The Secret Lives of Hotel Workers At MBS | Hidden Hustles

Messy beds, dirty toilets and stained towels are some of the most common sights for hotel housekeepers, who have to clean up to 10 rooms a day at Singapore’s biggest hotel, Marina Bay Sands, with only 50 minutes to spare.
From cleaning up suspicious stains to getting a bouquet of flowers last-minute, will Wendy be able to handle the stress?
Host: Wendy (@ohheyitswendy)
Director & Producer: Pei Fang (@pfdolala)
Crew:
Pei Fang (@pfdolala)
Ben (@benjamin_neo)
Tan Tong (@t.antong)
Syabil (@sy.riz)
Jialing (@jialinng)
Editor:
Jeremie (@endswithanie)
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[@OGS.Official]

Interested in seeing some behind-the-scenes content? Watch us chat with the producers and hosts of Hidden Hustles here: kzbin.info/www/bejne/bmW4XqOfaMeIsJI

[@tanyongkee8739]

Thank you OGS for making this video. It brought tears to my eyes. I am reminded of my mother who used to be a hotel chambermaid when I was in primary school and I know how tough it is. Every night she would come back home with body aches and lots of complaints about her day at work. My father would provide a listening ear and often had to massage her arms, legs, shoulders, back, neck and shoulders. Her palms became rough over the years. My father did not earn a lot back then, so my mother was the "main" breadwinner. They had to be very careful with their spending. Because of that, I did not remember having a lot of expensive stuff like other kids. Occasionally, my mother would bring back little surprises for me - small toys, storybooks, comic books, and some dollar notes and shillings from different countries etc - all from the rooms she cleaned. These things were left behind in the room; either the guests had forgotten about them or they didn't want them anymore. They may not be valuable to the guests, but they were very precious to me. I would be so happy to get these "free gifts". Every night I would be wondering what "treasures" my mother would bring home. That was my childhood. My mother passed away two years ago. I will always remember how she raised her children by working this backbreaking job. I am forever indebted to her. I love you Mum.

[@TheCalendarfish]

Was not expecting a video about hotel housekeepers to be so sweet and sincere 🥺Thank you to Laila and all other housekeepers who make our hotel stays so comfortable!

[@sophinetan8104]

This almost brought me to tears, especially during the part when she was talking about her family. The work ethic, the effort, and the sacrifices she had to go through to make a living. I’ll be more mindful of my mess when I check out from hotels now 😢😢

[@daphneseet8384]

Thank you Laila for being such a service-oriented staff. MBS should be proud to have such professional housekeeper!

[@JayJay-st1jj]

Laila is such a gem & is very hardworking! I hope she gets lots of tips!!

[@OGS.Official]

It'd also help if we are more understanding during check-ins! It takes time for them to clean the room, especially if it's a real mess. - Pei Fang, producer

[@alexsandrkerensky7457]

Your hope is dashed because housekeeping rarely recieves tips 😂

[@jamlily1881]

I have left daily tips in every hotel room that I stay...n I never leave the room messy! I am a housewife n I totally feel for them. She makes up 10 rooms a day😮

[@journalaway4753]

you can see the pride she has in her work, great job Laila! i hope your daughter remains filial and appreciate the sacrifices you make for her

[@OGS.Official]

Laila has a loving husband who would text and call her during her breaks to check on her as well! Fun fact: Laila loves to bake during her free time and her family loves her baking. They appreciate her time with them as she would be otherwise busy at work. - Pei Fang, producer

[@guoshiong]

Really wish housekeepers like Laila can have more recognition for their hard work. Because guests may not have a chance to meet housekeepers, they don't get tipped as much (if any) as other departments like valet, baggage etc. Thank you OGS for such wonderful content!

[@thyong24]

I was also starting to realize about tipping the housekeeper. I stayed in Kempinski Bali for a few days this summer, the second morning the room was immaculate and they cleaned it quite fast. So for the rest of the days left I wrote a note (with the pen and notes provided on the nightstand) and put some cash for tips. Then the next days they made the towels animals and left us more water bottles than usual. I never met them. But I felt like both our end felt thankful and joyful. Now I know I would always do this trick.

