“Very knowledgeable and practical workshop conducted by Liz. Definitely recommend it, if any one wishes to keep up with the trends in Rooms Division.”
Mohit Girdhar, Housekeeping Manager
Four Seasons Hotel Sydney
“It has been our absolute pleasure to work with Lycette and Associates over the years. The advice, professional development for our staff, and up to the minute workshops for our students are always excellent.
We look forward to working with Lycette and Associates within our unique applied program in our Masters Degree in International Hospitality in order to continue our pursuit of excellence in this area.”
Jane Adams, Director Operations
Blue Mountains International Hotel Management School
“Lycette and Associates are retained by Swiss-Belhotel International to maintain our high standards of housekeeping in all our hotels. The L&A team are so professional and really deliver the Swiss-Belhotel culture as well as training and development for our housekeeping departments. SBI has now over 120 hotels and projects and we could not maintain international standards without the professional support of L&A.”
Gavin Faull, Chairman and President
“This is a quick a note of appreciation for the Housekeeping training workshop that was held in India. I received only positive feedback from all participants. The team overall appreciated the insights and provided tools. The workshop helped us take Housekeeping as a discipline in India and within the Marriott group to the next level. The team has already started to implement their learnings. Looking forward to the next workshop in 2012.”
Gerrit Graef, Area Director Operations
South Asia, Malaysia and Australia – Marriott International
Just as I remember, when we worked together years ago, thoroughly professional, detailed, sharp, and fun.
The report and action plan for improvement is now our Housekeeping bible. The whole exercise was a great success. ”
General Manager, The Sukhothai Bangkok
Galaxy Macau appointed Lycette & Associates to develop training plans and conduct the initial housekeeping training to our newly hired Room Attendants, Houseman and Supervisors during the pre-opening of Galaxy Hotel and Hotel Okura Macau the training was conducted in Simplified/Traditional Chinese and English to over 250 team members.The short term objective of this project was to ensure that all team members received detailed training on the correct standards, systems and processes as defined by each property and the long term objective to build the foundation for the post opening training.As we enter out third month of operations our departmental trainers have a robust training plan to ensure all new hires follow the same stringent training standards as pre-opening which has allowed us to maintain consistent operational standards as we move forward. I found that the outsourcing of this training component allowed the Managers to focus on the rooms handover and “clean and set” for licensing and at the same time not compromise training. ”
Assistant Vice President Housekeeping and Environmental Services, Galaxy Macau
“An invitation was extended to all Executive Housekeepers and Assistant Housekeepers in Kuala Lumpur, Malaysia on 13th July 2010 and 25 of them participated in the talks on Staff Productivity Management in Housekeeping presented by Miss Elizabeth Lycette from L&A Housekeeping Management Consulting. The followings topics have been shared by Miss Lycette to all the 25 Housekeepers: – Finance Management in Housekeeping Operation – Measure productivity and give incentives for improving – Staff performance recognition schemes and incentives – Tools to improve productivity in Housekeeping – Embrace new technology to improve productivity – New innovations trends to cut down cleaning time and clean effectively – Introduction of various tools likes micro fiber products, Nanotechnology, Ezimaid bed lifting system and Optii Keeper – Housekeeping software system All the Housekeepers were very pleased to receive such informative knowledge and looking forward to have more intensive program in the near future with L&A Housekeeping Management Consulting. Well done L&A and looking forward to your next development program for Housekeeping Managers. ”
Norlailee Ong bt Abdullah
President of Malaysian Association of Housekeepers
“Liz Lycette was contacted by Saujana Hotel and Resorts to provide one week’s Housekeeping consultancy to both The Saujana Hotel and The Club at The Saujana, a Leading Hotel of The World between 5th July and the 13th July 2010. The objective was to re-organise both hotels into a productive high end housekeeping identity capturing the brand standards of Leading Hotels and reaching out to a more personalised service for the five star boutique operation and placing a more refined critical objective for The Saujana Hotel Kuala Lumpur which had been allowed to elapse operationally without tightening up of the services and costs associated with a more updated energetic and targeted housekeeping operation. To read the complete reference download the PDF”
“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
“We have been more than happy with the assistance we have received from Lycette and Associates. Initially they conducted an audit of our housekeeping and laundry operations, after which we were able to proceed with an action plan. Some twelve months later, following a major refurbishment we identified that we needed to improve the overall quality of our housekeeping in order to maintain our new product in pristine condition and therefore we called on Lycette and Associates again. Having Agnes on the ground here in Bali enabled her to come in two to three times a week over a period of three or so months.With a team that has a long service history, we had to go back to basics and develop new task lists, task breakdowns for each task (a big and arduous task!) Having Agnes in and out meant the housekeeping management team could be set manageable targets from week to week and consult with Agnes on various technical issues so clear progress could be made. A professional report was produced after each visit with a running action plan as to what had to be completed, approved and agreed upon before the next visit which eased the implementation process.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.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.I have no hesitation in recommending Lycette and Associates to any prospective hotel.”
