Director of Housekeeping

The Director of Housekeeping will manage the operations of the Housekeeping department assuring that guest rooms, public, member and employee areas meet the highest standards of cleanliness.

The ideal candidate will quickly be able to adapt to the brand, values, and culture of the company, evoking passion and excitement for the process in all involved, while providing an upbeat and positive client and team experience. Because we are a small team, we all wear many hats and are happy to roll up our sleeves and lend a hand whenever needed. Can-do attitudes and respectful inclusive outlooks are greatly valued and expected of all team members.

Reports to:                 General Manager

Direct Reports:         Housekeeping Teams

Responsibilities:

A. General:

• Manages the staff of the Housekeeping Department.
• Interviews, trains and schedules the staff.
• Conducts Performance Evaluations and disciplines staff when needed.
• Ensures communications and follow-up on any problems, guest requests or special requirements.
• Establishes detailed cleaning and preventive maintenance programs to ensure appearance and life of all furniture, fixtures and equipment.
• Sets and maintains high standards of cleanliness.
  Monitors staff's activities to assure that standards are being met, staff is being supported and guest needs are being met.
• Inspects all areas of responsibility daily.
• Works directly with outside contracted companies to assure quality and timeliness of work. Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Responds to all guest requests in an accurate and timely manner.
• Coordinates the housekeeping needs of hotel guests. Interaction with guest will be in person and by phone.
• Assures the financial goals of the department are being met.
• Monitors and controls labor expense and other divisional expenses such as Uniforms, Linen, Guest Supplies, Cleaning Supplies and Contract Services.
• Establishes and maintains accurate inventory records. Participates in periodic Linen, Uniform and Supplies Inventories.
• Recommends appropriate actions passed on results of inventory. Assures that equipment is properly maintained.

B. Culture:  

• Works with management teams to develop operational strategies that are aligned with Happier’s business strategy and brand standards.
• Champion Happier’s service vision for product and service delivery and ensure alignment and continuity amongst the various leadership teams.
• Communicate a clear and consistent message regarding departmental goals to produce desired results. 
• Performs other duties, as assigned, to meet business needs.

C. Recruitment – Team Development:

• Hire on-brand and culturally aligned team members
• Hire, train, supervise, coach Team members to provide consistency, diligent follow-through and direct accountability.
• Assist Leadership Teams in developing and supervising programs that promote a positive work environment for all employees, ensuring that all employment-related processes comply with local regulations.
• Rewards and reinforces key accomplishments.
• Ensures on-going staff development and assists staff in developing for various advanced positions
• Provides effective and ongoing direction to Leadership Teams regarding operational and procedural standards
• Prepare performance management evaluations.

D. Guest and Member Experience:

• Continuously strive to improve and maintain guest and member experiences; Actively engage with the member community.
• Maintains a system to review guest and member feedback with leadership team and verify that appropriate corrective action is taken.
• Respond to and handles problems and complaints when required.
• Stay visible and interfaces with guests and members on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Maintain and build trusted relationships with key customers, clients, partners, and stakeholders

E.  Team Management

• Mentor and develop the team of direct reports, managing work allocation, training, problem resolution, performance evaluation, and the building of an effective team dynamic.
• Responsible for building a highly inclusive culture ensuring team members thrive and organizational outcomes are met
• Ensure effective recruiting, onboarding, professional development, performance management, and retention
• Oversee training programs ensuring all O