Director of Housekeeping

Highgate Hotels•Boston, MA

8d•Onsite

About The Position

The Director of Housekeeping is responsible for leading all aspects of the Housekeeping Department, including guest rooms, public areas, and back-of-house spaces. This role ensures the delivery of consistent luxury standards, a clean and safe environment, and an elevated guest experience, while maintaining strong financial controls and labor productivity. The Director of Housekeeping provides strategic and operational leadership to a large, unionized housekeeping team and works closely with Rooms Division leadership and other departments to support seamless hotel operations.

Requirements

At least 5 years of progressive experience in a luxury hotel or a related field; or a 4-year college degree and 3 or more years of related luxury experience
Prior Director-level leadership experience within Housekeeping required
Demonstrated ability to manage large teams in a fast-paced luxury environment
Working knowledge of labor scheduling, productivity standards, and payroll controls
Experience overseeing room quality, inspections, and preventive maintenance programs
Proficient in Microsoft Office and hotel systems (PMS, housekeeping platforms, reporting tools)
Strong organizational, communication, and leadership skills
Communicate effectively, verbally and in writing, with guests and all levels of employees
Maintain a professional appearance and demeanor at all times
Demonstrate strong problem-solving, organizational, and time-management skills
Maintain confidentiality of sensitive information
Attend all required hotel meetings and trainings
Participate in Manager on Duty coverage as required
Comply with all hotel policies, procedures, and safety standards
Perform other duties as assigned by hotel leadership

Nice To Haves

Experience leading unionized housekeeping operations preferred

Responsibilities

Oversee daily housekeeping operations for guest rooms, public areas, and back-of-house spaces
Ensure all areas are maintained to luxury brand and hotel standards
Lead daily room inspections and maintain a consistent quality control program
Inspect VIP and special-request rooms prior to arrival
Ensure accurate room status reporting and resolve discrepancies with Front Office
Monitor out-of-order, out-of-service, and discrepant rooms and coordinate resolution
Partner with Engineering on preventive maintenance programs and follow-up on work orders
Own housekeeping labor management, productivity standards, and scheduling
Prepare staffing plans aligned with forecasted occupancy and business levels
Monitor payroll, overtime, and productivity to ensure budget compliance
Control departmental expenses including supplies, linens, uniforms, and contracted services
Oversee linen and terry PAR levels, inventories, and loss prevention efforts
Participate in monthly and quarterly inventories for linens, uniforms, and supplies
Follow purchasing, invoicing, and accounting procedures in accordance with hotel standards
Lead, coach, and develop the housekeeping leadership team
Foster a respectful, accountable, and performance-driven work environment
Manage union relations in collaboration with HR, including coaching, corrective action, and contract compliance
Ensure proper onboarding, training, and ongoing development of all housekeeping staff
Prepare and deliver performance evaluations and formal feedback
Conduct departmental meetings and training sessions on a regular basis
Ensure housekeeping plays an active role in the overall guest experience
Respond to guest concerns in a timely and professional manner and ensure proper follow-up
Maintain constant communication with Guest Services and Front Office
Coordinate with other departments to support group arrivals, large turns, and special events
Monitor and act on special requests, VIP needs, and guest preferences
Ensure compliance with all federal, state, and local employment and safety regulations
Maintain proper key control, lost and found procedures, and security protocols
Ensure proper handling and storage of cleaning products in accordance with OSHA standards
Maintain accurate departmental documentation including schedules, inspections, inventories, and reports
Ensure all required payroll reports and activity logs are completed and submitted on time