Housekeeping Manager

Highgate Hotels•New York, NY

2d•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 position oversees housekeeping personnel, training, room and public-area cleanliness, guest requests, supplies and equipment, inspections, room status, laundry processes, work orders, schedules, inventories, and departmental procedures. The manager works closely with the Director of Housekeeping, Guest Services, Engineering, Accounting, and other hotel departments to support guest satisfaction and efficient hotel operations.

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 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 and prioritize departmental functions to 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, a professional appearance, and compliance with hotel standards and regulations.
Ability to perform medium work, exerting up to 50 pounds occasionally and/or up to 20 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Long hours are sometimes required.

Responsibilities

Provide attentive, friendly, helpful, and courteous service to guests, managers, and fellow employees.
Respond to guest requests, problems, complaints, and accidents promptly and efficiently, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, discipline, interview, and train Housekeeping personnel in accordance with Highgate Hotel procedures.
Maintain cleaning programs and position checklists, and ensure guest rooms, public areas, and back-of-house areas meet hotel standards.
Inspect rooms daily, including rooms inspected with supervisors, and assist the Director of Housekeeping with pre-arrival VIP room inspections.
Manage large guestroom turns, group check-ins and check-outs, and departmental opening and closing procedures.
Maintain and control housekeeping equipment, supplies, amenities, and inventory; order supplies and conduct inventories as needed.
Ensure compliance with corporate Risk Management standards and keep safety data sheets current and accessible.
Monitor work orders, submit them to Engineering, and follow up on completion.
Conduct pre-shift meetings, attend staff meetings, and provide training on a rotational basis.
Balance and clear room status nightly, compare housekeeping and PMS reports, and resolve discrepancies.
Assist with payroll-hour review and prepare employee schedules based on forecasts, budgets, and productivity requirements.
Maintain procedures for purchase orders, invoice vouchers, checkbook accounting, lost and found, and key control.
Communicate with Guest Services and monitor out-of-order, out-of-service, discrepant, show, VIP, special-needs, connecting, and other requested rooms.
Review housekeeping and guest-request log books daily and monitor guest satisfaction and service audit scores.
Maintain filing and documentation for purchases, schedules, forecasts, reports, and tracking logs.
Use telephone and computer systems to report and verify room status; operate radios and other devices professionally and follow radio etiquette.
Record valet laundry and check incoming laundry to ensure all items have been returned.
Properly store, secure, and issue supplies; ensure regular maintenance and cleaning projects are completed biannually.
Attend required hotel meetings and training, participate in Manager on Duty coverage as required, and perform other duties as requested by management.

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 leave, personal leave, medical leave, and military leave in accordance with applicable law