Job Description

Roles & Responsibilities

The Director of Housekeeping is responsible for leading the overall housekeeping operation of Sofitel Jabal Omar Makkah, ensuring the highest standards of cleanliness, presentation, luxury service and operational excellence across all guestrooms, public areas, back-of-house facilities and laundry operations.

Key Responsibilities, among others;

Housekeeping Operations & Strategy:

• Develop and implement the annual Housekeeping strategy aligned with the hotel's operational and financial objectives.
• Lead all housekeeping operations, including guestrooms, suites, public areas, heart-of-house facilities, laundry operations, linen management and uniform services.
• Ensure all areas consistently meet or exceed Sofitel luxury standards and guest expectations.
• Establish departmental objectives, operational procedures and service standards that promote operational excellence.
• Continuously evaluate and improve housekeeping processes, productivity and service delivery.
• Ensure readiness during peak occupancy periods, major events.

Guest Experience & Luxury Standards:

• Deliver exceptional standards of cleanliness, comfort and presentation across all guest areas.
• Ensure guestrooms are maintained to the highest luxury standards, reflecting the Sofitel brand promise.
• Monitor guest feedback and satisfaction scores, implementing action plans to continuously improve performance.
• Collaborate with Front Office and Guest Relations to ensure timely room availability and efficient handling of guest requests.
• Promote personalized service through attention to detail and proactive guest engagement.
• Ensure VIP arrivals, long-stay guests and special requests are executed flawlessly.

Quality Assurance & Compliance:

• Maintain compliance with Sofitel brand standards, LQA standards and corporate quality requirements.
• Conduct regular inspections of guestrooms, public areas and back-of-house facilities.
• Ensure full compliance with hygiene, sanitation, environmental, health and safety regulations.
• Oversee pest control, deep-cleaning programs and preventive housekeeping maintenance.
• Lead departmental readiness for quality audits and inspections.

Laundry, Linen & Asset Management:

• Oversee all laundry operations, ensuring efficient processing of guest laundry, uniforms and hotel linen.
• Develop effective linen management strategies to optimize inventory and reduce losses.
• Monitor linen quality, replacement cycles and operating costs.
• Ensure housekeeping equipment is properly maintained and replaced as required.
• Implement effective inventory control procedures for operating supplies and equipment.

Financial & Operational Performance:

• Prepare and manage the departmental budget, forecasts and capital expenditure plans.
• Monitor payroll, productivity, staffing levels and departmental expenses.
• Identify opportunities to improve operational efficiency while maintaining luxury service standards.
• Optimize labor scheduling based on occupancy forecasts and operational requirements.
• Manage procurement of housekeeping supplies and equipment while ensuring cost effectiveness.
• Monitor departmental KPIs including productivity, cleanliness scores, guest satisfaction, labor costs and operating expenses.

Team Leadership & Talent Development:

• Lead, motivate and develop a high-performing housekeeping leadership team.
• Foster a culture of collaboration, accountability and continuous improvement.
• Recruit, train and retain talented Heartists while promoting employee engagement.
• Develop succession plans and identify future departmental leaders.
• Conduct regular coaching, performance evaluations and career development discussions.

Cross-Functional Collaboration

• Collaborate closely with Front Office to optimize room readiness and guest satisfaction.
• Work with Engineering to ensure preventive maintenance programs support guestroom quality.
• Support Food & Beverage and Events teams during major functions and VIP events.
• Coordinate with Talent & Culture to ensure workforce planning and training objectives are achieved.

Desired Candidate Profile

Qualifications

• Bachelor's degree in Hospitality Management, Hotel Administration or a related field.
• Minimum 8 10 years' experience in Housekeeping leadership within luxury hotels or resorts.
• Proven experience managing large-scale housekeeping operations in a luxury hospitality environment.
• Strong knowledge of housekeeping operations, laundry management, quality assurance and luxury service standards.
• Excellent communication, leadership and stakeholder management skills.
• Proficiency in hotel property management systems and housekeeping technologies.
• Fluent in English; Arabic is an advantage.