Higashiyama Niseko Village, a Ritz-Carlton Reserve, is seeking an experienced Housekeeping Manager to lead our daily shift operations in one of Japan’s most breathtaking luxury resort destinations. In this role, you’ll oversee housekeeping, recreation/health club, and laundry operations, ensuring that every guest room, public space, and employee area meets the impeccable standards expected of a Ritz-Carlton property. You’ll manage budgets, inspect rooms, lead and develop your team, and ensure guest satisfaction at the highest level. If you have a passion for luxury hospitality and a track record of leadership in housekeeping, this is an opportunity to bring your expertise to a world-class team.
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About Higashiyama Niseko Village, a Ritz-Carlton Reserve
Nestled in the stunning landscapes of Hokkaido, Higashiyama Niseko Village is part of the exclusive Ritz-Carlton Reserve portfolio properties that offer rare and special luxury experiences in some of the world’s most remarkable destinations. Here, the Ladies and Gentlemen of The Ritz-Carlton create experiences so exceptional that long after a guest stays with us, the experience stays with them. Guided by our “Gold Standards” the Employee Promise, Credo, and Service Values—we believe that everyone succeeds when they are empowered to be creative, thoughtful, and compassionate. As a leader in this environment, you’ll play a crucial role in maintaining the excellence that has earned The Ritz-Carlton its reputation as a global brand leader in luxury hospitality.
Core Work Activities
Managing Housekeeping Operations and Budgets:
- Verify that guest room status is communicated to the Front Desk in a timely and efficient manner.
- Conduct daily inspections of guestrooms to ensure they meet luxury standards.
- Obtain lists of rooms to be cleaned immediately and prospective check-outs to prepare work assignments.
- Inventory stock to verify adequate supplies are available for daily operations.
- Support and supervise an effective inspection program for all guestrooms and public spaces.
- Understand the impact of department operations on overall property financial goals and manage to achieve or exceed budgeted targets.
- Verify all employees have proper supplies, equipment, and uniforms.
- Communicate areas needing attention to staff and follow up to ensure understanding.
- Supervise daily housekeeping shift operations and verify compliance with all policies, standards, and procedures.
- Participate in departmental meetings and consistently communicate clear messages regarding departmental goals.
Conducting Human Resources Activities:
- Use all available on-the-job training tools to train new room attendants and provide follow-up training as necessary.
- Establish and maintain open, collaborative relationships with employees, and verify they do the same with each other.
- Schedule employees according to business demands and track time and attendance.
- Verify employees understand expectations and parameters.
- Ensure property policies are administered fairly and consistently, with disciplinary procedures and documentation completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
- Supervise staffing levels to verify that guest service, operational needs, and financial objectives are met.
- Observe service behaviors of employees and provide constructive feedback.
- Verify employee recognition is taking place on all shifts.
- Participate in ongoing employee recognition programs.
- Solicit employee feedback, utilize an “open door” policy, and review employee satisfaction results to identify and address concerns.
- Participate in employee progressive discipline procedures as needed.
- Celebrate successes and publicly recognize the contributions of team members.
Ensuring Exceptional Customer Service:
- Set a positive example for guest relations in all interactions.
- Understand and embody the brand’s service culture.
- Participate in developing and implementing corrective action plans to improve guest satisfaction.
- Empower employees to provide excellent customer service.
- Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
- Respond to and handle guest problems and complaints with professionalism and care.
- Strive to continuously improve service performance.
Qualifications
Education and Experience:
- High school diploma or GED; 2 years experience in housekeeping or a related professional area.
- OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Required Skills and Qualities:
- Strong leadership and team management abilities.
- Excellent organizational and communication skills.
- Ability to manage budgets and understand financial goals.
- Commitment to maintaining the highest standards of cleanliness and guest satisfaction.
- Experience with inspection programs and quality control.
- Ability to train, motivate, and develop team members.
- Fluency in English; Japanese language skills are highly valued for this location.
Benefits and Perks
- Work at one of the world’s most exclusive Ritz-Carlton Reserve properties in the stunning natural setting of Niseko, Hokkaido.
- Take ownership of housekeeping operations and lead a team dedicated to excellence.
- Join The Ritz-Carlton and Marriott International, with access to career opportunities worldwide.
- Ongoing training and growth opportunities to enhance your leadership skills.
- At Marriott International, we celebrate diversity and create an environment where everyone feels welcome.
- Every day, you’ll contribute to creating unforgettable experiences for guests from around the world.
How to Apply
Ready to lead the housekeeping team at one of the world’s most prestigious luxury resorts? We’d love to hear from you. Apply through the platform where you found this listing.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Take the next step in your leadership career apply today and help us create exceptional experiences at Higashiyama Niseko Village.