Housekeeping Manager

E11EVEN Club Hotel & Residences•Miami, FL

21h•Onsite

About The Position

The Housekeeping Manager is responsible for ensuring the Housekeeping Department operates in an attentive, friendly, efficient, and courteous manner. The role provides guests with quality service and a clean, safe environment while managing expenses efficiently and maximizing service levels. The manager supervises and develops Housekeeping personnel, maintains department procedures and standards, coordinates room and public-area cleanliness, and supports operational activities including scheduling, supplies, inventories, payroll review, and maintenance follow-up.

Requirements

At least 2 years of progressive experience in a hotel or related field, or a 4-year college degree, or a 2-year college degree and at least 1 year of related experience.
Supervisory experience is required.
Proficiency in Windows and company-approved spreadsheet and word-processing software.
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, prioritize departmental functions, and meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain regular attendance and comply with company standards and hotel scheduling needs.
Ability to attend required hotel meetings and trainings and participate in Manager on Duty coverage as required.
Ability to maintain high standards of personal appearance and grooming, including wearing a nametag.
Ability to comply with company standards and regulations for safe and efficient hotel operations.
Ability to work long hours sometimes.
Medium physical work: exert up to 50 pounds of force occasionally and/or up to 20 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Responsibilities

Provide attentive, friendly, helpful, and courteous service to guests, managers, and fellow employees.
Respond to guest requests, problems, complaints, and accidents efficiently, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, discipline, interview, hire, and train Housekeeping personnel in accordance with company procedures.
Ensure compliance with training requirements and sign-off of Service Standards by Position competencies.
Maintain scheduled cleaning programs and detailed checklists, and ensure guest rooms, public areas, and back-of-house areas meet company standards.
Assist with maintaining housekeeping equipment and complying with corporate Risk Management standards.
Manage large guestroom turns and group check-in or check-out days, and monitor out-of-order, out-of-service, discrepant, and show rooms.
Inspect rooms daily, including rooms with supervisors, and assist the Director of Housekeeping with VIP-room inspections before guest arrival.
Maintain departmental opening and closing procedures and carry a pager at all times.
Order and maintain appropriate pars of Housekeeping and Laundry supplies and amenities; conduct monthly and quarterly inventories.
Monitor work orders, submit them to Engineering, and follow up to ensure completion.
Conduct pre-shift meetings and provide training at staff meetings on a rotational basis.
Balance and clear room status nightly, compare housekeeping and PMS reports, and resolve discrepancies.
Assist with reviewing employee hours for payroll and preparing schedules based on business forecasts, payroll budgets, and productivity requirements.
Follow procedures for purchase orders, invoice vouchering, and checkbook accounting, and maintain organized records and filing systems.
Maintain communication with Guest Services and other departments, and promote professional working relationships and open communication.
Implement company policies and house rules, and ensure proper use of pagers, radios, radio etiquette, and key-control procedures.
Monitor VIPs, special guests, special requests, guest privacy and security, and the Lost and Found process.
Review the Housekeeping log book and Guest Request log daily and contribute to guest-service and audit scores.
Use telephone and computer systems to report and verify room status.
Record valet laundry and review incoming laundry to ensure all items have been returned.
Store, secure, and issue supplies to meet business demands and ensure regular maintenance and cleaning projects are completed biannually.
Attend required meetings and trainings, participate in Manager on Duty coverage as required, and maintain regular attendance and professional grooming.
Identify productivity or operational problems and help implement solutions while maintaining 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 (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty, personal, medical, and military leave in accordance with applicable law
Additional location-specific paid holidays, vacation, and sick leave for eligible employees in Washington, Colorado, and California