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On assignment in Hong Kong

Liz, Gary and the team from Hollywood Hotel celebrate success in the gardens

Lycette & Associates have just completed the first of a 3 month assignment at Hong Kong Disneyland’s 2 hotels; Hollywood and Disneyland. This assignment is based on L&A’s Housekeeping Operation Review, an audit with a full report and strategic review and on going support.

L&A Associates; Gary Chan and Janine Hancox assisted the team in setting up quality control procedures to improve motivation of the housekeeping team and strengthen servicing standards in the guest rooms.

For morre information regarding Housekeeping Operational Reviews, please contact Josephine van Damme.

Housekeeping review and coaching skills for Sukhothai in Bangkok

Liz with the Sukhothai Housekeeping team and Khun Kanee

The 210 room Sukhothai in the heart of Bangkok Thailand invited Lycette & Associates to assist with a review of the housekeeping operations and training for some of its staff. This 20 years old property borrows heavily from Thailand’s architectural heritage to create a unique atmosphere. Modelled after the ancient capital, the hotel with its replicated stupas and pagodas resembles a sanctuary reminiscent of a bygone era, distinctively Thai.

Along with the review of housekeeping, Liz Lycette conducted a one day coaching skills workshop for the supervisory teams from Housekeeping, Front Office, and Engineering.

Liz had a busy  5 days with the Housekeeping team including the Executive Housekeeper Khun Yaowanarth Phothiprom.  The review included a look at the new development of The Residences next to the hotel,  a high-rise block of over 42 floors comprising 194 apartments due to open in the second quarter of 2011.

While on this assignment Liz also had the opportunity to meet Khun Kanee, the guru and mother of Housekeeping in Bangkok. Khun Kanee has just recently retired from her 30 years as Executive Housekeeper at the Oriental in Bangkok. A lively exchange of housekeeping know-how was had and enjoyed. But better even Khun Kanee will be involved in the planning of a Thai 3-day workshop for Housekeeping Managers scheduled for July/August.

Another excellent bonus during this assignment was a catch up with Tim and Jo Cooke, Tim and Liz worked together at Le Meridien London in the late 1980’s, Tim is now Group Director of Operations for Bandara Hotels and Resorts Thailand.

The Sukhothai Housekeeping team

Flower arranging

Catch up with Jo and Tim Cooke

Liz and Jo on some r&r

L&A Master Trainer – Gary Chan

Gary Chan was born and raised in Hong Kong. Gary began his career in hospitality at the Kowloon Hotel Hong Kong as a trainee Room Attendant in 1987. Over the years, he was promoted up to the position of Assistant Housekeeper and eventually moved on to manage F&B operations in various restaurants in Hong Kong. Gary then moved to Shenzhen in China to manage a restaurant for 1½ year where he enhanced his skills in Mandarin.

Upon his return to Hong Kong Gary worked as a Supervisor in Housekeeping at Harbour Plaza Metropolis. In 2005 he moved to Langham Place Mongkok and was rapidly promoted to Senior Housekeeper. For the last 2 years he had the added responsibilities as the Housekeeping Departmental Trainer.

Gary’s strong interpersonal skills, enthusiastic approach and drive to achieve excellence through continuous improvement in training, compliment the L&A training team.  Gary is currently working with the L&A team in Macau on the Galaxy Macau project. His ability to teach in Cantonese, Mandarin and English together with his experience makes all the difference when it comes to training 200 inexperienced Room Attendants.

The Saujana assignment

Lycette & Associates recently completed a consultancy assignment at the Saujana Hotel and the Club at Saujana in Kuala Lumpur, Malaysia. During this 7-day visit, a review was made of all Housekeeping operations and a coaching skills training was delivered to the 20 Housekeeping Supervisors including team leaders from the gardening and laundry sections.

The logistics of operating 2 very different hotels on a lush 160-acre property, surrounding a beautiful lake and golf course is challenging. In any property that is spread out, the daily organization of moving linen, equipment and even staff are obvious.

The variations in these 2 properties, one being older and large, and the second only recently opened and the different levels of service in each property present interesting challenges for the Housekeeping team.

Lycette & Associates was able to offer this very experienced housekeeping team some alternatives and suggestions to improve efficiency and productivity. This included the swapping of staff between the properties, developing the talents of Assistant Housekeepers by moving them between the hotels and having some flexibility in working with an aging workforce.

At the Saujana Hotel, the average age of the original opening team of 15 Room Attendants is 46; the physical nature of being a Room Attendant becomes noticeable and must be acknowledged. This makes planning for the future essential.

The Executive Housekeeper, Noorlailee Ong and her housekeeping team already have some terrific best practice initiatives in place, such as the gardening team moving in to help the laundry department when it was raining heavily and they were not able to do their usual outdoor jobs. Further insights were had in how to improve upon the existing procedures.

For more information on Lycette & Associates consultancies visit our website or contact Liz Lycette on liz@lyctteandassociates.com

In Memoriam – Ina Whitehead

It is with great sadness that we announce the untimely passing of our colleague and friend Ina Whitehead, L&A associate since 2005. She died on Saturday 8 May after a long and courageous battle with melanoma, surrounded by her family. We like to pass on our condolences to Ina’s family and all who knew her. She will be greatly missed by all.

