Director of Housekeeping

Highgate Hotels•New York, NY

8d•Onsite

About The Position

The Director of Housekeeping is responsible for operating the Housekeeping Department in an attentive, friendly, efficient, and courteous manner. The role ensures guests receive quality service and a clean, safe environment throughout their stay while managing expenses efficiently and maximizing service levels. The position is at Hyatt Regency Times Square, an 795-room full-service hotel in Times Square, operated by Highgate Hotels.

Requirements

At least 3 years of progressive experience in a hotel or related field; alternatively, a four-year college degree and at least 1 year of related experience; or a two-year college degree and at least 2 years of related experience.
Supervisory experience required.
Proficiency with MS Word and MS Excel.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality of information.
Regular attendance as required by scheduling and hotel needs.
Ability to comply with hotel standards and regulations to support safe and efficient operations.

Responsibilities

Motivate, coach, counsel, and discipline Housekeeping personnel in accordance with Highgate Hotel SOPs.
Ensure compliance with training standards and effective training practices.
Establish and maintain scheduled cleaning programs and position-specific checklists.
Maintain and control housekeeping equipment and comply with corporate risk-management standards.
Conduct guest-supply and cleaning-supply inventories and maintain required supply levels by ordering supplies and amenities.
Manage guestroom turns, including large turn days and group check-ins or check-outs.
Maintain departmental opening and closing procedures and manage vendor contracts.
Prepare and conduct Housekeeping interviews and follow hiring procedures.
Develop employee morale and ensure staff training and sign-off on Service Standards by Position competencies.
Inspect rooms daily, inspect rooms with supervisors, and inspect VIP rooms before arrival.
Ensure public areas, guestrooms, and back-of-house areas meet Highgate Hotel standards.
Ensure guest privacy and security by following hotel procedures.
Monitor work orders, submit them to Engineering, and follow up on their completion.
Conduct pre-shift meetings for room attendants and housemen.
Balance and clear room status nightly, compare housekeeping and PMS reports, and resolve discrepancies.
Review staff work hours for payroll and submit them to Accounting on time.
Prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements.
Follow 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 understanding of hospitality terms.
Carry and use a pager and radios professionally, observing proper radio etiquette.
Monitor out-of-order, out-of-service, discrepant, and show rooms, and maintain communication with Guest Services.
Monitor and respond to special requests, including VIPs, special-needs rooms, and connecting rooms.
Maintain Lost and Found procedures and the key-control system.
Ensure departmental participation in monthly team meetings and focus the department on its contribution to Medallia scores.
Monitor VIPs, special guests, and requests; review the Housekeeping log book and Guest Request log daily.
Attend required hotel meetings and training, participate in Manager on Duty coverage as required, maintain regular attendance, and perform other duties requested by management.
Maintain high standards of personal appearance and grooming, comply with hotel standards and regulations, and support productivity and problem-solving.

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 (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law