Reports To: Director of Housekeeping
Classification: Exempt
Position Overview
The Housekeeping Manager at Carneros Resort and Spa is a strategic, hands-on leader who supports the Director of Housekeeping in overseeing the cleanliness, presentation, and guest readiness of the resort’s expansive 28-acre property. This includes guest cottages, public spaces, recreational facilities, and back-of-house areas.
This position requires exceptional attention to detail, a strong commitment to established procedures, and the ability to uphold Forbes Five-Star standards while ensuring consistency, efficiency, and excellence at every guest touchpoint.
The ideal candidate is passionate about luxury hospitality, excels at developing and inspiring teams, and has a proven ability to lead operational improvements within large-scale resort environments.
Key Responsibilities
Housekeeping Operations
- Assist in planning, organizing, and directing housekeeping operations across the entire property.
- Oversee the cleaning and servicing of guest rooms, suites, corridors, public areas, meeting spaces, recreational facilities, and back-of-house areas.
- Review housekeeping reports, occupancy forecasts, and daily room assignments provided by the Housekeeping Coordinator or Front Office.
- Ensure housekeeping attendants complete their assigned room credits and responsibilities by the end of each shift.
- Conduct regular inspections of guest rooms, public areas, elevators, restrooms, and back-of-house spaces to ensure established standards are consistently met.
- Ensure all guest rooms meet inspection standards for cleanliness, functionality, amenity placement, presentation, and maintenance condition.
- Ensure VIP rooms are prioritized and serviced in accordance with resort standards.
- Organize and lead daily housekeeping meetings and required training sessions in the absence of the Director of Housekeeping or as assigned.
- Assist with additional duties and projects assigned by the Director of Housekeeping.
Quality Assurance and Forbes Standards
- Maintain compliance with housekeeping brand standards, standard operating procedures, safety protocols, and Forbes Five-Star expectations.
- Track quality scores, guest feedback, and Forbes audit results.
- Assist in developing and implementing corrective action plans to improve service quality and operational performance.
- Identify preventive maintenance needs in guest rooms and public areas.
- Coordinate with the Engineering department to report maintenance concerns and ensure timely follow-up and resolution.
Team Leadership and Development
- Provide onboarding, training, ongoing coaching, and performance guidance to strengthen employee effectiveness and service quality.
- Supervise employee productivity, attendance, timekeeping, and adherence to company policies and procedures.
- Conduct performance evaluations and support corrective or disciplinary action when necessary.
- Promote teamwork, employee morale, accountability, and a safe and inclusive work environment.
- Assist with staff scheduling based on occupancy forecasts and operational needs, as delegated by the Director of Housekeeping.
Guest Service
- Conduct daily briefings to communicate room status, special requests, VIP arrivals, and operational concerns.
- Respond promptly and professionally to guest requests, including additional amenities, special room setups, and urgent cleaning needs.
- Address and resolve housekeeping-related guest concerns in a timely and professional manner.
- Follow up on guest complaints and implement appropriate service-recovery procedures.
- Ensure lost-and-found items are properly documented, stored, and returned in accordance with established procedures.
Interdepartmental Collaboration
- Collaborate closely with Front Office, Engineering, Reservations, Food and Beverage, and other departments to support seamless resort operations and an exceptional guest experience.
- Communicate operational concerns promptly and coordinate solutions with the appropriate department.
Inventory, Equipment, and Cost Control
- Assist in maintaining accurate inventory levels for linens, guest supplies, cleaning chemicals, and housekeeping equipment.
- Participate in monthly inventory counts and prepare purchasing or replenishment requests as needed.
- Monitor supply usage and implement cost-control measures to minimize waste.
- Monitor housekeeping equipment—including vacuums, carts, extractors, and laundry machinery—to ensure proper operation.
- Coordinate preventive maintenance and request equipment repairs or replacements as needed.
Safety and Compliance
- Follow and enforce all safety, sanitation, and chemical-handling procedures.
- Ensure cleaning chemicals are properly used, labeled, and stored in accordance with Safety Data Sheet (SDS) guidelines.
- Maintain compliance with applicable labor regulations, health and safety requirements, and environmental policies.
- Report to work on time, in a clean and professional uniform or attire that meets company dress-code standards, and prepared to perform all assigned duties.
Qualifications
- 3+ years of supervisory or management experience in luxury housekeeping or rooms operations, ideally in a resort environment of 100+ rooms and multiple outlets
- Proven ability to implement and maintain housekeeping systems, SOPs, quality standards, and efficient daily operations
- Strong leadership, training, coaching, and interpersonal skills with a proactive, hands-on, and team-oriented approach
- Knowledge of Forbes Five-Star standards, OSHA safety regulations, chemical-handling procedures, and environmentally responsible cleaning practices
- Excellent organizational, problem-solving, and time-management skills, with the ability to manage multiple priorities across a large property footprint
- Proficiency in hotel property-management systems (PMS), housekeeping software, and Microsoft Office
- Bilingual English/Spanish skills preferred
Physical & Schedule Requirements
- Ability to work a flexible schedule, including mornings, evenings, weekends, and holidays, based on occupancy and resort needs
- Ability to walk the property frequently across 28 acres and conduct in-person inspections throughout the day
- Ability to stand for extended periods and frequently bend, reach, kneel, push, and pull while performing essential job duties
- Must be able to lift up to 40 pounds and assist with linens, supplies, carts, or equipment as needed
- Ability to work in both indoor and outdoor environments and safely navigate stairs, pathways, and uneven surfaces
- Reasonable accommodations may be provided to qualified individuals with disabilities to perform the essential functions of the position
Total Compensation
- Competitive salary
- Health, dental, and vision insurance
- Retirement plan options with employer match
- Paid time off and holiday pay
- Employee discounts and perks