Housekeeping Manager

Highgate Hotels – Housekeeping Manager – Providence, RI

Highgate Hotels 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 of innovation, the company provides expert guidance through all stages of the property cycle, from planning and development to recapitalization or disposition.

Highgate continues to run a diverse portfolio of boutique lifestyle and legacy hotel brands, leveraging industry‑leading revenue management tools to drive out performance and maximize asset value.

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 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 SOPs.
• Ensure compliance with Standard of the Week training.
• Maintain a regularly scheduled cleaning program and detailed checklist for each position.
• Assist in maintaining and controlling all housekeeping equipment.
• Ensure compliance with all corporate Risk Management standards (MSDS, Haz Com, etc.).
• Manage large guestroom turns 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 SOPs.
• Develop employee morale and ensure training of Housekeeping personnel.
• Inspect rooms daily, including supervisory inspections.
• 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.
• Maintain required supplies by ordering on a monthly or quarterly basis.
• Conduct monthly and quarterly Housekeeping inventories timely.
• Ensure guest privacy and security by following Highgate Hotel procedures.
• Monitor work orders and submit to Engineering; follow up on completion.
• Conduct pre‑shift meetings for room attendants and housemen.
• Respond to emergency situations using MSD sheets; keep them current.
• Balance and clear room status nightly; resolve discrepancies with PMS.
• Assist in reviewing staff worked hours for payroll compilation and submission to Accounting.
• Assist in preparing employee schedules according to business forecast and payroll budget guidelines.
• Maintain Highgate Hotel SOPs regarding Purchase Orders, invoice vouchering, and checkbook accounting.
• Maintain a professional working relationship and promote open communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules; understand hospitality terms.
• Sign off all Service Standards by Position competencies for Housekeeping staff.
• Operate pagers and radios efficiently and professionally; maintain proper radio etiquette.
• Manage and organize large turn days, including group check‑ins or check‑outs.
• Monitor out‑of‑service, out‑of‑order, discrepant, and show rooms.
• Maintain constant communication with Guest Services.
• Act on special requests as needed (VIPs, special‑needs rooms, connecting, etc.).
• Attend weekly staff meetings and provide rotational training using Highgate Hotel standards.
• Monitor “Lost and Found” procedures and policies.
• Maintain key control system for house keys.
• Ensure participation in monthly Highgate Hotel team meetings.
• Focus the Housekeeping Department on contributing to Guest Service and audit scores.
• Monitor all VIPs, special guests, and requests.
• Review Housekeeping log book…