
In this interview, we sit down with an experienced hospitality professional who has spent over 22 years mastering the art of housekeeping, having started from an entry-level position and worked his way up to Executive Housekeeper. He shares insights on the challenges of maintaining high service standards, the importance of sustainability, and the role of passion in driving his career. With a deep commitment to training, leadership, and delivering exceptional guest experiences, he offers valuable advice for newcomers to the industry and reflects on how technology and sustainability are shaping the future of housekeeping operations.
How did you begin your career, and how have you grown since then?
My journey in the hospitality industry began 22 years ago with Hilton Hotels and Resorts. I started from the ground up, working at the line level as an entry-level employee. From that initial position, I climbed the career ladder, gaining valuable experience at every step along the way. Over time, through hard work and dedication, I received multiple promotions, eventually reaching the role of Executive Housekeeper. This progression has been a long yet rewarding journey, and I’ve learned that growth in this industry requires not only passion but also persistence and a willingness to adapt.
What is the best part of your job?
The best part of my job is that I genuinely enjoy what I do. I have a deep passion for the hospitality industry, especially for housekeeping operations and procedures. But if I had to pick one thing I truly value, it would be the opportunity to provide personalized, exceptional service to my guests and clients. Each day presents a new challenge, but I take great pride in tailoring experiences for the people who stay with us. It's a privilege to be able to exceed their expectations and deliver memorable service that enhances their stay.
What is the most challenging part of your job?
The biggest challenge in my role is delivering consistent, exceptional service to a diverse group of guests and clients. In the hospitality industry, we interact with people from various nationalities and cultures. Satisfying everyone’s unique preferences and expectations simultaneously can be a difficult task. In addition, one of my ongoing challenges is inspiring junior housekeepers to embrace their roles with passion and enthusiasm. I strive to instill in them a "Yes, I can!" attitude and a commitment to excellence. Helping them recognize the importance of what they do, both in front-of-house and behind-the-scenes areas, is essential for maintaining high standards.
What drives your career?
My career is driven by an unwavering passion for excellence. I am deeply committed to the hospitality business and to providing service with heartfelt gestures. Each day, I am motivated by the desire to aim higher and achieve new milestones in my career. This personal ambition, combined with a genuine love for the industry, keeps me focused on delivering the best possible service to both our guests and the teams I work with.
What is the best housekeeping practice you implement?
Our housekeeping department follows a set of carefully designed practices, both for guest rooms and public areas. These modern cleaning protocols ensure that every room and space is maintained to the highest standards. However, the best housekeeping practice I implement goes beyond these operational steps—it’s teaching our team members to serve with love, passion, integrity, and sincerity. I believe that when housekeepers are trained to care deeply about the quality of their work and to perform their duties with genuine enthusiasm, the result is outstanding service that leaves a lasting impact on our guests.
What are the most sustainable cleaning practices you follow?
Today, with the global emphasis on sustainability and environmental consciousness, we’ve implemented several eco-friendly practices throughout our hotel. We are fully committed to running a sustainable and environmentally responsible operation. For example, we have replaced many of the tools and guest supplies with biodegradable alternatives, ensuring that our operations are aligned with modern sustainability goals. In guest rooms, we’ve adopted "green star" initiatives that save energy and water by optimizing laundry cycles, reducing chemical use, and conserving resources. In the laundry department, we’ve also introduced energy-saving programs that use specialized products requiring shorter wash cycles and lower water consumption. We work closely with suppliers like Diversey to ensure that our sustainability goals are met without compromising on quality.
Why do you think training in housekeeping is important?
Training is one of the most important aspects of any housekeeping operation. We have designed and implemented a training program that aligns with our operational goals and helps drive our team members to provide professional, heartfelt service. Training is not just about teaching techniques; it’s about building confidence and fostering a culture of excellence. Investing time and resources into training yields significant benefits in the form of improved service, guest satisfaction, and overall hotel performance. A well-trained team can elevate the guest experience and strengthen the hotel’s reputation, ultimately leading to higher satisfaction scores and more repeat business.
What advice do you have for young people starting their journey in housekeeping?
My advice to young people entering the housekeeping profession is simple: love what you do and provide service from the heart. A housekeeper is not just someone who cleans or collects garbage—he or she is an ambassador of hospitality. Housekeeping is about creating a warm and welcoming environment for guests, ensuring their comfort, and delivering an experience they will remember. When you love your job, you will naturally excel at it. If you approach each task with passion and a sense of purpose, you will not only achieve your career goals but also enjoy the journey along the way.
Can you share more about your leadership style and how you manage your team?
As a leader, I focus on leading by example. I believe that being a good leader means demonstrating the same level of commitment and passion that I expect from my team members. I also emphasize open communication, ensuring that every team member feels heard and valued. Motivating the team through encouragement and positive reinforcement is key to fostering a productive work environment. Housekeeping is a team effort, and I work to build a strong sense of camaraderie and shared purpose. I encourage my team to take pride in their work and to see themselves as an integral part of the guest experience.
How do you maintain quality control in housekeeping operations?
Maintaining quality control is critical in housekeeping, as even small lapses can have a significant impact on the guest experience. We have established strict protocols and checklists for both guest rooms and public areas to ensure consistency. Regular inspections and audits are conducted to monitor performance and identify areas for improvement. Additionally, we gather feedback from guests to understand their needs and expectations, using this information to fine-tune our practices. Quality control is a continuous process, and we strive to uphold the highest standards through meticulous attention to detail and a commitment to excellence.
What future trends do you foresee in housekeeping and hotel operations?
As we move into the future, I see a growing emphasis on technology in housekeeping operations. Automation, such as robotic cleaners and smart systems, will likely play a more significant role in streamlining operations and improving efficiency. However, I believe that the human element will remain essential, especially in delivering personalized service. Sustainability will also continue to be a major focus, with more hotels adopting eco-friendly practices to minimize their environmental footprint. Housekeeping teams will need to adapt to these changes while maintaining the warmth and care that guests expect from their stay.
How do you stay motivated and continue to grow in your career?
I stay motivated by setting new goals and constantly challenging myself to improve. The hospitality industry is dynamic, and there are always opportunities to learn and grow. I make it a point to stay informed about industry trends and best practices, attending workshops and training sessions whenever possible. My passion for hospitality, combined with my commitment to providing exceptional service, keeps me excited about the future. I believe that growth is a lifelong journey, and I am always eager to take the next step in my career.
In conclusion, my 22-year journey in the hospitality industry has been both fulfilling and challenging. From starting at an entry-level position to becoming an Executive Housekeeper, I’ve learned that success comes from a combination of passion, dedication, and a genuine love for service. Housekeeping is about more than just cleaning—it’s about creating memorable experiences for guests and ensuring that every detail is perfect. With the right mindset and a commitment to excellence, anyone can achieve their career goals in this dynamic and rewarding industry.