[@geekroute]

Am i the only person here that actually cleans his own room before checking out? Like i'll make sure my bed is tidy up, pillows put properly, toilets are clean and dry etc. I'll even use a wet tissue to clean the sides of the toilet bowl to make sure it doesn't smell cause my son will sometimes pee at the sides. My wife thinks i'm crazy

[@mysticcove3392]

You're not alone!. I, (a she) highly valued my privacy hence I cleaned my own room during my occupancy. All I need is clean towels every other day. [Currently I'm at The Fullerton Singapore arrived from Seattle, USA]. Before checking out, I always stripped the bed. Pile them neatly in 1 corner. Do a wipe down areas that I have/had touch with lysol wipes. Gratitude always in US dollars with a Thank you note on the bed for her/him. No one work for me. I work with them. Huge difference here For/With!.

[@jks-movies7666]

Me too

[@mysticcove3392]

Perhaps your wife's should pay hotel bills to appreciate you!.

[@mandy_145]

Me too. I make my bed as well as another bed ( if I’m sharing the room). I keep my room & bathroom neat & clean as if it’s my own home. By the way, I always leave a tip in envelope .. addressed to housekeeper before I check out. I truly appreciate each & every one of them.

[@egmilkshake5310]

no la, you arent the only one la!

[@22blueslash]

I was almost in tears. We don't deserve to watch such quality of video and level of storytelling for free. Thank you OGS.

[@annietan489]

See this video In fact, frankly, housekeeping is not a simple task. They must do their jobs and tasks well every minute, so that every guest who comes to travel can get the best service. However, sometimes they will encounter some difficult guest, so, I really admire these housekeeping staff, thank them, serve us, so hope everyone, no matter where you travel, remember to give some tips to these housekeeping staff who serve you, thank you 🥳🥳🥳🤠😘

[@OGS.Official]

It's true! Laila was so positive when talking about servicing the guests. We heard that she is such a patient person that she would be able to handle even the most "unreasonable" guest, or what most people would think of as unreasonable, with the most composed attitude! Also, personally, I think she speaks so soothingly even behind the scenes that even if I'm angry, I would be appeased in a minute 😜 - Pei Fang, producer

[@Its_a_me_WSA]

How some ppl live sia? Like damn filthy pigs, throw rubbish and leftovers everywhere. I'm guilty of leaving messy bedsheets but I never leave leftover food, opened packets just on the floor, table etc. At least I clean after myself

[@erfaraihana]

I was once in her position and I can understand how tiring it is to be one. I can’t imagine doing it for 17 years. You are one strong woman Laila! 💕

[@philolane16]

You can see how much she loves her work and how she still manages to give time to her family. She has a nice and pure heart. She deserves to work in one of the best hotels in the world and the most iconic hotel in SG.

[@xyo6310]

Amount of pride and effort she puts in is really commendable!

[@nt6253]

We should always leave the room in as good condition as possible and only open/take what we need! And good to leave a tip for the housekeeper too! Thanks for the reminder!

[@iskandarhassan1865]

At every end of a service rendered is a human being trying to make a better life for his/her family. Remember that when things don't go according to how we want it. Be Kind.

[@ammumeme5789]

OMG Laila is such an amazing person! She has such great work ethic and always speaks with a smile. Very inspiring.

[@epiphadipity]

Laila is so sweet!!! I hope guests can be more considerate towards the housekeepers 🥹

[@DeityCloud]

It’s really hard work. I’ve worked as a housekeeper as well but as on call, it won’t get me by so I had to resign. But during my working at a hotel, whenever I see a super messy checkout room, it makes me cry coz that will take me longer to clean and we have a limited, expected time to clean each room. Super stressful job. So when I check in a hotel or someone I know, I help strip the sheets and gather the trash to make the housekeeper job a little easier. Plus we put DND sign our whole stay and just request for trash bag coz I know how hard the work is and I feel them.

[@PropGru]

Laila, you deserve an applause for your dedication and high standards...and also the joy you bring along with you to your work. Well done Laila. You're obviously an asset to this hotel.

[@Croco05]

Hope the hotel can see the professionalism in Laila and make her the chief trainer for house keeping. She deserve it. MBS is fortunate to have such a good staff working for them.

