Head of Housekeeping ( Leisure Division )
Position Summary
The Head of Housekeeping for the Leisure Division will lead the overall housekeeping strategy, aesthetic standards, guest room experience, cleanliness systems, and operational detailing across all CGH Earth leisure properties.
The role is responsible for ensuring that every CGH Earth property reflects exceptional standards of cleanliness, comfort, presentation, fragrance, and aesthetic detailing while preserving the individuality and architectural character of each destination.
The position requires extensive travel across all hotels to conduct operational audits, guide teams, develop systems and SOPs, identify training gaps, and continuously elevate the guest experience through innovation, styling, detailing, and process excellence.
The role will work closely with Operations, Design, Projects, Training, F&B, Purchase, and external stylists/design consultants to ensure all guest-facing spaces consistently reflect the CGH Earth philosophy and premium positioning.
Key Responsibilities
1. Housekeeping Strategy & Brand Standards
- Develop and implement housekeeping standards and operational philosophy across all leisure properties.
- Ensure consistency in cleanliness, detailing, aesthetics, fragrance, and presentation standards across the portfolio.
- Create standards that align with the architecture, location, and experiential positioning of each property.
- Maintain a balance between luxury hospitality standards and the individuality of each destination.
- Continuously evolve housekeeping practices to remain contemporary, guest-centric, and operationally efficient.
2. Guest Room Experience & Detailing
- Oversee guest room detailing standards including presentation, setup, linen quality, amenities, fragrance, lighting feel, and functionality.
- Standardize room setup guidelines while allowing property-specific personalization.
- Develop and improve dry and wet amenities across properties including toiletries, room accessories, linen presentation, minibar detailing, and guest comfort elements.
- Ensure strong focus on micro detailing including:
- Bed presentation
- Cushion and throw styling
- Bathroom detailing
- Wardrobe organization
- Turndown experiences
- Balcony and outdoor seating setup
- In-room fragrance and ambience
- Regularly review guest feedback related to rooms and housekeeping experience.
3. Public Area Aesthetics & Styling
- Oversee housekeeping presentation and detailing of all public areas including lobbies, restaurants, corridors, washrooms, lounges, pools, and outdoor guest spaces.
- Drive aesthetic enhancement of guest areas through styling, textures, flowers, décor detailing, fragrance, and presentation standards.
- Work closely with stylists, designers, architects, and operations teams to improve guest-facing aesthetics.
- Develop property-specific styling approaches that complement the destination and design philosophy.
- Ensure all guest spaces maintain freshness, warmth, and experiential appeal throughout the day.
4. Floral Design & Fragrance Programming
- Develop standards and concepts for flower arrangements across guest rooms and public areas.
- Curate destination-inspired floral aesthetics aligned with the property identity.
- Develop fragrance standards for rooms, spas, public spaces, and signature guest touchpoints.
- Work with vendors and specialists to create unique fragrance identities for properties where relevant.
- Ensure fragrances and floral arrangements enhance guest experience without overpowering spaces.
5. Systems, SOPs & Operational Processes
- Develop and standardize housekeeping SOPs, systems, checklists, audits, and operational benchmarks.
- Improve operational efficiency through strong systems and process management.
- Establish standards for:
- Cleaning procedures
- Deep cleaning schedules
- Laundry operations
- Linen control
- Inventory management
- Preventive maintenance coordination
- Sustainability practices
- Conduct regular operational audits and implement corrective action plans.
- Ensure compliance with hygiene, safety, and brand standards across all properties.
6. Innovation & Product Development
- Introduce innovative housekeeping concepts and guest comfort enhancements.
- Continuously explore new materials, linen concepts, amenities, cleaning technologies, sustainable products, and operational practices.
- Work closely with Purchase and Projects teams during renovations, upgrades, and new developments.
- Support development of signature CGH Earth room experiences through detailing and sensory enhancement.
- Benchmark global hospitality trends and adapt relevant innovations for CGH Earth.
7. Training & Capability Development
- Travel regularly to all leisure properties to conduct operational reviews and identify training gaps.
- Develop structured housekeeping training plans based on audit findings and operational requirements.
- Collaborate closely with the Corporate Training Department to implement training modules and capability development programs.
- Conduct regular workshops focused on:
- Room detailing
- Cleaning standards
- Guest interaction
- Public area upkeep
- Floral styling
- Laundry operations
- Sustainability practices
- Housekeeping aesthetics
- Mentor Executive Housekeepers and housekeeping teams across all properties.
- Build a culture of ownership, detailing, consistency, and pride in presentation.
8. Property Audits & Operational Reviews
- Travel extensively across all CGH Earth leisure properties for audits and operational reviews.
- Conduct detailed evaluations of guestrooms, public areas, back-of-house housekeeping operations, staff presentation, and laundry systems.
- Submit structured audit reports with action plans and follow-up timelines.
- Ensure corrective measures are implemented effectively across properties.
- Support pre-opening and renovation projects with housekeeping planning and setup guidance.
9. Sustainability & Responsible Operations
- Promote environmentally responsible housekeeping practices.
- Reduce chemical usage, wastage, plastic dependency, and unnecessary laundry cycles wherever possible.
- Encourage sustainable sourcing of amenities, linen, and cleaning materials.
- Integrate responsible tourism principles into housekeeping operations.
Key Skills & Competencies
- Strong luxury hospitality housekeeping expertise
- Excellent eye for aesthetics and detailing
- Strong understanding of guest room experience design
- Expertise in systems, SOPs, and operational audits
- Knowledge of fragrances, floral styling, linen, and amenities
- Strong training and mentoring capability
- Excellent organizational and leadership skills
- Ability to work collaboratively with designers, stylists, and operations teams
- Strong communication and presentation skills
- Ability to travel extensively across properties
Preferred Experience
- 12–18 years of experience in luxury hospitality housekeeping operations
- Strong multi-property operational exposure preferred
- Experience in luxury resorts, boutique hotels, heritage hotels, or experiential hospitality brands
- Exposure to pre-openings, renovations, and design coordination preferred
Key Deliverables / Success Metrics
- Consistency in housekeeping standards across all properties
- Improvement in guest satisfaction related to rooms and cleanliness
- Enhanced aesthetics and detailing standards
- Effective implementation of training programs and SOPs
- Strong audit compliance across the portfolio
- Successful rollout of innovative housekeeping and guest comfort initiatives
- Improved operational efficiency and housekeeping productivity
- Elevated guest experience through detailing, fragrance, styling, and presentation excellence
