Director of Housekeeping

Director of Housekeeping

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

• 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.
• 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 effective 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