Housekeeping Manager

Oversee the Housekeeping Department to maintain guest-ready rooms, safe operations, and consistent service standards onsite in Miami.

Responsibilities

• Maintain an attentive, friendly, helpful, and courteous approach with guests, managers, and fellow employees.
• Handle guest requests, problems, complaints, and/or accidents submitted via reservations, comment cards, letters, and phone calls in an attentive, courteous, and efficient manner.
• Follow up to confirm guest satisfaction.
• Motivate, coach, counsel, and discipline Housekeeping personnel in accordance with Highgate Hotel SOPs.
• Ensure compliance with Standard of the Week training and use the steps to effective training per Highgate Hotel standards.
• Maintain a scheduled cleaning program (including floor care, hard cleaning, mattress flipping, etc.) and keep a detailed checklist for each position.
• Assist with maintaining and controlling all Housekeeping equipment.
• Support compliance with corporate Risk Management requirements, including MSDS and HazComm.
• Manage efficient large guestroom turns.
• Ensure consistency with departmental opening and closing procedures.
• Carry a pager at all times.
• Prepare and conduct Housekeeping interviews as required and follow hiring procedures per Highgate SOPs.
• Support employee morale and ongoing training for Housekeeping team members.
• Inspect rooms daily and ensure some rooms are inspected with supervisors on a daily basis.
• Assist the Director of Housekeeping with inspecting all VIP rooms prior to arrival.
• Ensure public areas, guest rooms, and back-of-house spaces meet Highgate Hotel standards.
• Help maintain required par levels for Housekeeping and Laundry supplies by ordering needed supplies and amenities monthly or quarterly.
• Assist with monthly and quarterly Housekeeping inventories on a timely basis.
• Protect guest privacy and security by following Highgate procedures.
• Monitor work orders, submit updates to Engineering per hotel procedures, and follow through to completion.
• Run pre-shift meetings for room attendants and housemen.
• Respond to emergency situations using information contained in MSDS sheets; keep MSDS sheets current and easily available.
• Balance and clear room status nightly by comparing the p.m. Housekeeping report with the PMS room status report and resolving discrepancies.
• Support payroll readiness by reviewing Housekeeping worked hours and submitting to Accounting on time.
• Assist in preparing employee schedules using business forecast, payroll budget guidelines, and productivity requirements.
• Maintain Highgate Hotel standards for Purchase Orders, vouchering invoices, and checkbook accounting.
• Maintain professional relationships and open communication with managers, employees, and other departments.
• Ensure implementation of Highgate policies and house rules, including understanding hospitality terms.
• Complete sign-off of all Service Standards by Position competencies for Housekeeping staff.
• Operate pagers and radios efficiently and professionally, including proper radio etiquette within the department.
• Manage and organize large turn days, including group check-ins and check-outs.
• Monitor out-of-order, out-of-service, discrepant, and show rooms.
• Maintain constant communication with Guest Services and act on special requests (VIPs, special needs rooms, connecting rooms, etc.).
• Attend weekly staff meetings and provide rotational training using Highgate’s steps to effective training.
• Maintain and monitor Lost and Found procedures per Highgate standards.
• Maintain key control for house keys.
• Participate in monthly Highgate team meetings.
• Drive Housekeeping contribution to Guest Service and audit scores.
• Monitor VIPs, special guests, and related requests; review Housekeeping log book and Guest Request log daily.
• Support organized filing for purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Use telephone and computer systems to report and verify room status.
• Record valet laundry for valet cleaners and review incoming laundry at end of day to confirm return of all items.
• Store, secure, and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects on a biannual basis.
• Ensure overall guest satisfaction.

Requirements

• At least 2 years of progressive experience in a hotel or related field; or a 4-year college degree; or a 2-year college degree plus 1+ year related experience.
• Supervisory experience required.
• Proficient in Windows, company-approved spreadsheets, and word processing.
• Long hours sometimes required.
• Medium work requirements: up to 50 pounds occasionally, and/or up to 20 pounds frequently or constantly to lift, carry, push, pull, or move objects.
• Effective verbal and written communication with all levels of employees and guests in a service-oriented manner.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize to meet departmental deadlines.
• Approach encounters with guests and employees in an attentive, friendly, courteous, service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance per Highgate Hotel Standards, based on hotel scheduling needs.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to support safe and efficient hotel operations.
• Maximize productivity, identify problem areas, and assist with solutions.
• Ability to handle problems by anticipating, preventing, identifying, and solving issues as needed.
• Ability to understand and evaluate complex information and data from multiple sources to meet objectives.

Technologies

• Windows
• Spreadsheets
• Word processing
• PMS
• Computer system
• Telephone
• MSDS
• HazComm

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
• Washington: 8 paid holidays per year; up to 20 days paid vacation per year; paid Sick & Safe Time accrues at 1 hour for every 30 hours worked with up to 72 hours carryover to the next anniversary year
• Colorado: 8 paid holidays per year; employees in the City of Denver receive 64 hours of designated holiday time per calendar year; up to 20 days paid vacation per year; 6 days or 48 hours Paid Sick Leave per year accrued at 1 hour per 30 hours worked
• California: 8 paid holidays per year; up to 20 days paid vacation per year; paid Sick Time accrues at 1 hour for every 30 hours worked with up to 80 hours carryover to the next anniversary year
• Benefits do not apply to part-time positions

Location: Miami, FL (onsite)

Minimum experience: 2 years

Posting date: 11/8/2026; open for at least 60 days