Hotel Job Level: 7 – Department Head

Directly Reports to: General Manager

Assigned Department: Housekeeping

Key Responsibilities

Job Summary 

Under the general guidance of the General Manager, the Executive Housekeeper manages and oversees all the aspects of overall housekeeping operations which include guest rooms, public areas, laundry, and back-of-house areas.  Promotes the work culture around The Lind Hotels’ core values and adheres to the company’s policies and procedures.

Essential Duties and Responsibilities

• Ensure the provision of personalized service to guests, surpassing their expectations and maintaining high standards of excellence.
• Introduce and execute unique and personalized experiences to enhance guest satisfaction and create memorable stays tailored to their preferences.
• Lead, motivate, and inspire a team of housekeeping staff, fostering a positive work environment that encourages teamwork and collaboration.
• Supervise daily operations of the housekeeping department, including scheduling, training, and performance management, while ensuring adherence to established standards and procedures.
• Monitor and control housekeeping expenses, such as labor, supplies, and equipment, without compromising service quality and guest satisfaction.
• Assist in developing and managing the housekeeping department budget, including expense forecasting and implementing cost-saving measures while maintaining high standards.
• Effectively manage time and resources to ensure timely completion of tasks, assignments, and projects, while upholding attention to detail and quality standards.
• Lead by example and actively participate in housekeeping duties, setting a benchmark for cleanliness, organization, and attention to detail.
• Maintain a visible presence on the hotel floors, engaging with guests, addressing concerns, and ensuring a seamless and enjoyable experience throughout their stay.
• Serve as a role model and contribute strategically to the organization, participating in hotel-wide decisions and initiatives to enhance guest satisfaction and operational efficiency.
• Oversee the housekeeping department’s work, monitoring staff performance and ensuring adherence to work schedules.
• Arrange routine inspections of housekeeping areas with the Assistant Executive Housekeeper and section leaders.
• Maintain the highest standards of cleanliness and maintenance in guest rooms and public areas.
• Monitor inventory of cleaning materials and equipment, ordering necessary supplies as needed.
• Train new housekeeping staff and provide ongoing guidance and support to the team.
• Provide recommendations to the General Manager or designated personnel regarding the upkeep of furnishings, facilities, and equipment, ensuring cleanliness and good condition.
• Promptly and proactively address guest complaints or concerns, ensuring satisfactory resolution.
• Develop and implement efficient housekeeping policies and procedures to uphold high standards of work.
• Implement and enforce housekeeping procedures for guest and personnel safety, including lost and found service, key control, security and emergency protocols, and environmental practices.
• Collaborate closely with other departments to meet guest needs and ensure smooth hotel operations.
• Prepare and manage the department’s budget and expenses.
• Control and analyze department costs to ensure adherence to the budget.
• Perform additional duties as assigned by management.

Required Qualifications

Required Skills & Qualifications

• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Knowledge of Microsoft Office.  
• Strong attention to detail, organizational skills, and ability to multitask.
• Strong written and verbal communication skills.
• Knowledge of cleaning chemicals, proper storage, and disposal methods.
• Ability to work a flexible schedule, including weekends and holidays.

Experience

• A minimum of 5 years of experience in housekeeping management in an upscale hotel or resort setting.
• Experience in a 5-star or luxury resort.

Key Internal Relationships

• Hotel Employees
• Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.