Summary Description
Under the direction of the Director of Facilities, the Housekeeping Manager provides strategic, operational and administrative leadership for housekeeping services across the North and South Clubs during all operating hours. This position is responsible for maintaining luxury wellness-level standards of cleanliness and member readiness, developing and managing an effective staffing model, overseeing labor and supply budgets, and driving continuous improvement through consistent quality assurance, effective communication, comprehensive training and fair, timely performance management. The Housekeeping Manager directly supervises the AM and PM Housekeeping Operations Supervisors and provides indirect oversight of Area Leads, Housekeepers and temporary/seasonal staff.
Duties / Responsibilities
Department Leadership & Staffing
- Provides leadership, coaching and development to foster a high-performing, accountable Housekeeping team
- Ensures consistent cleanliness, presentation and member readiness standards throughout the interior and exterior areas of both Clubs
- Directly leads, develops and holds the AM and PM Housekeeping Operations Supervisors accountable for operational performance and team execution
- Develops and manages staffing and contingency plans to ensure appropriate coverage across both Clubs, accounting for operating shifts, member usage, seasonal demands, special events, absences and vacancies
- Develops and maintains a pipeline of permanent employees to support staffing stability and minimize reliance on temporary labor
Communication & Employee Accountability
- Ensures essential instructions, safety information, training, performance evaluations and corrective action are communicated in a language each employee understands
- Oversees the timely completion of performance evaluations for all Housekeeping employees
- Addresses performance and conduct concerns promptly through documented coaching, clear expectations and consistent corrective action in accordance with Woodside policies
- Maintains consistent radio communication while on-site and ensures appropriate leadership coverage of the MOD GroupMe when off-site
- Conducts quarterly department-wide meetings to reinforce expectations, communicate updates and support team engagement
Training & Quality Assurance
- Develops and maintains written and translated cleanliness, sanitation and service response standards for all operational areas across both Clubs
- Implements standardized inspection scorecards and conducts scheduled and unannounced inspections, including daily walkthroughs with Housekeeping Operations Supervisors and monthly property inspections with the Director of Facilities, ensuring timely correction and documented resolution of deficiencies
- Develops and maintains daily, weekly, monthly, quarterly and annual cleaning schedules, including floor care, deep cleaning and special projects, and provides weekly project updates to the Director of Facilities
- Oversees role-specific onboarding and cross-training across fitness spaces, locker rooms, spa and hydrotherapy areas, pools, outdoor spaces, food and beverage support areas, laundry operations, chemical and equipment handling, and member interaction
- Maintains a department-wide training matrix and verifies employee competency before assigning independent responsibilities
- Coordinates Housekeeping support for Club events, seasonal openings, event setup and breakdown, facility resets and urgent member-related operational needs
Administrative & Financial
- Manages the annual Housekeeping budget, including permanent and temporary labor, overtime, supplies and operating expenses
- Reviews permanent, temporary and overtime labor hours weekly, investigates variances and reports findings to the Director of Facilities
- Reviews and approves employee schedules, time-off requests, timekeeping adjustments and payroll submissions
- Monitors departmental performance metrics, identifies opportunities for improvement, implements action plans and reports progress to the Director of Facilities
- Oversees purchasing and inventory management for towels, chemicals, laundry products, paper goods, locker room amenities and other departmental supplies, ensuring appropriate stock levels and budget compliance
- Ensures cleanliness, organization and proper storage of departmental supplies, equipment and inventory
- Oversees the condition and maintenance of laundry and housekeeping equipment, ensures adherence to preventive maintenance schedules and coordinates necessary repairs or replacements with Facilities
- Ensures compliance with chemical handling and storage procedures, Safety Data Sheet (SDS) requirements, personal protective equipment (PPE), bodily fluid response, wet-area safety, incident reporting and applicable safety protocols
- Participates and fulfills all requirements set forth in the Continuing Education Curriculum (Woodside University) Program
- Complies with Club’s employee handbook manual, departmental policies and procedures and with all applicable federal and state employment laws
- Completes all other duties as directed/assigned
Qualifications
Job Standards
Any combination of education and experience providing the required skill and knowledge is qualifying. Typical qualifications would be equivalent to:
Education/Experience
- High school diploma or GED equivalent required
- Minimum of three years of progressive experience in housekeeping, environmental services, hospitality or large-facility cleaning operations preferred
- Minimum of three years of supervisory or management experience in a multi-shift operation preferred, including hiring, scheduling, employee development, performance management and budget oversight
Skills
- Demonstrates a growth-oriented mindset with a commitment to continuous improvement in departmental standards, processes and team performance
- Strong leadership and interpersonal skills with the ability to effectively manage, motivate and develop employees across multiple buildings, shifts and service environments
- Excellent verbal and written communication skills with the ability to interact professionally with members, employees and leadership
- Professional proficiency in Spanish strongly preferred; proficiency with translation technology required
- Strong labor planning, scheduling, budget management and cost analysis skills
- Effective inventory management, organization and tracking skills
- Proficiency in Microsoft Office applications and employee scheduling and timekeeping systems
- Strong member service skills with the ability to remain calm, professional and decisive under pressure
- Excellent organizational skills with the ability to prioritize competing responsibilities, manage multiple projects, meet deadlines and maintain attention to detail
- Ability to collaborate and coordinate effectively across multiple Club departments
- Strong critical thinking, independent judgment and problem-solving skills, including the ability to navigate unfamiliar situations
- Demonstrated ability to manage all aspects of employee supervision, including hiring, training, coaching, performance management and disciplinary action
Knowledge
- Comprehensive knowledge of commercial cleaning methods, chemicals, laundry operations, floor care, wet-area sanitation, safety protocols and quality assurance practices
- Thorough understanding of cleaning, maintenance and operational requirements for large, complex, multi-use facilities
- Knowledge of security procedures and processes
Licenses
- Valid Driver’s License - or Transportation to and from work and on occasion miscellaneous work-related trips of short duration
Special Requirements
- Regular and predictable attendance is required, generally requires extended hours beyond 40 hours per week on a regular basis
- Ability to work special events, promotions and other demands of the position which require early morning, late evenings and weekend hours
- Ability to move about the property occasionally which includes movement between buildings in various kinds of weather, including extreme heat and cold
- Visual acuity for computer work
- Ability to lift and move 30 pounds or more on a regular basis
Working/Safety Conditions
- Regular exposure to cleaning chemicals, disinfectants, wet floors, laundry operations, heat, humidity and varying indoor and outdoor conditions such as extreme heat and cold
- Work in locker rooms, showers, pool decks, hydrotherapy areas, storage rooms, construction-affected spaces and other active member environments
- Extended periods of standing, walking, bending, stretching and lifting