Director of Housekeeping

Track and report departmental KPIs (labor cost %, guest satisfaction scores, inspection scores); set measurable monthly goals for cleanliness and guest satisfaction feedback (NPS, BSA, Medallia) and address recurring feedback themes with targeted action plans. This role leads the housekeeping department's staffing, budgeting, quality control, and vendor relationships to ensure consistently high-quality guest experience while managing labor and supply costs efficiently.

Overview:

Inn at Bay Harbor is a Boyne Resorts property nestled on the shoreline of Lake Michigan. It is a place and experience that is Exactly Like Nothing Else.

 

 

Some perks of working full time year-round for Inn at Bay Harbor include:

• A free Golf Pass and Ski Pass for both you and your family
• Free Adventure Center privileges at both The Highlands and Boyne Mountain
• Up to 50% off at the various Boyne Resorts Restaurants 
• 30% off Spa treatments at the Inn at Bay Harbor and Boyne Mountain
• Free Passes to Avalanche Bay Water Park at Boyne Mountain
• Discounts on Boyne Resorts lodging for Friends and Family
• Tuition Reimbursement
• PTO and Paid Sick Leave
• Health/Dental/Vision Insurance

The Director of Housekeeping is responsible for the overall cleanliness, appearance, and maintenance standards of guest rooms, public areas, and back-of-house spaces. This role leads the housekeeping department's staffing, budgeting, quality control, and vendor relationships to ensure consistently high-quality guest experience while managing labor and supply costs efficiently.

Responsibilities:

Key Responsibilities

Operations & Quality Control

• Oversee daily cleaning operations for guest rooms, corridors, public areas, and back-of-house
• Establish and enforce cleanliness, sanitation, and safety standards
• Conduct regular room and property inspections
• Manage lost and found procedures
• Coordinate with Front Office and Maintenance/Engineering on room status, out-of-order rooms, and repair needs
• Maintain a documented PAR system and vendor ordering schedule (suppliers, order frequency, quantities, and points of contact) for linens, chemicals, and amenities, ensuring supply continuity independent of any one individual
• Implement a structured quality inspection program to catch cleanliness issues before they reach guests, using inspection and guest feedback data (Medallia, NPS, BSA) to drive measurable improvement in cleanliness scores

Staff Management

• Recruit, hire, train, and schedule housekeeping staff
• Conduct performance evaluations and manage discipline/coaching as needed
• Develop training programs for cleaning procedures, safety protocols, and guest service standards
• Manage labor costs through effective scheduling and productivity standards (e.g., rooms cleaned per shift); build schedules that align staffing to forecasted occupancy and room-turn volume by day of week, proactively minimizing overtime and escalating staffing gaps to the Director before overtime is incurred
• Develop and maintain documented onboarding and training plans for new and seasonal staff so team members are set up for success from day one
• Conduct and document regular coaching conversations; actively develop supervisors and senior staff to build a leadership pipeline within the department

Budget & Inventory

• Develop and manage the department's operating budget
• Review and update the departmental budget tracker on a weekly basis (not solely at month-end), monitoring spend by category and confirming remaining budget availability before submitting purchase requests
• Proactively flag any anticipated budget overages to the Director of Lodging in advance, rather than after the fact
• Forecast and control costs for labor, linens, cleaning supplies, and equipment
• Manage inventory of linens, amenities, cleaning chemicals, and equipment, including establishing and maintaining a PAR system and inventory process for each category
• Negotiate with vendors and suppliers for contracts and pricing

Administration

• Maintain compliance with health, safety (OSHA), and labor regulations
• Track and report departmental KPIs (labor cost %, guest satisfaction scores, inspection scores); set measurable monthly goals for cleanliness and guest satisfaction feedback (NPS, BSA, Medallia) and address recurring feedback themes with targeted action plans
• Maintain current, accessible documentation of vendor relationships, ordering procedures, PAR levels, and standard operating processes so departmental operations continue smoothly through any staffing transition
• Manage chemical handling and safety data sheet (SDS) compliance
• Collaborate with other department heads on renovations, capital projects, and property-wide initiatives

Qualifications:

Qualifications

Education & Experience

• Bachelor's degree in Hospitality Management or related field preferred (or equivalent experience)
• 5+ years of progressive housekeeping experience, including 2-3+ years in a supervisory/management role
• Experience with property management systems (PMS) such as Opera, and housekeeping software

Skills & Competencies

• Strong leadership and staff development skills
• Budget management and cost control experience
• Excellent organizational and time-management abilities
• Bilingual ability (often valuable given diverse housekeeping workforces)
• Knowledge of cleaning chemicals, equipment, and safety protocols
• Strong communication skills across departments and with ownership/corporate

Physical Requirements

• Ability to walk/stand for extended periods, climb stairs, and occasionally lift up to 25-50 lbs
• Flexible schedule including weekends, holidays, and varying shifts