Under general supervision of the Hotel Manager, oversees and coordinates the daily activities of the Housekeeping staff to ensure all areas of the Hotel are kept clean, organized and stocked with supplies in accordance with Quality & Service Standards. Monitor, track and report Hotel Room Updates for Out of Service, Maintenance Required, Occupied, Vacant, Clean and Inspected statuses to optimize revenue and guest satisfaction. Assist Hotel Management with departmental administration, including but not limited to, Performance Management, Time and Attendance Tracking and Compliance, Pre-Shift Meetings, Communications and various other duties as assigned.

This position description may not include all of the listed duties, nor do all of the listed examples include all tasks which may be found or assigned to this position.

MINIMUM QUALIFICATIONS:

• Must be 18 years of age or older.
• One year of housekeeping experience.
• Six months of supervisory experience in a hotel facility preferred.
• Associates Degree preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

SUPERVISION RESPONSIBILITIES:

Houseperson, Laundry Attendant, Hotel Room Attendant

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.

  Ensures company information provided by management is effectively communicated.

DEPARTMENT OPERATIONS:

• Makes guests feel welcome and important by ensuring that guestrooms and common areas are clean, comfortable and well maintained.
• Oversees the supervision of personnel, which includes assigning work allocation, training, and problem resolution; evaluates performance and assists Hotel Management in various personnel matters.
• Ensure Hotel is kept clean and orderly to optimize guest
• Supervises and inspects the cleaning of the guest rooms, turndown service, Hotel corridors, elevators & elevator landings, service areas and all Hotel Supply Areas.
• Monitors, tracks and reports Hotel Room Status updates in a timely manner to the Front Desk using the Hotel Management System.
• Ensure compliance with accident/loss prevention programs, health/sanitation standards and regulations to achieve a high level of safety and cleanliness and guest satisfaction.
• Issues assignments to staff creating a smooth flow of Housekeeping operations.
• Ensures that staff have supplies/goods at beginning of shift in order to control inventory and ensure proper supplies are available while controlling waste and inventories.
• Follows up on guest requests, concerns and problems to optimize guest satisfaction.
• Generates shift reports recording key hotel statistics and incidents.
• Implements emergency training and procedures to ensure appropriate protection of the hotel, guests, staff and company assets.
• Leads and contributes to a team effort, working well with others.
• Perform other duties as assigned.

GUEST SERVICES:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset
• Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

• Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service are preferred.
• Read, write, speak and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Protect the Company’s value by keeping information confidential.
• Perform assigned tasks under moderate supervision. Follow written and verbal instructions.
• Establish and maintain positive relationships with other upper management, supervisory staff, employees, and the general public. Work well alone or within a team.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence as required.
• Exercise sound judgment and solicit assistance for decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing or maintaining professional networks.
• Knowledge of applicable safety practices and occupational hazards.
• Skill in operating hotel system software, experience in Visual 1/Infogenesis preferred.
• Skill in the use of cleaning tools, chemicals, cleaners, and disinfectants.
• Skill in maintaining cleanliness of guest rooms.
• Ability to present oneself in a professional manner and meet company grooming standards.
• Ability to work as a team member in a structured working environment.
• Ability to work with timeliness and thoroughness.
• Ability to work and finish multiple tasks.
• Ability to safely use cleaning products and safely operate cleaning equipment.
• Ability to learn the methods of cleaning and caring for buildings and equipment.
• Ability to demonstrate excellent guest service at all times.
• Ability to work with timeliness and thoroughness.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 25 pounds.Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is generally performed in an office and Casino Hotel setting.
• Evening and/or weekend shifts may be required. Extended hours and irregular shifts may be required.
• Exposure to second-hand smoke.
• Noise level in the work environment is moderate to high.
• The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.
• Employee may be exposed to blood/bodily fluids, chemicals and/or hazardous material.
• Employee may be exposed to risks associated with the use of tools/machinery.
• Employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.