In Mairead Gleeson’s wonderfully varied career, from boutique hotels and private members’ clubs to now running one of London’s most ambitious hospitality operations, devil has always been in the detail – it’s what makes partnerships with Act-Clean so essential. Having held senior roles across Soho House and The Pig Hotels Mairead is now working as Hotel Director at The Ned City of London: the sprawling Grade I-listed building that houses the Ned’s Club, a private member’s space, gym and rooftop, alongside a public spa, ten restaurants and bars,and 248 hotel bed-rooms. A hospitality destination that has become one of the capital’s most iconic spaces.
In this interview, Gleeson reflects on what it takes to run one of London’s busiest luxury hotels and the power of an authentic partnership.
You’ve had such a varied career across hospitality. What drew you to The Ned?
For Gleeson, The Ned brought together every part of her hospitality background.
“I’d admired The Ned for years from the sidelines and Gareth Banner, our Managing Director, for a long time. I was actually General Manager at Shoreditch House when The Ned opened, so I was literally watching this beautiful building become a hotel from East London.”
Having worked across boutique hotels, food halls and private members’ clubs, she felt the role felt like a natural progression.
“When the opportunity came up, it felt like a natural culmination of everything I’d done before. I’ve worked across boutique hotels, food halls and private members’ clubs, and The Ned really brought all of those experiences together under one roof. It’s one of the largest-scale businesses I’ve ever run, which is incredibly exciting.”
What does a typical day look like for you?
Day-to-day focus tends to be split between operational detail and overall guest experience.
“No two days are ever the same at The Ned. There are always surprises, which keeps it interesting!”
A big part of the role involves maintaining standards across the building, while also supporting the teams behind these standards.
“Gareth has always described Act-Clean as an extension of our own team, and I think that’s exactly right. No matter what time you call, someone picks up the phone. They genuinely care, and that level of support is priceless.”
“Much of my day is centred around the guest and member journey- all of those touchpoints throughout the building. That can mean operational check-ins with our security or housekeeping teams, making sure the character and standards of the bedrooms are exactly where they need to be.”
But alongside the operational role, she says the role is ultimately about people.
“Fundamentally, it’s about supporting our teams and ensuring every guest has a wonderful experience while they’re with us.”
The Ned is such a vast and iconic venue. How important is cleanliness and presentation to creating the right impression?
“For me, it’s all about setting the tone and never being complacent.”
At a property with multiple restaurants, event spaces and 248 bedrooms, consistency is everything.
“When you have a building of this size, those details and touchpoints matter enormously. Guests notice them straight way.”
When standards fall short, she says the impact is immediate. “If guests walk through the door and see that the standards are being upheld, everything else tends to flow naturally. But if the cleanliness and presentation aren’t there from the outset, it can have a knock-on effect on the entire guest and member experience.”
What are the benefits of outsourcing part of the cleaning operation?
For Gleeson, outsourcing only works when there is complete trust and alignment between both teams.
“Whenever you outsource something, there’s always a risk that the external company won’t truly understand your concept or the level of detail you expect.”
But that sense of shared standards and consistency is what has truly set Act-Clean apart.
“Finding a business like Act-Clean: one you genuinely trust and who understands the importance of consistency, is incredibly valuable. There aren’t many external companies you can truly describe as an extension of your own team, but Act-Clean absolutely feels like that.”
How would you describe the Act-Clean team?
“If I had to sum Act-Clean up in a few words, I’d say they are responsible, accountable and highly diligent.”
Much of that consistency, she says, comes from the management team behind the scenes.
“Whenever you outsource something, there’s always a risk that the external company won’t truly understand your concept or the level of detail you expect…. not so with Act-Clean”.
“No matter what time you call, someone picks up the phone. They genuinely care, and that level of support is priceless.”
Ultimately, she says it’s that consistency and reliability which define Act-Clean’s reputation.
“Gareth has always described Act-Clean as an extension of our own team, and I think that’s exactly right. You can call Mark, Gillian, Bronwyn or any of the team at any time of day and they’ll answer the phone. That level of service is exceptional.”
Is there a moment where their support has particularly stood out?
At The Ned, New Year’s Eve is one of the biggest nights of the year, with the venue hosting its annual Black Tie Blowout.
“Everyone dresses up, lets their hair down and, understandably, there are many bottles of champagne involved. The party finishes at two or three in the morning, and by that point the building has definitely seen the effects of the evening. That’s when the real challenge for the Act-Cleam team begins: turning around a property of this size in just a few hours so we can welcome guests back down for breakfast the next morning.”
She fondly remembers guests being stunned by the transformation overnight.
“Just hours earlier, the building been alive with celebration – glasses clinking, champagne flowing and the energy of the evening still lingering- and then, almost overnight, it’s flawlessly restored and ready to welcome guests for breakfast service”
For Gleeson, Act-Clean’s dedication to the venue and its operations, that seamlessness is what defines great hospitality.
“That’s what hospitality is really about: making it all look effortless for the guest.”
Act-Clean are proud to clean front of house spaces at The Ned, keeping its venues shining and cultivating that effortless glamour and cleanliness, every single night.
