Housekeeping Manager

Job description

A Little Taste of Your Day-to-Day Every day is different, but you will mostly be: Housekeeping & Laundry Operations • Manage all day-to-day Housekeeping and Laundry operations. • Ensure every guest room is cleaned, inspected and presented to the required IHG standards. • Manage guest rooms, public areas, back-of-house areas and laundry operations. • Ensure rooms are ready and released on time for arrivals. • Conduct regular room and public area inspections. • Monitor room status and coordinate closely with Front Office. • Ensure cleaning schedules, checklists and SOPs are consistently followed. • Maintain high standards of cleanliness, hygiene and presentation. • Assist the team during busy periods and high occupancy whenever required. • Support and lead deep-cleaning projects and special cleaning assignments. Leadership, Coaching & Development • Manage, coach and develop a team dedicated to exceptional housekeeping and laundry standards. • Prepare effective duty rosters based on occupancy and business requirements. • Conduct daily briefings and communicate operational priorities. • Monitor colleague productivity and performance. • Provide regular coaching and feedback. • Identify training and development needs. • Recognise and appreciate good performance. • Maintain high standards of grooming, uniform and professional conduct. • Support succession planning and career development. • Create a positive and engaged working environment. Guest Experience • Ensure Housekeeping consistently contributes to memorable guest experiences. • Address special requests from guests, VIPs, repeat visitors and IHG One Rewards members. • Coordinate with Front Office to ensure special room requirements are completed. • Respond promptly to guest complaints related to room cleanliness or condition. • Follow up on service recovery actions. • Monitor guest feedback and identify areas for improvement. • Ensure guest preferences are communicated and actioned appropriately. Guest Rooms & Inspections • Conduct regular inspections of guest rooms before release. • Ensure bedrooms and bathrooms meet required cleanliness standards. • Check linen, towels, amenities, guest supplies and room presentation. • Monitor room defects and coordinate with Engineering for corrective action. • Follow up on maintenance issues until closure. • Monitor out-of-order and out-of-service rooms. • Ensure rooms are properly inspected following maintenance work. • Maintain appropriate room inspection records. Public Area & Back-of-House Standards • Ensure all public areas maintain excellent cleanliness and presentation. • Monitor lobby, corridors, lifts, public washrooms and other guest areas. • Ensure back-of-house areas are clean and hygienic. • Establish cleaning frequencies and schedules. • Ensure housekeeping equipment is safely stored and maintained. • Conduct regular inspections and take corrective action where required. Laundry & Linen Management • Manage hotel laundry operations, whether in-house or outsourced. • Maintain appropriate linen par levels. • Monitor linen movement, usage, losses and damage. • Ensure clean linen meets required quality and hygiene standards. • Coordinate with outsourced laundry vendors where applicable. • Monitor laundry quality and turnaround times. • Maintain accurate linen and laundry records. • Control linen costs and minimise unnecessary losses. Supplies, Equipment & Inventory • Maintain and order housekeeping supplies and equipment. • Ensure appropriate stock levels are maintained. • Monitor consumption of chemicals, amenities, linen and other supplies. • Conduct regular inventory checks. • Minimise waste and unnecessary consumption. • Ensure all housekeeping equipment is maintained and operational. • Maintain accurate inventory records. • Coordinate with Purchasing and approved vendors. • Evaluate quality and cost-effectiveness of housekeeping products. Sustainability & Green Initiatives • Support IHG sustainability and responsible business initiatives. • Minimise water and energy consumption. • Reduce unnecessary use of cleaning chemicals and consumables. • Promote responsible use of linen and towels. • Reduce waste from housekeeping operations. • Encourage recycling and responsible waste management. • Identify opportunities to improve efficiency while maintaining guest standards. Budget & Profitability • Assist in preparing and refining the Housekeeping and Laundry budgets. • Monitor departmental expenditure against approved budgets. • Identify opportunities to improve profitability and operational efficiency. • Control labour, linen, chemical, amenity and supply costs. • Monitor cost per occupied room. • Minimise wastage and pilferage. • Support accurate forecasting based on occupancy and business levels. Training & Compliance • Educate all Housekeeping team members on hotel standards, SOPs and safety requirements. • Ensure colleagues understand the importance of complying with applicable Central, State and local laws, regulations and safety standards. • Conduct regular training on: • Cleaning standards • Chemical handling • PPE usage • Equipment operation • Fire and life safety • Workplace safety • Hygiene and sanitation • Guest privacy • Lost and found procedures • Emergency procedures • Maintain appropriate training records. • Ensure mandatory IHG training is completed. Health, Safety & Hygiene • Maintain high standards of health, hygiene and workplace safety. • Ensure safe handling and storage of cleaning chemicals. • Ensure Safety Data Sheets are available where applicable. • Ensure appropriate PPE is used. • Conduct regular safety inspections. • Report accidents, hazards and unsafe conditions immediately. • Ensure colleagues understand emergency and evacuation procedures. • Coordinate with Engineering and Security on safety-related matters. • Support hotel emergency response and crisis manage