CMM spoke with Margaret Walker-Shaw, director of housekeeping, environmental services (EVS), and uniform control at the Bellagio in Las Vegas, about her career advancement from a housekeeper to a trainer.
How long have you been working in environmental services (EVS)?
Margaret Walker-Shaw: I have been working in the housekeeping industry for more than 40 years and have been at the Bellagio for 1 ½ years.
What sparked your interest in the cleaning industry?
Walker-Shaw: My introduction to the field of housekeeping was sparked by needing to provide for my child as a single parent. I had joined a luxury hotel in Chicago as a guest room attendant. I thought as soon as I found another job I’d change industries. In the meantime, I underwent training through the buddy system. The experience terrified me because at the end of the training I
didn’t feel prepared. There were no manuals, no instructions. The woman who trained me told me I didn’t have to change the sheets every day, just brush away the hair. And she told me I didn’t have to fill the tub with water to clean it, just shine the top. So, I decided to stay in the industry, learn the jobs, and become a trainer so workers would have a better experience than I had.
What do you find most rewarding about your career?
Walker-Shaw: I am proud that I have been instrumental in the opening of 60 hotels in 42 countries, providing training to staff working in housekeeping, EVS, and uniform services. Using my management style of providing firm, fair, and factual training, I was able develop my leadership skills while preparing my trainees for their careers. I created housekeeping manuals that followed industry standards and outlined procedures, from making the beds and cleaning the floors to shampooing the carpets.
What do you find the most difficult or the most challenging about your job?
Walker-Shaw: I find it most challenging to convince individuals to invest in a housekeeping career. It’s hard work and that will never change. However, it can be very rewarding to realize that
you have the power to provide hotel guests with the warm, fuzzy feeling of a home away from home.
What are the biggest misconceptions people believe about the cleaning industry and its workers?
Walker-Shaw: Many people believe that the housekeeping/cleaning industry is not respected, that there is no serious recognition given to its workers, and that the pay does not match the work. This could be true in some facilities. However, if your leader has the proper data regarding these issues, and offers opportunities for advancement along with the proper training, these issues can be resolved.
What advice would you give to people looking to enter the cleaning/housekeeping industry?
Walker-Shaw: If you are entering the field with the intent to remain in it, education will make all the difference. My advice would be to seek the proper training and learn the proper methods of cleaning and disinfecting. Set realistic goals for your growth and find a mentor to assist you with your goals and timelines. These strategies will help you stay focused and advance in the cleaning/housekeeping industry.
