Director of Housekeeping

Benefits

Additional Information

The Director of Housekeeping is responsible for providing strategic leadership and operational oversight for guest room operations, turndown service, linen and laundry functions, and related service delivery in support of Forbes Five-Star standards. This position deputizes the Executive Director of Housekeeping and directs senior leaders and managers to ensure operational excellence, labor and financial performance, employee engagement, and consistent execution across large, complex teams. The role requires sound commercial acumen, strong cross functional leadership, and the ability to translate service expectations into measurable operational results that protect the guest experience and uphold the resort's brand standards. Job Responsibilities Specific tasks include but are not limited to directing housekeeping and laundry operations; leading inspections and service standards; managing labor, supplies, and budgets; supporting team development; and partnering with operational leaders to ensure an exceptional luxury guest experience. 1. Housekeeping Operations Leadership Responsible for providing strategic leadership and direction to managers, supervisors, and front-line team members across all housekeeping and laundry operations. Responsible for directing all aspects of housekeeping operations for guest rooms, suites, turndown service, linen control, laundry, and back-of-house support functions. Responsible for ensuring all areas are maintained to the highest standards of cleanliness, presentation, readiness, and luxury service execution. 2. Quality Assurance, Service Standards & Guest Experience Responsible for ensuring consistent execution of luxury service standards and cleanliness expectations in alignment with Forbes Five-Star requirements and resort brand standards. Responsible for establishing and monitoring inspection programs, quality assurance processes, and service recovery practices to protect the guest's experience. Responsible for ensuring maintenance issues are reported in a timely manner and liaise with Engineering regarding follow-up. Responsible for inspecting VIP guest rooms and inspecting rooms and corridors randomly on a regular basis to ensure excellent standards on cleanliness and maintenance. Responsible for providing and using the guest profile preferences information to its fullest potential. Responsible for ensuring all guest lost property is recorded, tracked, and kept as per company policy and procedure. Responsible for ensuring all guests' requests prior and during their stay is recorded and actioned timely and accurately. Responsible for addressing guest concerns, complaints, and operational challenges with urgency, professionalism, discretion, and sound judgment. 3. Labor, Financial & Operational Management Responsible for leading departmental budgeting, forecasting, labor strategy, payroll oversight, and productivity management to support service goals and fiscal discipline. Responsible for overseeing staffing models, scheduling strategies, and workforce deployment based on occupancy, VIP arrivals, group business, special events, and resort-wide operational demands. Responsible for managing inventories, linen par levels, operating supplies, equipment, and vendor-related resources to ensure efficiency, quality consistency, and cost control. Responsible for maintaining compliance with safety, sanitation, chemical handling, and regulatory requirements while promoting a culture of workplace safety and operational discipline. Responsible for arranging all pest control and deep cleaning programs. 4. Leadership, Culture & Team Development Responsible for leading recruitment, onboarding, training, coaching, performance management, succession planning, and professional development efforts for a large and diverse workforce. Responsible for building a high-performance culture that promotes accountability, employee engagement, teamwork, and recognition while reinforcing company values and service expectations. Responsible for maintaining confidentiality with respect to guest information, employee matters, and sensitive operational issues. Responsible for ensuring employees have the tools and resources necessary to serve guests effectively. Responsible for maintaining employee grooming, uniform and appearance standards. 5. Cross-Functional Partnership & Communication Responsible for partnering closely with Front Office, Engineering, Private Access, Food and Beverage, Florist, Security, and other departments to coordinate room readiness, maintenance follow-up, VIP needs, and seamless service delivery. Responsible for serving as an active member of the Hotel Division leadership team and contributing to broader operational planning, guest satisfaction initiatives, and service excellence strategies. Responsible for demonstrating knowledge of and compliance with company policies and procedures, supporting resort appearance and presentation standards, and performing other job-related duties a

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