At the heart of Hilton Dubai Palm Jumeirah’s pristine guest experience is a leader who views housekeeping not just as a department—but as a strategic engine of hospitality excellence. Doruk Tuzcu, the hotel’s Executive Housekeeper and a participant in Hilton’s prestigious Shine 4D Global Director Development Program, brings more than 15 years of front-line hospitality expertise into a reimagined approach to soft services.

Doruk’s transition from Front Office leadership to Housekeeping operations was not just a career shift—it was a reinvention. In just over a year, he has infused the housekeeping function with renewed purpose, driving exceptional results in cleanliness scores, team morale, retention, and sustainability. With a guest-first mindset and an unwavering belief in team empowerment, Doruk has set a new standard for service delivery and operational excellence.

In this exclusive one-on-one, Clean Middle East speaks with Doruk about his recent achievements, his philosophy on team building, and how innovation and sustainability are transforming housekeeping from the inside out. From smart restroom technologies to eco-conscious guest amenities, Doruk is leading the charge to ensure that behind every polished floor and perfectly made bed is a culture rooted in care, accountability, and future-readiness.

Elevating Hospitality through Leadership, Innovation & Purpose

With over 15 years of experience in hotel operations, Doruk Tuzcu’s journey from Front Office leadership into Housekeeping has been marked by bold transformation, thoughtful innovation, and an unwavering focus on people. Now an Executive Housekeeper at Hilton Dubai Palm Jumeirah and a participant in Hilton’s elite Shine 4D Global Director Development Program, Doruk is redefining what operational excellence looks like in modern hospitality.

What are some of your most meaningful achievements in the past year?

The past year has been incredibly rewarding. Taking on the leadership of the Housekeeping Department gave me an opportunity to apply a fresh perspective, combining my background in Front Office with a strategic and guest-centric approach to housekeeping operations.

Together with my team, we have elevated guest satisfaction through enhanced cleanliness standards, strengthened team engagement, and redefined the service culture within the department. I am particularly proud of the progress we have made in reducing team turnover and creating a supportive environment that values learning, recognition, and empowerment.

How has your leadership influenced the department’s performance and culture?

My focus has always been on building a strong foundation of trust, clarity, and collaboration. I believe great performance follows when people feel inspired, valued, and aligned with a common purpose. By setting clear expectations and celebrating wins—big or small—we have nurtured a culture where excellence is the standard and not the exception.

From service execution to daily team rituals, every aspect of our operation has been tuned to reflect our hotel’s commitment to hospitality, respect, and integrity. We’ve seen measurable improvement not only in guest sentiment but also in how our team members view their growth and contribution.

What role does sustainability play in your housekeeping strategy?

Sustainability is no longer a choice—it is a responsibility. In our department, we have adopted several eco-conscious practices, including the transition to bulk in-room amenities, eco-friendly guest slippers, and reusable hydration solutions for guests. These changes, while operationally significant, have also resonated positively with guests.

What’s your approach to manpower management and development?

People are our greatest asset. I approach manpower planning through both a human and analytical lens by understanding workload dynamics, peak periods, and individual strengths to optimize coverage while minimizing fatigue.

We have also invested in training, mentorship, and upskilling. Every team member deserves the chance to grow. That’s why we have focused on balancing technical knowledge with soft skills, such as empathy, communication, and service recovery. When people grow, performance naturally follows.

Can you share an example of innovation that made a difference this year?

We have introduced several forward-thinking technologies to enhance efficiency and elevate the guest experience, especially in our public spaces. One example includes leveraging smart systems to better monitor usage trends and allocate cleaning resources accordingly. This not only improves response times but also helps reduce waste and maximize team efficiency.

Such innovations are not about replacing the human touch—but rather enabling our team to focus on what they do best: caring for our guests.

Looking ahead, what excites you most about the future of housekeeping?

I see housekeeping as a powerhouse of opportunity. It is where service, sustainability, and innovation converge every single day. What excites me is the growing recognition of its strategic role; not just in operations, but in shaping a hotel’s identity and guest loyalty.

As we move forward, I want to continue empowering future leaders in this space, developing talent, championing responsible practices, and building cultures where excellence becomes a shared legacy.