The Group

Mandarin Oriental Hotel Group (MOHG) is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

The Hotel

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Strategic Intent

It is the mission and intent of this position that the incumbent will manage all aspects of the Housekeeping Department inclusive of all public areas, laundry/valet facility and guest rooms. He/she focuses their attention in maintaining the highest standards of cleanliness in all guestrooms and public areas. Recommends and implements procedural changes.

Scope of Position

The Director of Housekeeping manages all aspects of the Housekeeping Department. The job includes property maintenance inclusive of all public areas indoor and outdoor, all F&B outlets, spa, laundry/valet facility and guest rooms maintaining the highest standard of cleanliness in all guestrooms and public areas; recommending and implementing procedural changes; and managing the department.

Organizational Structure

The Director of Housekeeping will report directly to the Director of Rooms. The Director of Housekeeping will supervise all staff in the Housekeeping Department.

Duties and Responsibilities

• Develop and implement housekeeping procedures and standards that promote a clean, safe, and welcoming environment for guests and staff following Mandarin Oriental Principles and Forbes and LQA Standards.
• Supervise and coordinate the activities of housekeeping staff, including hiring, training, scheduling, and performance evaluations.
• The ability to create training plans for managers and structured reviews identifying strengths and weaknesses for each manager.
• Structured daily standups where departmental and individual successes are celebrated along with addressing areas of concern.
• The ability to delegate responsibilities to managers and follow up on the execution of those responsibilities.
• Representing, promoting and champing committees for Housekeeping, such as the Sustainability Committee and the Risk Management committee.
• Energizing the housekeeping department to participate in hotel wide events such as the Colleague Engagement Survey and hotel wide meetings/ trainings.
• Manage, organize, and maintain inventory of housekeeping guest supplies and hotel equipment. Ensure that supplies are ordered and received in a timely manner thus providing the colleagues with the tools required to be successful.
• Monthly linen inventories with a comprehensive understanding of inventory par levels and purchasing requirements.
• Fluid understanding of checkbooks for budgeting purposes and the ability to promptly identify areas of concern.
• The ability to create a strong working relationship with the hotel’s external vendors to ensure the success of the housekeeping and operation.
• The ability to identify new and creative ways to enhance the guest experience and then execute these ideas through sourcing of new vendors creating memorable moments for our guest.
• Oversee the inspection of guest rooms, public areas, and back-of-house areas regularly to ensure cleanliness, safety, and maintenance standards are met. Creating a tracking system for all inspections along with internal departmental audits of both managers and line colleagues.
• Respond to and resolve guest complaints and issues in a timely and professional manner. Reviewing all manager e-logs and identifying areas for improvement within the department as well as the hotel.
• Work collaboratively with all departments to ensure smooth and efficient operations.
• Prepare and manage departmental budgets and monitor expenses to ensure that they remain within budgetary guidelines.
• Have a working understanding of the housekeeping P&L and the ability to confidently present the P&L lines in meetings.
• Coordinate preventative maintenance and deep cleaning program.

• Plan daily, weekly, monthly, and quarterly assignments and special projects for all Room Attendants, Guest Floor Attendants, Public Area, Uniform / Laundry Attendants, Managers and Office Coordinators.

• Perform administrative duties such as, but not limited to, departmental scheduling, payroll, purchase requests and monthly consumption reports.

• Maintain FLHSS program as it relates to Housekeeping ensuring that all trainings and standards are followed.

• A familiarity with several key events throughout the year (International housekeeping week, UNGA, FLHSS Audit) and the ability to implement structured processes to execute these events successfully.

• A familiarity with the workings of guest floor junkets and how to properly execute these events.

• A strong working understanding of the Collective Bargaining Agreement and how it pertains to the Housekeeping department with regards to disciplinary actions, scheduling, layoffs, work recalls, job classification scopes of work etc.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.

Requirements

• College degree in Hospitality Management or similar field preferred.
• Minimum 5 years of Housekeeping in a Director or equivalent senior leader role in a luxury hotel
• Must possess a good written and verbal command of the English language

• Knowledge of HMS Operating System
• Prior experience with Housekeeping REX system
• Prior experience with Hotsos and I-Auditor
• Proficient in Microsoft Excel and Microsoft Word
• Experience in Project Management

Salary Range

$105,000 to $115,000 Annually