Housekeeping Manager

Manage the housekeeping operation and staff to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.

At InterContinental Hotels & Resorts^® we want our guests to feel special, cosmopolitan and In the Know, which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

FINANCIAL RETURNS

• Prepare and monitor the departmental budget and financial plans to support the hotel’s overall profitability. 
• Manage inventory, inventory levels, and other expenses based on analysis of budgetary impact, demand, and other factors.

PEOPLE

• Interact with outside contacts:
  • Vendors/Contractors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
  • Regulatory agencies – regarding safety and compliance matters
  • Guests – to ensure their total satisfaction
  • Other contacts as needed (Professional organizations, community groups, local media) 
• Provide ongoing training, coaching, and counselling to all housekeeping employees.
• Drive salary change, disciplinary, and termination actions for housekeeping employees.
• Drive the hiring process, including job posting, candidate selection, interviewing, and hiring of housekeeping employees.
• Plan and lead team meetings to provide coaching around new procedures, policies, and areas of need, as well as pre-shift meetings to review information pertinent to the day’s activities.
• Promote teamwork and quality service through daily communication and coordination with other departments, including Front Office, Guest Relations, Maintenance, and Food and Beverage

GUEST EXPERIENCE

• May be responsible for the security of lost and found items or coordinate the lost and found function with other departments.
• Monitor guest complaints and special requests, and ensure action is taken to achieve satisfaction.

RESPONSIBLE BUSINESS

• Manage the day-to-day operation of the housekeeping department, including regularly directing and overseeing the work of two or more full-time housekeeping employees.
• Develop, communicate, and enforce department policies and procedures. 
• Plan, schedule, organize, and oversee work to ensure proper coverage, timely completion, and satisfactory performance.
• Schedule routine inspections of guest rooms and public areas, coach employees on deficiencies, and provide corrective action where appropriate. 
• Serve as “manager on duty” as required.
• May assist with deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods.

This is either the top job in the housekeeping department in a smaller hotel, or. the manager a large team of housekeeping employees in a full-service, luxury, resort, or major flagship hotel, which may include multiple sites and facilities, a number of major outlets, high volume of catering and convention facilities, and a large number of VIP and key guests. 

High School Diploma or equivalent, plus management or supervisory experience and four years’ housekeeping/laundry experience, preferably in a hotel of similar size and complexity.  Some college preferred.  Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 200 pounds
• Frequently standing up and moving about the facility
• Frequently handling objects and equipment to maintain the facility
• Frequently bending, stooping, and kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand, and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training 
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often. 
• May be required to work nights, weekends, and/or holidays.