PM Housekeeping Manager

Highgate Hotels•Boston, MA

1d•Onsite

About The Position

The PM Housekeeping Manager is responsible for operating the Housekeeping Department in an attentive, friendly, efficient, and courteous manner. The manager ensures guests receive quality service and a clean, safe environment throughout their stay, while managing expenses efficiently and maximizing service levels. The position is with The Newbury Boston, a 286-room luxury hotel in Boston’s Back Bay.

Requirements

At least 5 years of progressive experience in a hotel or related field, or a 4-year college degree and 3 or more years of related experience.
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.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask, prioritize departmental functions, and meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Ability to comply with hotel standards and regulations and contribute to safe, efficient operations.
Ability to work long hours when required.
Ability to exert up to 50 pounds of force occasionally and/or up to 20 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Nice To Haves

One year of Housekeeping Management experience in a luxury setting.

Responsibilities

Respond to guest requests, problems, complaints, and accidents courteously and efficiently, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Housekeeping personnel; develop employee morale and ensure personnel training.
Ensure compliance with Highgate Hotel standard operating procedures, training standards, policies, and house rules.
Maintain scheduled cleaning programs and position checklists, and ensure guest rooms, public areas, and back-of-house areas meet hotel standards.
Assist with housekeeping equipment, supplies, amenities, inventories, and purchasing documentation.
Ensure compliance with corporate Risk Management standards and keep safety data sheets current and accessible.
Manage large guestroom turns, group check-ins and check-outs, and departmental opening and closing procedures.
Inspect rooms daily, including rooms with supervisors, and assist the Director of Housekeeping with pre-arrival VIP room inspections.
Monitor work orders, submit them to Engineering, and follow up to confirm completion.
Conduct pre-shift meetings and provide training at staff meetings on a rotational basis.
Balance and clear room status nightly, compare housekeeping and property-management-system reports, and resolve discrepancies.
Assist with payroll-hour review and timely submission to Accounting, and prepare employee schedules based on forecasts, budgets, and productivity requirements.
Maintain professional communication with hotel managers, employees, and other departments; maintain constant communication with Guest Services.
Monitor out-of-order, out-of-service, discrepant, and show rooms, and act on special requests involving VIPs, special-needs rooms, and connecting rooms.
Maintain lost-and-found procedures, key control, and guest privacy and security.
Attend weekly staff meetings, participate in monthly team meetings, and facilitate, prepare, and attend weekly WIG meetings while tracking results.
Focus the department on its contribution to guest service and audit scores; monitor VIPs, special guests, and requests.
Review housekeeping and guest-request logs daily and maintain organized files for purchases, invoices, schedules, forecasts, reports, and tracking logs.
Use telephones and computer systems to report and verify room status; operate pagers and radios professionally and follow radio etiquette.
Record valet laundry and check incoming laundry at the end of the day to verify all items have been returned.
Store, secure, and issue supplies to meet business demands, and ensure regular maintenance and cleaning projects are completed biannually.
Participate in Manager on Duty coverage as required and perform other duties requested by management.
Maintain regular attendance, high standards of personal appearance and grooming, and a warm, friendly demeanor.

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