L&A News — Page 27 of 43 — L&A Housekeeping Consultancy and Training

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

And thereby hangs a cautionary tale

By Harriet Elvin

The check-in process at our Melbourne hotel is smooth and the room we’ve booked seems to deliver what it promised online – it’s clean, stylish and well equipped. Then I open the wardrobe door and find those dreaded don’t steal me’ coat hangers with hooks attached to the rail to prevent removal.

And so the whole seductive experience, which started with artfully styled photos and beguiling descriptions on the website, comes to an end. The message from the hotel is clear. Guests are thieves.

I don’t understand what it is with hotels and coat hangers? Do they know something we don’t about an imminent world shortage? Have they heard the government is about to impose a tax based on the number of hangers in each room, rather like the ‘day light robbery’ window tax in 18^th century England?

Even at plush places with eye-watering tariffs, the norm appears to be eight hangers between two persons. There seems to be a widespread fear that guests, who may well have paid, say, $300 a night, are going to leave with a bounty of wooden hangers in their luggage.

With ever increasing restrictions on airline baggage, why would we load our cases with something we could buy for a few dollars from the discount store back home? Besides, if we were in a kleptomaniac frame of mind, why not go for some higher-value trophies?

My quick inventory of the Melbourne hotel room reveals a quality alarm clock, hairdryer and coffee plunger, plus linen, tea towels and designer cushions.

All these items are imminently pinchable if one were to feel so inclined.

Listen up hoteliers the world over, we don’t want your coat hangers. Trust us with proper ones that don’t require a juggling act to hang up our clothes. Make them heavy to deter pilfering, but make them plentiful. By all means print the name of the hotel on each; that way, if the occasional guest does steel one they will feel guilty whenever they use it.

Or better still, might they not feel a sense of gratitude and return for another stay?

“This piece first appeared in the Follow the Reader column of The Weekend Australian’s Travel & Indulgence section and is reproduced with permission”.

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

PHAN AGM – 13 March 2012

The Professional Housekeepers Association of NSW will be holding its Annual General Meeting on:

• Tuesday. March 13th., at 4pm
• Radisson Blu Hotel – 27 O’Connell Street Sydney
• Ground Floor – Blu Room

RSVP: Mavis Hedrik, Public Officer for PHAN Email:  mavis007@tpg.com.au

Inaugural Development Programme for Housekeeping Managers in Shanghai China

Last week saw its first Development Programme for Housekeeping Managers in China, with 15 attendees from all over China joining the programme. The programme was run in English and Mandarin. As always with these workshops there was a great exchange of ideas and best practice within the group.

Participants gained the tools for finance in housekeeping, people management and quality control to assist in improvement of their Housekeeping operations. All hotels and regions were well represented with Housekeepers from Shanghai Peninsula, Hyatt on the Bund, JW Marriott, Jin Jiang and Ramada Pudong attending.  Out of Towners included Housekeepers from Sofitel Chongqing, Kempinski Chengdu and Swissbel Hotels Hefei.

The Rooms Division team from the hosting hotel, Howard Johnson Plaza, also participated in the workshop. Mr Erik Rufer, the Hotels General Manager highlighted the huge and often underestimated importance of Housekeeping for Hotel profits during his closing speech.

For more information on the Housekeeping Development Programme visit our website or email Josephine (Josephine@lycetteandassociates.com)

Kuwait Housekeeper’s Group organising Housekeeping Conclave

Kuwait Housekeeper’s Group is  thrilled to inform they are organising a First “Housekeeping Conclave” at Holiday Inn Kuwait Downtown on March 07 2012. Where almost all leading hotels of Kuwait will be participating along with their teams and some local institutions .

For more information contact Prabhat Shukla Prabhat.shukla@hidtkuwait.com

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 20 february 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