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Rotana workshop for Housekeeping Managers

Centralised Guest Supplies

Early this year L&A ran a one day workshop for Rotana and this month was back to conduct a 2^nd workshop for the group’s Assistant Directors of Housekeeping at Khalidiya Palace Rayhaan, Abu Dhabi. More then 20 Housekeeping Managers from the region spent a day learning tools and techniques to ensure quality in Housekeeping while controlling costs.

This workshop was a follow up to the first one held in January of 2010. It was great to see the participants had incorporated a lot of the initial suggestions into their departmental operations. Participants explained how they had used delegation very successfully to motivate their teams and to undertake special projects.

The highlight of the November session was the sharing of housekeeping best practice where the Housekeepers presented their ideas from each property. Some clever initiatives included; staff performance logbooks, SOP’s in photo format, including the whole sequence of cleaning the guest rooms; centralised guest supplies and recycling of guest amenities to a local charity.

For more information on workshops especially designed for your property, incorporating company specific policies and procedures contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

About Rotana Hotels
Operating across 12 countries and 23 cities, Rotana reinforces its leading position in the Middle East and North Africa with a portfolio of over 67 properties.

The Rotana Housekeepers

Outsourcing housekeeping an interesting alternative – Park Regis Kris Kin Hotel Dubai

Housekeeping Team warming up

Housekeeping is an essential component of the guest experience and plays a major role in the overall hotel operations. Outsourcing this service can have an immense effect on guest satisfaction as well as housekeeping efficiency and effectiveness. Of course it is a strategic business decision to outsource or not, complete or top up, but the desired outcome remains unchanged.

In the case of our most recent assignment, the 400 room Park Regis Kris Kin Hotel, a part of the Park Regis hotel group, has contracted all housekeeping services to M5, also know as Metro Maintenance. All staff, the Executive Housekeeper, Supervisors, Public Area teams, Room Attendants, Uniform and Linen Room staff are all employed by the agency. This is a first for Dubai!

L&A pre-opening support, training and assistance does not change when dealing with an agency and quality is always paramount. Our projects include preparation of manuals, policies and procedures, establishment of standards and training of all housekeeping staff. Extra attention was given to the use of microfibre cleaning technology for rooms and public areas from the Rubbermaid Hygen series, now available in Dubai.

Roland Punzl, the Executive Housekeeper has come to Dubai from the Sydney Metro operations and brings with him his extensive housekeeping experience and enormous enthusiasm. He heads the multi-cultural team including staff from Nepal, Philippines and India and has systems in place to ensure great training and quality control standards for the Hotel.

The hotel opening early November was a great success.

For more information on Pre-opening Support or Outsourcing your housekeeping services contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

A typical room

A Presentation in Macau – Staff Productivity Management in Housekeeping

On 29 September 2010, 30 Housekeepers joined staff from the IFT (Hotel School Macau) to attend the one-hour L&A Productivity in Housekeeping presentation. Those present included housekeepers from small boutique hotels to those responsible for up to 3000 rooms in casino operations. Particular interest was shown at the Optii Keeper housekeeping software, which is currently being used at Hard Rock Hotel and Crown Towers.

Liz had the opportunity to meet up with some of the original Opening team from Mandarin Oriental Macau. The team pictured below was part of the pre-opening team for the 438 room hotel which opened its doors in 1983. The original team members include from left to right:

Some members of the original Excelsior Macau Opening Team 1983

Betty Chon, Executive Housekeeper Grand Lapa (originally Mandarin Oriental Macau)

Raymond Chan Meng Loi, joined the Mandarin Oriental Macau before Macau Excelsior on 15 March 1984 as a Sr. laundry worker. He was promoted as a Linen Room

Supervisor on 04 June 1984, and now the Laundry Manager in IFT, mainly, in charge of the student practicum in Laundry

Kurma Mac Seac Kuong, opening team of Excelsior Hotel Macau, Supervisor– Concierge Department and now Instructor of IFT

Liz Lycette, opening team and Executive Housekeeper, Excelsior Hotel Macau, now Principal of Lycette & Associates

Edwyn Tam Chi Fai,  opening team in 1983 and Captain of “The Grill” at Excelsior Macau, recently started at IFT as a consultant for F&B Courses

Candy Leung, (originally Room Attendant at MO Macau, now Executive Housekeeper Waldo Hotel)

For more information on Productivity Management in housekeeping or Pre-Opening Support please contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

Presentation in Macau on Wednesday 29 September

Staff Productivity Management in Housekeeping

Free Presentation 29 September 2010 at 3.30 pm

Traditionally, the Housekeeping Department is one of the largest in a Hotel operation. Housekeeping labour and related costs are one of the biggest expense lines on the Rooms Division P&L.

