Housekeeping Operations Lead – Guest Experience

Omni Hotels & Resorts; Chicago (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Omni Chicago Hotel is seeking an Assistant Director of Housekeeping to guide daily operations and mentor a dedicated team in our classically elegant property on the Magnificent Mile.

You will lead housekeeping and laundry functions, uphold Omni's service standards, manage staffing, training, safety, and cost controls, and partner with departments to deliver exceptional guest experiences.

Qualifications

• Minimum of two years of previous Housekeeping Management experience, preferably in a large, full-service hotel or resort.
• Experience overseeing guestrooms, public areas, and Laundry operations.
• Proven ability to lead and develop associates and leadership teams across multiple shifts.
• Strong knowledge of scheduling, labor management, productivity, payroll, purchasing, inventory, and cost controls.
• Strong computer and technical skills, including experience with online purchasing systems.
• Ability to analyze departmental performance and turnover trends and implement appropriate corrective actions.
• Strong communication, organizational, coaching, documentation, and conflict-resolution skills.
• Ability to manage competing priorities and work independently with minimal direction.
• Demonstrated initiative, accountability, sound judgment, and professional maturity.
• Ability to remain composed and solutions-focused during stressful and high-volume operations.
• Passion for delivering exceptional cleanliness and warm, personalized guest service.
• Ability to maintain a positive and professional demeanor when interacting with guests, associates, and leadership.
• Willingness to work flexible hours based on operational needs, including evenings, nights, weekends, and holidays.

Responsibilities

• Assist with the daily operation and leadership of the Housekeeping and Laundry departments.
• Ensure guestrooms, public areas, laundry operations, and back-of-house areas meet Omni Hotels standards and expectations.
• Ensure daily staffing, room assignments, inspections, room readiness, laundry production, and departmental projects are completed on schedule.
• Provide direction, coaching, training, and accountability to staff members
• Maintain a motivated and engaged team focused on exceptional service and cleanliness.
• Monitor departmental productivity, staffing levels, payroll, overtime, turnover, quality results, guest feedback, and operating expenses.
• Control Housekeeping and Laundry labor costs and work toward established payroll and productivity targets.
• Assist with scheduling and labor planning based on occupancy, arrivals, departures, and business levels.
• Monitor departmental inventories and amenity consumption to ensure adequate supplies while maintaining appropriate cost controls.
• Conduct regular inspections and ensure identified deficiencies are corrected and followed through to completion.
• Oversee laundry production, linen quality, linen levels, equipment needs, and the distribution of clean linen throughout the hotel.
• Monitor turnover trends and help implement corrective actions as needed.
• Address attendance, conduct, performance, and productivity concerns in partnership with the Executive Director and Human Resources.
• Assist with purchasing, receiving, invoice processing, online purchasing systems, inventory control, and departmental budget responsibilities.
• Maintain accurate departmental records related to payroll, attendance, inspections, training, inventory, productivity, and turnover.
• Collaborate with Front Office, Engineering, Human Resources, Purchasing, Accounting, and other departments to resolve operational issues.
• Track maintenance, equipment, safety, and facility concerns and ensure appropriate follow-up.
• Promote a safe working and guest environment and ensure compliance with established safety procedures.
• Assist with departmental meetings, daily stand-ups, training, safety initiatives, and special projects.
• Respond to guest concerns, support service recovery, and identify opportunities to prevent recurring issues.
• Promote a positive, professional, and service-focused work environment that delivers warm, engaging, and personalized guest service.
• Ensure compliance with company policies, Omni Hotels standards, safety procedures, and departmental guidelines.
• Exercise sound judgment and make operational decisions within established hotel guidelines.
• Perform other duties as assigned by senior management.

Job description

Omni Chicago Hotel is seeking an Assistant Director of Housekeeping to guide daily operations and mentor a dedicated team in our classically elegant property on the Magnificent Mile.

You will lead housekeeping and laundry functions, uphold Omni's service standards, manage staffing, training, safety, and cost controls, and partner with departments to deliver exceptional guest experiences.