Housekeeping Manager

Highgate Hotels

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.

Highgate is a forward‑thinking company with a 30‑year track record as an innovator in the hospitality industry. We provide expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Our portfolio includes bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts featuring contemporary programming and digital acumen. We use industry‑leading revenue‑management tools to identify and predict evolving market dynamics, driving out performance and maximizing asset value.

Our executive team of seasoned hospitality leaders and corporate offices worldwide make us a trusted partner for top ownership groups and major hotel brands.

The all‑new, vibrant ‘Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts. Every space has been envisioned by award‑winning design firm, Rockwell Group. Fresh, welcoming and relaxing, it’s an oasis of tranquility in the heart of Waikiki. The resort features a spacious welcoming lobby, a 280,000‑gallon Oceanarium unique to Honolulu resorts, and a destination pool deck with private cabanas offering a saltwater infinity pool, a shallow‑water pool and club for kids, and a pool bar that seamlessly transitions from day to night.

The resort is named in honor of Queen Lili‘uokalani, the last reigning monarch of the Hawaiian Kingdom.

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, Haz Comm, 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.
• Ba…