This month, Hotelier Middle East talks to the region's executive housekeepers about the never-ending task of making sure their hotels stay spick and span and ready to welcome guests.

Did you always want to become an executive housekeeper?

Jeanette Clift: At the young age of 21, I started my career in the hospitality industry, working in the rooms division. I began in front office and later moved into housekeeping because I found it to be challenging, detail-orientated and creative.

 

"We have had the normal items go missing from rooms — everything from folders and anti-theft hangers to wall-mounted hairdryers and duvets."

Negla Toprak: During my training in the housekeeping department, I worked with a very professional and experienced housekeeper and I wanted to be like her.

KP Chandran: I got to where I am today by working my way up through the ranks which is, I believe, absolutely vital. I started my hotel career in 1982 as a room attendant and steadily progressed to linen room attendant, floor supervisor, assistant housekeeper and then made it to the level of executive housekeeper in 2003. With such a large team, and so many diverse roles, you need to have real first-hand knowledge of each position to effectively run any housekeeping department.

Story continues below
Advertisement


Dan Henderson: After completing my hospitality degree in Switzerland, I joined the Hyatt in Dallas, Texas, as a room's management trainee. I then chose to focus on housekeeping and towards the end of my training I was promoted to assistant housekeeping manager. I moved on to Hyatt Regency Dubai and was then given the opportunity to be part of the pre-opening team for Grand Hyatt Dubai. Two years later, I had the chance to do another pre-opening, this time with the Park Hyatt Dubai, as housekeeping manager.

Renjith Chandran: I started my career in the hotel industry six years ago, after studying for a diploma in hotel management, specializing in housekeeping. My first position was with the One & Only Royal Mirage, Dubai as a floor supervisor in housekeeping, a role I held for three years before going back to India to participate in the pre-opening of the Taj Indi One Hotel, the first budget business hotel in India, which is now known as Ginger Hotels. On returning to the UAE, I joined the pre-opening team of Emirates Palace Hotel, Abu Dhabi as senior supervisor, and I worked there for one year. Then I joined Radisson SAS Hotel, Dubai Media City as assistant executive housekeeping manager and this year I was promoted to executive housekeeper.

Naima Ibtihaj: Housekeeping is something you either like or you don't. It is not for everyone. When I graduated from Ecole Hoteliere, I always said I would never do housekeeping, but after my first placement in the housekeeping department, I didn't want to do anything else. I just love it. I feel that there is camaraderie in housekeeping that you don't get in other departments. It's so rewarding at the end of the day when you see beautiful, clean rooms and a beautiful, clean hotel. I'm very lucky in my role of executive housekeeper as it allows for great diversity - it's not just cleaning rooms.

What are the main challenges faced in your department?

Clift: Ensuring rooms are available to guests upon check in, and delivering supplies on time are always challenges. And as with all the other areas of the hotel, retaining experienced and qualified staff continues to be difficult.

Toprak: The most challenging thing for us is the fact that a lot of the time we are dependent on suppliers and third parties to get things done. If they let you down then problems occur.

KP Chandran: With the increase in room inventory due to the recent opening of our furnished apartments - The Residence - we have had to adapt to a much busier and larger operation in both housekeeping and laundry. We have taken on 30 new team members in the last six months. Training them while running a full house in both the hotel and residence has been a real test.

Henderson: One of the main challenges is hiring the right people for the right job. It used to be that people perceived housekeeping as only a cleaning service. We definitely have come a long way from that, and the challenge now is that we have to guide and encourage the staff to take personal care of our guests. For some, this comes naturally, depending on their culture or background. Others require more encouragement.

Chandran: Keeping the staff motivated during demanding situations.

Ibtihaj: I see two main challenges. The first is finding the right employees because housekeeping in hospitality is not for everybody. It is important to recognize talent and then retain this talent and keep employees motivated. The second thing is to anticipate the guests' perspectives - guests are now more knowledgeable, with very high expectations and this keeps us on our toes. We've got to get it right the first time.

Which areas of the hotel are the most demanding to clean?

Clift: All areas of the hotel require special attention, but landscaped areas can be quite a challenge to maintain.