Housekeeping Manager

Hyatt Regency Times Square•New York, NY

3d•Onsite

About The Position

The Housekeeping Manager at Hyatt Regency Times Square is responsible for overseeing the daily operations of the housekeeping department to ensure the highest standards of cleanliness, guest satisfaction, and colleague engagement are consistently achieved. This leader will manage room attendants, house attendants, public area attendants, and laundry operations while ensuring adherence to Hyatt brand standards, Property specific cleanliness guidelines, and health and safety protocols. The position requires a hands-on leader with exceptional attention to detail, strong organizational skills, and the ability to drive operational excellence in a fast-paced, high-volume environment.

Requirements

Minimum 3–5 years of progressive housekeeping or rooms division management experience in a full-service or luxury hotel (preferably in a high-volume, urban property).
Must be able to effectively communicate, both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel-related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.
Maintain a friendly and warm demeanor at all times.
Strong leadership and interpersonal skills; able to motivate and develop a diverse team.
Excellent communication and administrative skills (verbal, written, and computer proficiency).
Proven ability to handle guest feedback with professionalism and empathy.
High attention to detail with strong focus on quality, consistency, and guest experience.
Flexible and long hours are sometimes required.
Ability to stand for the entire shift.
Ability to work flexible schedules include weekends, holidays, and varied shifts as business demands.

Nice To Haves

Prior experience with unionized environments preferred.
Strong familiarity with Hyatt brand standards, Opera, Colleague advantage, BOB systems is highly desirable.

Responsibilities

Payroll & Administrative Management
Complete daily payroll edits and weekly payroll processing for Housekeeping and Security.
Ensure final payroll submission every Friday by 10:00 AM.
Maintain the department attendance calendar and update the Daily Productivity Tracker.
Execute vacation approvals after department head sign-off.
Inventory, Supplies, & Tools
Maintain par stock levels of all housekeeping tools and supplies.
Conduct weekly inventory and submit reports by Sunday EOD.
Order and receive all POS supplies.
Manage linen, amenity, and cleaning supply inventories with a focus on cost control and efficiency.
Oversee vendor relationships, including Star Laundry, Cintas Uniform Rental Program, and all key suppliers.
Coordinate uniforms rental program with Cintas and the Uniform Attendant every Tuesday and Friday.
Work Environment Requirements
Ability to work in a fast-paced environment requiring strong attention to detail, multitasking, quick decision-making, and coordination with multiple departments.
Daily Operations & House Coverage
Open the Housekeeping office daily (5 days/week) and serve as dispatch for all operational calls.
Manage DNDs, room swaps, room sale adjustments, and all call entries into BOB.
Provide floor coverage as needed to support operations.
Oversee VIP room inspections and ensure consistent application of special touches.
Manage all daily housekeeping requests submitted via email.
Guest Experience & Service Follow-Up
Assist with responding to HySat Medallia reviews and follow up on all guest-reported defects.
Administer all aspects of Lost & Found, including guest inquiries, storage, tracking, and item returns.
Scheduling & Team Support
Draft main and maintain weekly desk schedules for Housekeeping and Security.
Submit schedules for review on Monday/Tuesday.
Compile weekly room inspection notes and monitor BOB Heat Map trends.
Conduct regular safety audits and maintain documentation for safety procedures, training records, and inspections.
Coordinate preventive maintenance needs with Engineering.