Director of Services| The St. Anthony, a Luxury Collection Hotel

Situated in the heart of downtown, overlooking Travis Park, the AAA Four Diamond, St. Anthony Hotel offers easy access to the trendy restaurants and historical landmarks in San Antonio, Texas. St. Anthony, a Luxury Collection Hotel San Antonio, opened in 1909 and has been designated a national historic site. Our luxury hotel in San Antonio embodies old-world splendor with touches like Italian marble and Corinthian columns. Come make history with this luxury San Antonio hotel.

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that 'feed your inner explorer', we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your family members

The Director of Services is responsible for the overall leadership, operation, and performance of the Housekeeping Department, ensuring the highest standards of cleanliness, presentation, guest service, and operational efficiency throughout the hotel.

This position provides strategic and hands-on leadership to the Housekeeping team, including room attendants, housepersons, inspectors/supervisors, public area associates, and other assigned positions. The Director is responsible for maintaining exceptional guest room and public area standards while effectively managing labor, productivity, departmental expenses, inventory, associate engagement, and compliance with hotel policies and brand standards.

As a key member of the hotel leadership team, the Director of Services partners closely with Front Office, Engineering, Security, Food & Beverage, People & Culture, and other departments to ensure a seamless guest experience and consistently well-maintained hotel environment.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

• Direct and oversee all daily housekeeping operations, including guest rooms, public areas, back-of-house areas, linen operations, and other assigned areas.
• Ensure guest rooms and public spaces consistently meet or exceed hotel, brand, cleanliness, sanitation, and presentation standards.
• Establish daily priorities based on occupancy, arrivals, departures, VIPs, groups, special events, and operational needs.
• Monitor room status and work closely with the Front Office team to ensure rooms are cleaned, inspected, and released in a timely manner.
• Conduct routine inspections of guest rooms, corridors, public areas, storage areas, and back-of-house spaces.
• Ensure deficiencies are identified, documented, communicated, and corrected promptly.
• Maintain effective processes for deep cleaning, preventative maintenance coordination, special cleaning projects, and seasonal initiatives.
• Ensure proper handling, storage, distribution, and control of linens, terry, guest supplies, cleaning products, equipment, and department assets.
• Maintain established lost and found procedures in accordance with hotel policy.

• Provide visible, engaged, and consistent leadership throughout the department.
• Recruit, onboard, train, coach, develop, and retain a high-performing Housekeeping team.
• Establish clear performance and service expectations for all associates and leaders.
• Conduct regular departmental meetings, pre-shift meetings, training sessions, and leadership check-ins.
• Ensure associates receive appropriate training regarding cleaning procedures, safety, chemical handling, equipment use, guest service, and brand standards.
• Provide timely coaching, recognition, feedback, and corrective action when necessary.
• Partner with People & Culture regarding associate relations, performance management, investigations, attendance, accommodations, and other employment matters.
• Develop supervisors and managers to strengthen the department's leadership pipeline and succession planning.
• Foster a workplace culture centered on accountability, teamwork, respect, inclusion, safety, and exceptional service.

• Promote a guest-first culture and ensure Housekeeping associates understand their role in creating an exceptional overall guest experience.
• Monitor guest feedback, cleanliness scores, surveys, inspections, and other performance metrics.
• Respond promptly and professionally to guest concerns related to cleanliness, room condition, or Housekeeping service.
• Identify recurring service opportunities and implement sustainable corrective action.
• Collaborate with hotel leadership to continuously improve guest satisfaction and service delivery.
• Ensure VIP rooms, special requests, amenities, and other priority accommodations are prepared according to established standards.

• Develop departmental schedules based on forecasted occupancy, business levels, staffing availability, productivity standards, and operational needs.
• Manage staffing levels and labor expenses while maintaining appropriate service and cleanliness standards.
• Monitor daily productivity, including rooms cleaned, inspection performance, overtime, staffing levels, and other established metrics.
• Review payroll and timekeeping information for accuracy and ensure compliance with hotel policies.
• Minimize unnecessary overtime and effectively utilize available resources.
• Analyze staffing trends and recommend adjustments based on business demand.
• Maintain appropriate staffing plans and work collaboratively with People & Culture on recruitment and retention strategies.

