Behind the scenes: Choice Hotels Canada staff share their housekeeping journeys

Mercedes Brummell, housekeeping supervisor, Quality Inn & Suites in Petawawa, Ont.

Mercedes Brummell began her career as a housekeeper before working her way up to housekeeping supervisor at the Quality Inn & Suites in Petawawa. In her current role, Brummell rotates between housekeeping, laundry, and supervisory shifts.

Brummell speaks English, though she has long wanted to learn French to better assist guests. She has spent two years in housekeeping at the Quality Inn & Suites, a time she describes as both enjoyable and rewarding.

Brummell says the best part of her job is working with an incredible team. “Everyone works hard to get the jobs completed, and all departments are always willing to jump in wherever needed. This is by far the best team and place of employment I've had,” she says. Over time, she has also built meaningful relationships with returning guests, many of whom consider the hotel a second home.

While Brummell loves her work, she admits there are tasks she likes less. Cleaning drains, she says, is the most unpleasant! The nature of housekeeping also comes with unusual discoveries. Brummell recalls guests stuffing fake cash all over a room, dentures forgotten behind, and a pizza box hidden in a drawer.

For Brummell, her proudest moment came when she was recognized for a full year of maintaining perfectly clean rooms. She credits her bosses and team for supporting her, as well as her own dedication and determination. “Every day I use all my knowledge and apply it towards training staff and giving the guests a top-notch experience,” says Brummell.

To succeed in the role, Brummell stresses the importance of hard work, communication, thoroughness, and passion. She believes in putting herself in the guests’ shoes to deliver a higher level of service.

While she says the role itself has not changed significantly, Brummell notes that demand has increased sharply in the past year as the business has grown. Retaining new staff has become more difficult, as the work is fast-paced and physically demanding.

She feels fortunate to work alongside many loyal and hardworking team members.

Brummell credits her growth to the women who trained her early on. “They saw something in me I wasn’t sure I saw in myself, inspiring me to strive for excellence in my job,” she recalls. Their patience, kindness, and expertise left a lasting impact, shaping her into the supervisor and person she is today.

Patricia Giroux-Jackson, housekeeper, Quality Inn & Suites in Val-d’Or, Que.

With five years of experience in housekeeping and two years at her current property, Patricia Giroux-Jackson has built a reputation for efficiency and dedication at the Quality Inn & Suites Val-d’Or, Quebec.

Giroux-Jackson speaks French, English, and a few words of Cree. She says what motivates her most is recognition and appreciation: “What I like is that I have always wanted to make my bosses proud of me. I appreciate being thanked for my good work and like to find ways to be more efficient. That's what I find here at the Quality Inn & Suites in Val-d'Or.”

Although there are no tasks that Giroux-Jackson says she outright dislikes, she says picking up half-full cans of beer is particularly problematic, as it slows down efficiency.

Unusual experiences come with the territory. Giroux-Jackson recalls guests sticking objects, including sanitary napkins, over appliance lights, and a guest who jokingly shaped bedding into a figure under the duvet.

A career highlight came during the hotel’s full renovation. Working evening shifts, Giroux-Jackson and her colleagues transformed freshly renovated but dusty rooms into clean, welcoming spaces. In just six weeks, they refurbished 82 rooms.

For Giroux-Jackson, patience, attention to detail, and resilience are key to success. “Sometimes you start the day by looking at the number of rooms to clean and you can be scared, but in the end, with a good working method, it is done well,” she says.

Compared with the start of her career, Giroux-Jackson notes that teamwork has improved. “When I started in housekeeping, the labour shortage was more intense, and it was really difficult.”

She credits her father as her greatest inspiration. “He started at the bottom of the ladder and was able to climb the ladder thanks to his good work. Like him, I want to advance my career.”

Nenita Ruaya, housekeeper, laundry attendant and breakfast attendant, Comfort Inn in Gander, NFLD

Nenita Ruaya is originally from the Philippines and has worked at the Comfort Inn in Gander for three years. Ruaya works across three departments: housekeeping, laundry, and breakfast service. She speaks English and Tagalog.

Ruaya says her favourite part of cleaning is making beds, a task at which she excels. Her general manager notes, “Nenita’s beds are so well made…almost perfect!”

She dislikes only one aspect of her work: cleaning heavily soiled washrooms. Over the years, Ruaya has also found strange items in guest rooms, including underwear left in beds.

Despite these challenges, Ruaya says she loves her job and feels appreciated by management. She especially values the thank-you notes left by guests. “I think guest satisfaction is key, and I love it when there are no complaints,” she says.

Ruaya believes her confidence in speaking with guests and colleagues has made her successful. She draws her greatest inspiration from her family. “They remind me why I work so hard so that I can give them a better life. I always want to make them proud.”

Her general manager praises her dedication and attitude: “She comes to work with a smile and her trademark red lipstick each and every day. Never a complaint, never an issue. She is here to please the guests and takes it very seriously. And she works in three departments. She is very versatile!”