Monthly Archives: November 2010

Rotana workshop for Housekeeping Managers

Centralised Guest Supplies

Early this year L&A ran a one day workshop for Rotana and this month was back to conduct a 2^nd workshop for the group’s Assistant Directors of Housekeeping at Khalidiya Palace Rayhaan, Abu Dhabi. More then 20 Housekeeping Managers from the region spent a day learning tools and techniques to ensure quality in Housekeeping while controlling costs.

This workshop was a follow up to the first one held in January of 2010. It was great to see the participants had incorporated a lot of the initial suggestions into their departmental operations. Participants explained how they had used delegation very successfully to motivate their teams and to undertake special projects.

The highlight of the November session was the sharing of housekeeping best practice where the Housekeepers presented their ideas from each property. Some clever initiatives included; staff performance logbooks, SOP’s in photo format, including the whole sequence of cleaning the guest rooms; centralised guest supplies and recycling of guest amenities to a local charity.

For more information on workshops especially designed for your property, incorporating company specific policies and procedures contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

About Rotana Hotels
Operating across 12 countries and 23 cities, Rotana reinforces its leading position in the Middle East and North Africa with a portfolio of over 67 properties.

The Rotana Housekeepers

Professional Housekeepers Group UAE

While on assignment in the UAE earlier this month, Liz Lycette, Principal and senior consultant of Lycette & Associates had the opportunity to meet up with Housekeepers from the Professional Housekeepers Group UAE. Tatjana Ahmed is the networks President and Executive Housekeeper at the 674 and 186 apartments Grand Hyatt Hotel and recipient of the Housekeeper of the year award 2010. Tatjana was keen to hear about the successful NSW/PHAN Housekeeping Olympics and is planning a similar event for Dubai in December this year.

Liz also met with Josephine Wallis, the Executive Housekeeper of Burj Al Arab, Jennifer Moussi at the Dubai Festival City Intercontinental Complex and Una Lydon the Executive Housekeeper of Jumeirah Beach Hotel. it was great to share ideas of best practice, innovations and gain insights into housekeeping in UAE.

Tatjana Ahmed and Liz Lycette at the Grand Hyatt Dubai

Outsourcing housekeeping an interesting alternative – Park Regis Kris Kin Hotel Dubai

Housekeeping Team warming up

Housekeeping is an essential component of the guest experience and plays a major role in the overall hotel operations. Outsourcing this service can have an immense effect on guest satisfaction as well as housekeeping efficiency and effectiveness. Of course it is a strategic business decision to outsource or not, complete or top up, but the desired outcome remains unchanged.

In the case of our most recent assignment, the 400 room Park Regis Kris Kin Hotel, a part of the Park Regis hotel group, has contracted all housekeeping services to M5, also know as Metro Maintenance. All staff, the Executive Housekeeper, Supervisors, Public Area teams, Room Attendants, Uniform and Linen Room staff are all employed by the agency. This is a first for Dubai!

L&A pre-opening support, training and assistance does not change when dealing with an agency and quality is always paramount. Our projects include preparation of manuals, policies and procedures, establishment of standards and training of all housekeeping staff. Extra attention was given to the use of microfibre cleaning technology for rooms and public areas from the Rubbermaid Hygen series, now available in Dubai.

Roland Punzl, the Executive Housekeeper has come to Dubai from the Sydney Metro operations and brings with him his extensive housekeeping experience and enormous enthusiasm. He heads the multi-cultural team including staff from Nepal, Philippines and India and has systems in place to ensure great training and quality control standards for the Hotel.

The hotel opening early November was a great success.

For more information on Pre-opening Support or Outsourcing your housekeeping services contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

A typical room

L&A Housekeeping Management Consulting sponsors IHG bed making competition

winner Jeab Solomon

Lycette & Associates, in conjunction with Optii Solutions, was proud to sponsor the IHG Bed Making competition held in Sydney recently! All participating IHG hotels battled it out to see who was the fastest, most accomplished bed-maker. It was a fun event.

Congratulations to Jeab Solomon from the Crowne Plaza Darling Harbour who was the 2010 winner!

For more information regarding the L&A housekeeping consulting services please contact Liz Lycette on liz@lycetteandassociates.com or visit our site www.lycetteandassociates.com

For more information on Optii Solotions, a leading provider of housekeeping software contact sales@optiisolutions.com or visit www.optiisolutions.com

The teams in action

Housekeeping Management take note: A quality new service to clean hotel curtains!

curtain cleaning in progress

Meike Hofemann-Zhang, our Housekeeping Consultant and Associate in Europe was recently on assignment in Berlin and fortunate enough to be present at a curtain cleaning demonstration by Hoever, an innovative curtain cleaning specialist with a difference. It may not suit every hotel or every fabric, but it impressed our Consultant Ms Hofemann-Zhang, who thought it to be a cost effective alternative for hotels requiring curtain cleaning both in the guest rooms and public areas.

