Housekeeping Management Consulting
Monthly Archives: March 2011
Follow up housekeeping review for Hong Kong’s Disney Hotels
Liz & Janine join the Disney Housekeeping Team for morning warm up.
While in the neighbourhood in Macau and travelling via Hong Kong Lycette & Associates took the opportunity to do a scheduled follow up on a previous Disney assignment, the two hotels, Disneyland and Hollywood at the Disneyland Resort in Hong Kong.
After following through on some of the recommendations on public area cleaning from the last visit, we are delighted to advise that the Disneyland Hotel is making a 9% saving in the annual costs of Public Area cleaning with no effect on quality or the end results. This is a substantial saving and needless to say the Hotel Management are very happy!
On this visit, there was a total review of the housekeeping organisational structure within both hotels. We also focussed on training and quality control for the guest rooms. The 2 hotels are about the morning warm-up and stretches. Liz and Janine joined the staff in the garden for the warm up exercises.
During our stay, we did bump into some very special guests and big hugs were shared all around!
Janine demonstrates concept of a pull out extra bed in the new mock up room!
Janine wishing for a yellow car
Janine and Danny with a Mickey ring
Liz bumped into a special guest
Janine having fun with Mini
Completion of Galaxy Macau Project
The L&A Training Team
Lycette & Associates have completed the Galaxy Macau pre-opening training project which began 8th January 2011. Mandy, Eva, Jenny, Gary and Janine were part of the six-person L&A team who trained 172 Room Attendants from Galaxy Macau and 76 Housekeeping staff from Hotel Okura Macau including 18 Supervisors.
Over the course of the project, L&A delivered theory and practical Housekeeping training to groups of up to 50 trainees. Each group undertook a 10-day training period, which included a half day of theory training followed by half day of practical training.
As part of the practical training hotel rooms of different configurations were used to conduct the training. This training included managing the delivery of the essentials for bed making, bathroom cleaning, guest amenities restocking, trolley and caddy set ups and turndown.
L&A used a variety of training strategies including interactive, hands on, visual and fun theory training to keep the trainees involved and constantly learning. Each group was assessed through theory exams and practical tests.
The training team handled the day-to-day training with passion and energy, they tackled each training session and task tenaciously, using their extensive housekeeping experience and strong technical knowledge to achieve great results in a short period of time. L&A had to train a wide range of trainees from the very experienced to those who had never stepped into a hotel before. L&A also worked with trainees from varied cultural backgrounds and age groups.
Playing games in the training
Graduation day for Hotel Okura team
Interview with Jean Chen, Executive Housekeeper – Four Seasons Macau
Jean Chen is the Executive Housekeeper at the Four Seasons Macau, which opened its doors in August 2008. In that same year Jean was transferred from Four Seasons Shanghai for the opening of the Four Seasons in Macau and to take on the role as Executive Housekeeper there. The hotel has 360 rooms, 84 suites and 2 presidential suites. While in Macau Lycette & Associates caught up with Jean for a Q&A session, by Liz Lycette
Q. What is your cultural background?
A. I am Malaysian Chinese
Q. Where were you born and where did you grow up?
A. I was born in Penang, West Malaysia
Q. What was your career path to date?
A. I discovered Housekeeping by “accident” when I took a job as a Supervisor with an new hotel opening in Penang after I left high school whilst waiting to go to college in Switzerland…I have been in Housekeeping for 27 years since. I started out in Purchasing actually.
Have worked for the Hyatt for about 8 years, Consulting for hotel openings/refurbishments in Karachi, Pakistan, Hsinchu in Taiwan, Beaufort in Singapore, Mines Resort City in Kuala Lumpur, Cititel in Kuala Lumpur, I also worked as Projects Assistant at the Regent in Jakarta and spent around 11years to date with the Four Seasons Hotels and Resorts.
Q. What was your first role as executive housekeeper?
A. My first role as EHK was with the Hyatt Kuantan in Malaysia, 1.5 years after joining them as AEHK.
Q. What challenges did this bring?
A. Honestly found it a bit overwhelming at first as I had to learn how to do the budgets, cope with renovations and an ageing laundry plant that had daily machinery breakdowns, handling people besides your own staff dealing with different ego’s and characters in the workplace. It was not something you learn at school or out of a text book.
