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 (HM) works within the department to supervise the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives. In addition to keeping the entire hotel clean, the Housekeeping Manager is responsible for maintaining a neat and organized housekeeping and laundry area and is responsible for the security of the hotel linen and supplies inventory. The focus on guest and associate satisfaction, expense control, and product quality will lead to contributions to the overall goals of the hotel.

The Housekeeping Manager sets the tone for Sonesta’s Culture of Caring. Leaders are expected to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team. The role’s primary responsibilities are to ensure all guests receive quality service and a clean and safe environment throughout their stay. The Housekeeping Manager promotes and implements property-wide strategies that increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals.

Responsibilities

Operational/Functional

• Manage day-to-day operations to ensure quality and standards meet guest and employee expectations.
• 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.

Strategy and Planning

• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts, adjusting 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.

Financial Management

• 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.

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 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 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

• High School Diploma or equivalent plus five years of 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 required to communicate effectively with guests and co-workers, complete written documented tasks, order supplies, receive instructions, and read equipment manuals and safety information.
• Bilingual 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.

Physical Demands

• Frequently standing up, bending, climbing, kneeling, and moving about the facility.
• Regularly using commercial cleaning chemicals.
• Carrying, lifting, or pulling items weighing up to 50 pounds.
• Frequently handling objects and equipment to maintain the facility.
• Frequently bending, stooping, kneeling, climbing, and crawling.
• Required to work mornings, evenings, weekends, and holidays.
• Perform other duties as assigned.

Pay

Pay ranges from $75,000 - $80,000. Base pay offered may vary depending on job-related knowledge, skills, and specific experience/overall experience.

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