ASSISTANT DIRECTOR OF HOUSEKEEPING JOB DESCRIPTION

Guest satisfaction scores drop when room cleanliness misses brand standards during peak occupancy. The Assistant Director of Housekeeping owns the shift-level execution that prevents that outcome, overseeing guestroom, public space, and laundry operations across day and evening rotations. In full-service and luxury properties, including those operating under Forbes Travel Guide standards, this role answers directly to the Director of Housekeeping and carries authority over scheduling, linen inventory, and frontline staff development. It is a hands-on management role.

As the Assistant Director of Housekeeping, you direct daily room and public area operations to protect brand cleanliness standards, guest satisfaction scores, and departmental cost targets across all assigned shifts. You oversee housekeeping supervisors and room attendants while coordinating with Front Office and Engineering to align room readiness with real-time occupancy demands.

Career Impact: Exposure to Forbes Travel Guide compliance and union-environment operations builds a credential set that distinguishes candidates for Director of Housekeeping roles at full-service and luxury properties.

Business Impact: The cleanliness and service delivery this role controls directly determine guest satisfaction scores and the repeat-stay decisions that drive RevPAR for the property.

Growth Opportunity: Managing laundry operations, linen procurement budgets, and departmental scheduling builds the P&L fluency needed to advance to a Director of Housekeeping or multi-property operations role.

• Inspect guestrooms and public areas on each assigned shift to identify cleanliness deficiencies and reassign corrective work to room attendants.
• Manage linen, cleaning supplies, and room amenity inventories to maintain par levels and prevent service gaps.
• Coordinate room status and availability with the Front Office Manager to support accurate occupancy management throughout each shift.
• Supervise housekeeping supervisors, housepersons, and laundry staff, providing real-time coaching and performance feedback.
• Assist in scheduling and payroll cost controls by aligning staffing levels with the weekly business forecast and productivity targets.
• Monitor VIP arrivals and special guest requests to ensure priority room preparation and service delivery standards are met.
• Support recruitment, onboarding, and ongoing training for housekeeping staff in compliance with brand and company standards.
• Report maintenance deficiencies to Engineering and track resolution to protect room inventory availability.

• Bachelor's degree in Hospitality Management or equivalent work experience.
• 3 or more years of progressive housekeeping or rooms operations experience in a full-service hotel, with at least 1 year in a supervisory capacity.
• Working knowledge of Forbes Travel Guide housekeeping standards or equivalent luxury brand cleanliness protocols.
• Ability to read and manage departmental financial data, including budget tracking, purchase orders, and payroll cost reports.
• Demonstrated ability to lead, coach, and hold accountable a multilevel hourly and supervisory workforce.
• Strong written and verbal communication skills for cross-departmental coordination with Front Office and Engineering teams.
• Ability to work variable shifts including evenings, weekends, and holidays based on hotel operational needs.

• Experience in a union hotel environment, with familiarity with collective bargaining agreement compliance for scheduling and discipline.
• Bilingual proficiency in English and Spanish, supporting communication with multilingual housekeeping staff.
• Prior exposure to luxury or ultra-luxury hotel operations, including familiarity with VIP and Forbes or AAA audit protocols.
• Demonstrated experience managing an on-property laundry operation, including vendor oversight or outsourced laundry relationships.

• Guestroom cleanliness inspection pass rate per shift, measured against brand quality assurance thresholds.
• VIP and special-request fulfillment rate, tracking on-time room readiness for priority arrivals.
• Linen and supply variance against par, indicating inventory control and waste reduction discipline.
• Housekeeping labor cost as a percentage of rooms revenue, reflecting scheduling efficiency against forecast.
• Maintenance deficiency report-to-resolution cycle time, measured in hours per shift.
• Typical tools: property management systems (commonly Opera or similar); work order and communication platforms (commonly HotSOS or equivalent).

