Elinda Keenan, Assistant Executive Housekeeper at Bvlgari Hotel London, shares her journey through hospitality and how empathy, communication and team empowerment underpin her approach to delivering exceptional housekeeping standards in a modern, tech-enabled environment.
Could you share your journey to becoming Head of Housekeeping, and key experiences that shaped your leadership style?
My hospitality journey began in Glasgow at 14 in a café, where I developed a passion for service. By 16, I had moved into housekeeping at Jury’s Pond Hotel while studying hospitality, including commis chef training and five-star silver service.
I later transitioned into front office roles at Cheshunt Marriott, progressing to Senior Receptionist and Night Manager, where I gained a strong understanding of guest expectations, communication, and people-focused leadership. Returning to housekeeping, I joined London Marriott Park Lane as Assistant Executive Housekeeper before becoming Executive Housekeeper at Andaz Liverpool Street, focusing on guest experience, team development, and collaboration.
Navigating the COVID-19 pandemic was a defining moment, reinforcing adaptability and teamwork. Now Assistant Executive Housekeeper at Bvlgari Hotel London, my leadership style is rooted in empathy, clear communication, and empowering teams to take pride in their work.
What are some lesser-known tips or efficiencies you’ve discovered that maintain high standards while keeping your team motivated?
One of the most effective methods I’ve implemented is incorporating short, daily training sessions into morning briefings. These 15-minute sessions allow us to reinforce standards, introduce updates, and address challenges early in the day. It keeps the team aligned, confident, and prepared.
Involving the team in new procedures is equally important. Encouraging feedback not only improves processes but also creates a sense of ownership and accountability. When people feel heard, they are more engaged in maintaining standards.
Recognition plays a vital role too. Alongside formal HR initiatives, I make a point of personally thanking the team after busy periods, often with small gestures to show appreciation. Ultimately, maintaining high standards comes down to creating a supportive environment where people feel valued, listened to, and motivated – something that directly translates into the guest experience.
How has technology changed housekeeping in recent years? Are there any tools you now consider indispensable?
Technology has significantly improved housekeeping operations, making them more efficient, responsive, and sustainable. Systems such as Unifocus and Rex HotSOS have become essential tools in daily operations.
These platforms provide real-time updates on room status, allowing teams to prioritise tasks effectively and improve communication between departments. Task allocation is streamlined, with requests automatically directed to the right team members, enhancing both speed and accountability.
Additionally, these systems support sustainability efforts by reducing paper usage and providing accurate data for better decision-making. However, while technology enhances efficiency, the human element remains at the heart of housekeeping. It is still the team’s attention to detail and pride in service that truly define an exceptional guest experience.
What advice would you offer someone aspiring to a long-term career in hotel housekeeping or hospitality management?
My advice is to embrace every opportunity to learn and develop. Hospitality is a fast-paced industry where each experience builds valuable skills, so staying curious is essential.
Don’t hesitate to ask questions or learn from experienced colleagues. Housekeeping has a strong network of professionals who are often willing to share their knowledge. Gaining experience across different departments is also incredibly valuable, as it provides a broader understanding of hotel operations and strengthens leadership capability.
Most importantly, follow your passion. If you enjoy creating memorable guest experiences and supporting a team, housekeeping can be an incredibly rewarding long-term career. Hard work, curiosity, and continuous learning are key to success.
With ongoing staffing challenges and shifting guest expectations, what strategies have you found effective in maintaining service quality and team morale?
Maintaining service quality during staffing challenges comes down to investing in people. A well-trained and supported team will always deliver better results.
Daily 15-minute training sessions continue to be highly effective, helping to reinforce standards and keep everyone aligned. Just as important is fostering a culture of open communication, where feedback is encouraged and achievements are recognised. When team members feel respected and valued, morale naturally improves.
Empowering the team to go the extra mile for guests also builds confidence and pride in their work. Ultimately, strong teamwork, trust, and continuous development are what sustain high standards, even in challenging times.
What would you like to see evolve in hotel housekeeping over the next 1–3 years?
Over the next few years, I would like to see a stronger balance between technology, sustainability, and people development within housekeeping.
Technology should continue to improve efficiency in areas such as communication, task allocation, and room management, but always as a support tool rather than a replacement for the human touch. Sustainability should also remain a priority, with reduced waste, eco-friendly products, and smarter ways of working that maintain luxury standards.
Most importantly, I hope to see greater investment in people through training, career development, and wellbeing initiatives. This will help attract and retain talent while reinforcing housekeeping as a respected and rewarding career path.
Ultimately, housekeeping should continue to be recognised as a key driver of the guest experience – where people, innovation, and service excellence come together.