Director of Services

Director of Services role at Sheraton Hotels & Resorts. Manages housekeeping functions and staff to ensure property guest rooms, public spaces and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with the team to execute all housekeeping operations, aiming to continually improve guest and employee satisfaction and maximize the department's financial performance. Ensures that standards and procedures are being followed.

• Maintain a strong working relationship with Front Office to ensure effective communications for operational issues.
• Obtain lists of rooms to be cleaned and prospective check-outs or discharges to prepare work assignments.
• Inventory stock to ensure adequate supplies.
• Ensure guestrooms, public spaces and employee areas are cleaned according to operating standards.
• Ensure compliance with all housekeeping policies, standards and procedures.
• Initiate and maintain an effective inspection program covering rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.

• Supervise and approve budgeting and ordering of guestroom and cleaning supplies.
• Understand the importance of the department's operation on overall property financial goals and educate staff on details as appropriate.
• Manage areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
• Keep the Housekeeping team focused on critical components of operations to drive guest satisfaction and financial results.
• Manage department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.

• Respond to and handle guest problems and complaints effectively.
• Incorporate guest satisfaction into departmental meetings with a focus on continuous improvement.
• Empower employees to provide excellent customer service.
• Develop goals and expectations for direct report managers.
• Celebrate successes and publicly recognize the contributions of team members.
• Review employee satisfaction results to identify and address employee concerns.
• Communicate expectations, recognize performance, and drive desired business results.

• Ensure property policies are administered fairly and consistently.
• Ensure disciplinary procedures and documentation are completed according to SOPs/LSOPs and support the Peer Review Process.
• Establish goals and objectives for all areas of responsibility.
• Direct staff to strive for continuous improvement in all areas of responsibility.
• Interview and hire management and hourly employees with the appropriate skills to meet business needs.
• Manage employee progressive discipline procedures for areas of responsibility.
• Review staffing levels to ensure guest service, operational needs and financial objectives are met.
• Establish and maintain open, collaborative relationships with employees and ensure the same within the team.
• Ensure employees are treated fairly and equitably.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.