Housekeeping Manager

Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination.

About the role

Located at the southeast corner of Main Street and River Street East—the gateway to downtown Ketchum, Idaho—and just minutes from Bald Mountain’s River Run base, this exceptional property will debut as Sun Valley’s first luxury hotel and for-sale residence offering. As part of the Viceroy team, you’ll help bring our signature experiential hospitality to one of North America’s most iconic, year-round mountain destinations.

The Housekeeping Manager is responsible for overseeing the daily operation of the Housekeeping department in an attentive, friendly, efficient, and service-oriented manner while ensuring exceptional cleanliness, organization, guest satisfaction, and operational efficiency throughout the resort. Reporting directly to the Rooms Division Manager, this role maintains Viceroy standards across guestrooms, public areas, laundry operations, and back-of-house spaces while supporting departmental labor management, productivity, training, and operational performance.

As part of the opening leadership team, the Housekeeping Manager will play a critical role in establishing departmental standards, operational procedures, training programs, and service culture for the resort. This role will assist in building, training, and developing the Housekeeping team while helping implement luxury-level SOPs, cleanliness standards, and operational processes aligned with the Viceroy brand experience.

Responsibilities

• Oversee the daily operation of the Housekeeping department, including guestrooms, public areas, laundry operations, and back-of-house spaces.
• Ensure guestrooms, public areas, and operational spaces are maintained in accordance with Viceroy cleanliness, presentation, and service standards.
• Respond promptly and professionally to guest concerns, service recovery situations, operational issues, and special requests while following up to ensure guest satisfaction.
• Supervise, coach, counsel, and develop Housekeeping team members while fostering a positive and service-focused culture.
• Assist with recruitment, interviewing, onboarding, training, scheduling, and performance management of Housekeeping employees.
• Recruit, onboard, train, and develop the Housekeeping team in alignment with Viceroy luxury hospitality standards and service expectations.
• Ensure all team members are properly trained on SOPs, safety procedures, service standards, operational procedures, and cleanliness expectations.
• Assist in developing and implementing Housekeeping SOPs, operational procedures, training materials, and luxury service standards for the resort.
• Lead departmental training initiatives focused on luxury cleanliness standards, guest experience, presentation, and operational consistency.
• Participate in mock service exercises, operational walkthroughs, opening activations, and pre-opening leadership initiatives.
• Support pre-opening operational setup, department organization, inventory planning, supply ordering, and readiness initiatives.
• Conduct regular inspections of guestrooms, public areas, and operational spaces to ensure quality assurance and consistency standards are maintained.
• Establish and maintain inspection programs, quality assurance procedures, and accountability standards across all Housekeeping operations.
• Assist in inspecting VIP arrivals, special request rooms, and priority guestrooms prior to guest arrival.
• Prepare and manage employee schedules in alignment with occupancy forecasts, business demands, payroll budgets, productivity targets, and operational standards.
• Monitor and manage departmental labor, productivity, payroll, operational expenses, and inventory levels to ensure alignment with budget and forecast expectations.
• Assist with forecasting, purchasing, inventory management, supply pars, and operational planning initiatives.
• Ensure proper organization, storage, issuance, and control of housekeeping supplies, linens, uniforms, and operational equipment.
• Maintain and monitor preventative cleaning programs, deep cleaning schedules, and special project work throughout the property.
• Coordinate closely with Front Office, Engineering, Laundry, and other resort departments to ensure seamless guest experiences and operational efficiency.
• Monitor room status discrepancies, out-of-order rooms, special requests, VIP arrivals, and guest preferences daily.
• Ensure proper handling of Lost & Found procedures, key control systems, radios, and operational communication logs.
• Monitor work orders and coordinate with Engineering to ensure maintenance concerns are addressed promptly and efficiently.
• Ensure compliance with all safety standards, chemical handling procedures, sanitation requirements, and operational policies.
• Participate in MOD coverage and support operational leadership responsibilities throughout the resort as needed.
• Utilize proper communication and teamwork to support operational efficiency throughout the resort.
• Attend required meetings, trainings, and departmental lineups.
• Maintain regular attendance, punctuality, professional appearance, and grooming standards.
• Ensure overall guest satisfaction through professionalism, responsiveness, cleanliness standards, and attention to detail.
• Perform other duties as assigned by management.
• Employees must at all times be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

Requirements

• At least 2 years of progressive experience in a hotel or a related field; or a 4-year college degree; or a 2-year college degree and 1 or more years of related experience.
• Supervisory experience required.
• Must be proficient in Windows, company-approved spreadsheets, and word processing.
• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must be able to effectively communicate both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with hotel standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with hotel standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.