Housekeeping Manager at InterContinental Chiang Mai The Mae Ping

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 pote