POSITION SUMMARY:
The Housekeeping Quality Assurance Manager owns the cleanliness standard in every “Homes by Villatel” home at Davenport and is the single point of accountability for the performance of our third-party housekeeping and laundry partners. This role ensures homes are turned on time, cleaned to Villatel’s standard, and supported by a specialty care calendar that puts every unit on schedule for deep cleans, floor care, and detail work. This individual leads the rollout of any new cleaning program or change in standard, from writing the expectation through training the vendor and verifying execution in the field. This individual partners closely with Purchasing to ensure every item a guest touches inside the home is maintained, replaced on cycle, and presented according to company standards. This is a field-based role. Success is measured by on-time turns, clean inspection results, and homes that hold their condition over a full season.
JOB RESPONSIBILITIES:
Housekeeping Vendor Management
- Primary Point of Contact: Serve as the day-to-day owner of the housekeeping and laundry vendor relationships, holding both to their contracted scope, staffing commitments, and quality standards.
- On-Time Turns: Manage the daily board against arrivals and departures, confirming vendor staffing supports the turn count before the day starts and escalating coverage gaps early enough to protect the number of check-ins.
- Same-Day Recovery: Track turns in progress throughout the day, intervene the moment a clean is running behind, and coordinate with Dispatch and the MOD on reassignment or recovery.
- Performance Accountability: Document vendor misses, rework, late turns, and short bags; deliver that record to vendor leadership and the General Manager with the corrective action required and a deadline to close it.
- Vendor Training: Train vendor leadership and their teams on Villatel processes so the standard is understood and applied consistently across every crew, not negotiated home by home.
- Cross-Vendor Coordination: Manage the handoff between housekeeping and laundry; to ensure soiled linen leaves the property, and clean linen arrives on the schedule the turn requires.
Cleanliness Standards & Quality Assurance
- Arrival Walks: Walk arrivals daily to confirm every home is guest-ready before check-in, correcting or reassigning anything that does not meet standard.
- Inspections: Conduct scheduled and spot inspections across the portfolio, documenting findings in Breezeway with photo evidence.
- Guest Impact: Review cleanliness-related guest feedback and service recovery cases, tie them back to the responsible turn, and close the loop with the vendor.
- Ticket Management: Open, assign, and close cleanliness tickets in Breezeway, ensuring documentation is complete and accurate.
Specialty Care & Program Scheduling
- Deep Clean Calendar: Build and maintain the annual deep clean schedule so every unit receives its full treatment on cycle, sequenced around occupancy rather than left to availability.
- Detail & Seasonal Work: Own the schedule for windows, upholstery, pressure washing, and other periodic work, coordinating access and vendor timing without pulling homes out of inventory unnecessarily.
Program Leadership & Standards
- Change Management: Communicate standard changes to both the vendor and the internal team, confirm adoption in the field, and report on results.
- Continuous Improvement: Use inspection data, turn times, and guest feedback to identify where the program is failing and identify the fix moving forward.
Linen & Inventory Control
- Par Management: Maintain linen and terry par levels by home and unit type, and flag shortfalls before they affect turns.
- Inventory Accountability: Own the physical linen count and reconcile against plant and in-home inventory.
- Bag Reconciliation: Verify linen in and out against the documented process, photographing and reporting short bags immediately.
- Product Release: Control release of new linen product from delivery, ensuring every release is tied to a documented ticket and approval.
Purchasing Partnership & In-Unit Guest Items
- Condition Ownership: Own the condition of in-unit guest items, including linen and terry, kitchenware, small appliances, décor, and consumable amenities, ensuring homes are fully equipped and presentable at every arrival.
- Replacement Cycles: Work with Purchasing to establish and maintain replacement cycles for soft goods and guest-facing items, flagging wear before it becomes a guest complaint.
- Par & Stocking Standards: Partner with Purchasing to set and hold stocking standards by unit type and verify in the field that homes are stocked to those standards.
QUALIFICATIONS:
- A minimum of 3–5 years of housekeeping, quality assurance, or property operations experience, preferably in vacation rental, resort, or multi-unit residential environments.
- Demonstrated experience managing third-party vendors and holding them accountable to contracted standards.
- Experience writing or rolling out operational standards, SOPs, or training programs.
- Proficiency with property management and work order software (Breezeway) and working knowledge of Excel for scheduling and inventory tracking.
- Strong written and verbal communication skills, with the ability to deliver direct feedback to vendor leadership professionally.
- Highly organized and self-directed, with the judgment to prioritize independently in a fast-moving operation.
- Fluency in Spanish is required to assist in communicating and directing a diverse vendor workforce.
PHYSICAL REQUIREMENTS:
- This role is expected to perform the functions of the position with or without accommodation.
- Ability to walk, stand, bend, crouch, kneel, and climb stairs for extended periods throughout the workday.
- Ability to lift and carry linen bags and supplies up to 50 lbs.
- Ability to work in varying environments including offices, back-of-house areas, laundry facilities, and active residential homes.
- Must have a valid driver’s license and the ability to travel between homes and communities daily.
- Availability to work weekends, holidays, and peak turn days as the arrivals calendar requires.