When Douglas Boakye first joined Act-Clean ten years ago as a cleaner, he couldn’t have predicted how far the journey would take him. Promotions followed, from cleaner to supervisor, to becoming Site Manager at the Mandarin Oriental Hyde Park and then at The Ned, two of London’s busiest, most prestigious hotels.
Now, Douglas is stepping into a new chapter with his recent promotion to Night Operations Manager.
“This time,” he says, “I will mentor and develop others, lead and inspire the team, and make a positive impact for the company.”
A decade of growth
Douglas’s path hasn’t been linear, the pandemic brought an unexpected pause, but when he returned to Act-Clean a couple of years ago, he returned with renewed purpose. And looking back, the milestone he’s most proud of isn’t actually his own progression, but someone else’s.
“I mentored one of our staff,” he says. “When I started, Rebecca was a Cleaner, I promoted her to be Team Leader, then she became a Supervisor, and I trained her. Now, she’s a Site Manager at The Standard Hotel, and she’s doing such a great job there.” He smiles.
“Seeing people grow… that’s what I find most satisfying about my job.”
Leading with clarity and care
Douglas’s leadership at The Ned has been rooted in communication, consistency and a real empathy for his people.
“Maintaining high standards and motivating a team every day involves clear communication and constant feedback,” he explains. “It takes leading by example, and it takes recognising and appreciating the effort of the team.”
After briefings, he makes time to speak with people one-on-one. “I go to each individual,” he says. “I ask them their challenges, and I try to help them, to motivate them.” Creating a space where people feel heard is central to his approach: “An environment where the team can ask questions and give feedback without fear, that’s important.”
Precision in the details
Small touches shape guest experience, and Douglas has trained his team to notice them at the iconic, The Ned.
“Lampshades straight, cushions well-placed, furniture organised,” he says. “Little things like that matter.”
That precision becomes even more essential on New Year’s Eve at The Ned, one of the most demanding nights of the year. Douglas arrives an hour early, walks the floor with supervisors, and plans the reset minute by minute.
“As soon as the setup team have finished de-rigging the decorations, the team rush through and we do the job,” he says. “We have only a few hours to make the place ready for the next day.”
Partnership with the client
Douglas is proud of the strong relationship he has built with The Ned’s team.
“I’ve built an excellent dynamic by addressing their feedback constantly,” he explains.
“Keeping them in the loop when changes and improvements are made, that builds trust.”
He works closely with Atanas, the night supervisor. “He’s the person I communicate with most,” Douglas adds. “We work very well together.”
Looking ahead
As he steps into his new role, Douglas’s focus is clear: he wants to help others grow, just as he has.
“What excites me most about the future is mentoring and developing teams, company expansion, and learning,” he says.
Mark Golding, Head of Operations said of Douglas’ promotion:
“Douglas has consistently demonstrated the qualities we value most at Act-Clean: integrity, attention to detail, and a genuine dedication to people. His progression from cleaner to Night Operations Manager reflects not only his capability, but his character. We’re delighted to recognise his achievements and excited for the impact he’ll continue to make across the business.”
— Mark Golding, Operations Manager, Act-Clean
His journey, from cleaner to operational leader, reflects Act-Clean’s belief in nurturing people and creating opportunity. And now, Douglas is ready to guide the next wave of talent along that very same path.