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About the Role
The Operations, Housekeeping Manager supports daily Housekeeping operations, ensuring guest rooms, public spaces, and team member areas are clean and well-maintained. This role provides hands-on leadership, coordinates assignments, and collaborates with other departments to ensure efficient hotel operations and an exceptional guest experience. The manager monitors productivity, quality, staffing, supplies, and team member performance, while also focusing on guest satisfaction, expense control, and fostering a positive work environment.
Responsibilities
- Oversee daily Housekeeping operations, including guest rooms, public areas, and team member areas.
- Verify that guest room status and room readiness are communicated accurately and efficiently to the Front Desk.
- Inspect guestrooms and public areas daily to ensure cleanliness, presentation, and maintenance standards are consistently met.
- Review arrivals, departures, priority rooms, special requests, and prospective check-outs to organize daily work assignments and operational priorities.
- Coordinate closely with Front Office and Engineering to address room discrepancies, maintenance concerns, out-of-order rooms, and other operational issues.
- Supervise an effective room and public-space inspection program and follow up on deficiencies to ensure timely correction.
- Monitor departmental inventory and verify adequate levels of linens, guest supplies, cleaning products, equipment, and other operational materials.
- Ensure team members have the appropriate supplies, equipment, uniforms, and information necessary to perform their responsibilities effectively.
- Monitor staffing and productivity levels based on occupancy, business demands, operational needs, and departmental financial objectives.
- Assist with team member scheduling, daily assignments, time and attendance, call-outs, and coverage needs.
- Provide daily direction, coaching, feedback, and performance support to Housekeeping team members.
- Train and support new Room Attendants and other Housekeeping team members and provide ongoing follow-up training as needed.
- Communicate departmental goals, service expectations, safety requirements, and operational priorities during meetings and daily briefings.
- Establish and maintain positive, collaborative relationships with team members and encourage open communication.
- Apply hotel policies, procedures, SOPs, and LSOPs fairly and consistently and assist with appropriate performance and disciplinary documentation.
- Participate in team member recognition and engagement initiatives and identify opportunities to improve team member satisfaction.
- Monitor guest feedback and housekeeping-related service scores and participate in corrective action plans to improve results.
- Respond professionally and promptly to guest concerns, complaints, and special requests, ensuring appropriate follow-up and resolution.
- Support departmental cost controls by monitoring labor, supplies, inventory, and overall operational efficiency.
- Promote compliance with hotel safety, sanitation, security, and workplace standards.
- Serve as a visible operational leader and assist with additional hotel operational needs as required.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent required.
- Minimum of 2 years of hotel housekeeping or related operations experience, preferably in a supervisory or management capacity.
- Previous experience in a large, high-volume hotel environment preferred.
- Experience working in a union or organized labor environment strongly preferred.
- Strong leadership skills with the ability to coach, motivate, and hold team members accountable.
- Excellent organizational skills and strong attention to detail.
- Effective verbal and written communication skills.
- Strong listening and problem-solving skills with the ability to address team member and guest concerns professionally.
- Ability to prioritize multiple operational needs in a fast-paced environment.
- Proficiency with Microsoft Office and the ability to learn hotel property-management, housekeeping, and scheduling systems.
- Strong time-management and decision-making skills.
- A positive, can-do attitude and hands-on leadership approach.
- Ability to maintain professionalism and confidentiality when handling team member matters.
- Flexible availability, including days, evenings, weekends, and holidays, based on hotel business and operational demands.
Skills
- Leadership
- Coaching
- Motivation
- Accountability
- Organization
- Attention to detail
- Communication (Verbal and Written)
- Listening
- Problem-solving
- Prioritization
- Time-management
- Decision-making
- Microsoft Office Proficiency
Location
- New York Times Square
Work Type
- Full-time
Experience Level
- 2+ years of hotel housekeeping or related operations experience
- Supervisory or management capacity experience
Education Level
- High school diploma or equivalent
- College degree in Hospitality, Business, or a related field preferred
Benefits
- Hotel Discounts
- Weekly Pay
- Paid Time Off
- Retirement Options
- Referral bonuses
- Career advancement & upward mobility
- Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members
About the Company
- MCR is the 3rd-largest hotel owner-operator in the United States.
- Founded in 2006, MCR has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
- MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
- MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
- MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
- MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
- For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.