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