Q. What are your current job responsibilities at Four Seasons Macau?
A. Oversee both Housekeeping & Guest Laundry department operations, supervise, train & develop people, initiate improvement plans for guest services, cost control,systems,uniforms & linens inventories and purchases, work safety procedures to name a few and execute high maintenance standards for the property in terms of cleanliness…in a nutshell
Q. How many staff are you responsible for? and what areas are you responsible for?
A. I am currently responsible for 120 Housekeeping & Laundry staff as well as the soon to be opened FS Residence Apartments. I have an international team from all over Asia namely Philippines, Myanmar, Mumbai, Sri Lanka, Vietnam, Hong Kong, Shanghai to name a few.
Q. What would your typical day be like?
A. Start at 7.30am; meet with my Overnight shift Laundry staff & Houseman. Discuss any overnight operational challenges if any – normally around 15- 20 mins. Do a walkabout for Public areas and meet with the contractor if there are any maintenance issues or projects not properly executed or completed, inspect guest rooms and guest room areas, plan purchases, review laundry production reports, productivity reports, follow up with Engineering on outstanding issues, meet with Managers and supervisors for a morning briefing and evening de-brief, check on next day’s arrivals and work with Room’s Controller on room blockings and last but not least catch up with outstanding paperwork at end of the day…
Q. What are your top three challenges this week?
A. 1) Meet with external laundry on bathroom linen finishing, completing uniform replacement plan for this year and see if it is in line with the budget.
2) Clearing outstanding annual leave for the Room Attendants and Supervisors from 2010.
Q. How did you choose those managers under you? What criteria?
A. Select the right people do not settle for what is in front of you…the time invested to wait for the right candidate is worth it. Less stress on yourself. They must have a willingness to learn, must be hands on and most importantly good attitude with an open mind towards change.
Q. As an expat what advantages and disadvantages does this bring to your role?
A. Advantages – you learn to be creative in tailoring the way things are to be done and to suit the environment you are in. The only disadvantage is probably in the beginning when you struggle to learn the language and at least understand the basics. A great personal advantage is, you get to travel, see the world and widen your social circle.
Q. How do you manage moving from country to country? How do you deal with different cultures?
A. Go with the flow…it must be a country that you can somehow picture yourself living in. I strongly believe that you must be humble to want to learn about the people and show genuine respect regardless of how different they do things from you.
Q. What are your top 3 tips for success in Housekeeping Management?
A. Be willing to be hand’s on when the situation requires to – walk the talk
- Listen without prejudice
- Keep yourself up to date at all times whether it is technology, new processes, trends etc- don’t be afraid to share ideas with your counterparts/colleagues in the industry- you have nothing to lose.
Q. If you had to do it all over again what would you do differently?
A. I took a year off work in between my stints…I would have used a part of that time to hone in on my public speaking skills which is not something we Asians are quite comfortable with. I was lucky to be able to work in Australia and had to learn this the hard way. I learnt public speaking at Toastmasters … many a red face and blushes years later…. as we say in Malaysia. ”now no problemla”!
Q. What advice would you give someone starting out in housekeeping?
A. Learn the basics/fundamentals of housekeeping well, it will take you a long way.
Q. How about your personal life? How do you balance work and home life?
A. My family is scattered around the globe, so we get together once a year if we can for a vacation. I do not believe in “face time“ when I see that I have completed all that needs to be done for the day – I go home. “Face time” in Asian working society means you do not leave before your bosses do, hence giving “face” to your bosses.
Q. What do you do for fun?
A. Travel, yoga and cook for friends…
Q. How do you think housekeeping management has changed since you started?
A. To start with you have to be computer savvy as productivity these days can be easily measured as well as efficiency, all is controlled through electronic processes, you need to know and understand your numbers. How your department’s expenses affect the room’s retention and bottom line. The DOHK is now more involved in decision making processes during set-ups on room’s operations. In fact in some companies, the DOHK’s are part of the Planning Committee team involved in the hotel’s decision making processes.
