Housekeeping Manager

About the role

Viceroy Hotels & Resorts is seeking a Housekeeping Manager to oversee the daily operations of the Housekeeping department at a new luxury resort in Sun Valley, Idaho. The position reports directly to the Rooms Division Manager and plays a crucial role in establishing departmental standards, operational procedures, training programs, and service culture.

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.
• Aid 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.
• Inspect 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.
• Affirm 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.
• Cook up 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.

Qualifications

• 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.
• Moderate physical effort - 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.
• Effective verbal and written communication skills, with all levels of employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Proactive problem-solving skills, including anticipating, preventing, identifying, and solving problems as necessary.
• Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.