Director of Housekeeping
22 days ago
Blowing Rock
Job DescriptionDescription: ABOUT CHETOLA RESORT For over 175 years, Chetola Resort has offered guests a timeless mountain escape in the heart of the Blue Ridge Mountains. Serving as the gateway to beautiful Blowing Rock, North Carolina as a luxury haven where adventure meets tranquility, Chetola blends refined hospitality with immersive outdoor experiences—from Orvis®-endorsed fly fishing to award-winning dining, spa indulgence, and family-friendly recreation. Under new ownership, we are embracing an exciting new chapter rooted in thoughtful renewal, authentic elegance, and exceptional guest service. Blowing Rock is home to some of the most luxurious residences in the Carolinas, welcoming an affluent, discerning, year-round clientele. THE ROLE Chetola Resort is seeking a hands-on, results-driven Director of Housekeeping to lead our Housekeeping and Laundry teams with a relentless focus on Forbes-level cleanliness, service excellence, and consistency. This leadership role is responsible for ensuring that all guest rooms, public spaces, and back-of-house areas meet or exceed luxury hospitality standards every day. The Director of Housekeeping is both a strategic leader and operational presence, setting expectations, training teams, inspecting spaces, and modeling the service behaviors that define a world-class guest experience. WHAT YOU'LL DO Leadership, Training & Team Development • Lead, inspire, and develop housekeeping supervisors, room attendants, and laundry staff, • Build and maintain a structured training program aligned with Forbes Travel Guide service, cleanliness, and presentation standards, • Conduct onboarding, refresher training, and ongoing skills coaching to ensure consistency across all shifts, • Set clear performance expectations and conduct regular coaching, feedback, and evaluations, • Oversee daily housekeeping operations across the Lodge, short-term rental Condominiums, and resort public spaces, • Ensure all guest rooms and public areas meet Forbes-level cleanliness, condition, and sensory standards, • Establish inspection routines, quality audits, and corrective action plans, • Ensure proper handling of guest belongings, lost and found, and in-room presentation, • Create daily staffing plans based on occupancy, arrivals, departures, and special events, • Manage linen, amenity, and supply inventories with a focus on quality, sustainability, and cost control, • Monitor labor efficiency while protecting service standards, • Leverage property management systems (PMS), housekeeping management tools, and mobile applications to manage room status, inspections, and task assignments, • Ensure accurate and timely updates of room readiness, out-of-order rooms, and special requests within system workflows, • Use scheduling, timekeeping, and HR systems to manage attendance, labor reporting, and compliance, • Analyze operational data and reports (e.g., productivity, inspection results, guest feedback, turnaround times) to identify trends and improvement opportunities, • Work closely with Front Desk, Engineering, and Operations to ensure seamless room readiness, • Serve as the escalation point for housekeeping-related guest concerns, resolving issues with professionalism and care, • Maintain accurate digital records related to inspections, room status, attendance, and compliance Excellence at Chetola lives in the details. The Director of Housekeeping must demonstrate an exceptional eye for detail and an uncompromising commitment to precision. This includes: • Ensuring guest rooms, bathrooms, linens, and public areas meet luxury cleanliness and presentation standards without exception, • Identifying minor issues before they become guest-visible concerns (e.g., lighting, scent, alignment, wear, restocking, presentation), • Holding teams accountable for consistency across buildings, room types, and shifts, • Personally inspecting spaces and coaching in real time to reinforce expectations, • Passionate about luxury hospitality, cleanliness, and guest experience, • Proven leader who sets high standards and holds teams accountable, • Exceptionally detail-oriented with strong inspection and coaching skills, • Organized, proactive, and solutions-focused, • Prior housekeeping leadership experience within a resort or hotel environment is required, • Experience managing teams, schedules, inventory, and departmental budgets, • Strong computer and technology proficiency, including the ability to confidently use property management systems (PMS), housekeeping or inspection tools, scheduling and timekeeping systems, and standard business software (email, spreadsheets, reporting dashboards), • Comfort working in technology-enabled operating environments, with the ability to learn new systems, follow digital workflows, and ensure accurate data entry and reporting, • Ability to interpret operational reports and use data to support staffing decisions, quality improvements, and performance management, • Strong communication skills and commitment to guest satisfaction, • Ability to work weekends, holidays, and variable schedules based on resort occupancy, • One of the largest private employers in the county with a dynamic work setting and strong potential for career growth, • Join a dedicated and growing team shaping the next era of a beloved mountain resort, • Contribute meaningfully to a culture rooted in connection, craftsmanship, and care, • Competitive salary based on experience, • Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, supplemental coverage, PTO, and on-property perksChetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.