Director, Housekeeping

Key Duties and Responsibilities

Effectively communicate with the Executive Director Hotel Operations and Vice President Hotel Operations to ensure aligning strategic plans and implementation of priorities.

Ensure all team members are aware of all departmental objectives, standards and are kept informed of performance results.

Ensure all team members are following Resort Grooming Standards which reflects on brand image.

Ensuring that the overall resort appearance in terms of cleanliness and sanitation is in line with the resort standards and in line with DTCM requirements.

Be familiar with all DTCM standards as well as any changes in terms of requirements.

Be familiar with all Health and Safety requirements and ensure that they are adhered to in all areas of Housekeeping.

Adhere to policies and procedures of the organization.

Ensure that the Housekeeping Department adheres to the resort security policies to ensure that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by all team members.

Monitor all incoming Guest Satisfaction feedback (Trip Advisor, post stay surveys, external audits, MOD program) as well as comments to identify areas of improvement and establish appropriate action plans.

Drive the continuous adherence to the Forbes standards and ensure we achieve the highest scores.

Monitor Hotlync to ensure that all complaints are closed promptly aiming at guest satisfaction.

Liaise closely with Front Office to ensure rooms are ready for guests upon arrival and minimize waiting time.

Ensure that all V.I.P.s are checked prior to the arrival of the Guest for 100% readiness.

Ensure the daily coordination of laundry deliveries in and out of the hotel and carry out inspections at the outside laundry facility.

Assist the Executive Director Hotel Operations in all aspects of financial planning, forecasting, budgeting, and monthly profit and loss statement analysis of all direct report departments.

Monitor all the maintenance of housekeeping equipment and identify requirements for capex for the forthcoming year.

Continuously develop plans that control and reduce costs while maximizing efficiency and workplace productivity within assigned budgets and without affecting guest experience.

Oversee the labor planning to ensure productivity and adequate coverage delivering on guest expectations and satisfaction.

Monitor the Housekeeping budget and overall expenses and ensure that the cost per occupied room is kept as per budget or below.

Monitor the linen laundry cost and ensure we are in line with budget while looking at ways to reduce the overall laundry costs.

Establish a proper system to monitor all amenities and other operating supplies.

Ensure regular inventory is conducted for minibar items and operating supplies such as linen, chinaware, glassware, silverware, etc.

Establish regular walkthroughs for Guest Room and Public Areas with facilities to ensure upkeep at a high standard.

Ensure that all Preventive maintenance programs are conducted on a consistent basis.

Liaise closely with contracted companies such as Pest Control, external façade & window cleaning and other relevant vendors to ensure an effective program is constituted and maintained.

Ensure the Housekeeping Department is supportive of company sustainable initiatives.

Ensure regular monthly communication meetings and daily briefings are held within the departments.

Establish yearly departmental goals in line with the resort strategy and ensure they are monitored and achieved, reviewing them quarterly to adjust with an action plan and meet objectives.

Participate in the hiring process of new recruits and ensure we employ the best candidates, always creating pipelines of candidates to ensure vacant positions are filled efficiently.

Ensure that training plans are in place in line with areas of improvement identified.

Coach, counsel, and discipline staff, providing constructive feedback and mentoring opportunities to enhance performance and carry out any other job-related duties as requested by the resort.

Ensure that Policies and Procedures are constantly reviewed and updated and used as training materials. The policies and procedures should be compliant with ISO standards.

Be responsible for CES and drive action for CES to ensure the overall Housekeeping team’s well-being and welfare.

Review the performance management of the team and ensure they are guided and coached on areas of improvement and drive recognition plans to motivate the team.

Coordinate with the Executive Director Hotel Operations for all levels of colleague development and succession plans, ensuring fair career growth opportunities, team efficiency, diversity, and enhanced competencies and skills.

Ensure all colleagues are treated with dignity and respect, creating a healthy workplace environment and increased motivation levels.

Be flexible in working hours and scheduling as per resort requirements.

Carry out any other job-related duties as requested by the resort.

Skills, Experience & Educational Requirements

Two+ years successful experience in luxury 5-star hotel/resort, same position level or minimum Executive Housekeeper.

Strong interpersonal and leadership skills.

High level of adaptability and self-motivation.

Strong administrative skills.

Effective communication skills.

Effective leadership skills and a strong work ethic.

Excellent customer service skills.

Efficient, well organized, and able to handle a variety of duties simultaneously.

Professional manner, discretion, and appearance.

Excellent English verbal and written skills; multilingual is desirable.