Monthly Archives: June 2011

London Presentation: Staff Productivity, Trends and Innovations in Housekeeping attracts a big audience

Liz Lycette presenting in London

Portfolio in conjunction with Lycette & Associates presented a popular address on housekeeping staff productivity, trends and innovations to over 50 Housekeepers and Senior London Hotel Managers on 17 May at Liberty House in Central London.

The 1 hour presentation gave attendees an overview of the importance of staff productivity management in Housekeeping including innovations and trends in the international housekeeping arena. The audience were shown the issues that affect productivity in Housekeeping and how they can be fixed or improved upon.

Liz touched on useful tools for the busy Housekeeper, discussed new technology and innovation in materials that have emerged and how this increases housekeeping efficiency and effectiveness with proven bottom line results.  This also included new developments in software and cleaning techniques.

With participants coming from London and beyond, from 3 star to 5 star operations, this was a great networking opportunity for the attendees to chat and share ideas on the challenges of operating an efficient housekeeping operation in the UK.

About Portfolio International

Portfolio is a market leader in the field of senior executive and management recruitment to the leisure and hospitality sectors.
With offices in London, Hong Kong and Shanghai the business delivers on middle and senior level assignment work throughout
the UK as well as in most locations worldwide.

The heart of Portfolio’s success lies in the depth of experience and longstanding track-record of it’s senior team and the specific sector knowledge and enthusiasm of its consultants. Leisure and Hospitality recruitment embraces a myriad of sub-sectors including:

Hotels
Sport & Leisure Contract Catering & Event Management
Entertainment Restaurant, Pubs & Bars Venues, Private Clubs & Business Centres Travel
FM Soft Services & Consulting

Each of Portfolio’s sectors comprises a team, led by a Director, with the capability of handling the most senior Executive Searches and Advertised campaigns in this marketplace as well as faster paced contingent solutions.

Every management recruitment assignment undertaken receives a highly personalised approach from a results-driven, success oriented and pro-active team who enjoy working in close partnership with clients. The business is supported by advanced recruitment software.

Portfolio is part of the PSD Group.

The audience at the Portfolio L&A presentation

UK Housekeeper Association meeting at the Mayfair Hotel in London

In May 2011, during a trip to UK Lycette & Associates was present at the UKHA monthly meeting at the Mayfair Hotel in Central London. A record 117 members attended and the evening started with a great cocktail party and networking opportunity. Prolet Gale, the Executive Housekeeper of the Hotel and her team, organized a show round of all the renovated rooms as an extra bonus!

In the May Fair’s luxurious private theatre, the group had 3 outstanding speakers. The first was the Mayfair’s Deputy General Manager, Michael Cheung who gave a preview of the Hotel and presented the 3D Kylie show! (Complete with everyone wearing 3D glasses)

The 2 nd presentation was CLEAN’S presentation on some of the implications to linen distribution and staffing over the eighty days of the London Olympics next summer.

Some quick facts and figures on the London Olympics!

The Olympic Games is the world’s biggest event and it will run in UK from 27 July until 12 August 2012.  203 countries will participate making up the 50,000 strong Olympic Family of 18,000 athletes and team officials, 22,000 media. A total of 9 million tickets will be sold. The Paralympic Games take place two weeks later from 29 August until 9 September 2012 with 170 countries participating including 10,000 Paralympic Family; 6,000 athletes and team officials and 4,000 media. 1.4 million tickets will be sold. There will be a 100,000 workforce including volunteers and 4 billion global audience

Road closures and restrictions will undoubtedly result in changes to delivery and collection times for linen, this could well result in disruption to normal/revised deliveries (traffic congestion) Flexibility, communication and co-operation between hotels and linen service providers will be crucial.

Staff Implications: at the Stratford Olympic Village there will be 16,000 athletes which = 16,000 beds and housekeeping requirements! There will be a huge demand for agency staff, casual staff and experienced staff.  So during London’s busiest period, staff will be at a premium

TSA Chief Executive Murray Simpson described the implications of the recent volatility in global commodity prices, particularly cotton. Murray works tirelessly on behalf of the industry, representing hotels at government level, and forging strong relationships with related associations like the UKHA and British Hospitality. For more in-formation on Murray and the TSA visit www.tsa-uk.org

CLEAN who was the major sponsor of the night, is one of the largest privately owned laundry and linen services company in the UK. The business was founded in 1886 and four Laundry plants – Maidenhead, Camberley, Reading and Banbury. CLEAN provides a full range of products and services from standard pooled linen rental to bespoke five star rental, and customers owned goods laundry. In addition our specialised workwear and cleanroom facility at Maidenhead offers full garment rental solutions with total traceability to both the pharmaceutical and food preparation industries.

CLEAN has recently invested £12m in a new laundry in Camberley which is claimed to be the most energy efficient laundry in Europe. www.cleanservices.co.uk

Interview with Sharmila Tandon – Director of Rooms, Mandarin Oriental New York

Sharmila Tandon

When Liz Lycette is anywhere on business or holiday she always takes the opportunity to get together with industry experts and housekeeping professionals. During a recent visit to New York, Liz was able to meet up with Sharmila Tandon, Director of Rooms at the 5 star luxury Mandarin Oriental New York in Central Manhattan. This centrally located 248-room hotel, high above Columbus Circle, opened in 2003. The rooms start at the 38th level up to the 54th level; all of the rooms have breathtaking views over Central Park and the Hudson River.

What is your cultural background and where were you born?

I was born in New Delhi, India and completed a Masters degree in English Literature before coming to New York in 1992.

What is your career path to date?

Upon my arrival in the US, I began an internship with a small hotel on the Eastside in New York. First in front of house, then back of house and I finished as a housekeeping office coordinator.

