Senior Housekeeping Manager

Highgate Hotels•New York, NY

11d

About The Position

The Housekeeping Manager is responsible for ensuring the Housekeeping Department operates attentively, efficiently, courteously, and in a guest-service-oriented manner. The role provides guests with quality service and a clean, safe environment while managing expenses and maximizing service levels. The position also supports housekeeping staff, room and public-area cleanliness, supply and inventory controls, room-status coordination, laundry operations, and compliance with 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 plus 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.
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.
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.
Ability to maintain regular attendance according to scheduling and hotel needs.

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, discipline, interview, hire, and train Housekeeping personnel according to Highgate Hotel procedures.
Ensure compliance with training standards and obtain staff sign-off on position-specific Service Standards competencies.
Maintain scheduled cleaning programs and detailed checklists for housekeeping positions.
Help maintain and control housekeeping equipment and comply with corporate risk-management standards, including MSDS and HazComm requirements.
Manage large guestroom turns, including group check-ins and check-outs, and ensure consistent departmental opening and closing procedures.
Inspect rooms daily, inspect rooms with supervisors, and assist the Director of Housekeeping with pre-arrival VIP room inspections.
Ensure public areas, guest rooms, and back-of-house areas meet Highgate Hotel cleanliness standards.
Maintain required housekeeping and laundry supply levels; order supplies and amenities and assist with monthly and quarterly inventories.
Protect guest privacy and security by following hotel procedures.
Monitor maintenance work orders, submit them to Engineering, and follow up on completion.
Conduct pre-shift meetings and attend staff meetings, providing training on a rotational basis.
Balance and clear room status nightly, compare housekeeping and PMS reports, and resolve discrepancies.
Review housekeeping staff hours for payroll and assist with employee scheduling based on forecasts, budget guidelines, and productivity needs.
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; maintain professional pager and radio use and 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, and daily reviews of the housekeeping logbook and Guest Request log.
Participate in monthly hotel team meetings and focus the department on guest-service contributions and audit scores.
Maintain organized files for purchases, invoices, schedules, forecasts, reports, and tracking logs.
Use telephone and computer systems to report and verify room status.
Record valet laundry and check incoming laundry at the end of the day to ensure all items are returned.
Store, secure, and issue supplies according to business needs.
Ensure regular maintenance and cleaning projects are completed on a biannual basis.
Participate in Manager on Duty coverage as required and attend required hotel meetings and trainings.
Maintain regular attendance, high standards of appearance and grooming, and compliance with hotel safety and operating standards.
Maximize productivity, identify problem areas, and help implement solutions.

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, personal, medical, and military leave in accordance with applicable law