Director of Housekeeping

Where Passion Meets Paradise At Fairmont Orchid, Hawaiʻi, we believe hospitality is more than a career. It is an opportunity to create meaningful moments, build lasting relationships, and share the spirit of aloha with guests from around the world. Set on 32 breathtaking oceanfront acres along the renowned Kohala Coast, Fairmont Orchid is an award-winning luxury destination where natural beauty, Hawaiian culture, and exceptional service come together to create unforgettable experiences. From our white sand beach and crystal-clear lagoon to our Spa Without Walls, world-class dining, championship golf, and authentic cultural programming, every day offers the opportunity to be part of something extraordinary. We are more than a luxury resort. We are a passionate team of hospitality professionals who take pride in delivering genuine, heartfelt service while honoring the traditions, culture, and people of Hawaiʻi. Here, your talents are valued, your contributions are celebrated, and your career aspirations are supported in an environment that encourages growth, creativity, and purpose. Why You’ll Love It Here At Fairmont Orchid, we recognize that our colleagues are the heart of our success. That’s why we are committed to creating an environment where you can thrive personally and professionally. What Is In It For You? Your wellbeing matters. Enjoy competitive medical, prescription, and vision benefits designed to help you and your family live healthier, happier lives. Protection for what matters most. We provide employer-paid life and accidental death & dismemberment insurance, with additional coverage options available for your ʻohana, giving you peace of mind for today and tomorrow. Build the future you deserve. Take advantage of our 401(k) retirement savings plan with company matching and invest confidently in your long-term financial goals. Live the Hawaiʻi lifestyle. Enjoy generous paid time off, including vacation and personal holidays, so you can recharge, explore, and make the most of life in paradise. Be recognized and rewarded. Performance and incentive bonus opportunities celebrate innovation, leadership, dedication, and the exceptional results you bring to our guests and resort. Experience the luxury you help create. Enjoy exclusive colleague discounts including 50% off resort dining, 50% savings at our Fairmont Store, and 30% off treatments at our award-winning Spa Without Walls. Discover the world with Accor. Unlock limitless travel possibilities through employee rates at more than 5,000 Accor hotels worldwide, along with special Friends & Family travel privileges. Nourish yourself throughout the day. Enjoy complimentary meals while working on property. Belong to something bigger. Join a collaborative, inclusive culture where authenticity is celebrated, diverse perspectives are valued, and every colleague is empowered to succeed. Grow without limits. Whether you’re looking to deepen your expertise, expand your leadership skills, or pursue new opportunities, you’ll have access to development resources and career pathways across one of the world’s leading luxury hospitality companies. More Than a Workplace At Fairmont Orchid, you’re not simply building a career, you’re becoming part of a legacy of exceptional hospitality, meaningful connections, and unforgettable experiences. Here, you’ll work alongside passionate professionals, inspire guests from around the world, and contribute to a culture rooted in aloha, excellence, and purpose. Come be part of something exceptional. Come share the spirit of aloha. Come grow your career where luxury, purpose, and paradise come together. Job Description The Director of Housekeeping provides executive leadership for all housekeeping, laundry, public area, and linen operations across the resort. This position is responsible for maintaining luxury hospitality standards while ensuring exceptional guest satisfaction, operational efficiency, financial performance, regulatory compliance, and team member engagement. The Director of Housekeeping establishes strategic direction for the department, develops service and cleanliness standards, manages operating budgets, leads large teams, and collaborates with all resort departments to create an exceptional and accessible guest experience. The Director serves as the property’s subject matter expert for housekeeping operations, cleanliness standards, inventory management, accessibility readiness, sanitation practices, safety compliance, and luxury guest service delivery. Essential Functions Guest Experience and Luxury Standards Ensure every guestroom meets luxury brand standards for cleanliness, presentation, and functionality. Maintain LQA, and brand inspection readiness at all times. Review guest satisfaction scores, online reviews, and quality metrics. Lead service recovery efforts related to housekeeping concerns. Partner with Front Office and Guest Services teams to anticipate guest needs. Ensure personalized amenities, VIP room setups, and special guest requests are delivered accurately. Partner with Front Office and Guest Services teams to anticipate guest needs. Maintain positive guest relations and ensure all guest interactions exceed expectations. Resolve guest concerns and service recovery opportunities promptly. Support and facilitate LQA training and other corporate mandated training to ensure consistent execution of brand and service standards. Conduct daily LQA audits, observations and coaching session, identify service gaps and follow through on correction action. Identify trends of guest concerns and help drive permanent resolution. Operational Management Direct all housekeeping operations including guestrooms, public areas, laundry, uniforms, and back-of-house spaces. Develop staffing and operational plans based on occupancy forecasts, arrivals, departures, and group business levels. Ensure guestrooms are cleaned, inspected, and released according to established room readiness standards. Review VIP arrivals, group resumes, special requests, and housekeeping priorities daily. Collaborate closely with Front Office to maximize room availability and inventory accuracy. Oversee preventative maintenance reporting and communication with Engineering. Ensure all linen, uniforms, and housekeeping supplies are maintained at established par levels. Monitor housekeeping productivity, service delivery, and room turnaround efficiency. Maintain complete knowledge of all resort accommodations, amenities, guest services, and operational priorities. Conduct regular inspections of