The Director of Housekeeping is responsible for the organization, cleanliness and overall operation of the hotel’s rooms and public areas. This role manages the productivity and qualitative work of the housekeeping staff to ensure guests are provided with quality service in order to achieve maximum guest satisfaction.  At the same time, they are also responsible for promoting a safe environment, protecting property assets and minimizing departmental expenses. This position reports to the General Manager.

1. Develop a culture that promotes accountability, effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction.
2. Hire, train and hold managers accountable to deliver consistent cleanliness and service in the hotels operations to meet business plan commitments.
3. Ensure responsible financial management of the company’s assets at all times including revenue forecasting, labor management, and leading the monthly financial meetings and speak to financial results and explain any variances for your departments
4. Conduct daily visual inspection of your assigned areas of responsibility, assessing compliance to owner expectations, PHR standards, specifications and inventories and brand standards.
5. Execute the Operating Plans to ensure predictability and consistency. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis of evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans.
6. Ensure all Human Resource practices and policies are adhered to at properties with the Director of Human Resources to include recruitment, employment matters, training, etc.
7. Drive guest satisfaction by maintaining service quality standards; this is accomplished by completing regular property inspections, ensuring completion of Brand and Company training programs, and initiating corrective action as necessary.
8. Create a culture within Executive Committee with department heads and Corporate Support that maximizes performance through effective communication including meaningful Preshift, structured weekly one-on -ones, teamwork, and regular performance feedback and recognition. Communicate punctually and proactively with COO or MD as applicable on Business Plans, hotel performance, personnel changes, asset issues and any other significant concerns through structured. weekly 1-1 meetings
9. Assess each compliance to all standard operating procedures in weekly one on one meetings with direct reports. Assists in solving any operational shortcomings. Document findings from property visits and follow up to ensure that action items are promptly and effectively addressed.
10. Critically analyze all metrics (including but not limited to financial reports, Quality Assurance Inspections, Financial Audits, and Associate Turnover), assess actual performance to defined benchmarks, identify variances, and initiate corrective action.
11. Monitor performance to defined goals, provide regular feedback for all direct reports.
12. Ensure that SSI is documented and maintained for the department making recommendations to MD on all material changes.
13. Execute Reserve for Replacement (RFR)/Capital plans.
14. Ensure that all guest requests you receive are satisfied in a timely and efficient manner. Represents the company in handling complaints, arbitrating disputes or resolving grievances.
15. Works in conjunction with the Director of Finance and Managing Director to develop the annual budget for the Housekeeping department.
16. Evaluates staffing requirements and prepares work schedules weekly while adhering to budget goals.
17. Ensure compliance with accident/loss prevention programs, as well as health/sanitation standards and regulations to achieve a high level of cleanliness.
18. Documents and ensures adequate supplies and materials are in stock/to par and the department is operating according to budget.
19. Effectively leads and manages the overall operation of the department budget and controls the operating expenses.
20. Coordinates with the Director of Engineering for the timely reporting of work order and throughput to ensure all public areas are maintained to SSI and all rooms are to SSI and everything is working and available for sale.
21. Ensures that the property maintains all QA cleanliness and service standards.
22. Manages and inspects the cleaning of all guest rooms, public areas, F&B outlets, Culinary/kitchens, hallways, stairwells, grounds, pools, and offices.
23. Monitors the efficiency of the department and ensures that the Housekeeping staff performs their job functions to the hotel’s expected level of service.
24. Reviews internal management reports to include occupancy forecasts, night audit summary, payroll reports, labor reports, productivity results, and operating checkbook accounts.
25. Lead special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
26. Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.