Monthly Archives: February 2012

And thereby hangs a cautionary tale

By Harriet Elvin

The check-in process at our Melbourne hotel is smooth and the room we’ve booked seems to deliver what it promised online – it’s clean, stylish and well equipped. Then I open the wardrobe door and find those dreaded don’t steal me’ coat hangers with hooks attached to the rail to prevent removal.

And so the whole seductive experience, which started with artfully styled photos and beguiling descriptions on the website, comes to an end. The message from the hotel is clear. Guests are thieves.

I don’t understand what it is with hotels and coat hangers? Do they know something we don’t about an imminent world shortage? Have they heard the government is about to impose a tax based on the number of hangers in each room, rather like the ‘day light robbery’ window tax in 18^th century England?

Even at plush places with eye-watering tariffs, the norm appears to be eight hangers between two persons. There seems to be a widespread fear that guests, who may well have paid, say, $300 a night, are going to leave with a bounty of wooden hangers in their luggage.

With ever increasing restrictions on airline baggage, why would we load our cases with something we could buy for a few dollars from the discount store back home? Besides, if we were in a kleptomaniac frame of mind, why not go for some higher-value trophies?

My quick inventory of the Melbourne hotel room reveals a quality alarm clock, hairdryer and coffee plunger, plus linen, tea towels and designer cushions.

All these items are imminently pinchable if one were to feel so inclined.

Listen up hoteliers the world over, we don’t want your coat hangers. Trust us with proper ones that don’t require a juggling act to hang up our clothes. Make them heavy to deter pilfering, but make them plentiful. By all means print the name of the hotel on each; that way, if the occasional guest does steel one they will feel guilty whenever they use it.

Or better still, might they not feel a sense of gratitude and return for another stay?

“This piece first appeared in the Follow the Reader column of The Weekend Australian’s Travel & Indulgence section and is reproduced with permission”.

Interview with Josephine Wallis, Executive Housekeepers – Burj Al Arab

Josephine Wallis is in charge of Housekeeping at the Burj Al Arab and knows about the challenges of housekeeping in a 7 star luxury hotel. Burj Al Arab does not have rooms; it has 202 suites, where each one is arranged over 2 floors. Ranging from a spacious 170 sq m to an astonishing 780 sq m in size, the floor to ceiling glass windows offer simply breathtaking views of the Arabian Gulf.

Decorated with lavish textures and exuberant colors, each suite features a sumptuous living and dining area, state of the art entertainment system and office facilities. Their sheer opulence in every tiny detail is underpinned with technology that does everything from controlling the 42 inch Plasma screen TV to closing the curtains. 

An extensive range of full-size Hermes bathroom amenities, a decadent bath menu with music and oils, and an alternative menu offering a range of 13 pillows to choose from are also provided as standard in all the suites. In this article Josephine shares some of her experiences with us. By Liz Lycette

What is your cultural back ground?

I am from a rural farming background.

Where were you born and where did you grow up?

I was born in the UK and grew up on a farm in the county of Lincolnshire – a very quiet part of the UK.

What was your career path date?

After college I worked in London for 9 years as a Floor Supervisor and Assistant Housekeeper. I then moved out to Dubai, where I have worked for the past 13 years with the Jumeirah Group.

What was you first role as Executive Housekeeper?

I was Executive Housekeeper at The Jumeirah Beach Club, a 50 suite boutique hotel. After three years I moved as Executive Housekeeper to the amazing Burj Al Arab.

What challenges did that bring?

The main challenge was going from a team of 200 colleagues, which I had at Jumeirah Beach Hotel back to a team of 30 and teaching them how to multi skill.

What is our current position and Hotel? What are your current job responsibilities at your hotel?

Currently I am Executive Housekeeper at the Burj Al Arab hotel in Dubai responsible for cleaning the inside of the hotel. At the hotel, housekeeping also looks after linen, uniforms and flowers and we have a small on site laundry. That is the practical part of the job, the creative part is then to inspire and motivate the team on a daily basis and challenge them to continually improve.

How many staff are you responsible for?

I oversee a team of 270 colleagues.

And what areas are you responsible for?

Cleaning of suites and public areas, linen, laundry, uniforms and flowers.

What would your typical day be like?

Our very busy time is from 12 noon to 4pm when we have our back to back departures and arrivals.

What are your top three challenges this week?

I am writing this article just before Valentines Day so I have to ensure I have 5,000 red roses so we can prepare our lobby arrangements. Secondly, marketing have arranged a photo shoot and they want to cover the infinity swimming pool with rose petals. We are trying to come up with an alternative as if we totally cover the top the petals will damage the pump and filters. Thirdly, food and beverage have ordered large round tablecloths and the laundry are struggling to process them and return to the hotel free of creases. So we are trying to work on a solution.

How did you choose those managers under you?

I like to promote from within and feel this is essential with such a large team.

What criteria?

