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About the Role

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.

Responsibilities

Ensure employees are attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Respond to all guest requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner and follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.
Ensure compliance with Standard of the Week training.
Maintain a regularly scheduled cleaning program and a detailed checklist for each position.
Assist in maintaining and controlling all housekeeping equipment.
Assist in ensuring compliance with all corporate Risk Management standards.
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.
Develop employee morale and ensure training of Housekeeping personnel.
Inspect rooms daily, and ensure some rooms are inspected with supervisors daily.
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 needed supplies and amenities.
Assist in conducting monthly and quarterly Housekeeping inventories.
Ensure guest privacy and security through correctly following Highgate Hotel procedures.
Monitor work orders and submit to Engineering according to hotel procedures, following up on completion.
Conduct pre-shift meetings for room attendants and housemen.
Respond to emergency situations using information contained in MSD sheets and keep MSD sheets current and available.
Balance and clear room status nightly, comparing the p.m. housekeeping report with the PMS room status report and resolving discrepancies.
Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting.
Assist in preparing employee schedules 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.
Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.
Operate pagers and radios efficiently and professionally, ensuring proper radio etiquette.
Manage and organize large turn days.
Monitor out-of-order, out-of-service, discrepant and show rooms.
Maintain constant communication with Guest Services.
Monitor and act on special requests as needed.
Attend weekly staff meetings and provide training on a rotational basis.
Maintain and monitor "Lost and Found" procedures and policies.
Maintain key control system for house keys.
Ensure participation within the department for monthly Highgate Hotel team meetings.
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 daily.
Assist in maintaining an organized and comprehensive filing system.
Use the telephone and computer system for reporting and verifying room status.
Record all valet laundry for valet cleaners and check/review incoming laundry.
Properly store, secure and issue supplies as needed.
Ensure completion of regular maintenance and cleaning projects on a biannual basis.
Ensure overall guest satisfaction.

Requirements

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.
Proficient in Windows, Company approved spreadsheets and word processing.
Long hours sometimes required.
Ability to exert 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.
Effective communication skills, both verbally and written, with all levels of employees and guests.
Effective listening, understanding, and clarifying skills for concerns raised by employees and guests.
Ability 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.
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.
Effective problem-solving skills, including anticipating, preventing, identifying and solving problems.
Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

Skills

Housekeeping Management
Staff Training and Development
Budget Management
Inventory Management
Risk Management
Guest Relations
Supervisory Skills
Communication Skills
Problem-Solving
Multitasking
Time Management
Microsoft Office Suite (Windows, Spreadsheets, Word Processing)
Hotel Property Management Systems (PMS)
Radio Etiquette
Key Control Systems

Location

Nob Hill, San Francisco

Work Type

Full-time

Experience Level

Supervisory
2+ years progressive experience in a hotel or related field

Education Level

4-year college degree or equivalent
2-year college degree and 1+ year related experience

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term disability insurance
Long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave
Employee assistance program (EAP)
Educational opportunities / Tuition reimbursement
Paid jury duty leave
Paid personal leave
Paid medical leave
Paid military leave

About the Company

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.
Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.
The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.
With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.