Housekeeping Manager

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Behind every great hotel is a strong housekeeping team. As Housekeeping Manager, you will lead the heart of the house, supporting and inspiring your team in delivering impeccably clean, comfortable guest rooms and exceptional service every day. Through hands-on leadership, attention to detail, and a genuine commitment to your team, you will help create memorable experiences for every guest.

This is a great opportunity for a hospitality leader who enjoys developing people, creating an organized and positive work environment, and making a direct impact on the guest experience. At Highgate, we are committed to developing our leaders and providing opportunities for career growth, making this an excellent next step for someone ready to grow into senior hotel operations. The ideal candidate is a hands-on hospitality leader who demonstrates strong attention to detail, sound judgment, effective communication, and a commitment to operational excellence.

Immediate openings at Hyatt Regency Times Square, Lotte Palace, M Social Downtown & Times Square, Manhattan Times Square, Park Central, Park Lane, Residence Inn NY World Trade Center, ROW NYC.

Manage the daily operation of the Housekeeping Department in accordance with Highgate Hotels standards, policies, procedures, and service expectations
• Recruit, supervise, coach, and support room attendants, house attendants, public-area attendants, inspectors, linen-room associates, and other housekeeping team members.
• Consistently meet Highgate Hotel and brand cleanliness, quality, and safety standards.
• Conduct daily inspections, monitor room readiness, manage large room turns and VIP arrivals, and ensure exceptional presentation throughout the hotel.
• Partner closely with Front Office, Engineering, Laundry, and other departments to ensure seamless operations, timely communication, and outstanding guest experiences.
• Manage scheduling, staffing, productivity, payroll, inventories, purchasing, and departmental expenses to achieve operational and financial goals.
• Resolve guest concerns promptly and professionally, ensuring service recovery efforts result in high levels of guest satisfaction.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Maintain compliance with all Highgate policies, brand standards, safety regulations, OSHA/MSDS requirements, key control procedures, and risk management practices.
• Oversee housekeeping equipment, supplies, work orders, preventative cleaning programs, and Lost & Found operations to ensure efficient daily operations.
• Lead daily pre-shift meetings, ongoing training, and performance coaching to promote continuous improvement, service excellence, and employee engagement.
• Monitor room status, special requests, and operational reports to ensure accurate communication, efficient workflow, and an exceptional arrival experience for every guest.
• Promote a workplace culture based on respect, teamwork, accountability, inclusion, and consistent communication.
• Monitor the inventory and distribution of guestroom supplies, linens, uniforms, amenities, cleaning products, and operating equipment.
• Assist with inventory counts, purchasing requests, cost controls, loss prevention, and the proper storage and rotation of supplies.

• High School Diploma or equivalent required; associate or bachelor's degree in hospitality management or a related field is preferred.
• Housekeeping supervisory experience in a hotel, resort, healthcare, residential or similar service-focused environment.
• Experience in full service, luxury, lifestyle, union or high-volume New York hotel environment would be preferred.
• Strong leadership, coaching, and team-building skills with a passion for delivering exceptional guest service.
• Knowledge of housekeeping operations, inventory management, scheduling, payroll, and labor management.
• Ability to handle sensitive associates and guest information with discretion and confidentiality.
• Strong organizational skills with the ability to prioritize, multitask, and adapt in a fast-paced environment.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and hotel property management systems (PMS) or the ability to quickly learn new technology.
• Demonstrated problem-solving skills with the ability to make sound decisions and resolve guest and operational issues effectively.
• Knowledge of workplace safety, sanitation, chemical handling, and emergency-response practices.
• Ability to work on a flexible schedule based on hotel needs, including early mornings, evenings, weekends, holidays, and extended hours when necessary.
• Ability to bend, reach, climb stairs, push housekeeping equipment, and lift or move items weighing up to 30 pounds, with or without reasonable accommodation.
• Fluency in English is required. Additional language skills are valued and may be beneficial based on the needs of the hotel and its workforce.

We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• 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

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

This job opening was posted on [insert date] and will remain open for at least 75 days.