Hotel Cateys 2024: Housekeeper of the Year – Margaret Dickson, the Caledonian Edinburgh

This year’s Housekeeper of the Year, Margaret Dickson, manages 60 members of the housekeeping team and is responsible for overseeing a demanding schedule, particularly when the property was rebranded from Waldorf Astoria to Curio Collection by Hilton earlier this year.

Dickson ensured that complications related to the refurbishment have not overwhelmed her team and that they were equipped with the resources they need to best fulfil their roles.

Rooms division manager Frank De Kruijf said: “She demonstrates an exceptional in-depth knowledge of not only the hotel, but also the wider industry, keeping herself and the department up to date with new and innovative initiatives to continue delivering outstanding results through improvement in efficiency and effectiveness.”

Guest feedback scores have remained consistently high, even during the renovation, a credit to her attention to detail, with those from STAY (Guest Satisfaction Surveys) were at 91.5%.

Above and beyond adhering to brand standards, she and her team embody the values of connection, curation and care daily. Her implementation of process improvements has increased operational efficiency without compromising quality. She understands that the team is the backbone of the housekeeping department and works tirelessly to create an inclusive, positive and supportive work environment.

In previous years, the Caledonian worked with a contractor to support its internal housekeeping team, but in recent months Dickson has brought the entire department in-house and all housekeeping duties are now
maintained within the hotel and under Dickson’s direction.

This move has been largely down to her and the way she has made the Caledonian a great place to work, such as instigating flexible working hours so team members can balance home commitments and work more easily. She has also led sustainability initiatives at the hotel, including eliminating single-use plastic bottles for guest amenities and instead introducing large refillable bottles, recycling soap bars via Clean the World and the removal of single-use paper towels from all public areas.

The energy and passion that Dickson has for the job and her team is truly one of a kind and ensures that there can be no more worthy a winner of the Housekeeper of the Year title.

What the judges said

“Dickson’s leadership style is characterised by inclusivity, kindness and a nurturing approach. Her passion for housekeeping is clearly evident, and her performance is exemplary due to her genuine concern for her team’s development, with a strong emphasis on staff retention.”

Fernanda Lewis

“Margaret exemplifies exceptional passion, inspiring leadership and innovative spirit. She not only drives excellence through her work but also uplifts and mentors her team, setting a remarkable example of what true leadership looks like.”

Gosia Oszkiel