Director of Housekeeping

Main Tasks and Responsibilities • Oversee the overall Housekeeping operation, ensuring the highest standards of cleanliness, presentation, comfort, and maintenance across guest rooms, suites, public areas, and other designated hotel spaces. • Develop and implement departmental strategies, operating procedures, and service standards in alignment with Four Seasons policies and brand expectations. • Lead, manage, and develop the Housekeeping team, including recruitment, training, performance management, succession planning, and employee engagement. • Establish departmental objectives and performance indicators to monitor productivity, service quality, operational efficiency, and guest satisfaction. • Develop and manage the Housekeeping department's annual budget, monitor operating expenses, control costs, and identify opportunities to improve financial performance without compromising service quality. • Ensure appropriate staffing levels and efficient scheduling to meet occupancy demands, forecasted business levels, and operational requirements. • Conduct regular inspections of guest rooms, suites, public areas, and other assigned spaces to ensure compliance with Four Seasons standards and identify opportunities for improvement. • Collaborate with the Front Office, Engineering, Laundry, Security, and other departments to ensure smooth daily operations and timely resolution of guest and operational concerns. • Monitor guest feedback and satisfaction scores, address complaints professionally, and implement corrective actions to enhance the overall guest experience. • Ensure the proper management, inventory, and control of housekeeping supplies, cleaning materials, linen, uniforms, and operating equipment. • Establish and maintain effective inventory control procedures to minimize waste, reduce unnecessary expenses, and ensure the availability of required supplies. • Ensure compliance with health, safety, hygiene, environmental, and chemical-handling requirements, as well as all applicable hotel policies and procedures. • Oversee the implementation of preventive maintenance and deep-cleaning schedules in coordination with Engineering and other relevant departments. • Drive continuous improvement initiatives to enhance service delivery, operational processes, employee productivity, and departmental performance. • Maintain effective communication with hotel leadership and other department heads to ensure alignment with the hotel's overall business objectives. • Promote a culture of accountability, teamwork, professional development, and continuous learning within the Housekeeping department. • Identify training needs and ensure that all team members receive appropriate training to perform their duties effectively and consistently meet Four Seasons service standards. • Ensure that all housekeeping operations are conducted with discretion, professionalism, and respect for guest privacy and confidentiality. • Support sustainability initiatives by promoting the efficient use of water, energy, cleaning materials, and other operational resources. • Prepare and present departmental reports, operational updates, budget reviews, and performance analyses to the Director of Rooms and hotel leadership as required. Knowledge and Skills • A bachelor's degree or equivalent qualification in Hospitality Management, Hotel Administration, or a related field is preferred. • Significant experience in Housekeeping operations within a luxury hotel environment, including leadership experience at a senior management level. • Proven ability to lead, motivate, and develop large teams while maintaining high standards of performance and employee engagement. • Strong knowledge of housekeeping operations, cleaning procedures, room inspection standards, public area maintenance, and inventory management. • Demonstrated experience in budgeting, cost control, resource planning, and departmental financial management. • Excellent organizational, planning, problem-solving, and decision-making skills. • Strong communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization. • Ability to analyze operational reports, guest feedback, productivity data, and financial performance indicators to support informed decisions. • Proficiency in computer applications and hotel operating systems relevant to housekeeping operations. • Excellent command of written and spoken English. • A strong commitment to guest satisfaction, service excellence, and the Four Seasons culture of genuine care. • Ability to work effectively in a fast-paced environment, manage competing priorities, and maintain operational excellence during periods of high occupancy. Knowledge and Skills • A bachelor's degree or equivalent qualification in Hospitality Management, Hotel Administration, or a related field is preferred. • Significant experience in Housekeeping operations within a luxury hotel environment, including leadership experience at a senior management level. • Proven ability to lead, motivate, and develop large teams while maintaining high standards of performance and employee engagement. • Strong knowledge of housekeeping operations, cleaning procedures, room inspection standards, public area maintenance, and inventory management. • Demonstrated experience in budgeting, cost control, resource planning, and departmental financial management. • Excellent organizational, planning, problem-solving, and decision-making skills. • Strong communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization. • Ability to analyze operational reports, guest feedback, productivity data, and financial performance indicators to support informed decisions. • Proficiency in computer applications and hotel operating systems relevant to housekeeping operations. • Excellent command of written and spoken English. • A strong commitment to guest satisfaction, service excellence, and the Four Seasons culture of genuine care. • Ability to work effectively in a fast-paced environment, manage competing priorities, and maintain operational excellence during periods of high occupancy.