E11EVEN- Director of Housekeeping

E11EVEN Club Hotel & Residences•Miami, FL

About The Position

The Director of Housekeeping leads the Housekeeping operation with precision, pride, and an uncompromising commitment to cleanliness, safety, and elevated service. This role ensures guestrooms, public areas, and back‑of‑house spaces consistently reflect the luxury standards and high‑energy lifestyle of E11EVEN Hotel & Residences. Responsible for delivering a flawless guest environment throughout every stay, this leader balances service excellence with operational discipline by driving efficiency, controlling expenses, and maximizing productivity. The role develops strong housekeeping leadership, sets clear expectations for performance and presentation, and partners closely with other departments to ensure the hotel operates seamlessly, safely, and at the highest level of quality.

Requirements

A minimum of three years of progressive experience in hotel operations or a related field is required, or a combination of education and experience that includes a four‑year degree with at least one year of related experience, or a two‑year degree with two or more years of related experience.
Prior supervisory experience is required, with proven experience working in a luxury or lifestyle hotel environment where elevated cleanliness standards, attention to detail, and guest expectations are paramount.
Proficiency in Microsoft Word and Microsoft Excel is required.
The ideal candidate demonstrates strong verbal and written communication skills and consistently interacts with guests and employees in an attentive, friendly, courteous, and service‑oriented manner reflective of a luxury hospitality brand.
The ability to actively listen, understand, and address concerns raised by guests and team members is essential, along with the ability to multitask, prioritize departmental responsibilities, and meet deadlines in a fast‑paced operational environment.
This role requires flexibility to work long hours as business needs dictate and the physical ability to perform medium work, including exerting up to 50 pounds of force occasionally and up to 20 pounds of force frequently to lift, carry, push, or pull objects.
Regular attendance is required in accordance with scheduling needs, including participation in Manager on Duty coverage, required meetings, and training sessions.
A polished professional appearance and adherence to grooming standards, including wearing a name tag, are expected at all times.
Strong problem‑solving skills are required, including the ability to anticipate operational challenges, identify productivity opportunities, evaluate complex information from multiple sources, and assist in implementing effective solutions.
The ability to maintain confidentiality, comply with Highgate standards, policies, and safety regulations, and support safe and efficient hotel operations is essential.

Responsibilities

Provides leadership to the Housekeeping team by coaching, counseling, and holding leaders and associates accountable to Highgate standards while fostering pride, ownership, and consistent performance.
Ensures ongoing compliance with Standard of the Week training by applying effective training practices that reinforce quality, safety, and service consistency.
Designs and maintains structured, proactive cleaning programs, including floor care, deep cleaning cycles, and mattress rotation, supported by clear position‑specific checklists that drive consistency and accountability.
Oversees all housekeeping equipment to ensure proper maintenance, safe usage, and operational efficiency, while enforcing full compliance with corporate risk management and chemical handling standards.
Maintains control of departmental inventory through accurate monthly, quarterly, and annual counts of guestroom supplies, amenities, and cleaning products, ensuring appropriate par levels and responsible cost management.
Oversees high‑volume room turns and peak operational periods, ensuring efficiency without compromising cleanliness, presentation, or guest safety.
Ensures consistent execution of departmental opening and closing procedures and manages external vendor relationships to support specialty cleaning and laundry services.
Oversees interviewing and hiring processes in partnership with Human Resources, ensuring Housekeeping leaders are selected, onboarded, and trained in accordance with Highgate standards.
Builds strong team morale through hands‑on leadership, structured training, and ongoing communication, reinforcing expectations and recognition across the department.
Conducts daily room inspections and regularly inspects guestrooms alongside supervisory staff to reinforce standards, provide on‑the‑spot coaching, and uphold accountability.
Ensures all VIP rooms are inspected prior to arrival and that guestrooms, public spaces, and back‑of‑house areas consistently reflect elevated cleanliness and safety standards.
Protects guest privacy and security through strict adherence to established procedures and reinforces confidentiality expectations across the department.
Partners with Engineering by submitting, tracking, and following up on work orders to ensure maintenance issues are addressed promptly and effectively.
Leads daily pre‑shift meetings to align room attendants and housemen on priorities, expectations, and guest needs for each shift. Reviews nightly room status by reconciling Housekeeping reports with the PMS and resolving discrepancies to maintain operational accuracy.
Manages labor scheduling and payroll processes in alignment with business forecasts, budget guidelines, and productivity standards, ensuring accuracy and fiscal responsibility. Maintains compliance with purchasing, invoicing, and financial controls to support sound departmental expense management.
Maintains consistent communication with Guest Services and other departments to support seamless operations and timely response to guest needs. Oversees departmental communication tools and protocols, ensuring professional use of radios, pagers, and communication etiquette at all times.
Coordinates large‑scale arrivals and departures, including group movements and major turn days, while monitoring out‑of‑order, out‑of‑service, discrepant, and show rooms.
Ensures special requests, VIP stays, accessible accommodations, and connecting rooms are managed with precision and attention to detail.
Oversees Lost and Found procedures and key control systems in compliance with Highgate requirements.
Reinforces the department’s contribution to overall guest satisfaction by aligning Housekeeping performance with Medallia results and continuous improvement goals. Reviews Housekeeping and Guest Request logs daily to identify trends, address concerns, and support proactive service recovery.