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Director of Housekeeping

Washington, DC, United States, Washington, United States

Director of Housekeeping

  • Washington, DC, United States
  • Housekeeping Division
  • Full time

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.  Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality. 

Our Hotel

Set at the heart of the US capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington, DC has redefined luxury in the city.  Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and the seat of power.


It is the mission and intent of this position that the incumbent will take full responsibility for the Management and Leadership of the Housekeeping Division to ensure smooth running of the housekeeping operations and maintain standards within budget.

Essential Functions

Scope of Position

Directs housekeeping program for the hotel to ensure the highest standards of cleanliness and attractiveness. The job includes property maintenance inclusive of all public areas, all F&B outlets, spa, guest rooms and laundry/valet. Manages a housekeeping staff, including Assistant Director of Housekeeper, Assistant Housekeeping Managers, Office Coordinators, AM & PM Room Attendants, House Attendants and Valet and Seamstresses.

Organizational Structure

The Director of Housekeeping reports directly to the Director of Rooms.

Duties and Supporting Responsibilities

  • Coordinates the efficient running of the Housekeeping and Laundry/Valet departments on a daily basis.
  • Motivate, train, supervise, evaluate and discipline all Housekeeping and Laundry employees.
  • Ensure that all reports required by various offices in the hotel are submitted on a timely basis.
  • Ensure that all colleagues have total compliance with all standards of operation and service standard requirements.
  • Review all customer comments and feedback relating to the Housekeeping and Laundry/Valet departments, ensure that immediate action has been taken and formulate solutions to prevent dissatisfaction recurring.
  • Ensure that all schedules are completed and meet the labor management guidelines.
  • Oversee the ordering of all supplies to ensure that par levels are maintained and that purchasing is in line with budget.
  • Hold regular daily, weekly and monthly communication briefings with colleagues of all levels.
  • Carry out inspections of rooms, public areas and back of house areas on a regular basis to ensure that high standards are maintained at all times.
  • Ensure that linen is properly controlled and ensure that quality of linen laundry service is reviewed daily.
  • Ensure that uniforms for all staff are maintained and controlled and coordinate with designers as required.
  • Propose and initiate when approved, new services and products for our guests.
  • Perform and oversee administrative duties such as scheduling, payroll, purchasing and inventory management reports.
  • Maintain an ongoing Safe & Sound program.
  • Participate in all regular and ad hoc operational meetings as required.
  • Manage projects and any other reasonable duties as required by hotel management

 Human Resources

  • Oversee housekeeping and laundry candidate selection and staffing.
  • Oversee staff performance of all housekeeping and laundry colleagues.
  • Develop middle management through coaching within the department.
  • Ensure that the appraisal and succession planning systems and deadlines are utilized and adhered to.
  • Ensure that all staff problems are handled expediently and tactfully.
  • Complete ownership for the ongoing training requirements in the division.
  • Oversee all vacation and leave requests to ensure that staffing guidelines are covered.
  • Ensure that disciplinary procedures are undertaken fairly and in accordance to hotel policies.
  • Comply with and enforce hotel grooming standards with all colleagues.


  • Closely monitor all departmental expenses and labor to ensure that they are within budget.
  • Participates in the preparation of the annual budget providing the Hotel Manager with information required to complete the division budget.
  • Contribution to the preparation of Rooms annual CapEx plan and management of Rooms related CapEx projects and expenditure.
  • Ensure operations meet all internal and external audit requirements.


  • Work closely with the IT department to ensure that all deficiencies in guest room technology are reported and remedied immediately.


  • Work closely with Director of Engineering to oversee maintenance of all rooms and public areas as required.
  • Conduct regular maintenance walkthroughs of the property with Engineering Management identify any areas that require remedial action and to co-ordinate the timely completion of such.
  • Manage the room preventative maintenance program in conjunction with the Director of Engineering to ensure that the MOHG standards for PM are maintained throughout the year and to ensure that the quality of the room product is maintained at the highest level.
  • Work constantly with the Engineering Management team to ensure that any out of order rooms are returned to inventory expediently.


Education and Experience


  • At least 5 years practical experience in similar position for a luxury property
  • College degree in Hospitality Management or similar field or equivalent experience
  • Established track record of motivating and delivering results in a housekeeping operation and the highest luxury standards
  • Union experience
  • Superior Employee Relations Skills
  • Strong business acumen and established track record of cost control and operating within budgeted expectations
  • Displays high commitment to improving customer services
  • Committed to developing colleagues
  • Ability to motivate team and build morale
  • Ability to anticipate and assess issues, risks and opportunities and develop the new approaches
  • Accepts responsibility and accountability
  • Excellent communication skills in all aspects: verbal, written and non-verbal.
  • Professional and appropriate business appearance and presentation.
  • Must possess excellent organizational and administrative skills, interpersonal skills and leadership skills.
  • Approachable, open-minded and fair.
  • Flexible work hours to meet the demands of a 24 hour operation.



  • Additional languages are an advantage.
  • Experience with HMS, HotSOS, REX
  • Experience with the Washington, DC area

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.


Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.


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Equal Employer Opportunity statement:

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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