Housekeeping Manager

Highgate Hotels•New York, NY

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 and maximizing service levels. The position oversees housekeeping personnel, room and public-area cleanliness, training, supplies, equipment, schedules, inventories, room status, and coordination with other hotel departments. It also supports guest satisfaction, safety, privacy, and compliance with Highgate Hotel standards and procedures.

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 spreadsheets 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 and prioritize departmental functions to meet deadlines.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain high standards of personal appearance and grooming, including wearing a nametag.
Ability to perform medium work, exerting 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.
Ability to work long hours sometimes, maintain regular attendance according to hotel scheduling needs, and participate in Manager on Duty coverage as required.

Responsibilities

Provide attentive, friendly, helpful, and courteous service to guests, managers, and fellow employees.
Respond efficiently and courteously to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, train, and discipline Housekeeping personnel in accordance with Highgate Hotel SOPs and training standards.
Maintain scheduled cleaning programs and detailed checklists for each position.
Help maintain housekeeping equipment and ensure compliance with corporate Risk Management standards, including MSDS and HazComm requirements.
Ensure large guestroom turns, departmental opening and closing procedures, and group check-in and check-out days are managed efficiently.
Prepare and conduct Housekeeping interviews and follow hiring procedures.
Inspect rooms daily, inspect rooms with supervisors, and assist the Director of Housekeeping with pre-arrival VIP room inspections.
Ensure public areas, guest rooms, and back-of-house areas meet Highgate Hotel cleanliness standards.
Maintain required par levels of housekeeping and laundry supplies, order needed supplies and amenities, and assist with monthly and quarterly inventories.
Protect guest privacy and security by following hotel procedures.
Monitor work orders, submit them to Engineering, and follow up on 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 MSDS 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 preparing employee schedules based on business forecasts, payroll budgets, and productivity requirements.
Maintain 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, ensure staff competency sign-offs, and promote the department's contribution to guest service and audit scores.
Use pagers and radios professionally and follow proper radio etiquette.
Monitor out-of-order, out-of-service, discrepant, and show rooms, maintaining constant communication with Guest Services.
Monitor and act on special requests, including VIPs, special-needs rooms, and connecting rooms.
Maintain Lost and Found procedures, key control for house keys, and participation in monthly team meetings.
Monitor VIPs, special guests, and requests; review the Housekeeping log book and Guest Request log daily.
Maintain an organized filing system for purchases, invoices, schedules, forecasts, reports, and tracking logs.
Use telephone and computer systems to report and verify room status.
Record valet laundry and review incoming laundry at the end of the day to ensure all items are returned.
Store, secure, and issue supplies as needed to meet business demands.
Ensure regular maintenance and cleaning projects are completed biannually and maintain overall guest satisfaction.
Attend required hotel meetings and trainings, participate in Manager on Duty coverage as required, and maintain regular attendance and professional appearance.
Maximize productivity, identify problem areas, implement solutions, and effectively anticipate, prevent, identify, and solve problems.

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