Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston’s Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

Overview

The Senior Housekeeping Manager is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.

Responsibilities

· Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

· Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

· Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.

· Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.

· Ensure staff compliance to Forbes standards.

· Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.

· Assist in maintaining and controlling all housekeeping equipment.

· Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).

· Ensure that large guestroom turns are managed efficiently.

· Ensure consistency with departmental opening and closing procedures.

· Carry a radio/cell phone at all times.

· Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's.

· Develop employee morale and ensure training of Housekeeping personnel.

· Inspect rooms daily, and ensure that follow up on defficencies is addressed in a timely basis.

· Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.

· Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.

· Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.

· Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.

· Ensure guest privacy and security through correctly following Highgate Hotel procedures.

· Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.

· Conduct pre-shift meetings for room attendants and housemen.

· Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.

· Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.

· Manage the review of Housekeeping staff's worked hours for payroll compilation and submission to Accounting on a timely basis.

· Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.

· Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.

· Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

· Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.

· Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.

· Operate radios and other devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

· Manage and organize large turn days (including group check-ins or check-outs).

· Monitor out-of-order, out-of-service, discrepant and show rooms.

· Must maintain constant communication with Front Office.

· Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.

· Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.

· Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.

· Maintain key control system for house keys.

· Ensure participation within department for monthly Highgate Hotel team meeting.

· Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores.

· Monitor all V.I.P.'s, special guests and requests.

· Review Housekeeping log book and Guest Request log on a daily basis.

· Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

· Use the telephone and computer system for reporting and verifying room status.

· Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned.

· Properly store, secure and issue supplies as needed to meet business demands.

· Ensure completion of regular maintenance and cleaning projects on a biannual basis.

· Ensure overall guest satisfaction.

Qualifications

· At least five years of progressive experience in a hotel or a related field; or a 4-year college degree and 3 or more years of related experience.

· One year of Housekeeping Management experience in a luxury setting required.

· Three to Five years of hotel supervisory experience.

· Must be proficient in Windows, Company approved spreadsheets and word processing.

· Long hours sometimes required.

· Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

· Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

· Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

· Must be able to multitask and prioritize departmental functions to meet deadlines.

· Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

· Attend all hotel required meetings and trainings.

· Support Highgate core values: passion, innovation, integrity, ownership and community.

· Facilitate, prepare and attend weekly WIG meetings and track results.

· Participate in M.O.D. coverage as required.

· Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

· Maintain high standards of personal appearance and grooming, including wearing nametags.

· Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

· Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

· Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

· Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

· Must be able to maintain confidentiality of information.

· Perform other duties as requested by management.

· Maintain a warm and friendly demeanor at all times.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave (provided in accordance with applicable law)
Employee assistance program (EAP)
Educational opportunities / Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

8 paid holidays per year
Up to 20 days of paid vacation per year, based on classification and length of service
Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
Up to 20 days of paid vacation per year, based on classification and length of service
6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

8 paid holidays per year
Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions

Posting Date

This job opening was posted on 10/14/2026 and will remain open for at least 75 days.