Executive Housekeeper / Manager

Holiday Inn Express-Durham•Durham, NC

53d•Onsite

About The Position

The Executive Housekeeper / Manager is responsible for overseeing the housekeeping department, ensuring that all guest rooms, public areas, and back-of-house areas are maintained to the highest standards of cleanliness, appearance, and brand compliance. This role includes full responsibility for employee management, scheduling, training, compliance, accountability, and performance management of housekeeping staff. The position requires active leadership in staffing, coaching, and disciplinary administration, as well as ensuring all team members consistently meet brand standards, quality assurance requirements, and guest experience expectations. This role also involves coordinating with other departments, maintaining inventory and budgets, and ensuring efficient operations and guest satisfaction. The position may require covering staffing shortages, including inspections and cleaning of guest rooms, public areas, and back-of-house areas as needed.

Requirements

High school diploma or equivalent; hospitality management degree preferred.
Proven experience in housekeeping management, preferably within a similar branded hotel environment.
Strong leadership experience in employee management, coaching, and disciplinary processes.
Experience with scheduling, labor management, and performance evaluations.
Working knowledge of brand standards, QA processes, and guest satisfaction metrics preferred.
Strong organizational, communication, and problem-solving skills.
Proficiency in budgeting, inventory control, and operational planning.
Ability to train, motivate, and hold team members accountable.
Physical ability to clean and inspect rooms as needed.

Responsibilities

Lead, train, supervise, and manage the housekeeping team, ensuring adherence to performance standards, company policies, and brand expectations.
Establish clear expectations and hold team members accountable for productivity, quality, attendance, and conduct.
Administer progressive discipline, including coaching, verbal/written warnings, and terminations in accordance with company policy and brand guidelines.
Conduct regular performance evaluations and provide ongoing feedback aligned with brand service culture and brand behaviors.
Promote a guest-focused culture consistent with brand’s commitment to delivering exceptional guest experiences.
Partner with the General Manager on recruitment, interviewing, hiring, and onboarding in alignment with company and brand standards.
Develop and manage employee schedules based on occupancy forecasts, labor guidelines, and brand productivity standards.
Monitor labor costs and productivity to ensure alignment with budget and brand expectations.
Ensure adequate staffing coverage for all shifts, weekends, holidays, and peak business periods.
Adjust staffing proactively to maintain service levels and brand compliance.
Develop, assign, and oversee training programs for all housekeeping staff in accordance with brand standards, Standard Operating Procedures (SOPs), and required training modules (as provided by brand).
Ensure all employees complete the required brand and company training and maintain compliance with operational, safety, and regulatory standards.
Conduct ongoing coaching, retraining, and skill development to maintain consistency with brand quality assurance audits and inspections.
Maintain accurate training records and ensure accountability for completion.
Conduct routine inspections of guest rooms, public areas, and back-of-house spaces to ensure compliance with brand cleanliness standards, brand hallmarks, and QA inspection criteria.
Ensure all rooms meet brand presentation standards, including bedding, amenities, and cleanliness metrics.
Address and resolve housekeeping deficiencies and guest concerns promptly to protect guest satisfaction scores and brand reputation.
Monitor and improve departmental performance to meet or exceed brand guest satisfaction metrics (e.g., Medallia/Guest Love scores).
Collaborate with maintenance to ensure all facilities meet brand property condition standards.
Manage inventory of cleaning supplies, linens, and guest amenities in accordance with brand specifications.
Ensure approved brand products and par levels are maintained.
Develop and manage departmental budgets while maintaining compliance with brand and ownership expectations.
Monitor usage, minimize waste, and control costs without compromising brand standards.
Work with approved vendors and suppliers aligned with brand procurement guidelines when applicable.
Partner with other departments to ensure seamless operations and delivery of the brand's guest experience.
Communicate regularly with the General Manager regarding departmental performance, staffing, compliance, and guest satisfaction.
Participate in management meetings and contribute to strategies that improve brand scores, audits, and overall hotel performance.
Ensure all housekeeping operations comply with brand safety standards, as well as local, state, and federal regulations.
Enforce proper use of chemicals, PPE, and equipment in alignment with brand and OSHA guidelines.
Conduct regular safety training and ensure team compliance.
Maintain readiness for brand quality audits, safety inspections, and brand evaluations.
Report and address safety hazards and incidents promptly.
Other duties as assigned to meet the needs of the property.