Director of Housekeeping

Chetola Resort • Blowing Rock, NC

6d

About The Position

Chetola Resort is seeking a hands-on, results-driven Director of Housekeeping to lead our Housekeeping and Laundry teams with a relentless focus on Forbes-level cleanliness, service excellence, and consistency. This leadership role is responsible for ensuring that all guest rooms, public spaces, and back-of-house areas meet or exceed luxury hospitality standards every day. The Director of Housekeeping is both a strategic leader and operational presence, setting expectations, training teams, inspecting spaces, and modeling the service behaviors that define a world-class guest experience.

Requirements

• Prior housekeeping leadership experience within a resort or hotel environment is required
• Experience managing teams, schedules, inventory, and departmental budgets
• Strong computer and technology proficiency, including the ability to confidently use property management systems (PMS), housekeeping or inspection tools, scheduling and timekeeping systems, and standard business software (email, spreadsheets, reporting dashboards)
• Comfort working in technology-enabled operating environments, with the ability to learn new systems, follow digital workflows, and ensure accurate data entry and reporting
• Ability to interpret operational reports and use data to support staffing decisions, quality improvements, and performance management
• Strong communication skills and commitment to guest satisfaction
• Ability to work weekends, holidays, and variable schedules based on resort occupancy
• Ability to stand for extended periods and lift up to 50 lbs

Responsibilities

• Lead, inspire, and develop housekeeping supervisors, room attendants, and laundry staff
• Build and maintain a structured training program aligned with Forbes Travel Guide service, cleanliness, and presentation standards
• Conduct onboarding, refresher training, and ongoing skills coaching to ensure consistency across all shifts
• Set clear performance expectations and conduct regular coaching, feedback, and evaluations
• Foster a positive, accountable, and service-oriented team culture
• Oversee daily housekeeping operations across the Lodge, short-term rental Condominiums, and resort public spaces
• Ensure all guest rooms and public areas meet Forbes-level cleanliness, condition, and sensory standards
• Establish inspection routines, quality audits, and corrective action plans
• Ensure proper handling of guest belongings, lost and found, and in-room presentation
• Maintain safety, sanitation, and security protocols
• Create daily staffing plans based on occupancy, arrivals, departures, and special events
• Manage linen, amenity, and supply inventories with a focus on quality, sustainability, and cost control
• Monitor labor efficiency while protecting service standards
• Partner with leadership on budgeting, forecasting, and continuous improvement
• Leverage property management systems (PMS), housekeeping management tools, and mobile applications to manage room status, inspections, and task assignments
• Ensure accurate and timely updates of room readiness, out-of-order rooms, and special requests within system workflows
• Use scheduling, timekeeping, and HR systems to manage attendance, labor reporting, and compliance
• Analyze operational data and reports (e.g., productivity, inspection results, guest feedback, turnaround times) to identify trends and improvement opportunities
• Partner with Operations and IT to support system enhancements, process automation, and adoption of new tools that improve efficiency and guest experience
• Work closely with Front Desk, Engineering, and Operations to ensure seamless room readiness
• Serve as the escalation point for housekeeping-related guest concerns, resolving issues with professionalism and care
• Maintain accurate digital records related to inspections, room status, attendance, and compliance
• Partner with People & Culture on hiring, onboarding, training, and policy compliance
• Ensuring guest rooms, bathrooms, linens, and public areas meet luxury cleanliness and presentation standards without exception
• Identifying minor issues before they become guest-visible concerns (e.g., lighting, scent, alignment, wear, restocking, presentation)
• Holding teams accountable for consistency across buildings, room types, and shifts
• Personally inspecting spaces and coaching in real time to reinforce expectations
• Understanding that what guests notice—and what inspectors measure—often comes down to the smallest details, as outlined in Forbes Travel Guide standards

Benefits

• Competitive salary based on experience
• Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, supplemental coverage, PTO, and on-property perks

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 51-100 employees