Director of Housekeeping

Four Seasons•Orlando, FL

4d•Onsite

About The Position

The Director of Housekeeping is responsible for managing the operations of the housekeeping staff, promoting a safe environment, and maintaining quality service to achieve maximum guest satisfaction. This role oversees the overall leadership of staff and staff development, protection of assets and departmental expenses, and is responsible for the cleanliness of the entire hotel property. The Director of Housekeeping ensures that guest accommodations and all areas in the front and back of the house are maintained in a spotless condition at all times. The primary responsibility of this role is to ensure that Four Seasons standards are met through the effective training and management of our housekeeping team. This includes managing the working partnership with a fully outsourced 3rd party housekeeping and laundry team, meeting weekly to discuss productivity, staffing, and operational needs while upholding Four Seasons standards. The role also assures that the financial goals of the department are being met by monitoring and controlling labor expense and other divisional expenses such as Uniforms, Linen, Guest Supplies, Cleaning Supplies, and 3rd party staffing companies. Establishing and maintaining accurate inventory records, participating in periodic inventories, and recommending appropriate actions based on inventory results are also key functions. Additionally, the Director ensures equipment is properly maintained, prepares the annual budget for labor and operating expenses, and proposes items for the annual Capital Plan. The role also ensures the effective operation of the Laundry/Valet Department and assists the department when needed. Resolving customer complaints and handling all guest interactions with the highest level of hospitality and professionalism, while accommodating special requests whenever possible, is crucial. Some travel may be required for training, conferences, and special events.

Requirements

Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations.
Technical knowledge of Opera, HotSOS and Microsoft Office Application.
5-10 years experience with a diversity of Operational Rooms Division management positions.
Ability to speak and write English.
Fluency in other languages; Spanish preferred.
Excellent interpersonal relationship with positive attitude and ability to work cohesively as part of a team.
Experience working with 3rd parties and staffing companies preferred.
Ability to read and interpret business records and statistical reports.
Basic mathematical skills to interpret financial information to prepare budgets.
Ability to understand the government regulations covering business operation.
Confidently make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions.
Demonstrated ability to engage empathetically and professionally with the guests, clients, colleagues, and vendors, and find resolutions in high-pressure or sensitive situations.
Ability to plan and organize the work of others.
Public speaking.
Work Authorization in United States.

Nice To Haves

Spanish fluency
Experience working with 3rd parties and staffing companies

Responsibilities

Manage the operations of the housekeeping staff.
Promote a safe environment.
Maintain quality service to achieve maximum guest satisfaction.
Oversee the overall leadership of staff and staff development.
Oversee the protection of assets and departmental expenses.
Ensure the cleanliness of the entire hotel property.
Ensure guest accommodation and all areas in the front and back of the house are maintained in a spotless condition at all times.
Ensure Four Seasons standards are met through the effective training and management of the housekeeping team.
Manage the working partnership with a fully outsourced 3rd party housekeeping and laundry team, meeting weekly to discuss productivity, staffing, and operational needs while upholding Four Seasons standards.
Assure the financial goals of the department are being met.
Monitor and control labor expense and other divisional expenses such as Uniforms, Linen, Guest Supplies, Cleaning Supplies and 3rd parties and staffing companies.
Establish and maintain accurate inventory records.
Participate in periodic Linen, Uniform and Supplies Inventories.
Recommend appropriate actions based on results of inventory.
Assure that equipment is properly maintained.
Prepare annual budget for labor and operating expense.
Propose items to be included in annual Capital Plan.
Assure effective operation of the Laundry/Valet Department.
Assist the department when needed.
Resolve customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.