Shiva Poudel: Improving personally, mentoring his team
Winner of the AHA ACT Housekeeper of the Year for 2025, Shiva shares why he loves his role, and what keeps him motivated
Executive Housekeeper Shiva Poudel takes great pride in his work, and in his team.
Shiva firmly believes that a strong team dynamic, excellent, open communication, and a personal commitment to excellence are key to a successful housekeeping department and exceptional guest experience.
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Professional journey
Employed by LUXXE Outsourced Hotel Services and currently based at Crowne Plaza Canberra, Shiva has more than nine years of professional experience within the hospitality industry, with a strong focus on housekeeping operations, team leadership and service excellence.
“My career began in operational housekeeping roles, where I developed a deep understanding of cleaning standards, time management, and the importance of consistency in delivering a high-quality guest experience,” Shiva said. From here, he progressed into supervisory and management roles, and then onto Executive Housekeeper Manager roles across well-known, high-end Canberra properties, including Ovolo Nishi and Doma Hotels.
Shiva’s experience is vast, spanning multiple operational disciplines. “Throughout my career, I’ve managed large and diverse teams, overseen high-volume operations, and ensured compliance with brand standards, WHS regulations, and the Hospitality Industry General Award (HIGA).”
Complementing his hands-on, practical experience, Shiva has worked to strengthen his leadership capability through formal education in accounting, business administration, and human resources management. “This combination of practical experience and academic knowledge allows me to approach housekeeping not only operationally, but also strategically, focusing on efficiency, people development, and long-term sustainability.”
Shiva’s multi-faceted approach to his ongoing training and development underscore the complex nature of modern housekeeping. Much more than just cleaning a room, Shiva’s role sees him manage administrative responsibilities like payroll approvals, reporting, stock control and compliance documentation.
Fostering a strong team
Importantly, people management and customer service remain core responsibilities, both of which Shiva sees as essential to his role. “Early in my career, I worked with leaders who emphasised accountability, structure, and consistency, which helped me build a strong operational foundation,” Shiva said. “Over time, I recognised that equally important is the ability so support, motivate, and develop people.”
Leading from the front, Shiva sets the example for his team, maintaining high standards in both work ethic and professionalism.
“I believe that when leaders demonstrate consistency, fairness, and commitment, it sets the tone for the entire team and drives overall performance.”
His day begins with a detailed review of occupancy levels, arrivals, departures, VP requirements and staffing availability. And while the managerial and administrative load is wide-ranging, Shiva said regular, open communication with his team is a priority. “I make sure I am visible and accessible to the team, providing guidance, resolving issues, and supporting staff where needed,” he said. “I also focus on coaching and mentoring, ensuring team members continue to develop their skills and confidence.”
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Industry recognition
In late 2025, Shiva’s outstanding work performance was recognised, taking out the AHA ACT Housekeeper of the Year.
“It was truly a very special moment. To be recognised by the industry in this way is really quite humbling, especially knowing how many talented and dedicated people work in housekeeping across Australia.
“It was definitely a surprise on the night and particularly as I was feeling unwell that day and wasn’t even sure I would make the event.”
And while Shiva cites the win as a professional highlight, he said the achievement he is most proud of is the strong teams he has led and built throughout his career. “Seeing team members develop, gain confidence, and succeed in their roles is something I consider one of my most meaningful achievements.”
Operational insights
All accommodation operators know that guest expectations are constantly evolving. Shiva said today’s guests expect a higher level of detail, comfort, and presentation. “Cleanliness is no longer the only benchmark—rooms must be perfectly prepared, visually appealing, and aligned with brand standards to create a strong first impression.”
Technology, too, has improved operational efficiencies. Digital systems for room allocation, reporting and communication have streamlined workflows and improved accuracy. In some instances, productivity has been improved with the introduction of advanced equipment.
“However, while technology enhances efficiency, the human element remains critical,” Shiva said. “Attention to detail, consistency, and team engagement are still the key drivers of quality in housekeeping.”
Shiva and his team are employed by outsourced housekeeping service LUXXE. LUXXE provides ongoing, consistent training and development for the team, meaning hotel management can focus on the broader guest experience.
“Housekeeping is a highly operational discipline that requires strong processes, training systems, and safety management. A company like LUXXE focuses entirely on these areas, which means hotels benefit from refined systems, experienced leadership, and consistent service standards,” Shiva said.
“When housekeeping operations are well supported with training, systems, and leadership, the quality and consistency of rooms improves significantly. Guests may not always see the work behind the scenes, but they feel the results the moment they enter their room. A well-prepared room creates confidence, comfort, and trust in the hotel.”
Looking ahead
Shiva’s career journey and personal work ethos demonstrate his commitment to housekeeping and to developing those around him. Looking ahead, his focus remains on continuing to grow both professionally and as a leader within the hospitality industry. In particular, he is interested in contributing to training and development initiatives, to help build future leaders within housekeeping.
Longer term, he hopes to take on broader responsibilities across multiple properties, or at a regional level. “I want to contribute strategically to operational improvement, team development, and the ongoing evolution of housekeeping standards.”
For those starting out in the industry, Shiva offers this advice. “Housekeeping offers many opportunities to learn and grow. If you stay committed and open to listening and learning, you can build a very rewarding career
“Be patient, work hard, and take pride in what you do.”
This article was first published in the Autumn edition of AccomNews. Click below to explore.