Job Purpose

The Cluster Head – Housekeeping is responsible for providing corporate leadership, operational oversight, and quality control for Housekeeping operations across all hotels within the Group.

The position ensures that all properties consistently maintain the Group's standards for cleanliness, hygiene, presentation, guest comfort, productivity, and service quality.

The Cluster Head will establish and implement Group-wide housekeeping standards, SOPs, training programs, inspection procedures, and performance measures. The role will also provide continuous coaching and development to Executive Housekeepers, Housekeeping Managers, Supervisors, and team members across the hotel portfolio.

Key Responsibilities

1. Corporate Housekeeping Leadership

Provide strategic and operational leadership for Housekeeping departments across all hotels.
Establish consistent housekeeping standards, policies, and procedures across the Group.
Develop and implement Group-wide Housekeeping SOPs and operational guidelines.
Conduct regular property visits, inspections, and operational reviews.
Identify performance gaps and implement corrective action plans.
Support hotel management in resolving major housekeeping and guest-service issues.

2. Training & Development

Develop and deliver Group-wide Housekeeping training programs.
Train and coach Executive Housekeepers, Housekeeping Managers, Supervisors, Room Attendants, Public Area teams, and related personnel.
Establish standardized training and competency requirements for housekeeping positions.
Conduct regular refresher training, practical demonstrations, and service workshops.
Develop onboarding programs for new housekeeping employees.
Identify high-potential employees and support career development and succession planning.
Coach Housekeeping Managers to improve leadership, productivity, and team performance.

3. Quality & Cleanliness Standards

Establish and maintain consistent standards for:
- Guestroom cleanliness
- Public areas
- Bathrooms
- Linen and terry
- Guest amenities
- Back-of-house areas
- Hygiene and sanitation
- Room presentation
Conduct regular room and public-area inspections.
Implement standardized inspection checklists and quality-control procedures.
Monitor guest feedback and complaints relating to cleanliness and housekeeping.
Ensure corrective actions are implemented and followed through.

4. Operational Performance & Productivity

Monitor housekeeping performance and productivity across all properties.
Establish appropriate productivity standards for room attendants and housekeeping teams.
Monitor key KPIs including:
- Rooms cleaned per attendant
- Cleaning time and productivity
- Room readiness
- Guest complaints
- Inspection scores
- Linen usage and losses
- Amenity consumption
- Housekeeping cost per occupied room
- Employee productivity and attendance
Benchmark performance between hotels and implement best practices.

5. Manpower Planning

Review housekeeping staffing levels across properties.
Establish appropriate manpower requirements based on occupancy, room inventory, hotel standards, and operational requirements.
Support hotels with workforce planning during peak periods and special events.
Ensure effective deployment and scheduling of housekeeping personnel.
Work with HR to support recruitment, onboarding, training, and retention.

6. Linen, Uniforms & Inventory Control

Establish Group standards for linen, towels, uniforms, guest amenities, cleaning materials, and housekeeping supplies.
Monitor inventory levels, consumption, losses, and replacement requirements.
Implement effective linen-control and inventory-management procedures.
Ensure appropriate standards for laundry operations, whether operated internally or outsourced.
Review supplier quality and recommend improvements where required.

7. Hygiene, Safety & Compliance

Ensure housekeeping operations comply with Group policies, hotel standards, health and safety requirements, and applicable regulations.
Establish appropriate procedures for chemical handling, storage, PPE, and cleaning equipment.
Ensure safe working practices across all housekeeping departments.
Coordinate with relevant departments on hygiene, pest control, waste management, and sanitation matters.

8. Guest Experience

Ensure housekeeping contributes consistently to a high-quality guest experience.
Monitor cleanliness-related guest feedback and online reviews.
Establish effective procedures for handling housekeeping complaints and service recovery.
Develop initiatives to improve guest satisfaction and room presentation.
Ensure VIP, special-request, and special-occasion room requirements are properly managed.

9. Cost Control & Efficiency

Monitor housekeeping operating costs across the hotel portfolio.
Identify opportunities to reduce costs without compromising cleanliness or guest experience.
Review consumption of chemicals, amenities, linen, uniforms, and other supplies.
Promote efficient use of labor, equipment, and resources.
Support hotel management in achieving housekeeping budgets and financial targets.

10. Continuous Improvement

Benchmark housekeeping operations against leading international hospitality practices.
Introduce new cleaning methods, technologies, equipment, and best practices where appropriate.
Lead housekeeping improvement projects across the Group.
Standardize successful practices across all hotels.
Continuously review and improve housekeeping processes, productivity, and service quality.

Key Deliverables

Consistent housekeeping standards across all hotels.
Group-wide Housekeeping SOPs and quality standards.
Standardized training and competency programs.
Improved cleanliness and guest satisfaction scores.
Improved housekeeping productivity and manpower efficiency.
Effective linen, inventory, and cost-control systems.
Regular housekeeping audits and corrective-action reports.
Stronger capability of Executive Housekeepers and Housekeeping Managers.
Consistent compliance with hygiene, safety, and operational standards.

Key Performance Indicators (KPIs)

Guest cleanliness and housekeeping satisfaction scores.
Housekeeping inspection/audit scores.
Guest complaints related to cleanliness.
Room attendant productivity.
Room readiness and turnaround time.
Housekeeping cost per occupied room.
Linen and amenity consumption.
Inventory losses and wastage.
Training completion and competency levels.
Compliance with Group SOPs and standards.
Employee productivity and retention.

Position Profile

The ideal candidate is a senior hospitality Housekeeping professional with extensive multi-property experience, capable of establishing standards, developing teams, conducting operational audits, and driving continuous improvement across multiple hotels.

The role requires a hands-on leader and strong trainer who can work directly with hotel housekeeping teams, Executive Housekeepers, and General Managers to ensure consistently high standards of cleanliness, efficiency, hygiene, and guest satisfaction across the entire hotel portfolio.

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