Luxury Hotel Operations Director

Hotel Housekeeping Manager

This role oversees the day-to-day housekeeping operation of rooms, public areas, and laundry to ensure flawless service and cleanliness.

Manage the housekeeping team, assigning daily tasks and projects. Directly supervise team members, oversee public areas, and maintain departmental standards for impeccable cleanliness and personalized service. Conduct ongoing inspections and audits of suites, corridors, public spaces, and back of house areas. Perform daily audits using documented checklists aligned with industry criteria; supervise inspections with direct reports. Lead with hands-on supervision, provide constructive feedback, enforce policies and procedures, and ensure compliant operations.

Assist with interviewing, selecting, and training new colleagues; monitor progress and productivity; ensure training hours per company guidance. Address minor performance issues and document appropriate counseling for housekeeping colleagues. Finalize and approve daily/weekly rosters, staffing levels, and leave schedules in line with occupancy forecasts; maintain attendance records. Complete performance evaluations for direct reports and recommend promotions or salary adjustments. Maintain effective shift-to-shift communication for thorough handovers. Review hotel service log entries and supervise key control. Coordinate daily communications with related departments regarding room status, arrivals, VIPs, projects, and repairs. Work with the butler team on lost and found processes and inventory per standard operating procedure. Participate in departmental meetings and training; assist director of housekeeping with minutes and training records. Maintain par stocks for room linen, uniforms, guest items, and supplies; conduct daily/weekly/monthly inventories and report discrepancies. Liaise with outside contractors; assess quality and renewal viability. Assist director of housekeeping in preparing financial analyses, departmental reports, and budgets as directed.

Exceeding Guest Expectations Analyze and respond to guest feedback to exceed satisfaction; continuously improve products, services, and staff performance. Resolve guest complaints promptly and sensitively to maintain high satisfaction levels. Gather guest feedback through daily interactions and share relevant insights timely. Enhance products and services presented to guests; propose changes based on market trends. Support director of housekeeping in leading the housekeeping team with a customer-centric approach.

Management and Leadership Plan for future staffing needs and recruit in line with company guidelines. Conduct training needs analysis and implement programs to meet those needs. Conduct probationary and annual appraisals per hotel guidelines. Develop talent and manage performance; coach and counsel colleagues as needed. Establish productive work schedules compliant with local labor laws. Foster a collaborative leadership style with regular team meetings and service/system improvements. Provide ongoing mentorship and development through one-on-one sessions with direct reports. Ensure colleagues are aware of fire, evacuation, and health and safety procedures. Maintain efficient and consistent workflows within the department.

Required Skills and Qualifications A diploma or degree preferably in hospitality or a related field is essential. Minimum 7 years in the industry with at least 5 years in middle management roles. Experience in luxury hotel/resort environments is preferred. Competencies include fluency in English (written and spoken), additional languages an advantage. Working knowledge of Microsoft Office and Opera PMS is required. Discretion and sensitivity when dealing with guests and colleagues; continuously improve service. Problem-solving and decision-making abilities; adaptable to multicultural guest needs. Collaborative, enabling, and entrepreneurial leadership; career-focused and self-driven. Sense of urgency and prioritization skills.

Benefits Enjoy a 5-day work week. Duty meals provided. Colleague discounts and preferential rates at hotels. Flexible benefits including dental, optical, vacation expenses, and children's education. Medical and wellness benefits; comprehensive insurance coverage. Local and overseas career development opportunities. Learning and development opportunities.

Job Details This is a mid-senior level, full-time position in the hospitality industry. The job function is management and manufacturing. An ideal candidate will have strong leadership and problem-solving skills, excellent communication and interpersonal skills, and a passion for delivering exceptional guest experiences.

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