Housekeeping Manager

ABOUT L’ERMITAGE BEVERLY HILLS
L’Ermitage Beverly Hills has been a sanctuary of elegance and discretion since 1975. An exclusive Five-Star, AAA Five Diamond, Two Michelin Keys property, we are committed to delivering world-class hospitality in an intimate and refined environment. Every team member contributes to the timeless experience that defines L’Ermitage and is committed to offering travelers excellence in hospitality.

As the Housekeeping Manager, you will oversee the housekeeping operations – including guest rooms, public areas, back of house spaces, laundry and minibar – ensuring an exceptional experience for all guests. Reporting directly to the Director of Housekeeping, this leadership role requires a dynamic individual who excels in guest satisfaction, operational efficiency, and team development. You will be responsible for maintaining the reputation of L’Ermitage as a premier destination for hospitality and excellence.

JOB SUMMARY:   

• Plan, organize, and monitor all aspects of the Department while working closely and supporting the Director of Housekeeping.
• Ensures the highest levels of cleanliness, sanitation, safety, and conduct are maintained throughout the hotel at all times.
• Conduct regular inspections of guest rooms and public areas to ensure cleanliness and maintenance meet hotel standards.
• Readily available at all times to deal with problems or guest/staff issues or concerns, using best judgement to resolve outstanding issues empathetically and in the best interest of both the guest and the hotel.
• Create effective, cost-efficient schedules based on forecast and budget.
• Performs inventory of the department, purchasing, reordering, and maintaining supplies/inventory.
• Coordinate with Front Office and Engineering to ensure seamless operations and guest satisfaction.
• Evaluates and reports maintenance issues relating to the condition of furniture, fixtures, and equipment.
• Delegate duties and projects with consistent follow-up.
• Maintain clean and organized work area.
• Promptly resolves any guest complaints or issues, records, stores, and disposes of all lost and found articles (items left in guestrooms).
• Oversee deep cleaning projects, special event setups, and seasonal maintenance programs.
• Uphold sustainability practices in product use and operational efficiency.
• Recruit, train, and mentor a dedicated team committed to delivering world-class service.
• Foster a culture of collaboration, empowerment, and continuous improvement within the Housekeeping Division.
• Responsible for onboarding and the development of departmental training and outcomes, issuance and adherence to uniform/appearance policy, time and attendance policy, operational standards and expectations, etc.
• Conduct regular performance reviews and provide constructive feedback to ensure team growth and satisfaction.
• Follow company guidelines for progressive disciplinary action, involving People + Culture team in all steps of process.
• Conduct daily shift briefings, developing topics to discuss such as operational focuses, safety issues, hotel activations and events, guest feedback, etc. Provide proactive communication of all standards to employees.
• Understand and use safe work practices for all safety precautions including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures.
• Attend meetings and training sessions as required.
• Comply with all policies as outlined in the Handbook, Property Supplement, or otherwise issued including time and attendance expectations, uniform and dress code standards, anti-harassment policy, and substances in the workplace.
• Other duties as assigned by Leadership.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain standing for up to 8 hours.
• Ability to walk the property frequently.
• Ability to move up and down stairs regularly.
• Ability to move quickly based on guest needs.
• Ability to regularly move and lift up to 50 lbs.
• Ability to use repetitive manual dexterity, such as typing, polishing, using hand tools, and fixing small items.
• Ability to visibly survey property areas clearly.
• Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours.
• Ability to communicate and exchange information effectively, often in a public/group setting.
• Ability to read, write, speak, and understand English.
• Ability to complete a satisfactory background check.
• Ability to work flexible hours based on business needs including midweek and weekend days.

TECHNOLOGY AND EQUIPMENT USED:

• Computer and Printer
• Microsoft Office, including Outlook, Word, and Excel programs
• Point of Sale Software/Ticket Printer
• Reservations Software
• Scheduling, Time Keeping, and Labor Management Software
• Accounting System (Invoice processing, Inventory, Forecasting)
• Phone/Tablet
• Radios/Walkies
• Timeclock
• Credit Card Processor
• Multi-line phone system

WORKING ENVIRONMENT:

• Work will primarily take place in a hotel and restaurant environment, in both guest-facing and employee back of house areas.
• Professional office environment.
• Group and solo work.
• Exposure to various hazardous chemicals, to be used only as instructed.

KEY SKILLS & EXPERIENCE REQUIRED:

• 3-5 years of housekeeping management experience in a luxury hotel/resort preferred.
• High School diploma/GED.
• Strong understanding of lodging operations; reservations, appropriate guest service etiquette, etc.
• Demonstrates natural leadership qualities with a positive, team-focused attitude.
• Available and willing to work flexible hours based on business needs including weekdays and weekends.
• Demonstrates strong communication, organizational, and problem-solving skills.
• Expresses sincere enthusiasm for the role and passion for guest services.
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.
• Proficiency in hotel management systems, Microsoft Office Suite and OPERA cloud.
• Passion for delivering personalized service in a sophisticated environment.
• Bilingual (English/Spanish) highly desirable.

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel.  The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.  The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

L’Ermitage participates in the Department of Homeland Security's E-Verify Program to verify the employment eligibility of all newly hired employees.