Housekeeping Manager

About The Ritz-Carlton

The Ritz-Carlton, a brand within Marriott International, operates over 100 award-winning properties worldwide. The company is committed to being an equal opportunity employer, valuing diverse backgrounds and fostering an inclusive environment. The Ritz-Carlton is known for its "Gold Standards," which guide its service culture and commitment to luxury hospitality.

Job Summary: Housekeeping Manager

The Housekeeping Manager is responsible for the daily shift operations of Housekeeping, Recreation/Health Club, and Laundry, where applicable. This full-time role involves directing and working with employees to ensure guestrooms, public spaces, and employee areas are clean and well-maintained. The position requires completing inspections, holding staff accountable for corrective actions, and contributing to guest and employee satisfaction while managing within the operating budget. The Housekeeping Manager will ensure the consistent delivery of The Ritz-Carlton's "Gold Standards."

Key Responsibilities

• Verify guest room status is communicated to the Front Desk in a timely and efficient manner.
• Inspect guestrooms daily.
• Obtain lists of rooms to be cleaned immediately and prospective check-outs to prepare work assignments.
• Inventory stock to ensure adequate supplies.
• Support and supervise an effective inspection program for all guestrooms and public spaces.
• Understand the impact of departmental operations on overall property financial goals and objectives, and manage to achieve or exceed budgeted goals.
• Verify all employees have proper supplies, equipment, and uniforms.
• Communicate areas needing attention to staff and follow up to verify understanding.
• Supervise daily Housekeeping shift operations and verify compliance with all housekeeping policies, standards, and procedures.
• Participate in departmental meetings and communicate clear and consistent messages regarding departmental goals.

Employee Management and Guest Relations

• Utilize available on-the-job training tools to train new room attendants and provide follow-up training.
• Establish and maintain open, collaborative relationships with employees.
• Schedule employees according to business demands and track employee time and attendance.
• Verify employees understand expectations and parameters.
• Ensure property policies are administered fairly and consistently, and disciplinary procedures are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Supervise staffing levels to meet guest service, operational needs, and financial objectives.
• Observe service behaviors of employees and provide feedback.
• Ensure employee recognition takes place on all shifts and participate in ongoing recognition programs.
• Solicit employee feedback, utilize an "open door" policy, and review employee satisfaction results to address concerns.
• Participate in employee progressive discipline procedures.
• Set a positive example for guest relations and understand the brand's service culture.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Empower employees to provide excellent customer service and emphasize guest satisfaction in departmental meetings.
• Respond to and handle guest problems and complaints, striving to improve service performance.

Qualifications and Experience

Candidates should possess 0-1 year of relevant experience. This role requires an individual who can effectively manage daily operations, lead a team, and uphold the high standards of luxury hospitality. The ability to foster a positive work environment and ensure guest satisfaction is essential.

Application Process

Join The Ritz-Carlton and Marriott International to contribute to a global team dedicated to excellence in luxury service. We offer an environment where associates are empowered to be creative, thoughtful, and compassionate, fostering professional growth and pride in their work.