Director of Housekeeping Services

Genting Malaysia Berhad

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.
 
With decades of experience and milestones, Genting Malaysia celebrates its 60 Years Diamond Jubilee in 2025, stamping its mark as a leading tourism and entertainment hub with award-winning properties and world-class attractions such as Genting SkyWorlds Theme Park, Skytropolis Indoor Theme Park, Crockfords, and more. Even with all these accolades, Genting Malaysia is constantly expanding and making big waves in the hospitality industry.
 
If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Job Title: Director of Housekeeping Services

Department: Hotel Operations
Reports To: Vice President / Head of Hotel Operations

Supervises:  Executive Housekeepers, Public Area Manager, Laundry Plant Managers

Job Purpose

The Director of Housekeeping is responsible for the overall strategy, management, and operational excellence of the Housekeeping Division, covering hotel rooms, public areas, and laundry plant operations. The role ensures the highest standards of cleanliness, hygiene, and service quality in compliance with Malaysian Standards and aligned with ISO (International Organization for Standardization) requirements. The Director leads continuous improvement initiatives, optimizes resources, and drives guest satisfaction while maintaining cost efficiency.

Key Responsibilities

Strategic & Operational Leadership

• Develop and implement long-term strategies, plans, and budgets for housekeeping operations to meet management objectives.
• Establish and monitor operational performance standards for all housekeeping areas, ensuring adherence to company policies and ISO standards.
• Oversee the public area cleaning services and laundry plant operations, ensuring efficiency, sustainability, and quality output.
• Lead process improvement initiatives within housekeeping and maintenance programs to enhance productivity and cost effectiveness.

Quality, Safety & Customer Experience

• Continuously monitor guest feedback and behavior to improve service delivery and overall satisfaction scores.
• Ensure compliance with quality assurance programs, health and safety regulations, and environmental standards.
• Implement preventive maintenance schedules and coordinate closely with the Engineering Department for facility upkeep.
• Promote a strong culture of cleanliness, attention to detail, and excellence across all service touchpoints.

People & Performance Management

• Direct and develop a high-performing housekeeping team through coaching, training, and career development programs.
• Evaluate employee performance, identify top talent, and recommend individuals for fast-tracking and leadership development.
• Revise job scopes and organizational structures as needed to ensure optimal workforce utilization and efficiency.

Continuous Improvement & Industry Engagement

• Research and benchmark emerging trends and innovations in housekeeping and hospitality technology.
• Represent the company at industry trade shows, exhibitions, and FAM trips to maintain competitiveness and operational insight.
• Initiate and lead new projects or pilot programs to enhance guest experience and operational sustainability.

Key Competencies

• Strategic Planning and Leadership
• Operational and Financial Management
• Quality Assurance and ISO Compliance
• Guest Experience and Service Excellence
• Talent Development and Team Leadership
• Process Improvement and Innovation
• Interdepartmental Collaboration (especially with Engineering and Front Office)
• Knowledge of Integrated Resorts, Building Management, and Large-Scale Operations

Key Performance Indicators (KPIs)

• Guest Satisfaction Scores (e.g., cleanliness ratings, review platforms)
• Operational Efficiency Metrics (cost per room cleaned, laundry turnaround time, etc.)
• Staff Retention and Training Completion Rates
• Quality Audit Results / ISO Compliance Score
• Budget Adherence and Cost Optimization
• Implementation of New Initiatives and Process Improvements

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!