Housekeeping Manager at InterContinental Chiang Mai The Mae Ping
IHG · Thailand
Key Responsibilities
1. Inspire Incredible Guest Experiences
- Lead the Housekeeping team to create an environment where every detail contributes to an incredible guest experience.
- Ensure guest rooms, suites and public areas are immaculately prepared and reflect InterContinental’s luxury positioning and sense of place.
- Anticipate guest needs and encourage colleagues to create thoughtful and personalised moments beyond basic cleaning requirements.
- Ensure guest preferences, special occasions, cultural considerations and individual requirements are recognised and appropriately actioned.
- Give particular attention to VIPs, IHG One Rewards members, InterContinental Ambassador members, long-stay guests and guests celebrating special occasions.
- Personally follow up on significant Housekeeping-related requests, complaints or service failures.
- Coordinate timely and meaningful service recovery, ensuring that the guest feels heard, valued and cared for.
- Protect guest privacy, security and confidentiality at all times.
2. Housekeeping Operations
- Manage daily Housekeeping operations in accordance with hotel policies, brand standards, established SOPs and business priorities.
- Conduct daily briefings and communicate important guest, hotel and operational information to the team.
- Allocate colleagues according to occupancy, arrivals, departures, VIP movements, room status, special requests and business demand.
- Ensure guest rooms, suites, public areas, corridors, back-of-house areas and assigned facilities are cleaned and maintained to the required standard.
- Maintain a strong and visible floor presence throughout the operation.
- Ensure appropriate Housekeeping coverage across all guest-room buildings, floors, public areas, pools, separate compounds and other assigned facilities.
- Support the opening and closing of shifts and ensure complete handover between teams.
- Coordinate room-cleaning priorities with Front Office to ensure rooms are released on time.
- Investigate and resolve discrepancies between physical room status and the property-management system.
- Respond promptly to urgent operational requirements, guest requests and unexpected changes in business volume.
- Perform Manager-on-Duty responsibilities when assigned.
3. Quality and Luxury Brand Standards
- Conduct regular inspections of guest rooms, suites, public areas, pantries, linen rooms, storage areas and back-of-house facilities.
- Ensure that no room or area is released until it meets the hotel’s cleanliness, presentation, maintenance, safety and luxury-service standards.
- Maintain consistent attention to detail in room presentation, amenities, linen, lighting, scent, temperature and overall guest comfort.
- Monitor guest feedback, cleanliness scores, quality audits and service trends.
- Identify the root causes of recurring quality issues and implement sustainable corrective action.
- Support brand-standard audits, quality evaluations, hygiene inspections and internal operational reviews.
- Ensure that the hotel’s local character and sense of place are reflected appropriately in the guest experience.
- Continuously seek opportunities to elevate the Housekeeping experience and create extraordinary moments for guests.
4. IHG Service Culture and Colleague Experience
- Demonstrate IHG’s commitment to True Hospitality for Good through daily leadership, decision-making and colleague interaction.
- Create an inclusive working environment where colleagues have Room to Belong, Room to Grow and Room to Make a Difference.
- Treat every colleague with care, respect and fairness.
- Encourage colleagues to bring their personalities, ideas and local knowledge into the guest experience.
- Recognise and celebrate colleagues who demonstrate outstanding service, teamwork, initiative and attention to detail.
- Promote a culture in which colleagues feel confident to speak up, suggest improvements and take ownership of guest needs.
- Lead by example and demonstrate professionalism, integrity, accountability and genuine care.
- Build cooperation and trust across the Housekeeping team and with other hotel departments.
5. Productivity and Workforce Management
- Plan daily manpower deployment based on occupancy, room type, stayover and departure mix, service requirements, public-area coverage and colleague availability.
- Monitor rooms cleaned per Room Attendant, labour hours per occupied room, overtime, casual labour, absenteeism and other productivity indicators.
- Balance luxury-service delivery with productivity, payroll and cost-control requirements.
- Adjust staffing levels and work assignments according to actual business demand while maintaining minimum operational and safety coverage.
- Review rosters, schedules, attendance, leave and overtime in coordination with the Assistant Executive Housekeeper.
- Ensure work assignments are fair, achievable and aligned with the required service standard.
- Identify opportunities to improve workflow, reduce duplication and use resources more effectively.
- Provide the Executive Housekeeper and Assistant Executive Housekeeper with accurate operational and productivity information to support staffing decisions.
6. People Leadership and Development
- Lead, coach, motivate and support Housekeeping colleagues to achieve departmental and hotel objectives.
- Conduct effective daily briefings, on-the-job training and regular service-standard refreshers.
- Ensure that new colleagues receive a structured departmental orientation and sufficient operational training.
- Monitor colleague performance and provide timely, specific and constructive feedback.
