A tale of personal and professional growth in the heart of hospitality 

At first glance, some jobs may seem simple and repetitive, but they are in fact an extraordinarily complex blend of precision, sensitivity and care. This is particularly true in the world of housekeeping, where every gesture helps to transform a room into a space of pure well-being and harmony.

Viola, second housekeeper at the Hotel Tritone, has been working in this field for over twenty years. She joined us to share her story, which started from a chance decision and has led her along a path of personal and professional growth. Today, she is respected and appreciated by colleagues and guests alike.

Viola, when did you start working at the Hotel Tritone and how did you reach the role of second housekeeper?

I started on 5 May 2004 because I needed a job. I had never worked in this field before, and I started from scratch: a colleague accompanied me for a week, and then I was able to work independently. Over the years, thanks to my dedication, I was able to work alongside the previous housekeeper, replacing her in certain areas and taking care of the Christmas and Easter decorations. Today, I also do the flower arrangements and work more directly with the head housekeeper.

How would you describe your job to someone who is not familiar with housekeeping?

Many people think that housekeeping is a simple cleaning job, but there is much more to it. We make guests’ holidays more enjoyable, and we help them feel at home. This job has also changed me personally: I have become more sociable and more confident.

What are your most important daily responsibilities to ensure a flawless stay?

Cleanliness is a given, but it is not enough. Guests expect an extra touch; a little pampering that makes all the difference. We record all of their needs and request on our tablet when they arrive, which helps us to accommodate them during their stay and whenever they return. This step creates a sense of trust and care that goes beyond simple room management.

How do you organise and motivate the team of maids that work the floors?

With the head housekeeper, we prepare a work plan every day that we share with the group, so everyone knows their responsibilities in advance. Each maid has an assigned floor. To motivate them, I always take care to recognise their commitment: when someone does a good job, I point it out, because knowing that they are appreciated encourages them and energises the whole team. At the same time, when there is a mistake, we handle it together in a constructive spirit. The aim is to create a calm and collaborative environment.

What is your biggest challenge and what aspect brings you the most satisfaction?

The biggest challenge is creating a united team, because each of us has our own life and difficulties. Unity requires listening and understanding. I draw my satisfaction from the guests: for example, a customer once left me a lovely note thanking me for making her holiday better, and I have held on to it. Another time, a gentleman entering his room said to me: “I never pay compliments, but this time I can’t help myself. Just ask my wife.” Those moments make it all worthwhile.

In a luxury hotel, what are the most important details?

The bed is the heart of each room: it must be impeccable. The towels should also be perfectly folded, and the bedside lamps completely straight: every little detail must be just so. These details convey our care and professionalism.

What lessons have you carried with you from your work into your private life?

Working at the Tritone has made me stronger and more organised. At home, I am the one who makes decisions and solves problems, because I feel more confident. This job has really changed me, helping me to grow and improve. Additionally, I have seen the hotel grow from 4 to 5 stars: I am very proud to have been part of this evolution. I really feel like an integral part of Hotel Tritone, and I am grateful to have played a role in all these changes, working alongside my team.