Housekeeping Manager

Sonesta International Hotels Corporation•Sonesta Charlotte, NC

About The Position

The Housekeeping Manager (HM) works within the department to supervise the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives. In addition to keeping the entire hotel clean, the Housekeeping Manager is responsible for maintaining a neat and organized housekeeping and laundry area and is responsible for the security of the hotel linen and supplies inventory. The Housekeeping Manager’s focus on guest and associate satisfaction, expense control and product quality and will lead to their contribution to the overall goals of the hotel. Job Description The Housekeeping Manager is responsible for the oversight of the Housekeeping Department. The role’s primary responsibilities are to ensure all guests receive quality service and a clean & safe environment throughout their stay. In this role, the Housekeeping Manager is expected to promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, meet and exceed productivity goals. Work Environment The person in this role works mostly in a service environment, with some office time reserved for administrative tasks. Physical Demands The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently. The person in this role may be carrying, lifting or pulling items weighing up to 50lbs and pushing and /or pulling approximately 200lbs. The person in this role will be frequently standing up, bending, climbing, kneeling and moving about the hotel. Expected Hours of Work Must be flexible to work variable days of the week to include weekends and holidays. Must be flexible to work variable shifts (days, nights, overnights). Ten to twelve hour shifts sometimes required.

Requirements

High school graduate, some college or equivalent.
Must have a minimum of 2 years’ experience as a Housekeeping Supervisor.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Extensive knowledge of hotel and hospitality industry.
Proficient with Microsoft Word, Excel and PowerPoint.

Nice To Haves

Experience in a hotel or a hospitality-related field preferred.

Responsibilities

Manage day-to-day operations to ensure the quality and standards are meeting the expectations of the guests and employees.
Ensure cleaning and servicing of rooms and housekeeping areas according to established Sonesta standards including walk throughs and inspections of housekeeping space and public areas
Establish and maintain inventory of supplies and operating equipment including cost control measures.
Compile and report accurate status of guest rooms to front office.
Promote teamwork and quality service through daily communication and coordination with other departments.
Ensure all Sonesta safety and sanitation standards are adhered to.
Respond to guest complaints and ensure proper follow-up is completed.
Serve as “Manager on Duty” as required and respond to emergency situations as needed.
Maintain high standards of personal appearance and grooming.
Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands.
Conduct inventories of linen, supplies and equipment as needed.
Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction and cleanliness scores.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Assist the Executive Housekeeper in the development of the department’s annual budget.
Monitor performance against plan in revenues, labor costs & expenses.
Manage staffing levels to ensure that guest service, operational needs, and financial objectives are met.
Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.
Ensure all staff is properly trained on systems, hotel policies, service standards and have the tools and equipment needed to effectively carry out their job functions.
Assist in hiring, training and promotion of all housekeeping employees.
Attract, retain, and motivate your team to uphold company standards and practices.
Conduct pre-shift meetings with staff and review all information pertinent to the day’s business.
Monitor, measure, and recognize performance of employees.
Assist in the annual performance evaluations.
Coach team by providing specific feedback to improve knowledge, skills and performance.
Ensure employees are treated fairly and equitably.
Handle employee issues in a professional and timely manner.
Utilize and collaborate with resources across different departments and corporate office.
Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.
Focus on the mission and well-being of the departments, hotel and company.
Lead by example and operate with integrity and respect.
Inspire your team to embrace and demonstrate Sonesta’s core values and the guest service standards.