Interview: Hilton Abu Dhabi executive housekeeper

During Hilton Worldwide’s annual housekeeping week, Orwino Gabaon, executive housekeeper at Hilton Abu Dhabi, says empowerment and encouragement are essential for a happy team:

What is your career background?
After graduating with a degree in computer science in the Philippines, I went on to become a computer teacher at a local high school, before making a move into the hospitality industry. After 12 years of experience in the industry, I joined Hilton Abu Dhabi in 2008 as a senior housekeeping supervisor. During my five-year career with Hilton Abu Dhabi, I have grown both personally and professionally through the opportunities provided by the hotel and moving upwards through the ranks of Hilton Abu Dhabi management, I was promoted to the position of executive housekeeper in May 2013.

What are your responsibilities?
As executive housekeeper, I lead Hilton Abu Dhabi’s team of professional housekeepers to deliver Hilton’s brand values of service excellence and outstanding hospitality. I work with the team on a daily basis to ensure guests are provided with an enjoyable, comfortable and safe experience at Hilton Abu Dhabi.

Hilton held its annual Housekeeping Week last month; what is this?
Housekeeping Week at Hilton Abu Dhabi is celebrated annually and provides us with an opportunity to be recognised by our industry for our ongoing efforts to uphold Hilton’s world class levels of service.

For one week, the housekeeping teams are in the spotlight with fun activities set to showcase our skills. The management team uses the occasion as a platform to hold special events and give prizes throughout the week, including a competition to find the fastest-room cleaning team members! It’s a welcome way for the wider team to express their gratitude to the hard working housekeepers who keep the hotel rooms sparkling and our guests smiling.

In what other ways do you motivate your team members and reward good performance?
Over my 12 years of experience in the hospitality industry, I have come to learn that communication is key to the success and happiness of team members. Within my team, I regularly discuss and present opportunities for development at Hilton Abu Dhabi, while setting a line of action for team members’ personal and professional growth.

In an on-going effort to encourage and motivate staff, the Hilton Abu Dhabi Star Bond Award Programme recognises housekeeping team members with cash prizes for any job, big or small, well done. In addition to ‘team member of the month’ acknowledgements, a recognition certificate is presented by our general manager, or director of operations, to housekeepers who receive outstanding guest feedback throughout the month.

What changes and new initiatives have you introduced at the hotel since you joined?
I have introduced a variety of updated operating procedures to ensure first-class guest experiences. Recognising the importance of this personal empowerment, I try to regularly show appreciation for my team’s efforts and accomplishments as they deliver outstanding hospitality, which is reminiscent of Hilton hotels across the world. Through greater operational efficiency and quality control, we are delivering consistent value and service to ensure the utmost comfort and convenience for guests at Hilton Abu Dhabi.

What are your biggest achievements in your role?
During my time as executive housekeeper at Hilton Abu Dhabi, my greatest achievement to date has been helping mould my team in to the efficient and skilled professional machine that they are. As a result, the housekeeping team is more involved than ever before in a variety of internal activities which seek to unite the Hilton Abu Dhabi team under the common goal of providing world-class service.

The activity surrounding Housekeeping Week is a perfect example of this and over the course of the seven-day event, our 55 member strong housekeeping team is taking part in a number of fun-filled activities which will celebrate their hard work throughout the year.

My Best & Worst

• The best advice I have received is “just be yourself and be honest in everything you do”.
• The worst advice I have received is “If you want to succeed in life, you will have to do things you may not want to do”. I don’t believe this is true. I think if you want to succeed in life, you have to do the things you love.
• My worst housekeeping nightmare is to clean a room after a rock band has visited!
• My best career move was deciding to work at Hilton Abu Dhabi.
• My best hotel stay is at Hilton Abu Dhabi. I also enjoy some of my relaxation time in the hotel to experience its unrivalled leisure services and facilities.