However, there are still a lot of hotel companies who place Housekeeping Managers on the back burners and only remember them when it comes to getting something cleaned.
An invitation from PHAN
Liz and members of PHAN committee
The PHAN committee invited Liz earlier this month for a catch up and dinner at the Menzies Hotel. An important exchange of ideas and making PHAN members aware of the special offer extended to them to enrol in the online Finance for Housekeeping Managers course. It was lovely to see everyone.
NEW DVD – Occupational Health & Safety for housekeeping staff
Chemical safety
In collaboration with elearning products Lycette & Associates is now able to offer Housekeeping Departments around the world a NEW DVD for housekeeping staff.
This Occupational Health & Safety DVD is an Australian made product, which has been designed to assist hotels by providing essential best practice training for Room Attendants. The topics include manual handling, bathroom safety, sharps & syringes, electrical safety, biological hazards including disposal of syringes, chemical safety and includes all the steps in stripping and making beds. Last it has suggested warm up exercises and stretches before starting work.
Occupational Health & Safety for housekeeping staff lasts 20 minutes; each topic can be played on its own. This can be a very helpful tool for morning briefings with a focus on one area of concern and the correct action to take.
This DVD is an excellent introduction for newly appointed team members learning about safe work practices.
The cost is US$200 (Australian GST 10% – will be added where this is applicable)
For more information and to purchase a DVD contact Josephine email: josephine@lycetteandassociates.com
Safe bed making practices
Slips, trips and falls
Sharps
Ariane presents Housekeeping Management Skills Programme in Sydney and Melbourne
Course participants with their certificates
Earlier this month Lycette & Associates’ Senior Consultant Ariane Lellmann presented the Housekeeping Management Skills Programme, first in Sydney and then in Melbourne. Next month she will present a 3rd and last course in this series at Queensland’s Gold Coast.
Sydney’s participants came from all over Sydney and regional areas of NSW and in Melbourne, the inner city as well as outer Melbourne. They came with a variety of experience and properties. The professional housekeepers associations of both states, PHAN and PEHN helped promote the event.
L&A designed the Housekeeping Management Skills Programme to improve the performance of housekeeping staff by targeting two major areas of operation:
- People management – increase staff retention, effective leadership skills, personnel management and development
- Product management – achieve and maintain consistency in presentation standards and property upkeep
Participants learned about the importance of staff management through updated job descriptions, interviewing skills, adult learning principles and staff training, Tips on how to create a practical training manual were discussed at length with many examples. Another area that is often neglected is poor performance; how does one address poor performance, make improvements and how do you measure this gave the attendees lots to think about. The course finished up with Quality Control and Best practice sharing. Handouts, practical work templates and role-play supported the theory Ariane presented.
In Sydney, Executive Housekeeper, Grace Esogon, welcomed participants to the Sydney Harbour Marriott and the course. She also organised for the party to view some of the newly refurbished rooms and a tour of the back of house area. We thank Grace for her support and a most interesting tour.
The jam packed 2 days came to an end too quickly. All members came away with individual action plans and practical skills to implement back at work.
For more information on housekeeping courses and training visit www.lycetteandassociates.com or email info@lycetteandassociates.com
Sydney and Melbourne course photos
News from SEQPHA – Q1 2011
SEQPHA, the South East Queensland Professional Housekeepers Association has had a busy few months with multiple events this last quarter.
The koala SEQPHA sponsors at Currumbin Wildlife Sanctuary, Tallow lost her baby, but the good news is that Tallow is pregnant again. The baby is the size of a jellybean and will be 6 months before she comes out of her mother’s pouch.
Leeanne Schultz from Sewroo, will be running in the London Marathon in April for the National Heart Foundation and she is trying to raise $10,000. SEQPHA gave her a cheque for $500 to put towards this goal. Leeanne thanked the SEQPHA for its donation of $500 at the SEQPHA Sofitel Breakfast and with all the raffle tickets sold SEQPHA raised another $500 towards her goal of $10,000.00!
