Housekeeping Manager

Highgate Hotels•New York, NY

5d•Onsite

About The Position

The Housekeeping Manager oversees the Housekeeping Department to provide guests with attentive, efficient service and a clean, safe environment while managing expenses and service levels. The role supports the department’s daily operations at ModernHaus SoHo, including staffing, training, room and public-area cleanliness, inventory, laundry, guest requests, safety, and coordination with other hotel departments. The manager also assists the Director of Housekeeping and helps ensure the department follows Highgate Hotel procedures and standards.

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 applications.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
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 solving them as necessary.
Ability to understand and evaluate complex information and data from various sources.
Ability to work long hours when required.
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.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing a nametag.

Responsibilities

Provide attentive, friendly, helpful, and courteous service to guests, managers, and fellow employees.
Respond efficiently and courteously to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Housekeeping personnel in accordance with Highgate Hotel SOPs; conduct interviews and follow hiring procedures as needed.
Ensure employee training, including Standard of the Week training and Service Standards by Position competencies.
Maintain scheduled cleaning programs and position checklists, and ensure guest rooms, public areas, and back-of-house areas meet hotel standards.
Manage large guestroom turns and group check-in or check-out days efficiently.
Inspect rooms daily, inspect rooms with supervisors, and assist the Director of Housekeeping with VIP room inspections before arrival.
Assist in maintaining and controlling housekeeping equipment and in complying with corporate Risk Management standards, including MSDS and HazComm requirements.
Maintain required inventory levels of Housekeeping and Laundry supplies; order supplies and amenities and assist with monthly and quarterly inventories.
Monitor work orders, submit them to Engineering, and follow up to ensure completion.
Conduct pre-shift meetings and attend weekly staff meetings, providing training on a rotational basis.
Respond to emergencies using information in current, accessible MSD sheets.
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; assist with scheduling employees according to forecasts, payroll budgets, and productivity requirements.
Follow procedures for purchase orders, invoice vouchering, and checkbook accounting; maintain organized files for purchases, schedules, forecasts, reports, and tracking logs.
Maintain professional communication with hotel managers, employees, and other departments, including constant communication with Guest Services.
Implement hotel policies and house rules, maintain guest privacy and security, and maintain the key-control system for house keys.
Monitor out-of-order, out-of-service, discrepant, and show rooms, as well as VIPs, special guests, and special requests.
Use telephones and computer systems to report and verify room status; operate pagers and radios professionally and follow radio etiquette.
Maintain Lost and Found procedures, review housekeeping and guest-request logs daily, and record and check valet laundry.
Properly store, secure, and issue supplies to meet business demands; ensure regular maintenance and cleaning projects are completed biannually.
Participate in monthly hotel team meetings and focus the department on its contribution to guest service and audit scores.
Attend required hotel meetings and training, participate in Manager on Duty coverage as required, maintain regular attendance and professional appearance, and support productivity and problem-solving efforts.