Position Purpose
To assist the Housekeeping Manager in overseeing the efficient operation of the Housekeeping Department, ensuring the highest standards of cleanliness, hygiene, presentation, and guest satisfaction throughout guestrooms, public areas, and back-of-house areas. The role is responsible for leading the team, maintaining quality standards, controlling departmental costs, and supporting the achievement of hotel business objectives.
Key Responsibilities
Operational Excellence
- Assist in managing daily housekeeping operations, including guestrooms, public areas, linen room, uniform room, and laundry functions.
- Ensure all guestrooms and public areas meet hotel brand standards and guest expectations.
- Conduct regular inspections and quality audits to maintain cleanliness and presentation standards.
- Coordinate room status updates and priorities with Front Office and Engineering teams.
- Ensure prompt follow-up and resolution of maintenance and guest service issues.
Team Leadership & Development
- Supervise, coach, and develop Housekeeping Supervisors and Team Members.
- Conduct daily briefings and departmental communications.
- Support recruitment, onboarding, performance management, and succession planning initiatives.
- Identify training needs and ensure team members receive appropriate development opportunities.
- Foster a positive and productive work environment that promotes employee engagement.
Guest Experience
- Ensure exceptional guest service is delivered consistently.
- Handle guest feedback, complaints, and service recovery professionally and effectively.
- Monitor guest satisfaction scores and implement action plans for continuous improvement.
- Support VIP arrivals and special guest requirements.
Financial & Resource Management
- Assist in preparing and monitoring departmental budgets.
- Control labor costs through effective scheduling and workforce planning.
- Monitor inventory levels of linens, amenities, chemicals, and operational supplies.
- Minimize wastage and ensure efficient utilization of departmental resources.
- Support sustainability initiatives and cost-saving programs.
Health, Safety & Compliance
- Ensure compliance with hotel policies, brand standards, and statutory requirements.
- Promote safe working practices and proper use of equipment and chemicals.
- Ensure departmental compliance with hygiene, sanitation, and workplace safety standards.
- Participate in internal and external audits and implement corrective actions as required.
Sustainability & ESG
- Support hotel sustainability initiatives related to waste reduction, resource conservation, and responsible operations.
- Encourage environmentally responsible practices within the department.
- Participate in sustainability programs and community engagement activities as assigned.
Qualifications
Education
- Bachelor's Degree in Hospitality Management, Hotel Management, Business Administration, or related field preferred.
Experience
- Minimum 4–6 years of Housekeeping experience in an international hotel environment.
- At least 2 years in a supervisory or management role.
- Experience in luxury or upscale hotels preferred.
Technical Skills
- Proficiency in Housekeeping Management Systems (e.g., OPERA, HotSOS, Knowcross, or equivalent).
- Good knowledge of Microsoft Office applications.
- Strong understanding of housekeeping operations, quality standards, and inventory control.
Language Skills
- Good command of written and spoken English.
- Thai language proficiency required.
Core Competencies
Business Excellence
- Quality Focus
- Operational Planning & Execution
- Financial Awareness
- Continuous Improvement
Leadership Competencies
- Team Leadership
- Coaching & Development
- Performance Management
- Decision Making
Service Excellence
- Guest Centricity
- Problem Solving
- Communication & Interpersonal Skills
- Attention to Detail
ONYX / Luxury Hospitality Behaviors
- Passion for Service
- Ownership & Accountability
- Collaboration & Teamwork
- Integrity & Professionalism
- Adaptability & Innovation
