Job Description
About Langham Hospitality Group
A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US. You will be working with a passionate & talented housekeeping team to drive excellence in cleanliness and wellness and the overall success of Housekeeping Department, by delivering high standards in guest experience & colleague engagement in alignment with the culture and values of Langham Hospitality Group.
Key Responsibilities:
Operational Coordination
- Open and close the daily Housekeeping operation by preparing and distributing all required reports, including AM and PM boards, room inventory, VIP arrivals, special requests, and project tracking logs.
- Assign guestrooms to Room Attendants and prepare daily task checklists for House Attendants and Public Area Attendants in accordance with productivity standards.
- Monitor and update the room readiness spreadsheet and ensure accurate real-time room status updates in the property management system. (Shiji)
- Reconcile room status discrepancies between Housekeeping and Front Office and communicate updates promptly.
- Coordinate and track daily projects, including out-of-order and out-of-service rooms, ensuring timely completion and clear communication to leadership.
- Monitor and ensure completion of all guest and operational traces in the property management system, following up with appropriate team members to guarantee timely resolution.
- Track and manage all HotSOS requests, ensuring work orders and service requests are assigned, completed, and properly closed out within established service standards.
- Escalate overdue traces or service requests to leadership as necessary to prevent service delays or guest impact.
- Maintain accurate documentation of completed tasks and outstanding items to support daily operations meetings and shift transitions.
- Review and research guest complaints and feedback received through ReviewPro and other guest satisfaction platforms.
- Monitor inventory levels of housekeeping supplies, including paper products such as toilet paper, tissues, and paper towels.
- Place weekly supply orders in accordance with established par levels and budget guidelines.
Productivity and Quality Control
- Track daily productivity and labor reports, identifying variances and reporting trends to the Director of Housekeeping.
- Assist with guestroom and public space inspections as needed.
- Record and maintain inspection results, noting recurring deficiencies
- Support adherence to brand standards and departmental quality benchmarks.
Guest and Colleague Communication
- Serve as the central communication hub for the department by handling telephone calls, logging all requests accurately, and ensuring prompt follow-up.
- Track and schedule guest amenity deliveries and special service requests to ensure timely execution.
- Support service recovery by documenting guest concerns and ensuring follow-up.
- Maintain strong working relationships with Front Office, Engineering, Food and Beverage, and other departments to ensure seamless guest experiences.
- Handle confidential information, including VIP and high-profile guest details, with discretion and professionalism.
- Serve as the primary communication liaison thru TEAMS between the Housekeeping team and other departments, including Front Office, Engineering, Reservations and Food and Beverage.
Staffing and Labor Support
- Monitor daily staffing levels in the Housekeeping and Laundry teams to ensure adequate coverage for guestroom cleaning, public areas, and laundry operations.
- Track attendance and respond to call-outs promptly by notifying and scheduling available staff to maintain service levels.
- Maintain accurate records of staffing adjustments and communicate changes to supervisors and the Director of Housekeeping.
- Assist with shift scheduling and ensure labor resources are aligned with operational needs and productivity goals.
Administrative Support
- Assist with payroll, timekeeping, and attendance tracking as assigned.
- Maintain organized departmental records and documentation.
- Support inventory tracking for housekeeping supplies and guest amenities as required.
- Assist with training documentation and onboarding materials when needed.
Qualifications:
- High school diploma required; college degree preferred.
- Previous hotel or housekeeping experience preferred.
- Proficiency in Microsoft Office Suite, particularly Excel.
- Experience with hotel property management systems preferred.
- Legally authorized to work in the United States.
Pay Range:
For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/boston/
