Monthly Archives: March 2012

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 23 April 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

NEW PHAN Committee and Officers for 2012/2013

The Professional Housekeepers Association of NSW has elected a new President and committee for 2012/2013.

President:  Maureen Jolowicz, Radisson Blu
Vice President: Alex Atkinson, Meriton Serviced Apartment Collection
Secretary: Jason D’eath, Parkroyal
Treasurer: Nele Neves, Holiday Inn, Darling Harbour

Committee:

• Lalini de Silva – The Star
• Chona Ogilvie – Sheraton 4 Points
• Frans van Lieshout – Ryde College of TAFE
• Helen Hofman – St Marys Cathedral
• Catherine Barbeoc’h – Sofitel Wentworth
• Grace Esogon – Sydney Harbour Marriott
• Zarife Melick – The Menzies Sydney
• Kamila Smirski – The Shangri-La

For more information about PHAN contact Mavis Hedrik, Public Officer by email: mavis007@tpg.com.au or visit www.phan.org.au

The Point Brisbane attention to detail

After L&A’s initial operational review in November 2011 Liz returned to The Point in Kangaroo Point, Brisbane in February for a day of follow up. Follow up is as important as the initial visit. An Operational Review consist of an audit to determine the departments strengths and weaknesses and a consultant prepares a report and an action plan for the Executive Housekeeper and the team. The remaining days are spent mentoring through the action plan, giving tools, skills and guidance to improve the operation. The Point’s Housekeeping department  has been working hard to put in place all the suggested operational changes to further enhance the Hotel, gearing up for a busy 2012 season.

Some recent guest comments:

The Point is a great place to stay in Brisbane!

farmgirl71 commented on 26-Nov-2009 05:10 PM

The rooms were very clean and comfortable, crisp white sheets and nicely appointed. The housekeeping staff was excellent; the apartment was serviced daily and to a very high standard. The reception staff was friendly and co-operative, helping us out with additional accommodation we needed on one of our 4 nights. Car parking was easy and secure. Highly recommended!

tonylingard commented on 26-Nov-2009 05:09 PM

We stay overnight and weekends in Brisbane perhaps 7 or 8 times a year and must say the most stress free and relaxing hotel we have found is The Point.
With superb views of the City and the Story Bridge, ease of access, professional, attentive staff and ’boutique’ atmosphere, The Point is certainly a regular destination for us.
Housekeeping and attention to detail were very impressive and I particularly noted the quality fixtures and fittings installed which add to the feel and ambience. Overall a very comfortable, pleasant stay.

 For more information about L&A’s Housekeeping Operational Reviews contact Josephine email:  Josephine@lycetteandassociates.com  

PHAN puts the spotlight on Catherine Barbeoch – Executive Housekeeper, Sofitel Wentworth

In 2005 Catherine entered Hospitality Management in her native France.  She was studying for her MBA with an internship requirement and she gained a traineeship at Four Seasons in Paris. At her interview she cited her ambitions in Rooms Division.  The General Manager had a background herself in Housekeeping and looking at Catherine’s experience to date in Front Office  – suggested a good stint in housekeeping was just what was needed to balance her experience to become a great Rooms Division Manager.

It was not love at first encounter – Catherine very frankly laughs and tells us she “hated” housekeeping to start.  But over the 2 years of her traineeship experience, her appreciation of housekeeping services expanded and her confidence grew and she now speaks of the wonderful diversity of Housekeeping professionally and the opportunity it presents to contribute widely to efficient and effective rooms management.

Catherine is a fast track lady – following her internship in Paris, she landed a job as No. 2 in Housekeeping for a new opening at Shangri La in Singapore.  Another 2 years there and a door opened to Sydney, her desired work location. Her mother saw the position at Sofitel Sydney on the internet , Catherine made a pitch for it and won the posting. Catherine came to Sydney in 2010 to take up this key position.

Catherine is enjoying her time in Sydney and is looking forward to a visit from her mother this year.

The Sofitel Sydney Wentworth commenced life back in 1966 as Wentworth Hotel.  It was always a grand hotel where many important and lavish events were held in the ballroom and the 436 guest rooms were the toast of the town

Now after all those years Catherine is master at managing a refurbishment programme of the 154 Classic Rooms, an amazing feat (including cutting into walls) to add 2 square meters to each room.  The upgrade will focus on the carpets, lighting, curtains – as well as some furniture.  She has devised a tight 8-week turnaround to do all the work required and return the rooms to inventory.  She will have her hands full keeping to the schedule.

PHAN members are looking forward to a special viewing of the 1966 iconic rooms with a new look.

For more information about PHAN (Professional Housekeepers Association of NSW) contact Mavis Hedrik email: mavis007@tpg.com.au

Housekeeping Operational Reviews for 2 hotels in Hefei, China

Whilst in China for the Shanghai Housekeepers workshop, Liz Lycette undertook 2 operational reviews at the 2 Swiss Belhotel International properties in Hefei. The 190 room Swiss Belhotel Hefei is just over a year old and has the typical housekeeping challenges of being short staffed. While at the Hotel, Liz helped to set up and organise an “Open Day” for interested candidates to check out the Hotel and the Housekeeping Department. The Saturday afternoon event was really well attended with Housekeeping getting 11 tentative staff and 6 definite employees signed up.

Swiss Belhotel’s Sister property in Hefei, the 160 bedroom Swiss Belhotel Hualun on the other side of town is also experiencing manpower issues.

In a city of over 4.7 million, it is amazing that both hotels are experiencing such shortages. Hotels are competing with factories and other industries and struggle to offer competitive salaries to attract Room Attendants and PA staff.

