Director of Services

Education and Experience 

• High school diploma or GED; 2 years' experience in the housekeeping or related professional area. 

OR 

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. 

CORE WORK ACTIVITIES 

Managing Housekeeping Operations 

• Maintains strong working relationship with Front Office to ensure effective communications for operational issues. 

• Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments. 

• Inventories stock to ensure adequate supplies. 

• Ensures guestrooms, public space and employee areas are cleaned according to operating standards. 

• Ensures compliance with all housekeeping policies, standards and procedures. 

• Initiates and maintains an effective inspection program including rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds. 

Managing Departmental Costs 

• Supervises and approves the budgeting and ordering of guestroom and cleaning supplies. 

• Understands the importance of department's operation on the overall property financial goals and educates staff on details as appropriate. 

• Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports. 

• Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results. 

• Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals. 

Ensuring Exceptional Customer Service 

• Responds to and handles guest problems and complaints effectively. 

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. 

• Empowers employees to provide excellent customer service. 

• Develops goals and expectations for direct report managers. 

• Celebrates successes and publicly recognizes the contributions of team members.

• Reviews employee satisfaction results to identify and address employee problems or concerns. 

• Communicates expectations, recognizes performance, and produces desired business results. 

Conducting Human Resources Activities 

• Ensures property policies are administered fairly and consistently. 

• Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. 

• Establishes goals and objectives for all areas of responsibility. 

• Directs staff to strive for continuous improvement in all areas of responsibility. 

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation. 

• Manages employee progressive discipline procedures for areas of responsibility. 

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. 

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. 

• Ensures employees are treated fairly and equitably.