How financially savvy are you as Executive Housekeeper and how well do you understand how to look at productivity as a useful and effective tool to save costs?

New technology and innovation in materials have emerged to significantly increase housekeeping efficiency and effectiveness with proven bottom line benefits.

Lycette & Associates will deliver a 1-hour presentation on this topic, which will be held on 29 September at the Institute for Tourism Studies in Macau from 3.30 pm with lively discussion afterwards.

Please register your attendance with the Institute for Tourism Studies, Click here to register

For more information on Lycette & Associates go to www.lycetteandassociates.com

All Housekeeping Managers, Executive Housekeepers, Assistants and any other interested parties are welcome to attend.

Venue: the Institute for Tourism Studies (IFT)
Colina de Mong-Há, Macao, China
Date: Wednesday 29 September 2010
Time: 3.30 – 4.30pm (discussion afterwards for all who can stay a bit longer)
Cost: This is a FREE event

Development Programme for Housekeeping Managers was back in Hong Kong by popular demand!

In conjunction with the Hong Kong Hotel Association, Lycette & Associates was back in HK to run their popular Development Programme for Housekeeping Managers. This is the fifth time this successful 3-day course was delivered to an audience of Executive Housekeepers, Assistants, Front Office Managers and Hotel School lecturers from around Hong Kong.

The goal of the programme is to help update and expand Housekeeping Management skills to meet the business needs of the growing hospitality industry in Hong Kong.

The overall objective of this 3-day course is to improve the performance of housekeeping staff by targeting three critical areas of operation:

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

Liz Lycette and Ariane Lellmann of Lycette & Associates facilitated both courses, which took place at the conference hall of the Association’s head quarters in Kowloon.

This first program commenced on 20 July for 3 days with 29 participants and the second 3-day programme was run the week after also with 29 attendees. After the completion of this course, participants were presented with a programme certificate by Dr Peter Wong, General Manager / Vice President-Operations, Royal Plaza Hotel and by Mr Freddie Ho, 2nd Vice Chairman HKHA and Group General Manager of Ramada Hong Kong Hotel & Ramada Hotel Kowloon.

Since November 2007, L&A have conducted 5 Development Programmes in Hong Kong. To date, a total of 152 participants have completed this 3-day workshop for Housekeeping Managers and all were delivered in association with HKHA.

Feedback from participants has been very positive. The Financial Management for housekeeping was one of the most appreciated topics with innovation in materials and new technology also definitely a hit.

All enjoyed sharing experiences and the networking opportunities that come with an event such as this.

Some other comments from participants and their Managers included:

“One most useful topics to me was the “Ishigawa diagram” (Analysing problems by looking at the root cause and controlling the process).  This made me think more about the details of how to find out the causes of a problem and then how to solve the problem using the diagram.  I will apply this process to improving guest room cleanliness.” Raymond Yuen, Assistant Executive Housekeeper, Crown Plaza Hong Kong

“She learnt a lot and had a great interest in the topics, especially in Budgeting and Staff Management, the content was much richer than her expectations and all subjects are relevant to her existing job. After completing the course, Yvonne applied the training techniques to her daily work.  Also, the course definitely helped her to identify her strengths and weaknesses and I can see an improvement in her work performance.” Winnie Wan, Executive Housekeeper, Harbour Plaza North Point speaking about Yvonne Chan Lai Ching, Assistant Housekeeper who attended the course.

For more information on Development Programme for Housekeeping Managers contact Liz Lycette on liz@lycetteandassociates.com or call +61418795203 or visit our website www.lycetteandassociates.com

About Hong Kong Hotel Association

The Hong Kong Hotels Association (HKHA) was established in 1961 to protect the lawful interests of hoteliers in Hong Kong and promote greater industry unity and co-operation among its members. As the official voice of Hong Kong’s hoteliers, the HKHA represents the collective views of the industry on all matters affecting hotel operation. It also performs a consultative role in proposed legislation arising from new Government policies and measures.

