Housekeeping in FM: Leading from the Front at Manchester Central

Manchester Cleaning Show Puts the Spotlight on an OCS-Managed Venue and an Operational Voice on the Panel

On 18th and 19th February, the Manchester Cleaning Show took place at Manchester Central, one of the city’s most recognisable venues and an OCS-managed site. This year, the spotlight fell even closer to home. Heather Andrews, Housekeeping, Cleaning and Waste Manager at Manchester Central, took her place on the show panel, bringing frontline operational experience to the industry conversation.

For Heather, hosting the event while speaking on stage brought both pride and pressure.

“When the industry is here in our building, you feel that extra responsibility. The standards have to be right,” she says.

Manchester Central hosts everything from small corporate events to major political conferences, NHS events and international science gatherings. Each event brings different demands. Housekeeping in FM at this level goes far beyond presentation. It supports safety, experience, sustainability and the smooth running of live events, often under intense scrutiny.

What Housekeeping Looks Like in a Live Events Environment

Heather is responsible for cleanliness across the entire site, both inside and out. That includes event halls, public areas, back-of-house spaces, toilets, waste yards, and recycling and waste management.

“A successful day is simple,” she explains. “We want good feedback from the customer and the event organiser, but just as important is how the team feels. If colleagues are motivated and take pride in what they’re doing, you see that reflected in the standard.”

Live events bring unpredictability. Timings shift. Footfall spikes. Expectations remain high. During the Manchester Cleaning Show, that pressure increased again.

Leading From the Front

Heather’s leadership style is shaped by her operational background. She began her career on the shop floor and still draws on that experience in her role today.

“I lead from the front,” she says. “Just because I’m the manager doesn’t mean I sit away from the operation. If I can do it, the team can do it. I’ve never asked anyone to do a job I wouldn’t do myself.”

That visibility matters in a fast-paced environment like Manchester Central. Being present on the floor builds trust, keeps communication open, and reinforces shared responsibility.

“I want the team to know I’m approachable. If they’ve got a question, they can ask. If I don’t know the answer, I’ll find it. That approach keeps us moving forward together.”

Backed by structure and partnership

Behind the day-to-day delivery is a clear framework of support. Cleaning, waste and sustainability are priorities for Manchester Central, and OCS works alongside the customer to maintain consistent standards across the venue.

“OCS brings strong knowledge, particularly around sustainability,” Heather explains. “Recycling and waste management are a big part of what we do here, and we manage that closely with the customer.”

Training underpins that consistency. The OCS cleaning training portal helps maintain standards across the site, while apprenticeships give supervisors the opportunity to gain recognised qualifications alongside their operational roles.

“We’ve got three people on apprenticeships at the moment. Seeing that progression matters, not just for the individual but for the whole team. It shows there’s a pathway.”

Senior leadership engagement strengthens alignment. Regular site visits and contract meetings keep expectations clear and performance transparent.

“There are no surprises. We’re open and honest about what’s working and what needs adjusting. When something needs fixing, we fix it quickly.”

From the Shop Floor to the Panel Stage

Heather’s place on the Manchester Cleaning Show panel reflected both her own career progression and the value OCS places on operational voices.

“I started in cleaning by chance,” she says. “I picked up a part-time job at 16 and never planned to stay. Twenty years later, I’m still here.”

Her academic background lies outside the industry, but responsibility, experience and opportunity shaped her path. She joined OCS four years ago as a Deputy Manager and has progressed to her current role at Manchester Central.

“To sit on a panel at such a prestigious show, surrounded by people with CEO in their title, meant a lot. I can say I’ve done the job. I’ve cleaned the toilets. I’ve swept the floors. That background gives me respect for the people doing the work every day.”

Speaking on stage at an OCS-managed venue reinforced that message.

“It gave the OCS cleaning team a face and a voice. It showed what housekeeping in FM really looks like at a complex, live venue.”

Creating Opportunity Through Trust and Empowerment

Trust underpins how Heather runs her operation, both with customers and her colleagues.

“We don’t overpromise. If something needs looking at, we take it away and work through it properly. That honesty builds strong relationships.”

Empowerment shows up through development. Heather has focused on giving supervisors access to training and qualifications that support long-term progression.

“I wanted my team to have something tangible. Skills they can build on. Watching people grow into calmer, more confident leaders has been one of the most rewarding parts of the role.”

A Proud Moment for Manchester Central and OCS

Hosting the Manchester Cleaning Show at Manchester Central underscored the venue’s standing in the city and the role OCS plays in supporting it.

It also reflected what’s possible within housekeeping in FM when operational expertise, trust and opportunity converge. OCS supports people and places to be the best they can be, every day. At Manchester Central, that starts with the teams who keep the venue ready for the city’s biggest moments.