L&A News — Page 28 of 43 — L&A Housekeeping Consultancy and Training

SEQPHA Breakfast at RACV Royal Pines Resort – March 2012

The South East Queensland Professional Housekeepers Association is inviting members and non-members to join them for Breakfast next month.

Guest Speaker: Joe Smith – One step Further.

Date Thursday 15th March.
Time: 7.00am
Venue: RACV Royal Pines Resort – Kalinda Restaurant
Full Buffett Breakfast $20 members and $25 for non members.

RSVP Melissa Bent 0466 915 341 or melissa@corporatedesigns.com.au by the 5th March

Return to Wolgan Valley Resort and Spa

On a recent trip to the Wolgan Valley Resort and Spa, Liz was able to meet up with Andrew Adams Smith Operations Manager of Guest Services and Phil Cram, the Facilities Manager at the Resort.

It is now over 2 years since the rural property opened its doors and the valley is certainly blooming.

The resort is the first carbon neutral resort in the world to be certified through an internationally accredited greenhouse gas programme, having measured its greenhouse gas emissions in compliance with ISO 14064-1: 2006. Over 175,000 indigenous trees have already been planted restoring native vegetation and enabling the carbon neutral status to stand.

The Resort has some impressive environmental best practice credentials including having the largest independent sewage treatment plant in the southern hemisphere!

Everything is recycled, plastics, paper, cardboard and metals are collected by Grasshopper Waste and careful measurement systems are in place to ensure best practice is continually followed up on. Wet waste is used as compost and in worm farms. The Chef has large gardens where fruit, vegetables and herbs are grown for use in the kitchens.

The property is independently audited annually to ensure all procedures are strictly followed and new ideas to become even more environmentally friendly are put in place.

About Wolgan Valley Resort and Spa  – recent Awards

The world’s first internationally accredited carbon-neutral resort, Wolgan Valley Resort & Spa has been honoured at the prestigious 2011 World Savers Award for its pioneering work and commitment to wildlife conservation.

The Condé Nast Traveler’s fifth annual World Savers Awards acclaims travel companies from around the world for their leadership in social responsibility. The rigorous process is judged across six categories including wildlife conservation, poverty relief, environmental and cultural preservation, education, and health initiatives.

Wolgan Valley was also awarded the Eco-spa of the Year category at the 7th Annual AsiaSpa Awards held in Hong Kong in November 2011.

To round up the clutch of accolades, Wolgan Valley was awarded the 2012 Condé Nast Traveller UK Gold List award in the Best Hotels for Service category. The Gold List features the best hotels in the world, and as Mike Dolan, a Gold List contributor, says of Wolgan: `The welcome here is warm, the service polite and intuitive, but in true Australian style, there isn’t a hint of ingratiation.’

Phil Cram, Liz Lycette and Andrew Adams Smith

The online course: Finance for Housekeeping Managers starts again 20 February 2012

Join our next online course: Finance for Housekeeping Managers – starting 20 February.

This year L&A will be presenting its supported online learning course 4 times. 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

Smartable Laundry servicing hotels in Macau

Following a recent visit to Macau, Liz Lycette from Lycette & Associates took the opportunity to tour the large commercial laundry, Smartable, on Coloane Island.

This huge commercial operation which opened in 2009 services many of the large Hotel operations on the Cotai Strip. Since it commenced operations 4 years ago, Smartable has grown from servicing one hotel to the current 12 hotels using their services.

The 3 Jensen CBW (continuous batch washers) have a total capacity of 7,950 kg of linen per hour! There are 6 more washer extractors with a capacity of 840 kg per hour. The 17 batch dryers which complement the washers have a capacity of 3000 kgs per hour and 3 tumble dryers have a 540 kg /hour capacity.

Big numbers! Over 280 staff run the whole operation, on one shift only with some overtime when the Hotels are full.

This operation also has a uniform and guest laundry dry-cleaning processing plant which has a capacity of processing a mind boggling 6,200 uniforms hourly.

The Smartable Management Team are keen to advise hotels on best practice such as avoiding misuse of linen and linen quality incorporating a component of polyester to reduce wrinkling and prolong linen life.

For more information on the Smartable laundry visit www.smartable.com.mo

Housekeeping course in Shanghai this February

The Development Programme for Housekeeping Managers will be held this month in Shanghai. This course 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 and development
Product – achieve and maintain consistency in presentation standards and property upkeep

The cornerstones of the training will include:
Facilitation in English and Mandarin. 
Theory, supported by a presentation, comprehensive hand-outs in English and Mandarin
Group discussions, case studies, role plays, practical work exercises
Work based project initiation through personal development sheets

Workshop details and fees:
Dates: Wednesday 15th – Friday 17th February 2012
The workshop runs from 09.00 – 17.00 daily, including 1 hour for lunch which will be provided.
Venue: Howard Johnson Plaza Hotel Shanghai, 595 Jiu Jiang Road Shanghai 200001
Cost: The investment is US$750 per person. (Full 3-day programme inclusive of all course material, including morning, afternoon tea and lunch) A minimum of 20 attendees is required for this course to take place

Registration:
Full registration and payment of US$ 750.00 will be available online at the L&A Website: http://www.lycetteandassociates.com/housekeeping-courses-training/

For more information email Josephine on josephine@lycetteandassociates.com

Optii Keeper Live at the London Mayfair Hotel

Optii Keeper training at the London Mayfair Hotel

Optii Keeper, the great new Housekeeping labour management software has hit London. The iconic Mayfair Hotel, Radisson Edwardian’s flagship property located in Central London went “Live” with Optii Keeper on 12th January 2012.  The Mayfair is the first hotel in Europe to use Optii Keeper.

