Maid of honour

I live only 10 minutes or so from the hotel, but I always drive to work, as I don't finish until 8pm or 9pm and don't want to be walking home then.

On arriving, at about 8.30am, I consult my list of things to do and start making some of the many phone calls on it. I then check the meetings to be attended that day.

Many meetings recently have revolved around the new uniforms the hotel is introducing - and it is the housekeeping department that is implementing them. I don't wear a uniform, but all the other 120 staff in the department do. The maids, who currently wear dresses, are going to move to trousers and tunic tops in purple, lilac and yellow. This is an innovation, as hotels are generally very conservative about uniforms, but trousers are far more practical and comfortable to wear. The floor housekeepers will be able to choose from a selection of trousers, dresses and jackets.

I'm involved in all areas of housekeeping for the new extension, including the new equipment that needs to be in place, the technology that will operate between ourselves and reception, and in controlling stocks in the linen and uniform rooms. I also have an input into the design of the building.

Lunch can be any time from 1pm to 2.30pm, but I rarely have time to go into the canteen. I usually grab a sandwich and a Coke and continue working at my desk.

Once a month I hold a meeting with my management team and spend several hours checking every aspect of running the department, including training, staffing and contract cleaning. One of my most difficult jobs as executive housekeeper is keeping staff motivated and interested. I run the largest department in the hotel, but it is not glamorous, unlike reception or other areas. We are in the process of introducing a bonus scheme - called "housekeeping heroes" - thought up by our training housekeeper. Maids who achieve more than 90% of their target will receive a housekeeping hero bond of £2.50. Once they reach £25, they can be exchanged for vouchers at a high-street store.

Our maids are provided by a company in Spain, with whom we have a contract. They spend a minimum of six months in the position, cleaning about 15 rooms a day. Some are then promoted to become porters and housekeepers.

Occasionally, we have to deal with guest problems. The most common complaint is laundry - it has either been delivered to the wrong room or has been damaged.

I'm very much into empowerment - my staff deal with most problems and have the right to offer a bottle of wine, chocolate or flowers to a guest to placate a situation. I get brought in on the rare occasion when staff aren't too sure what to do.

The next 18 months are going to be stressful. My £2m annual budget and staffing levels are set to increase with the extension, but I absolutely love my job. I never get bored - there's always another challenge, another problem to resolve. You've got to think on your feet and mustn't panic outwardly, although sometimes I may do underneath.

I couldn't do it, though, without a great team behind me. I'm a believer in developing people - my deputy and assistants have all come through the ranks.

I'm chairman of the hotel's social committee and our main activity is organising a fun day in July for the 400 staff here and their families and those from the other London Hilton hotels. We also run five-a-side football tournaments and hold a dinner-dance each year. It's a thankless task, but in the end I find it worthwhile when I see staff enjoying themselves.

I leave the hotel between 8pm and 9pm. I'm also chairman of the London Association of Housekeepers, and most of our meetings are held in the evenings. The main issues we have to tackle are ongoing: staffing shortages, and the fact that a lot of housekeepers are not recognised as senior managers. Luckily, I've got a general manager, George Westwell, who is very supportive of housekeepers.

I belong to a gym, but I never get there, although I know it is important to keep fit to be able to keep on top of everything. But I've also got a husband and like to go home and see him sometimes as well.