Housekeeping Manager

Description

Job Summary

Hyatt Centric Beale Street Memphis is seeking an experienced, hands-on, and results-driven Housekeeping Manager to oversee all aspects of Housekeeping and Laundry operations while ensuring exceptional cleanliness, operational efficiency, and guest satisfaction.

Reporting directly to the Assistant General Manager, this individual will lead the Housekeeping team, oversee guest rooms, public areas, back-of-house spaces, and full-service laundry operations while maintaining Hyatt brand standards, Avion Hospitality expectations, and AAA Four Diamond service standards.

The ideal candidate is a proactive leader who leverages Hyatt systems, Hotel Effectiveness, guest feedback, quality inspections, and strong financial controls to drive productivity, accountability, colleague engagement, and continuous improvement.

Key Responsibilities

Housekeeping Operations & Quality Assurance

• Direct daily Housekeeping operations, ensuring guest rooms, public areas, and back-of-house spaces consistently meet Hyatt and Avion Hospitality standards.
• Utilize Hyatt's Heat Map and operational reporting to prioritize room assignments, optimize workflow, and ensure timely room readiness.
• Lead and conduct Hyatt's 12-Point Room Inspections, ensuring consistent cleanliness, presentation, and quality standards.
• Establish and assign daily room inspection goals for Housekeeping Supervisors and leadership, ensuring clear expectations, balanced workloads, and accountability for room quality and readiness.
• Monitor daily inspection completion, quality scores, and productivity, providing coaching and corrective action to ensure established goals are consistently met or exceeded.
• Adjust inspection assignments based on occupancy, staffing levels, VIP arrivals, and operational priorities while maintaining Hyatt and AAA Four Diamond standards.
• Partner closely with Engineering to identify and resolve maintenance deficiencies, ensuring room equipment, fixtures, and amenities are fully functional before approving and releasing rooms for guest occupancy.
• Oversee VIP room preparation, special requests, daily inspections, and room status accuracy.
• Coordinate with Front Office to prioritize arrivals, early check-ins, room readiness, and guest requests.
• Conduct regular property walkthroughs and ensure timely follow-up on identified deficiencies.
• Maintain effective key control, lost and found, guest privacy, safety, and security procedures.

Systems, Productivity & Operational Efficiency

• Utilize Hotel Effectiveness to manage daily staffing, scheduling, labor productivity, and performance against established departmental goals.
• Monitor productivity standards, labor hours, and room cleaning efficiency, implementing strategies to consistently meet or exceed productivity targets.
• Leverage Hotel Effectiveness reporting to identify labor variances, improve scheduling efficiency, and ensure staffing aligns with occupancy forecasts and business demands.
• Utilize HotSOS to monitor, assign, and follow up on guest requests, maintenance concerns, and housekeeping-related work orders.
• Leverage Hyatt's Heat Map, room inspection results, and operational reporting to identify opportunities for improvement.
• Ensure accurate room status reporting and timely resolution of discrepancies.
• Partner with Engineering to track outstanding maintenance requests, verify completion, and prevent rooms with unresolved deficiencies from being released for guest occupancy.

Guest Satisfaction & Cleanliness Initiatives

• Utilize HySat reporting and guest feedback tools to identify top priorities, recurring cleanliness concerns, and opportunities to elevate the guest room experience.
• Analyze guest satisfaction trends and cleanliness-related feedback to develop and execute targeted improvement plans.
• Partner with the Assistant General Manager and operational leaders to establish measurable cleanliness goals and monitor progress.
• Proactively address recurring guest concerns through enhanced inspections, colleague training, and operational follow-through.
• Champion Hyatt brand standards and AAA Four Diamond cleanliness and presentation expectations.
• Respond promptly to guest concerns, ensuring effective service recovery and appropriate follow-up.

Laundry Operations & Inventory Management

• Oversee the hotel's full-service laundry operations, including staffing, production, equipment performance, and quality control.
• Maintain appropriate linen and terry par levels to support occupancy and operational demands.
• Conduct and reconcile monthly linen inventories, ensuring accurate reporting, accountability, and linen loss prevention.
• Manage purchasing, inventory, and distribution of guest supplies, amenities, cleaning products, linens, and housekeeping equipment.
• Monitor supply consumption, purchasing expenses, inventory variances, and departmental cost controls.
• Ensure proper laundry procedures, chemical handling, equipment safety, and efficient production practices.
• Coordinate with Engineering on preventive maintenance and timely repairs of laundry equipment.