I was moved up through the ranks of Housekeeping there to the position of Director of Housekeeping. I then worked at Trump International as Director of Housekeeping and moved from there to take on the opening of the American flagship hotel for the Mandarin Oriental Hotel Group.

In 2008 I was promoted from Director of Housekeeping to Director of Rooms. There is currently no Director of Housekeeping; I oversee the Housekeeping Department with the help of an experienced and capable Assistant Director of Housekeeping & a strong team of Housekeeping Guest Floor Managers.

Where was your first role as Executive Housekeeper?

At the Tudor Hotel on the eastside, New York

What are your current responsibilities as Director of Rooms at Mandarin Oriental New York?

I am responsible for 175 staff in Housekeeping, Concierge, Bell Desk, Front Desk Guest Relations and PABX, 25 of my team members have a managerial or supervisory role.

What is your typical day like?

I begin my day at 8.30 am with a walk through of all Public areas. I print out all the reports from the night before to prepare for the morning’s operations meeting at 9.30am. A weekly meeting follows this being either  R&M or Revenue Management or Executive Committee meeting. We also review the daily arrivals and  VIPs highlighting any special requests and lists of preferences.

If time allows, I take a quick lunch in the staff cafeteria. Each afternoon we have VIP walk thrus of arriving guests. This is conducted with a representative from Front Office, Engineering & Housekeeping. Later in the afternoon, there are meetings and preparation work for the upcoming renovations.  So far 3 speciality suites have been renovated since the hotel opened. There are another 64 rooms due to be renovated in July and August of this year over an 8 week period.

I oversee all large purchases, while the office coordinator liaises with Purchasing for the regular weekly purchases; purchasing is all handled electronically as we are trying to be as paperless as possible.

During the day there are review meetings with the Engineer which also require joint decisions on Capex and FF&E requirements including issues for the renovations. This includes liaison for replacement of carpets and re upholstery.

The upkeep of the rooms to the highest possible standard is paramount so the Engineer runs an aggressive R&M programme where floors are taken out of inventory for a thorough maintenance review including full re-grouting, painting, marble polishing and steaming of mattresses & other furniture.

How do you choose those Managers under you?

They must have a really exceptional attitude, be personable and have a great interest for detailed housekeeping and the hotel industry.

As future housekeepers, they must have an eye for design, an understanding of finance, lots of initiative and have the right personality.

What are your 3 top tips for Success in Housekeeping Management?

An eye for detail and precision is a must

A level of creativity and an artistic flair – this is important for the creative aesthetics of the job such as floral; this is something which can’t be taught.

The absolute need to care for people. Being the leader of a large group of staff this is also essential.

If you had to do it all over again, what would you change?

I wouldn’t change much. The hotel business is very addictive and you must have a lot of passion and energy to work in it.

What advice would you give someone just starting out?

My advice would be to undertake lots of relevant courses and always be willing to learn more. Make sure you have an intrinsic understanding of the basics and develop an eye for detail. Be open to learn more from the competition, and to see what others are doing as this will help you have a clear understanding of the industry.

How about your personal life, how do you balance work and home?

I am lucky that I can switch off from work when I am home and concentrate on my young son – he is the number one priority in my life.

What do you do for fun?

We have a really active family life, we love playing sports in the parks including biking and roller blading. We are often out in the countryside hiking and being together with nature. We enjoy travelling and this allows all of us to see and appreciate different places & people

How has Housekeeping Management changed since you stated?

It hasn’t changed that much although it’s importance is definitely recognized more today. I feel GM’s are now more generally supportive and appreciative of their Housekeeping teams. They see the value of the role Housekeeping plays to the core product.

Where do you see housekeeping heading in the future?

I am hoping this recognition will become stronger. Housekeepers should always aspire to go further. Spend time at Front Desk and understand how both operations work to get a clearer understanding of the rooms and hotel operation as a whole.

What is different about working in New York as opposed to other areas of the States?

Most New York hotels are unionised. The unions set up a framework to benefit their members and then negotiate with the hotels. Hotels which follow the clearly laid down rules and treat all staff equally work well with the unions. The objective is to present a harmonious relationship, working towards providing exceptional guest service and staying aligned with our competitive set.

What are your 3 challenges this week?

The remodelling of the guestrooms as I mentioned earlier takes place later this summer; planning all logistics around it. I have also a meeting with a Holiday Decorations company to look at new concepts for the upcoming holiday season. I will be attending an intensive workshop conducted by David Richey, our mystery shopper company. The 11 hours of training is expected to be very thorough and includes lots of exercises and role plays.

Optii Keeper to launch Panic Button

Alarms have been raised among hoteliers worldwide about the personal safety of housekeeping staff while on duty. Optii Solutions will include a panic button in its next iPod release of Optii Keeper to alert all nearby staff. The recent Strauss-Kahn incident has flagged concerns about the safety of housekeeping staff. This predominantly female group of workers often work alone and behind closed doors, where supervision and surveillance measures are ineffective.

While every chain is revisiting their policies and procedures and deepening employee awareness, effective security comes not only from prevention, but also from managing a situation effectively when it arises.

Hotel managers and Unions are united in the search for a more effective layer of security for this remote workforce, which, by nature of what they do, can find themselves in unsafe circumstances.

“The Optii Keeper software solution already enables unprecedented operational and productivity improvements for hotels.” says Soenke Weiss, CEO of Optii Solutions. “While room attendants already have peace of mind knowing that supervisors know where they are at any given time, adding a panic button to the iPod carried by every room attendant and supervisor enables Optii Keeper to alert all other staff in the vicinity and is a logical extension of the solution. Colleagues, managers and security personnel will be alerted and are able to respond to a situation immediately once an employee feels unsafe.”