Housekeeping is often seen as a behind-the-scenes role, but it is really at the core of every hotel’s operations.
Traditionally, it is referred to as “back of the house,” but I have always thought that term sells it short. In my experience, housekeeping is truly the “heart of the hotel” because it touches so many areas—from guest rooms and public spaces to staff uniforms and executive laundry.
Housekeeping impacts every part of the hotel, and this influence is felt in both guest satisfaction and the overall wellbeing of employees.
Challenges in leadership
Leading a housekeeping team comes with its fair share of challenges.
The biggest? Attracting and retaining talent.
It is an ongoing effort to find and keep skilled staff, and as leaders, we need to follow through on the promises we make during the hiring process. That means ensuring staff have the training, tools, and opportunities to grow within the department. Without this, it is hard to build a motivated and stable team.
On top of that, housekeeping leaders need a wide range of skills. Not only do you need to understand the ins and outs of business operations—from budgets to labor costs—but you also need to be great with people. Balancing both these roles is essential for success in housekeeping.
Building trust with staff
One of the keys to building a strong housekeeping team is approachability. I like to call it “approachable leadership,” where leaders create an open and supportive environment.
This can be done through regular meetings, like shift briefings or monthly gatherings, where everyone feels comfortable voicing their thoughts.
In my time at Four Seasons, “direct line” meetings were opportunities for staff to speak directly with leadership, fostering trust and open dialogue. When your team knows you are available and willing to listen, it helps create loyalty and a sense of connection. It is the informal chats and shared experiences that make leaders more relatable and dependable.
Working with Generation Z
Gen Z is bringing new energy into the workplace, and they have got a lot to offer. In my experience, they thrive when they are seen and appreciated. Many of them excel at digital tasks and are eager to contribute in innovative ways.
So how do you engage them? By leveraging their strengths.
For instance, you could have Gen Z staff help with presentations or give them leadership roles in meetings. Giving them these platforms helps them feel valued while developing their confidence and skills. This approach doesn’t just benefit them—it boosts morale across the team.
Advice for new leaders
If you are just starting out in housekeeping leadership, here is my top advice:
- Be yourself: Authenticity is crucial for building trust with your team.
- Be accessible: Be approachable, empathic, and always listen.
- Be a good listener: Your staff need to feel comfortable talking to you about their challenges and needs—that is how you build a strong, supportive team.
- Develop business acumen:
- Focus on budgeting and financial management, as housekeeping departments often handle some of the largest budgets in the hotel.
- Find a mentor—someone in finance, for example—who can guide you through the financial aspects of your role.
Ultimately, success in housekeeping leadership comes down to trust and loyalty. If your team trusts you and believes in your leadership, they will follow you.
Leaders who are empathic, approachable, and business-savvy are the ones who truly thrive.
Leading from the heart
If housekeeping is the heart of the hotel, then nurturing that heart keeps the whole operation running smoothly.
Adaptable leadership that builds trust and loyalty can have a ripple effect, benefiting the entire hotel.