This will only be successful if you can identify colleagues with passion, drive and commitment for housekeeping.

How did you manage moving country to county?

Dubai was the first overseas country I worked in and after 14 years I am still there so I must have managed ok.

How do you deal with different cultures?

I have a team which includes about 15 nationalities and therefore many different cultures but on the whole we all work very well together. We have a strong company culture which includes 3 hallmarks and 6 guiding principles, one of which is teamwork and these also help in our day to day activities.

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

Haven’t experienced a true pre-opening as have just managed take overs of existing properties.

Going to Middle East from Europe, what are the 3 main differences in your management style?

The major difference was going into a culture where everyone truly wants to do things for you. I’ve found, the Middle East to be a region of the world that prides itself on giving. It’s nice to work in an environment with this as part of their culture. The second main difference is having a team of full time colleagues and working with very few contract staff. The third difference is adapting your management style to work with 80% male and 20% female staff where as in London it was 80% female and 20% male.

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

1. Support your colleagues- give them a chance to shine, listen to them and give them time to train.
2. Be a good role model – be considerate, act calmly, act with integrity and lead by example.
3. Understand your colleagues – Reward them, set them goals, give feedback on their performance and communicate with them.

What advice would you give someone starting out in housekeeping?

Perseverance, perseverance. Housekeeping is a round the clock commitment and requires discipline to ensure you have great work life/life balance. I’ve found that balance and surrounding myself with a committed and disciplined team means we can all enjoy life as much as our careers.

What do you do for fun?

Last year I bought a bike so in cooler months it is nice to cycle around Palm Island in Dubai. I am also planning to do a vertical marathon in April and climb the fire exit stairs in the hotel twice a week but not sure that is fun!!

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

For me, housekeeping management is much more about ensuring the guest has a memorable experience each time they stay rather than cleaning standards.

Where do you think it is heading?

At Burj Al Arab, our aim is to create the ultimate experience for all our guests. Providing an experience that lasts a lifetime, is paramount and something we constantly strive for. We never loose sight of that as a goal.

For more information on the Burj Al Arab visit: http://www.jumeirah.com/hotels-and-resorts/destinations/dubai/burj-al-arab/

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 the pre-opening stage. L&A also undertakes customised operational reviews of existing housekeeping operations identifying and improving the effectiveness and efficiency of current departmental procedures. For more information visit www.lycetteandassociates.com or e-mail info@lycetteandassociates.com

PHAN AGM – 13 March 2012

The Professional Housekeepers Association of NSW will be holding its Annual General Meeting on:

• Tuesday. March 13th., at 4pm
• Radisson Blu Hotel – 27 O’Connell Street Sydney
• Ground Floor – Blu Room

RSVP: Mavis Hedrik, Public Officer for PHAN Email:  mavis007@tpg.com.au

Inaugural Development Programme for Housekeeping Managers in Shanghai China

Last week saw its first Development Programme for Housekeeping Managers in China, with 15 attendees from all over China joining the programme. The programme was run in English and Mandarin. As always with these workshops there was a great exchange of ideas and best practice within the group.

Participants gained the tools for finance in housekeeping, people management and quality control to assist in improvement of their Housekeeping operations. All hotels and regions were well represented with Housekeepers from Shanghai Peninsula, Hyatt on the Bund, JW Marriott, Jin Jiang and Ramada Pudong attending.  Out of Towners included Housekeepers from Sofitel Chongqing, Kempinski Chengdu and Swissbel Hotels Hefei.

The Rooms Division team from the hosting hotel, Howard Johnson Plaza, also participated in the workshop. Mr Erik Rufer, the Hotels General Manager highlighted the huge and often underestimated importance of Housekeeping for Hotel profits during his closing speech.

For more information on the Housekeeping Development Programme visit our website or email Josephine (Josephine@lycetteandassociates.com)

Kuwait Housekeeper’s Group organising Housekeeping Conclave

Kuwait Housekeeper’s Group is  thrilled to inform they are organising a First “Housekeeping Conclave” at Holiday Inn Kuwait Downtown on March 07 2012. Where almost all leading hotels of Kuwait will be participating along with their teams and some local institutions .

For more information contact Prabhat Shukla Prabhat.shukla@hidtkuwait.com

Win a free admission to the online Finance for Housekeepers course

To all housekeepers around the world! For only 48 hours L&A is offering 1 person free admission to its online Finance for Housekeepers course
For your chance to win and start this course on Monday 20 february with fellow housekeepers from around the world register your name, position, hotel and email address with Josephine.
Email her your details and your name will go in the draw. Email josephine@lycetteandassociates.com

The winner will be notified by email.