• Base Salary Range: $55,000 to $75,000 annually, depending on property size and market
• Bonus: Annual performance bonus of 5% to 10% of base salary, tied to guest satisfaction and cost targets
• Equity: Not typical for this role in hotel operations
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by brand
• PTO: 10 to 15 days annually, plus hotel-observed holidays
• Common Perks: Hotel room discounts, F&B discounts, uniform provision, and brand training programs

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization verification is required; all candidates must be legally authorized to work in the United States before the start of employment. Employment is contingent on the successful completion of a background check, which may include a criminal history review consistent with applicable law. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities upon request.

The Assistant Director of Housekeeping owns the daily inspection, staffing, and service-quality functions of the housekeeping department, overseeing room attendants, laundry operations, and all guestroom and vacancy standards. Working alongside the Front Desk and Engineering departments, this role delivers the cleanliness and hospitality outcomes that define the guest experience.

Key Responsibilities

• Respond promptly and efficiently to guest inquiries, requests, and complaints, exhibiting hospitality while striving to exceed guest expectations.
• Resolve difficult or unusual guest problems while maintaining positive guest relationships and demonstrating outstanding hospitality through corrective action.
• Ensure all housekeeping standards are implemented and met.
• Maintain open and clear communication with all departments and guests to ensure consistent service.
• Identify ways to improve the efficiency and effectiveness of guest service by actively participating in service tradition programs.
• Monitor housekeeping inventories to ensure adequate levels are maintained.
• Maintain close communication with Front Desk and Engineering departments, reporting all maintenance issues.
• Inspect the cleaning and servicing of all guestrooms and all vacant rooms on a daily basis.
• Prepare and complete all required reports, including VIP, due-out, and vacancy detail reports.
• Identify all cleaning defects, reassign them to the responsible room attendants, and complete a full inspection form for each attendant daily.
• Oversee housepersons to ensure they are working appropriately with room attendants and completing all daily duties and special projects.
• Oversee the Laundry Department and all of its functions.
• Assist with scheduling, payroll cost controls, uniform control, purchasing and issuance, guest requests, monthly meetings, quality assurance, and linen and supply inventories.
• Maintain a highly motivated and trained staff that continually strives for excellence in service and cleanliness.

Required Qualifications

• Bachelor's degree preferred.
• Supervisory experience preferred.
• Excellent communication and organizational skills.
• Ability to multi-task and work independently.
• Ability to lead, motivate, and develop others.
• Valid driver's license for the applicable state required.

Embedded within the Housekeeping Department, the Assistant Director of Housekeeping leads all housekeeping and laundry operations across rooms, front and back of house, and public areas in alignment with Aimbridge Hospitality standards. Working closely with the Director of Housekeeping and hotel leadership, this role shapes departmental scheduling, staff development, and guest satisfaction outcomes.

Core Functions

• Approach all encounters with guests and associates in an attentive, friendly, courteous, and service-oriented manner.
• Assist the Director in establishing and maintaining a key control system for the department.
• Operate radios efficiently and professionally when communicating with hotel staff.
• Monitor and assist all Housekeeping and Laundry leadership.
• Assist with preparation of the associate schedule according to business forecast, payroll budget guidelines, and productivity requirements, and submit the schedule and wage progress report to the General Manager weekly.
• Maintain standards regarding purchase orders, vouchering of invoices, and checkbook accounting.
• Ensure guest privacy and security by correctly following established procedures.
• Train and review all house safety rules and procedures with housekeeping staff.
• Motivate, coach, counsel, and discipline all housekeeping leaders according to established standards.
• Maintain a professional working relationship and promote open lines of communication with managers, associates, and all other departments.
• Respond to emergencies using material safety data sheet information, keeping sheets current and easily accessible.
• Use the telephone and computer system for reporting and verifying room status.
• Review the guest request log daily to ensure all requests have been met, taking proactive steps to address problems before they occur.
• Monitor all VIP guests, special guests, and requests.

