Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

POSITION OVERVIEW

The Director of Housekeeping & Laundry Services is responsible for providing strategic leadership and operational oversight for all housekeeping and laundry functions. This role ensures exceptional guest and team member engagement, operational excellence, financial performance, and strict adherence to brand and service standards.

The Director oversees the cleanliness, maintenance, and presentation of all guestrooms, public spaces, back-of-house areas, and laundry operations, while fostering a culture of accountability, collaboration, and continuous improvement aligned with the 1 Hotels Vision, Mission, and Brand Pillars.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Strategic Leadership

• Develop, communicate, and execute a comprehensive housekeeping and laundry strategy aligned with property objectives and brand standards.
• Establish departmental goals, delegate responsibilities effectively, and hold leadership teams accountable for performance outcomes.
• Lead change initiatives, challenge existing processes, and implement innovative solutions to enhance efficiency and guest satisfaction.

Financial Management

• Develop and manage the departmental budget, ensuring financial goals are met or exceeded.
• Participate in weekly labor meetings and provide relevant information to the weekly performance
• Monitor labor, operating expenses, and productivity metrics; provide detailed explanations during labor and financial review meetings.
• Oversee purchasing, invoice processing, inventory controls, and payroll accuracy.
• Establish and maintain pars for supplies, linens, and uniforms to ensure operational readiness.

Operational Excellence

• Oversee daily housekeeping and laundry operations to ensure compliance with policies, procedures, and brand standards.
• Collaborate closely with Front Desk and Rooms leadership to ensure accurate, timely communication of room status and guest needs.
• Ensure effective scheduling and staffing aligned with business volumes and a 24-hour operation.
• Supervise and support a comprehensive inspection program for guestrooms, public areas, and back-of-house spaces, including daily inspections.
• Ensure all team members have proper tools, equipment, supplies, and uniforms to perform their duties safely and effectively.

Quality Assurance & Brand Standards

• Develop, implement, and uphold all housekeeping and laundry brand, cleanliness, and service standards.
• Conduct regular inspections to ensure consistency with guest expectations and brand requirements.
• Identify opportunities for service recovery and continuous improvement through audits, feedback, and performance reviews.
• Conduct regular walkthroughs of hotel, regular guest room inspections with department leaders, supervisors, and 3rd party vendors. Identify service or process breakdowns, provide in-the-moment coaching, and ensure corrective actions are timely and sustainable.

Team Leadership & Development

• Recruit, train, develop, and retain a high-performing housekeeping and laundry leadership team.
• Provide coaching, mentoring, counseling, and performance feedback to leaders and team members.
• Promote a culture of recognition, celebrating successes, and acknowledging individual and team contributions.
• Foster open communication, maintain an “open-door” policy, and proactively address team member concerns.
• Ensure disciplinary actions and documentation are administered fairly, consistently, and in compliance with company standards.
• Manage scheduling, workflow assignments, and real-time resource adjustments based on business needs.
• Lead and supervise a robust inspection program for guestrooms and public areas to maintain consistent quality.

Guest Satisfaction

• Respond to and resolve guest complaints and service issues promptly and professionally.
• Participate in the development and execution of corrective action plans to improve guest satisfaction scores.
• Build strong guest relationships to encourage loyalty, repeat business, and positive brand advocacy.
• Stay informed of industry and market trends, introducing new products, services, and best practices where appropriate.

Communication & Collaboration

• Deliver and uplifting and inspiring Rally that enlivens our Mission and Purpose. Create a culture where team members feel seen, supported, and inspired. Lead with authenticity, presence, and purpose in every interaction.  
• Ensure consistent communication through departmental meetings, and participation in hotel leadership meetings to prioritize key operational issues and drive collective action.
• Clearly communicate how departmental performance impacts overall hotel financial and operational goals.
• Provide consistent updates to property leadership, ensuring that key stakeholders are informed of any issues that could impact hotel performance and changes in standards.
• Establish and maintain collaborative internal and external relationships that support operational success.
• Ensure the quality, clarity, and timeliness of communication—both verbal and written—meets the standards of the brand and the expectations of your role.

Brand & Culture Leadership

• Provide inspirational leadership that embodies the 1 Hotels Vision, Mission, Compass, and Brand Pillars.
• Lead by example, demonstrating integrity, professionalism, and commitment to Good-Natured Service.
• Build and sustain an organizational culture that maximizes guest and employee engagement while attracting top talent.

Laundry Operations & Linen Management

• Provide strategic and operational oversight of all Laundry Services, including in-house and/or outsourced laundry operations.
• Ensure proper care, handling, processing, and distribution of linens, uniforms, and terry in accordance with brand standards and manufacturer guidelines.
• Establish and monitor linen and uniform par levels to support operational demands while controlling replacement and processing costs.
• Oversee laundry production schedules to meet daily operational needs for guestrooms, public areas, food & beverage outlets, and team member uniforms.
• Monitor laundry productivity, chemical usage, water and energy consumption, and equipment utilization to ensure efficiency and sustainability goals are achieved.
• Partner with Engineering to ensure preventive maintenance and safe operation of laundry equipment.
• Ensure compliance with all health, safety, environmental, and chemical handling regulations related to laundry operations.
• Manage laundry vendor relationships, including contract compliance, service quality, pricing, and invoice accuracy when laundry services are outsourced.
• Investigate and resolve linen loss, damage, or quality issues; implement controls to reduce shrinkage.
• Train and develop laundry leadership and team members on operational standards, safety practices, and proper equipment use.
• Implement continuous improvement initiatives to enhance laundry quality, turnaround time, and cost effectiveness.

Reporting Relationships

• Reports To: Director of Operations Rooms
• Direct Oversight: Housekeeping Managers, Laundry Leadership, and all Housekeeping & Laundry team members

Qualifications & Skills

Required:

• High school diploma or GED required; minimum of 4 years of experience in a comparable leadership role, or an equivalent combination of education and experience.
• Extensive knowledge of housekeeping and laundry operations, including labor management, inventory control, and budgeting.
• Proven leadership ability in a fast-paced, luxury hospitality environment.
• Demonstrated success in driving guest satisfaction, team engagement, and financial performance.
• Strong interpersonal, communication, and organizational skills.
• Proficiency with housekeeping systems, payroll, budgeting tools, and spreadsheets.
• Strong problem-solving skills and ability to manage competing priorities.
• Professional appearance and demeanor aligned with the 1 Hotel brand.
• Flexibility to meet the demands of a 24-hour operation.

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.