Housekeeping Manager

Housekeeping Manager

Mandarin Oriental New York is looking for a Housekeeping Manager to join our Housekeeping team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.


Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites - all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Housekeeping Department in New York City, the Housekeeping Manager is responsible for all day-to-day operational activities within the Housekeeping department, ensuring that all guestroom standards with regards to cleanliness are consistently maintained at a very high level. The Housekeeping Manager is responsible for resolving guests' and staff's needs and creating a climate of mutual respect and enthusiasm. The Housekeeping Manager reports to the Director of Housekeeping.

As Housekeeping Manager, you will be responsible for the following duties:

• Guest's Requests:
  • Ensure customer satisfaction from arrival to departure in accordance to standards and procedures manual and the Legendary Quality Experience (LQE), Promote and recognize opportunities to provide guest service above and beyond all expectation, Monitor correct handling of all guest requests.
• General Management:
  • Ensure that cleanliness and service standards are maintained in all areas of responsibility, work closely with the Engineering by reporting all work orders as soon as possible, training fellow managers and all colleagues on LQA standards and FLHSS compliance trainings, properly assigning sections and credits to both the AM and PM attendants during the "opening" in the current PMS system, working on FLHSS compliance with regards to all housekeeping subject matter and projects, maintaining a working understanding of housekeeping valet responsibilities to better service guest and colleagues, audit inspections of colleagues through IAuditor system, monitor and maintain a safe environment for all employees.
  • Provide daily updates to the Director of Housekeeping on progress and status of each area of responsibility, complete all required forms (room status, discrepancy, late check outs, employee competencies and reviews, lateness, and absenteeism daily, proficient understanding of corrective communication forms and usage, completion of all Mandarin Oriental training subject matter, maintain correct inventories of all OS&E items, complete all special projects in a timely manner, be an active team player with a hands-on approach when manpower is in shortage, ensure all equipment and cleaning supplies are used correctly and in accordance with safety and security standards to guarantee employee safety, Inspect all late check outs, VIP turndown and random turn downs nightly on PM shift
• Staff Training and Communication:
  • Conduct daily pre shift meetings on each shift, Assist Director of Housekeeping in all employee motivational and training programs, Train employees in maintaining clean, organized and properly stocked work areas and equipment, Train employees to be perfectly groomed at all times, Train and monitor room attendants daily to ensure that standards of service and cleanliness are understood and followed, Communicate accurate information actively and in a timely manner to all colleagues, Give feedback to employees in a positive and encouraging manner in order to maintain an overall high performance, Guest Rooms, Public Areas and Back of the House Areas, Completely understand and be able to operate all in room SMART ROOM technology, Recognize and report all missing, damaged or sub-standard fixtures and equipment, Inspect all assigned guestrooms, both occupied and vacant. Ensure all general cleaning, preparation for VIP's early arrivals and special cleaning requests are done on time and according to standard, Ensure all items are in place in guestrooms, Monitor and maintain perfect cleanliness in all public areas responsible, Monitor and maintain all back of the house areas

The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Housekeeping Manager, we expect from you:

• Possess 2 years' housekeeping management experience or management in a similar field.
• Must possess previous supervisory experience in the hospitality industry.
• Must possess a proper understanding of PMS systems and deficiency reporting systems.
• Must be willing to work PM and weekends.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Salary and Benefits:

• Salary $78,000 to $80,000 yearly- commensurate with experience
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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