In the latest instalment of our meet the team series, we chat with Ann Odia, our Site Manager at The Langham to gain insight into what it takes to be a team manager, the working environment at Act-Clean and the key to building long-lasting relationships with clients.
How long have you been working with Act-Clean?
I’ve been with Act-Clean for over 12 years now, I progressed from my first role as a Cleaner, before being promoted to a Supervisor and subsequently taking on my current role as Site Manager. Act-Clean has been supportive in helping me grow and develop my skills, affording me the opportunity to take on new challenges and to become a better employee. I’ve been working as Site Manager at The Langham since 2017.
What training did you receive when you moved from Supervisor to Manager at The Langham?
I was given on-the-job training: I had a handover from my predecessor explaining and showing me the processes in place, so that really helped. The main changes to my role were to manage more people and more roles: I started to oversee the team including the Supervisors. Reporting and creating a strong relationship with my client continued to be just as important, possibly more so to understand my client’s needs. It definitely challenged me at the beginning because I was handling a new manager role, managing a bigger team and the entire site operations but I’m pleased, with time, things fell into place.
When you have new team members starting with the team, how do you help them to succeed?
For new cleaners, I show them the site, ensure they are in the correct uniforms, and safety shoes and always wear their PPE, take them through all the risk assessments and method statements. Although they have done all our online training, it’s so important to connect the training with the practical, so I train them on how to carry out the various cleaning procedures correctly, use of machinery, chemicals, and other cleaning materials.
Most importantly to make sure that our team are safe at all times, and that we are always looking after our clients premises, equipment and guests.
What advice would you give to a new cleaner?
My advice to new cleaners is to always listen to instructions, and adhere to them of course. To be honest. And to be committed to their job and deliver their duties professionally.
What do you like most about The Langham?
I like that it feels like we are one team with the Langham, – because the environment that has been cultivated here is very welcoming. Whether you’re an employee or guest, it feels like a privilege to be in such a highly regarded institution. You can sense a real pride and enjoyment from the team members working here, and that is something we feel each and every day too. There is no distinction about us working for Act-Clean or for The Langham – we are all treated like valued colleagues.
What do you do if a problem occurs?
First I understand what has happened, to understand the facts. Then it’s important to resolve efficiently. We’re very fortunate that our Act-Clean team help each other, so if a problem arises, we can rely on support from others to help overcome the issue quickly. We work as a team.
What do you think helps build great relationships with clients?
Reliability is key. And honesty. We’ve forged long-lasting relationships with our clients by ensuring that we’re always available. We want the client to know that they can depend on us to carry out tasks with accuracy and with a smile on our face!
What do you enjoy most about your job?
In the day-to-day, simply making our clients happy and receiving their praise is fulfilling. That’s why we’re here, to deliver high quality service. I also really enjoy guiding the team and helping others who are either starting out or who have ambition to expand their skillset.