Qualifications & Experience

• 2-year college degree and 3 or more years of related experience.
• 4-year college degree and at least 1 year of related experience.
• At least 5 years of progressive experience in a hotel or related field.
• Proficiency in Windows operating systems, approved spreadsheets, and word processing.
• Ability to convey information and ideas clearly and to work well in stressful, high-pressure situations.
• Ability to evaluate and select among alternative courses of action quickly and accurately.
• Ability to handle workplace problems, including anticipating, preventing, identifying, and solving issues as necessary.
• Ability to work with and understand financial information, data, and basic arithmetic functions.
• Ability to listen to, understand, clarify, and resolve concerns and issues raised by coworkers and guests.

Reporting to the Director of Housekeeping, the Assistant Director of Housekeeping supervises room attendants, house attendants, public area cleaners, and floor supervisors during the evening shift while managing day-to-day housekeeping and laundry functions at The Carlyle, A Rosewood Hotel. Partnering with hotel leadership on recruitment, policy compliance, and quality assurance, this role builds a cooperative department culture that delivers Forbes-standard guest experiences.

Primary Duties

• Manage day-to-day operations, ensuring quality standards are met and customer expectations are exceeded.
• Develop managers through defined key performance objectives and established personal development plans.
• Monitor staff performance in all phases of service and job functions, rectifying deficiencies with respective personnel.
• Support the Director in conducting department meetings and communicating a clear, consistent message regarding department and hotel goals.
• Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations.
• Support the Director in developing and updating policies and manuals related to the department, ensuring compliance and consistency.
• Actively participate in recruitment and talent development for the department to meet current and future needs.
• Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counselling, and evaluation.
• Anticipate critical situations and assist wherever necessary to alleviate pressure and address guest needs promptly.
• Participate in and enforce quality assurance and cost control measures for the Housekeeping Department.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.

Skills & Qualifications

• Bachelor's degree in hospitality management.
• Minimum two years in luxury hotel operations, preferably in a union environment.
• Thorough knowledge of hotel operations, hotel services, policies and regulations, and Forbes standards.
• Proficiency in Opera, HotSOS, and Microsoft Office applications.
• Strong command of both spoken and written English; fluency in additional languages preferred.
• Excellent interpersonal skills with a positive attitude and ability to work cohesively as part of a team.
• Ability to read and interpret business records and statistical reports, analyze financial information, prepare budgets, and make business decisions based on data and established policies.
• Ability to plan and organize the work of others, manage frequent activity changes, and accept full responsibility for managing an activity.

Sitting at the intersection of operations management and guest experience, the Assistant Director of Housekeeping oversees housekeeping, public space, and laundry functions for assigned shifts while coordinating staffing levels and inventory systems with the Front Office Manager. Operating across recruitment, training, budget participation, and daily inspections, this role leads the departmental workforce to deliver genuine hospitality and consistent service standards throughout the property.

Duties

• Participate in the development and implementation of business strategies, processes, and standards aligned with overall mission, vision, and values.
• Participate in the preparation and implementation of the annual budget, monitor achievement, and take corrective steps as appropriate.
• Manage day-to-day operations of housekeeping, public space, and laundry areas for assigned shifts.
• Inspect rooms and public space areas continually, ensuring they are spotless, restocked, and straightened.
• Implement processes for providing employees with customer service, technical, and safety training on an ongoing basis.
• Track inventory, purchasing, and disbursement for all linens, cleaning supplies, and laundry supplies.
• Supervise laundry operations, including any outsourced relationships.
• Coordinate room availability with the Front Office Manager.
• Recruit and select qualified candidates and determine appropriate staffing levels for forecasted business.
• Provide employees with orientation, training, performance expectations, ongoing feedback, and coaching as needed.
• Create guest satisfaction by demonstrating genuine hospitality, exceeding guest expectations, and resolving guest problems with empathy and follow-through.

Education & Experience

• High school diploma or GED required.
• Bachelor's degree preferred.
• Minimum one year in a supervisory or management housekeeping position required.
• Ability to speak and read English and Spanish preferred.
• Strong mathematical and organizational skills.
• Ability to collaborate effectively with hotel employees and managers to ensure teamwork.
• Ability to work a variable schedule.