Compensation Type: Yearly Highgate Hotels:

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

 

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

 

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location:

 

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston’s Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

Overview:

The Director of Housekeeping is responsible for leading all aspects of the Housekeeping Department, including guest rooms, public areas, and back-of-house spaces. This role ensures the delivery of consistent luxury standards, a clean and safe environment, and an elevated guest experience, while maintaining strong financial controls and labor productivity.

 

The Director of Housekeeping provides strategic and operational leadership to a large, unionized housekeeping team and works closely with Rooms Division leadership and other departments to support seamless hotel operations.

Responsibilities:

Operations & Quality Standards

• Oversee daily housekeeping operations for guest rooms, public areas, and back-of-house spaces
• Ensure all areas are maintained to luxury brand and hotel standards
• Lead daily room inspections and maintain a consistent quality control program
• Inspect VIP and special-request rooms prior to arrival
• Ensure accurate room status reporting and resolve discrepancies with Front Office
• Monitor out-of-order, out-of-service, and discrepant rooms and coordinate resolution
• Partner with Engineering on preventive maintenance programs and follow-up on work orders

Labor & Financial Management

• Own housekeeping labor management, productivity standards, and scheduling
• Prepare staffing plans aligned with forecasted occupancy and business levels
• Monitor payroll, overtime, and productivity to ensure budget compliance
• Control departmental expenses including supplies, linens, uniforms, and contracted services
• Oversee linen and terry PAR levels, inventories, and loss prevention efforts
• Participate in monthly and quarterly inventories for linens, uniforms, and supplies
• Follow purchasing, invoicing, and accounting procedures in accordance with hotel standards

Leadership & Union Relations

• Lead, coach, and develop the housekeeping leadership team
• Foster a respectful, accountable, and performance-driven work environment
• Manage union relations in collaboration with HR, including coaching, corrective action, and contract compliance
• Ensure proper onboarding, training, and ongoing development of all housekeeping staff
• Prepare and deliver performance evaluations and formal feedback
• Conduct departmental meetings and training sessions on a regular basis

Guest Experience & Collaboration

• Ensure housekeeping plays an active role in the overall guest experience
• Respond to guest concerns in a timely and professional manner and ensure proper follow-up
• Maintain constant communication with Guest Services and Front Office
• Coordinate with other departments to support group arrivals, large turns, and special events
• Monitor and act on special requests, VIP needs, and guest preferences

Compliance, Safety & Administration

• Ensure compliance with all federal, state, and local employment and safety regulations
• Maintain proper key control, lost and found procedures, and security protocols
• Ensure proper handling and storage of cleaning products in accordance with OSHA standards
• Maintain accurate departmental documentation including schedules, inspections, inventories, and reports
• Ensure all required payroll reports and activity logs are completed and submitted on time

 

Qualifications:

Education & Experience: 

• At least 5 years of progressive experience in a luxury hotel or a related field; or a 4-year college degree and 3 or more years of related luxury experience
• Prior Director-level leadership experience within Housekeeping required
• Experience leading unionized housekeeping operations preferred
• Demonstrated ability to manage large teams in a fast-paced luxury environment
• Working knowledge of labor scheduling, productivity standards, and payroll controls
• Experience overseeing room quality, inspections, and preventive maintenance programs
• Proficient in Microsoft Office and hotel systems (PMS, housekeeping platforms, reporting tools)
• Strong organizational, communication, and leadership skills

Physical Requirements:

• Long hours may be required based on business needs, including weekdays, weekends, and holidays
• Ability to walk and inspect the property for extended periods
• Ability to lift, push, or pull up to 50 pounds occasionally

General Requirements:

• Communicate effectively, verbally and in writing, with guests and all levels of employees
• Maintain a professional appearance and demeanor at all times
• Demonstrate strong problem-solving, organizational, and time-management skills
• Maintain confidentiality of sensitive information
• Attend all required hotel meetings and trainings
• Participate in Manager on Duty coverage as required
• Comply with all hotel policies, procedures, and safety standards
• Perform other duties as assigned by hotel leadership