Housekeeping Manager

Overview

Manage housekeeping staff, ensure cleanliness, guest satisfaction and budget compliance.

Key Responsibilities

• cleaning program
• supply ordering
• work orders
• room status
• key control
• guest requests

Tasks

-Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards. -Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.). -Develop employee morale and ensure training of Housekeeping personnel. -Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position. -Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis. -Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available. -Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees. -Ensure participation within department for monthly Highgate Hotel team meeting. -Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion. -Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival. -Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis. -Ensure sign off of all Service Standards by Position competencies for Housekeeping staff. -Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. -Ensure completion of regular maintenance and cleaning projects on a biannual basis. -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards. -Conduct pre-shift meetings for room attendants and housemen. -Maintain key control system for house keys. -Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores. -Attend all hotel required meetings and trainings. -Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. -Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards. -Properly store, secure and issue supplies as needed to meet business demands. -Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc. -Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards. -Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned. -Ensure overall guest satisfaction. -Maintain high standards of personal appearance and grooming, including wearing nametags. -Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. -Assist in maintaining and controlling all housekeeping equipment. -Ensure guest privacy and security through correctly following Highgate Hotel procedures. -Manage and organize large turn days (including group check-ins or check-outs). -Ensure consistency with departmental opening and closing procedures. -Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. -Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies. -Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. -Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. -Monitor out-of-order, out-of-service, discrepant and show rooms. -Ensure that large guestroom turns are managed efficiently. -Must maintain constant communication with Guest Services. -Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting. -Monitor all V.I.P.'s, special guests and requests. -Participate in M.O.D. coverage as required. -Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's. -Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's. -Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis. -Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs. -Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms. -Review Housekeeping log book and Guest Request log on a daily basis. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -Use the telephone and computer system for reporting and verifying room status. -Carry a pager at all times.

Requirements

• windows
• spreadsheets
• degree
• supervisory
• problem solving
• communication

What You Bring

-Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. -Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. -Must be proficient in Windows, Company approved spreadsheets and word processing. -Must be able to multitask and prioritize departmental functions to meet deadlines. -At least 2 years of progressive experience in a hotel or a related field; or a 4-year college degree; or a 2-year college degree and 1 or more years of related experience. -Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. -Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. -Supervisory experience required.

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About Highgate

-Specializes in identifying and unlocking value across the hospitality and real estate sectors. -Has a strong presence in major markets worldwide, with a diverse portfolio spanning luxury, boutique, and extended-stay properties. -Expertise includes hotel operations, development, asset management, and investment strategies. -Approach focuses on strategic acquisitions, partnerships, and repositioning of underperforming assets. -Notable projects include the management of high-end hotels in prime locations, ranging from urban centers to resort destinations. -Known for innovative strategies and the ability to transform and enhance real estate properties. -Continuously leverages market insights and technology to stay at the forefront of the hospitality and real estate industries.

Sector Specialisms