Unsung Heroes: A Ritz-Carlton director of housekeeping on 60-hour work weeks, keeping rooms "surgically clean" and more
How many times have you returned to your hotel room after a day of enjoying a new travel destination (or a tiring work event), relieved to see the sheets pulled tautly across the bed and fresh new towels hanging in the bathroom that you left a mess as you rushed out the door?
Those room attendants you catch glimpses of in hotel hallways — pushing their carts as they clean from room to room — are the people making sure your home away from home is readied with all the creature comforts.
You might think of them — and the hard work they do — differently after reading how these unsung heroes work to intuit guests' needs and keep comfort at the forefront of every night's stay.
Unsung Hero: Javier Tamajon, 36, Director of Housekeeping, The Ritz-Carlton Orlando, Grande Lakes
TPG: How did you get into working in housekeeping at hotels?
Javier Tamajon: I actually got into it because of my mother, so I'm a second-generation hotelier. She's director of food and beverage for The Ritz-Carlton Key Biscayne, Miami. I started my career there as a front desk agent and worked there while studying business management. I held various positions where I was a doorman, bellman, overnight manager. Then I went into the world of housekeeping, and that's where I fell more in love with the industry.
Related: 9 things you can do to help housekeeping when you checkout
I've been in housekeeping for the last eight years now — including the past two years at this property.
TPG: What does a typical work week look like?
JT: From an operations perspective, it's making sure every single room is surgically clean for our guests that are arriving and making sure the people I'm working with are set up for success and have all the tools they need.
I usually work from 6:30 AM to 6:30 PM, so between 50 and 60 hours a week. I start the mornings with a lineup with the team so everyone knows what's going on for the day. We all gather in a room and go through our commitment to quality and talk about our service value for the day. We talk about any VIPs who might be arriving and special projects we need to do, too. Every day we are working as a team.
Related: What your hotel stay will look like in a world after coronavirus
TPG: What is your favorite part of the job?
JT: It's the people. The ladies and gentlemen I work with. We have such a huge diversity of people working here in housekeeping from different countries and they're here to give themselves a better life. They come from places like Cuba, Puerto Rico, the Dominican Republic, Jamaica, Haiti, Peru, Colombia and Venezuela. It's rewarding just working with them. One of the biggest things for me in being a leader is being a teacher and seeing people learn and grow.
Someone might start off as a room attendant, cleaning rooms and giving that special service. But it's about knowing that next step for them. I manage 100 ladies and gentlemen here and get to know every single one of them — their preferences, how they work, who their kids are — that's what I'm passionate about.
I learn a lot from them, too. I love creating new things for our guests and creating that level of service. You learn to read a room when a guest isn't there. Together, we look for what we can do extra for guests — whether that's providing extra towels for a family with kids or leaving something particular at turndown that a guest might like.
Related: Hilton hotels will now only offer housekeeping by request
TPG: What is your least favorite part of the job?
JT: Not having enough time. I'd love to give more time to the people I'm working with and to this business. But I know have my family and kids at home to take care of, too. It's about balance. Time is the best thing we can give to each other.
TPG: What's the one thing you wish more people understood about your job?
JT: I wish people know how much effort and love a room attendant puts into your room when they clean it. I know nobody is perfect and we make mistakes. The day-to-day of our room attendants is they're here to give passionate service. And if they make a mistake, we're here to make it right for the guests. One thing I love about The Ritz-Carlton philosophy is if you make a mistake it's okay — but learn how to fix it and make it right for the guest.
TPG: What's something anyone can do to be a better traveler in 2021 and beyond?
JT: Know that a "thank you" goes a long way. Where we come to work and we recognize our guests in the hallway and say "Good afternoon," just getting that same recognition back goes a long way. Just a greeting to your room attendant when you see them in the hall can really brighten someone's day.
TPG: Are there any VIP-type treatments a guest could score from you for good behavior?
JT: We try to understand what each guest is here for. They're all here for a purpose. Some people might have worked all year. Maybe it's their first vacation during the pandemic or maybe they've worked 70 or 80 hours a week. We just try to figure out what they're here for and give every guest that extra-special service.
TPG: How does working in the hospitality industry change your idea of travel, or going on vacation?
JT: I provide genuine care and comfort to everyone. I understand what it is to be behind a front desk. So if mistakes happen, I am very understanding. What's great, even when I'm traveling to other resorts, is the chance to take opportunities to benchmark and see what I can take from those experiences back to my own. I can relate to things more because I've had many different jobs in the business.
TPG: If you could go anywhere in the world on vacation, where would it be and why?
JT: Hawaii. My girls have always wanted to go there, they're 10 and 5. There's The Ritz-Carlton, Kapalua in Maui, and I've always wanted to experience that one. I want to experience Hawaii's island living. We have topical weather here in Florida, but I want to see how theirs is different.
TPG: Tell us about the best vacation you've ever taken, or the best place you've ever traveled.
JT: Bangkok was phenomenal. Just seeing the city and the culture and the different types of luxury hotels there. Just experiencing the level of service there was unbelievable — the small touches, the amenities in the rooms. I was there four years ago. The city itself is beautiful, the street food was great, the people were genuine and the pad thai was so good. When you eat pad thai in Bangkok — the spices, the way it's cooked — it just tastes so good.
TPG featured card
Rewards
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro offer
Annual Fee
Recommended Credit
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits.Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits.Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.