The Director of Services is responsible for leading and managing all housekeeping operations to ensure guest rooms, public areas, recreational facilities, laundry operations, and employee spaces are maintained to the highest standards of cleanliness, presentation, and functionality. This role drives operational excellence, guest satisfaction, employee engagement, and financial performance through effective leadership, quality assurance, talent development, and adherence to Marriott brand standards. The Director of Services works collaboratively with all departments to deliver exceptional guest experiences while maximizing departmental efficiency and profitability.

KEY RESPONSIBILITIES

Housekeeping Operations Management

• Lead and oversee all housekeeping, laundry, public area, recreation/health club, and associated service operations across the property
• Maintain strong working relationships with Front Office and other operational departments to ensure effective communication and coordination
• Ensure guest rooms, public areas, recreational facilities, and employee spaces are maintained to established quality and cleanliness standards
• Monitor room status, guest requests, arrivals, departures, and operational priorities to optimize workflow and resource allocation
• Ensure compliance with all housekeeping policies, standards, procedures, and brand requirements
• Establish and maintain comprehensive inspection programs for guest rooms, public spaces, employee facilities, storage areas, laundry operations, grounds, and recreational areas
• Ensure adequate inventory levels of housekeeping supplies, linens, guest amenities, and operational equipment

Quality Assurance & Brand Standards

• Ensure consistent execution of Marriott and Sheraton brand standards throughout all service areas
• Conduct routine quality inspections and audits to identify opportunities for improvement
• Implement corrective actions and continuous improvement initiatives to maintain excellence in cleanliness and presentation
• Reinforce standard operating procedures (SOPs) and best practices across all areas of responsibility
• Ensure all facilities reflect the property's quality standards and service culture
• Promote attention to detail and a culture of operational excellence among team members

Financial & Business Performance

• Develop and manage departmental budgets, forecasts, and operational expenses
• Oversee purchasing and inventory management of cleaning supplies, guest amenities, and housekeeping resources
• Monitor departmental costs and implement controls to achieve budgeted financial targets
• Manage labor expenses, productivity levels, payroll costs, and scheduling efficiencies
• Analyze operating statements, budget reports, and performance metrics to identify opportunities for cost optimization.
• Drive departmental performance to achieve or exceed financial goals, including cost per occupied room targets.
• Educate and engage team members on the department's impact on overall hotel financial performance

Guest Experience & Service Excellence

• Champion exceptional guest service and ensure prompt resolution of guest concerns and complaints
• Drive guest satisfaction initiatives and incorporate guest feedback into operational improvements
• Foster a service culture that anticipates and exceeds guest expectations
• Empower associates and supervisors to make guest-focused decisions and deliver memorable experiences
• Review guest satisfaction scores and implement action plans to improve results
• Lead service recovery efforts and ensure operational teams are equipped with appropriate service skills
• Recognize and celebrate service successes that enhance the guest experience

Leadership & Team Development

• Provide strategic leadership, direction, and support to housekeeping leaders, supervisors, and associates
• Develop clear performance expectations, goals, and objectives for all levels of the department
• Coach, mentor, and develop team members to strengthen operational capabilities and career growth opportunities
• Build a culture of accountability, engagement, collaboration, and continuous improvement
• Identify high-potential talent and support succession planning initiatives
• Conduct regular performance reviews and provide constructive feedback to drive excellence
• Foster strong teamwork and effective communication throughout the department

Human Resources & Talent Management

• Lead recruitment, interviewing, selection, and onboarding of housekeeping leadership and associates
• Ensure staffing levels appropriately support guest service requirements and operational demands
• Manage employee performance, recognition, coaching, and progressive discipline processes in accordance with company policies
• Ensure all personnel actions, documentation, and employment practices are administered fairly and consistently
• Promote Marriott’s culture of diversity, inclusion, and equal opportunity
• Maintain open and collaborative relationships with all associates and encourage employee engagement
• Review employee satisfaction results and implement initiatives to improve workplace culture and retention

Communication & Cross-Functional Collaboration

• Partner closely with Front Office, Engineering, Food & Beverage, Human Resources, and other departments to ensure seamless operations
• Communicate operational priorities, quality expectations, and departmental objectives effectively
• Lead departmental meetings, briefings, and training sessions
• Provide regular performance reports, operational updates, and business insights to hotel leadership
• Ensure timely communication of maintenance concerns, operational challenges, and guest feedback
• Collaborate with leadership teams to support property-wide initiatives and objectives

Compliance, Safety & Risk Management

• Ensure compliance with Marriott policies, local regulations, health and safety requirements, and brand standards
• Promote safe working practices and maintain a safe environment for guests and associates
• Ensure proper handling, storage, and use of cleaning chemicals, equipment, and supplies
• Monitor compliance with workplace health, hygiene, and environmental standards
• Ensure emergency procedures and safety protocols are communicated and followed
• Maintain accurate operational records, inspections, audits, and compliance documentation

Our Benefits

• Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends
• Career growth and development through Marriott’s global learning and training programs
• Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity
• Duty meals provided
• Associate transportation provided
• Prorated unused sick leave paid out at year end
• Relocation Benefit for Overseas candidates

Education and Experience

• Minimum 4–6 years of experience in Housekeeping Operations, Rooms Division, or Hospitality Management, including leadership responsibilities
• Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or related field preferred
• Strong knowledge of housekeeping operations, laundry management, recreation facilities, and hotel service standards
• Demonstrated experience managing departmental budgets, labor costs, and operational performance
• Proven leadership, coaching, and team development skills
• Strong communication, problem-solving, and interpersonal skills
• Ability to analyze operational and financial reports and make data-driven decisions
• Strong understanding of quality assurance, brand standards, and guest satisfaction programs
• Knowledge of workplace health, safety, and compliance requirements
• Ability to work in a fast-paced hospitality environment and manage multiple priorities
• Flexibility to work shifts, weekends, and public holidays as required
• Proficiency in hotel property management systems and Microsoft Office applications preferred