Housekeeping Manager

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POST DATE 10/11/2017
END DATE 1/9/2018

Highgate Hotels, LP New York, NY

New York, NY
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
Bachelors Degree





The Housekeeping Manager is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.


* Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

* 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.

* Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.

* Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.

* 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 and controlling all housekeeping equipment.

* Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).

* Ensure that large guestroom turns are managed efficiently.

* Ensure consistency with departmental opening and closing procedures.

* Carry a pager at all times.

* Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's.

* Develop employee morale and ensure training of Housekeeping personnel.

* Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.

* Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.

* Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.

* Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.

* Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.

* Ensure guest privacy and security through correctly following Highgate Hotel procedures.

* Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.

* Conduct pre-shift meetings for room attendants and housemen.

* Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.

* Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.

* Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.

* Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.

* Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.

* Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

* Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.

* Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.

* Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

* Manage and organize large turn days (including group check-ins or check-outs).

* Monitor out-of-order, out-of-service, discrepant and show rooms.

* Must maintain constant communication with Guest Services.

* Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.

* Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.

* Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.

* Maintain key control system for house keys.

* Ensure participation within department for monthly Highgate Hotel team meeting.

* Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores.

* Monitor all V.I.P.'s, special guests and requests.

* Review Housekeeping log book and Guest Request log on a daily basis.

* Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

* Use the telephone and computer system for reporting and verifying room status.

* Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned.

* Properly store, secure and issue supplies as needed to meet business demands.

* Ensure completion of regular maintenance and cleaning projects on a biannual basis.

* Ensure overall guest satisfaction.


* 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.

* Supervisory experience required.

* Must be proficient in Windows, Company approved spreadsheets and word processing.

* Long hours sometimes required.

* 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 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 effective at listening to, understanding, and clarifying concerns raised by employees and guests.

* Must be able to multitask and prioritize departmental functions to meet deadlines.

* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

* Attend all hotel required meetings and trainings.

* Participate in M.O.D. coverage as required.

* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

* Maintain high standards of personal appearance and grooming, including wearing nametags.

* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

* Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

* Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.