Monthly Archives: November 2011

Staff Productivity, Trends and Innovations in Housekeeping presentation in Shanghai

Lycette & Associates’ Liz Lycette was in Shanghai last month for her popular talk on housekeeping staff productivity, trends and innovations with 2 different industry groups. The first presentation was held at Kerry Pudong Hotel with over 25 Housekeepers and their Assistants attending. The Executive Housekeeper, Henry Yang of Kerry Pudong Hotel hosted the event and also organised a tour around of the hotel and guest rooms. The short seminar highlighted the importance of staff productivity management in Housekeeping. Even in China where payroll is not as high as other parts of the world, it is recognised that it is getting harder and harder to find housekeeping staff.

The group were very keen to learn of useful tools and especially new technology and innovation which can significantly increase housekeeping efficiency and effectiveness. Microfibre and Optii Keeper were 2 such new technologies showcased.

With participants coming from all over Shanghai, this was a great networking opportunity for the attendees to chat and share ideas. There is currently no formal Housekeepers Association in Shanghai; hopefully this will spark the attendees into action to create such a group.

On Thursday 20th October Liz was invited by Judy Hou, CEO of Les Roches Jin Jiang Hotel School to make the same presentation to a group of 20 General Managers from Jin Jiang Hotel Group. Those in the group were selected to travel to the US for further training and experience and this was a great opportunity to share some housekeeping knowledge with them.

About Les Roches Jin Jiang Hotel School

http://www.laureate.net/OurNetwork/AsiaPacific/China/LesRochesJinJiangInternationalHotelManagementCollege.aspx
http://www.lrjj.cn/

Founded in 2004, Les Roches Jin Jiang International Hotel Management College is a joint venture between two leaders in their field—Les Roches, among the top three hospitality management schools in the world for an international career, and Jin Jiang International Hotels, China’s leading Hotel Company. More than 500 students attend its Shanghai campus.

Sala Bai Charity Wine Auction – 29 November

Friends of Sala Bai is a not-for-profit organisation supported by individuals, companies and other community based organisations whose sole purpose is to raise funds in support of Sala Baï, a hotel school based in Siem Reap, Cambodia. Each year, the school, trains 100 young disadvantaged Cambodians to the four main professions of the hospitality industry: restaurant waiter/waitress, cook, receptionist & housekeeping attendants. During the 12-month training, the school covers all the training fees (lessons, school supplies, books, uniforms), and daily expenses (accommodations, food, bicycle, insurance and medical expenses) for the students.

The training lasts 11 months from September to July.  The 12th month, August, is dedicated to assist the students to find their first employment.

Each year the ‘Friends of Sala Bai Australia’ pledges $50,000. This money will cover the fees for the students for 1 year as mentioned above. The organisation raises funds and support  for Sala Bai Hotel and Restaurant School on an ongoing basis. The students of the Blue Mountains International Hotel Management School are a major contributor to the Friends fundraising activities.

On 29 November the Friends of Sala Bai are organising the Annual Sala Bai Wine auction. A night of fun and entertainment  with a charity wine auction, raffle, delicious food and drink. Tickets are $75.00. The night starts at 5.00 pm till 8.30 pm and takes place at the Electrolux Showroom, 163 O’Roirdan Street, Mascot.

To attend or support the event contact Felicity Roberts, email: felicity@arbonpublishing.com or phone 02 – 9437 0438

PHAN Christmas Dinner

The PHAN Christmas Dinner will be held at Arabella Lebanese Restaurant on Friday 9 th December at 7.00 pm. To reserve a seat email Mavis on mavis007@tpg.com by Monday 28th November. Come and join the PHAN Christmas cheer with entertainment and belly dancers.

Arabella Lebanese Restaurant
489-491 King Street, Newtown
(parking available opposite)

A new housekeeping association for Europe, the European Housekeepers Association (EHA)

The European Housekeepers Association (EHA)is now an entity in Europe. This association is open to all professional Housekeepers in Europe. The association was set up the offer greater support to professional housekeepers in the area. Housekeeping and Accommodation Management is one of the principle management roles in any establishment, a role that manages the largest physical space in the building, employs and manages diverse teams, and contracts, with often the largest budget. The EHA will work closely with colleagues from the IEHA, the USA equivalent of the UKHA.

