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Finance for housekeepers – starts 24 October – last chance to enroll

Do you want your Housekeeper to learn Housekeeping best practice with practical tools and tips to control Departmental costs and spending? If the answer is YES then, this course is for your Housekeeper or for you, if you are a Housekeeper!
FINANCE FOR HOUSEKEEPING MANAGERS - Supportive online learning which is interactive, engaging and flexible

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

The next course starts Monday 24 October 2011

Click here to ENROL NOW! Last chance this year to participate in eLearning for Housekeepers

Course fees are US$450 per person. (10% GST in Australia).

For additional course information visit our website or contact Josephine van Damme josephine@lycetteandassociates.com

Development Programme for Housekeeping Managers – Bangkok September 2011

The latest Development programme for Housekeeping Managers was held at the Anantara Sathorn in Bangkok Thailand.  Liz Lycette ran these 2 workshops of 3 days each and had participants from as far afield as Pattaya. Khun Kanee, the retired Executive Housekeeper from the renowned Oriental Bangkok assisted Liz with the Thai translation and logistics of the course.

The Housekeepers position ranged from newly appointed to 40 years experience, everyone agreed there was lots to learn, group activities, role plays and sharing of experiences. L&A will return to Thailand next year.

Development Course for Housekeeping Managers comes to Bangkok!

Lycette & Associates developed a reputation for delivering popular and highly practical interactive training courses for Housekeeping Managers and Housekeeping staff. This time L&A is presenting in Bangkok. Two workshops are scheduled to take place this September. This development programme will benefit Executive Housekeepers, particularly those newly appointed to the position, their Assistants and Senior Housekeeping Managers. Course facilitator Liz Lycette will take you through a programme designed to improve performance of housekeeping staff by targeting three critical areas of operation:

Profits – improve cost control systems and effective utilisation of resources
People – staff retention, effective leadership skills, personnel management / development
Product – achieve and maintain consistency in presentation standards and property upkeep

The cornerstones of the training will include:

• Facilitation in English and translation into Thai
• Theory, supported by a presentation, comprehensive hand-outs in English and Thai
• Group discussions, case studies, role plays, practical work exercises
• Workbased Project initiation through personal development sheets
• Mini trade show with suppliers and networking opportunities

Venue details
36 Narathiwat-Ratchanakarin Road
Bangkok 10120, Thailand
Phone: +66 (0) 2210 9000

Workshop details and fees:

• Workshop 1: Wednesday 7th, Thursday 8th and Friday 9th September, 2011.
• Workshop 2: Monday 12th, Tuesday 13th and Wednesday 14th September 2011.
• Each workshop day runs from 09.00 – 17.30, including 1 hour for lunch which will be provided.

The course fee is THB 10,000 per person only! (Full 3-day programme inclusive of all course materials, including morning, afternoon tea and lunch) A minimum of 20 attendees is required for each course to take place

Registration
Full registration and payment in US$ 339.00 equivalent will be available online at the L&A Website: http://www.lycetteandassociates.com/housekeeping-courses-training/ or you can contact our course coordinator Ms. Taspun L. (Pin) Mobile : +66 86370 4417 Email: pin (at) lycetteandassociates.com

Next online course: Finance for Housekeepers starting Monday 22nd August

Lycette & Associates presents FINANCE FOR HOUSEKEEPING MANAGERS a supportive online, interactive, engaging and flexible course designed for those responsible for the financial success of the housekeeping department and its sub-departments; especially newly promoted Executive Housekeepers, up-and-coming Assistant and Senior Housekeepers, and Rooms Division Managers with a front office background. The course will be starting Monday 22 August. Registration is online and payment is made through PayPal (accepts credit cards) or electronic funds transfer. Course fees are US$450 per person. Enroll Now!

Detailed programme information:
The course enhances self-directed learning and critical thinking through research activities that lead to the implementation of various tasks in the workplace and provides opportunities to connect with and learn from peers. The clear focus is on the practical application of skills in the workplace. The experience will  expand and develop professional confidence and create tangible value for the learner and their organisation.

The Facilitation Method
The course provides a supportive online learning environment.
Activities that foster the development of critical financial and accounting competencies for Housekeeping operations include:

• clear and simple audio visual explanations of key concepts
• downloadable on-the-job tools and templates for use during and beyond the programme
• Interactive forum to engage and network with other learners
• case studies to practice and apply learned concepts and principles
• practical work exercises

Throughout the programme participants’ progress is appraised through a series of small exams and assessments (such as problem solving case studies, short written assignments, quizzes, etc) which are evaluated by the facilitator and returned to the participant with individual comments, feedback and suggestions. Upon successful completion International participants receive a Lycette & Associate certificate and Australian participants a nationally recognised Statement of Attainment.

Duration and Time Commitment

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

Course starts Monday 22 August 2011 – Enrol NOW!

Registration is online and payment is made through PayPal (accepts credit cards) or electronic funds transfer. Course fees are US$450 per person.

