Director of Household Services
Crimmins Residential Staffing
Overview:
The ideal candidate will be well versed and experienced in providing and managing to five‐star hospitality standards. They will also have solid experience, familiarity and understanding of general HR laws and protocols. They will be considered a strong manager of people, a collaborator, with a well-grounded, down to earth, and friendly personality. They must be able to encourage and facilitate healthy and professional working relationships with every level of the organization and with all family members.
This is a new position, being created to help establish and maintain a consistent, high touch, best-in-class concierge level service throughout all staff associates that work at the various clients’ homes and estates. The position will be based in Boston, MA with an expectation to travel with frequency to meet with, interact, observe, and support household staff currently hired in New England states (Maine, Vermont, Massachusetts) and in South Florida (Wellington and Palm Beach).
The role will report to the Head of Real Estate for Light Hill Property Management and work very closely with the Head of HR for the family office and their team.
Key Responsibilities:
- Help create and sustain a dedicated approach to exceptional service for all staff.
- Facilitate and create an environment where protecting the privacy and the confidentially of the family is of the utmost importance.
- Develop a culture where our staff are appreciated, acknowledged, heard, and always respected. Where innovation, ideas and constant improvement are welcomed and encouraged.
- Write, create, and recommend new policies and standard procedures for household staff.
- Ensure established household policies, practices and benefits are handled in a consistent and legally compliant manner.
- On board and orientate new hires to provide a professional, welcoming, and supportive environment. Setting expectations from the onset of employment.
- Act as a liaison between household staff and the family members they support.
- Be a resource and partner of supervisors and managers of household staff to help improve and create consistent staff performance.
- Help employees set short and long‐term goals, create task lists and be highly organized.
- Teach and coach staff on best practices for communication and etiquette when working with the family and interacting with others. Understand all staff are a reflection of and always represent the family.
- Provide coaching and mentoring for household staff on any relevant issue that affects their work and service to the family.
- Help maintain, manage, and coordinate the yearend review, bonus, and goal setting process for household staff. Obtaining performance feedback on staff from the family and on any recommended compensation changes.
- Monitor the work ethic, routines and efficiencies of staff, providing feedback, suggestions and direction for improvement.
- Create, coordinate, and facilitate ongoing training opportunities for household staff based on needs and identified areas for improvement.
- Elicit feedback from the family and help identify service needs to help provide support at the desired levels as requested.
- Assist with screening and identifying potential new hires. Writing job descriptions and candidate profiles as required.
- Mandate and help enforce the highest level of safety for staff in their roles and the supporting vendors at the family homes. Be trained and well versed in best safety practices. (There is an expectation that this person will be formally OSHA trained).
Characteristics for Success:
- Unquestionable ethics and integrity. Demonstrated ability to protect privacy and maintain discretion in dealing with highly confidential information.
- Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
- Service approach with a highlighted sense of accountability, empathy, and humility.
- Highly resourceful team‐player, solution‐oriented, and comfortable operating with incomplete information.
- Effective independently and in a semi‐remote environment. Remain accessible and responsive beyond business hours.
- Very strong interpersonal skills, professional demeanor, and ability to maintain grace under pressure when adapting to a rapidly changing environment, including reprioritization or reassignment of responsibilities.
- Intellectual agility and the ability to analyze and think critically.
- Effective and respected manager who sets a standard of high expectations for team members and creates a high functioning, collaborative work environment.
- Excellent problem‐solver with a high sense of urgency and follow through.
- Congenial, positive, and even disposition.
- Extreme organization and attention to detail.
- Trustworthy and honest.
- Ability to proactively anticipate needs and situations.
- Ability to understand the nuances of the job and to react nimbly to rapidly changing circumstances; flexible.
- Desire for personal growth through ongoing education and training opportunities (employer paid).
Qualifications:
- Minimum of 15 years of relevant experience managing complex operations for either private individuals/families or five‐star hospitality establishments.
- Strong computer, technology, and SmartHome system experience.
- Advanced skills using Microsoft Office Suite.
- College degree strongly preferred though individuals exhibiting the proper experience and skills will be considered.
- Solid understanding of HR procedures, policies, state, and federal employment laws.
- Driver’s license, passport, and legal authorization to work in the US required.
- Ability to pass an extensive background check, (including credit, criminal history, employment verification, drug screen in accordance with state law/regulations).