Housekeeping in the Post-Pandemic Era

Join us on Wednesday, May 26th, 2021 from 1 p.m. to 3 p.m. for this year’s Virtual Edition of Housekeeping Forum 2021.

A year after COVID-19 surfaced, hotels around the world are re-inventing their hotel operations to ensure safety for guests and employees alike.

As COVID-19 continues to impact the industry, housekeeping has become even more imperative than ever. This year’s Housekeeping Forum will take a look at the practices and the protocols being deployed as well as the challenges and opportunities that are surfacing daily in the pivotal Housekeeping Department. 

Don’t miss the industry’s ONLY housekeeping conference dedicated to this important department.


Andy is an effective and proven leader with 29 years in the hospitality industry. Andy began his hospitality career in Victoria, B.C. working his though various disciplines until he took over his first General Manager role in 2000 as the GM of the Richmond Hotel and Convention Centre in Richmond, B.C. In 2004, Andy moved to Toronto where he accepted the role of General Manager for the Toronto Marriott Bloor Yorkville, before leaving to join Hilton in 2010.

Andy accepted the position of General Manager of the Hilton Toronto Airport & Suites in 2010 and moved from the Airport, to the role of General Manager at the Hilton Toronto in October 2012.  Andy spent 2015 heavily involved in the transition of the Hilton Mississauga Meadowvale. In March 2017, Andy was promoted to Area GM Canada East for Hilton managed hotels. In this role Andy oversees 6 Hilton managed properties; Hilton Toronto, Hilton Mississauga Meadowvale, Hilton Toronto Airport, Hilton Quebec (Quebec City), Hilton Saint John (NB) and Hilton Cleveland (Ohio, USA).

In July 2020, Hilton complexed the Hilton Toronto and Hilton Mississauga Meadowvale properties. Andy accepted the role of Complex General Manager for both the Hilton Mississauga Meadowvale and the Hilton Toronto, in addition to his Area General Manager properties.

In 2011, Andy was presented the Gold Award for Hotelier of the Year from the Ontario Hostelry Institute.

Andy is currently an Executive Committee Member on the Board for Destination Toronto.  In addition, he also sits on the Board for the Greater Toronto Hotel Association, and on the Board of Trustees for the UNITE HERE Local 75 Pension/Health and Welfare plan.

Andy lives in Toronto with his wife, Davida. He has two children, Megan and Eric. Andy spends his free time up at their cottage, where he enjoys spending time on his boat and relaxing with his dog Chewie.

Bonnie Strome is a hospitality leader with 25 years of hotel management experience in the Toronto hotel market and is currently steering the Park Hyatt Toronto through a transformational renovation to launch a new level of hotel luxury in 2020. After graduating from Tourism and Travel at Sheridan College, she joined the industry as a telephone operator and worked for leading hotel management companies including Delta Hotels and Interstate Hotels before joining Hyatt in 2004 as the Executive Assistant Manager Rooms. In that role she served as senior leadership for the hotel Rooms operation including Stillwater Spa, the second-highest performing spa in the company and the luxury spa leader in Toronto.  Before becoming General Manager at the Park Hyatt she held her first General Manager role at the Hyatt Regency Toronto and was honoured to return to the Park Hyatt in her new position and have the opportunity to transition the storied hotel through an incredible re-imagination to re-open as a leader in the Toronto luxury market. A huge supporter of the industry, she recently served as Chair of the Board for the Greater Toronto Hotel Association and remains a member of the Executive Committee working on initiatives that positively impact the hotel market. In addition, growing up in Toronto she has a passion for this city and is an active member of the Board for Tourism Toronto and Chair of the Marketing Committee. 

Anne Marie is the General Manager of Fairmont Mont Tremblant, leading a dynamic team of passionate, engaged, and motivated hospitality professionals in delivering exceptional experiences  to guests and locals in the Mont Tremblant region. Anne Marie has over thirty years of hospitality  experience in 11 hôtels, 3 regions, and 2 continents, skilled in Sales & Marketing, Event Management, Food & Beverage, Catering, Financial Analysis, and Budgeting.

