Crowne Plaza - Housekeeping Manager

Guest Experience

• Set, communicate and relentlessly maintain the cleanliness and presentation standards for all 153 bedrooms and suites, the Club Lounge, corridors, public areas, meeting and event spaces and back of house.
• Operate a structured room-checking and quality audit programme, with clear standards, documented results and quick corrective action where things fall short.
• Own the guest recovery process for housekeeping-related feedback — respond personally, resolve properly, and use what you learn to stop it happening again.
• Monitor and act on guest satisfaction data (Heartbeat/guest survey scores, online reviews and comment trends), turning cleanliness feedback into specific, measurable improvements.
• Anticipate rather than react: work from the forecast and events diary so rooms, turnarounds and public areas are ready ahead of arrivals, conferences and peak periods.
• Manage lost property, VIP and special-occasion set-ups, guest requests and amenity delivery to a consistently high standard.
• Ensure the team delivers service in the Crowne Plaza way — professional, warm, attentive and never intrusive.

RESPONSIBLE BUSINESS

• Take ownership of health and safety within the department: risk assessments, COSHH compliance, safe manual handling, correct PPE, equipment checks and accident reporting.
• Ensure full compliance with IHG brand standards, IHG Way of Clean and all cleanliness and hygiene protocols, and prepare the department for brand and quality audits.
• Deliver against IHG's Journey to Tomorrow and Andras Hotels' sustainability commitments — reducing water, energy, chemical and single-use plastic consumption and improving waste segregation and recycling.
• Manage linen and laundry operations responsibly, including the linen reuse programme, stock rotation and control of loss and damage.
• Keep accurate records — training logs, cleaning schedules, safety documentation, deep-clean programmes and audit trails — and ensure they stand up to inspection.
• Play an active part in the hotel's community, charity and colleague wellbeing initiatives.
• Uphold GDPR, security and key control procedures at all times, protecting guest privacy and hotel assets.

FINANCIAL

• Deliver against clearly defined monthly and annual KPIs for departmental payroll and expenses.
• Manage payroll to agreed productivity measures — minutes per room and hours per occupied room — flexing labour weekly against occupancy, groups and events without compromising standards.
• Control departmental expenses including guest supplies, cleaning materials, linen, equipment and consumables, through accurate ordering, disciplined stock takes and effective supplier management.
• Review performance against target regularly, explain variances clearly and take corrective action early rather than at month end.
• Contribute to monthly P&L reviews and forecasting with the Operations Manager and General Manager.
• Identify and deliver cost-saving and efficiency initiatives that don't compromise the guest experience or team wellbeing.
• Support the annual budget and capital planning process, including refurbishment, soft furnishing replacement and equipment renewal cycles.
• Manage out-of-order and out-of-service rooms proactively to protect sellable inventory and RevPAR.

ACCOUNTABILITY

• Head of Department for Housekeeping in a 153-bedroom, full-service, four-star hotel with extensive public areas.
• Reports directly to the Operations Manager and forms part of the hotel's Heads of Department team.
• Leads an in-house department comprising an Assistant Manager, a Housekeeping Supervisor, Housekeepers and Linen Porters.
• Accountable for achieving monthly and annual payroll and expense KPIs.
• Accountable for the cleanliness element of the hotel's guest satisfaction performance and for the department's brand standard audit results.
• Holds Duty Manager responsibilities on a rostered basis, deputising across the wider operation as required.
• Responsible for departmental compliance with health and safety legislation, IHG brand standards and company policy.

How do I deliver this?

We genuinely care about people, and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all Crowne Plaza hotels.

Crowne Plaza hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

We are an Equal Opportunities employer and welcome applications from everyone. We are happy to discuss any reasonable adjustments that candidates may need during the recruitment process.

Skills Needed

About The Company

Andras House Ltd is a leading property development and hospitality company based in Belfast, Northern Ireland. Established in 1981, the company has grown into a highly successful multi-million pound organisation with an extensive portfolio of office, hotel and leisure developments.

We are proud to be at the forefront of hospitality in