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.