L&A back at the Langham Hotel Hong Kong

In December 2009, Liz was back at the Langham Hotel in Hong Kong for the 3rd visit following consultancies in September 2005 and June 2008. Despite some senior Management changes the hotel is doing well and Housekeeping continues to grow!  Liz helped settle in the newly promoted EAM Rooms who recently transferred from F&B. Liz and the Langham Rooms team had a chance to get a sneak peak at the newly opened Hullet House Hotel – spectacular 10 suites property just next door…

Glowing words for Agnes

As you all know, L&A associate Agnes Zlotek Petit in Bali has spent regular training sessions at Hard Rock, Bali Dynasty and the Nikko, The final training sessions have now been delivered and Agnes received this glowing reference. Check it out!

It is with utmost pleasure that I write this letter of reference for Agnes Zlotek Petit of Lycette and Associates for the consultancy, training and overall development goals provided for the Housekeeping and Laundry Departments.

The initial audits of the operations were conducted in a professional and thorough manner, identifying challenges, areas of improvement and staff / departmental needs. A comprehensive report and review of the Housekeeping and Laundry operations was provided and potential action plans prepared for implementation.

Agnes conducted twice weekly operational visits over a 3 month period, developing a detailed inspection report and evaluating all of the housekeeping room attendants to determine their performance base level, identifying training needs and direction, which could be administered by the Housekeeping Management. Detailed reports were provided after each visit, with updated performance scores / appraisals and development plan.

Guestroom audit scores have improved amongst all individuals, also leading to improved team moral and productivity. Overall room cleanliness and comfort ratings have improved in all Guest Satisfaction and Experience surveys and matrixes to the highest results in 11 years of operation.

I would like to thank Agnes Petit and Lycette and Associates for the invaluable audits and training they have provided at Hard Rock Hotel Bali and I would highly recommend their services to any hotel operation be it a new property, existing operation or refurbishment.

Darryl Marsden, General Manager
Hard Rock Hotel, Bali

Follow up housekeeping in the magical Kingdom

Disneyland Hotel Hong Kong

Last year L&A spent time with the housekeeping staff at Disneyland in Hong Kong and this month Liz was able to carry out 2 follow up training sessions with Housekeeping in the magical Kingdom at the Disneyland and Hollywood hotels.

Liz shaking hands with Michael Ng, Executive Housekeeper at Disney's Hollywood Hotel and Danny Kwok, Executive Housekeeper at Hong Kong Disneyland Hotel

The focus of this review was to look at productivity throughout the departments in particular, how to streamline procedures to maximise efficiency. Suggested measures and recommendations for both Housekeeping teams will not only save time but also help save costs.

The Upper House opening in Hong Kong – 1st October 2009

Swire top Executives dot the eyes of the lions at the opening ceremony

Swire Hotels 2nd boutique property, The Upper House; an intriguing brand featuring stunning views and huge bathrooms opened at Pacific Place in Hong Kong on 1st October 2009. L&A Director, Liz Lycette, spent a full 2 weeks assisting the Housekeeping team of the 117 room Upper House with training and set up of the overall Housekeeping operation. With over 65 different amenity items in every guest room, Liz offered support including training of welcome tea service, room cleaning sequence and how to clean and maintain the beautiful natural elements throughout the property.

In the rooms, from the 38th floor to the 48th floor, floor surfaces include solid ash wood floors from Germany, honed limestone and beautiful wool/silk carpets. With an average room size of 730 sq feet, the bathroom is as big as the living and sleeping area and the Housekeeping Room Attendants have a lot to remember like the wooden shoe trees, the yoga mats or the complimentary maxi-bar items. Technology training is also important as every room features a state of the art coffee maker and an iPod touch instead of the standard room service menu. This means that all Housekeeping staff members have to be up to date with the latest workings and techno savvy to help out the guests when required.

This is cutting edge hospitality and L&A are very proud to have been a part of the opening team at The Upper House and look forward to more Swire Hotels success stories.

On the job training

Liz and Agnes in Bali

Hotel Nikko Bali

Liz spent the last week of August in Bali, with fellow Associate and colleague Agnes Zlotek Petit. The first part of the visit was spent at Hotel Nikkowith the Housekeeping team, reviewing previous audits and action plans and planning the year ahead. All rooms at the Hotel have undergone a full renovation and several new restaurants and public areas have also been added. With Agnes based in Bali, she can oversee the re-training of staff in new cleaning techniques and coaching and mentoring was also delivered to the Senior Housekeeping team.

A full tour of the recently refurbished Bali Dynasty, also an L&A client was undertaken, General Manager, Daryl mentioned ; with L&A’s help
“They created an accountable housekeeping control system where room boys are scored and evaluated on a monthly basis in the form of a comprehensive housekeeping report and training needs are clearly identified for follow up training.

The stunning wedding chapel on the cliff at Hotel Nikko

We now have a comprehensive evaluation tool where both staff and product are objectively evaluated on a monthly basis. After just two months following the implementation our Guest Service Index rating has significantly improved by 10% in both guest room and bathroom reflecting a higher level of guest satisfaction and this is expected to increase further as training and evaluation continues. “

Hard Rock Hotel at Kuta have also signed an agreement for ongoing Housekeeping consultancy assistance up until 2010.

Liz and Agnes also attended as guests to the SKAL lunch held on at the Laguna along with 110 travel industry executives from all over Bali.