Job Description

Key Accountabilities

• Oversee operational, financial, and service standards for Housekeeping and Guest Services.
• Ensure guest and associate satisfaction through effective leadership and communication.
• Maintain positive relationships with property owners and optimize transient segment revenues and market share.
• Monitor and control expenses to maximize profitability.
• Develop and implement policies, procedures, and SOPs to ensure compliance and efficiency.
• Prepare and manage annual Rooms Division budget and forecasts.

Qualifications

Education & Experience:

• Minimum 3 years of progressive experience in hotel operations or related field.
• High School diploma or equivalent required; college coursework in hospitality preferred.
• Previous supervisory experience in either housekeeping or front desk required.
• Previous supervisory experience in both housekeeping and front desk is preferred.

Skills & Competencies:

• Strong leadership and problem-solving skills.
• Ability to work effectively under pressure and in a fast-paced environment.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and hotel management systems.
• Excellent oral and written communication skills; multi-lingual skills a plus.
• Financial acumen and ability to analyze data for decision-making.

Work Environment & Physical Requirements

• Variable temperature and noise conditions; indoor and outdoor work.
• Exposure to cleaning chemicals, dust, and odors.
• Ability to stand and walk for extended periods; lift up to 20 lbs occasionally.
• Must maintain professional appearance and grooming standards.

Essential Duties & Responsibilities

• Lead and manage Housekeeping and Guest Services teams to deliver exceptional guest experiences.
• Handle guest complaints promptly and professionally, ensuring resolution and satisfaction.
• Conduct regular inspections of guest rooms and public spaces for quality and cleanliness.
• Monitor inventory levels and oversee ordering of supplies within budget guidelines.
• Participate in revenue optimization strategies and communicate effectively with the front office team.
• Ensure compliance with brand standards and franchise requirements.
• Serve as Manager on Duty and attend executive and departmental meetings as needed.
• Fill in as needed in front desk and housekeeping operational needs.