A fundraising event was held at Centrepoint Health Club with Raw Boxing and Zumba Class before a Heart Healthy BBQ lunch and then the raffle draw. Mardi Shennan from A H Beard had donated a queen ensemble to raffle, which has helped Leanne immensely to raise those dollars. Julie Febey from Sewroo Products (Ironing Board Covers and Laundry Products) won the bed. Melissa Bent won a Sewroo pack, with a lovely ironing board cover, a peg bag and wash bag, and Mardi also won a $100 voucher to Moo Moos Wine Bar and Steakhouse
The next event on the SEQPHA calendar is the Easter Breakfast at the Holiday Inn Surfers, Wednesday the 13th of April starting at 7am
SEQPHA supports the L&A’s 2 day Housekeeping Management Skill’s course at the Radisson Gold Coast Resort on 13 and 14 April.
The Race Day Saturday is planned for 14 May. This year it will include a Fashion Parade by Mellrose and lucky door prizes, which include a chance to watch the horses jump from the Barrier, a Directors Lounge Experience including a photograph with the winning horse and drinks with the winning connections. Last SEQPHA will receive 2 gate/members tickets for each guest as well as those great Raffle prizes.
Last put this date into your diaries, the SEQPHA Trade Show is on again! At the Hyatt Sanctuary Cove, The Grange on Wednesday the 21st September. Don’t miss this annual event. More detailed information to come.
For more information on SEQPHA contact Melissa Bent, Treasurer SEQPHA email: melcoronet@iprimus.com.au or Mob: 0466 915 341
The Raffle draw
The Raffle draw
Honours for E-learning Innovations projects
Ariane Lellmann and Ann Brady
By: Hayley Beck, Australian Flexible Learning Framework
The Learning Impact Awards (LIA2011) was a very successful event not only due to the interesting speakers and overwhelming LIA entrants but as commented by Rob Abel (CEO of IMS Global) due to the ‘outstanding quality of LIA entrants’ which made it very difficult for the judges to decide on award allocations.
Following is a list of the successful awards recipients:
* Winner: Mathletics (3P Learning Pty Ltd)
* Ist runner-up: Diving Supervisors and Chamber Supervisor Training* 2nd runner-up: Redefining ‘Class’ (Wanganui Park Secondary College) * Encouragement Award: Finance for Housekeepers (Lycette & Associates/Balfour College)* Encouragement Award: Remote Access Laboratory (USQ)
* Encouragement Award: BlogED (NSW Department of Education and Training (DET)
* Encouragement Award: Deloitte Leadership Academy (Deloitte)* People’s Choice: Tri-Border Attendance Strategy (Department of Education, WA)
Two innovative e-learning projects, funded and supported by the Australian Flexible Learning Framework (Framework) were among the recipients. The awards, which recognise outstanding applications of technology to support education and learning, were held in Melbourne on 24 February 2011. ‘Diving into mobile learning’ was named runner-up of the Learning Impact Award and ‘Hospitalit-e’ received an Encouragement Award.
Diving into mobile learning
In 2010, the Australian Diver Accreditation Scheme (ADAS) partnered with the NSW Public Safety Diving unit, to ensure public safety divers stayed up-to-date with industry standards and occupational health and safety legislation. Public safety dive teams, attached to the police, navy and army, face some of the most difficult and demanding scenarios of any rescue group. They typically dive in low-visibility or even black-out conditions, racing to save a life or methodically searching the bottom for evidence. The project used the Moodle learning management system (LMS) and mobile technologies such as netbooks and smartphones to provide learners with just-in-time information in the field. An offline version of the LMS (Poodle) was also created to provide information, resources and training materials to current and past ADAS learners.
Hospitalit-E
In 2010, Balfour College, working with Lycette & Associates, needed to address a skills gap identified where housekeepers working in resorts, hotels, aged care facilities and hospitals are often responsible for maintaining budgets, sometimes worth millions of dollars. Housekeepers tend to be recruited internally and learn on-the-job rather than through formal qualifications. Using Moodle and creating learning objects with Adobe Captivate, the project team devised an online learning program for three units of competency in finance. Assessment was carried out through online and work-based tasks.