At National level, the Association is a platform to help share knowledge and support others.
The EHA has the following aims and objectives:

• To improve the professional standing of Housekeepers;
• Promote housekeeping as a career;
• Provide a forum for the exchange of information and ideas;
• Increase our membership annually;
• Reach the more diverse workforce of the industry again i.e. hospitals, educational and training establishments;
• Re-introduce Accommodation Operations training programmes to colleges

The EHA is a self-funding association. Individual Membership is at national level with each country represented by the Chairperson and/or their Committee members. Each country will have its own membership which is normally open to all Housekeepers and other related or interested individuals or bodies.

What are the Aims of the EHA?

• to promote the development of Executive Housekeepers and exchange of information
• to assist Hoteliers in sourcing Executive Housekeepers
• to promote the management and interpretation of the role as a Housekeeper
• to maintain the role of the Executive Housekeeper as part of the Senior Executive Team
• to promote proper ethical and scientific standards for Housekeepers
• to promote the interests of professional Housekeepers nationally and in Europe
• to promote co-operation with other organisations with similar aims

PHAN events July to October 2011

It has been a busy few months for the NSW housekeeping community. Firstly, occupancy and activity has been extremely high over the winter months. It seems that there is no longer a substantial ‘low season’, as they say, no peace for the wicked! PHAN has conducted a number of activities which have been well attended by the membership and supported by our sponsors recently.

Christmas in July Party.

What a night it was! Friday 29^th July at the spectacular Shangri-La Hotel, 300 guests from the housekeeping fraternity in Sydney ate, drank and danced the night away! The room was beautifully themed and everybody got into the Xmas spirit with their party frocks and even a visit from Santa. This inaugural bi-annual event was deemed a great success. We were able to charge all attendees only $20 per head because of our ever generous sponsors who should be acknowledged,  A.H. Beard, Ecolab, Accommodation Linen, Agserve, I.H.S. Swan Services, Frenkel Textiles, the Pillow Cleaner , Challenger, Concept Amenities, Weatherdon,  Sealy, Diversey, Australian Weaving Mills , Sleepmaker and a big thank you to the Shangri-La for their fabulous hospitality. The pictures tell the story

Innovative products workshop

The Radisson Blu hosted this workshop on 9^th September from 4 to 6pm. There were 3 companies showcasing their products and there was a presentation from a charity that the PHAN membership may be able to assist.

Firstly AGSERVE presented the latest technology in the battle against bed bugs. They have patented a mattress and bed base encasement. If you install these encasements you can be assured that if there were bed bugs in you mattress or bed base they cannot get out. Alternatively, if there are bed bugs in the room they cannot infiltrate the mattress or bed base. The next product demonstrated was the CDC 3000 Detector. This innovative product is as it says, is a bed bug detector system. This piece of equipment mimics a human body. Bedbugs are attracted to the heat and the carbon dioxide given off by a person at rest, the bedbugs enter the detector (which looks like a small briefcase) and become trapped. The devise is left in a room overnight and hey voila!, if you have bedbugs in the room there will be evidence in the morning.  If you have a complaint from a guest who reports being bitten or if you have had a bed bug episode and you want to check if the room is bed bug free, the CDC 300 Detector will provide you with the evidence you require

SOLUCARE is a company that produces chemicals with a difference. The difference is the way they are packaged. No more heavy 15 or 25 litre containers. The products are provided in a fine powder form, they are packaged to suit the individual container whether it be a 500ml spray bottle or a 10litre bucket just drop in the pre packaged item. Fantastic way to control your chemical usage and save on storage space and OH&S issues.

ODOUR CLEANSE, presented an efficient method of removing odours without the use of ozone machines. The system is simple to use, place the sachet in the container provided, add water and leave in the area for an hour or more depending on the extent of the problem. A simple method that does not involve expensive equipment

CLOTHESLINE is a Sydney based charity whose mission is to make a noticeable difference to the lives of the homeless and disadvantaged, men, women and children and improve their comfort, self image and employment prospects. Steve Cowie, the founder of the charity gave a presentation on the activities of the organization and how Sydney hotels could support their efforts particularly with the donation of linen, toiletries and even furniture. The members who attended seemed very keen to assist this charity in its very noble mission

After the workshop the members adjourned for a sumptious Chinese banquet at a local restaurant

