Floor Manager

Guided by our culture, The Calling, we create an environment enlivened by our employee value propositions: Enrich and be Enriched, Bring Your True Self, Curate the Extraordinary, and Leave Your Legacy. As champions of Relationship Hospitality, we cultivate a culture that fosters our values of innovation, passion, collaboration, ownership and transparency. We strive to Make the Place – creating a future where people and place enrich one another.

Position Overview

At Rosewood, we believe in creating A Sense of Place® for every guest. The Floor Manager is responsible for overseeing all Housekeeping Rooms operations, ensuring guest rooms, suites, corridors and related service areas consistently reflect the highest standards of cleanliness, luxury, comfort and personalized care. This position combines strong operational leadership with meticulous attention to detail, quality control and guest service. The Floor Manager leads the Floor Supervisors, Room Attendants and Housemen, acting as a coach, mentor and trainer, while ensuring efficient daily operations, effective communication and continuous development of the team.

Key Responsibilities

• Rooms Operations & Quality Control
  • Oversee all daily Housekeeping Rooms operations, ensuring efficient organization and execution of services.
  • Monitor room status, arrivals, departures, VIPs, special requests and operational priorities throughout the day.
  • Conduct regular inspections of guest rooms, suites, corridors, pantries and service areas to ensure compliance with Rosewood standards.
  • Ensure cleaning, turndown, amenities and room presentation consistently meet the property’s luxury standards.
  • Maintain a strong knowledge and understanding of LQA and Forbes standards, ensuring these are consistently applied throughout the Rooms operation.
  • Ensure guest rooms are released accurately and on time, coordinating closely with Front Office when priorities arise.
• Team Leadership, Coaching & Development
  • Lead, supervise and support Floor Supervisors, Room Attendants and Housemen.
  • Act as a coach, mentor and trainer, promoting professional growth, engagement and accountability.
  • Ensure daily briefings and shift handovers are effective and operational priorities are clearly communicated.
  • Monitor team performance, productivity and service standards, providing continuous feedback and coaching.
  • Support onboarding and training of new colleagues and identify ongoing training needs.
  • Foster a positive, collaborative and respectful working environment.
• Ensure guest preferences, profiles and special requests are accurately communicated and implemented.
• Handle and resolve guest complaints promptly and professionally, ensuring appropriate follow-up and service recovery.
• Anticipate guest needs and encourage the team to recognize opportunities for thoughtful personalization.
• Collaborate with Guest Services and other departments to ensure seamless, personalized experiences.
• Equipment, Supplies & Space Care
  • Ensure guest floors, Housekeeping pantries, linen rooms and storage areas are maintained clean, organized and operationally efficient.
  • Ensure sufficient linen, amenities, guest supplies and operational materials are available at all times according to established par levels.
  • Prepare and follow up on departmental requisitions amenities and Housekeeping supplies.
  • Follow up on maintenance issues, damages and out-of-order items in coordination with Engineering.
  • Conduct regular property walk-throughs with the Maintenance Manager, identifying maintenance needs within guestrooms, corridors, service areas and Housekeeping spaces and ensuring appropriate follow-up.
  • Ensure correct handling of Lost & Found items according to hotel procedures.
• Administration, Planning & Reporting
  • Oversee opening and closing procedures and ensure comprehensive handovers between shifts.
  • Ensure room status, guest profiles and operational information are accurately updated.
  • Maintain and review Housekeeping operational files, including deep cleaning, inventories, maintenance follow-up and departmental checklists.
  • Review daily staffing and assignments according to occupancy and operational needs.
  • Monitor productivity and support the efficient use of departmental resources.
  • Monitor stock requirements, upcoming operational needs and potential shortages, taking proactive action when necessary.
  • Prepare and review daily reports and communicate relevant information to Housekeeping leadership.
  • Participate in the Daily Calling meeting and other operational meetings as required.
• Professional Standards
  • Lead by example, maintaining a polished and profession