No Degree Required: Why I love being a ‘ninja’ housekeeper despite friends’ jokes about me cleaning toilets

I have been a housekeeper at various hotels in Malaysia and Singapore for 14 years and counting.
My first housekeeping stint was at a hotel in Ipoh, Malaysia, in 2010.
I was earning my diploma in Hospitality Management at Keris College and had to complete an internship with a hotel before graduation. 
It was my introduction to the world of housekeeping, at a time without much technology. 
Back then, room attendants had to carry and consult extensive paperwork when cleaning, particularly for VIP rooms. Updating the room cleaning report was a manual task, as was the meticulous counting of soiled linen — a far cry from the electronic systems used today.
That internship laid a strong foundation in housekeeping for me, and I fell in love with the job because it allowed me to be on my feet and be actively engaged. 
Plus, I also had a passion for crafting exceptional experiences for guests. 
Since then, I continued to hone my skills at various hotels, including my current role at Village Hotel Bugis, where I have been based since 2017.  
A typical workday starts with a team line-up during which we will need to meticulously discuss room assignments, special guest requests, and any specific details requiring our attention. 
Our primary focus is to ensure that our guests feel welcomed and have a great stay. 
My responsibilities include overseeing cleaning schedules, conducting quality assessments, and managing inventory to ensure things operate seamlessly. 
Like many service industry roles, housekeeping has its unique set of challenges. 
A significant one is adapting to guests’ ever-changing demands. 
I recall an instance where a guest reported an issue with their room’s air-conditioning moments after checking in. Upon inspection, it turned out that the system required some time to reach the desired temperature, which is normal. Unfortunately, the guest was impatient. 
Recognising the situation, I immediately asked my colleagues to expedite the cooling process in another room and contacted the duty manager to switch the guest to the room that was already cooled. Within a few minutes, the issue was resolved, and the guest appreciated our prompt response.
What I find most rewarding about my work is the immediate satisfaction derived from the positive feedback from our guests on their stay. Though we are the “ninjas” behind the scenes, we know that housekeeping plays an important role. 
My team and I are always looking to enhance the guest experience with us. Once in 2018, I had the idea to create a kid-themed room.
We got excited and we spent time getting creative. It involved hours of wall painting, decorations, and carefully choosing suitable furniture for the theme. 
A week later, we unveiled our room. The reaction from our guests exceeded our expectations, and demand for these rooms skyrocketed. 
Families were booking them months in advance, and compliments poured in. It will always be a reminder to me how innovation can enhance our guests’ experience, which makes the job exciting for me!
For aspiring housekeepers, I recommend that you start by taking a role to build your foundation. 
There are many skills that are essential for housekeeping, such as attention to detail, effective time management, and good communication. 
Specific training is also vital so that we can uphold high standards of cleanliness, safety, and guest satisfaction. I have gone through such training myself, for example Workforce Skills Qualifications in areas such as cleaning and sanitation, and workplace safety and health.
Despite this, hotel housekeeping is a profession that may not always receive the recognition it deserves. 
It is not uncommon for family and friends to misunderstand the challenges and dedication that this line of work demands. 
My friends sometimes make playful remarks about me “helping guests wash toilet bowls”. However, I take immense pride in what I do and am always quick to respond that I can even draw a proper toilet bowl, as I’ve seen quite a few in my career. 
The essence of our work goes far beyond cleaning. It revolves around creating memorable and joyous experiences for our guests, and requires dedication, adaptability, and a profound passion for hospitality.
ABOUT THE WRITER:  
Sophia Lee, 35, has been a housekeeper at Far East Hospitality for nine years and is currently based at Village Hotel Bugis. She is a Singapore Permanent Resident and enjoys activities such as singing and cooking in her free time.