[@alexsandrkerensky7457]

Your hope is ruined because she is still doing her housekeeping job😂

[@edmund1311]

MBS housekeeping is one of best! I would tip the housekeeping staff everyday to appreciate the services.

[@thetravellingbloke2992]

I respect the housekeeper and their role, very tough job. I use to do room service and mini bar and had to go room to room to check on the mini bar. The state that people leave it in is quite shocking, I was fortunate to only have to check the mini bar and not clean the rooms.

[@sukilunaAME]

I've worked with housekeeping team before, honestly without them, you will not get a clean room. Always rushing for time, because you want to prep before your guests arrive. Not an easy job, try lifting up the mattress 15 rooms in 9 hours. So I hope this is an eye opener for the non-hotel working viewers here. :")

[@aerebrown]

Thank you for sharing! It brings back the fond memories of my time as a housekeeping intern. Please do show a smile, say thanks or even give a tip when you stay at a hotel next time -- every tiny gesture really makes our day :)

[@SprinkleofWilly]

i worked as a housekeeper for months and it is a horrible job. $1600 to clean 16 rooms a day. The supervisors will check on every room you clean and call you back to the rooms if they find a speck of dust. It was a torture the way they treat their staff.

[@marcietan]

MBS has one of the best housekeeping in the world. It’s always clean and smelling fresh.

[@aryaalfieri6079]

Oh come on 17 years of experience!, Why is she still changing sheets and stuff!? Laila should be promoted to become a mentor,trainer or a supervisor atleast! Everyone has to agree with me on this… 17 years mannn.. if that’s not passion or good working ethic I don’t know what you’ll call that..

[@Shon9tilR]

My supervisors has to check every checkout room the housekeepers clean. Most of the time they have to fix their mistakes. She also has to keep calling the maintenance and go to front desk numerous times during day. Some train and some be to tired to so they let the housekeepers train. 4 floor hotel. Hard job.

[@chocolatesprout]

Love how authentic this video is. You can really see how unexpected things can happen on the job. Thank you for helping us to understand the behind the scenes of this industry better. Jiayou Laila!

[@thinkpadx60]

always be thankful for the sacrifices others make to make our lives easier and memorable

[@kai-dp3cg]

MBS houskeepers are very cute, whenever i stay with my family and i end up having to stay in the room to do work they will always give me extra snacks and drinks. they’re so fast too when packing up the room, i try to keep our room as clean as possible (if. or my mum also will nag) but i always try to have conversations with them and let them talk about their day. it must get really quiet at times when they have to clean up the room alone

[@OGS.Official]

Aww that's nice of them and nice of you to engage in small talks with them! Pretty sure they appreciate interactions like this as Laila stated in the video that guest are their window to the world given that they work in hotels for such long hours 🥰 - Pei Fang, producer

[@egmilkshake5310]

Love this series!! Please continue to do more videos like this! it really opens up our eyes and mind!

[@devilofvideos]

worked at MBS back when i just finished secondary sch, 1st year as a housekeeper and 2nd year as a runner. The full time housekeepers would encourage the part timers to compete and see which one clears their room faster for fun. Now i realised that they were just getting the youngsters to do their job faster for them LOL but it was so fun, learnt housekeeping skills and now i appreciate housekeeping more so i try to keep the hotels i go to as clean and neat as possible when i leave. When i was a runner, wew thats where the tips started rolling in! loved to serve the guest and greet them with a smile everytime we deliver something!

[@okayokay433]

How did u find a job at mbs 😂 I’m interested too

[@hani-ps4zp]

that's interesting! what's a runner, though

[@ernestyeo9332]

Such an insightful video! Made me appreciate the cleaners and those working behind the scenes so much more.

[@0165300530]

Well done laila. So proud for you! You are the BEST!

[@liliannl9451]

So much to appreciate in this video. Laila is so passionate, such an inspiration. Great content, OGS! Pleaseeee continue this series, it has tremendous potential in influencing us to be more aware, grateful, patient and considerate to people in our society. Niche jobs are interesting (in your other episodes), hope to see more understated heroes/jobs like bus/taxi drivers, food delivery workers, nurses, teachers, petrol staff, security guards, supermarket cashiers etc. Your content can make this world a better place!

