Director of Housekeeping

Company Description

The Fairmont Bangkok Sukhumvit, set to open its doors in the vibrant heart of Bangkok, will be the first Fairmont brand in Thailand. This 416-room luxury hotel, taking design inspiration from the Kingdom's rich cultural heritage and contemporary dynamism, will offer an exquisite blend of traditional Thai aesthetics and modern sophistication. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as an outdoor swimming pool, an extensive gym and an entire floor of wellness spa. For corporate and social groups, the Fairmont Bangkok Sukhumvit will offer two ballrooms, as well as eight meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Bangkok Sukhumvit is set to become the social epicenter of Bangkok, embodying our belief that a Fairmont is a truly special place!

Job Description

Position: Director of Housekeeping

Department: Housekeeping

Reports to: Director of Rooms / Director of Operations

Working Location: Fairmont Bangkok Sukhumvit or any assigned venues

The Director of Housekeeping is a pivotal leadership role, responsible for setting and maintaining the highest standards of cleanliness, guest comfort, and aesthetic presentation throughout the entire hotel. As a key contributor to our purpose "to show the world that true luxury is inclusive," you will inspire and empower your team to "make special happen" through impeccable attention to detail, ultimately "turning moments into special memories" for our guests within their personal sanctuary. You will ensure every guest touchpoint reflects an "invitation to surprise," reflecting our commitment to driving value for our owners and partners and consistently delivering a balanced scorecard. Critically, this role is instrumental in the hotel's ambition to achieve and maintain Forbes 5-Star certification, requiring a deep understanding and unwavering commitment to its exacting standards in every aspect of housekeeping operations.

Key Responsibilities:

• Forbes 5-Star & Luxury Standards Leadership:
  • Drive and ensure that the hotel achieves and maintains its Forbes 5-Star rating for cleanliness, comfort, and service excellence at all times, making this a central focus of all housekeeping operations.
  • Implement and rigorously uphold Fairmont's exacting luxury brand standards, ensuring impeccable cleanliness, order, and aesthetic presentation in all guest rooms, public areas, back-of-house, and leisure facilities.
  • Support the hotel in full capacity to ensure it reaches all brand audit expectations, while simultaneously maintaining colleague satisfaction at a very high standard, recognizing that "our colleagues are the heart and soul of our hotel."
• Team Leadership & Development:
  • Lead, motivate, and develop the Housekeeping team, fostering a culture where "colleagues are the heart and soul of our hotel" and are empowered to excel, providing "special, personalized experiences."
  • Develop comprehensive training programs on luxury service standards, efficient cleaning techniques, product knowledge, and safety protocols. Possess a strong sense of luxury and the ability to effectively train all housekeeping colleagues, including outsourced team members, to embody these standards.
  • Ensure every team member is an "approachable," "genuine," and "empowered" "connector."
  • Manage flexible schedules for colleagues across various employment statuses, including Full-time, Part-time, Casual, Hourly, Outsourced, and Internships.
  • Ensure equitable treatment for all types of employment status, including outsourced colleagues, fostering a truly inclusive and supportive working environment.
  • Coach and mentor individuals, promoting continuous learning and skill enhancement, ensuring the team is equipped to "make special happen" for every guest.
• Operational Efficiency & Financial Acumen:
  • Oversee daily housekeeping operations, including room assignments, inspections, laundry, and public area maintenance, ensuring seamless execution and efficient resource utilization.
  • Demonstrate strong knowledge of FTE (Full-Time Equivalent) management to ensure manpower is optimal and perfectly matches room productivity, maximizing efficiency.
  • Exhibit strong numeric skills in Departmental P&L (Profit & Loss) management and CAPEX (Capital Expenditure) management, effectively controlling budgets, optimizing inventory, and making strategic financial decisions, aligning with our belief to "drive value for our owners and partners."
  • Proactively come up with new initiatives related to cleaning technologies, guest room amenities, and sustainable practices to continually enhance efficiency and the guest experience.
• Sustainability & Community Leadership:
  • Coordinate and collaborate closely with the Engineering team to integrate sustainability projects into the broader hotel operations, contributing to a "big picture" approach to environmental stewardship.
  • Act as a project leader in gaining and maintaining hotel sustainability certificates and awards, such as Green Hotel, Green Keys, and other relevant environmental recognitions.
  • Champion eco-friendly practices within the department, including waste reduction, energy conservation, and responsible sourcing, demonstrating that "we hold ourselves accountable to helping make our community a better place."
• Guest Experience & Special Moments:
  • Ensure all guest requests are handled promptly, efficiently, and with the utmost discretion and care, reinforcing our commitment that "every guest interaction is an invitation to surprise."
  • Work closely with the Director of Rooms and other departments to anticipate guest needs and preferences, creating personalized and memorable experiences that "turn moments into special memories."
• Health, Safety & Asset Management:
  • Implement and enforce stringent health, safety, and hygiene standards within the department, ensuring a safe environment for guests and colleagues alike.
  • Oversee the care and maintenance of all hotel assets, including furniture, fixtures, and equipment within guest rooms and public areas, ensuring longevity and optimal condition.