guestroom floors, public spaces, meeting rooms, spa facilities, recreational areas, and employee spaces. Lead daily operations meetings and communicate departmental priorities to leaders and colleagues. Support high-volume periods, special events, group arrivals, and peak occupancy operations. Drive sustainability initiatives focused on water conservation, waste reduction, chemical usage, and linen management. ADA Compliance & Accessibility Ensure all ADA-compliant guestrooms and public areas remain accessible, functional, and guest-ready. Conduct routine inspections of accessible guestrooms and public facilities. Ensure accessible features including grab bars, shower seating, visual alarms, door hardware, notification systems, and mobility clearances are maintained. Partner with Engineering to promptly resolve ADA-related deficiencies. Ensure colleagues are trained on interacting respectfully and effectively with guests requiring accommodations. Support reasonable accommodation requests from guests and employees. Maintain compliance with all Federal, State, and Local accessibility regulations. Participate in accessibility audits and continuous improvement initiatives. Financial Responsibilities Develop and manage annual departmental operating and capital budgets. Forecast labor requirements based on occupancy and business demand. Monitor labor productivity, overtime, staffing efficiency, and payroll expenses. Control costs associated with: Housekeeping supplies; Guestroom amenities; Linen replacement; Uniform purchases; Laundry operations; Equipment maintenance; Contract services; Chemical usage Analyze housekeeping cost per occupied room and identify opportunities for operational efficiencies. Manage inventory control programs and reduce waste. Participate in annual budget planning and forecasting processes. People Leadership & Team Development Provide visible leadership and support throughout all housekeeping and laundry operations. Recruit, hire, onboard, train, and develop housekeeping leaders and colleagues. Establish performance expectations and accountability standards. Conduct performance evaluations and developmental coaching conversations. Lead succession planning initiatives and talent development programs. Coach leaders and colleagues on luxury service standards, cleanliness expectations, and guest engagement. Promote colleague recognition and engagement initiatives. Manage attendance, performance documentation, and corrective action processes. Conduct daily line-ups, shift meetings, and departmental communications. Foster an inclusive and collaborative workplace culture. Create development opportunities that support career growth and retention. Safety, Security & Compliance Maintain compliance with all OSHA, safety, sanitation, and chemical handling requirements. Ensure proper storage, labeling, and usage of cleaning chemicals and equipment. Respond to emergencies, accidents, and operational disruptions. Partner with Security and Risk Management regarding safety concerns and investigations. Promote injury prevention and safe work practices. Conduct workplace safety inspections and accident reviews. Ensure compliance with company policies, labor laws, health regulations, and operational standards. Supportive Functions Conduct guestroom and property inspections. Participate in VIP arrivals and special event planning. Manage housekeeping inventories and procurement processes. Coordinate deep-cleaning programs and special projects. Attend leadership, and operational meetings. Support hotel-wide initiatives and strategic planning efforts. Lead departmental participation in sustainability and environmental programs. Support cross-functional operations during peak business periods and emergencies. Qualifications Required Qualifications Associate degree or equivalent hospitality leadership experience. Minimum five (5) years progressive housekeeping leadership experience in a luxury hotel, resort, or comparable hospitality environment. Minimum three (3) years managing large housekeeping operations. Demonstrated experience leading teams of 50+ colleagues. Strong knowledge of housekeeping, laundry, linen, public area, and quality assurance operations. Experience with Opera PMS, HotSOS, Alice, or similar hospitality systems. Strong understanding of LQA, and luxury hospitality standards. Knowledge of ADA compliance requirements and accessibility best practices. Excellent leadership, coaching, communication, and organizational skills. Ability to analyze budgets, labor reports, productivity metrics, and operational performance. Strong problem-solving, guest recovery, and decision-making skills. The ability to think and respond quickly to pending problems and ability to effectively process information and prioritize tasks at hand. Strong communication, leadership and problem-solving skills. Preferred Qualifications Bachelor's Degree in Hospitality Management, Business Administration, or related field. Luxury resort experience. Union leadership experience. Multi-property or large resort operation experience. Certification in Hospitality Housekeeping Management (CHHE) or related professional designation. CPR and First Aid Certification. Additional Information Salary Range: $102,300 - $127,900 USD Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization. Your team and working environment: Join a collaborative team dedicated to delivering exceptional luxury experiences. You will work alongside passionate Heartists who support one another, anticipate guest needs, and bring our commitment to Make Special Happen to life every day. Be Part of Something Special: This is more than a job. It is an opportunity to build meaningful connections, inspire exceptional service, and become part of a legendary luxury hospitality brand. Fairmont Orchid is an Equal Opportunity Employer committed to creating an inclusive environment for all colleagues. Why Join Fairmont Orchid? At Fairmont Orchid, we recognize that our people are our greatest asset. We are committed to creating an environment where colleagues feel valued, supported, and empowered to grow. Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you’ll find exceptional work opportunities – throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific – as well as industry leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotel that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award‑winning Green Partnership Program. An exciting future awaits! Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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