Of great benefit to both Executive Housekeepers was the 3 day workshop in Shanghai they attended with an additional 3 full days of review with Liz to assist with improvements in their operations.

L&A is planning another similar 3 day workshop in Shanghai and Beijing towards the end of 2012.

For more information about the upcoming courses contact Josephine (Josephine@lycetteandassociates.com)

Liz with Executive Housekeeper Jane and translator (GM Secretary) Cherry in front of the Hotel

SEQPHA’s first breakfast for the year held at Sofitel Gold Coast

SEQPHA held its first committee meeting last month. The Calendar of event for 2012 was discussed.  Guest speakers, Bruce Frey, Ken Holmes from Currumbin Wildlife Sanctuary talked about their work at the sanctuary and SEQPHA donated $1,000 to the centre. Sandy and Ian are doing a wonderful job with the Leukaemia patients and SEQPH

A also donated $1,000 to them. Concept Amenities added to that by donated a further $500.00.

The next SEQPHA meeting will be held on Thursday 15^th March at 7.00 am at the RACV Royal Pines Resort – Kalinda Restaurant. For any inquiries or to join SEQPHA contact Melissa Bent – mobile 0466 915 341 or melissa@corporatedesigns.com.au

Interview with Philip Cram, Facilities Manager 
Wolgan Valley 
Resort and Spa

Wolgan Valley resort and Spa borders the Greater Blue Mountains World Heritage region, less than 3 hours by road from Sydney, this carbon-neutral resort actively protects its surrounding habitat and indigenous wildlife species while delivering first-class standards and quality expected in luxury resorts around the world. L&A’s Liz Lycette, recently visited the resort and had the opportunity to meet with Phil Cram, the resort’s facility manager and found out more about the challenges Phil faces maintaining the resort’s carbon neutral status while ensuring the functionality of all the resort’s support services.

Here Phil tells us a bit more about his background and daily routine.

What is your cultural background?
Australian Born – Scottish Parents and Wife.

Where were you born and where did you grow up?
Born In Lithgow NSW Grew up in Fairfield and North Parramatta. Sydney NSW

What was your career path to date?
Starting With 17 years with the Naval Dockyard – Garden Island as a Naval Architect working on all ship systems connected to the hull – Air conditioning, heating ventilation, refrigeration, fire fighting etc. Moved to Peppers Fairmont Resort at Leura as Chief Engineer (8 Years) then moved to Mirvac Hotels as the NSW Regional Chief Engineer and finally Emirates as the Facility Manager.

What was your first role as Facilities Manager?
Peppers Hotels and Resorts – I moved from the Chief Engineer for Fairmont Resort into a group role assisting with all Assets

What challenges did that bring?
The transition from ships to hotels was less challenging than expected, as most systems are fairly common. And at least hotels don’t move around.

What is your current position and Hotel? What are your current job responsibilities at your hotel? I am currently the Facilities Manager which is part of the hotel’s executive. I am directly responsible for :
1. The Engineering Team – who look after the assets
2. The Field Guide Team – whom provide the guest experiences and
3. The Security Team. I am also responsible for the Conservation Reserve and the Flora and Fauna in the reserve.

How many staff are you responsible for?
3 x Security,  9 X Field Guides and 8 x Engineering

What areas are you responsible for?
1. Engineering 2. Field Guide 3. Security 4. Conservation

What would your typical day be like?
Currently a lot of my day is taken up with the engagement of contractors to supplement  the current workforce. Assisting with Engineering decisions. Guest Interaction and Staff administration.

What are your top three challenges this week?
1. To have our Waste Water Treatment plant certified
2. Recruit a qualified Pool Technician.
3. To complete the installation of a gas pool water heating system.

How did you choose those staff under you?
We usually have 2 interviews 1 x phone and 1 x face to face where we look for attitude firstly and skills/experience. If they pass through the interview stage we then invite them to work with us for a day so we can both see if it will work between us.

What criteria?
Firstly we look for the correct attitude – the applicant wants to be part of the Wolgan family. And secondly experience and skills relevant to the position applied for.

How does pre-opening work compare with working in an existing property? What are the top 3 challenges in an opening?
Pre opening is hectic compared to operating an existing property. There are tight deadlines to be met and materials purchase and supply, recruitment of staff and establishment of policies and procedures. An existing property that has been properly set up with a computer based management system requires a lot less engineering input.

What are your top 3 tips for success in Facilities Management?
1. A good engineering Knowledge
2. A strong organization skill.
3. Strong communication skills

If you had to do it all over again what would you do differently?
Yes. Tougher attitude to builder/contractors

What advice would you give someone starting out in facilities Management?
Be prepared to work 24/7.

How about your personal life? How do you balance work and home life?
Badly, Facilities Management is 24/7and requires a commitment from the Facilities Manager’s family.

What do you do for fun?
I shoot (hunt and target) I fly (own my own plane) and motorcycle riding.

How do you think facilities management has changed since you started?
Since I became a Facilities Manager the greatest change is a move to more sustainable solutions and to become ‘greener’ in business.

Where do you think it is heading?
There will always be a need for this type of position. The changes will come with the use of in-house and out sourced labour. There will be an ever-increasing need to find better Eco solutions to the way we do business. To be successful in Facilities Management will require the manager to keep abreast of what is happening in the Eco/Conservation/Sustainability areas.
About Lycette & Associates
L&A specialises in all aspects of Housekeeping Management including on-site consulting, training and development workshops, 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