Housekeeping Director

Position Summary:

The Housekeeping Director provides leadership for the Housekeeping department, ensuring exceptional cleanliness, service, and operational efficiency throughout the hotel. This role leads by example, develops and supports associates, collaborates with other departments, and maintains Forbes Five-Star, AAA Five Diamond, and The Umstead Hotel and Spa standards. The Housekeeping Director is responsible for delivering an outstanding guest experience while managing departmental resources responsibly.

Essential Responsibilities

Leadership & Team Development:

• Lead, coach, motivate, and develop the Housekeeping team in alignment with the hotel's Vision and Values.
• Assist with recruiting, interviewing, scheduling, onboarding, training, performance evaluations, coaching, disciplinary actions, and recognition.
• Foster a safe, respectful, and service-oriented work environment.
• Partner with the Assistant Director of Housekeeping to ensure quality inspections, consistent coaching, and operational excellence.

Operations:

• Oversee the cleanliness and presentation of guest rooms, public areas, and back-of-house spaces.
• Ensure compliance with hotel standards, health regulations, sanitation requirements, and safety procedures.
• Monitor departmental payroll, labor, and supply expenses.
• Manage inventories and establish appropriate par levels for supplies and equipment.
• Maintain an organized Housekeeping office with accurate documentation and secure associate records.
• Ensure room status is communicated accurately and efficiently with the Front Office and Engineering to maximize room availability.
• Support Front Office operations as needed and participate in daily operational and resume meetings.
• Oversee key control, Lost & Found procedures, and departmental records.
• Complete special projects and other duties as assigned.

Guest Service:

• Anticipate guest needs and deliver prompt, professional, and personalized service.
• Resolve guest concerns efficiently and follow through to ensure complete satisfaction.
• Promote a culture of hospitality throughout the department.

Communication & Collaboration:

• Work closely with Front Office, Engineering, Security, and other departments to support hotel operations.
• Maintain current knowledge of hotel policies, service standards, and property management systems.
• Effectively communicate with associates, management, and guests from diverse backgrounds.

Safety & Compliance:

• Maintain knowledge of OSHA regulations, sanitation standards, chemical safety, SDS procedures, and local health requirements.
• Ensure compliance with hotel emergency procedures and loss prevention practices.
• Report safety concerns, suspicious activity, and hazards promptly.
• Protect guest privacy and maintain confidentiality at all times.

Qualifications:

• High school diploma or equivalent required; additional education preferred.
• Minimum of five years of management experience in housekeeping or a related hospitality role.
• Luxury hotel experience preferred.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience with hotel systems such as Opera, Alice, Birchstreet, Paycom, etc.
• Knowledge of Forbes Five-Star and AAA Five Diamond standards preferred.
• Bilingual skills are a plus.

Physical Requirements:

• Ability to remain stationary for extended periods.
• Ability to move throughout the hotel to inspect operations.
• Occasional climbing of ladders during inspections.
• Ability to lift and move items weighing up to 50 pounds.
• Ability to work a flexible schedule, including weekends and holidays.

Additional Expectations:

• Maintain professional appearance and adherence to uniform standards.
• Demonstrate reliability, punctuality, and excellent attendance.
• Uphold The Umstead Hotel and Spa's Vision, Values, and service standards.
• Perform additional duties as assigned to support hotel operations.

• Minimum 5 years of luxury hotel housekeeping management experience.
• Forbes Five-Star or equivalent experience preferred.
• Strong leadership, organizational, and communication skills.
• Proficiency with Paycom, Opera, and Microsoft Office.
• Bilingual (English/Spanish) preferred.

Physical Requirements:
Ability to stand/walk for long periods, lift up to 50 lbs., and work with cleaning agents using proper PPE.

Why Join Us:
Be part of a team that defines elegant hospitality, where every detail matters and every associate contributes to creating extraordinary guest experiences.