The 5 star luxury Hotel has 406 rooms over 8 floors and has also just scooped the award for the “Most Excellent Bedroom” for the Schiaparelli suite at the 30th Annual Condé Nast Johansens 2012 UK & Ireland Awards for Excellence.

Ashlee Lindahl from Optii Solutions travelled over from Australia to help train the 125 Housekeeping staff along with the Radisson Edwardian Senior Group Housekeeper, Tina Andrade. Vincent N’Gueyilbe from Index Hospitality Solutions, the European Partners, was also on board to assist with the project.

The Housekeeping Team was the hero; the team embraced Optii with passion and enthusiasm which made for a smooth transition.

All eyes will now be on The Mayfair London as Optii Keeper propels their housekeeping department into the 21st century!

For more information on Optii Keeper visit Optii Solutions

Room attendants with their Optii Hand held terminals - an iPod

Managing Optii Keeper

SEQPHA Breakfast & AGM

The SEQPHA breakfast is on again. This time at the Sofitel Gold Coast, On3 Restaurant on Tuesday 7th February 2012. Start 7 am. They are also holding their AGM. All housekeepers welcome.
Members: $20.00
Non-members: $25.00
RSVP: Melissa Bent: Melissa Bent melissa@corporatedesigns.com.au

Working in Angola with Express Support Services

By Sandra Lunn,

I have just spent five weeks working in Angola with the Express Support Services (ESS) team to train their staff.   The workforce of Express is 94% Angolan.  A project like this has never been undertaken in Angola and it is the intention to get all 2500 staff a qualification over the next 4 years commencing with Certificate I in Hospitality.   Due to an intense civil war from 1975 to 2002 a lot of Angolans have little or no education.

Angola, officially the Republic of Angola, is a country in Africa bordered by Namibia on the south, the Democratic Republic of the Congo on the north and Zambia on the east; its west coast is on the Atlantic Ocean with Luanda as its capital city. Cabinda (northern Angolan province) has a border with the Republic of the Congo and the Democratic Republic of the Congo.

Angola was a Portuguese colony from the 16th century to 1975. The country has vast mineral, oil and gas reserves.  Angola is remote and undiscovered with little or no tourism.  It is an eye opener with extreme poverty, corruption, poor infrastructure and is incredibly expensive (in Luanda four tomatoes were $US24 and a rockmelon $US80).

I worked in two sites in Angola: Soyo and Malongo (Cabinda) staying in the ALNG (Angola Liquid Natural Gas) camp in Soyo and Chevron camp in Malongo. I also managed to fly via helicopter to an oil rig 70 kilometres off the coast of Angola and Congo.  The travel door to door, between Soyo and Malongo was about 5 – 6 hours but only a 12 minute flight.  As Cabinda is landlocked you can only fly in and out.  It can be a very frustrating process going through security to get in and out of the camps and airports.  The Soyo camp at capacity has 6000 residents, coming from 54 nationalities and 1200 Express staff.  The Malongo camp has 1500 residents and 1098 (including 617 sub-contracted) Express staff.  There is also about 350 staff based in the capital Luanda and off shore on the oil rigs.

Working with the Housekeeping teams across both sites was both fascinating and challenging, due mainly to the language barrier and cultural differences.  Staff are very grateful to have a job.  This is a breakdown of both sites Housekeeping departments:

Soyo

Approximately 291 staff including management and:

• 175 cleaners
  • 91 laundry attendants

Approximately 6,500 beds (6,552) divided into blocks:

• A Block (for visitors and senior managers) – 11 blocks x 24 rooms = 264 rooms. 1 person rooms with private bathroom
• B Block (for managers) – 11 blocks x 48 rooms = 528 rooms. 1 person rooms with shared bathroom
• C Block (for supervisors and foremen) – 16 blocks x 24 rooms = 384 rooms. 2 person rooms with bathroom.  Total capacity of 768 persons
• D Block (for all other workers) – 39 blocks x 32 rooms equals 1,248 rooms. 4 person rooms with communal bathroom. Total capacity of 4,992 persons.

