Assistant Housekeeping Manager
About The Position
The Assistant Housekeeping Manager is responsible for ensuring the Housekeeping Department operates attentively, efficiently, and courteously, providing guests with quality service and a clean, safe environment while managing expenses and maximizing service levels. The role supports the Director of Housekeeping and oversees staff, room and public-area cleanliness, guest requests, supplies, inventories, schedules, payroll reporting, and department procedures at The Newbury Boston, a 286-room luxury hotel in Boston’s Back Bay. The manager coaches and trains housekeeping personnel, supports hiring and staff morale, inspects rooms and VIP accommodations, and coordinates with Front Office, Engineering, Accounting, and other departments. The role also monitors room status, work orders, special requests, lost and found, key control, laundry, equipment, safety documentation, and housekeeping records, while maintaining Highgate Hotel standards and contributing to guest-service and audit scores.
Requirements
- At least 5 years of progressive experience in a hotel or related field, or a four-year college degree and at least 3 years of related experience.
- Proficiency in Windows and company-approved spreadsheet and word-processing software.
Nice To Haves
- One year of housekeeping management experience in a luxury setting.
Responsibilities
- Provide attentive, friendly, helpful, and courteous service to guests, managers, and fellow employees.
- Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure satisfaction.
- Motivate, coach, counsel, discipline, and train housekeeping personnel in accordance with Highgate Hotel procedures and standards.
- Ensure staff compliance with Standard of the Week training, Forbes standards, and position-specific service standards.
- Maintain scheduled cleaning programs and detailed checklists for housekeeping positions.
- Assist with maintaining and controlling housekeeping equipment and complying with corporate Risk Management standards, including MSDS and HazComm requirements.
- Manage large guestroom turns, including group check-ins and check-outs, and ensure consistent departmental opening and closing procedures.
- Carry and professionally operate a radio or cell phone, following department radio etiquette.
- Prepare and conduct housekeeping interviews and follow hiring procedures.
- Inspect rooms daily, ensure deficiencies are addressed promptly, and assist the Director of Housekeeping with inspecting VIP rooms before arrival.
- Ensure public areas, guest rooms, and back-of-house areas meet Highgate Hotel cleanliness standards.
- Assist with ordering housekeeping and laundry supplies and amenities, maintaining required inventory pars, and conducting monthly and quarterly inventories.
- Protect guest privacy and security by following hotel procedures.
- Monitor work orders, submit them to Engineering, and follow up to confirm completion.
- Conduct pre-shift meetings for room attendants and housemen; attend weekly staff meetings and provide training on a rotational basis.
- Respond to emergencies using information in safety data sheets and keep the sheets current and accessible.
- Balance and clear room status nightly, compare housekeeping and PMS reports, and resolve discrepancies.
- Assist with reviewing staff hours for payroll and submitting information to Accounting on time.
- Assist in preparing employee schedules based on business forecasts, payroll budgets, and productivity requirements.
- Follow Highgate Hotel procedures for purchase orders, invoice vouchering, and checkbook accounting.
- Maintain professional working relationships and open communication with managers, employees, and other departments.
- Implement hotel policies and house rules and maintain familiarity with hospitality terminology.
- Monitor out-of-order, out-of-service, discrepant, and show rooms, maintaining constant communication with Front Office.
- Monitor and act on special requests, including VIPs, special-needs rooms, and connecting rooms.
- Participate in monthly Highgate Hotel team meetings and focus the department on its contribution to guest-service and audit scores.
- Monitor VIPs, special guests, and special requests; review the housekeeping log book and Guest Request log daily.
- Maintain organized files for purchases, invoices, schedules, forecasts, reports, and tracking logs.
- Use telephone and computer systems to report and verify room status.
- Record valet laundry and check incoming laundry at the end of the day to ensure all items have been returned.
- Store, secure, and issue supplies as needed to meet business demands.
- Ensure regular maintenance and cleaning projects are completed on a biannual basis.
- Maintain lost-and-found procedures and policies and the key-control system for house keys.
- Ensure overall guest satisfaction.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability insurance
- 401(k) retirement plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave in accordance with applicable law
- Employee assistance program
- Educational opportunities and tuition reimbursement
- Paid jury duty, personal, medical, and military leave in accordance with applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
