Interview with Head Housekeeper, Rachel Scott

By May 7th, 2019News

In our latest blog highlighting our fantastic team at Hart’s, we interview Rachel Scott, Head Housekeeper.

When did you start working at Hart’s?

I first joined the hotel as a chamber maid when it opened in 2003 and stayed for two years. I worked alongside my mum who at the time was the Deputy Housekeeper. I left to work as a carer for eight years and in August 2012 my mum was promoted to Head Housekeeper and I was recruited to join her as Deputy Housekeeper. In 2016, I was promoted to Head Housekeeper as mum retired at the age of 67 having worked at Hart’s for 13 years.

What do you like best about working here?

Everyone in the team pushes each other to be the best they can and to help make the guest experience special. Hart’s is a positive and friendly environment to work, the feeling of family and belonging is important, it’s an ethos my mum helped to create at Hart’s which I am proud to continue.

We are like a small family! My 19-year-old daughter Abbey-May also works here. She started at 16 just helping to strip the beds and bag the linen to help us out as it’s a very labour-intensive job. She is now fully trained and works full-time. My mother-in-law also used to work at Hart’s as a cleaner many years ago. We all enjoy working for Tim Hart and are rewarded for our commitment and delivering excellence in what we do and making every guest experience special.

We have impeccable pedigree as our sister hotel is Hambleton Hall in Rutland and we have long been the highest rated hotel in Nottingham, something we are very proud off and continue to work tirelessly to maintain.

What sort of manager are you?

I always lead by example and my team are encouraged and supported to provide cohesion and consistency. I ensure we not only work together, but also have breaks together, to further foster the feeling of “family”; we all support each other.

Do you consider the impact to the environment?

Our attention to detail is paramount, you’ll find the rooms are all spotless which is why we are proud to receive an AA Silver 4-star Award. Our laundry is all taken to Hambleton Hall and they use eco-friendly products to respect the environment. All the cleaning products chosen are also eco-friendly but are also kinder to the staff using them.

Are there any funny stories you wish to share?

I’m sure there are but we are a discreet and professional team, but we do find ourselves in embarrassing situations!

Any funny requests?

Not really, only the normal such as twin beds, additional beds, coffee machine, extra pillows and little extras such as wine, flowers etc. We even had to make up a bed on the floor for a regular guest who had back pain.

Where would we find you when you are not at work?

You’ll find me at home with the family, in my PJs or shopping for Hart’s! You will often find me purchasing items for the minibars if we have run low. I do get embarrassed at times; the shop assistants must think chocolate and crisps are all I eat!

What does your typical day at Hart’s involve?

6.30am                 I arrive and print off a report to review the days arrivals and departures. I then place all the linen outside of the rooms for those that need changing.

8am                       The team arrive for a hot drink and we sit and plan the day ahead

9am                       Hambleton laundry vehicle arrives with fresh linen which needs unloading and dirty laundry returning

10am                     I meet with the general manager and other heads of department to discuss the day ahead, any VIPs, review any complaints etc…

11am                     We take a 30-minute break and have the opportunity to enjoy staff food prepared by the chefs

2pm                       We are normally finished around this time to allow for check-ins

What is your most memorable moment at Hart’s?

When my mum Sylvia Franks won the Unsung Hero Award at the 2013 Nottingham Stars event when she was Head Housekeeper. This award made her, and the team feel incredibly proud.

To find out more about Hart’s Hotel, please call 0115 988 1900 or email [email protected]

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