Crow Wood's Paula is AA Housekeeper of the Year

Crow Wood Hotel & Spa in Burnley is no stranger to awards and on Monday 23 September their Executive Head Housekeeper, Paula Seddon from Blackburn, picked up the prestigious AA Hospitality Award for House Keeper of the Year 2024.

her commitment has driven high standards through training and team development. The well-being of her team is at the core of operations, from promoting flexible working patterns and creating personal development plans, to organising social events.” The AA Hospitality Awards

“I was runner up for this particular award back in 2010 and it has taken me this long to go for this again” said Paula, adding “I was absolutely thrilled to win the award, never for one second did I think I was going to get it.”

Background and Training

All modesty aside Paula has proved her value and deserves this recognition, after 40 years in the industry working for some of the most notable and recognisable hotel brands.  She began her training in housekeeping and catering at Accrington and Rossendale College and on completing her training in September1984, she headed for the bright lights of London where she got a job as a trainee housekeeper, for the then Belgravia Sheraton (now The Hari). Her natural aptitude for the job meant that after 12 months she was promoted to a floor housekeeper before moving on to work for Trust House Forte at The Waldorf Hotel.

A large hotel, with over 350 rooms, The Waldorf Hotel was a new challenge for Paula but after just a few months, she gained promotion to Housekeeping Co-ordinator, where she spent a couple of years before being promoted to her first role as Head Housekeeper at The Post House in Hampstead.  However, it was when she was later working for Stakis Hotels, after a trip home, that she met her future husband and left London and the South East, for a return to Lancashire.

Back home she began what was to be an almost 25-year stint at Michelin-starred Northcote, one of the county’s most highly acclaimed and luxurious places to stay.

“I worked at Northcote from November 1995, during my time there the rooms increased, firstly 4 rooms in the main hotel and later the lodge which was the epitome of luxury.”

“My time there was a great learning experience, during which we were awarded 4 rosettes for Lisa’s  (Goodwin-Allen’s) amazing food and 4 red stars meaning we were an inspector’s choice hotel.  Then in 2016 Northcote was awarded hotel of the year by the AA, and I was lucky enough to visit Grosvenor House with some of the team to receive the award.”

Current Role

In 2019 Paula began her current role at Crow Wood, joining as the new hotel was just months from opening.  She was instrumental in putting the hotel together, ready for opening that October and explained “My role initially was Head Housekeeper for the hotel but I have since gained responsibility for the housekeeping throughout the site. I am aided by Angela Kelly as Head Housekeeper at the hotel and Liz Jamieson, Housekeeping Manager at the Spa and leisure areas.”

A day in the life of a Housekeeper

The role of Housekeeper is one that like the proverbial swan, glides effortlessly around the hotel, while working furiously behind the scenes to ensure everything is perfect for the guests.  Paula’s day normally begins with “a walk around the site and then a catch up with Angela and Liz . After our daily ‘10 at 10’ where all HOD’s quickly run through the business of the day and discuss any issues from the previous day, I catch up on any admin that needs doing and then spot check areas such as bedrooms or any public areas throughout the site.”

Adding “There are approximately 60 in the team ranging from housekeeping managers, supervisors, housekeepers and public area cleaners. It takes a lot of staff to keep Crow Wood Hotel and Spa Resort looking pristine!”

On awarding Paula, the AA Hospitality Awards drew attention to her current role at Crow Wood saying “During this time her commitment has driven high standards through training and team development. The well-being of her team is at the core of operations, from promoting flexible working patterns and creating personal development plans, to organising social events.”

Advice to new recruits to hospitality

When asked what skills and qualities are required of a Housekeeper Paula said “Attention to detail, a kind and caring personality, the ability to listen and sometimes achieve the impossible, as you have to be prepared for all kinds of requests from guests.”

She adds some advice for those considering or due to start a role in the hotel and hospitality sector “Work hard, listen to guidance, and enjoy the ride. Hospitality is a great industry for quick progression and with the right amount of hard work you can go anywhere.”

Wise words indeed from the AA’s Housekeeper of the Year 2024.

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Paula is an active committee member of the United Kingdom Housekeeper’s Association.