- Participate in performance reviews, development planning, recognition, counselling and disciplinary processes.
- Develop supervisors and potential successors through delegation, coaching and exposure to broader operational responsibilities.
- Identify individual training needs and coordinate appropriate development support.
- Encourage continuous learning and help colleagues build meaningful careers with IHG.
- Monitor grooming, attendance, conduct and workplace behaviour in accordance with hotel standards.
- Address colleague concerns promptly and escalate significant employee-relations matters when required.
7. Interdepartmental Coordination
- Maintain close communication with Front Office regarding room status, arrivals, departures, VIPs, IHG One Rewards members, groups, room moves and guest requests.
- Coordinate with Engineering on room defects, preventive maintenance, deep-cleaning requirements and urgent repairs.
- Work with Security on lost-and-found matters, guest privacy, access control, suspicious circumstances and safety incidents.
- Coordinate with Laundry and Linen teams to maintain appropriate par levels and timely supply.
- Collaborate with Food and Beverage, Banqueting, Spa and other departments regarding events, promotions and operational requirements.
- Participate actively in operational meetings, morning briefings and other hotel meetings when assigned.
- Promote a “one hotel, one team” approach to solving problems and serving guests.
8. Linen, Uniforms, Equipment and Supplies
- Monitor the proper use, storage and control of linen, uniforms, guest supplies, cleaning materials, machinery and equipment.
- Maintain adequate stock levels without unnecessary over-ordering or waste.
- Support regular inventory counts and investigate unusual loss, damage or consumption.
- Ensure Housekeeping machinery and equipment are maintained in safe working condition.
- Coordinate the timely repair or replacement of damaged equipment.
- Ensure cleaning chemicals are correctly labelled, stored, diluted, handled and used.
- Promote responsible consumption, waste reduction and environmentally sustainable Housekeeping practices.
- Protect departmental and hotel assets through proper control and colleague awareness.
9. Financial and Commercial Responsibility
- Support the Executive Housekeeper and Assistant Executive Housekeeper in controlling payroll, overtime, casual labour, supplies, linen, uniforms, chemicals and operating expenses.
- Understand how Housekeeping productivity, room readiness and quality directly affect guest satisfaction, revenue, profitability and hotel reputation.
- Monitor departmental expenses against budget and recommend corrective action when required.
- Assist with budgeting, forecasting, purchasing requirements and capital-expenditure planning.
- Review consumption patterns and identify responsible cost-saving opportunities that do not compromise luxury standards, colleague safety or the guest experience.
- Ensure purchase requests, stock movements and departmental records are accurate and properly authorised.
10. Safety, Hygiene, Security and Compliance
- Ensure compliance with hotel policies, IHG standards, occupational health and safety requirements, fire-life-safety procedures and applicable laws.
- Conduct regular checks to identify hazards and ensure that corrective action is taken promptly.
- Ensure colleagues receive appropriate training in chemical handling, equipment use, manual handling, emergency procedures and personal protective equipment.
- Report accidents, injuries, hazards, property damage and security concerns according to hotel procedures.
- Ensure that master keys, access cards, guest belongings and lost-and-found items are securely controlled.
- Participate in emergency-response procedures, drills, investigations and business-continuity activities.
- Support the hotel’s responsible-business commitments and local community initiatives where appropriate.
11. Administration and Reporting
- Maintain accurate inspection reports, attendance records, training records, room-status reports, lost-and-found documentation and other departmental records.
- Prepare daily and periodic reports for the Assistant Executive Housekeeper and Executive Housekeeper.
- Analyse operational performance, guest feedback, productivity results, quality scores and recurring maintenance defects.
- Develop and follow up on action plans within agreed timelines.
- Ensure effective shift handovers and clear communication of outstanding operational matters.
- Carry out other reasonable responsibilities assigned by the Assistant Executive Housekeeper, Executive Housekeeper or hotel management.
Qualifications and Experience
- Thai nationality.
- Diploma or bachelor’s degree in Hospitality Management, Hotel Management or a related field is preferred.
- Minimum three to five years of progressive Housekeeping experience in an upscale or luxury hotel.
- At least two years of experience in a Housekeeping supervisory or management position.
- Previous experience with InterContinental, IHG Hotels & Resorts or another international luxury hotel brand is an advantage.
- Experience managing large room inventories, public areas, multiple buildings or complex hotel operations is an advantage.
- Strong knowledge of luxury Housekeeping standards, room inspection, linen control, cleaning systems and productivity management.
- Knowledge of hotel property-management systems, Housekeeping applications, Microsoft Office and operational reporting tools.
- Good command of spoken and written Thai and English.
- Knowledge of occupational health and safety, hygiene, chemical handling and fire-life-safety requirements.