PINK BREAKFAST

Once again PHAN were proud to support Breast Cancer Research with 34 attendees at a Pink Breakfast organized by Ziva Lavecky of Ziva Corporate on 19^th October. We were treated to a fun packed morning with great food, the obligatory glass of pink champagne and what could be life saving information

Paul  Judge,  Senior Manager from NSW Industry & Investments to open the proceedings. Paul provided the wonderful venue on the 47^th floor of the MLC   with spectacular views over the city

Dr Lesley Andrews, Clinical Assistant, Hereditary Cancer Clinic, Prince of Wales Hospital Randwick spoke to us regarding hereditary factors and the fact that fathers blood line should be checked as well as mothers

Shula Endrey-Walder OAM, Founder Gift of Life Australia promoted the use of stem cells and cord blood which can save lives

The fabulous Professor Mason, School of Medical Sciences, Bosch Institute once again attended and spoke to us on the  latest updates on Vitamin D, which is so vital to wellbeing. Small amounts exposure to the sun are recommended on a regular basis to keep vitamin D at the right level

The function ended with the drawing of the raffle handsomely supported by the Sydney hotels with accommodation, dinners and afternoon teas included in the prizes. We are happy to announce that over $2100 was raised on the day, a great effort for this much deserving charity

For more information on PHAN go to www.phan.org.au

Online Learning for Housekeeping – A New Approach

In the last year Lycette & Associates has embarked on a new approach to education and training – elearning!  Elearning is a term used for computer based, web-based learning, using mobile technologies and digital communication in a virtual classroom environment.

By keeping up with technology and understanding that elearning is becoming an integrated component of corporate expertise and employee development, L&A has incorporated its Finance for Housekeepers Course into its main stream training and courses as a part of the overall education for Housekeepers in the hospitality industry. Compared with face-to-face courses, elearning has the capability of building knowledge and developing skills while keeping the training related costs down.

Elearning in hospitality has been expanding rapidly and is predicted to grow considerably over the coming years. Integrating elearning into Housekeeping offers the industry a new way to improve efficiency, quality and standards.

L&A’sonline course “Finance for Housekeeping Managers” has now been available to Housekeepers worldwide since the beginning of 2011.

As the year is drawing to a close almost 4 courses have been completed with successful attendees enrolling from all over the globe including Hong Kong, Germany, Malta, Indonesia, India, China, USA, Singapore, Ghana, The Czech Republic, Bulgaria and of course Australia.

The online course “Finance for Housekeeping Managers” is interactive and engaging and can be undertaken in the participant’s own time at work and/or at home provided there is access to a computer, high-speed internet and printer. The programme is constructed in 3 modules which are scheduled over a 3 week period, followed by 2 substantial work based practical assignments which require a further 3 weeks. The overall facilitated course is to be completed in 8 weeks. The participant’s commitment is expected to be approximately 20 hours with the majority of time required in the first 3 weeks of the course. Although the online programme offers maximum flexibility for each learner, it is recommended that participants allocate some time each day to move through the course comfortably as a group with other learners.

We asked several participants for their feedback on elearning and got many diverse responses;

Does your company have available on line courses or elearning opportunities for either you or your housekeeping team?

Larger organisations such as Marriott have great programmes such as “Passport to Success” for Managers to complete on line; although not specifically housekeeping related, the material is perfect for an overall grounding in Management skills. Smaller hotel companies may not have a dedicated elearning network or university online however they are affiliated to organisations such as Hostec in Australia for elearning, Harvard in the States and Hotel School in The Hague, The Netherlands.

Some of the other courses our Australian participants have undertaken include Induction, OH&S, Revenue 101, Certificate IV on Front-line Management and Diploma in Hospitality. For the international participants courses included Diploma level Rooms Division through HCIMA and Hotel Management through Cambridge University in the UK.

When we asked whether participants found online learning experience more effective than face-to-face learning we got a range of interesting responses

• It’s easier learning online earlier in ones career as there is more time, now the demands are greater and time for training and study is an issue
• Online is easier than face to face as you don’t feel the pressure of someone watching you
• We can ask more questions on line if we don’t understand and get a quick response. With face to face we may feel shy or afraid to ask questions
• You have to be more focused and self- disciplined for online learning. With face to face once you are in a classroom environment you are there.

What are the positives of learning on line?