Click here to ENROL NOW! For additional course information visit our websiteor contact Josephine van Damme

Marriott International stresses importance of housekeeping to the overall success of every Marriott operation

The Marriott Housekeepers Group in Hyderabad

Marriott International made arrangements for Lycette & Associates to be part of the 3 day Housekeepers workshop 2011 held in Hyderabad, India. The 19 participants came from JW Marriott, Courtyard by Marriott, Marriott and Renaissance properties from all over India. Mr. Gerrit Graef, Area Director of Operations for Marriott International South Asia, Malaysia and Australia opened the workshop stressing the importance of Housekeeping and Rooms to the overall success of every Marriott operation.

The positive feedback was terrific from all the participants from seasoned Housekeepers to those newly promoted in their roles. The workshop covered a day on finance, a day on staff management and training and a day on quality control. The group exercises generated some very lively discussions and as always the benefits of networking with each other were immeasurable.

The participants have gone back to their properties with a wealth of ideas on how they can streamline and improve profitability in their operations. The segment on trends and innovations on the last day was very well received and will assist the Housekeepers to move forward.

The session was closed by Ms Ranju Alex, the General Manager of Courtyard by Marriott Pune with words of encouragement for the Housekeepers. Ms Alex began her hospitality career in Housekeeping and inspired everyone to improve develop and grow through continual learning.

Over the 3 days, along with the delicious Indian food prepared by the very capable F&B team, the group enjoyed a little R&R in the evening with a trip to the local Sari shop. Retail therapy is always highly recommended on any training workshop.

Sari shopping

Towel Animal

Team Games

Follow up housekeeping review for Hong Kong’s Disney Hotels

Liz & Janine join the Disney Housekeeping Team for morning warm up.

While in the neighbourhood in Macau and travelling via Hong Kong Lycette & Associates took the opportunity to do a scheduled follow up on a previous Disney assignment, the two hotels, Disneyland and Hollywood at the Disneyland Resort in Hong Kong.

After following through on some of the  recommendations on public area cleaning from the last visit, we are delighted to advise that the Disneyland Hotel is making a 9% saving in the annual costs of Public Area cleaning with no effect on quality or the end results. This is a substantial saving and needless to say the Hotel Management are very happy!

On this visit, there was a total review of the housekeeping organisational  structure within both hotels. We also focussed on training and quality control for the guest rooms. The 2 hotels are about the morning warm-up and stretches. Liz and Janine joined the staff in the garden for the warm up exercises.

During our stay, we did bump into some very special guests and big hugs were shared all around!

Janine demonstrates concept of a pull out extra bed in the new mock up room!

Janine wishing for a yellow car

Janine and Danny with a Mickey ring

Liz bumped into a special guest

Janine having fun with Mini

Completion of Galaxy Macau Project

The L&A Training Team

Lycette & Associates have completed the Galaxy Macau pre-opening training project which began 8th January 2011. Mandy, Eva, Jenny, Gary and Janine were part of the six-person L&A team who trained 172 Room Attendants from Galaxy Macau and 76 Housekeeping staff from Hotel Okura Macau including 18 Supervisors.

Over the course of the project, L&A delivered theory and practical Housekeeping training to groups of up to 50 trainees.  Each group undertook a 10-day training period, which included a half day of theory training followed by half day of practical training.

As part of the practical training hotel rooms of different configurations were used to conduct the training. This training included managing the delivery of the essentials for bed making, bathroom cleaning, guest amenities restocking, trolley and caddy set ups and turndown.

L&A used a variety of training strategies including interactive, hands on, visual and fun theory training to keep the trainees involved and constantly learning. Each group was assessed through theory exams and practical tests.

The training team handled the day-to-day training with passion and energy, they tackled each training session and task tenaciously, using their extensive housekeeping experience and strong technical knowledge to achieve great results in a short period of time. L&A had to train a wide range of trainees from the very experienced to those who had never stepped into a hotel before. L&A also worked with trainees from varied cultural backgrounds and age groups.

Playing games in the training

Graduation day for Hotel Okura team

Ariane presents Housekeeping Management Skills Programme in Sydney and Melbourne

Course participants with their certificates

Earlier this month Lycette & Associates’ Senior Consultant Ariane Lellmann presented the Housekeeping Management Skills Programme, first in Sydney and then in Melbourne. Next month she will present a 3rd and last course in this series at Queensland’s Gold Coast.

Sydney’s participants came from all over Sydney and regional areas of NSW and in Melbourne, the inner city as well as outer Melbourne. They came with a variety of experience and properties. The professional housekeepers associations of both states, PHAN and PEHN helped promote the event.

L&A designed the Housekeeping Management Skills Programme to improve the performance of housekeeping staff by targeting two major areas of operation:

• People management – increase staff retention, effective leadership skills, personnel management and development
• Product management – achieve and maintain consistency in presentation standards and property upkeep

Participants learned about the importance of staff management through updated job descriptions, interviewing skills, adult learning principles and staff training, Tips on how to create a practical training manual were discussed at length with many examples. Another area that is often neglected is poor performance; how does one address poor performance, make improvements and how do you measure this gave the attendees lots to think about. The course finished up with Quality Control and Best practice sharing. Handouts, practical work templates and role-play supported the theory Ariane presented.

