The Director of Housekeeping sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team. Sonesta managers are guest-focused (both internal and external) and achievement-oriented leaders.

The Director of Housekeeping is responsible for the oversight of the Housekeeping Department. The role’s primary responsibilities are to ensure all guests receive quality service and a clean & safe environment throughout their stay. In this role, the Director of Housekeeping is expected to promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, meet and exceed productivity goals.

Work Environment

The person in this role works mostly in a service environment, with some office time reserved for administrative tasks.

Physical Demands

• The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently.
• The person in this role may be carrying, lifting or pulling items weighing up to 50lbs and pushing and /or pulling approximately 200lbs.
• The person in this role will be frequently standing up, bending, climbing, kneeling and moving about the hotel.

Expected Hours of Work

• Must be flexible to work variable days of the week to include weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights).
• Ten to twelve hour shifts sometimes required.

Education and Experience

• High school graduate required, some college or equivalent preferred.
• Must have a minimum of 2 years’ experience as a Housekeeping department head or Manager.
• Experience in a hotel or a hospitality-related field required.
• Competency in languages other than English and experience working in a multi-lingual environment strongly preferred.

Principle duties and responsibilities (Essential Functions) include:

Operational/Functional:

• Manage day-to-day operations to ensure the quality and standards are meeting the expectations of the guests and employees.
• Ensure cleaning and servicing of rooms and housekeeping areas according to established Sonesta standards including walk throughs and inspections of housekeeping space and public areas
• Establish and maintain inventory of supplies and operating equipment including cost control measures.
• Compile and report accurate status of guest rooms to front office.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Ensure all Sonesta safety and sanitation standards are adhered to.
• Respond to guest complaints and ensure proper follow-up is completed.
• Serve as “Manager on Duty” as required and respond to emergency situations as needed.
• Maintain high standards of personal appearance and grooming.

Strategy and Planning:

• Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands.
• Conduct inventories of linen, supplies and equipment as needed.
• Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction and cleanliness scores.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Financial Management:

• Development of the department’s annual budget. Monitor performance against plan in revenues, labor costs & expenses.
• Manage staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.

Managing your Team:

• Ensure all staff is properly trained on systems, hotel policies, service standards and have the tools and equipment needed to effectively carry out their job functions.
• Lead hiring, training and promotion of all housekeeping employees.
• Attract, retain, and motivate your team to uphold company standards and practices.
• Conduct pre-shift meetings with staff and review all information pertinent to the day’s business.
• Monitor, measure, and recognize performance of employees. Assist in the annual performance evaluations.
• Coach team by providing specific feedback to improve knowledge, skills and performance.
• Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner.

Leading with Passion:

• Utilize and collaborate with resources across different departments and corporate office.
• Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.
• Focus on the mission and well-being of the departments, hotel and company.
• Lead by example and operate with integrity and respect.
• Inspire your team to embrace and demonstrate Sonesta’s core values and the guest service standards.

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Extensive knowledge of hotel and hospitality industry.
• Proficient with Microsoft Word, Excel and PowerPoint.

Go Beyond @SonestaHotels

WHO WE ARE

We are an organization made up of people, thoughts and ideas – all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Relocation assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• Self-determined schedule

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
n/a

Work Location: One location

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