Team Leadership, Training & Third-Party Staffing Management

• Lead, coach, train, and develop Housekeeping Supervisors, Room Attendants, Housepersons, Laundry Attendants, and other departmental colleagues.
• Conduct dynamic and engaging daily morning meetings to communicate operational priorities, reinforce service standards, provide targeted training, and establish a clear focus for the day and week.
• Establish a weekly housekeeping focus based on HySat feedback, 12-Point Inspection results, guest concerns, and operational opportunities, reinforcing key expectations through daily coaching and follow-up.
• Incorporate interactive training, colleague recognition, safety reminders, and best-practice sharing into morning meetings to promote engagement, accountability, and continuous improvement.
• Partner with third-party staffing vendors to ensure appropriate staffing levels, productivity, quality standards, and operational accountability.
• Monitor vendor staffing performance, attendance, labor hours, and compliance with hotel expectations.
• Prepare staffing schedules based on occupancy forecasts, productivity standards, and labor budgets.
• Review departmental payroll, labor expenses, and staffing efficiency to ensure financial accountability.
• Conduct regular training, performance evaluations, departmental meetings, and colleague recognition initiatives.
• Address performance concerns professionally and consistently in accordance with Avion Hospitality policies.
• Foster a positive, respectful, and accountable work environment focused on teamwork and operational excellence.

Financial Management & Administrative Responsibilities

• Manage departmental expenses, purchasing, and inventory controls in accordance with approved budgets.
• Maintain accurate purchase orders, invoices, inventory records, and departmental financial reports.
• Monitor labor productivity, supply costs, laundry expenses, and linen replacement needs.
• Identify opportunities to improve efficiency, reduce waste, and control expenses without compromising guest satisfaction.
• Complete required operational reports, inventories, schedules, and administrative responsibilities accurately and on time.
• Exercise independent judgment in daily operational decisions, staffing, resource allocation, and problem resolution.

Departmental Collaboration & Accountability

• Maintain strong communication with Front Office, Engineering, and other operational departments to ensure seamless room readiness and guest experiences.
• Conduct regular room and property inspections with Engineering to identify preventive maintenance needs and maintain room functionality.
• Ensure rooms are not released for guest occupancy until cleanliness, presentation, and maintenance standards have been verified.
• Provide regular updates to the Assistant General Manager regarding departmental performance, productivity, cleanliness trends, inspection goals, and improvement initiatives.
• Participate in leadership meetings, property inspections, and Manager on Duty coverage as assigned.
• Ensure compliance with Hyatt brand standards, Avion Hospitality policies, safety procedures, and applicable regulations.

Requirements

• Minimum 5 years of progressive hotel or related experience; or a 2-year college degree with 3 years of related experience; or a 4-year college degree with at least 1 year of related experience.
• Previous supervisory or management experience required, preferably in an upscale or full-service hotel.
• Experience managing housekeeping operations, laundry production, inventory, purchasing, and labor productivity.
• Familiarity with Hyatt systems, HotSOS, Heat Map, HySat, Hotel Effectiveness, 12-Point Inspections, or comparable hospitality operational tools preferred.
• Experience working with third-party staffing vendors preferred.
• Strong financial acumen, organizational skills, and attention to detail.
• Proficiency in Microsoft Office, spreadsheets, and hotel operational systems.
• Proven ability to lead teams, manage competing priorities, and make sound operational decisions.
• Excellent communication, problem-solving, and colleague development skills.
• Ability to remain professional and effective in a fast-paced environment.
• Valid driver's license as required by applicable company policy.
• Flexibility to work varying schedules, including weekends and holidays based on business needs.

What Success Looks Like

• Consistently high room cleanliness and 12-Point Inspection scores.
• Consistent achievement of daily room inspection goals, with documented accountability for inspection quality, completion, and timely room release.
• Improved HySat cleanliness scores and reduced recurring guest concerns.
• Achievement or exceedance of Hotel Effectiveness productivity and labor efficiency goals.
• Timely room readiness with verified cleanliness and operational functionality.
• Effective utilization of HotSOS, Heat Map, and Hyatt housekeeping processes.
• Accurate month-end linen inventories and effective purchasing controls.
• Efficient, cost-conscious full-service laundry operations.
• Consistent performance and accountability from hotel colleagues and third-party staffing partners.
• Effective daily morning meetings and weekly training priorities that strengthen colleague engagement, accountability, and guest satisfaction.
• Strong collaboration with Front Office and Engineering.
• A well-trained, engaged, and high-performing Housekeeping team.

Join Our Team

At Hyatt Centric Beale Street Memphis, exceptional hospitality begins with a clean, comfortable, and fully functional guest room.

We are looking for a leader who takes ownership, develops strong teams, leverages technology to improve performance, and consistently delivers operational excellence.

If you are passionate about hospitality, quality, and leading teams to success, we invite you to join our team.