Housekeeping Manager

Highgate Hotels•San Francisco, CA

20d•Onsite

About The Position

The Housekeeping Manager is responsible for the attentive, friendly, efficient, and courteous operation of the Housekeeping Department. The role provides guests with quality service and a clean, safe environment while managing expenses and maximizing service levels. The position works at The Huntington, a hotel in San Francisco’s Nob Hill neighborhood that is undergoing a complete reimagination and offers guest rooms, fine dining, a three-level spa, and meeting and event spaces.

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 programs.
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 handle problems by anticipating, preventing, identifying, and solving them.
Ability to exert up to 50 pounds occasionally and/or up to 20 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Ability to work long hours when required.
Ability to maintain regular attendance according to hotel scheduling needs.

Responsibilities

Provide attentive, friendly, helpful, and courteous service to guests, managers, and fellow employees.
Respond to guest requests, problems, complaints, and accidents efficiently and courteously, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, train, and discipline Housekeeping personnel according to Highgate Hotel standards and procedures.
Maintain scheduled cleaning programs, detailed position checklists, and consistent departmental opening and closing procedures.
Assist with maintaining housekeeping equipment and complying with corporate Risk Management standards, including MSDS and HazComm.
Ensure large guestroom turns are managed efficiently and organize large turn days, including group check-ins and check-outs.
Prepare and conduct Housekeeping interviews as required and follow hiring procedures.
Inspect rooms daily, coordinate inspections with supervisors, and assist the Director of Housekeeping with inspecting VIP rooms before arrival.
Ensure public areas, guest rooms, and back-of-house areas meet Highgate Hotel standards.
Maintain required pars of housekeeping and laundry supplies; order 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 to ensure completion.
Conduct pre-shift meetings for room attendants and housemen; attend staff meetings and provide training on a rotational basis.
Respond to emergencies using information in MSDS sheets and keep those sheets current and accessible.
Balance and clear room status nightly, compare housekeeping and PMS reports, and resolve discrepancies.
Assist with reviewing employee hours for payroll and preparing staff schedules based on business forecasts, payroll budgets, and productivity requirements.
Follow 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 and ensure Housekeeping staff sign off on Service Standards by Position competencies.
Use pagers and radios professionally, following proper radio etiquette.
Monitor out-of-order, out-of-service, discrepant, and show rooms; maintain communication with Guest Services and act on special requests.
Maintain Lost and Found procedures, key control for house keys, and participation in monthly team meetings.
Focus the department on its contribution to guest service and audit scores; 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 the telephone and computer system to report and verify room status.
Record valet laundry and review incoming laundry at the end of the day to ensure all items have been returned.
Store, secure, and issue supplies as needed, and ensure regular maintenance and cleaning projects are completed biannually.
Participate in Manager on Duty coverage as required and attend required hotel meetings and training.
Maintain regular attendance, high standards of personal appearance and grooming, and compliance with hotel safety and operating standards.
Support productivity, identify problem areas, and help implement solutions; anticipate, identify, and resolve 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 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