"Housekeeping Quality and Standards Manager"

Job Description Summary

The Division of Facilities and Real Estate Services (FRES) provides the expertise, business process, policies and standards required to plan, design, construct, operate, maintain and renew the physical assets of the University, excluding the health system. In addition, the Division, comprised of approximately five Departments, is responsible for the strategic planning, management and operation of non-academic University property, and collaborating with the neighborhood to create a safe and economically vibrant destination. With close to 12M square feet of space, FRES maintains 186 buildings on a campus of 276 acres, completes over 60,000 maintenance requests per year, and starts approximately 250 projects a year. FRES is comprised of the following Departments: Administration, Office of the University Architect, Design and Construction, Real Estate, Operations, and Maintenance.

The University of Pennsylvania is implementing a campus transformation entitled Penn Connects. This comprehensive, award winning effort is expanding the campus over the next 20 years, including the construction of new academic research and recreational facilities. In addition, the University has secured $300M in Century Bond funding and continues to upgrade existing facilities over the coming years. https://www.facilities.upenn.edu/

Job Description

The Housekeeping Quality & Standards Manager is responsible for ensuring consistent, high-quality cleanliness across all schools and centers on campus. This role conducts regular quality inspections, facilitates calibration tours, and maintains inspection data for management and key stakeholders. The manager supports hiring processes for housekeeping staff, oversees payroll auditing in collaboration with the FRES payroll team, and manages relationships with uniform and microfiber vendor.

Additional responsibilities include supporting Work Force Management/Workday administrative tasks, maintaining the union seniority list, and coordinating the housekeeping recognition program. The position works closely with the Housekeeping Operations Manager and Director of Housekeeping-who oversee a workforce of more than 500 union housekeepers and 53 contracted managers responsible for over 7 million cleanable square feet-to ensure service levels meet university standards and comply with the Collective Bargaining Agreement. This role reports directly to the Housekeeping Operations Manager.

Job Responsibilities

• Conduct comprehensive quality inspections across all shifts and campus buildings to ensure housekeeping services meet established standards, safety requirements, and performance expectations.
• Collect, track, and analyze inspection data to identify trends, deficiencies, and areas of excellence.
• Use findings to strategically focus inspections and support current housekeeping Key Performance Indicators (KPIs), driving continuous quality improvement.
• Analyze inspection and performance data to assess operational effectiveness and service quality.
• Prepare and present clear, actionable reports to the housekeeping management team.
• Monitor progress toward KPIs and recommend corrective actions or process improvements based on data-driven insights.
• Meet regularly with schools, departments, and campus centers to review inspection data, address concerns, and ensure service alignment with customer expectations.
• Attend customer meetings, facilitate inspection walk-throughs, and lead calibration exercises with management, customers, and frontline staff to ensure consistent quality standards and shared understanding of expectations.
• Manage the Housekeeping Recognition Program by collecting employee nominations, validating submissions, and coordinating review meetings.
• Facilitate the preparation and distribution of recognition letters and awards, promoting employee engagement, morale, and a culture of excellence.
• Oversee the housekeeping payroll process, including review and approval of timekeeping records.
• Ensure accuracy, compliance with labor policies, and timely submission of payroll information.
• Address discrepancies and collaborate with payroll and management teams as needed.
• Maintain regular communication with the microfiber and uniform vendor to ensure service quality, inventory accuracy, and timely delivery.
• Address service issues, review performance, and support continuous improvement in vendor-provided services.
• Provide ongoing operational support to the Director, assisting with departmental initiatives, problem-solving, and special projects.
• In coordination with the Director of Housekeeping and the Operations Manager, support the achievement of organizational goals, ensuring efficient operations and high-quality service delivery across the housekeeping function.
• Support hiring process for UPENN Housekeeping staff.

Qualifications

• Bachelor of Science and 3 to 5 years of experience or equivalent combination of education and experience is required.
• 5-7 years of housekeeping, property management or facilities management experience in a large setting or corporate campus, preferably an academic environment, dealing with client management, management team, and budgetary control preferred.
• Demonstrated experience conducting quality inspections, developing or applying service standards, and using inspection data to drive continuous improvement.
• Strong analytical and data management skills, including experience tracking, analyzing, and reporting performance and compliance metrics.
• Demonstrated experience working with in-house unionized workforce and in managing service contracts is required as are excellent internal and external customer service skills.
• Proficiency with Microsoft Office and enterprise systems such as Workday, workforce management systems, and inspection or CMMS platforms.
• Demonstrated excellent verbal and written communication skills and demonstrated ability to manage to multiple priorities simultaneously is required.
• Experience participating in or leading calibration and inspection tours with internal or external stakeholders.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Facilities and Real Estate Services

Pay Range

$64,500.00 - $95,500.00 Annual Rate

Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job's level. Internal organization and peer data at Penn are also considered.