Daily Archives: February 28, 2012

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