The New Yorker, A Wyndham Hotel
Highgate Hotels is a premier real estate investment and hospitality management company recognized as an innovator in the industry. With a portfolio of global properties valued at over $20B and generating more than $5B in cumulative revenues, Highgate provides expert guidance through all stages of the hospitality property cycle, from planning and development to recapitalization or disposition. The company creates bespoke hotel brands and uses proprietary revenue management tools to maximize performance and asset value. Highgate operates from offices in London, New York, Dallas, and Seattle.
Compensation Type Yearly
Location The New Yorker Hotel, New York, NY. Located near the Jacob Javits Convention Center and Hudson Yards, with easy access to the revitalized West Side of Manhattan.
Overview The Housekeeping Manager ensures the operation of the Housekeeping Department with attentiveness, friendliness, efficiency, and courtesy, providing guests with quality service and a safe, clean environment while managing expenses and maximizing service levels.
Responsibilities
Employees must always be attentive, friendly, helpful, and courteous to guests, managers, and fellow employees.
Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner; follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline all Housekeeping personnel according to Highgate Hotel SOPs.
Ensure compliance with Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
Maintain a regularly scheduled cleaning program (floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
Assist in maintaining and controlling all housekeeping equipment.
Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
Ensure that large guestroom turns are managed efficiently.
Ensure consistency with departmental opening and closing procedures.
Carry a pager at all times.
Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOPs.
Develop employee morale and ensure training of Housekeeping personnel.
Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.
Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.
Ensure that public areas, guest rooms, and back‑of‑house areas are cleaned to Highgate Hotel standards.
Assist in maintaining required supplies for all Housekeeping and Laundry functions by ordering all needed supplies and amenities monthly or quarterly.
Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
Ensure guest privacy and security through correctly following Highgate Hotel procedures.
Monitor work orders and submit to Engineering according to hotel procedures; follow up on work orders to ensure completion.
Conduct pre‑shift meetings for room attendants and housemen.
Respond to emergency situations using information contained in MSD sheets; keep MSD sheets current and easily available.
Balance and clear room status nightly; compare the P.M. housekeeping report with the PMS room status report and resolve any discrepancies.
Assist in reviewing Housekeeping staff’s worked hours for payroll compilation and submit to Accounting on a timely basis.
Assist in preparing employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
Maintain Highgate Hotel SOPs regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Ensure implementation of all Highgate Hotel policies and house rules; understand hospitality terms.
Ensure sign‑off of all Service Standards by Position competencies for Housekeeping staff.
Operate pagers and radios efficiently and professionally in communicating with hotel staff; ensure the proper use of radio etiquette within the department.
Manage and organize large turn days (including group check‑ins or check‑outs).
Monitor out‑of‑order, out‑of‑service, discrepant, and show rooms.
Maintain constant communication with Guest Services.
Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
Attend weekly staff meetings and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
Maintain and monitor “Lost and Found” procedures and policies according to Highgate Hotel standards.
Maintain key control system for house keys.
Ensure participation within department for monthly Highgate Hotel team meeting.
Focus the Housekeeping Department on their role in contributing to Guest Service and audit Scores.
Monitor all VIPs, special guests, and requests.
Review Housekeeping log book and Guest Request log daily.
Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
Use the telephone and computer system for reporting and verifying room status.
Record all valet laundry for valet cleaners; check and review incoming laundry at end of day to ensure all items have been returned.
Properly store, secure, and issue supplies as needed to meet business demands.
Ensure completion of regular maintenance and cleaning projects on a biannual basis.
Ensure overall guest satisfaction.
Qualifications
At least 2 years of progressive experience in a hotel or related field; or a 4‑year college degree; or a 2‑year college degree and 1 or more years of related experience.
Supervisory experience required.
Must be proficient in Windows, approved spreadsheets, and word processing.
Long hours sometimes required.
Medium work – exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Must effectively communicate verbally and written with all levels of employees and guests in a friendly, courteous, and service‑oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous, and service‑oriented manner.
Attend all required hotel meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
Maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts toward productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
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Compensation Type Yearly
Location The New Yorker Hotel, New York, NY. Located near the Jacob Javits Convention Center and Hudson Yards, with easy access to the revitalized West Side of Manhattan.
Overview The Housekeeping Manager ensures the operation of the Housekeeping Department with attentiveness, friendliness, efficiency, and courtesy, providing guests with quality service and a safe, clean environment while managing expenses and maximizing service levels.
Responsibilities
Employees must always be attentive, friendly, helpful, and courteous to guests, managers, and fellow employees.
Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner; follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline all Housekeeping personnel according to Highgate Hotel SOPs.
Ensure compliance with Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
Maintain a regularly scheduled cleaning program (floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
Assist in maintaining and controlling all housekeeping equipment.
Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
Ensure that large guestroom turns are managed efficiently.
Ensure consistency with departmental opening and closing procedures.
Carry a pager at all times.
Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOPs.
Develop employee morale and ensure training of Housekeeping personnel.
Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.
Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.
Ensure that public areas, guest rooms, and back‑of‑house areas are cleaned to Highgate Hotel standards.
Assist in maintaining required supplies for all Housekeeping and Laundry functions by ordering all needed supplies and amenities monthly or quarterly.
Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
Ensure guest privacy and security through correctly following Highgate Hotel procedures.
Monitor work orders and submit to Engineering according to hotel procedures; follow up on work orders to ensure completion.
Conduct pre‑shift meetings for room attendants and housemen.
Respond to emergency situations using information contained in MSD sheets; keep MSD sheets current and easily available.
Balance and clear room status nightly; compare the P.M. housekeeping report with the PMS room status report and resolve any discrepancies.
Assist in reviewing Housekeeping staff’s worked hours for payroll compilation and submit to Accounting on a timely basis.
Assist in preparing employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
Maintain Highgate Hotel SOPs regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Ensure implementation of all Highgate Hotel policies and house rules; understand hospitality terms.
Ensure sign‑off of all Service Standards by Position competencies for Housekeeping staff.
Operate pagers and radios efficiently and professionally in communicating with hotel staff; ensure the proper use of radio etiquette within the department.
Manage and organize large turn days (including group check‑ins or check‑outs).
Monitor out‑of‑order, out‑of‑service, discrepant, and show rooms.
Maintain constant communication with Guest Services.
Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
Attend weekly staff meetings and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
Maintain and monitor “Lost and Found” procedures and policies according to Highgate Hotel standards.
Maintain key control system for house keys.
Ensure participation within department for monthly Highgate Hotel team meeting.
Focus the Housekeeping Department on their role in contributing to Guest Service and audit Scores.
Monitor all VIPs, special guests, and requests.
Review Housekeeping log book and Guest Request log daily.
Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
Use the telephone and computer system for reporting and verifying room status.
Record all valet laundry for valet cleaners; check and review incoming laundry at end of day to ensure all items have been returned.
Properly store, secure, and issue supplies as needed to meet business demands.
Ensure completion of regular maintenance and cleaning projects on a biannual basis.
Ensure overall guest satisfaction.
Qualifications
At least 2 years of progressive experience in a hotel or related field; or a 4‑year college degree; or a 2‑year college degree and 1 or more years of related experience.
Supervisory experience required.
Must be proficient in Windows, approved spreadsheets, and word processing.
Long hours sometimes required.
Medium work – exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Must effectively communicate verbally and written with all levels of employees and guests in a friendly, courteous, and service‑oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous, and service‑oriented manner.
Attend all required hotel meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
Maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts toward productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
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