From London’s five-star hotels to heading housekeeping at The Army and Navy Club, Jacqueline Hehir shares how empathy, adaptability and smart technology are reshaping one of hospitality’s most essential departments.
Could you share your journey to becoming Head of Housekeeping, and the key experiences that shaped your leadership style?
Working in hospitality has always appealed to me because no two days are ever the same. I currently work as Head of Housekeeping at a private members’ club, where I oversee the housekeeping operation, support and manage the team, and ensure members consistently experience the highest standards of cleanliness and comfort. It is a role that combines organisation, leadership, attention to detail, and people management — all aspects I genuinely enjoy.
My journey into housekeeping was not something I originally planned, but it quickly became a career I felt passionate about. I began in entry-level housekeeping roles within some of London’s top five-star hotels, learning the operation from the ground up. Over time, I progressed into supervisory and management positions, gaining experience in team leadership, scheduling, stock control, budgeting, and guest relations.
One of the most valuable lessons I learned early on was the importance of leading by example. Housekeeping can be both physically demanding and fast-paced, and teams respond best to managers who understand the realities of the role and are willing to support them during busy periods.
Several experiences helped shape my leadership style. Working through high-occupancy periods, staffing shortages, and evolving guest expectations taught me the importance of communication and adaptability. I learned that consistency and respect are essential to building a motivated and high-performing team. I strongly believe people perform at their best when they feel valued, listened to, and supported.
I have also learned that recognition goes a long way in housekeeping. Small gestures, such as acknowledging hard work, celebrating team achievements, or simply thanking someone for their effort, can make a significant difference to morale.
What are some lesser-known tips or efficiencies you’ve discovered that maintain high standards while keeping your team motivated?
Over the years, I have discovered several efficiencies that help maintain high standards while keeping the team engaged and motivated. One lesser-known but highly effective approach is structured room allocation and realistic task planning. Assigning rooms strategically based on complexity and proximity helps improve productivity without overwhelming staff.
Another valuable strategy is involving team members in problem-solving. Housekeepers often know the quickest and most practical ways to improve processes, and giving them a voice not only increases efficiency but also strengthens engagement and teamwork.
Training is another area that is sometimes underestimated. Refresher sessions, shadowing opportunities, and cross-training between departments not only improve standards but also help employees feel invested in their own development and progression.
I have also found that flexibility, where possible, is incredibly important. Hospitality can be demanding, so supporting work-life balance and being understanding of individual circumstances helps build loyalty, improve morale, and reduce staff turnover.
How has technology changed housekeeping in recent years? Are there any tools you now consider indispensable?
Technology has transformed housekeeping significantly in recent years. Digital room management systems and mobile communication tools have greatly improved efficiency and communication between housekeeping, reception, and maintenance teams. Real-time room updates allow departments to work far more seamlessly together, improving the guest experience while reducing delays.
Mobile applications that track room status, maintenance issues, and linen inventory have become particularly valuable. One tool I now consider indispensable is a housekeeping management platform that enables supervisors to assign tasks instantly and monitor progress throughout the day. It reduces paperwork, improves accountability, and allows issues to be resolved much faster.
Technology has also supported sustainability efforts, from monitoring laundry usage to reducing unnecessary linen changes – something that is becoming increasingly important across the hospitality industry.
What advice would you offer someone aspiring to a long-term career in hotel housekeeping or hospitality management?
For anyone considering a long-term career in hotel housekeeping or hospitality management, my biggest piece of advice would be to stay open to learning and never underestimate the value of people skills. Technical knowledge can be taught, but attitude, reliability, and communication are what truly help people progress within the industry.
Hospitality offers excellent opportunities for growth to those who are willing to work hard, remain adaptable, and maintain a positive mindset. It is also important to take pride in the role. Housekeeping is one of the most essential departments within any hotel, and guest satisfaction is heavily influenced by the standards and care delivered by the team behind the scenes.
What would you like to see evolve in hotel housekeeping over the next one to three years?
Looking ahead, I would like to see housekeeping continue evolving with a stronger focus on employee wellbeing, career development, and smarter technology integration. Housekeeping professionals are highly skilled, yet the role is still sometimes underestimated within the wider hospitality industry. I believe there should be greater recognition of the department’s direct impact on guest satisfaction and overall hotel success.
Over the next few years, I also hope to see increased investment in sustainable practices, improved training programmes, and technology that supports staff rather than replacing the human element of hospitality.
Ultimately, housekeeping is about creating comfort, trust, and a sense of care for guests, and that will always rely on dedicated people at the heart of the operation.