The Housekeeping Manager sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team. Sonesta managers are guest-focused (both internal and external) and achievement-oriented leaders. 
 
The Housekeeping Manager is responsible for the oversight of the Housekeeping Department. The role’s primary responsibilities are to ensure all guests receive quality service and a clean & safe environment throughout their stay. In this role, the Housekeeping Manager is expected to promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, meet and exceed productivity goals. 

Job Description 

Operational/Functional: 

• Manage day-to-day operations to ensure the quality and standards are meeting the expectations of the guests and employees. 

• Ensure cleaning and servicing of rooms and housekeeping areas according to established Sonesta standards including walk throughs and inspections of housekeeping space and public areas 

• Establish and maintain inventory of supplies and operating equipment including cost control measures. 

• Compile and report accurate status of guest rooms to front office. 

• Promote teamwork and quality service through daily communication and coordination with other departments. 

• Ensure all Sonesta safety and sanitation standards are adhered to. 

• Respond to guest complaints and ensure proper follow-up is completed. 

• Serve as “Manager on Duty” as required and respond to emergency situations as needed. 

• Maintain high standards of personal appearance and grooming. 

Strategy and Planning: 

• Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands. 

• Conduct inventories of linen, supplies and equipment as needed. 

• Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction and cleanliness scores. 

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. 

Financial Management: 

• Assist the Executive Housekeeper in the development of the department’s annual budget.  Monitor performance against plan in revenues, labor costs & expenses. 

• Manage staffing levels to ensure that guest service, operational needs, and financial objectives are met. 

• Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.  

Managing your Team: 

• Ensure all staff is properly trained on systems, hotel policies, service standards and have the tools and equipment needed to effectively carry out their job functions. 

• Assist in hiring, training and promotion of all housekeeping employees. 

• Attract, retain, and motivate your team to uphold company standards and practices. 

• Conduct pre-shift meetings with staff and review all information pertinent to the day’s business. 

• Monitor, measure, and recognize performance of employees. Assist in the annual performance evaluations. 

• Coach team by providing specific feedback to improve knowledge, skills and performance. 

• Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner. 

Leading with Passion: 

• Utilize and collaborate with resources across different departments and corporate office. 

• Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture. 

• Focus on the mission and well-being of the departments, hotel and company. 

• Lead by example and operate with integrity and respect. 

• Inspire your team to embrace and demonstrate Sonesta’s core values and the guest service standards. 

Qualification and Requirements:  

• High School Diploma or equivalent plus five years housekeeping experience including a minimum of one year of supervisory training/experience. 

• Previous background from the full-service hotel industry preferred. 

• Ability to speak, read, and write fluent English; other languages beneficial. 

• Reading and writing abilities are required in order to communicate effectively with guests and co-workers, complete written documented tasks, order supplies, receive instructions and read equipment manuals and safety information. 

• Bi-lingual in English and Spanish preferred  

• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances. 

• Problem solving, reasoning, motivating, organizational and training abilities. 

• Ability to prioritize and organize work assignments. 

• Experience with Microsoft Office preferred. 

• Frequently standing up, bending, climbing, kneeling, and moving about the facility. 

• Will be required to regularly use commercial cleaning chemicals. 

• Carrying, lifting or pulling items weighing up to 50 pounds. 

• Frequently standing up and moving about the facility. 

• Frequently handling objects and equipment to maintain the facility. 

• Frequently bending, stooping, kneeling, climbing, and crawling. 

• Will be required to work mornings, evening, weekends, and holidays. 

• Perform other duties as assigned.