• Flexibility
• You can choose the environment to study (at home) in private
• You can choose the time to study (print something off and take it to the beach to read for example!)
• You can study online in your own time, anytime of the day
• You can retrace steps and when there are challenges, skip ahead and come back later
• It’s easy to contact the tutor for one on one personal advice
• There are simple communication lines for a quick response and quick feedback.

What about the negatives?

• We are unable to discuss problems face to face with other students
• Some computer/IT difficulties in the process
• If there is no one to guide you, you can lose track
• It can be lonely when there is nobody to discuss things with straight away
• Opportunities to network and chat online takes more effort than in a face to face environment.

(However, we have found that the younger generation is more accustomed to communicating with others online)

Most of the participants were able to get their employer to pay for the course however some did pay themselves.

What kinds of learning activities lend themselves more to elearning?

• Induction, tutorials, OH&S, emergency and evacuation procedures
• Any learning activity can be turned into elearning

Are there any other words of wisdom for someone embarking on an elearning course?

• You need to be committed and schedule the time in your diary
• Just do it! In today’s world we need to keep up to date, elearning enables us to do that with flexibility both at work and at home
• Tell your colleagues you are participating in elearning for Housekeepers!

Some other quotes worth sharing

• Most of the exercises relate to our daily housekeeping operation, this has shown me new ways to solve problems
• I did not really understand how to read a P&L – after this course, I found it much easier to understand our P&L
• This makes my job more measured and focused
• Sharing information with others helped me in my operation
• I learned from my co-learners and didn’t feel alone
• I enjoyed being able to do the course at my convenience

Upcoming Courses in 2012

Hospitalit-E Finance for Housekeepers courses in 2012

• Course 1: 20^th February  – 15^th April
• Course 2: 23^rd April – 17^th June
• Course 3: 20^th August – 14^th October
• Course 4: 22^nd October – 16^th December
• Investment: $550 (+ GST in Australia)

About Hospitalit-E “Finance for Housekeepers” course

For many years Lycette & Associates has been at the forefront of new technology in Housekeeping and has successfully delivered many different training programmes around the world. These workshops, courses and programmes have always been in a face-to-face environment, but now the first course ‘Finance for Housekeeping Managers’ is available online.

This project, Hospitalit-E, was a collaboration between Lycette & Associates, Balfour College and PHAN (The Professional Housekeepers Association NSW). The course has been financed through a grant awarded under the Australian Flexible Learning Framework.

The aims of the course are to empower and up-skill Housekeeping Managers in financial management competencies.

The units of competency are as follows:

• SITXFIN003A – Interpret financial information
• SITXFIN004A – Manage finances within a budget
• SITXFIN005A – Prepare and Monitor budgets

The course has been divided into three modules and the design includes a range of delivery strategies and learning activities. Assessment is undertaken through online and work-based tasks. The course enables participants to use current work examples for learning and assessment, improving work performance and enhancing computer skills at the same time.

In December 2010, the Hospitalit-E project “Finance for Housekeeping Managers” was showcased at the Framework’s annual conference. The course then went even further and won an award at the Australian Regional Finals for 2011 “Learning Impact Awards” L&A is very proud of this achievement!

About Liz Lycette

Liz Lycette, founder of Lycette & Associates was born in New Zealand and is a graduate of École Hotelière de Lausanne, Switzerland. She started her career in the hospitality industry in 1981 and at the age of 23 became Executive Housekeeper for the grand opening of Mandarin Oriental in Macau. She subsequently held this position at The Conrad Hong Kong, Mandarin Oriental Jakarta, Le Meridien Hotel, London, and The Regent Hotel, Sydney. Liz was also Project Manager for the opening of 3 properties in China for Harbour Plaza Hotels and Resorts.

Liz established Lycette & Associates in 1999 and has since undertaken hospitality consulting assignments and training both in Australia and overseas including work for Moevenpick Middle East, Taj Hotels & Resorts in India and Australia, Marriott Hotels India, Hong Kong Hotels Association, Langham Hotels & Resort, Venetian Macau, Hotel Nikko Bali, Galaxy Macau and Westin KL. Liz’s extensive international expertise and considerable Housekeeping knowledge, has given her a truly multi-cultural approach and a wide range of diverse contacts throughout the industry. Her excellent organisational skills, adaptability and integrity enable her to complete any assignment with energy, efficiency and positive results.

