In the world of hospitality, where first impressions often define a guest’s entire experience, one department works tirelessly behind the scenes to ensure comfort, cleanliness, and care — the housekeeping department. Yet, despite being the backbone of any successful hotel, housekeeping often remains invisible and undervalued by both management and guests. It is time we shine a light on these unsung heroes who transform every room into a welcoming home away from home.

A guest’s satisfaction begins not at the front desk, but the moment they step into their room. The crisp sheets, spotless bathrooms, fresh aroma, and perfectly arranged amenities — all speak volumes about the hotel’s commitment to excellence. These details are the silent work of housekeepers who start their day early and finish late, often handling demanding workloads under immense time pressure. They uphold hygiene standards, manage lost-and-found items, handle guest requests with discretion, and maintain safety and sanitation — all while staying largely unnoticed.

Unfortunately, the housekeeping department often receives attention only when something goes wrong — a missed towel, a delay in service, or a small oversight. What goes unseen is the hundreds of perfectly prepared rooms and the consistent effort that ensures every guest’s comfort. Many housekeepers work physically demanding shifts, yet their contributions rarely receive the recognition afforded to front-office staff or management.

So, how can we make this essential “back-office” department more visible and appreciated?

First, management must lead the change. Recognizing housekeeping staff through monthly awards, appreciation boards, or internal newsletters can boost morale and show that their efforts matter. Cross-departmental meetings can help other teams understand the challenges housekeepers face, fostering mutual respect and teamwork. Training programs should also include sessions on empathy and appreciation for all departments, reinforcing the idea that hospitality is a collective effort.

Second, guests can be encouraged to appreciate the unseen work. A simple thank-you note, a kind word, or positive mention in an online review can mean the world to a housekeeper. Hotels can promote this awareness subtly through tent cards or in-room messages like, “Our housekeeping team works hard to make your stay comfortable — a small word of thanks makes a big difference.”

Lastly, celebrating International Housekeeping Week or similar initiatives can help bring the department into the spotlight. Organizing recognition events, sharing team stories on social media, and highlighting “a day in the life” of a housekeeper can transform public perception and emphasize their vital role in hospitality.

The truth is simple: without housekeeping, there is no hospitality. Every immaculate room is a reflection of their dedication. It’s time the industry, and its guests, recognize that the sparkle in every hotel isn’t just from polished floors or shining glass — it’s from the hardworking hearts behind them.

About the author

Suresh Khadka is the Executive Housekeeper at voco Muscat Al Mouj.