While spending a week at the five-star, 453-key Halekulani in Honolulu, Hawaii, we found time to interview several senior staffers. This is one of those interviews, and a very important one given the housekeeping department’s other name the ‘heart of the house.’ Without room attendants, you don’t have a hotel. Period.
Hence, the role of the executive housekeeper is mission-critical in terms of leading the team that will represent the core engine for the hotel’s guestrooms. We met with Audrey Goh, Executive Housekeeper at Halekulani, on a Sunday morning. She has been in this position with the property since 1991, and before that, working in a similar position for the opening team at Regent Hongkong, Mandarin Singapore, Grand Kempinski in Dallas, and Bel-Aire Hotel in Los Angeles.
It was a rare opportunity to chat in a relaxed setting, squirreled away in the corner of a closed lounge area. This did not stop a similarly casual (off-duty) member of her team enjoying Brunch from coming by and introducing Audrey to his visiting two-year-old granddaughter. It was clear to us that something special was going on. After all, this was a Sunday morning.
Audrey stands maybe 5’ but packs a punch far above her stature. Previously, we interviewed several of her 160-plus team of housekeepers and were anticipating someone who commanded a room just by her presence. Instead, Audrey was gracious, passionate, humble, caring, and unassuming. Her presence immediately warmed us. Here’s what she had to say about what makes for a great housekeeping department at a luxury hotel.
Audrey, how is business?
I’m pleased with our team’s performance. We continuously monitor performance, noting any guest service or property issues. Housekeepers are the leading edge of the service team. We are closest to the guests, like our family/’ohana’ and take this role seriously.
Let’s dig in. How have things changed since the pandemic?
The pandemic resulted in the loss of 50 team members. Many retired, others felt uncomfortable working in housekeeping, and some moved to other professions. This prompted us to broaden our search for replacements in some unique ways.
Explain.
Changing bed linens and cleaning is hard work. How do you inspire your team to deliver?
We are a family. We all work together and share in our successes and, in fact, our lives. Because of this familial bond, we understand and empathize with each other. We reinforce our work as the most essential part of the hotel’s success. We report reviews that reinforce our results. Often, I am the cheerleader and congratulate our team for dealing with issues intimate to our guests most confidentially and professionally.
Halekulani has been a luxury property longer than any other hotel in Honolulu. Now, others share this premier status. Does this mean working at Halekulani has lost some of its lustre?
We are proud that other hotels strive for the same perfection level in guest service. If we can learn from them, we certainly will. There is a cadre amongst the housekeeping fraternity. They all know someone who works on another property and what goes on in all of them. There are no secrets among housekeepers!
How does this knowledge of other hotels’ activities affect wages?
Let’s face it. If Hotel A has higher hourly rates than us, I will hear about it quickly. Our wage rates are tight with competitive properties. We rarely lose a team member because of wages. Our close-knit family is such that we monitor and respond as necessary. I won’t detail specifics here, but wage rates are tracked continuously.
Do you ever tire of your job? Have you ever considered retiring?
Let me re-phrase your question: Can a mother retire from her family? The JOY of work is to be able to see the teams be successful in not only their career but also that of their children. Our Housekeepers work hard, most have two jobs to support their family and see the fruition of their overall success. Every day is a new day for all of us!
Questions and Answers From This Article
Why is housekeeping often called the “heart of the house” in hotels?
Housekeeping is called the “heart of the house” because it keeps the entire operation running smoothly — ensuring that guest rooms are spotless, safe, and welcoming. Without room attendants, a hotel cannot function, regardless of how beautiful or well-managed it may be. This department not only maintains cleanliness but also directly impacts guest satisfaction and brand reputation, making it a cornerstone of hospitality excellence.
How can hotels maintain staff morale and service quality despite the challenges of demanding work?
Hotels like Halekulani foster a family-like culture where employees feel valued, supported, and celebrated for their efforts. Leaders such as Executive Housekeeper Audrey Goh emphasize empathy, teamwork, and recognition, which help transform a physically demanding job into a shared mission. When team members feel emotionally connected and appreciated, they naturally deliver service with pride and consistency.
What lessons can other industries learn from how luxury hotels build loyalty and retain staff?
Luxury hotels prioritize people before process — focusing on respect, communication, and development opportunities. Even with competitive wages, what truly drives retention is belonging: feeling part of something larger, like Halekulani’s ‘ohana’ (family). This human-centered leadership approach, where care and mentorship are genuine, builds long-term loyalty and performance across any industry.