About Lycette & Associates 



L&A specialises in all aspects of Housekeeping Management including on-site consulting, training and development workshops including assistance with initial set-up of housekeeping operations at pre-opening. The Company also undertakes customised operational reviews of existing housekeeping operations identifying and further improving the effectiveness and efficiency of current departmental procedures. For more information visit www.lycetteandassociates.com or e-mail info@lycetteandassociates.com

SEQPHA Trade Fair a great success!

The South East Queensland’s Professional Housekeepers Association’s (SEQPHA) organized a Trade Show, which was held on 21 September at the Hyatt Regency Sanctuary Cove. More than 30 industry suppliers were showing their products and services. The Trade Show was open to all accommodation, housekeeping, maintenance and purchasing staff. Liz Lycette, Director of Lycette & Associates was there too. She presented the attendees with a talk on Productivity, Trends and Innovation in Housekeeping.

The event was a great success and if you missed this last one, there will be another Trade Show next year. Contact Melissa Bent for further information: melissa@corporatedesigns.com.au (SEQPHA Treasurer).

About SEQPHA

The SEQPHA was founded in 1998 in response to housekeepers and supervisors seeking to network, exchange information and provide opportunities for social interaction with their peers. A non-profit organisation, the SEQPHA’s goals and objectives are to provide seminars, education and social events at members’ hotels to assist housekeepers and supervisors stay abreast of current trends and technology, specifically for the hospitality industry, and to enjoy networking at social events.

Interview with Jenny Goh – Assistant Director Environmental Services, City of Dreams, Macau

Jenny Goh

Lycette & Associates was on another assignment in Macau recently and met up with the City of Dreams’ Assistant Director Environmental Services, Jenny Goh. The City of Dreams, widely known as COD or COD Macau in the industry is an integrated entertainment resort in Macau with entertainment, nightclubs, a diverse array of accommodation, regional and international dining, shopping and 2 casinos. The City of Dreams is situated along the Cotai strip and opened its doors in 2009. The resort comprises 3 hotels Crown Towers Hotel (300 rooms), Grand Hyatt Hotel (800 rooms) and Hard Rock Hotel (300 rooms)

Liz Lycette caught up with Jenny for an interview. Here Jenny tells us about her experience at the City of Dreams (www.cityofdreamsmacau.com).

What is your cultural background, where were you born and where did you grow up?

I am a Malaysian, Chinese; I was born in Malaysia and grew up in Kuala Lumpur

What was your career path to date?

My first taste of the hospitality industry was working at Melia Kuala Lumpur, Malaysia and my first job there was as a Housekeeping Coordinator. Having never before worked in hospitality, it was quite an interesting and challenging role! I spent nine months working as a coordinator and then was promoted to the role of Public Area Supervisor, which was really tough and a good change. I was responsible for maintaining public areas to the highest of standards in line with company benchmarks. I had to ensure all staff members were trained to deliver a superior cleaning service in rooms and all public areas as outlined in SOP’s. I was really lucky to have had a wonderful superior, who shared with me all her years of knowledge. Her departure opened the door for me to be promoted to the role of Assistant Housekeeper. From there I moved to Director of Housekeeping, which is where I am today.

What was your first role as Executive Housekeeper?

My first role as a EH was with the Pan Pacific Johore Bahru, I joined them as an Assistant Executive Housekeeper and was promoted after eight months to Executive Housekeeper.

What are your current job responsibilities at your hotel?

I am responsible for the effective management of the Environmental Services Department, which includes property presentation, Waste Management, Pest Control, Employee Wardrobe and Kid’s City. I am in charge of quality control to maintain the five star standards and achieve its annual EBITDA budget by developing and implementing short and long-term strategies. This also involves entertainment departments such as The House of Dancing Water and Bubble Show cleaning operations. It is my job to come up with a succession plan for the whole department, to develop and implement a quality assurance program, cost control, review the quality of all uniforms and replace progressively as they complete their life span and another responsibility is to increase Kids’ City visitation and revenue.

How many staff are you responsible for?”
In total of 465 staff

• EVS (Environmental Services) – 371 Macanese, Vietnamese, Malaysian and Filipino
• Kid’s City – 26 Macanese, PRC and Vietnamese
• Wardrobe – 38 Macanese, PRC and Vietnamese
• Courtesy Team 14 PRC, Vietnamese and Filipino
• Cloakroom 16 Macanese and Filipino

What would your typical day be like?