• Assist in developing and managing the annual Housekeeping operating budget.
• Monitor departmental expenses and identify opportunities to improve efficiency without negatively impacting guest experience or cleanliness standards.
• Maintain appropriate par levels for linens, terry, uniforms, guest supplies, cleaning supplies, and equipment.
• Conduct and oversee regular inventories.
• Monitor purchasing and ensure appropriate authorization and expense controls are followed.
• Review departmental financial performance and address unfavorable variances.
• Protect hotel assets through effective inventory, key, supply, and equipment controls.

• Ensure compliance with all applicable hotel, ownership, management company, and brand standards.
• Prepare the department for brand inspections, quality assurance evaluations, internal audits, and other operational reviews.
• Maintain appropriate departmental documentation, logs, checklists, inspection records, and training records.
• Develop and maintain departmental Standard Operating Procedures (SOPs).
• Ensure procedures are consistently communicated, trained, documented, and followed by all applicable associates.
• Identify operational gaps and implement sustainable processes to improve consistency and accountability.

• Promote a safe working environment and ensure compliance with applicable safety requirements.
• Ensure associates are properly trained in the safe use of chemicals, cleaning products, equipment, and Personal Protective Equipment (PPE).
• Ensure Safety Data Sheets (SDS) and chemical labeling requirements are properly maintained.
• Report and document workplace injuries, safety concerns, damaged equipment, and hazards in accordance with established procedures.
• Partner with Engineering and Security to promptly address maintenance, safety, security, and facility concerns.
• Ensure department operations comply with applicable federal, state, and local requirements as well as company policies.

• Maintain strong communication and partnership with Front Office regarding room readiness, priority rooms, early arrivals, late departures, out-of-order rooms, and guest requests.
• Partner closely with Engineering regarding preventative maintenance, room deficiencies, work orders, and larger repair projects.
• Coordinate with Security regarding key control, lost and found, safety concerns, and security procedures.
• Collaborate with Food & Beverage, Banquets, Sales, and other departments regarding special events, group business, VIP arrivals, and hotel-wide operational needs.
• Participate actively in hotel leadership meetings, operational meetings, forecasting discussions, and other required meetings.

The Director of Services is expected to:

• Lead by example and maintain a consistent presence within the operation.
• Demonstrate strong ownership and accountability for departmental results.
• Communicate expectations clearly and follow through consistently.
• Make timely and sound operational decisions.
• Maintain confidentiality and professionalism when handling associate and guest matters.
• Build collaborative relationships across departments.
• Balance operational efficiency with service excellence.
• Proactively identify challenges and implement solutions.
• Create an environment where associates feel supported while remaining accountable to established expectations.
• Demonstrate flexibility and adaptability in a dynamic hotel environment.

• Minimum of 3-5 years of progressive Housekeeping leadership experience in a hotel or hospitality environment preferred.
• Previous Marriott experience preferred.
• Previous experience as an Executive Housekeeper, Director of Housekeeping, Assistant Director of Housekeeping, or comparable leadership position strongly preferred.
• Luxury, upscale, full-service, or high-volume hotel experience preferred.
• Strong knowledge of hotel Housekeeping operations, cleanliness standards, room inspection procedures, labor management, and inventory control.
• Demonstrated ability to lead and develop large, diverse teams.
• Strong organizational, problem-solving, communication, and interpersonal skills.
• Ability to effectively manage multiple priorities in a fast-paced environment.
• Experience with hotel property management, scheduling, payroll, or workforce management systems preferred.
• Strong working knowledge of Microsoft Office applications.
• Ability to communicate effectively with associates, hotel leadership, guests, and business partners.
• Bilingual English/Spanish communication skills are a plus.

• Ability to stand and walk for extended periods throughout the hotel.
• Ability to bend, stoop, kneel, reach, push, and pull as required by the position.
• Ability to lift and/or move items consistent with the physical requirements of Housekeeping operations.
• Ability to inspect guest rooms, public areas, and back-of-house spaces throughout the property.
• Ability to work in varying environmental conditions associated with hotel operations.

This is an operational leadership position requiring schedule flexibility based on hotel business needs. The Director of Services must be available to work varying schedules, including mornings, evenings, weekends, and holidays as necessary. The position may also require availability during periods of high occupancy, special events, staffing challenges, emergencies, and other critical operational periods.