Tell us a little more about yourself and your career to date?
Born in Whitby North Yorkshire in the late 1950s, traditionally a woman’s place was in the home. However, a holiday job as a teenager in a seaside hotel instead resulted in a lifelong career in Hospitality.
After obtaining a Hospitality Management qualification at Leeds Metropolitan University and HCIMA membership (now known as the IoH), my career spanning over 50 years began.
Working initially with Forte hotels, assisting in new hotel openings, training staff worldwide in prestigious hotels such as Sandy Lane Barbados and later the Grand Hyatt in Dubai, afforded me the opportunity to travel the world and develop my knowledge and skills.
I received external endorsement in the early part of my career with both Kimberley Clark’s Training Award for Excellence, followed by a prestigious Catey Award for Housekeeping, a year later.
As the founder member of Yorkshire and North East UKHA Housekeepers Association and other regions, I was able to encourage others to join the association to recognise the professionalism of housekeeping within the hospitality industry.
Working with housekeepers, sharing best practices in many different types of accommodation, including cruise ships and care homes, resulted in a Fellowship of the British Institute of Cleaning Science and more recently, their Lifetime Achievement Award.
Guests’ expectations in terms of housekeeping have changed dramatically worldwide over the last two years. Can you tell us a little about how you and your teams have adapted to this?
At the start of the pandemic I was involved in advising on the priorities in breaking the chain of infection, the implementation of specific cleaning and hygiene plans for re-opening and last, but not least, how to provide a great service when guests’ expectations were at an all-time high.
The changes that needed to be made at the time went against what the hospitality industry is all about.
In order to advise on the critical role housekeeping would provide, I completed and successfully passed the Global Biorisk Advisory Council, GBAC Fundamentals Training Course with an emphasis on SARS-CoV-2/COVID 19.
The knowledge gained on infection control, and preventative measures were invaluable in assisting others in my recommendation on the use of correct PPE, sanitisers, electrostatic sprayers / fogging etc. Above all, the priorities introduced were to ensure both staff and guests felt, and were, protected.
My fellow UKHA colleagues were involved in preparing checklists, and the Covid toolkit was invaluable in assisting many re-open.
Good housekeeping is the foundation of the reputation of any hotel or hospitality business. What would you say to anyone considering a career in housekeeping?
Some may have the impression that housekeeping is a dead-end job with few career prospects, rewards, recognition and job satisfaction. However, this is far from the truth.
I would encourage anyone considering a career in housekeeping, to contact me so I can share my passion and enthusiasm for a career that, will not only enable you to get paid to travel the world should you wish, but provide opportunities for career progression at an early stage in your career. Plus the guarantee of constant employment.
Housekeeping can be hard work but is so rewarding. It’s not a job but a way of life!
You’re an FIH, what does this mean to you?
I was extremely honoured in 2001 to be awarded a Fellowship of the IoH at a time when very few housekeepers were recognised for their management skills and professionalism.
This recognition over the last 20 years, has enabled me to influence others through mentoring and encouragement, to pursue a rewarding career in housekeeping and in turn, receive the recognition they deserve and membership of the IoH.
Many Hotel General Managers (including our Chief Executive), have described their housekeeping departments as the “mother and father” of the business. What would you say to that?
Housekeeping departments are both vital and critical to the success of any business offering accommodation.
Housekeeping covers the largest physical areas of the hotel, usually one of the largest teams working within the business, generating the overall highest profit contribution.
The importance of the housekeeping team is often underestimated, as is the impact of their work on maintaining the wellbeing of other team members and guests.
In a recent survey, almost 80% of guests revealed cleanliness is the most important factor affecting their choice of where to stay.
Housekeeping was often previously the invisible workforce, then during the pandemic became visible as the “mother and father of the business”.
Which elements of IoH membership did you use most during the lockdown?
I participated in many of the excellent, inspirational and informative webinars and was so grateful for the opportunity to continue updating my knowledge in order to assist others.
Networking at the weekly online coffee chats and keeping up-to-date with the ongoing changes, was invaluable prior to re-opening.
Why say #imin to the Institute of Hospitality?
Being part of the IoH family is so very important. There’s so much great work happening within the Institute at the moment. For example, championing diversity with the new diversity pin, as well as all the support for the growth and development of careers within hospitality.
Tell us three things about yourself we don’t know!
Be part of our well-respected network, get trusted advice and take a positive approach to your learning and development.
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