Housekeeping Manager - Best Western Plus Philadelphia ...

The Executive Housekeeper is responsible for overseeing all housekeeping and laundry operations to deliver superior guest and member experiences. The Executive Housekeeper/Housekeeping Manager will be required to evaluate guest satisfaction and set department targets and objectives.POSITION: Executive HousekeeperREPORTS TO: General ManagerESSENTIAL FUNCTIONS:- Supervise the Housekeeping staff.- Ensure new associates are equipped with the necessary knowledge and skills to achieve job expectations.- Evaluate the staff's job performance and coach and counsel as necessary.- Clearly communicate to associates the standards of performance and their role in contributing to individual and team success.- Ensure all required training occurs, including orientation, safety, fire, alcohol awareness, food handling, and blood-borne pathogen.- Ensure staff compliance with internal controls, policies, procedures, standards, and regulations. Insist on a work environment that is free from harassment.- Perform and supervise the cleaning and inspection of the guest rooms, public areas, and back of the house.- Ensure compliance with proper cleaning techniques, procedures, brand standards, and regulations. Ensure proper use of cleaning equipment and supplies.- Issue staff cleaning assignments, including special requests, areas of concentration, and deep cleaning.- Ensure maintenance problems are promptly reported to Engineering through proper channels.- Order supplies and maintain accurate inventory as assigned.- Respond to guest requests, concerns, and problems to ensure guest satisfaction.- Log items into the Lost and Found and respond to inquiries regarding lost items.- Attend department meetings as scheduled.- Perform special projects and other responsibilities as assigned.- Participate in task forces and committees as requested.- Maintain a consistent professional and positive attitude and actions when communicating with guests and associates.- Comply with all company policies and procedures.- Practice safe work habits and comply with sanitary, safety, security, and emergency procedures.- Write shift reports, including reports on any incidents of theft, accidents, or injuries when assigned.- Check with manager/supervisor before leaving work area for any reason.- Be on time and at work when scheduled, and in proper uniform.- Report any incidents of guest dissatisfaction or other matters of significance to the manager so that corrective measures may be taken.- Evaluate guest satisfaction levels and monitor trends with a focus on continuous improvement.- Operate within departmental budgets through effective stock and cost controls and well-managed schedules.- Set departmental targets and objectives, work schedules, budgets, and policies and procedures.- Inspect, regularly, all fixtures, fittings, and appliances to ensure compliance with standards and take action as necessary to conform to standards.- Monitor the appearance, standards, and performance of the Housekeeping/Laundry Team with an emphasis on training and teamwork.- Ensure team members have an up-to-date knowledge of all room categories and amenities.- Maintain good communication and work relationships in all hotel areas and with external customers and suppliers.- Ensure staffing levels cover business demands.- Ensure ongoing training.- Ensure communication meetings are conducted and post-meeting minutes generated.- Manage staff performance issues in compliance with company policies and procedures.- Recruit, manage, train, and develop the Housekeeping/Laundry team.- Be competent in property management systems.- Assist other departments wherever necessary.REQUIREMENTS:- High school education plus schooling in hospitality management, business, or related experience.- Housekeeping/laundry experience in the hotel/leisure/retail sector in a managerial or supervisory capacity.- Ability to effectively and efficiently supervise staff, daily operations, and resolve operational problems in compliance with policies and procedures.- Ability to appropriately interview, hire, schedule, motivate, train, monitor, and address staff performance.- Knowledge of housekeeping principles and practices along with proper use of cleaning equipment and supplies.- Ability to compile facts/figures in a timely manner; identify, investigate, and resolve matters.- Ability to follow an appropriate course of action based on policies and procedures.- Ability to operate a computer, phone, and other office equipment.- Attention to detail with good organizational and efficient time management skills.- Display consistent professional leadership with effective listening and communication skills.- Ability to work in a fast-paced environment, sometimes under pressure, while simultaneously handling competing and changing priorities.- A successful track record of managing a large team.- High level of commercial awareness and cost control capabilities.- Previous experience of managing a department and Profit and Loss account.- Flexibility to respond to a range of different work situations.- Strong organizational, budget management, and problem-solving skills.- Strong communication skills.- A passion for delivering exceptional levels of guest service.

Created: 2025-11-15