The major part of the hotel’s margin of profit comes from room sales. An effective housekeeping department determines guests' experience in a hotel as the guestrooms are the heart of the hotel. Housekeeping, thus, is an ancillary department that contributes in a big way toward the overall reputation and the bottom line of hospitality establishments.

Martin Lau Kiong Hui graduated with a BSc (Hons) in International Hospitality Management (BIHM) in 2015 and he is currently working at the St Regis Hotel Kuala Lumpur as an Executive Housekeeper.

Prior to his attachment with St Regis Hotel, Martin had the opportunity to be placed at two different hotels e.g. Grand Hyatt Kuala Lumpur and Aloft Hotel Kuala Lumpur Sentral for his internship, where he received work exposure in different departments. Internship experiences are important as they enable students to understand how hotel departments are connected. Martin added that these experiences made him an effective decision maker especially in his current role when it comes to creating a memorable experience for the guests.

“I am grateful to all the lecturers that have taught me and I believe all of them have shaped me into who I am today. Aside from academic advice, lecturers were always very open and willing to share their life journeys and work experience, which I believe is very important so that students know what to expect in terms of career challenges ahead. The BSc (Hons) in International Hospitality Management (BIHM) programme was a vibrant programme and many international students enrolled in this programme. This provided the opportunity for us to work with individuals from various cultural backgrounds. The nature of learning at the School encouraged me to improve my interpersonal and communication skills. I believe this skill is very important especially in the hospitality industry because hospitality employees are dealing with international guests daily.”

When Martin first graduated from Sunway University, he joined a local hotel as a Quality and Training Executive. His role was to oversee all the operational departments in the hotel to ensure the work and service provided were up to the hotel’s standards. With this role, he was able to work closely with the Housekeeping Department, which he believed was a critical function as hotel businesses revolve around the sales of accommodation services. Understanding this significance compelled Martin to further his career in the Housekeeping Department as he later moved on to Lexis Hibiscus Resort at Port Dickson and now, at St Regis Hotel KL.

The hospitality industry is dynamic and requires “fast thinking” and flexibility as these skills are crucial in making the best decisions, especially concerning manpower planning, supplier relations and budgeting. These aspects are necessary to ensure that hotel operations can run smoothly based on situational needs.

On a personal front, Martin admitted that varsity life can be a challenge as one struggles with loneliness. Martin mentioned, “My journey at Sunway University has taught me to be independent. As I am a Sarawakian who moved to Kuala Lumpur to pursue my studies, I have to learn to manage things on my own since I do not have any acquaintances that I could rely on. Nonetheless, along the way, I am very grateful as I got to know lots of friends and lecturers who have helped me throughout different phases of my life.” And today, he has the perseverance and resilience in building his career in Kuala Lumpur, or anywhere else in the world.

On a closing note, Martin added, “Do not be afraid to ask for guidance when in doubt and never assume you know the answer. You will be amazed that there are many other ways to solving a problem and this often comes with experience”.