One of its key functions of the Association is to offer educational programmes to members through training courses and seminars. Some programmes are designed for more senior industry executives, whereby professors from leading international hotel schools are invited to conduct these programme. Such initiatives have received widespread recognition among members.

Another key objective of the Association is to ensure and uphold consistency in service and quality standards, as well as promote greater internationalism of the industry through the introduction of new technology and management techniques.

For more information: Hong Kong Hotel Association Conference Hall, 508-511 Silvercord Tower Two, 30 Canton Road, Tsimshatsui, Kowloon, Hong Kong Phone: (852) 2375 3838 Fax: (852) 2375 7676, email info@hkha.org or visit www.hkha.org

Back by popular demand: Development Programme for Housekeeping Managers in Hong Kong

In conjunction with the Hong Kong Hotels Association L&A will be running the popular Development Programme for Housekeeping. This is a 3-day workshop designed to provide a training programme to existing Housekeeping Managers that will deliver concrete Housekeeping Management skills to meet the business needs of the growing hospitality industry. Delivered in a choice of four modules, it focuses on Housekeeping specific financial management, housekeeping operations, staff training & development and quality control & property upkeep. Modules can be selected and combined individually, and can be tailored to fit particular corporate needs or company objectives. This programme is suitable for Executive Housekeepers, their Assistants, Housekeeping Managers and Rooms Division Managers.

Course A – 20, 22 & 23 July 2010 (Tue, Thu & Fri)
Course B – 27, 28 & 29 July 2010 (Tue, Wed & Thu)
9:00 am – 5:30 pm daily
Venue: HKHA Conference Hall, 508-511 Silvercord Tower Two
30 Canton Road, Tsimshatsui, Kowloon, Hong Kong

Members can contact the Hong Kong Hotel Association.

Presentation in Kuala Lumpur on Wednesday 14 July

Staff Productivity Management in Housekeeping

Traditionally, the Housekeeping Department is one of the largest in a Hotel operation. Housekeeping labour and related costs are one of the biggest expense lines on the Rooms Division P&L. 

How financially savvy are you as Executive Housekeeper and how well do you understand how to look at productivity as a useful and effective tool to save costs?
New technology and innovation in materials have emerged to significantly increase housekeeping efficiency and effectiveness with proven bottom line benefits. A one-hour presentation on this topic will be held on Wednesday 14 July 2010 from 1.30 pm with lively discussion afterwards. Please register your attendance by email to liz@lycetteandassociates.com. For more information on Lycette & Associates go to www.lycetteandassociates.com.
Venue: To be confirmed – Kuala Lumpur
Date: Wednesday 14 July 2010
Time:    1.30 – 2.30 pm (discussion afterwards for all who can stay a bit longer)
Cost: This is a FREE event

Sharm El Sheikh workshop for Rotana Housekeeping Managers

L&A ran a 2-day Development Programme for Housekeeping Managers from Rotana properties in Egypt. Four different hotels participated; Grand Rotana Resort & Spa, Rotana Coral Beach Tiran, Rotana Coral Beach Montazah and Rotana Coral Beach Hurghada. The course was held at the beautiful Red Sea resort Grand Rotana Resort & Spa in Sharm el Sheikh.

The topics covered were Staff Management, Development and Quality Control. The lively workshop encouraged participants to share best practice as well as learn through role-play and interactive group activities.

For more information on courses and workshops visit our Training & Courses page on our website or for more specific inquiries email us on info@lycetteandassociates.com

L&A assists Optii with training at the newly opened Crowne Plaza Adelaide

Optii Keeper, the new Housekeeping software from Optii Solutions was recently installed at the newly opened Crowne Plaza in Adelaide. L&A was there to assist with the training of the Crowne Plaza’s housekeeping personnel. The housekeeping team received instruction in the use of handheld terminals (PDA’s) and the how to make the most of Optii Keeper’s software.

The soft opening of the 352 room hotel took place on 8 April. Liz Lycette and Soenke Weiss were the first paying guests to check into the hotel.

Back at Nikko in Bali for follow-up

Agnes continues her ongoing Housekeeping support at Hotel Nikko in Bali with some hands-on assistance in implementing the use of microfibre cleaning technology at the hotel. The use of microfibre reduces chemicals and as well as water consumption. Hotel Nikko is one of the first hotels in Bali to use this environmentally friendly cleaning technology.