I start my day on my computer and follow up on emails. My communication is usually done via email. I am usually ‘connected’ 24/7 and I’ll respond to work emails within an hour (during the weekend as well). It gives my guests or colleagues the support they require. They appreciate the extra attention and I don’t mind giving them that extra support. Then I meet all managers, supervisors and staff for the morning briefing, discuss with the overnight shift manager any follow up, special cleaning or staff issues.  Next I prepare for subsequent meetings, follow up with suppliers, external / internal departmental meetings, staff meetings. I spot check on garment quality being delivered from the vendor, inspect EVS areas such as lobby, casino, toilets, exterior and HOH areas. Review all reports for budget, approve stock for the day; follow up with other departments on any outstanding issues. I visit the Kid’s City and tour the area and find out what business issues we are dealing with.

What are your top three challenges this week?

The biggest issue for me and for Macau in general is the high turnover of staff. Inadequate wage levels lead to employees moving to competitors regularly. There are no other major challenges at the moment.

How did you choose those managers under you?

I will usually look for a team player. The person we choose doesn’t have to be very experienced but they do have to have positive qualities. We also look for a willingness to adapt to change and someone always prepared to go the extra mile to achieve better results. To be frank I don’t like lazy people in my team!

How does pre-opening work compare with working in an existing property? What are the top 3 challenges in an opening?

Initially I was working as a Project Manager in Shenzhen; I did the opening for a Resort Spa and managed that after opening. The main goal of the pre-opening team is to build on experience and create excitement about the Hotel grand opening. The most important challenges are:-

• Meeting datelines
• Expectation/Goal Achievement
• Staff Relationship/Connection
• Communication

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

• Understand the job description
• Have a positive attitude
• Knowledge
• Micro-management/leadership skill

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

I am most appreciative of all the opportunities I have had. Doing it over again, I would remind myself about the wonderful things in my life. For me personally I find that working on making each day a happy day is more sensible than trying to come up with a two or three year plan. I am always open to the opportunities that are presented to me. My philosophy is “Quality is more important than Quantity”.

What advice would you give someone starting out in housekeeping?

• They need to learn from the bottom up.
• They need to learn the importance of departmental operational processes
• They need to be open to change
• They need to set high performance goals

What do you do for fun?

• karaoke
• listening to music
• yoga

How do you think housekeeping management has changed since you started?

The Housekeeping has had significant changes, especially in the area of productivity; we now have systems in place to measure this. Technology in this area has really taken off. When I started in housekeeping we only had basic reports from front office and basic communication, now we are able to manage the department using different technologies and improve communications.

Where do you think it is heading?

In the future we will have more technology and more systems to tackle the running of the housekeeping department with more precision.

About the Author

Liz Lycette, founder of Lycette & Associates was born in New Zealand and is a graduate of École Hotelière de Lausanne, Switzerland. She started her career in the hospitality industry in 1981 and at the age of 23 became Executive Housekeeper for the grand opening of Mandarin Oriental in Macau. She subsequently held this position at The Conrad Hong Kong, Mandarin Oriental Jakarta, Le Meridien Hotel, London, and The Regent Hotel, Sydney. Liz was also Project Manager for the opening of 3 properties in China for Harbour Plaza Hotels and Resorts.

Liz established Lycette & Associates in 1999 and has since undertaken hospitality consulting assignments and training both in Australia and overseas including work for Moevenpick Middle East, Taj Hotels & Resorts in India and Australia, Marriott Hotels India, Hong Kong Hotels Association, Langham Hotels & Resort, Venetian Macau, Hotel Nikko Bali, Galaxy Macau and Westin KL. Liz’s extensive international expertise and considerable Housekeeping knowledge, has given her a truly multi-cultural approach and a wide range of diverse contacts throughout the industry. Her excellent organisational skills, adaptability and integrity enable her to complete any assignment with energy, efficiency and positive results.
About Lycette & Associates 



L&A specialises in all aspects of Housekeeping Management including on-site consulting, training and development workshops including assistance with initial set-up of housekeeping operations at pre-opening. The Company also undertakes customised operational reviews of existing housekeeping operations identifying and further improving the effectiveness and efficiency of current departmental procedures. For more information visit www.lycetteandassociates.com or e-mail info@lycetteandassociates.com

City of Dreams