Monthly Archives: February 2010

Ongoing assistance at The York by Swiss-belhotel

L&A continues to assist The York by Swiss-belhotel with ongoing mentoring and coaching of the newly promoted Housekeeper, reviewing and streamlining rooms operations with management and supervisory skills training for the whole Housekeeping team

Essential housekeeping training for Kempinski worldwide

The Kempinski trainers in Dubai

This was a culmination of nearly 2 years of collaboration between L&A and Kempinski Hotels and Resorts. The  design, development and delivery of the global 10 module training programme for all Kempinski hotels worldwide helps the company to fulfil their mission of  “From Good to Best!”

Master Housekeeping trainers came from all over the world including Russia, China, Indonesia, UAE, Switzerland and Jordan. The 5 day programme introduced the master trainers to 10 modules of training programmes designed for Kempinski; from Room Attendant training to Supervisory skills training. Once delivered, the trainers got to practice and were videotaped for feedback, this new tool enables Master trainers to help improve operations in existing properties and to successfully open new Kempinski Hotels

The Master Housekeeping Trainers also had the opportunity for a back of house tour of the Burj Al Arab and The Address.

Burj al Arab by night

Rotana housekeeping workshop on beautiful Yas Island

L&A was back in UAE in January running a one day workshop for Rotana Assistant Housekeepers at Rotana Hotel Yas Island overlooking the newly opened Yas Island F1 Race track. Fifteen Housekeepers attended the Finance and Staff Management workshop. The lively workshop included games where teams had to mime out the actions of various machines in housekeeping including a sewing machine demonstrated here.

L&A back at the Langham Hotel Hong Kong

In December 2009, Liz was back at the Langham Hotel in Hong Kong for the 3rd visit following consultancies in September 2005 and June 2008. Despite some senior Management changes the hotel is doing well and Housekeeping continues to grow!  Liz helped settle in the newly promoted EAM Rooms who recently transferred from F&B. Liz and the Langham Rooms team had a chance to get a sneak peak at the newly opened Hullet House Hotel – spectacular 10 suites property just next door…

Glowing words for Agnes

As you all know, L&A associate Agnes Zlotek Petit in Bali has spent regular training sessions at Hard Rock, Bali Dynasty and the Nikko, The final training sessions have now been delivered and Agnes received this glowing reference. Check it out!

It is with utmost pleasure that I write this letter of reference for Agnes Zlotek Petit of Lycette and Associates for the consultancy, training and overall development goals provided for the Housekeeping and Laundry Departments.

The initial audits of the operations were conducted in a professional and thorough manner, identifying challenges, areas of improvement and staff / departmental needs. A comprehensive report and review of the Housekeeping and Laundry operations was provided and potential action plans prepared for implementation.

Agnes conducted twice weekly operational visits over a 3 month period, developing a detailed inspection report and evaluating all of the housekeeping room attendants to determine their performance base level, identifying training needs and direction, which could be administered by the Housekeeping Management. Detailed reports were provided after each visit, with updated performance scores / appraisals and development plan.

Guestroom audit scores have improved amongst all individuals, also leading to improved team moral and productivity. Overall room cleanliness and comfort ratings have improved in all Guest Satisfaction and Experience surveys and matrixes to the highest results in 11 years of operation.

I would like to thank Agnes Petit and Lycette and Associates for the invaluable audits and training they have provided at Hard Rock Hotel Bali and I would highly recommend their services to any hotel operation be it a new property, existing operation or refurbishment.

Darryl Marsden, General Manager
Hard Rock Hotel, Bali