[@Jay-ru2cw]

Thanks for providing such excellent housekeeping service to MBS customers. I hope hotel guests can be more considerate… I often make sure that the room is kept neat so as not to inconvenient the housecleaning staff too much when they are clearing the room…

[@renakennings4135]

she takes so much pride in her work, really amazing- people like that are inspirational :)

[@adnansteady1259]

Housekeepers are basically the most important ppl and not forget the maintainence side.respect em

[@laucf881]

Nice clip and give us a better view of house keeper job Tq

[@user-hg8wf1kk7e]

Kudos Laila. I am very proud of you!

[@khairurejal]

Thanks Laila, for doing what you do!

[@klleeful]

Without people like Laila, there will not be 5 stars hotel.

[@creyji]

Thank you for the hardwork!

[@gkho349]

Business traveller is the best no time to mess the room. After meeting, night entertainment, back to room to sleep, next morning rush for next flight out.

[@emilaubry6856]

So wholesome and a great work ethic. I wish this was the same in america

[@Apainiituapa]

My 2 cents about honeymoon decor, I personally never really like all the flower petals, balloons, towel swans, etc cause I need to clear them up from the bed anyway LOL. And also it would be great if guests can be mindful with how messy their room when they check out. I’ve stayed in MBS last year and really really enjoyed the experience ❤

[@hani-ps4zp]

maybe in that case don't mention honeymoon/birthday/anniversary when you book the hotel room. some hotels will happily give you cake and bubbly instead.

[@Justhappyok]

It’s not an easy job . Respect them for their profression.

[@ethansim1851]

big respect to laila. wishing her all the best ❤

[@kamaliakatne]

Well Done Laila. We are proud of you❤️❤️ Kudos!

[@csy897]

She has such a beautiful daughter and a wonderful heart. I hope she gets to enjoy herself more as her daughter grows older. And one day she would not have to sacrifice sleep to see her family and work every day. I know that is her daughter's hope for her too

[@lauralau9541]

Salute to Housekeeping 💪💪

[@juanicoportfolio]

Thank you Laila, you make us all proud

[@bitj3457]

they're such a good soul

[@arsenal_84]

My standard behavior when in a hotel room is to treat it like my own room and seldom left behind a mess as the house keeping team will take a long time to clean up. Be considerate to the next room guest.

[@jforjiayi]

Laila is so gentle :’)

[@chalayan]

I tend to make sure the room is in a good state, bed is tidy up and towels are placed on top of the toilet seat/in the bathtub and all litters in the trash bin before checking out.

[@CALVINT78]

Whenever i travel n stay in hotel, i would left some tips at the coffee table with a note of appreciation to housekeeper. At least, these some tips can make whoever the housekeeper cleaning my room feel good n appreciated. Anyway, i would never make messy room when chk out.

[@emalejack]

Always treat them well with respect and leave them a tip

[@hahatheresa]

Yes when I go into MBS I was like “wow” pristine

[@shxauhc]

I am proud of you Laila

[@j0hnappls33d]

laila is so amazing

[@rachhhhh5724]

There should be butlers for suite rooms usually…. And butlers will usually settle the special setups 🤣

[@jk-er2zt]

those cleaners deserve five figure salary! look at all the unreasonable requests and the amount of workload they are given. And some managers act like pharaoh to all those beneath them.

[@alexsandrkerensky7457]

Cleaners: not getting five figure salary

[@SkyLee91]

Respect!

[@SchismSphinx]

ok the vip suite damn nice tho

[@OGS.Official]

What other things have you left behind when you check out? 😳

[@nicklovia]

1. My phone charger. Last day in Phuket, checked out in a hurry for the airport and only realise it after I got home! 2. My trousers. I left it hanging on a hanger in the closet upon check-in, and forgot about it when checking out the next day to switch to another room within the same hotel. Luckily manage to get it back.