Both projects were funded and supported by the Framework’s E-learning Innovations business activity. The ADAS project will now progress to the international IMS Global Learning Impact Awards, taking place in Long Beach California on 16-19 May 2011.
Last Chance to Register: Housekeeping Management Skills Course – Gold Coast 16/17March
Improve performance
Lycette & Associates is an experienced Housekeeping Consulting and Training company passionate about Hotel Housekeeping and Housekeeper training. This month L&A is running a series of training programs in Australia. The course has been designed to improve the performance of housekeeping staff by targeting two critical areas of operation:
- People – staff retention, leadership skills, personnel management and development
- Product - consistency, standards, quality and best practice.
The Gold Coast course will start on Wednesday 16 March. The course will be held at The Radissson Gold Coast. Each workshop day runs from 09.00 – 17.00, with 1 hour for lunch which is provided. There are 3 workshops over 2 day! The cost is AUD$550.00 + GST
There are still some places available, don’t miss out! Book now! Register online or contact Josephine for more information.
Gold Coast 16/17 March 2011
Radisson Resort Gold Coast
Palm Meadows Drive
Carrara, QLD 4211
Textile Shortages – Potential Implications For Hotels
Linen Room
By Brian Bensman
Some have referred to cotton as the new “white gold.” And with cotton prices nearly doubling over the past year—to their highest levels since cotton pricing began being tracked as a commodity—it’s no surprise. Several factors have influenced this price surge, including severe weather patterns, oil prices, trade restrictions, stockpiling, a global recession and emerging markets.
With little change expected in the foreseeable future, experts predict that the rise in costs will have a direct impact on consumers. Additionally, the increase in cotton prices has begun impacting pricing for other common raw materials such as polyester.
Rising cotton prices can impact several areas of procurement within a hotel operation, including employee apparel, bed linens, towels and items used to clean the facility such as cloths and mops.
By being mindful of this situation, hoteliers can prepare and limit its impact by offsetting costs in other areas of the operation.
Less Supply
Much of the current cotton situation can be reduced to the simple economics of supply and demand. China, India, Pakistan and the U.S. remain the four largest producers of the world’s cotton supply. In an industry that many economists claimed to have “bottomed out” in recent years, the global demand for cotton has increased while the supply has steadily decreased. In fact, reports indicate that in 2009, worldwide cotton production was the smallest since 2003. Unforeseen variables such as severe weather have contributed to this shortage.
Last year, China, the world’s largest cotton producer, experienced heavy rains in much of its cotton-producing regions, preventing machinery from harvesting the crop. In addition, some of its provinces including Gansu, Shandong, Hebei and Henan were hit with heavy snowfall and frost, further reducing expected yields. According to the Wall Street Journal, Some cotton producers in the country are also withholding supply, waiting for higher pricing to compensate for higher labor and fertilizer costs, up 20 percent in the past year (Jan. 29, 2011). The total amount being withheld could account for as much as nine percent of the world’s cotton supply.
Heavy flooding was also the culprit in Pakistan, ruining 25 to 40 percent of the normal yield. These countries have also signed agreements, enabling China to source much of their supply from Pakistan, promoting further price increases.
While the U.S. is also typically a large cotton producer, supply has been affected by higher government subsidies to produce other consumable goods such as corn and soybeans. While the U.S. exports more than 80 percent of its cotton, experts project that in 2011 many U.S. farmers will resume cotton production, according to a January 2011 report in The Modesto Bee. This will be particularly beneficial in areas such as California where planting had fallen to a new low of 200,000 acres two years ago from 1.6 million acres in 1979. It is anticipated that farmers will grow at least 400,000 acres in the upcoming year. This yield increase is only a drop in the bucket for what will be needed to keep up with current market demands.
