POSITION SUMMARY:

The Director of Housekeeping is responsible for directing and managing all Housekeeping Operations via planning, coordinating and supervising staff and services. Ensures the highest level of cleanliness and delivers outstanding guest satisfaction in an efficient and effective manner, consistent with Forbes 5 star standards.

PRIMARY RESPONSIBILITIES:

• Provides effective and efficient management of cleaning operations in all areas of the hotel.
• Leads a large diverse team of colleagues, Supervisors, Assistant Managers and Managers with a high level of motivation and accountability towards common goals.
• Ensures adequate staffing levels are maintained based on the operational needs and align with the manning budget, whilst achieving Forbes 5 star service levels.
• Works closely with Front Office and Property Services to ensure that rooms are blocked for maintenance and deep cleaning needs.
• Manages the day-to-day operation of the department efficiently and effectively, with the goal to maximize productivity and minimize operating costs
• Develop and implement a schedule for periodic deep cleaning of the guestrooms including marble care, carpet shampoo, high dusting, duvet and pillow cleaning, mattress rotation, etc. 
• Plan and prepare the execution of preventive maintenance program for public areas on an on-going basis in collaboration with Property Services.
• Develop and implement schedule for periodic cleaning of public area marble, carpet care, high dusting and deep cleaning
• Inspect signature suites for VIP arrivals and conduct inspections of guest rooms and public area to ensure cleanliness and product standards are maintained at the highest level.
• Responsible in the preparation of CAPEX, justification of CER and accrual of expenses in close cooperation with Hotel Manager and VP Hotel & F&B, ensuring targets are met and costs are effectively controlled 
• Oversee the Wardrobe operations ensuring that all staff have proper clean uniforms adhering to Forbes grooming standard.
• Oversee the outsourced laundry operation, ensuring that linens and terries are of the highest quality with enough stock to ensure smooth operations.
• Oversee contract cleaning services of the public areas, ensuring that cleanliness standards adhere to Forbes 5 star rating. 
• Responsible for the development and continuous improvement of Standard Operating and Emergency Procedures for all cleaning activities
• Create and implements recognition program aimed to motivate and reward high performing staff.
• Oversee that the staffing levels are maintained for each shift rotation to meet the cleaning demands and maintain Forbes five-star service standards
• Ensures all housekeeping employees adhere to the established SOPs and procedures of the company
• Ensures housekeeping staff adheres to all security procedures and practices and follow grooming standards
• Plans and executes the required flower arrangement needed in all areas of the hotel.

KEY PERFORMANCE INDICATORS:

• Rooms and public areas are cleaned and maintained in accordance with Forbes 5 star standards
• Guest satisfaction in relation to cleanliness is high, above 90%
• The organization's SOPs and standards are adhered to
• Duties and tasks are performed in a timely and accurate manner

QUALIFICATIONS:

Education / Experience

• At least 5 years as a Director of Housekeeping in a luxurious five-star hotel or resort.
• Proven experience in managing a team of 80-150 employees
• Degree or diploma in hospitality studies or related field

Skills / Competencies

• Fluent in both written and spoken English
• Ability to effectively use property management system and various other hotel systems such as Birchstreet, Workday and HotSos. 

• Responsible self-starter, capable of handling multi-faceted projects and of working under pressure
• Proactive and innovative problem solver
• Strong team building skills and can communicate effectively with all levels of employees
• Manage employees with positive "can do" attitude and flexible approach
• Has a high degree of integrity and strong leadership.
• Nurtures and develops employees while encouraging innovation
• Good personal grooming and presentation
• Good trainer, able to facilitate at all levels
• Is trustworthy, outgoing and highly motivated
• Motivates others to achieve business objectives and common goals

• Achieves agreed objectives and accepts accountability for results

PERSONAL COMPETENCIES

• Displays a high commitment to delivering results
• Leads others to achieve business objectives
• Communicates effectively
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable