Director of Housekeeping
US-MA-Boston
Management
Req #: 73129
Type: Full-Time
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Overview: The Director of Housekeeping is responsible for leading all aspects of the Housekeeping Department, including guest rooms, public areas, and back-of-house spaces. This role ensures the delivery of consistent luxury standards, a clean and safe environment, and an elevated guest experience, while maintaining strong financial controls and labor productivity. The Director of Housekeeping provides strategic and operational leadership to a large, unionized housekeeping team and works closely with Rooms Division leadership and other departments to support seamless hotel operations. Responsibilities: Operations & Quality Standards * Oversee daily housekeeping operations for guest rooms, public areas, and back-of-house spaces * Ensure all areas are maintained to luxury brand and hotel standards * Lead daily room inspections and maintain a consistent quality control program * Inspect VIP and special-request rooms prior to arrival * Ensure accurate room status reporting and resolve discrepancies with Front Office * Monitor out-of-order, out-of-service, and discrepant rooms and coordinate resolution * Partner with Engineering on preventive maintenance programs and follow-up on work orders Labor & Financial Management * Own housekeeping labor management, productivity standards, and scheduling * Prepare staffing plans aligned with forecasted occupancy and business levels * Monitor payroll, overtime, and productivity to ensure budget compliance * Control departmental expenses including supplies, linens, uniforms, and contracted services * Oversee linen and terry PAR levels, inventories, and loss prevention efforts * Participate in monthly and quarterly inventories for linens, uniforms, and supplies * Follow purchasing, invoicing, and accounting procedures in accordance with hotel standards Leadership & Union Relations * Lead, coach, and develop the housekeeping leadership team * Foster a respectful, accountable, and performance-driven work environment * Manage union relations in collaboration with HR, including coaching, corrective action, and contract compliance * Ensure proper onboarding, training, and ongoing development of all housekeeping staff * Prepare and deliver performance evaluations and formal feedback * Conduct departmental meetings and training sessions on a regular basis Guest Experience & Collaboration * Ensure housekeeping plays an active role in the overall guest experience * Respond to guest concerns in a timely and professional manner and ensure proper follow-up * Maintain constant communication with Guest Services and Front Office * Coordinate with other departments to support group arrivals, large turns, and special events * Monitor and act on special requests, VIP needs, and guest preferences Compliance, Safety & Administration * Ensure compliance with all federal, state, and local employment and safety regulations * Maintain proper key control, lost and found procedures, and security protocols * Ensure proper handling and storage of cleaning products in accordance with OSHA standards * Maintain accurate departmental documentation including schedules, inspections, inventories, and reports * Ensure all required payroll reports and activity logs are completed and submitted on time Qualifications: Education & Experience: * At least 5 years of progressive experience in a luxury hotel or a related field; or a 4-year college degree and 3 or more years of related luxury experience * Prior Director-level leadership experience within Housekeeping required * Experience leading unionized housekeeping operations preferred * Demonstrated ability to manage large teams in a fast-paced luxury environment * Working knowledge of labor scheduling, productivity standards, and payroll controls * Experience overseeing room quality, inspections, and preventive maintenance programs * Proficient in Microsoft Office and hotel systems (PMS, housekeeping platforms, reporting tools) * Strong organizational, communication, and leadership skills Physical Requirements: * Long hours may be required based on business needs, including weekdays, weekends, and holidays * Ability to walk and inspect the property for extended periods * Ability to lift, push, or pull up to 50 pounds occasionally General Requirements: * Communicate effectively, verbally and in writing, with guests and all levels of employees * Maintain a professional appearance and demeanor at all times * Demonstrate strong problem-solving, organizational, and time-management skills * Maintain confidentiality of sensitive information * Attend all required hotel meetings and trainings * Participate in Manager on Duty coverage as required * Comply with all hotel policies, procedures, and safety standards * Perform other duties as assigned by hotel leadership
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