Luxury Housekeeping Manager - Forbes Five-Star Ops Leader

Carneros Resort and Spa; Napa (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Employee discounts

Job summary

Carneros Resort and Spa, set on a sprawling 28-acre property, seeks a Housekeeping Manager to lead a luxury team and ensure pristine guest rooms, public spaces, and amenities. In this role you will drive Forbes Five-Star standards, staff development, and operational efficiency across the resort.

You will plan, train, and supervise daily operations, conduct inspections, and collaborate with Front Office and Engineering to preserve the resort's exceptional guest experience.

Qualifications

• 3+ years of supervisory or management experience in luxury housekeeping or rooms operations.
• Experience in a resort environment with 100+ rooms and multiple outlets.
• Strong leadership, coaching, and interpersonal skills.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Supervisory experience

Leadership

Forbes standards

PMS familiarity

Bilingual English/Spanish

OSHA safety

Interpersonal skills

Tools

PMS

Job description

Carneros Resort and Spa, set on a sprawling 28-acre property, seeks a Housekeeping Manager to lead a luxury team and ensure pristine guest rooms, public spaces, and amenities. In this role you will drive Forbes Five-Star standards, staff development, and operational efficiency across the resort.

You will plan, train, and supervise daily operations, conduct inspections, and collaborate with Front Office and Engineering to preserve the resort's exceptional guest experience.