Job Description

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 as assigned.

Qualifications

The Director of Housekeeping must possess exceptional leadership, communication, and organizational skills, with the ability to lead large teams and complex operations in a fast-paced luxury resort environment. The role requires strong business acumen, operational discipline, attention to detail, and the ability to consistently uphold elevated service, cleanliness, and presentation standards.

• Requires a minimum of five years of progressive housekeeping leadership experience in a hotel, resort, or luxury hospitality environment, including significant experience managing large teams and complex operations.
• Luxury hotel or Forbes-rated property experience strongly preferred.
• Must possess strong leadership, communication, coaching, and team development skills.
• Must have strong financial acumen, including experience with budgeting, forecasting labor, analyzing productivity, and controlling operating expenses.
• Must have strong problem-solving, decision-making, and service-recovery abilities.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Must be able to manage multiple priorities, work proficiently with deadlines, and perform effectively in stressful, high-pressure situations.
• Must have the ability to establish standards, inspect quality, and implement operational improvements that support guest satisfaction and service excellence.
• Must be able to build and maintain strong, positive working relationships with staff, leaders, and cross-functional partners.
• Must maintain the highest levels of confidentiality regarding guests, employees, and operational matters.
• Must set the standard for professional demeanor, appearance, and always conduct oneself with integrity and accountability.
• Must be able to work hours and days as required, with flexibility to support weekends, holidays, and varying operational needs.
• Requires proficiency in Microsoft Office including Outlook, Word, and Excel. Prior knowledge of Opera, HotSOS, Rex, and other hospitality systems is preferred.
• Knowledge of union and non-union work environments is preferred. • Must be able to satisfactorily communicate in English with guests, management, and other employees to their understanding. Additional foreign language, particularly Spanish, a plus. • Combination of education equivalent to graduation from high school or any other combination of education, training, and experience that provides the required knowledge, skills, and abilities. College degree preferred. • Must be 21 years of age or older.

Additional Information