Cayley Dow is the Founder and CEO of Thrivity Inc., a Human Resources Consulting and Coaching firm that helps service-oriented businesses to thrive in the ever-evolving world of work. Service driven and collaborative by nature, Cayley takes a customized approach to helping clients reduce barriers to change and improve overall resiliency.

With a career of over 20 years, Cayley has worked as an HR executive overseeing nationwide talent functions in the hotel industry. Her track record in elevating culture and engagement for every business with which she has partnered, has earned her credibility as an HR thought-leader and trusted business advisor.

Cayley holds a Bachelor of Commerce degree from the University of Guelph, a certificate in Strategic Leadership from Cornell University and is a certified Chartered Professional in Human Resources (CPHR).

A nature lover and outdoor enthusiast, Cayley enjoys a thriving lifestyle with her husband and two children in the mountains of Squamish, British Columbia where her free time is spent in the wilderness on bike, foot, and ski.

Mandie Abrams is the Executive Director of the Hospitality Workers Training Centre(HWTC), a sector-based workforce development initiative aimed at preparing job-seekers for in-demand entry level jobs in Toronto’s booming hospitality industry. Over the past three years, under Mandie’s leadership the Hospitality Workers Training Centre has doubled its training capacity and realized an 80% success rate for participants’ transition to employment after training.

Mandie has worked in the nonprofit sector in Canada and internationally for over 25 years. Prior to moving to Toronto, Mandie worked for the Edmonton Chamber of Voluntary Organizations on leadership and non-profit workforce development. Through her career she has been involved in community development, organizational policy and program development, capacity building, training and facilitation and fund development activities. Mandie has had the privilege of working in over 6 countries, in several Canadian provinces as well as in Canada’s arctic.

Mandie holds a Master’s Degree in Public Policy and Administration with a concentration in International Development from Rutgers University. In her spare time she is learning to play piano and knit, but not at the same time.

Melissa Sobers has worked in the hospitality industry for 10 years at the Rogers Centre before taking on the position as a Research Analyst with Unite Here Local 75, the hospitality workers union in the GTA.

Mike Pilolli has more than 30 years of experience in the industry, of which 27 years have been spent with Coinamatic in various leadership roles. He has served as vice-president since 2014.

Nikki Stewart is currently the Director, Housekeeping at the iconic Fairmont Royal York in Toronto, part of the French-based Accor Hotels brand where she has held progressive positions throughout the Rooms Division from Laundry Manager to Assistant Director, Rooms over the past four years. Stewart’s storied career with Fairmont dates back over a decade when she began working as a room attendant in 2005 at Fairmont Jasper Park Lodge in Alberta. Nikki is extremely active throughout Accor Hotels through her contributions to many hotel committees and fundraisers. She holds a Business Administration Diploma and recently completed the Hospitality Leadership certificate program through Guelph University and ECornell. She has been awarded many accolades throughout her career including the high honour of being named Fairmont Hotels & Resorts’ “Star Colleague of the Year” and Hotelier Magazines “Executive Housekeeper of the year in 2019. As a proud member of the Accor team, Nikki constantly proves the co-founders’ vision to invent the hospitality of tomorrow and bring to life their passion for the guest.

Disha Mehra is the executive housekeeper of the Marriott Toronto City Centre where she has built a vibrant team through restructuring and development. In 2019, under her guidance, the hotel received the Best in Housekeeping CAA and AAA award with the hotel recognized as being in the top 25 percentile of 65,000 hotels audited. Prior to joining the Marriott Toronto City Centre, Disha worked as Rooms Division Manager at the Ramada Hotel & Conference Centre, as Assistant Housekeeping Manager of the Hyatt Regency in Mumbai, and at The Leela Kempinski Mumbai. Disha holds a Bachelor of Hotel Management from Mangalore University and is currently pursuing her CHRP designation.