Housekeeping Manager

Job Description Summary

The Housekeeping Manager (HM) works within the department to supervise the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives. In addition to keeping the entire hotel clean, the Housekeeping Manager is responsible for maintaining a neat and organized housekeeping and laundry area and is responsible for the security of the hotel linen and supplies inventory.

The Housekeeping Manager’s focus on guest and associate satisfaction, expense control and product quality and will lead to their contribution to the overall goals of the hotel.

• Operational/Functional:
  • Manage day-to-day operations to ensure the quality and standards are meeting the expectations of the guests and employees.
  • Ensure cleaning and servicing of rooms and housekeeping areas according to established Sonesta standards including walk throughs and inspections of housekeeping space and public areas.
  • Establish and maintain inventory of supplies and operating equipment including cost control measures.
  • Compile and report accurate status of guest rooms to front office.
  • Promote teamwork and quality service through daily communication and coordination with other departments.
  • Ensure all Sonesta safety and sanitation standards are adhered to.
  • Respond to guest complaints and ensure proper follow-up is completed.
  • Serve as “Manager on Duty” as required and respond to emergency situations as needed.
  • Maintain high standards of personal appearance and grooming.
  • Responsible for creating, updating and maintaining weekly schedule for union and non-union staff.
  • Involved with the hiring and termination process for staff within department.
  • Responsible to investigate and conduct coach and counsel sessions with staff as needed.
  • Involved with the daily administrative tasks, including, but not limited to, Payroll, time and attendance, assigning tasks, auditing, inventory control, Lost & Found, etc.
  • Strategy and Planning:
    • Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands.
    • Conduct inventories of linen, supplies and equipment as needed.
    • Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction and cleanliness scores.
    • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

• Financial Management:
  • Assist the Director of Housekeeper in the development of the department’s annual budget. Monitor performance against plan in revenues, labor costs & expenses.
  • Manage staffing levels to ensure that guest service, operational needs, and financial objectives are met.
  • Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.

• Managing your Team:
  • Ensure all staff is properly trained on systems, hotel policies, service standards and have the tools and equipment needed to effectively carry out their job functions.
  • Assist in hiring, training and promotion of all housekeeping employees.
  • Attract, retain, and motivate your team to uphold company standards and practices.
  • Conduct pre-shift meetings with staff and review all information pertinent to the day’s business.
  • Monitor, measure, and recognize performance of employees. Assist in the annual performance evaluations.
  • Coach team by providing specific feedback to improve knowledge, skills and performance.
  • Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner.

• Leading with Passion:
  • Utilize and collaborate with resources across different departments and corporate office.
  • Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.
  • Focus on the mission and well-being of the departments, hotel and company.
  • Lead by example and operate with integrity and respect.
  • Inspire your team to embrace and demonstrate Sonesta’s core values and the guest service standards.