In Sydney, Executive Housekeeper, Grace Esogon, welcomed participants to the Sydney Harbour Marriott and the course. She also organised for the party to view some of the newly refurbished rooms and a tour of the back of house area. We thank Grace for her support and a most interesting tour.

The jam packed 2 days came to an end too quickly. All members came away with individual action plans and practical skills to implement back at work.

For more information on housekeeping courses and training visit www.lycetteandassociates.com or email info@lycetteandassociates.com

Sydney and Melbourne course photos

Last Chance to Register: Housekeeping Management Skills Course – Gold Coast 16/17March

Improve performance

Lycette & Associates is an experienced Housekeeping Consulting and Training company passionate about Hotel Housekeeping and Housekeeper training. This month L&A is running a series of training programs in Australia. The course has been designed to improve the performance of housekeeping staff by targeting two critical areas of operation:

• People – staff retention, leadership skills, personnel management and development
• Product - consistency, standards, quality and best practice.

The Gold Coast course will start on Wednesday 16 March. The course will be held at The Radissson Gold Coast. Each workshop day runs from 09.00 – 17.00, with 1 hour for lunch which is provided.  There are 3 workshops over 2 day! The cost is AUD$550.00 + GST

There are still some places available, don’t miss out! Book now! Register online or contact Josephine for more information.

Gold Coast 16/17 March 2011
Radisson Resort Gold Coast
Palm Meadows Drive
Carrara, QLD 4211

The logistics of Training 250 + Housekeeping Room Attendants, Housemen and Supervisors

Janine Hancox training 250+ Room Attendants at Galaxy Macau

The Galaxy Entertainment Group’s (GEG) mega resort in Macau is scheduled to open in the first quarter of 2011. The 550,000-square-metre property will offer 2,200 five-star hotel rooms, suites and villas comprising the 1,500-room Galaxy Macau hotel tower complete with casino and entertainment areas. There are two other hotel partners, the Japanese-owned 547 room Hotel Okura and the ultra-exclusive Singapore-operated Banyan Tree that will have 238 luxurious suites and 16 floating villas.

Galaxy Macau also includes retail facilities and more than 50 food and beverage outlets. The gaming facilities are divided into five auspiciously-themed areas, with a capacity for over 600 gaming tables as well as 1,200 slot machines and other electronic gaming machines. The resort boasts lush oasis gardens covering 52,000 square meters and the world’s largest sky wave pool covering 4,000 square meters and featuring a 350-ton white sand beach, with 5 additional individually designed swimming pools.

Lycette & Associates Housekeeping Consulting has been contracted to train 250 plus Room Attendants, Housemen and Supervisors for the 1500 room Galaxy and 547 room Hotel Okura.

How do you start and how do you train 250 people over a couple of months?

Take a big chunk and divide it, divide again and divide it once more! L&A Associate Janine Hancox devised a masterpiece schedule. With one group learning the theory and all the standard operating procedures, while the other group is busy practicing the manual component. This model of training for Room Attendants is the perfect mix of theory and practical hands on work.

Theory Training

L&A Master Trainer, Gary Chan brings a great wealth of housekeeping experience and training skills to keep the groups enthralled for the theory session, he mixes Cantonese and Mandarin as 80% of the staff is imported labour from China.

Using PowerPoint’s as a guide, Gary shares his experiences, gets the group to repeat certain phrases in Chinese and English. There are lots of role-plays, games and group activities to keep the training interesting and engaging.

The use of flash cards has proved to be a very effective learning tool, using pictures of all the different items in the guest room to be matched with their Chinese and English phrases.

On the job training

The practical trainers use actual hotel rooms of different room types to practice in. Not all the room set up is available yet however the essentials for bed making and bathroom makeup are there for them to practice on and to acquire the speed that is needed for a Room Attendant to do that all important daily job.

The critical points in getting this type of training right is to have that excellent communication with the client/hotel – changes in standard operating procedures and set ups can be accommodated and passed onto the staff while training takes place.

• Good preparation – all staff have been given a full set of Standard Operating Procedures. All PowerPoint’s and paperwork are in simplified Chinese (from Mainland China) and English.
• Detailed and accurate SOP’s, enable the Trainers to get the message across in a very clear, concise and efficient way from day one.
• Interactive, visual and fun theory training to keep the trainees interested. Lots of visual aids, hands on activities.
• Clear and professional practical training – the Trainers have years of housekeeping experience
• Treating every one of the Trainees as an important individual in the big machine that is the Housekeeping operation.
• Training on site in the actual hotel bedrooms – the importance of this can’t be stressed enough. Training on the ‘real’ thing is superior than a different hotel room or indeed no hotel room at all.

Galaxy Macau nearly ready to open

Room Attendant fun activities

Room Attendant training

Room Attendants with Flash cards

Practical trainers - Mandy in white jacket and Jenny in front

Room Attendants stumbling to training classes

Source: Galaxy Macau http://en.galaxymacau.com and http://en.galaxymacau.com/galaxy-hotel