Gabriela Gheorghiu, Head Housekeeper at Hilton Garden Inn Birmingham Brindleyplace, has been named Head of Department of the Year 2025 by the Hilton management team. Voted for by the hotel’s senior leadership team, the award recognises her leadership, consistency, and the culture she has built within her housekeeping team. Gabriela’s approach reflects the OCS TRUE Values, creating an environment where colleagues can thrive and deliver excellence every day.
We spoke with Gabriela and her manager, Ross Johnston, Business Director – Hotels, about their thoughts on the recognition.
“We are very proud of Gabby’s achievement; this shows her commitment and hard-working ethics in a busy challenging sector to both Hilton and OCS’s Hospitality sector. Such recognition is welcomed and a huge well-done to Gabby.”
Jen Bates
Sector Managing Director
Gabriela, how long have you worked with OCS, and can you explain your role?
I joined OCS in 2022 as a Housekeeping Supervisor. Within just over a year, I progressed from Deputy Housekeeping Manager to Housekeeping Manager. I have now been in the manager role for two years, leading a team of 32 colleagues.
How did you feel when you found out you had won the Head of Department award?
I was very surprised. I did not expect it.
I felt happy, but it is not just for me. It was for my team. They work very hard every day, and I have a very good team. They make me proud.
The award means a lot because it recognises everyone’s effort, especially after a challenging period with the hotel refurbishment.
What do you believe defines your leadership approach?
Communication is very important.
We listen to each other. If there is a problem, we try to fix it quickly, so it does not escalate. It is important to me that everyone feels comfortable speaking and working with me. If you are not comfortable, it impacts how well you perform within your role.
I am always there for my team. I can help, teach, show, or step in and do the work myself. We work like a family, and we support each other.
How do you manage challenges within such a large team?
Housekeeping in hospitality is demanding. There are deadlines, guest expectations, and high standards to maintain.
We focus on listening and resolving issues quickly. Good communication helps prevent problems before they happen. I strive to ensure every colleague feels heard and supported.
That trust makes a difference in how we work together.
Ross, from your perspective, why do you believe Gabriela has been recognised for her leadership?
When Gabriela joined, she started as a supervisor and quickly progressed to Deputy and then to Housekeeping Manager. That progression reflects her drive to grow and her ability to see the bigger picture.
Her relationship with the Hilton leadership team has been strong from the beginning. Successive General Managers have spoken highly of her professionalism and the way she works with both her team and the hotel’s Head of Department team.
What stands out most is the culture she has built. Housekeeping is one of the toughest areas in hospitality, and staff turnover is often high. Under Gabriela’s leadership, turnover has remained low. That consistency supports service standards, team morale, and guest satisfaction.
During an 18-month refurbishment programme, she played a central role in coordinating with the hotel management team while maintaining service delivery. That required resilience, organisation, and clear communication.
She challenges her team in the right way. She asks whether decisions are right for the customer and right for the team. That mindset creates accountability and unity.
Ross, how would you describe the culture within Gabriela’s team?
There is a strong family and one-team culture.
Colleagues rely on each other. They are close-knit, and there is a shared sense of responsibility. That cohesion drives consistency in standards and supports the wider hotel operation.
In your opinion, Ross, what does this recognition mean for the partnership with Hilton?
The award was voted for by the Hilton management team as part of their annual 2025 awards. Gabriela was recognised as Head of Department of the Year against other departments including Front of House, Food and Beverage, and Reservations.
It reflects the strength of the partnership between OCS and Hilton Birmingham. Trust, open communication, and shared standards have enabled both teams to work as one, focused on delivering the best experience for guests.
Gabriela, what are your aspirations for the future?
I want to continue learning and developing. I would like to take on new challenges and keep improving with my team.
We have worked hard to build a positive culture. I want to keep strengthening that and supporting my colleagues to grow.
