Director of Services

Marriott•Hilton Head Island, SC

15h•$82,000 - $104,000

About The Position

The Director of Services manages housekeeping functions and staff to ensure guest rooms, public spaces, and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club, and, if applicable, Laundry. The role directs and works with the team to execute housekeeping operations, improve guest and employee satisfaction, maximize departmental financial performance, and ensure standards and procedures are followed. The position oversees housekeeping operations and departmental costs, promotes exceptional customer service, and conducts human resources activities. It works closely with Front Office and leads staffing, budgeting, supply management, inspection, employee development, and performance efforts. Marriott International describes itself as an equal opportunity employer committed to a welcoming, inclusive, and non-discriminatory workplace. Westin’s brand mission is to support guests’ well-being while traveling and to encourage associates to embrace their own well-being practices.

Requirements

High school diploma or GED and 2 years of experience in housekeeping or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.

Responsibilities

Maintain a strong working relationship with Front Office to support effective communication about operational issues.
Obtain room-cleaning and prospective check-out or discharge lists to prepare work assignments.
Inventory stock and ensure adequate supplies.
Ensure guest rooms, public spaces, and employee areas meet operating standards.
Ensure compliance with housekeeping policies, standards, and procedures.
Establish and maintain an inspection program for rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, the garage, and grounds.
Supervise and approve budgeting and ordering of guestroom and cleaning supplies.
Educate staff about the department’s role in the property’s financial goals, as appropriate.
Manage operations to budget by reviewing operating statements, budget worksheets, and payroll progress reports.
Keep the Housekeeping team focused on operations that support guest satisfaction and financial results.
Manage controllable expenses and cost per occupied room to achieve or exceed budget goals.
Respond to and handle guest problems and complaints effectively.
Include guest satisfaction in departmental meetings, with a focus on continuous improvement.
Empower employees to provide excellent customer service.
Develop goals and expectations for direct-report managers.
Celebrate successes and publicly recognize team members’ contributions.
Review employee satisfaction results and address employee problems or concerns.
Communicate expectations, recognize performance, and achieve desired business results.
Administer property policies fairly and consistently.
Ensure disciplinary procedures and documentation follow Standard and Local Operating Procedures and support the Peer Review Process.
Establish goals and objectives for all areas of responsibility.
Direct staff toward continuous improvement in all areas of responsibility.
Interview and hire management and hourly employees with skills appropriate to business needs.
Manage progressive discipline procedures for employees in areas of responsibility.
Review staffing levels to ensure guest-service, operational, and financial objectives are met.
Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
Ensure employees are treated fairly and equitably.