Director Housekeeping

This position shall strive to always provide exceptional service to both internal and external guests. He will be held accountable for the successful financial results and efficiency of the housekeeping operations including maintenance of guest rooms, public space, and heart-of-house areas. The Director of Housekeeping provides leadership, guidance, training, scheduling support, and performance management to the housekeeping team while maintaining Forbes-level presentation standards and ensuring all procedures are performed in accordance with department, hotel, and company standards. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for CoralTree.

At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day.

• Explore Freely: Immerse yourself in our Team Member Travel Program, where you'll enjoy complimentary and discounted stays at CoralTree Hospitality properties, allowing you to explore new destinations effortlessly.
• Share the Experience: Enjoy unlimited Friends and Family discounted rates, creating unforgettable memories together.
• Comprehensive Health Coverage: Take charge of your well-being through our pre-tax flexible benefit plan, covering healthcare and dependent care expenses, tailored to your needs. Our comprehensive medical, dental, vision, life, and disability benefits, including pet insurance ensures peace of mind for you, your family, and your furry companions.
• Build for the Future: Plan for tomorrow with our 401(k) plan, complete with a company match, empowering you to build financial security.
• Support When You Need It: Navigate life's challenges with confidence through our Employee Assistance Program, providing support when you need it most.
• Enriched Lifestyle: Enjoy a balanced lifestyle with paid vacation, sick days, and holidays, giving you time to recharge and celebrate with loved ones.
• Exclusive Discounts: Access team member discounts from top industry brands in travel, entertainment, and retail, including Apple, Live Nation, Samsung, Hertz, and more, making every day a little more extraordinary.

As a member of the Lake Nona Wave Hotel team, you'll also benefit from:

• Enhanced Wellness: Benefit from special rates at the Lake Nona Performance Club, enhancing your wellness journey.
• Culinary Delights: Indulge in discounts at Tavistock Group Restaurants, savoring culinary experiences at exceptional value.
• Complimentary Convenience and Comfort: Receive team member meals, uniforms, and parking, ensuring convenience and comfort during your workday.

• Demonstrate expertise and knowledge of all services/features, hours of operations, room types, daily house count, expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Prepare and properly distribute room assignment sheets to scheduled staff and ensure assignments are completed at the end of each shift.
• Conduct daily pre-shift meetings and maintain clear communication regarding hotel occupancy, arrivals, departures, VIPs, safety reminders, service standards, operational priorities, and best practices.
• Demonstrate financial acumen and prepare forecasts, monitor daily reports, and control the expenses per the department budget without sacrificing the quality of products and/or services.
• Consistently perform inspections and maintain safety and cleanliness of guest rooms, public space, and heart-of-house areas; effectively manage the maintenance program according to standards.
• Partner closely with Front Office, Guest Relations, Engineering, Food & Beverage, Security, Valet, and other departments to ensure timely room readiness, seamless communication, and exceptional guest service.
• Instills a calm, organized approach when interacting in stressful situations; approaches internal and external guest opportunities with a sense of heartfelt care and urgency; provides prompt follow-up to ensure 100% guest satisfaction.
• Ensure sufficient staffing is scheduled and present to meet daily business demands while balancing guest satisfaction, team productivity, labor efficiency, and financial performance.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive, and supportive relationships with team members across all departments through effective communication and collaboration in exchanging ideas for best practices.
• Take ownership to recruit, hire, train, and successfully support and manage the talent of all new and existing team members.
• Manage housekeeping equipment, carts, chemicals, linen, guest supplies, storage areas, and operational materials to ensure they are safe, organized, stocked, and in proper working condition.
• Maintain accurate records related to inspections, training, schedules, payroll, productivity, inventory, supplies, guest recovery, maintenance requests, and departmental communication.
• Participate in operational meetings, leadership discussions, quality inspections, brand audits, site visits, ownership visits, and special projects as needed.
• Partner with Engineering to report, track, and resolve maintenance issues, room deficiencies, preventative maintenance needs, and product quality concerns according to hotel standards.

Other Duties:

• Assimilate into the culture by understanding, supporting, and participating in all elements of service standards. Demonstrate a solid working knowledge of Forbes Travel Guide standards, CoralTree Hospitality standards, and Wave Hotel brand expectations.
• Regular attendance, in accordance with the standards established by CoralTree Hospitality from time to time, is essential to the successful performance of this position.
• The Director of Housekeeping is expected to carry out all reasonable requests from leadership and support the hotel’s operational needs with flexibility, professionalism, and a guest-first mindset.

• High school diploma or equivalent required; associate or bachelor’s degree in Hospitality, Business Administration, Hotel Management, or related field preferred.
• Minimum of five years of housekeeping leadership experience in a hotel, resort, luxury hospitality, or high-volume hospitality environment preferred.
• Previous experience as a Director of Housekeeping, Executive Housekeeper, Assistant Director of Housekeeping, Housekeeping Manager, or similar leadership role preferred.
• Experience in a Forbes Travel Guide, Four Diamond, Five Diamond, luxury hotel, lifestyle hotel, or resort environment strongly preferred.
• Strong knowledge of housekeeping operations, including guest rooms, public areas, laundry, uniforms, linen management, inventory, inspections, productivity, quality assurance, and safety standards.
• Demonstrated ability to lead, coach, train, motivate, and develop a large and diverse housekeeping team.
• Strong financial acumen with the ability to manage budgets, forecasts, labor, payroll, expenses, inventory, and cost-control initiatives.
• Excellent communication, organizational, problem-solving, time-management, and follow-through skills.
• Ability to analyze reports, guest feedback, cleanliness scores, labor trends, and operational results to make informed decisions and drive improvement.
• Strong attention to detail with a commitment to cleanliness, product quality, safety, guest satisfaction, and luxury presentation standards.
• Ability to remain calm, organized, and solution-driven in high-pressure situations.
• Ability to build effective relationships and collaborate across departments.
• Proficiency with Microsoft Office, Outlook, Excel, property management systems, scheduling systems, payroll systems, and housekeeping-related technology preferred.
• Must be able to understand, speak, read, and write in English; additional language skills are a plus.
• Must be available to work varied shifts and flexible schedules, including mornings, evenings, weekends, holidays, and business-demand coverage.

Working Environment/Physical Demands:

• The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.
• While performing the duties of this job, the team member is regularly required to walk, stand, and sit 6-8 hours per day and may have exposure to basic office supply chemicals.
• The team member is occasionally required to climb and use the balance. Additionally, they will frequently be asked to use their hands and arms to reach, carry, pull, and lift up to 25 lbs.  Specific vision abilities required by this job include close vision, distance vision, and peripheral vision. 
• The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
• While performing the duties of this job, the team member will experience temperature fluctuations (rain, wind, heat, humidity), and moderate to high noise levels.
• Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. This job description is subject to change at any time.  The team member will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

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