As a Housekeeping Laundry National Director, you'll be responsible for overseeing and leading alongside property leadership the Rooms Division (Housekeeping & Laundry) departments. This position will drive the resort teams to foster an environment of guest-centricity and high-quality service consistent delivery, focusing on housekeeping operational efficiency, organizational & team member development, and compliance. This role will continuously analyze guest and team member feedback from all channels working closely with all areas of the business for continuous improvement. Responsible for driving consistency, developing and implementing new initiatives, standards and procedures for the daily operation at the resorts. Overseeing daily operation of commercial laundries, their productivity, growth and profitability is also part of the scope of the National Director.Provide strategic direction and operational support for the property housekeeping departments and Commercial Laundry operations.Monitors and drives overall performance of the Rooms Division (Housekeeping and Laundry) with a focus on NPS and other key guest satisfaction metrics; Room Inspections, HotSOS, Kipsu, Rex, Guest letters and Medallia reviews.Conducts regular property visits to ensure the product delivery, Public Health compliance, and guest service standards are always met.Creates Housekeeping and Laundry policies and procedures and monitors adherence ensuring Public Health compliance.Leverages Guest Experience and other analytics reporting to proactively identify, quantify, and prioritize continuous improvement opportunities. Collaborating closely with functional leads across all teams.Drives a high-performing, guest-centric culture focused on innovation, execution, growth, and development. Reviews establishment and monitoring of housekeeping product specifications related to linens, room amenities, bedding, etc.Supports the development of and monitors the effectiveness of training programs for the Rooms Division (Housekeeping & Laundry) department. Sets standards and criteria for the promotion of Housekeeping and Laundry Team Members.Holistic oversight and strategic planning, driving the synergies between Guest Services/Front Desk, Engineering and Housekeeping teams.Drives and owns the analysis, development and implementation of new housekeeping concepts and service initiatives, standards and overall procedures.Collaborate with Commercial Laundry Directors to improve production capacity, turnaround times, service quality, and equipment uptime.Lead efforts to expand Commercial Laundry revenue by identifying and onboarding new external clients and accounts.Develop a strategic roadmap for the expansion of the Commercial Laundry business, including market analysis, financial forecasting, and resource planning.Champion improvements in preventative maintenance programs to minimize downtime and extend equipment lifespan.Identify and implement process automation, staffing models, and technology solutions to enhance productivity and reduce operational costs and the resort and corporate facilities.
