Housekeeping Manager
IHG Holiday Inn Express & Suites Aurora
Position Summary
The Housekeeping Manager is responsible for the overall leadership, organization, and daily operation of the Housekeeping Department at IHG Holiday Inn Express & Suites Aurora. The position ensures that guest rooms, public areas, and back-of-house areas consistently meet IHG and Holiday Inn Express brand standards, while maintaining high levels of cleanliness, quality, safety, efficiency, and guest satisfaction.
The Housekeeping Manager provides leadership to the housekeeping team, manages departmental resources and budgets, oversees scheduling and training, conducts quality inspections, responds to guest feedback, and works closely with other hotel departments to deliver an exceptional guest experience.
Key Duties and Responsibilities
- Manage the strategic planning and implementation of the Housekeeping Department at IHG Holiday Inn Express & Suites Aurora.
- Maintain ownership and awareness of the departmental operating budget and ensure responsible use of labour, supplies, linen, and equipment.
- Ensure effective resource allocation, including staff scheduling, workload distribution, attendance management, and vacation planning.
- Establish departmental goals, performance measurements, and action plans that support hotel and IHG Holiday Inn Express standards.
- Recruit, select, train, coach, and develop an effective and engaged housekeeping team.
- Promote high employee morale through recognition, communication, coaching, teamwork, and removal of identified workplace barriers.
- Ensure all employees understand and consistently follow hotel policies, housekeeping procedures, and applicable IHG brand standards.
- Coordinate the delivery, installation, and placement of new furniture, fixtures, and equipment (FF&E) related to renovation and improvement projects.
- Maintain awareness of housekeeping and hospitality industry trends and implement appropriate enhancements to products, services, and operating practices.
- Track, investigate, and address all guest comments and concerns related to cleanliness, housekeeping, room condition, and service.
- Ensure guest rooms, public areas, and housekeeping services consistently meet established hotel and IHG quality standards through regular inspections and audits.
- Identify deficiencies and ensure corrective action is completed promptly and effectively.
- Develop, review, and update departmental job descriptions, policies, procedures, checklists, and Standard Operating Procedures (SOPs).
- Develop and maintain accurate records for guest room and public-area furniture, seating, bedding, equipment, and other assets, including items identified within five-year capital plans.
- Plan, organize, and monitor all deep-cleaning cycles and special cleaning projects for guest rooms and public areas.
- Ensure proper inventory control and availability of linen, terry, guest amenities, cleaning products, equipment, and other housekeeping supplies.
- Oversee effective employee performance management, including coaching, recognition, performance reviews, corrective action, and documentation.
- Monitor and maintain departmental health and safety programs, including WCB requirements, WHMIS training, safe chemical handling, and safe work practices.
- Ensure compliance with all applicable health and safety regulations and promote a clean, safe, and professional working environment.
- Communicate and coordinate effectively with the Maintenance Department regarding guest rooms, public areas, repairs, equipment, deficiencies, and preventative maintenance.
- Work closely with Front Office and other departments to ensure rooms are inspected, released, and maintained to the required standards.
- Conduct regular inspections of guest rooms, public areas, housekeeping storage areas, equipment, and work practices.
- Ensure housekeeping employees receive appropriate training in cleaning procedures, guest service, chemical handling, equipment operation, safety, and IHG standards.
- Actively participate in hotel-wide health and safety initiatives and promote a culture of accountability and continuous improvement.
- Adhere to and promote all hotel environmental policies, sustainability initiatives, and responsible resource-use practices.
- Support the hotel’s commitment to IHG’s service culture and guest experience standards.
- Maintain professional communication and positive working relationships with all hotel departments and management.
- Carry out any other reasonable tasks and responsibilities as assigned by hotel management.
Leadership Expectations
The Housekeeping Manager is expected to lead by example and demonstrate professionalism, accountability, fairness, teamwork, and strong communication. The Manager is responsible for creating a positive working environment while ensuring the housekeeping team consistently delivers the cleanliness, service, and quality expected by guests of Holiday Inn Express & Suites Aurora and IHG.
Performance Focus
Success in this position will be measured through:
- Guest satisfaction and cleanliness scores
- IHG quality evaluation results
- Housekeeping inspection results
- Compliance with Holiday Inn Express brand standards
- Departmental productivity and labour management
- Employee engagement, training, and retention
- Effective budget and inventory management
- Completion of deep-cleaning and preventative maintenance programs
- Health and safety compliance
- Timely resolution of guest concerns and housekeeping deficiencies
- Overall cleanliness and presentation of the hotel
Job Types: Permanent, Full-time
Pay: $50,000.00-$55,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- RRSP match
Experience:
- housekeeping Management: 2 years (preferred)
Work Location: In person
