Director of Housekeeping - TownePlace Suites

Job Description

Job Description

Director of Housekeeping

Location:

TOWNEPLACE SUITES BY MARRIOTT ® NEW YORK MANHATTAN/TIMES SQUARE

324 West 44th Street • New York, NY 10036

Pay Rate : $68,000/annual

SUMMARY:

The Director of Housekeeping at TownePlace Suites by Marriott is responsible for leading all housekeeping operations at the property, ensuring consistently clean, orderly, and guest-ready conditions throughout. A defining feature of this role is the oversight and management of a third-party housekeeping vendor and their contracted staff — requiring strong vendor accountability skills in addition to traditional departmental leadership. The Director of Housekeeping is accountable for quality standards, Marriott brand compliance, guest satisfaction, cost control, and the overall performance of the housekeeping function. This role reports directly to the General Manager and serves as a key member of the hotel’s leadership team.

RESPONSIBILITIES:

Third-Party Vendor Management

• Serve as the primary point of accountability for all third-party housekeeping vendor operations, ensuring contracted staff perform in full compliance with TownePlace Suites by Marriott brand standards and M&R operating protocols.
• Establish clear performance expectations, service level agreements, and quality benchmarks with the vendor; conduct regular reviews to ensure ongoing compliance.
• Coordinate daily staffing assignments and scheduling with the vendor’s on-site supervisor to ensure adequate coverage across all room types and public areas.
• Address vendor performance issues promptly and escalate to the General Manager and M&R leadership when contractual obligations are not being met.
• Maintain an effective working relationship with the vendor’s management team to drive continuous improvement in productivity, quality, and associate behavior.

Quality Assurance & Brand Standards

• Maintain room quality and cleanliness standards in full alignment with TownePlace Suites by Marriott brand requirements and M&R Hospitality Management expectations.
• Inspect or delegate inspection of all guest rooms, suites, and public areas cleaned by the vendor’s room attendants; ensure deficiencies are corrected before rooms are released to inventory.
• Develop and maintain a comprehensive inspection program for guestrooms and all public areas to ensure standards are consistently achieved and sustained.
• Develop and execute a deep cleaning schedule for all guestrooms, corridors, and back-of-house areas.
• Work proactively to achieve high cleanliness scores on all Marriott franchise quality assurance (QA) inspections; ensure the property is audit-ready at all times.
• Review guest satisfaction scores (GSS), comment cards, and complaint correspondence related to housekeeping; develop and execute action plans to address recurring issues.
• Stay current on advances in housekeeping best practices, products, and technology; recommend and implement improvements to methods and productivity.

Operations & Facilities

• Establish, maintain, and train all standards and procedures for cleaning protocols and safe working conditions within the housekeeping department.
• Initiate and implement process improvements to increase labor efficiency and the safe use of chemicals and equipment.
• Ensure all housekeeping and laundry equipment is maintained in proper working order; coordinate repairs and replacements as needed.
• Direct and lead the department in the submission of work orders; partner closely with the Chief Engineer to support the hotel’s preventative maintenance program.
• Recommend and follow through on guestroom renovation, refurbishment, and décor updates in coordination with the General Manager.
• Ensure compliance with key control procedures as they relate to the housekeeping department; maintain security of all housekeeping storage areas at all times.
• Enforce standard procedures for the acceptance, security, and return of all guest lost and found items.
• Maintain first aid kit supplies for use by employees and contracted staff within the housekeeping department.
• Perform housekeeping, laundry, and/or house person functions personally when necessary to maintain service levels.

Inventory, Supplies & Budget

• Maintain sufficient supplies and materials for daily department operations while managing inventory levels within established cost-control targets.
• Order, receive, and verify all supply shipments and department items based on approved quantities and pricing.
• Conduct regular inventory of all guestrooms, housekeeping closets, laundry room, and storage areas for linens, amenities, supplies, furniture, accessories, and equipment.
• Maintain productive working relationships with vendors and suppliers to ensure consistent quality and value.
• Assist the General Manager in the development of the department’s annual operating budget; monitor performance against plan and provide variance explanations as required.

Communication & Interdepartmental Coordination

• Communicate room status discrepancies to the Front Desk accurately and in a timely manner; ensure corrective action is taken.
• Communicate and ensure follow-through on all guest requests and complaints related to housekeeping.
• Collaborate with other department heads to provide information flow necessary for smooth hotel operations.
• Assist fellow department managers in the resolution of housekeeping-related guest experience issues.
• Conduct regular housekeeping department meetings with both direct staff and vendor representatives.
• Assure complete and accurate communication is maintained across all housekeeping staff and contracted team members.
• Immediately report any unusual activity, behavior, or appearances to the General Manager.
• Complete all daily and weekly housekeeping paperwork accurately and on time.
• Assist management with internal investigations as needed; complete MOD responsibilities as assigned.

Safety, Compliance & People

• Ensure full compliance with all Marriott franchise standards, OSHA programs, M&R policies, and applicable local regulations.
• Report all accidents and incidents to management immediately; provide modified work duty for associates recovering from work-related injuries.
• Practice and enforce safety standards at all times for both hotel associates and contracted housekeeping staff.
• Carry out supervisory responsibilities in accordance with M&R’s policies and applicable employment laws.
• For any directly employed housekeeping staff: participate in interviewing, hiring, training, performance appraisal, and disciplinary processes in partnership with HR.
• Follow all rules as outlined in the M&R Employee Handbook.
• Perform other duties as assigned by management, consistent with the capabilities of this role.

Education & Experience

• High school diploma or GED required; college coursework in Hospitality Management or a related field preferred.
• Minimum 3–5 years of progressive housekeeping experience in a hotel environment, with at least 2 years in a supervisory or management role.
• Prior experience managing or overseeing a third-party / contract housekeeping vendor strongly preferred.
• Familiarity with Marriott brand standards, QA inspection criteria, and GSS metrics preferred.
• Experience with hotel property management systems (Opera, FOSSE, or equivalent) and housekeeping management tools a plus.

Skills & Competencies

• Strong operational leadership with the ability to hold both direct and contracted staff accountable to consistent standards.
• Excellent organizational and time management skills; ability to manage multiple priorities across a full-service housekeeping operation.
• Demonstrated ability to read and respond to guest satisfaction data and implement corrective action plans.
• Sound financial acumen; experience managing departmental budgets, inventory costs, and labor productivity.
• Effective written and verbal communication skills; ability to interact professionally with staff, vendors, guests, and ownership.
• Bilingual abilities (English/Spanish or other languages) strongly preferred given the composition of housekeeping teams across the portfolio.
• Working knowledge of OSHA regulations, chemical handling safety, and hotel emergency procedures.
• Professional demeanor consistent with M&R and Marriott brand expectations.

M&R Hotel Management is committed to equal employment opportunity. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation. Associates or applicants who require a reasonable accommodation should contact the People & Culture Department.

Employment Eligibility Verification

M&R Hotel Management participates in the federal E-Verify program. All offers of employment are contingent upon successful completion of the Form I-9 employment eligibility verification process and confirmation of authorization to work in the United States.