Housekeeping Operations Manager

2 weeks ago

Seattle, Washington, United States Choice Hotels Full time
Position Overview
$21.00 per hour


The Housekeeping Operations Manager is responsible for overseeing the cleanliness and maintenance of guest accommodations and public areas. This role includes supervising staff to ensure efficient completion of tasks while fostering a positive work atmosphere.

Key Responsibilities:
• Conduct inspections and approve the quality of work performed by housekeeping staff.
• Address and resolve guest complaints related to housekeeping services.
• Provide leadership and training to all housekeeping and laundry personnel.
• Foster effective communication and teamwork within the department.
• Set schedules, assign tasks, and manage payroll-related activities.
• Ensure compliance with all training requirements as per company standards.
• Develop and implement training programs aligned with operational standards.
• Maintain flexibility in scheduling and multitask effectively.

• Participate in the creation and execution of business strategies that align with the company’s mission and values.

• Complete all required checklists and reporting duties.
• Be knowledgeable about hotel operations, services, and hours.
• Respond to basic inquiries related to housekeeping.
• Support the team with training, supplies, and resources to maintain high-quality guest rooms and common areas.
• Adhere to all local, state, and federal regulations.
• Manage hotel keys and electronic access cards securely.
• Complete maintenance requests and follow up as necessary.
• Oversee lost and found procedures.
• Inspect guest rooms to ensure cleanliness standards are met.
• Maintain accurate status reports for guest rooms and communicate effectively with staff.
• Follow established protocols for guest room procedures, including handling 'do not disturb' requests.
• Actively engage in deep cleaning and preventive maintenance initiatives.
• Attend departmental and hotel meetings as required.
• Participate in training programs and ensure completion by all housekeeping staff.
• Generate and review housekeeping reports.
• Report any damages or safety hazards within the hotel.
• Monitor and address suspicious activities in common areas.
• Manage guest requests received via the housekeeping phone.
• Conduct regular inspections throughout the hotel.

Operational Management:
• Oversee daily operations of housekeeping, public spaces, and laundry services during assigned shifts.
• Ensure rooms and public areas are impeccably maintained and stocked.

• Develop and implement departmental processes that support service excellence and financial objectives.
• Continuously inspect rooms and public spaces for cleanliness.
• Determine staffing needs based on business forecasts and create employee schedules accordingly.
• Provide ongoing customer service, technical, and safety training to staff.
• Track inventory and manage the procurement of linens, cleaning supplies, and other necessary items.
• Supervise laundry operations, whether in-house or outsourced.
• Ensure compliance with safety standards across all assigned departments.
• Coordinate room availability with the Front Office team.

Employee Engagement:
• Develop strategies that enhance employee engagement and satisfaction.

• Communicate performance expectations clearly and provide regular feedback to staff.
• Offer coaching and support to help employees meet performance goals and reach their potential.

Guest Satisfaction:
• Strive for 100% guest satisfaction by delivering exceptional service that reflects the company’s standards of hospitality.

• Provide personalized attention, take responsibility, and work collaboratively to meet guest needs.
• Listen actively, empathize with guest concerns, and resolve issues effectively.
• Maintain a commitment to genuine hospitality and teamwork.

• Assume responsibility for recognizing and addressing guest dissatisfaction promptly.


Additional Requirements:
• Minimum of one year in a supervisory or management role within housekeeping is required.
• High school diploma or GED is mandatory.
• Ability to collaborate effectively with hotel staff and management.
• Strong communication and organizational skills are essential.
• Critical thinking and problem-solving abilities are necessary.
• Flexibility in scheduling is required.
• Familiarity with Opera or similar operating systems is preferred.

Physical Requirements:
• Ability to stand or sit for extended periods.
• Proper lifting techniques are essential.
• Ability to exert up to 75 pounds of force occasionally and/or 50 pounds frequently.
• Capability to lift, carry, push, pull, or move objects as needed.
• Proficiency in using various cleaning equipment, including vacuum cleaners and buffers.
• Ability to navigate the hotel premises effectively, including standing, walking, kneeling, and bending for long durations.
• Capacity to perform repetitive movements with arms, hands, and wrists.
• Ability to communicate verbally and perceive sounds accurately.

Work Environment:
The hotel operates 24/7, and staff may be required to adjust shifts and duties as needed. A hospitable service atmosphere must be maintained at all times.

This job description is not intended to create a contract of employment or guarantee of employment. Employment is considered 'at-will' and may be terminated by either party at any time.

We are an equal opportunity employer and make decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected classes. All locations are drug-free, and pre-employment drug tests and background checks are mandatory.

The information provided is not an exhaustive list of duties and responsibilities and may be subject to change at management's discretion.


Cultural Values:
• Welcome and Respect Everyone
• Be Bold, Be Quick
• Listen, Be Curious
• Show Integrity.

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