By Amy Bostock and Nicole Di Tomasso
TORONTO — Hotelier’s annual Housekeeping Forum, celebrating the critical role housekeeping plays in hotel operations and guest satisfaction, was held last week at the Chelsea Hotel Toronto and hosted by Kostuch Media. The event brought together housekeeping professionals to share knowledge, best practices, and forward-thinking ideas.
In her opening remarks, Rosanna Caira, editor and publisher of Kostuch Media Ltd., emphasized the important role of the housekeeping department. “Housekeeping plays an essential role in creating memorable guest experiences and maintaining the reputation of hotels. Today’s travellers prioritize cleanliness and hygiene more than ever before, making the role of housekeeping not just important, but paramount.”
She encouraged participants to share insights on topics ranging from efficient cleaning to staff training and sustainability. “By sharing our success stories and challenges, we can collectively enhance our skills and improve the overall guest experience,” she noted.
One of the most engaging moments came from keynote speaker Mohammed “Noor” Moula, senior Operations manager, Housekeeping at the Fairmont Royal York and a recent Top 30-Under-30 recipient. He delivered his “Top 10 Tips for Operational Excellence,” urging attendees to see housekeeping as a strategic function, not just a support role.
“Empowering [housekeeping] colleagues to utilize their right judgment promotes critical thinking,” he said. “We’re not just cleaning rooms — we’re crafting experiences.”
His tips included promoting emotional intelligence, adopting sustainable practices, and embracing innovation. “Sustainability is no longer a trend — it’s an expectation. Go green without compromising speed,” he urged.
The Future of Housekeeping
Odette Foster, director of Style at the W Hotel Toronto, delivered a session titled The Future of Housekeeping, which discussed trends, innovations, and the evolving role of housekeeping in hospitality.
Foster opened her address with a look at the evolving state of housekeeping in hospitality. Drawing from her own journey, which began in a housekeeping role, she provided a deeply personal, yet strategic outlook on the industry’s future. “Housekeeping has always been near and dear to my heart,” she shared, “because this is where I started in the industry.”
She highlighted key workforce shifts, noting that the demographic is changing rapidly. “The workforce in housekeeping is definitely aging,” she said. “We’re seeing more students taking entry-level roles — but they’re ambitious and want to move up quickly.” This trend, she explained, necessitates updated retention strategies to reduce churn and maintain service quality.
She also tackled the critical topics of sustainability and technology. Foster cited rising guest expectations and corporate sustainability mandates as key drivers. “Eighty-three per cent of travellers consider sustainable travel essential,” she stated. She detailed her hotel’s transition to low-flow faucets, LED lighting, and digital systems such as HotSOS to reduce paper waste and increase efficiency.
She also highlighted digital tipping — a recent initiative piloted at her property. “Guests can scan a QR code and tip their room attendant directly. It goes straight to their paycheque. The team loves it.”
She closed by emphasizing the need for personalization in housekeeping. “It’s not just about cleaning anymore,” she said. “We’re training our staff to engage with guests, personalize service, and create memorable moments.”
Best Practices in Housekeeping
In the morning panel, Caira was joined by panellists Kevin Collins, director of Rooms Fairmont Royal York Hotel; Sadika Ariba, Services manager and director of Housekeeping, Shangri La, Toronto; and Julie de Guzman, director of Housekeeping, Sheraton Airport Toronto.
A central theme was staffing, particularly communication across generations and employee retention. “Communicating the different values of each generation is key,” said de Guzman. “Millennials want work-life balance and instant communication, whereas Gen X prefers one-on-ones and emails.”
Collins shared his team’s successful strategy of storytelling to attract talent during their first post-pandemic job fair: “We had over 100 people show up — people with high EQ and IQ — because the purpose resonated.”
Retention, training, and recognition were echoed as top priorities. “We pair seasoned staff with new hires to pass along pride and passion,” Collins noted. His team also introduced monthly celebrations and peer recognition to boost morale.
Technology was also in the spotlight. Collins described how the Royal York is integrating systems to improve efficiency and personalize service: “It’s not about removing the human touch, but enhancing it.”
de Guzman emphasized the value of using existing tools smartly: “Know what you have and use it well — even without the newest platforms, you can collect data and recognize high performers.”
Sustainability and safety rounded out the discussion. Panellists cited efforts to use eco-friendly chemicals and train staff on human trafficking awareness. “We don’t just talk security — we empower attendants with examples of great service that respects guest privacy,” Collins said.
The session closed with a look to the future, emphasizing ongoing training, tech adoption, and elevating housekeeping as a strategic contributor to hotel success.
Innovations Unleased: Supplier Showcase
During this session, six suppliers presented their latest product innovations designed to help the housekeeping department and provided practical insights that attendees can implement within their organizations. Participants included ADA Cosmetics, Ecolab, Willowest, P&G Professional, Fox Fold and Leiberman Textiles.
