Inn on Biltmore Estate - Executive Housekeeper

About the role

The Executive Housekeeper is responsible for achieving quality, financial, and employee engagement goals as outlined in the hotel's strategic plan and budget for all Inn housekeeping, including hotel rooms and Historical Guest Cottages. This role involves quality control, staff development, and performance management while promoting a positive and engaging work environment through effective communication. The incumbent will collaborate closely with other departments to ensure smooth operations and maintain Forbes 4-star and AAA 4-diamond standards.

Responsibilities

• Lead teams performing daily housekeeping operations for 210 guest rooms and 4 historical guest cottages to meet or exceed Forbes 4-star standards.
• Oversee cleaning of interior and exterior public areas, including the Hotel Fitness Center and Pool/Jacuzzi.
• Directly manage Housekeeping Supervisors, Inspectors, and Lead Housekeeping Supervisor.
• Conduct daily line-up meetings with staff and facilitate departmental communications.
• Ensure all guest requests are communicated and honored.
• Responsible for staff development, including hiring, training, performance management, coaching, and recognition programs.
• Generate, maintain, and review personnel documentation, leave requests, and departmental SOP manuals.
• Oversee schedules for events, functions, and group/guest stays, including first, second, and third shifts.
• Build rapport and foster development across all shifts.
• Manage weekly and monthly inventory of supplies and maintain compliance with departmental budget guidelines.
• Create and monitor the annual departmental budget, FF&E, and Capital requests.
• Administer the Housekeeping Departmental Qualtric Scores System and ALICE Hotel Platform for cross-departmental communication.
• Oversee dry cleaning, floor care, upholstery, rugs, and manage internal/external contracted services (e.g., laundry, dry cleaning, floral, carpet/marble maintenance, project contractors).
• Assist Housekeeping staff as needed to ensure exceptional guest service.
• Oversee the Lost and Found program and maintain departmental recognition initiatives.
• Represent the department on task forces, working groups, and company meetings.
• Maintain an open-door relationship with employees and coordinate with departments such as Engineering, F&B, Front Office, HR, Security, Laundry, and Marketing.
• Network and build relationships with management across the Estate, including other lodging properties.
• Conduct regular room and cottage inspections to uphold quality standards.
• Perform additional tasks or projects as assigned by Management.

Requirements

• A high school diploma (or GED) is required; additional education, training, or certification(s) preferred.
• A minimum of five (5) years of related experience in a supervisory or management position in an upscale hotel or resort.
• An equivalent combination of education and experience may be considered.
• Demonstrated leadership skills and a commitment to providing world-class guest service, with the ability to motivate staff.
• Excellent interpersonal, communication (written and verbal), and motivational skills.
• Keen attention to detail with a focus on guest service and quality.
• Ability to handle guest service situations professionally and consistently with Inn on Biltmore Estate standards.
• Proficiency in MS Office and ability to learn property management systems.
• Strong organizational, planning, and project management skills.
• Proactive, exercises good judgment, and creatively problem-solves.
• Previous Forbes property experience is highly desirable.
• Certified Hotel Housekeeping Executive Certification preferred.

Physical Requirements

• Work in a guest-contact environment.
• Regularly lift, pull, or push up to 25 pounds and occasionally up to 50 pounds.
• Work in a standing position for extended periods and perform tasks requiring kneeling, reaching overhead, or bending/stooping.
• CPR and First Aid certification preferred.
• Must have a valid driver’s license, a clean driving record for the last three (3) years, and be at least 19 years of age.