Housekeeping Supervisor

Housekeeping Supervisor PM

The PM Housekeeping Supervisor oversees the daily operations of the housekeeping department, including Room Attendants and Public Area Attendants, ensuring guest rooms, public spaces, and back-of-house areas consistently meet Forbes Five-Star standards. This position provides leadership, training, coaching, and quality assurance while promoting a culture of service excellence, teamwork, accountability, and safety. The Housekeeping Supervisor serves as the department leader on duty during assigned shifts and collaborates closely with other departments to deliver exceptional guest experiences.

Our properties operate 24 hours a day, 7 days a week, providing exceptional service to guests throughout the year. As a member of our housekeeping team, flexibility in scheduling is important to support business needs and deliver a seamless guest experience.

Team members may be scheduled for weekends, holidays, evenings, and occasional extended shifts based on occupancy levels, seasonal demand, and operational requirements. During our peak season (Memorial Day through Columbus Day), availability on weekends and holiday periods is especially important.

We strive to create schedules that support both operational success and work-life balance whenever possible. Advance notice for time-off requests is encouraged, and requests will be reviewed in consideration of staffing needs and guest demand.

Key Responsibilities

• Assign and coordinate daily room assignments based on occupancy levels, guest preferences, VIP arrivals, departures, and operational priorities.
• Conduct detailed inspections of guest rooms, suites, public areas, and housekeeping projects to ensure compliance with Forbes Five-Star standards and company expectations.
• Lead, mentor, and motivate housekeeping team members to achieve departmental goals.
• Monitor employee productivity, attendance, and performance standards.
• Provide onboarding, training, coaching, and corrective action when appropriate.
• Engage guests warmly creating a welcoming and comfortable environment, encouraging the guest to become at ease.
• Respond promptly and professionally to guest concerns and service recovery opportunities.
• Provide guests with warm farewells and invite them to return.
• Work closely and communicate effectively with all departments but especially front office staff, housekeeping, food & beverage, activities, and engineering to ensure the entire guest experience is exceptional, yet effortless on the part of the guest.
• Ensure compliance with safety, sanitation, and company policies.
• Provide amenity and food & beverage delivery to room as required.
• Manage departmental supply inventories and assist with ordering and cost controls.
• Ensure that daily reports, logs, and other required reporting are completed, and pertinent information is properly documented and passed on to the resort management.
• Maintain room number confidentiality and key control.

Responsible for practicing, managing, and promoting the Company's Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.

Represent the Company with a positive attitude and professional presentation.

Follow sustainability guidelines and practices related to the Company's sustainability programs.

May be required to clean guest rooms and assume other housekeeping responsibilities as operational needs and staffing levels dictate.

Perform any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Required Job Knowledge and Skills

• Previous experience in housekeeping, hospitality, guest services, or a related service-orientated environment required.
• Demonstrated commitment to delivering exceptional guest service and maintaining high standards of cleanliness and presentation.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Ability to lead by example, foster teamwork, and positively influence others through professional conduct and collaboration.
• Excellent verbal and written communication skills.
• Demonstrated reliability, accountability, and professionalism.
• Proficiency with basic computer applications, including Microsoft Outlook and operational software systems.

Education & Experience

• High school diploma or equivalent required; Associate's degree in Hospitality Management or a related field preferred.
• Minimum one (1) year of housekeeping experience in a luxury hotel, resort, or comparable hospitality environment.
• Prior Forbes Five-Star or luxury property experience preferred.