  • High School diploma or equivalent.
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
  • Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
  • Maintain a professional, neat and well-groomed appearance adhering to the Sands appearance standards.
  • Maintain consistent adherence to the Sands Customer Service Standards (Standards of Steel).
  • Must be able to work varied shifts, including weekends and holidays.

 

Specific Position Requirements: 

  • Minimum 4 years’ management experience in housekeeping operations.
  • Must possess excellent analytical, problem-solving, critical thinking and decision-making skills with the ability to conduct analyses and generate reports to reflect findings.
  • Must be able to direct a work force; provide support staff & delegate job duties; possess administrative skills in budget preparation, cost control, staff scheduling, labor relations and problem solving techniques are essential; ability to express ideas or make recommendations concerning job related issues.
  • Must possess a thorough knowledge of Housekeeping responsibilities & functions.
  • Must be able to communicate clearly and effectively, both orally and in writing.
  • Must be able to logically and independently plan, organize, and complete work; display initiative; exhibit the ability to set and achieve high standards of performance.
  • Demonstrate the ability to make progress on multiple assignments under time constraints.
  • Physical ability to access all areas of the property.
  • Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
  • Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
  • Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
  • Ability to work with others, communicate well, receive direction; review your own work.
  • Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
  • Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
  • Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
  • Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.

Work Environment:

  • Ability to meet Specific Job Requirements and perform Position Responsibilities for this position.
  • Ability to clearly present information through the spoken or written word; talk with customers or employees; listen well.
  • Ability to be alert to customer needs to remedy or present a solution to a question, service request or service breakdown.
  • Ability to bring about results from ordinary circumstances; prepare for problems or opportunities in advance; undertake additional responsibilities and respond to situations as they arise with or without supervision.
  • Ability to be tactful and polite, maintain confidences, and foster an ethical work environment; handle all situations honestly.
  • Ability to maintain standards despite pressing deadlines; to do work right the first time.
  • Ability to act in accordance with established guidelines; follow standard procedures; recognize and comply with written rules or practices.
  • Ability to adapt and interact with people who have different values, cultures, or backgrounds, be of service to potentially difficult people, recognize the benefits of having a diverse workforce.
  • Ability to develop a rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
  • Ability to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and display team spirit. 
  • Able to demonstrate a high level of service delivery-to do what is necessary to ensure customer satisfaction, deal with service failures and prioritize customer or client needs.

Interview Criteria:

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Job Segment: Housekeeping, Compliance, Employee Relations, Labor Relations, Event Planning, Hospitality, Legal, Human Resources

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