"Knock, knock – housekeeping"

Out and about with

Emanuelle Govedarica, Head of Housekeeping at Hotel Mürren Palace

What guests remember most about their stay in the Jungfrau Region is not only the breathtaking mountain scenery. It is also the feeling of being welcome – in a room that has been prepared down to the smallest detail. Freshly made beds, the smell of cleanliness, everything in its right place: housekeeping is the often invisible but indispensable calling card of every hotel. At Mürren Palace, Emanuelle Govedarica is responsible for this. We accompanied her for a day.

It is dark outside, and the guests at Mürren Palace are still asleep. But not the staff of the 4-star superior hotel. A housekeeping employee quietly cleans the bar, the entertainment room and later the Kids Club. "The public areas must be clean by 7 a.m. at the latest," explains Emanuelle Govedarica, Head of Housekeeping at Switzerland's oldest palace, which was extensively renovated and expanded in 2024.

The Croatian-born woman, who has now settled in Gimmelwald, starts her working day at 7.30 a.m. today. At reception, she takes a look at the schedule for the day. She is interested in early check-ins or late check-outs and any special requests from guests – from baby cots and special pillows to dog bowls. A few minutes later, she discusses the day's schedule with her team of ten employees.

I try to do my best every day.

Emanuelle Govedarica Head of Housekeeping at Hotel Mürren Palace

International Team

Emanuelle learned the basics of housekeeping in Wengen and on the Kleine Scheidegg before working in service on the Schilthorn for a season. The position at the Mürren Palace, which she has held since the hotel reopened in December 2024, is her first management role. It is important to her to respond to the needs of the ‘ladies’ – as she calls the women in her team. "I want to be the boss I always wanted to have," she says, adding: "If an employee feels bad, she should tell me openly, and then we'll find a solution. Only a satisfied employee is a good employee."

Housekeeping works in shifts from 5 a.m. to 9.15 p.m. – with more or fewer staff depending on how busy the hotel is. English is the main language spoken in the international team. But Emanuelle can also chat with us in German without any problems. As much as she values a good atmosphere as Head of Housekeeping, she also demands full commitment. "I try to do my best every day – and that's exactly what I expect from my team."

Busy times in the laundry

We stop by the laundry. Two machines, packed with terry towels, are running. The bed linen, on the other hand, is washed externally in Interlaken.

A chart hangs on the wall showing when and for which type of stain which special detergent should be used: the list ranges from red wine and lipstick to urine, blood and vomit – but fortunately, as we learn from Emanuelle, it rarely needs to be consulted.

Broken soap dispenser

The mobile phone vibrates – a message from reception: "Soap dispenser in women's toilet on the left broken. "We immediately make our way from the basement to the public toilets on the ground floor. On the way, Emanuelle casually remarks that the stair carpets are not entirely clean. "I'll have the night porter clean them." But back to the soap dispenser. It really isn't working anymore. "That must have been overlooked during the inspection this morning." On her way out, she looks at the signature on the wall, where it is noted when the room was inspected – and by whom. "So that I can discuss it with the person concerned later."

Always on the go

In the hotel corridors, Emanuelle is constantly approached by guests – whether with special requests or general questions. If she can help, she does so immediately; otherwise, she kindly refers them to reception.

We accompany Emanuelle every step of the way – and there are many of them. By midday, my app on my mobile phone already shows an impressive 10,000 steps. The 42-year-old is constantly on the move, except for the few minutes a day she spends at the computer doing administrative work. This includes, for example, drawing up the duty rosters.

Champagne in the whirlpool

The Palace Hotel has 120 beds, spread across 33 hotel rooms and 3 maisonette apartments in the main building, as well as 14 suites in the elliptical, underground connected new building. Here, too, Emanuelle's team is already busy cleaning. I catch myself imagining drinking champagne in the pool on the loggia while enjoying the breathtaking view of the Eiger, Mönch and Jungfrau. I am also taken with the spa area. But then I quickly return to reality – after all, I am here to write an article.

Quality over quantity

Changing the bed linen, washing dirty dishes, cleaning the bathroom, refilling the soap, vacuuming – Emanuelle often lends a hand herself. I want to know how long it takes to get a room ready. "We don't have any time limits. The dirtier the room, the longer it takes to clean." Quality over quantity, then. However, she adds that most guests are “clean”. "But sometimes it looks like a bomb has hit the place."

A matter for the boss

An app makes the housekeeping team's work easier. As soon as a guest checks out, a corresponding message appears in the app. If the room is clean, this is also noted and the status is set to "Inspect". The inspection is then a matter for the boss. Emanuelle personally inspects every room. Today is no exception. We accompany her to rooms 404, 405 and 201. She has a small trolley with her containing the necessary cleaning utensils. And bottles of water, which she has filled up at the hotel bar beforehand. These are now placed in the fridge of each cleaned room.

The trained eye

"She left the light on," Emanuelle remarks as soon as she enters room 404 – and adds: "One glance and I know which of the ladies cleaned it." And so she knows immediately what to look out for, because each employee has her own strengths and weaknesses. Emanuelle adjusts the clock, lamp and remote control. She spots a fingerprint on the TV screen that I only notice after looking at it three or four times. In addition, the base of the coffee machine is not completely clean – and the soap dispenser is empty. "She's new, I'll take a look at that with her."

Learning by doing

Emanuelle is not only responsible for daily housekeeping, but also for training new employees, who first have to internalise the standards of the hotel. As the positions are seasonal, there are regular changes. Emanuelle believes in learning by doing – which makes individual follow-up support all the more important.

The best stay

We have now reached room 201. The guests have left a message on a card. "We had the best stay. Mürren was the perfect location to end our stay." Not only, but also thanks to Emanuelle Govedarica's housekeeping team. No sooner has she enjoyed the little note than another message pops up on her mobile phone. "Priority: early check-in, room 305," reads the display. For the housekeeping team, this means putting all other work on hold. So that early arrivals in Mürren also have "the best stay".