Traditionally, Housekeeping staff have to unhook heavy drapes or curtains, remove the hooks and send the curtains away for an expensive dry washing process. When returned the curtains need to have hooks replaced, and the curtains need to be rehung, this is usually the following day. This whole laborious process often involves a loss of room revenue overnight, high labour costs for the housekeeping staff involved as well as expensive dry cleaning fees.

curtains being cleaned

The new system developed by Hoever in Germany allows heavy drapes and curtains to be cleaned in situ without removing them at all!

The demonstration took place in a hotel room at one of Berlin’s leading 5 Star Hotels. Before starting the washing process, curtains were spot cleaned and the heavy curtains and blackout curtains were separated. A showerhead was then placed between the rail and the curtain and a hose was then connected to the whole system. The curtain, showerhead and hose were wrapped in a purpose-made plastic sleeve which was then submerged into the recovery tank and then connected to a pump.

The washing process starts when the pump is turned on, injecting water and detergent through the showerhead at the top of the curtains creating a rinsing action with the soiled water dropping into the recovery tank.

This washing process only takes 15 to 20 minutes with an additional 5 minutes for the rinsing process. Once completed, the curtains were left to dry in front of the window with flat recovery trays underneath to collect any excess water.

The result was excellent; quick, clean and pleasant smelling curtains with no wrinkles! The guest room could be released to sell to an incoming guest the same day if needed. Very effective!

For more information on the curtain cleaning system at Hoever contact Norbert W. Möller on moeller@hoever.com

or visit www.hoever.com

For more information on Lycette & Associates consulting  services contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

workers in action

spot cleaning

washing & drying

Venetian Macau participates in International Housekeeping Week

Another year….another reason to celebrate……

At the Venetian Macao Resort Hotel, the theme for the International Housekeeping Week this year was “We are proud of who we are”.

The opening ceremony commenced with a performance by some talented team members in the Housekeeping Department who put up a song and dance followed by the ribbon cutting ceremony by the Vice President of Hotel Operations, Mr. Mark McWhinnie and Paiza Executive Manager, Charles Ratnasingam to launch the week long celebration. Immediately after the launch all guests and Housekeeping team members were invited to tour the famous Housekeeping Hall of fame corridor to view the memorable moments captured on picture of the team in action through out the year.

Ribbon Cutting Ceremony

Some of the activities carried out during the week long celebration were lucky draws with attractive prices ranging from free suite stays, F&B vouchers worth MOP $500, hand phones and electrical goods.

There were also games that the team members participated in such as Tug of War, Watermelon eating competition. Pass the Ping Pong Ball and etc. Team Members were also treated to cookies on Cookies Day.

On the final day of the celebration, the Housekeeping mini float parade was held, which was copied from the Pasadena Rose Bowl Float Parade. In this judged event with the theme of “Let’s Recycle”, participating teams from all sections in Housekeeping Department using all their skills, creativity and resources to design and decorate their magnificent floats using recycled items only. The floats were paraded in front of a group of judges who voted for the best top 5 floats. The winners were then presented with trophies and certificates of participation.

Corridor Hall of Fame

Float

Float

Fun boat trip to Lamma Island

HK Alumni Chapter

While in Hong Kong last September Liz Lycette, Stammlady for Australia (Ecole Hotelière de Lausanne Alumni co-ordinator) had the opportunity to meet up with the Hong Kong Alumni Chapter. It is always nice when the Stamm from different Chapters can get together and exchange ideas.

The HK Alumni Chapter organised a boat trip and sailed to Lamma Island. A delicious and authentic seafood dinner was served at “Fu Kee” restaurant.  More than 20 Alumni joined, including 3 stagiaires. Yves Thoma, the Hong Kong Stammvater, hosted a very enjoyable evening along with the help of Mandy Ho, secretary.

For more information on the Stamm in Australia contact Liz Lycette on liz@lycetteandassociates.com

Hotels opening in Macau 2011

Cotai Strip

Galaxy
Galaxy Macau is a resort located on the Cotai Strip. It costs HK$14.1 billion to build and is currently being developed by Galaxy Entertainment Group. It is scheduled to open in the first quarter of 2011. Construction on the Cotai project began in 2002, but its opening has since then been rescheduled several times. When the Cotai project’s first phase opens in 2011, the 550,000-square-metre property will offer around 2,200 hotel rooms comprising the 1,500-room Galaxy Macau hotel tower complete with casino and entertainment areas, as well as two hotel partners, the Japanese-owned 410-room Okura Hotel and the Singapore-operated Banyan Tree Hotel that will have 254 suites.