Laundry department consists of:

• 3 x 24 hour laundries in camp
• Clean 30 tonnes of laundry per week

Laundry services for camp including:

• Laundry of client and staff items (3kg per person) on designated days and will depend on which block you stay in
• VIP’s and visitors have daily laundry service where it is picked up from your room around 7am and delivered back same day

Malongo

Accommodation Services has approximately 112 staff including 90 cleaners who clean external and off shore sites

118 cleaners (on site) with approximately 35 cleaning staff used on a daily basis to clean 1,510 beds

Laundry has approximately 55 staff including 51 laundry staff

98 janitorial staff that are used to perform general cleaning duties

Malongo camp is full of monkeys and you have to be careful not to leave food out or have things hanging around your neck as they will take them.  They are all over the camp.  There was a lot of wildlife in this camp such as impala, wild dogs, snakes (cobra and black mamba) and cats.  There is also the largest colony of bats in the world in the camp and it is phenomenal to see the damage they have caused to the trees.  You have to be very careful not to be bitten by monkeys, cats or bats and other animals due to many diseases especially rabies.

The cleaning performed is of a high standard.  The rooms are very basic but spotlessly clean.  The American clients are very pedantic about standards with beds to be made to exact measurements. In Soyo the room cleaners use no trolleys, work in extreme heat in summer and have to carry some supplies up steep stairwells and with no cover.  In rainy season there are very heavy rains which cause issues with mud and just getting around the camp, which is not sheltered apart from inside the buildings.  They work in teams in each block so tend to leave their cleaning supplies on the landing half way up the stairwell.  The clients only have Sunday off so are generally out of their rooms by 5am each day.  Each block has bed linen change days where they place a large trolley outside the block for dirty linen collection.

All client clothing that gets processed through the laundry is individually tagged with a number and your items are placed in a bag that has your room number.  They have a staff member that looks after the pickup, processing and delivery for a block.  I was staying in A block and in one day the A block laundry processed around 4000 items of clothing.

Some of the challenges Express face is cultural with women in their communities carrying everything on their heads.  The company has strict OHS policies with manual handling and will not allow this practice.  So the company has ongoing training programs and tries to educate their staff on safe work practices.  The issue is that carrying everything on their head is natural to them and when they go home each day this is what they do.  I saw many cleaning staff carrying all sorts of different things on their heads.  The most unusual was a packet of 100 toilet rolls which was perfectly balanced on a ladies head.  Unfortunately I didn’t get a picture in time.   In the laundry women have a more traditional role with them doing the ironing where men tend to do the heavy lifting.  In rooms again women tend to do the cleaning where men do the more heavy tasks or have senior roles.

The Angolans learn best using music and dance as this is an important part of their daily lives.  Express hold a safety workshop, with a selected topic, once a month where they ask all staff and they encourage community attendance.  Everyone gets a can of Coke on entrance and it is like walking into a night club with music blaring.  The topic when I was there was personal hygiene.  It was nothing like I have seen before where the Express OHS team start with a song that they have written called “Safety, Safety, Safety Number One”.  Everyone knew the words and everyone was dancing and singing.  Then they do a 10 minute play and then there is more music and safety and employee awards are handed out.  It was a big deal to win an award where there were big celebrations.  There were about 350 people there all laughing, dancing and singing.  It was wonderful, very motivational and that song is still in my head.

This was an amazing experience and one that I will never forget.  I met some lovely people, saw some amazing sites, ate interesting food like kudu and impala and I was looked after incredibly well by everyone.  We had a little saying over there “TIA TIA”.  When things didn’t quite work as we wanted them to, which often happens in Angola, we would just say “TIA, TIA: this is Angola, this is Africa”.  It somehow made it okay.

First published in the Executive Housekeeper Magazine and reprinted with permission from Sandra Lunn.

Housekeeping Training in Abu Dhabi

L&A’s UAE housekeeping training concluded with the Development Programme for Housekeeping Managers at the Fairmont Bab Al Bahr in Abu Dhabi. This was the 2nd course Lycette & Associates delivered in the UAE. The 3 day workshop is delivered in four modules and focuses on Housekeeping specific financial management, housekeeping operations, staff training & development and quality control & property upkeep.  The overall objective 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

On the 2nd day of People Management, 15 team members from various Rooms Division Departments joined the Housekeeping Managers to gain important team management skills through role plays and group activities.

Some feedback from the participants at the Dubai workshop:

Thank you very much Liz it was a great time and very useful learning session for all of us. I hope that I will join another session with you in future. Learning is never ending.

 It was a great time all of with you guys and will keep our network always. K…. I did not forget and I will send you tomorrow my manning formula as I promised to you.

It has been a pleasure to meet you and fantastic opportunity to be able to share this 3 days training with you.

Please find attached the pictures taken during the training. I hope you enjoyed it as much I did. Big thank you to Liz for make this great training happen and to all of you for coming. Keep in touch.

For more information on Housekeeping courses and training contact: Josephine van Damme

L&A workshop in Dubai

Lycette & Associates was in the UAE last month to deliver 2 workshops. One in Dubai and the other one in Abu Dhabi. The first 3 day Development Programme for Housekeeping Managers was held at the Raffles Hotel in Dubai. Participants flew in from Doha and Kuwait to attend the workshop.  The group gained an opportunity to network at the same time as learning essential management tools to run their busy Housekeeping operations in the Middle East.

The 3-day Development Programme is delivered in four modules; it focuses on Housekeeping specific financial management, housekeeping operations, staff training & development and quality control & property upkeep.  The overall objective 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

bathroom at Raffles Dubai

3 meter bed at Raffles Dubai