Director of Housekeeping

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Join us deep in the heart of the world’s most celebrated wildlife reserves, where the Big Five – the lion, the leopard, the buffalo, the elephant and the rhinoceros – run free on the endless, untamed landscape. Perched on a series of elevated platforms and walkways, our Lodge sits next to an animal watering hole, where you can watch a family of elephants stop for their morning drink. Nestled in the heart of Central Serengeti amid wide-open plains, our Lodge is just a 45-minute drive from the Seronera Airstrip, accessible by connecting flights from three main airports within Tanzania. This beautiful lodge opened under the Four Seasons Hotels and Resorts family in December 2012, and has 77 rooms including 12 suites and 5 villas, 3 stunning Food and Beverage venues, our unique Discovery Centre offering an interactive experience where you can learn about the wildlife, history and people of the Serengeti, Kijana Kids Club, a spa with 6 free-standing treatment pavilions offering bespoke rituals and treatments that celebrate Africa’s magic and mystique, fitness center and a dedicated team bringing your magical wildlife safaris experiences to life.

Purpose

To clearly define the duties, responsibilities, expectations, and standards required for the role of the Director of Housekeeping. This role combines leadership, customer service excellence, team development, and business management within a high-end hospitality environment.

Key Job Responsibilities and Duties:

• Oversee daily operations covering guest rooms, suites, villas, public areas, laundry, linen, and uniforms.

• Ensure all rooms are cleaned, inspected, and ready according to Four Seasons Standard  and guest arrival schedules.

• Maintain accurate room status updates and close coordination with Front Office.

• Conduct daily inspections with particular focus on cleanliness, room condition, presentation, and functionality.

• Ensure timely turndown service, especially when guests are on game drives or attending other activities.

• Ensure alignment across departments for seamless, high-quality service delivery.

• Maintain proper inventory and availability of amenities, linen, cleaning materials, and guest supplies.

• Ensure all housekeeping equipment is maintained in safe and effective working condition.

• Establish clear accountability for room assignments, inspections, and service delivery.

• Review and improve departmental sequence of service to ensure consistent execution.

• Develop effective cleaning and preventive maintenance routines suited to the Serengeti's dusty and wildlife-rich environment.

• Ensure proactive management of dust, insects, and other environmental challenges without compromising guest comfort.

• Coordinate closely with Engineering and approved pest-control providers to maintain effective preventive measures.

• Ensure rooms are carefully checked for insects, cleanliness, and overall comfort before guest arrivals and turndown.

• Monitor the condition of outdoor furniture, terraces, balconies, and guest-facing areas exposed to the natural environment.

• Ensure all cleaning practices respect wildlife protection and environmental requirements.

• Maintain effective procedures for housekeeping operations in areas where wildlife may be present.

• Ensure employee safety through appropriate training, protective equipment, and adherence to wildlife safety protocols.

• Lead the Housekeeping team with a visible, hands-on, and supportive leadership approach.

• Conduct daily briefings to communicate guest priorities, Golden Nuggets, operational challenges, and service expectations.

• Set clear performance expectations and hold employees accountable for their responsibilities.

• Develop supervisors and managers through regular coaching, mentoring, and performance feedback.

• Ensure all employees receive consistent training on Four Seasons standards and guest service excellence.

• Promote a positive workplace culture built on trust, respect, integrity, and teamwork.

• Address employee performance and conduct concerns promptly and fairly.

• Recognize employees who demonstrate exceptional service and go beyond guest expectations.

• Build effective succession plans and identify future leaders within the department.

• Conduct performance evaluations and on-the-job training, including benchmark standard testing.

• Ensure “Routines of Service Excellence” checklists are consistently followed.

• Drive a culture of anticipatory, intuitive, and personalized service

• Ensure all service recovery cases (“glitched guests”) are handled promptly, with timely guest contact and appropriate, effective resolution delivered in line with luxury service standards

• Ensure efficient laundry operations supporting guest rooms, Food & Beverage, Spa, and employee uniforms.

• Maintain high standards of linen cleanliness, quality, and presentation.

• Monitor linen par levels, replacement requirements, and inventory controls.

• Ensure proper handling of guest laundry, including timely delivery and attention to individual preferences.

• Maintain laundry equipment in collaboration with Engineering.

• Implement sustainable laundry practices to reduce water, energy, and chemical consumption.

•   Attend corporate calls and ensure all new initiatives are implemented efficiently and effectively.

• Develop and manage budgets, forecasts, and financial reports for the Housekeeping  operation.

• Monitor revenue, expenses, and operational performance, adjusting in line with business trends.

• Maintain effective control of cleaning supplies, guest amenities, linen, uniforms, and equipment.

• Establish proper inventory systems and minimize wastage, damage, and unnecessary expenditure.

• Ensure purchasing and stock levels are carefully planned, considering the lodge's remote location and supply lead times.

• Monitor departmental financial performance and implement corrective actions where necessary.

• Identify cost-saving opportunities without compromising guest experience or employee safety.

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• Develop strong relationships with Rooms Division and other departments to deliver curated guest experiences for all guests.

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Performance Indicators:

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• Growth and improvement in GES (Guest Satisfaction) scores and comments through the guest feedback platforms including but not limited to, direct feedback, Qualtrics, Tripadvisor and any other relevant channels,

• Guest recognition, Room cleanliness and personalization Score, Elite & Hight Return Guests Score on Qualtrics platform

• Overall, Guest Experience score on Qualtrics platform

• Growth and improvement in Departmental EES (Employee Satisfaction) scores

• Growth and improvement in LQA (Leading Quality Assurance) scores,

• Improvement in team performance overall and on-the-job performance

• Improvement in energy consumption for sustainability

Skills Required:

• Minimum 7–10 years of progressive experience in luxury hotel housekeeping

• At least 3–5 years in a senior housekeeping leadership role

• Experience in luxury resorts, safari lodges, or remote hospitality operations is highly desirable.

• Strong knowledge of housekeeping standards, hygiene practices, laundry operations, and quality assurance

• Proven ability to manage and develop multicultural teams

• Strong financial management, budgeting, and inventory control skills

• Excellent organizational, communication, and problem-solving abilities

• Ability to work effectively in a remote environment with demanding operational requirements