Good housekeeping

Susan Brougham is head housekeeper at Matfen Hall. She started her working life as a chambermaid when she was just 18.

Thirty-five years on she is still going strong, working a 40-hour week and running her own B&B and tearooms, with the help of her husband and daughter.

She arrived at Matfen Hall six weeks before it opened in 1999 and has seen it grow from a 31-bedroom to a 53-bedroom hotel – with extensive spa and leisure facilities.

Iris Buckley, Quality Edge editor, met Susan and asked her about how her job had changed and for any useful tips she could pass on...

Changes

I asked her what key changes she had seen over the years. "Changes in customer demands have been significant," says Susan. "Visitors are no longer satisfied simply with high standards. They also expect material things such as hand lotion, a face cloth, a tea tray with coffee, fruit teas and hot chocolate, biscuits, crisps and nuts... It’s a long way from the days of a teasmade!"

She adds that presentation as well as cleanliness plays a big part in creating the 'wow' factor. "Increased expectations all put pressure on time. There’s more to clean and arrange, but the allocated turn-around time for a room remains the same," says Susan. "Earlier check-ins have also added to the time pressure, so we have to have speedy systems and good organisation."

The tools of the trade and ways of working have also moved with the times, as Susan points out: "We use 'mod cons' such as carpet cleaners, steam cleaners and a backpack hoover (to clean the high curtains). We don’t use polish as it attracts dust – damp dusting is the thing. Health and safety regulations have also necessitated change, for example, cleaning products must be colour-coded and room attendants use six different clean cloths daily."

Highlights

When asked about the highlights during her time at Matfen Hall, she says: "The opening of the new rooms in 200 was very exciting and I always enjoy putting up the Christmas decorations and advising the restaurant on festive table decorations. I am also heartened by the fact that when we first opened it was very difficult to recruit and we had high levels of staff turnover, but as the hotel has gained a good reputation with both visitors and as an employer, it is now very easy to find reliable staff."

She concludes "It’s the little things that all add up to make something really special for the perfect stay. Whatever comes up, all the team chips in to help. After all, why are we here? The guests come first." matfenhall.com

Little secrets

Matfen Hall recently won Large Hotel of the Year at the Enjoy England Excellence Awards and the high standard of housekeeping was given a special mention. I asked Susan for some of her tips:If a guest leaves their toothbrush behind, never throw it away – save it to clean awkward places Use a clean glass cloth or kitchen roll without any products on mirrors Use grout cleaner with care between tiles Steam clean public toilets regularly Clean public areas at night to avoid any inconvenience to guests Always be on the lookout for new ideas to introduce into rooms.