Director of Housekeeping

Director Of Housekeeping

Inn at Bay Harbor is a Boyne Resorts property nestled on the shoreline of Lake Michigan. It is a place and experience that is Exactly Like Nothing Else.

Some perks of working full time year-round for Inn at Bay Harbor include:

• A free Golf Pass and Ski Pass for both you and your family
• Free Adventure Center privileges at both The Highlands and Boyne Mountain
• Up to 50% off at the various Boyne Resorts Restaurants
• 30% off Spa treatments at the Inn at Bay Harbor and Boyne Mountain
• Free Passes to Avalanche Bay Water Park at Boyne Mountain
• Discounts on Boyne Resorts lodging for Friends and Family
• Tuition Reimbursement
• PTO and Paid Sick Leave
• Health/Dental/Vision Insurance

The Director of Housekeeping is responsible for the overall cleanliness, appearance, and maintenance standards of guest rooms, public areas, and back-of-house spaces. This role leads the housekeeping department's staffing, budgeting, quality control, and vendor relationships to ensure consistently high-quality guest experience while managing labor and supply costs efficiently.

Key Responsibilities

Operations & Quality Control

• Oversee daily cleaning operations for guest rooms, corridors, public areas, and back-of-house
• Establish and enforce cleanliness, sanitation, and safety standards
• Conduct regular room and property inspections
• Manage lost and found procedures
• Coordinate with Front Office and Maintenance/Engineering on room status, out-of-order rooms, and repair needs
• Maintain a documented PAR system and vendor ordering schedule (suppliers, order frequency, quantities, and points of contact) for linens, chemicals, and amenities, ensuring supply continuity independent of any one individual
• Implement a structured quality inspection program to catch cleanliness issues before they reach guests, using inspection and guest feedback data (Medallia, NPS, BSA) to drive measurable improvement in cleanliness scores

Staff Management

• Recruit, hire, train, and schedule housekeeping staff
• Conduct performance evaluations and manage discipline/coaching as needed
• Develop training programs for cleaning procedures, safety protocols, and guest service standards
• Manage labor costs through effective scheduling and productivity standards (e.g., rooms cleaned per shift); build schedules that align staffing to forecasted occupancy and room-turn volume by day of week, proactively minimizing overtime and escalating staffing gaps to the Director before overtime is incurred
• Develop and maintain documented onboarding and training plans for new and seasonal staff so team members are set up for success from day one
• Conduct and document regular coaching conversations; actively develop supervisors and senior staff to build a leadership pipeline within the department

Budget & Inventory

• Develop and manage the department's operating budget
• Review and update the departmental budget tracker on a weekly basis (not solely at month-end), monitoring spend by category and confirming remaining budget availability before submitting purchase requests
• Proactively flag any anticipated budget overages to the Director of Lodging in advance, rather than after the fact
• Forecast and control costs for labor, linens, cleaning supplies, and equipment
• Manage inventory of linens, amenities, cleaning chemicals, and equipment, including establishing and maintaining a PAR system and inventory process for each category
• Negotiate with vendors and suppliers for contracts and pricing

Administration

• Maintain compliance with health, safety (OSHA), and labor regulations
• Track and report departmental KPIs (labor cost %, guest satisfaction scores, inspection scores); set measurable monthly goals for cleanliness and guest satisfaction feedback (NPS, BSA, Medallia) and address recurring feedback themes with targeted action plans
• Maintain current, accessible documentation of vendor relationships, ordering procedures, PAR levels, and standard operating processes so departmental operations continue smoothly through any staffing transition
• Manage chemical handling and safety data sheet (SDS) compliance
• Collaborate with other department heads on renovations, capital projects, and property-wide initiatives

Qualifications

Education & Experience

• Bachelor's degree in Hospitality Management or related field preferred (or equivalent experience)
• 5+ years of progressive housekeeping experience, including 2-3+ years in a supervisory/management role
• Experience with property management systems (PMS) such as Opera, and housekeeping software

Skills & Competencies

• Strong leadership and staff development skills
• Budget management and cost control experience
• Excellent organizational and time-management abilities
• Bilingual ability (often valuable given diverse housekeeping workforces)
• Knowledge of cleaning chemicals, equipment, and safety protocols
• Strong communication skills across departments and with ownership/corporate

Physical Requirements

• Ability to walk/stand for extended periods, climb stairs, and occasionally lift up to 25-50 lbs
• Flexible schedule including weekends, holidays, and varying shifts