Housekeeping Lead

The Housekeeping Lead will lead the housekeeping activities for vacation rental properties and is responsible for leading housekeepers, housekeeping quality inspectors, runners, and other team members by overseeing the continuous improvement of the department and executing long-term strategic projects and plans. This role requires hands-on leadership, financial accountability, a strategic approach to operational planning and close collaboration with other departments to deliver a superior guest and homeowner experience. This is a non-remote position, with office based in Nags Head, NC.

DUTIES AND RESPONSIBILITIES:

Oversee the housekeeping services for vacation rental properties, ensuring exceptional quality, efficiency, and client satisfaction. Oversee a large team of year-round and seasonal housekeepers, inspectors, and 3rd party vendors. Lead, motivate and manage field teams, ensuring each member understands their roles and responsibilities. Work closely with the Operations Manager to interview, select and ensure adequate employees are being hired for vacant positions. Monitor incentives and training to increase employee retention. Monitor key performance metrics to ensure the department is working together to achieve its targets. Hold the team accountable for measurable results and develop action plans if key metrics are not being achieved. Assist in creating and managing budgets, ensuring expenses remain within budgeted limits. Generate regular reports on departmental financial performance, including metrics for turnaround times, guest satisfaction and team productivity. Develop and implement policies, procedures and best practices that improve efficiency, reduce costs and enhance service standards. Conduct regular property inspections to monitor quality, identify issues and ensure compliance with company standards. Develop and maintain strong relationships with third-party vendors, contractors and service providers to ensure quality and cost-effective support for housekeeping services. Regularly review and update housekeeping protocols to align with industry best practices. Oversee and manage compliance with relevant health, safety, and environmental regulations. Track and analyze expenses to identify cost-saving opportunities and operational efficiencies. Collaborate with Owner Relations and Guest Services to address housekeeping requests, promptly resolving any issues. Respond to guest and homeowner feedback, managing complaints and implementing solutions to prevent recurring issues.

BENEFITS

Medical/Vision/Dental options Company 401K match Paid PTO and holidays