Housekeeping Manager

Housekeeping Manager

Highgate Hotels – San Francisco, CA

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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 to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
• Maintain a regularly scheduled cleaning program (e.g., 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 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 SOPs.
• Develop employee morale and ensure training of Housekeeping personnel.
• Inspect rooms daily, ensuring 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 inventory of all Housekeeping and Laundry supplies by ordering 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 correct following of 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.
• Balance and clear room status nightly; compare the PM housekeeping report with the PMS room status report and resolve any discrepancies.
• Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Assist in preparing employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain Highgate Hotel SOPs 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. Understand hospitality terms.
• Ensure sign‑off of all Service Standards by Position competencies for Housekeeping staff.
• Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Manage and organize large turn days (including group check‑ins or check‑outs).
• 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; VIPs, special needs rooms, connecting, etc.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
• Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards.
• Maintain key control system for house keys.
• Ensure participation within department…