Prospective & Expectation: At Fairmont Bangkok Sukhumvit, we believe that everyone is the Guest Service, Security, Sales & Marketing, and Human Resources Person. This means:

• Guest Service: Every clean room and impeccably presented space is an opportunity to delight and create a truly special experience, reflecting our commitment to "turning moments into special memories."
• Security: We are all responsible for maintaining key control, safeguarding guest belongings, and upholding strict safety protocols within all areas of the hotel.
• Sales & Marketing: We contribute to the hotel's reputation by ensuring the physical product consistently meets and exceeds luxury expectations, attracting and retaining discerning guests.
• Human Resources: We foster a positive and supportive work environment, nurturing the growth and well-being of our diverse team members, ensuring they feel valued as the "heart and soul of our hotel." We hold ourselves accountable to helping make our community a better place.

Qualifications

Knowledge and Experience:

• Bachelor's degree in Hospitality Management or a related field.
• Minimum 5-7 years of progressive experience in Housekeeping management within a luxury hotel environment, with at least 2-3 years at a Director or Assistant Director level.
• Luxury experience in a management position in Housekeeping is required and will be a significant advantage.
• Comprehensive knowledge of Forbes audit standards for Hotels is a must.
• Strong knowledge of FTE (Full-Time Equivalent) management and productivity optimization.
• Proven experience in managing large, diverse teams across various employment statuses (full-time, part-time, casual, hourly, outsourced, internship).
• Demonstrated ability to manage budgets, control costs, and implement efficient operational processes.
• Experience in initiating and managing sustainability projects or certifications (e.g., Green Hotel, Green Keys).
• Fluent proficiency in both written and spoken English and Thai is a must, essential for creating truly personalized and "approachable" experiences that connect "genuinely" with our diverse local and international guests and colleagues, ensuring every interaction "turns into a special memory."
• Proficiency in a third language will be considered a significant advantage.
• Good working knowledge of Property Management Systems (PMS) and Housekeeping management software.

Competencies:

• Exceptional leadership and coaching abilities, with a proven track record of inspiring and developing a high-performing and motivated team.
• Unwavering attention to detail and an absolute commitment to flawless execution, vital for achieving and maintaining Forbes 5-Star service standards.
• Strong numeric and analytical skills for effective Departmental P&L and CAPEX management.
• Inherent sense of luxury and the ability to effectively train and instill this mindset in all team members, including outsourced colleagues.
• Highly "empathetic," "approachable," and "genuine" in all interactions, building trust and rapport with both colleagues and guests.
• Excellent analytical and problem-solving skills, with a proactive approach to identifying and resolving operational challenges.
• "Results-oriented" with strong organizational and time management skills, capable of prioritizing effectively in a fast-paced luxury environment.
• A strategic thinker with an innovative mindset, constantly seeking new initiatives to enhance efficiency, cleanliness, and guest satisfaction.
• A true team player & "connector," fostering a collaborative and supportive environment within the Housekeeping department and with other hotel teams.
• Strong communication skills (verbal and written) to effectively convey standards, provide feedback, and coordinate cross-departmental initiatives.
• "Well-presented" and professionally groomed at all times, embodying the elegance and sophistication of the Fairmont brand.