Sands Corporation opening St Regis, Sheraton, Shangri-La and InterContinental

Shangri-la
Shangri-La Hotels and Resorts, Asia Pacific’s leading luxury hotel group, announces that the construction of the Shangri-La Hotel, Macau and the Traders Hotel, Macau has been resumed and both hotels will open in the second half of 2011. The 638-room Shangri-La hotel and 1,223-room Traders hotel will occupy a 40-storey building, designed by leading US and Asia architects and designers. A full range of facilities and services will cater to both convention and leisure travelers to the city.  The tower will include a casino, theatre, entertainment facilities and large retail shopping mall, none of which will be operated by Shangri-La.

Sheraton Macao opening November 01
Sheraton Macao Hotel is an incomplete hotel that was being built in the Cotai Strip in Macau. The hotel was funded by Las Vegas Sands and would have been managed by Starwood Hotels & Resorts Worldwide. Construction was halted halfway through in 2008, following the world economic collapse. In July 2010 construction resumed for a June-November 2011 opening.  Accommodation: 4,067 guestrooms, including standard rooms, suites and tower rooms, Total meeting space 25,215 sqm.  Other facilities: 2 Health club, 1 Spa, 3 outdoor swimming pools, 7 restaurants and lounges,  2 levels of retail Dining and entertainment options within Cotai,  1,600 seat entertainment theatre

St. Regis Macao
St. Regis Macao is one of the hotel projects in the Cotai Strip in Macao. The hotel is funded by Las Vegas Sands and managed by Starwood Hotels & Resorts Worldwide. Accommodation 439 guest rooms 300 residences with total meeting space 321 sqm, other facilities, Health club, Remede Spa, 2 outdoor swimming pools, 2 restaurants and lounges, 2 levels of retail, numerous dining and entertainment options within Cotai and a 1,600 seat entertainment theatre.

InterContinental
Sands and IHG have also done a deal in Macau for an InterContinental and a Holiday Inn. But construction will not begin until Sands’ current Macau project is up and running. The first phase of those sites is still expected to open in late 2011.

A Presentation in Macau – Staff Productivity Management in Housekeeping

On 29 September 2010, 30 Housekeepers joined staff from the IFT (Hotel School Macau) to attend the one-hour L&A Productivity in Housekeeping presentation. Those present included housekeepers from small boutique hotels to those responsible for up to 3000 rooms in casino operations. Particular interest was shown at the Optii Keeper housekeeping software, which is currently being used at Hard Rock Hotel and Crown Towers.

Liz had the opportunity to meet up with some of the original Opening team from Mandarin Oriental Macau. The team pictured below was part of the pre-opening team for the 438 room hotel which opened its doors in 1983. The original team members include from left to right:

Some members of the original Excelsior Macau Opening Team 1983

Betty Chon, Executive Housekeeper Grand Lapa (originally Mandarin Oriental Macau)

Raymond Chan Meng Loi, joined the Mandarin Oriental Macau before Macau Excelsior on 15 March 1984 as a Sr. laundry worker. He was promoted as a Linen Room

Supervisor on 04 June 1984, and now the Laundry Manager in IFT, mainly, in charge of the student practicum in Laundry

Kurma Mac Seac Kuong, opening team of Excelsior Hotel Macau, Supervisor– Concierge Department and now Instructor of IFT

Liz Lycette, opening team and Executive Housekeeper, Excelsior Hotel Macau, now Principal of Lycette & Associates

Edwyn Tam Chi Fai,  opening team in 1983 and Captain of “The Grill” at Excelsior Macau, recently started at IFT as a consultant for F&B Courses

Candy Leung, (originally Room Attendant at MO Macau, now Executive Housekeeper Waldo Hotel)

For more information on Productivity Management in housekeeping or Pre-Opening Support please contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

Corporate Housekeeping goes to Hoi An

Laundry - Golden Sands Resort & Spa

Lycette & Associates continues its corporate housekeeping service for Swiss-Belhotel International with about one hotel per month coming under the loupe. Each hotel is unique with varying standards and with this program the hotel’s housekeeping service will all be brought into one line. While Agnes is mainly looking after all of the Indonesian hotels, Liz mainly travels to the Middle East and other parts of Asia.  In September it was the Swiss- Belhotel Golden Sands Resort’s turn. The hotel is situated in Hoi An near Danang in Central Vietnam.

The Hotel is 5 years old and has 212 rooms in operation. The restaurants a include Coffee Shop and Vietnamese Restaurant. There is also a ballroom, a gym, spa and swimming pool area with extensive gardens. The hotel mainly caters to tourists.

The Hotel was closed for 4 months late 2009 and early 2010 due to damage from a typhoon.  The new Executive Housekeeper Yen and her team have a busy time ahead, being right on the sea, where there are always maintenance issues to contend with, as well as lots of TLC to keep  the very large beautiful tropical gardens in order.

There is a new laundry being commissioned and relocation of some of the offices. The enthusiastic and hard working housekeeping team is working towards greater quality in housekeeping services and best practices.

If you like to know more about our Corporate Housekeeping Service please contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com