Hotel Magazine speaks to Director of Housekeeping Fernanda Telatin Lewis at The Goring Hotel
In our The Hotel Magazine’s instalment of a brand-new segment: Inside Housekeeping, in collaboration with UK Housekeepers Association (UKHA), they speak to Fernanda Telatin Lewis, Director of Housekeeping at The Goring Hotel and Chairperson for UKHA for London and the Southeast where she shares her remarkable journey from room attendant to operations leader in luxury hospitality. Drawing from over two decades of experience, she offers practical wisdom on leadership, team motivation, and the evolving role of technology in housekeeping-all while advocating passionately for greater recognition of the profession.
Can you share a bit about your path to becoming Head of Housekeeping and what key experiences helped shape your leadership style?
I graduated from university in my home country of Brazil with a degree in Primary Education and a Bachelor's in Arts. I arrived in London in June 2000, initially working as a room attendant. I gradually advanced through various roles, including supervisor, assistant housekeeper, and head housekeeper. By 2004, I earned a promotion to Opcrations Manager at a luxury boutique property, which broadened my perspective on hotel management.
One key experience that significantly shaped my leadership style was when I was shouted at by a supervisor early in my career. This pivotal moment taught me to be sensitive towards people's feelings and the importance of respect in leadership. I strive to communicate as effectively as possible, adapting my style to connect with each individual. Working in hospitality means we must value and demonstrate care for one another daily, as our people are the most important asset of our business.
What are some lesser-known tips or efficiencies you've discovered that help maintain high standards while keeping your team motivated?
One lesser-known tip I've found helpful in maintaining high standards while keeping my team motivated is our morning role-playing sessions. We often engage in activities like "knock-knock" games, where we pretend we are guests interacting with housekeeping staff. This kind of training not only improve our skills in personalising quest experiences but also fosters a sense of camaraderic within our team. With 12 different nationalities represented, these sessions boost confidence in speaking English and allow us to express genuine interest in our guests.
How has technology changed the way housekeeping operates in recent years, and are there any tools you now consider indispensable?
I am a big fan of technology and how it facilitates our work.
Over my 25 years in housekeeping, I've seen incredible changes-especially in planning, checklist management, image sharing, maintenance reporting, and health and safcty training. I love every aspect of leveraging technology, always socking ways to improve our processes.
Communication apps have become indispensable tools, as they allow our team-scattered throughout the building-to share insights and updates in real-time.
Fernanda and her team
What advice would you give to someone looking to build a long-term career in hotel housekeeping or hospitality management?
If you're looking to build a long-term carcer in hotel housekeeping or hospitality management, my advice is simple: be very good at finding the right people. Don't be seduced by credentials alone; focus on finding great team players with a positive mind-set who will add value to your existing team. In hospitality, we thrive on warmth. kindness, and generosity; creating memorable experiences for both our guests and oursclves.
With ongoing staffing challenges and shifting quest expectations, what strategies have you found effective in maintaining service quality and team morale?
Given the ongoing staffing challenges and shifting quest expectations, I believe it's crucial to "plan for the worst but hope for the best." As a leader, I prioritise having robust contingency plans and keeping my team well-informed.
When everyone knows that solutions are in place, team morale tends to be high. Housekeeping requires us to be problem solvers 24/1, and I see the best outcomes from my team when we navigate challenges together.
Liz Lycette and Fernanda Telatin Lewis, Director of Housekeeping at The Goring Hotel
What would you like to see from hotel housekeeping in the next 1-3 years?
Over the next 1-3 years, I hope to see our wonderful community of housekeeping leaders gain the recognition we deserve. It's time for us to raise our voices and advocate for our profession. We are often underestimated and taken for granted-but what would the world look like without our dedicated cleaning staff? It's time to shout from the rooftops about the fabulous services we deliver 365 days a year and to ensure our teams are well-compensated and cared for.
I am committed to ensuring that the invaluable roles of housekeepers are acknowledged and celebrated. Together, we can advocate for a future where our contributions are recognised, respected, and impactful.
First published in the July edition of the Hotel Magazine
