Housekeeping Manager

People Responsibilities

• Leads, motivates, and develops the Housekeeping team, fostering a team-minded culture and positive work environment.

• Provides leadership, direction, and support to Housekeeping Supervisors, holding them accountable for daily operations, team performance, and service standards.

• Serves as a role model by consistently demonstrating appropriate behaviors, professionalism, and hospitality expectations.

• Participates in the recruitment, interviewing, selection, onboarding, and training of Housekeeping colleagues and Supervisors.

• Conducts orientation and in-service training covering company policies, operating procedures, OSHA standards, guest satisfaction, Forbes standards, cleaning procedures, and proper use and maintenance of equipment.

• Coaches, counsels, and provides ongoing feedback to Housekeeping colleagues and Supervisors, encouraging professional development and a growth mindset.

• Conducts regular performance discussions and addresses performance or attendance concerns in a timely and appropriate manner.

• Creates and manages the weekly Housekeeping schedule, ensuring appropriate staffing levels based on occupancy, business needs, and labor targets.

• Oversees timekeeping and payroll processes for the Housekeeping Department, ensuring accuracy and compliance.

• Ensures adequate staffing and coverage during peak periods, call-outs, special events, and high-occupancy periods.

• Fosters strong colleague engagement and serves as an advocate for the Housekeeping team while maintaining a strong focus on guest satisfaction.

Operating Responsibilities

• Has overall responsibility for the day-to-day operation of the Housekeeping Department, ensuring established standards and procedures are consistently followed.

• Establishes, communicates, and maintains housekeeping standards and operating procedures while ensuring compliance with OSHA, health, safety, and hotel standards.

• Provides oversight and direction to Housekeeping Supervisors to ensure efficient daily operations and consistent execution of department standards.

• Conducts regular inspections of guest rooms, corridors, elevators, foyers, laundry areas, restrooms, and all public spaces to ensure exceptional cleanliness and presentation.

• Conducts quality assurance inspections and works with Supervisors to identify trends, address deficiencies, and implement corrective action.

• Ensures vacant and inspected rooms are accurately updated and communicated to the Front Office and appropriate departments.

• Monitors guest feedback and investigates complaints related to housekeeping services, taking appropriate corrective action and following through to resolution.

• Partners with Front Office, Engineering, Food & Beverage, and other hotel departments to ensure effective communication and a cohesive hotel operation.

• Oversees housekeeping inventory, including purchasing, receiving, storage, distribution, and reordering of supplies and equipment.

• Monitors department expenses and labor utilization, identifying opportunities to improve efficiency while maintaining service and quality standards.

• Assists with the development and management of the Housekeeping Department budget and departmental goals.

• Maintains accurate records, including work assignments, inspections, personnel actions, timekeeping, inventory, and departmental reports.

• Reviews departmental processes and identifies opportunities to improve productivity, efficiency, and the overall colleague and guest experience.

• Ensures proper handling and documentation of lost and found items in accordance with hotel policies.

• Ensures all housekeeping equipment is properly maintained and reports maintenance or safety concerns promptly.

• Attends and actively participates in hotel leadership and staff meetings, representing the Housekeeping Department and advocating for both the guest and colleague experience.

• Ensures the Housekeeping Department is prepared to support special events, VIP arrivals, high-occupancy periods, and other operational needs.

Leadership & Guest Experience

• Maintains a visible presence throughout the hotel and actively supports the Housekeeping team during daily operations.

• Sets the tone for a culture of exceptional hospitality, accountability, teamwork, and attention to detail.

• Ensures guest rooms and public areas consistently meet or exceed hotel cleanliness and presentation standards.

• Responds to guest and colleague concerns with professionalism, urgency, and sound judgment.

• Anticipates operational challenges and proactively develops solutions to prevent service issues.

• Continuously evaluates housekeeping operations and recommends improvements that enhance efficiency, quality, and guest satisfaction.

Skills

• Strong interpersonal, communication, and leadership skills with the ability to effectively lead both Supervisors and hourly colleagues.