Housekeeping Manager

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

About the role

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, and meet and exceed productivity goals.

Responsibilities

• Manage day-to-day operations to ensure the quality and standards meet the expectations of guests and employees.
• Ensure cleaning and servicing of rooms and housekeeping areas according to established Sonesta standards, including walk-throughs and inspections of housekeeping spaces 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 the 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.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts, 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 toward productivity, identify problem areas, and assist in implementing solutions.
• Assist the Executive Housekeeper in the development of the department’s annual budget.
• Monitor performance against plan in revenues, labor costs, and expenses.
• Manage staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Actively participate in and advise on the budget and forecasting processes which support the overall objectives of the hotel.
• 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 the performance of employees. Assist in 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.
• Utilize and collaborate with resources across different departments and the 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 guest service standards.

Requirements

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Extensive knowledge of the hotel and hospitality industry.
• Proficient with Microsoft Word, Excel, and PowerPoint.

Work Environment

The person in this role works mostly in a service environment, with some office time reserved for administrative tasks.

Physical Demands

• May be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently.
• May be carrying, lifting, or pulling items weighing up to 50 lbs and pushing and/or pulling approximately 200 lbs.
• Will be frequently standing, bending, climbing, kneeling, and moving about the hotel.

Schedule

• Must be flexible to work variable days of the week, including weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights).
• Ten to twelve-hour shifts sometimes required.

Qualifications

• High school graduate, some college, or equivalent.
• Minimum of 2 years’ experience as a Housekeeping Supervisor.
• Experience in a hotel or hospitality-related field preferred.

Pay

$68k to $72k base pay. Offer may vary depending on job-related knowledge, skills, and experience. This position is eligible for a bonus plan.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance