Housekeeping Manager

New York City Growth - Highgate Hotels•New York, NY

17h

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 housekeeping standards and procedures, oversees room and public-area cleanliness, coordinates room inspections and large guestroom turns, and helps manage supplies, inventories, schedules, payroll records, and department expenses. The position works closely with Guest Services, Engineering, Accounting, and other hotel departments to resolve guest requests, monitor room status and maintenance work orders, and support overall guest satisfaction.

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.
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 effectively, including anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain regular attendance as required by hotel scheduling needs.
Ability to comply with hotel standards and regulations and maintain a professional appearance, including wearing a nametag.
Ability to participate in Manager on Duty coverage as required.
Long hours are sometimes required.
Medium physical work: exert up to 50 pounds 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, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, train, and discipline Housekeeping personnel according to Highgate Hotel standards.
Maintain scheduled cleaning programs and detailed checklists for housekeeping positions.
Help maintain and control housekeeping equipment and ensure compliance with corporate risk management standards.
Manage large guestroom turns and maintain consistent departmental opening and closing procedures.
Carry a pager and use pagers and radios efficiently and professionally, following proper radio etiquette.
Conduct interviews as required and follow hiring procedures.
Inspect rooms daily, including conducting inspections with supervisors, and assist the Director of Housekeeping with VIP-room inspections before arrivals.
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 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 confirm completion.
Conduct pre-shift meetings for room attendants and housemen.
Respond to emergencies using information in material safety data 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 staff hours for payroll and submitting them to Accounting on time.
Assist with employee scheduling based on business forecasts, payroll budgets, and productivity requirements.
Follow hotel 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 complete Service Standards by Position competencies.
Organize large-turn days, including group arrivals and departures.
Monitor out-of-order, out-of-service, discrepant, and show rooms, and maintain constant communication with Guest Services.
Monitor and act on special requests, including VIPs, special-needs rooms, and connecting rooms.
Attend weekly staff meetings and provide training on a rotational basis; ensure departmental participation in monthly team meetings.
Maintain Lost and Found procedures and policies and maintain the key-control system for house keys.
Focus the department on its contribution to guest-service and audit scores, and 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 check incoming laundry at the end of the day to ensure all items have been returned.
Store, secure, and issue supplies as needed to meet business demands.
Ensure regular maintenance and cleaning projects are completed on a biannual basis.
Maintain overall guest satisfaction and participate in Manager on Duty coverage as required.
Attend required hotel meetings and training, maintain regular attendance and high standards of personal appearance and grooming, and help maximize productivity 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 in accordance with applicable law
Employee assistance program (EAP)
Tuition reimbursement
Paid jury duty, personal, medical, and military leave in accordance with applicable law