HCS – London Hilton Wembley case study


Hotel Cleaning Services

Hilton London Wembley – 361 Guest Bedrooms, 10 state-of-the-art meeting rooms with business centre and boardroom, 660-capacity ballroom, and a ninth floor roof bar with outdoor terrace, Sky Bar 9, available exclusively for private hire.

Overlooking the iconic Wembley Stadium and set next to the historic Wembley Arena, the contemporary Hilton London Wembley is just 20 minutes’ drive from central London and 45 minutes’ drive from London Heathrow Airport. The hotel is also located adjacent to the London Designer Outlet, great for shopping and eating.


In the second week of September, Omni were asked to take over the provision of outsourced Housekeeping Services at the recently opened Hilton London Wembley.   The incumbent Contractor was failing to deliver the required standards and the General Manager, Jack Nicholas, appointed Omni to take over the service provision at this luxury landmark hotel, overlooking Wembley Arena. The Contract was awarded to Omni on the basis that we could manage a full TUPE transfer and seamlessly transition the contract within 10 days.



Omni immediately contacted the outgoing Contractor to arrange an initial Consultation with the Team Members employed by the incumbent Contractor and who were substantially assigned to work at the hotel.  The initial consultation meeting was convened 72 hours after contract award and the second and final meeting, 3 days later. The Contract was successfully transitioned to Omni within the 10 day timeframe.


Our priority was firstly to carry out a thorough floor by floor, top to bottom spring clean of the hotel which had been running at very high occupancy, since opening. In addition to this, Omni had to assess the suitability of the existing housekeeping team and commence retraining, with those team members, that were failing to achieve the required standards of performance. Within 2 weeks we had completed a thorough deep clean and stabilised the team through engagement workshops and focussed on the job retraining as required and appointed a Contract Manager to oversee the day to day operations working alongside the Hotel’s Senior Management.



Omni currently services over 2200 rooms a week at Hilton London Wembley and works closely with the hotel to ensure that the in room guest service experience is as memorable as the Stadium in front of it. Now into our 3rd year, the Omni team, comprising a 77 strong team of dedicated and committed team members are proud to work at the Hilton London Wembley and to be part of the hotel service delivery function for the many guests and sports personalities who use its superb state of the art facilities throughout the year.

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