Director of Housekeeping Operations

7 days ago

New York, New York, United States IHG Full time

Job Summary

This is a senior leadership role within the housekeeping department, responsible for overseeing the daily operations and ensuring the highest standards of cleanliness and service are maintained. The successful candidate will have a proven track record of managing a large team and driving business results.

Key Responsibilities

  • Manage the housekeeping and laundry operations to ensure product quality standards are met and optimum service is provided to hotel guests.
  • Control expenses within all areas of housekeeping and participate in the preparation of the annual departmental operating budget and financial plans.
  • Establish par levels for supplies and equipment, and replenish shortages and other business supplies as needed.
  • Interact with outside contacts, including guests, vendors, regulatory agencies, and other stakeholders to ensure their needs are met and issues are resolved.
  • Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies.
  • Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their respective job duties.
  • Promote teamwork and quality service through daily communication and coordination with other departments.
  • Monitor, coordinate, and execute the special needs and requests of VIP, repeat guests, and members of frequency programs.
  • Respond to guest complaints and special requests, and ensure corrective action is taken to achieve complete guest satisfaction.
  • Conduct pre-shift meetings and review all information pertinent to the day's activities.
  • Conduct comprehensive departmental meetings to include a review of procedures and events which warrant special handling and detailed information.
  • Manage the day-to-day activities of the housekeeping department, plan, schedule, and organize work to ensure proper coverage.
  • Develop and implement procedures for managing the quality of housekeeping and laundry services.
  • Schedule routine inspections of all guest rooms and public areas to ensure furnishings, guest rooms/suites, equipment, housekeeping and food and beverage linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction.
  • Ensure that employees are advised of deficiencies and instructed on corrective action.
  • May assist with deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods.
  • May serve as manager on duty as required.
  • May assist with other duties as assigned.

Requirements

  • High School Diploma or equivalent plus four years housekeeping/laundry experience preferably in a hotel of similar size and complexity and including supervisory experience.
  • Some college preferred.
  • Must speak fluent English.
  • Other languages preferred.
  • Ability to perform the following: carrying or lifting items weighing up to 50 pounds and pushing and/or pulling approximately 200 pounds.
  • Frequently standing up and moving about the facility.
  • Frequently handling objects and equipment to maintain the facility.
  • Frequently bending, stooping, and kneeling.
  • Communication skills are utilized a significant amount of time when interacting with others.
  • Reading and writing abilities are utilized often when completing paperwork and management reports.
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
  • Problem solving, reasoning, motivating, organizational, and training abilities are used often.
  • May be required to work nights, weekends, and/or holidays.

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