More Demand…
Within the past few years, China has experienced unprecedented economic growth which has resulted in lower unemployment. Due to the high demand for qualified labor, cotton factories and mills are forced to pay premium wages for a traditionally low paying workforce—a cost which is passed along to customers. Menswear Magazine reports that wage levels in the critical Pearl River Delta area increased by an average of 17 percent in the first six months of 2010. This influx of workers has also placed a greater demand on the cotton supply due to the increase in uniforms and other recreational apparel such as t-shirts and jeans.
Cotton Incorporated’s “Supply Chain Insights” newsletter also attributes an earlier-than-expected resurgence from the recession in the U.S. as another contributor to increased demand in its June 2010 special edition.
“…Recovery from the recession has largely been stronger and sooner than expected, causing retailers to compete for the manufacturing capacity to replenish their inventories in the face of growing consumer demand.”
The growing gap between supply and demand has resulted in cotton prices reaching their all time high. Some reports show that cotton prices went from 84 cents a pound in July 2010 to a high $1.50/lb. in November. At the beginning of February, the price was around $1.61/lb.
The Oil Impact
Textiles are just one area that will feel an impact from the rising costs of oil. With crude oil barrel costs at a high during the start of 2011, experts have forecasted prices will continue to escalate due to increased demand from developing nations, according to the Washington Times. Because the U.S. imports many of its textiles, the price of oil will further impact product costs due to higher transportation expenses. In addition, because oil is used in many facets of the production process, higher oil costs will also impact direct costs associated with producing goods. Ultimately, this translates into higher costs for the buyers.
The Truth about Polyester
To avoid price increases, some organizations are considering switching to polyester-based products. While this may seem like an easy solution, it is one that will unfortunately have similar cost implications. The rise in cotton prices has created an increase in demand for polyester. Capitalizing on the opportunity, polyester manufacturers have escalated prices by as much as 20 to 25 percent, according to an October 2011 Wall Street Journal report. This increase has also been driven by the rise in oil prices.
“It’s a chain reaction,” said Alper Ensari, an account executive for a major polyester fiber manufacturer.
What It All Means
While experts have conflicting opinions on how much the rise in costs will impact customers, they all agree that it will inevitably result in price increases for end users. Hoteliers can expect to see price increases for many items requiring textiles such as employee apparel programs and guest linens. Due to the uncertainty of market conditions and continued expectation for increased demand throughout emerging markets such as China and India, it’s projected that some of these price increases are here to stay. Increases will also impact the prices for consumer clothing such as jeans, t-shirts, socks and other apparel.
Tips for Offsetting Increases
There are several considerations hoteliers should take into account which could help offset textile related price increases throughout their property. For example, for employees whose apparel program consists of suiting consider using suits that can be laundered at home. This will help avoid dry cleaning expenses. Another option for staff members who work in high soil environments is to utilize a uniform rental program rather than purchasing their apparel. A rental program allows costs to be spread out on a weekly basis rather than incurring substantial up-front costs.
Postponing expenses in other areas of the operation is another way hoteliers can help limit the impact of increases in textile costs. For example it may be necessary to delay a planned capital investment for a particular guest amenity. Simply being knowledgeable of the current global textile environment will help hoteliers plan accordingly and make wise business decisions
Survival of the Fittest
Unfortunately, many smaller suppliers haven’t been able to withstand the fluctuating market prices and have subsequently been forced out of business. This is a trend that is expected to continue as the market faces further uncertainty. By using large financially stable vendors with more purchasing power, hoteliers can ensure the consistency of their product while securing the best pricing available.
The hospitality industry has faced greater adversity over recent years. Having survived much larger threats recently, the hospitality industry will no doubt weather the storm of the current textile environment. However, it is extremely important to prepare the business and evaluate supply chain resources so the overall quality of the guest experience is not affected.
About Brian Bensman
Brian Bensman is a Senior Director of Global Production and Purchasing for Cintas Corporation. He has responsibility for all points of Cintas supplier spend for both direct spend (products brought into Cintas Distribution Network) and in-direct spend (managed through buying agreements for Cintas’ 400 locations nationally). Brian has been with Cintas for 10 years and has a total of 15 years as a Supply Chain professional.
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