Chief Housekeeper

Position summary

This role carries full accountability for delivering polished, efficient, personalized, and technically strong butler and housekeeping services across guest suites, public spaces, and crew areas, in line with company policies and strict public health requirements. The aim is to consistently achieve exceptional guest satisfaction.

Key responsibilities

• Oversee the full housekeeping operation to ensure guests and crew receive top-tier cleaning and butler services.
• Regularly inspect all shipboard areas to confirm they are operating smoothly and to resolve issues before service quality is affected.
• Engage proactively with guests to understand expectations and meet their needs quickly and effectively.
• Work closely with other departments to maintain respectful, effective collaboration throughout the vessel.
• Respond immediately to guest requests, questions, and complaints, then follow through until the guest is satisfied.
• Track guest satisfaction continuously, review mid-cruise and end-of-cruise comment cards, and act on feedback based on cruise-by-cruise rating results.
• Check VIP accommodations and large suites at embarkation, ensuring all in-suite procedures are completed correctly, and carry out spot checks on other suites.
• Maintain a fair and workable in-port manning schedule for housekeeping and display it where all team members can access it.
• Handle sensitive information with discretion and confidentiality.
• Keep employee records organized, including training attendance, test outcomes, verbal counseling, and rest-hour records.
• Induct, train, coach, and lead crew members so they consistently perform at a high standard.
• Prepare cruise reports with improvement suggestions, and keep complaint logs and operating-cost records up to date.
• Ensure public health rules, company service procedures, and product standards are consistently applied and maintained.
• Coordinate with the HR Manager on personnel matters such as workforce planning, skills gaps, staffing shortages, standards, and training needs.
• Apply a fair and consistent corrective-action approach while maintaining strong organization and oversight.
• Conduct turnaround crew meetings so all critical information is communicated clearly to the team.
• Make sure housekeeping staff receive all necessary operational details, including guest counts, VIP information, and service-relevant updates.
• Perform routine checks on equipment condition, review maintenance logs, and follow issues through to closure while keeping inspection records.
• Support crew assignments for loading tasks and luggage embarkation and disembarkation.
• Train the housekeeping team on public health and sanitation standards and retain training records as required.
• Ensure readiness for scheduled or surprise public health inspections, whether internal or from external authorities.
• Maintain the integrated pest management program across all housekeeping areas in accordance with company procedures.
• Ensure butlers deliver the highest standard of food and beverage service in the suites.
• Oversee efficient and excellent laundry operations.
• Supervise floral arrangements in guest suites and public spaces.
• Follow outbreak response protocols and ensure the entire housekeeping team does the same.
• Properly onboard new hires into the team and work environment, and ensure timely completion of their training.
• Communicate performance expectations clearly and train employees accordingly.
• Manage all administrative matters for the department.
• Implement performance reviews, cross-training, and promotion training systems in line with process requirements.
• Promote a positive workplace culture and lead the team by example.
• Mentor the Butler Manager and build that person’s readiness to assume Chief Housekeeper duties if required.
• Monitor costs, budgets, and control systems closely, and keep accurate inventories of consumable and durable supplies in all housekeeping areas.
• Carry out routine inventory spot checks in housekeeping areas.
• Control spend on china, silver, glassware, and consumables by training the team to reduce breakage, loss, and damage.
• Work to maximize revenue and reduce operating costs without lowering the quality of the guest and crew experience.
• Contribute to budget preparation when requested by the Hotel Director.
• Review and approve requisitions for consumables based on activity forecasts, keep PAR levels accurate onboard, and follow durables replacement schedules.
• Prepare cost-effective orders for consumable and non-consumable supplies according to the ordering timetable.
• Manage and approve housekeeping and butler overtime and working hours, ensuring compliance with contractual hours and ILO/MLC rest-hour rules, and complete all required entries in the time and attendance system.
• Raise issues or risks quickly, involve the right stakeholders, and keep the Hotel Director fully informed of any significant matters.
• Stay fully aware of daily ship activities in order to guide guests accurately.
• Use preventative maintenance practices to support smooth operations.
• Deliver service that reflects company standards, personalized attention, and genuine hospitality.
• Lead, coach, and develop team members through feedback, reviews, and performance management.
• Enforce company uniform and grooming standards.
• Carry out any additional duties assigned.

Safety duties

• Take part in crew and passenger safety drills as instructed.
• Follow all company safety, pollution-prevention, and operating procedures at all times.
• Attend all compulsory training sessions.
• Set the standard for health and safety by protecting yourself and others.
• Ensure tools, PPE, chemicals, and safety equipment are used properly, and provide instruction and supervision on their correct use and upkeep.
• Support company initiatives and programs requested by corporate office.

Qualifications

• Valid STCW95 certification is required.
• At least 2 years of experience in a housekeeping managerial role or as a butler manager in a 5-star hotel, luxury establishment, or cruise ship environment.
• Demonstrated background in budget control and financial management within hospitality.
• Strong understanding of cleaning standards.
• Knowledge of public health policies and procedures.

Additional information

This position is based onboard and requires close coordination across housekeeping, butler service, hotel operations, HR, and safety-related functions. The role also includes accountability for training records, compliance, inventory control, operational reporting, and service recovery.

Terms and conditions

The position requires adherence to contractual working hours, ILO and MLC rest-hour limits, company health and safety rules, public health standards, outbreak response procedures, and uniform and grooming policies. The role also includes responsibility for inspections, logs, corrective actions, and operational compliance across all assigned areas.