Director of Housekeeping Nouveau

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Rome will offer a rare urban retreat set across ten 19th-century villas, surrounded by lush gardens yet only moments from the city’s iconic landmarks. The hotel will feature 108 elegantly designed rooms and suites, many with private terraces or gardens, crafted by renowned designers Gilles & Boissier. With six distinctive restaurants and bars, including a rooftop Mandarin Bar with sweeping city views, the property will blend tranquil residential charm with contemporary Roman sophistication.

About the job

The Director of Housekeeping is responsible for leading all housekeeping operations across the hotel, ensuring the highest standards of cleanliness, presentation and guest satisfaction. Reporting to the Director of Rooms, this role plays a key part in delivering Mandarin Oriental’s legendary quality standards while driving operational excellence, colleague engagement and financial performance.

As Director of Housekeeping, you will be responsible for the following duties:

• Lead and manage all housekeeping operations, ensuring Mandarin Oriental Legendary Quality Standards are consistently delivered throughout the hotel. 
• Develop, motivate and inspire the housekeeping team through effective leadership, coaching, training and succession planning. 
• Ensure exceptional guest experiences by maintaining the highest standards of cleanliness, room presentation and public area appearance. 
• Monitor service delivery through SOPs, LQEs, LQA standards and quality action plans to achieve and exceed guest expectations. 
• Partner closely with Front Office, Engineering, Laundry, People & Culture and other departments to ensure seamless hotel operations.
• Manage departmental payroll, productivity, forecasting and budgeting to achieve agreed financial objectives.
• Oversee inventory management, linen operations, guest supplies, amenities and housekeeping equipment to ensure operational efficiency and cost control.
• Drive the hotel’s preventive maintenance programme in collaboration with Engineering and the Director of Rooms to maintain exceptional room quality.
• Lead quality assurance initiatives through regular inspections, audits and performance reviews.
• Ensure compliance with health, safety and environmental standards, maintaining a safe environment for guests and colleagues. 
• Analyse operational performance and guest feedback, implementing continuous improvement initiatives to enhance service delivery.
• Conduct regular departmental meetings, colleague reviews and training sessions to promote engagement and service excellence. 
• Participate in senior management duty coverage and contribute to the overall success of the hotel as a member of the leadership team.
• Undertake any other duties reasonably required by the Director of Rooms in support of operational objectives.

As Director of Housekeeping, we expect from you:

• A minimum of 7+ years of housekeeping leadership experience within luxury hotels, including significant experience leading large teams.
• Proven track record of maintaining exceptional housekeeping standards in a luxury hospitality environment.
• Strong leadership, people development and coaching capabilities.
• Excellent financial acumen with experience managing departmental budgets, payroll and productivity targets.
• Strong understanding of quality assurance processes, luxury service standards and guest satisfaction metrics.
• Excellent communication and stakeholder management skills.
• Experience working collaboratively across multiple operational departments.
• Strong command of written and spoken English and Italian.
• Ability to thrive in a fast-paced, pre-opening or luxury hotel environment while managing multiple priorities.
• High levels of professionalism, attention to detail and commitment to delivering exceptional guest experiences.

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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