Director of Housekeeping

Director of Housekeeping

Location: New York City, NY

Compensation: USD $ – $ per year (yearly)

The Director of Housekeeping is responsible for ensuring the operation of the Housekeeping Department is attentive, friendly, efficient, and courteous, providing all guests with quality service and a clean, safe environment throughout their stay while efficiently managing expenses and maximizing service levels.

• Motivate, coach, counsel, and discipline all Housekeeping personnel according to Highgate Hotel SOPs.
• Ensure compliance with Standard of the Week training and Highgate Hotel training steps.
• Establish and maintain a regularly scheduled cleaning program and detailed checklists for each position.
• Maintain and control all housekeeping equipment.
• Ensure compliance with all corporate Risk Management standards (MSDS, Haz Comm, etc.).
• Conduct monthly guest supplies and cleaning supplies inventories.
• Ensure large guest‑room turns are managed efficiently.
• Maintain consistency with departmental opening and closing procedures.
• Manage vendor contracts (e.g., dry cleaners, window washers).
• Prepare and conduct Housekeeping interviews and follow hiring procedures per Highgate SOPs.
• Develop employee morale and provide training for Housekeeping personnel.
• Inspect rooms daily, with supervisors inspecting a portion daily.
• Inspect all VIP rooms prior to arrival.
• Ensure public areas, guest rooms, and back‑of‑house areas meet Highgate standards.
• Maintain required supplies in Housekeeping and Laundry; order monthly or quarterly.
• Conduct monthly and quarterly Housekeeping inventories on time.
• Ensure guest privacy and security by following Highgate procedures.
• Monitor work orders, submit to Engineering, and follow up to ensure completion.
• Conduct pre‑shift meetings for room attendants and housemen.
• Balance and clear room status nightly; reconcile the PM housekeeping report with the PMS room status report.
• Review Housekeeping staff’s worked hours for payroll; submit to Accounting on time.
• Prepare staff schedules based on business forecast, payroll budget, and productivity requirements.
• Maintain SOPs for purchase orders, invoicing, and checkbook accounting.
• Maintain professional relationships and open communication with managers, employees, and other departments.
• Implement Highgate policies and house rules; understand hospitality terms.
• Ensure sign‑off of Service Standards by position competencies.
• Carry a pager at all times; operate pagers and radios efficiently and professionally.
• Manage and organize large turn days (including group check‑ins/check‑outs).
• Monitor out‑of‑order, out‑of‑service, discreet, and show rooms.
• Maintain constant communication with Guest Services.
• Monitor and act on special requests (VIPs, special needs rooms, connecting rooms).
• Maintain Lost and Found procedures and policies.
• Establish and maintain a key‑control system.
• Participate in monthly Highgate team meetings.
• Focus the department on its role in contributing to Medallia Scores.
• Monitor all VIPs, special guests, and special requests.
• Review Housekeeping log book and Guest Request log daily.

• At least 3 years of progressive experience in a hotel or related field; or a 4‑year college degree and at least 1 year of related experience; or a 2‑year college degree and 2+ years of related experience.
• Supervisory experience required.
• Proficient with MS Word and MS Excel.
• Long hours sometimes required.
• Medium work – Exerting up to 50 lbs of force occasionally, and/or up to 20 lbs frequently to lift, carry, push, pull, or move objects.
• Effective verbal and written communication with all levels of employees and guests; friendly, courteous, service‑oriented.
• Effective at listening, understanding, and clarifying concerns raised by employees and guests.
• Can multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous manner.
• Attend all hotel‑required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate standards.
• Maintain high standards of personal appearance, grooming, and nametag wear.
• Comply with Highgate standards and regulations to ensure safe, efficient operations.
• Maximize productivity, identify problem areas, and assist in implementing solutions.
• Effectively handle problems, including anticipation, prevention, identification, and resolution.
• Understand and evaluate complex information and data from various sources to meet objectives.
• Maintain confidentiality of information.
• Perform other duties as requested by management.