Manager - Housekeeping

Job Description

The Housekeeping Department Manager is responsible for the day to day operations of the assigned area of responsibility within the department to ensure Wynn Las Vegas standards are maintained by the staff. This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction.

Job Responsibilities:

• Ensures the Wynn standards of cleanliness and appearance for all housekeeping areas, which include but not limited to; guest rooms, back of house lockers, and tower public areas.
• Performs opening and closing shift procedures.
• Creating and adjusting daily shift schedules for the week.
• Conducts frequent inspections in all guest rooms, hallways and related back of house space in order to maintain a high level of cleanliness.
• Determines times for daily, weekly and monthly cleaning tasks, as well as special projects and cleaning requests, to ensure completion.
• Responsible for managing all levels of staff including, assistant managers, supervisors and line level staff.
• A key aspect of the job is providing inspiration and celebrating success as a team.
• Responsible for effectively managing many personality types. Implements a calm environment when under pressure.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Must focus on key drivers of employee engagement and guest satisfaction.
• Responsible for employee coaching, counseling, disciplines and performance reviews.
• Ensures staff is equipped with all tools to serve the guests' needs, which include, but is not limited to: making yourself available for staff by consistently walking floors, answering questions, following up with employees to get questions answered, addressing issues and concerns, giving clear expectations and directions for tasks and assignments.
• Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues.
• Maintains a strong working relationship with fellow managers other departments to enhance the guest experience.
• Communicates regularly with the assistant managers and Housekeeping upper leadership on any service barriers or staff performance issues to ensure company and department standards and policies are upheld.
• Working with the Administration and Training Managers on training initiatives and staff development plans.
• Works with the Director and Assistant Director to maintain equipment and supply inventory necessary to support the department.
• Works closely with maintenance manager and engineering department to ensure upkeep of the assigned area(s)/rooms.
• Ensures performance reviews are completed.
• Responsible for maintaining the Wynn standards of service to guests and coworkers at all times.
• Works with safety as a priority, and follows department and company safety standards.
• Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities.
• Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
• Attends required manager meetings, training classes and incorporates new knowledge gained into daily work practices.
• Looks for opportunities to assist peers, guests, other departments or leaders at all times.
• Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork.
• Awareness of guest experience at all times, smiles and makes eye contact and communicates professionally.
• Must maintain a complete knowledge of industry through continuing education and training.
• Performs any other job related duties as assigned by upper management.

Qualifications

Job Requirements:

• Requires a minimum of 2 years leadership experience, preferably in a large casino or hotel environment.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
• Must possess excellent communication skills, both verbal and written.
• Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
• Must have problem negotiation, problem solving & decision making skills.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
• Weekend availability. Must be available to work all shifts and be able to flex schedule based on business demands.
• Must have knowledge of union as well as non-union working environments.
• Candidate must be able to work efficiently within a team environment.
• Must be able to work effectively in stressful, high-pressure situations.
• Must possess a positive, "whatever it takes" attitude.
• Candidate must be well groomed and professional.
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Candidate must maintain the highest levels of confidentiality regarding guests and staff.
• Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
• Prior knowledge of the following systems is preferred: HotSOS, Kronos, MMS Agilysys, Lemaland, Levo2, Medallia (Guest survey) and Opera.
• Must be able to effectively communicate English with guests, management, and other associates to their understanding. Additional foreign language a plus.
• Combination of education equivalent to a high school diploma or any other combination of education, training and experience that provides the required knowledge, skills and abilities.

Must be 21 years of age or older.

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.