Director of Housekeeping

Responsible for all aspects of Housekeeping, in accordance with hotel and brand standards. Creates, implements and maintains a service culture and management philosophy which serves as a guide to Housekeeping team, the property and guests. Supervise, train and inspect the performance of staff members ensuring that all procedures are completed to the hotel’s standards. Assist where necessary to ensure optimum service to guests.

Consistently offer professional, friendly and engaging service

Ensure Accor & Fairmont core standards are implemented and audited for consistency

Develop and update Task Checklists and Standard Operating Procedures for all shifts and positions

Maintain all Hotel guest rooms, public areas, and heart of the house area, ensuring that the highest standards of cleanliness are met

Resolve guest complaints, ensuring guest satisfaction

Hire, train and lead housekeeping team to ensure a successful operation

Measure, interpret and evaluate teams’ working standards and correct where necessary

Always maintain complete knowledge of: status of hotel room count, group arrival, VIP’s, special events and knowledge of job responsibility of staff.

Oversee / create scheduling, performance, attendance, payroll and administrative duties as assigned.

Ensure effective everyday communications, including coaching and performance management

Create and maintain good working relationships within the department and with other departments such that a high level of morale is sustained

Control all purchases for the department and is consistently aware of quality and cost

Control department labor costs while ensuring effective scheduling, vacation planning and department productivity, including leased labor

Ensures effective utilization & productivity of all employees through staff planning, hiring & adhering to budget

Responsible for the annual budget and the annual linen requisition

Coordinate preventative maintenance programs with the Director of Engineering

Develop and execute capital expenditures with Director, Rooms.

Creates an environment that allows employees to achieve job fulfillment and provides a path for career development with the company. Develop strong teams through active involvement in the operations and through the development and support of a continually evolving team.

Conduct regular meetings with all external contractor companies to ensure Fairmont standards are consistently met, in a cost-effective and efficient manner.

Conduct regular Housekeeping Meetings to keep colleagues informed of policies and procedures, special events, further improvement plans and Guest comment

Keep informed of the housekeeping standards of competitor hotels

Conduct leader performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of housekeeping colleagues and leaders.

Provides Guidance and motivation to the Housekeeping Team. Establishes and communicates daily with the Housekeeping Team. A strong commitment to Colleague Satisfaction.

Controls and provides feedback on labor and operational expenses.

Interact professionally with individuals outside the hotel, such as suppliers, contractors, and competitors

Ensure that all departmental reports and correspondence are completed punctually and accurately

Monitor and audit all Health & Safety aspects of the various Housekeeping departments, ensuring all staff are fully trained and up to date on Health & safety issues regarding chemicals, equipment and hygiene.

Has ultimate responsibility and accountability for safety training of all department employees and for the overall accident record of the department. Is responsible for taking necessary proactive steps to reduce/eliminate employee accidents

To carry out frequent inspection tours in Guest rooms/Public areas to up-keep cleanliness – general repair – replacements as required.

Accept responsibility for carrying out other management duties as requested by the Director of Rooms.

Minimum of 5 years’ management experience in Housekeeping, preferably with a luxury hotel brand.

Knowledge of proper cleaning techniques and chemical handling, requirements and use of equipment.

Fluency in English both verbal and non-verbal. Provide legible communication.

Knowledge of financials with budget and forecast.

Ability to:

perform job functions with attention to detail, speed and accuracy.

prioritize and organize.

be a clear thinker, remain calm and resolve problems using good judgement.

follow directions thoroughly.

understand guest service needs.

work cohesively with co-workers as part of a team.

work with minimal supervision.

maintain confidentiality of guest information and pertinent hotel data.

ascertain departmental training needs and provide such training.

direct performance of staff and follow up with corrections when needed.

Working knowledge of Property Management system Opera a…