More information about the course:
This self-directed course enables Housekeeping Manager’s to think critically and become more financially savvy. The focus is on practical skills for the workplace, expanding and developing professional confidence. The course is facilitated, clear and simple learning via the internet – scheduled over 8 weeks and over approximately 20 hours:

• downloadable on-the-job tools and templates
• interactive forums with global peers
• case studies and practical work exercises
• assessments evaluated by the facilitator and returned with individual feedback
• awards for successful participants with a L&A certificate or within Australia, a Statement of Attainment

SEQPHA Breakfast at RACV Royal Pines Resort – March 2012

The South East Queensland Professional Housekeepers Association is inviting members and non-members to join them for Breakfast next month.

Guest Speaker: Joe Smith – One step Further.

Date Thursday 15th March.
Time: 7.00am
Venue: RACV Royal Pines Resort – Kalinda Restaurant
Full Buffett Breakfast $20 members and $25 for non members.

RSVP Melissa Bent 0466 915 341 or melissa@corporatedesigns.com.au by the 5th March

Return to Wolgan Valley Resort and Spa

On a recent trip to the Wolgan Valley Resort and Spa, Liz was able to meet up with Andrew Adams Smith Operations Manager of Guest Services and Phil Cram, the Facilities Manager at the Resort.

It is now over 2 years since the rural property opened its doors and the valley is certainly blooming.

The resort is the first carbon neutral resort in the world to be certified through an internationally accredited greenhouse gas programme, having measured its greenhouse gas emissions in compliance with ISO 14064-1: 2006. Over 175,000 indigenous trees have already been planted restoring native vegetation and enabling the carbon neutral status to stand.

The Resort has some impressive environmental best practice credentials including having the largest independent sewage treatment plant in the southern hemisphere!

Everything is recycled, plastics, paper, cardboard and metals are collected by Grasshopper Waste and careful measurement systems are in place to ensure best practice is continually followed up on. Wet waste is used as compost and in worm farms. The Chef has large gardens where fruit, vegetables and herbs are grown for use in the kitchens.

The property is independently audited annually to ensure all procedures are strictly followed and new ideas to become even more environmentally friendly are put in place.

About Wolgan Valley Resort and Spa  – recent Awards

The world’s first internationally accredited carbon-neutral resort, Wolgan Valley Resort & Spa has been honoured at the prestigious 2011 World Savers Award for its pioneering work and commitment to wildlife conservation.

The Condé Nast Traveler’s fifth annual World Savers Awards acclaims travel companies from around the world for their leadership in social responsibility. The rigorous process is judged across six categories including wildlife conservation, poverty relief, environmental and cultural preservation, education, and health initiatives.

Wolgan Valley was also awarded the Eco-spa of the Year category at the 7th Annual AsiaSpa Awards held in Hong Kong in November 2011.

To round up the clutch of accolades, Wolgan Valley was awarded the 2012 Condé Nast Traveller UK Gold List award in the Best Hotels for Service category. The Gold List features the best hotels in the world, and as Mike Dolan, a Gold List contributor, says of Wolgan: `The welcome here is warm, the service polite and intuitive, but in true Australian style, there isn’t a hint of ingratiation.’

Phil Cram, Liz Lycette and Andrew Adams Smith

The online course: Finance for Housekeeping Managers starts again 20 February 2012

Join our next online course: Finance for Housekeeping Managers – starting 20 February.

This year L&A will be presenting its supported online learning course 4 times. This self-directed course enables Housekeeping Manager’s to think critically and become more financially savvy. The focus is on practical skills for the workplace, expanding and developing professional confidence. The course is facilitated, clear and simple learning via the internet – scheduled over 8 weeks and over approximately 20 hours:

• downloadable on-the-job tools and templates
• interactive forums with global peers
• case studies and practical work exercises
• assessments evaluated by the facilitator and returned with individual feedback
• awards for successful participants with a L&A certificate or within Australia, a Statement of Attainment

Smartable Laundry servicing hotels in Macau

Following a recent visit to Macau, Liz Lycette from Lycette & Associates took the opportunity to tour the large commercial laundry, Smartable, on Coloane Island.

This huge commercial operation which opened in 2009 services many of the large Hotel operations on the Cotai Strip. Since it commenced operations 4 years ago, Smartable has grown from servicing one hotel to the current 12 hotels using their services.

The 3 Jensen CBW (continuous batch washers) have a total capacity of 7,950 kg of linen per hour! There are 6 more washer extractors with a capacity of 840 kg per hour. The 17 batch dryers which complement the washers have a capacity of 3000 kgs per hour and 3 tumble dryers have a 540 kg /hour capacity.

Big numbers! Over 280 staff run the whole operation, on one shift only with some overtime when the Hotels are full.

This operation also has a uniform and guest laundry dry-cleaning processing plant which has a capacity of processing a mind boggling 6,200 uniforms hourly.

The Smartable Management Team are keen to advise hotels on best practice such as avoiding misuse of linen and linen quality incorporating a component of polyester to reduce wrinkling and prolong linen life.

For more information on the Smartable laundry visit www.smartable.com.mo