[@youronlycow]

my charger.. real annoyed

[@kai-dp3cg]

my entire toiletry bag 😢 luckily i remembered while i was walking to the car, ran all the way back and reported it got it back quite fast cause when i left i told the housekeeper they can go in so they already had kept it

[@coconutwombats]

My rubber band

[@walfredtang4787]

my uhhhhhhh

[@qyu...976]

High Star Hotel!!! So top service.

[@farihamohamedhilmy4700]

I can see that being a housekeeper requires A LOT of effort into their work. I really salute them for having the patience to attend to guests no matter how nice or ride they are 🫡

[@suenjinyoung]

Thank You, Laila

[@JusaKiki]

What a loyal and integrated woman she is.

[@hiphopdagame]

and still mofos will scold and treat them like thrash... i swear.. respect to these Housekeepers...

[@user-oz3bv5qt1r]

Laila is the best you are my superstar 😘😘😘🥳🥳🥳🎊🎊🎊

[@meloon5876]

Laila is fantastic !👍👏

[@natara2384]

I'm so glad that Laila imparted her knowledge onto Wendy! Really interesting video....

[@xiaohongchen1147]

Laila You are the best 1

[@xjwqj1907]

Laila is amazing.

[@Joeyiw]

Mrs Laila 妳好棒👍👍👍

[@evonneong9930]

*您

[@Joeyiw]

@@evonneong9930 thanks for the correction. 我是印尼华侨 中文不好. 感谢🙏🏼

[@alexsandrkerensky7457]

🤣 the guest also one kind, can leave the room without a phone and necklaxe

[@springflower1336]

Well done Laila

[@jacquelinekoh7127]

Laila is such a sweet lady, MBS is lucky to have her.

[@chianghongyi3039]

wow

[@smonyboy]

i dont get why people cant treat a hotel room like your own room. Just because you paid for it doesnt mean you should dirty it.

[@hungryomnivore8282]

i always wondered if housekeepers sanitise their hands after clearing rubbish before setting the bed and laying the towels on the racks. haha

[@knswee]

LAILA is the best!!!! =)

[@ashrafulkarim7201]

Good making the Bad, Bathroom and etc,, Thinks,

[@supersayianz]

How the heck did the guest not realise *a phone has been missing*

[@XLStress]

Given the state of the room it was left in, I'm not surprised at all. Plus it's apparently a $15k room? So just rich people things too I guess.

[@limjialok7516]

@@XLStress $15k per night room??

[@XLStress]

@@limjialok7516 I assume so, the thumbnail says it.

[@ttbrown9700]

rich people got like 10 phones, one missing can't tell

[@shane1948]

Where is Wendy from? She sounds Singaporean

[@areebachewa8318]

Every Hotel assigned by one housekeeper to say have to finish 10 rooms a day and they have a time limit to finish the task and so many times these housekeeper need to rush to finish their work....Also be careful not to use their cups as some of the cups were cleaned with dirty cloths as they are rushing for their time ...

[@tayjinghui6944]

i want to stay at mbs ....

[@golfer901]

600 sgd per night with paiza card, very expensive hotel but always crowded all the time. expect 900sgd per night without paiza card.

[@dijfanuilhbcnalua]

She is a beautiful woman

[@slaiyfershin]

Wow first time see an African with Singaporean accent hahaha

[@ozone7252]

As Guest in a Hotel we should play our part at least Clean the basic things inside the room b4 leaving ,so to ease the Job of a HOUSEKEEPER N CHAMBERMAID Afterall what we do in the room POTRAY our attitude

[@tanfrederika2123]

I want to work in hotels hehe

[@shereselee1]

Seriously !!! Can afford to stay @ MBS but took the TV ?!

[@alexsandrkerensky7457]

How about the secret life of the banquet waitstaff and the stewarding dishwashers? Are they a joke to u? So they dont work in hotels?😂

[@miyathequeenant6679]

I worked for porcelain hotel before as a housekeeper... some is clean but Some, i didnt even know where to start cleaning first... Damn..

[@OGS.Official]

You seem to have stories! 👀What was the worst room you've seen?

[@alexsandrkerensky7457]

How about the secret life of engineering?😂

[@CyberMew]

how well are they paid?

[@cnachopchopnewsagency]

15,000 a month

[@alexsandrkerensky7457]

In rupiah 😂