Mental Health in the Workplace
Following the Supplier Showcase, a mental-health workshop, led by Kim Greasley, brought attention to the emotional weight carried by hospitality workers, especially housekeepers. With a compassionate and interactive approach, Greasley encouraged vulnerability and openness. “Eighty per cent of hospitality professionals have experienced at least one mental-health issue in their career,” she revealed. Burnout, she warned, is a significant concern, with 47 per cent of frontline housekeepers saying they have experienced burnout.
Participants were asked to reflect on how stress manifests physically and emotionally. One attendee noted, “My shoulders tense up. I feel like I’m hunched over.” Another added, “It affects my ability to concentrate and spills into my home life.”
Greasley introduced tools such as emotional check-ins and micro self-care practices, encouraging leaders to integrate them into daily routines. “Even just taking a deep breath or doing a 60-second sensory reset can make a difference,” she advised.
She concluded with a framework for different types of rest — physical, emotional, sensory, social, mental, creative, and spiritual. “We need to normalize emotional expression at work,” she said. “It shows our team we care, and helps us all feel seen and connected.”
The Business of Housekeeping
Following a networking buffet lunch, the afternoon panel, entitled The Business of Housekeeping and moderated by Amy Bostock, managing editor at Kostuch Media Ltd., featured Jessa Villamater, Housekeeping manager at Union Hotel; Sara Park, director of Housekeeping at the Chelsea Hotel, Toronto; Elena Stakhanova, director of Housekeeping at TOOR Hotel; and Angela Steeves, general manager of Pantages Hotel Toronto.
First, the panel discussed strategies for managing housekeeping costs without compromising quality. At her boutique property, Steeves said, “the hotel is suitable for long-term stays, allowing guests to opt in and out of cleaning if they’re staying for a longer period of time. That adds efficiency to laundry, staffing, et cetera. It’s all about looking for ways you can be creative. Look at your hurdles and where your opportunities are and make some solid standard operating procedures that make sense to your individual property and structure.”
In a similar vein, the panellists also discussed balancing the pressure of cost-cutting measures with the need for competitive wages and staff retention.
At the nearly 1,600-room Chelsea Hotel, Toronto, Park emphasized the importance of cost control, training/re-training programs and supervisory checks to manage the large property.
“We have a brief meeting every morning to review our focus for the day,” says Park. “Communication is [critical] to make sure everyone is on the same page. We pass on messages to the housekeeping staff from the [executive team] about what’s going on at the hotel on a daily basis.”
Next, the panellists highlighted various KPIs tracked to ensure their housekeeping operations remain efficient as well as sustainable practices within the department.
“Steady inventory control, cost per act, cleaning times and cost per bedroom are ones that I keep my eye on,” said Steeves.
At the newly built TOOR Hotel, Stakhanova said the hotel ownership group is increasingly focusing on eco-friendly initiatives. “We use paper packaging for [amenity items] in the guestrooms instead of plastic, rainwater for toilets and motion-sensor lighting to reduce energy consumption,” she said.
Additionally, the panellists discussed alternative avenues for finding labour and the shift in hiring young people for housekeeping positions.
“The younger workforce is eager to learn, but they’re also eager to cross train,” said Villamater. “This really helps maximize staffing, not just for housekeeping but for other departments as well,” noting this has been a big change she’s experienced working with younger generations in comparison to older ones.
Furthermore, Steeves mentioned reaching out to community organizations for support and funding for training and education programs. She re-called contacting the Autism Society of Nova Scotia while working out east to bring individuals with autism into the housekeeping department.
“Pick up the phone and make the call. Ask what they think,” said Steeves. “Typically, these organizations are excited to have these phone calls because they don’t get them on a regular basis, but they’re there to support the operators as much as the individuals.”
The panel also emphasized the importance of staff retention, training programs and adapting to post-pandemic cleanliness standards, including focusing on high-touch areas and using hospital-grade chemicals.
Next, the Bedmaking Competition saw a team of hotel general managers, including Shane Downey (Chelsea Hotel, Toronto), Andy Loges (Hilton Toronto) and Patrick Cappa (Omni King Edward Hotel), compete against a talented team of housekeepers. Judges included Caira, Bostock and Paul Gingras (retired at Park Hyatt Toronto). In the end, housekeeper Adrian Gonzalez Martinez won for his neatness and precision.
The event concluded with the presentation of two Housekeeping Awards, including Room Attendant of the Year and Executive Housekeeper of the Year. The former was presented to Edris Philbert from Hilton Mississauga Meadowvale, who’s retiring this month after 25 years of service, while the latter was presented to Desmond Mullings from Hyatt Place Ottawa West.
