Director of Housekeeping
Director of Housekeeping
Due to local laws, we prioritize applicants who have permission to work in Canada, and are fluent in English and French, both orally and in writing.
The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service.
Management role that focuses on supporting the day-to-day operations of the Housekeeping department. The Director of Housekeeping supports its colleagues to carry out the best guest experience and follow all procedures to maintain the property’s standards. They strives to ensure employee and guest satisfaction on their hotel experience especially when it comes to the rooms and public areas.
Manages scheduling of the housekeeping department;
Responsible for hiring, training and scheduling of hourly employees;
Conducts Performance Evaluations, Standard testing and performance management for the department;
Conduct all Housekeeping duties such as:
Daily training on highest hygiene standards;
Daily inspections to ensure Four Seasons standards are maintained (Arrival, stay over and departure) ;
Daily assessment of stock levels;
Laundry quality and billing;
Laundry area and quality checks on items delivered as well as highest hygiene standards.
Drive all Key Performance indexes scores relating to service for the Housekeeping department (LQA, Forbes, Medallia);
Establish training and accountability within the team to achieve high results above benchmarks;
Responds swiftly and effectively in any hotel emergency or safety situation;
Resolves guests’ complaints related to the rooms and public areas of the hotel, handling all guest interactions with the highest level of hospitality, confidentiality and professionalism, accommodating special requests whenever possible;
Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone or via other technologies (CHAT);
Utilizes a variety of computer systems to run daily reports and ensure guests preferences and specificities are respected and honored whenever possible;
Ensure teams receive relevant and timely pre-shift in order to be successful during their shift;
Participates in periodic Linen, Uniform and Supplies Inventories. Recommends appropriate actions passed on results of inventory;
Assures effective operation of the Laundry/Valet Department. Assists the department when needed;
Assures that equipment is properly maintained;
Ensure ordering is done based on needs and stock shortage;
Ensure property cleanliness at all time with highest hygiene standards in mind and are representative of Four Seasons – across entire property;
Manages operational expenses according to the budget and business needs, develops and ensure compliance with adequate control systems;
Adhere to payroll procedures: Ensure payroll is accurate and payroll package is provided to accounting every payroll week;
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in the Employee Manual EmPact;
Works harmoniously and professionally with co-workers and supervisors
Assists department head with responsibilities and duties in his absence of or due to heavy volume in all areas of the rooms division;
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service;
Always lead by example and support team members with their needs regarding to training, scheduling or tools to perform their duties.
Desired Qualifications and Skills
A degree in hotel management or related field of study is preferred;
4-7 years luxury hotel experience in a housekeeping management role;
Experience with computers and knowledge of key front office PMS is a must;
Knowledge and experience with Excel, Word, PowerPoint, Internet and Opera; this list is non-exhaustive;
Reading, writing and oral proficiency in the French and English languages; Foreign language is a plus but not required;
Clear managerial, supervisory and leadership skills;
Ability to be an inspirational leader who can develop his team through effective communication and guidance;
Trustworthy and helpful personality to all team members in various departments;
Ability to manage a large and diverse group of individuals;
Ability to read and comprehend a departmental budget;
Ability to communicate clearly and adapt his/her communication style to the audience;
Shift gears and into different areas of responsibilities comfortably;
Ability to work in motion, mostly standing, and lift, pull or push loads up to 25kg;
Eye for details and an innovative approach to operating principles;
Professional presentation and strong interpersonal skills;
Ability to anticipate, take initiatives, identify risks and positively manage potential conflicts;
What's in it for you?
Extended Health Coverage (dental, vision, life insurance, RMT, prescription drugs, etc) after probationary period;
Discounts at MARCUS Restaurant and our 5- Star Spa;
Employee theme recognition days and events- Employee of the month, Years of service celebrations, birthday events, etc.;.
Complimentary meal per shift in our employee dining room (Café 1440) ;
Retirement plan with employer contribution;
Paid time off; vacation days and 2 additional floating holidays per year;
Excellent training and development program;
Employee Travel Program, including complimentary stays at Four Seasons globally (by length of service and subject to availability).
The list of tasks specified above is not exhaustive, the function will require a constant adaptation to situations of high activity and specific management of customer relations.
*Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws