House Manager
Overview:
The House Manager is the hands-on leader of the Guest House’s rooms operation, overseeing front office, housekeeping and laundry, and engineering on the condition of guest rooms and public spaces. The House Manager owns the guests’ experience from arrival through departure and is a visible, on-the floor presence throughout the day, ensuring that every area of the house is clean, well-maintained, properly staffed and delivering service at the highest level, while managing labor and expenses to support department profitability.
Key Duties & Responsibilities:
- Lead the day-to-day operation of front office, housekeeping and laundry, and engineering, keeping all areas balanced and aligned around the guest experience.
- Be a visible, hands-on leader on the floor during peak arrival and departure periods, stepping in to support the team and resolve issues in real time.
- Create and execute rooms strategies that drive the hotel to exceed guest satisfaction, cleanliness standards and revenue goals.
- Ensure the guest experience is pleasant and positive from arrival through departure, and that guest requests are handled promptly and courteously.
- Anticipate guests' and associates' needs and respond promptly; always promote positive guest relations.
- Personally connect with VIPs, loyalty members, in-house groups and guests with special requests or arrangements.
- Investigate guest complaints about service and equipment, take corrective action, and follow up to ensure recovery.
- Analyze guest satisfaction scores and comments, build on what is working, and develop and execute action plans to close gaps.
- Complete a daily walk-through of guest rooms, lobby, back-of-house and public areas, and direct the appropriate team members to correct any deficiencies in cleanliness, condition or organization.
- Ensure the cleanliness and condition of each area meets hotel and brand standards and that inspections are carried out consistently.
- Partner with engineering on guest room and public space maintenance, preventive maintenance programs and out-of-order rooms to keep inventory available and in excellent condition.
- Verify room status reports, identify discrepant rooms, prioritize and update the status of departing guest rooms.
- Maintain complete knowledge of all hotel features and services, room types, rates, packages and promotions, daily arrivals, departures and availability, scheduled group activities, and VIP and special arrangements.
- Serve as Manager on Duty on a regular rotation, including evenings, weekends and holidays, and respond to operational needs across the hotel.
- Conduct and/or participate in daily line-ups and departmental meetings, and communicate key information across shifts.
- Ensure rooms associates, supervisors and managers are properly trained to standards, and that training is delivered consistently by designated departmental trainers.
- Coach and develop department managers and supervisors both personally and professionally.
- Ensure staffing levels are appropriate for both minimum and maximum occupancy, and schedule to forecast.
- Prepare monthly payroll and expense forecasts, and maintain control over variances in payroll, staffing and supply ordering as occupancy changes.
- Ensure an accurate inventory of housekeeping and front office amenities, supplies, standard guest room items and linen is completed at least twice a month.
- Ensure all rooms departments and associates consistently comply with fire and life safety codes, OSHA guidelines and hotel security procedures.
- Ensure associates comply with the standards of conduct, partner with Human Resources to resolve performance and disciplinary matters, and complete all associate and management reviews in a timely manner.
- Provide feedback on team performance to the General Manager.
- Document pertinent information in the department logbook and/or guest incident forms, and review open items and follow-up actions with the on-coming manager or supervisor.
- Monitor and follow through on all internal defect reports related to rooms.
- Respond to messages promptly.
Education and Experience:
- Bachelor's degree in a related field from an accredited university/college plus at least three (3) years of related experience; or high school diploma or equivalent plus at least five (5) years of related experience; or any equivalent combination of education and experience that provides the above skills, knowledge and abilities. Supervisory experience in front office and/or housekeeping required.
- Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel property management and housekeeping systems required.
- First aid certification as required. CPR certification desired. Other certifications as needed to remain in compliance.
- Working knowledge of front office, housekeeping and laundry operations, and of the laws and regulations related to these operations. Working knowledge of guest room maintenance and basic engineering practices preferred.
- Ability to work a flexible schedule, including evenings, weekends and holidays, and to stand and walk for extended periods while on the floor.
Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.