Robert Kelsall, General Manager
Bali Dynasty Resort, Bali Indonesia
“L&A conducted a thorough audit of the Housekeeping and Laundry departments and prepared an action plan that was focused on improving standards of cleanliness, identifying training needs, setting goals and setting direction of the department.
… L&A conducted training for Supervisors and Senior Housekeeping Managers, reviewed manpower productivity levels and helped set a clear direction in improving standards and procedures.
…Through the action plan and ongoing communication, we have found great improvement in the operations, processes and standards of the department.”
Nigel Roberts, Managing Director
Langham Hotel, Hong Kong
“Subsequent to this extensive operational review, a detailed and prioritising action plan was proposed. A total of 4 visits (by L&A consultants) during the 6 month project providing support and overall supervision, ensuring all goals and objectives were successfully implemented and achieved in a timely manner… the setting of specific departmental goals with detailed time lines has given the Senior Housekeeping team a very clear action plan to work to in the future.
…The very practical and hands-on assistance has greatly benefited the Housekeeping Department.”
Josef Dolp, General Manager
“In this programme, all main areas are covered: Financial Management, Housekeeping Staff Management and Coaching Workshop and Maintaining Housekeeping Quality Workshop. All these three areas include all topics in the housekeeping department from budgeting, planning, administrative work, training, supervision, maintenance to new trends in hotels. Different teaching methods are being applied throughout the whole programme, such as role play, case study, sample display, forms and checklist given, group discussion and interesting games. All these enrich the quality of the programme, especially the checklists and the forms, they can allow all housekeepers to use immediately which receive very positive comments among the participants.”
Gloria Wong, Director of Pousada
Institute for Tourism Studies, Macao
“The External Development Programme for Housekeeping Managers is the first course of its kind and I have had great pleasure in participating in it.
I have found the handouts and templates provided in the course an enormous help. Whenever updating a job description or a stock-take I refer back to the course folder for inspiration.
I would recommend this course to all Housekeepers, Assistant Housekeepers and experienced Housekeepers alike.”
Kamila Smirski, Executive Housekeepers
Shangri-La Hotel, Sydney
“L&A have produced an outstanding course that targets Housekeeping Managers, Assistant Managers and Supervisors in the Housekeeping Department. Having completed a Diploma in Hospitality Management and 10 years of experience in Housekeeping, I believe that the information provided by the course has been very effective and a great tool in developing both myself and department to the next level.
… I feel the course has helped fine tune my work practices and clarify any doubts I may have had. It has provided my place of work with a wealth of knowledge through handouts which have created a type of manual, that will always be their as a guide not only to me, but my whole team.”
Alex Atkinson, Executive Housekeeper
Park Hyatt, Sydney
“The opportunity to attend the External Development Programme run by L&A has been invaluable to my professional development. The Housekeeping modules provide information on all aspects of the position of Executive Housekeeper. I don’t know how I would have prepared my presentation for Capital and Operations budget for the financial year without the course notes and the availability of both Ariane and Liz. Preparation of the End of month reports has also become a lot easier with the information provided in modules on Financial Management. There are always backup and course notes to fallback on. I highly recommend the course.”
Carol Hanna, Executive Housekeeper
Radisson Kestrel, Manly Beach, Sydney
“As a result of L&A Associates consultancy support at Mandarin Oriental Jakarta the management team were able to introduce new systems that resulted in an improvement in the hotel’s key performance indicators and overall guest satisfaction ratings.”
Andrew Abram, General Manager
Mandarin Oriental Hotel, Jakarta
“Liz helped us address inefficiencies in our Housekeeping and Laundry operation earlier this year. She provided us with on site, hands on assessments which helped us determine what the main causes were. We implemented all recommendations which involved team members and changes in headcount, along with process change. Since the changes we have not only achieved considerable savings in casual labour in both areas, the quality of our room product has increased, and before Liz assisted us we used to get at least 3-4 comments a week about cleanliness and now we’d be lucky to get 1.”
Justin Malcolm, Director – Rooms
The Westin, Kuala Lumpur
“The information was pertinent, interesting and even, at times, eye opening for my executive housekeepers. The manner in which the modules were presented kept their attention, had a nice natural flow from subject to subject and left them with a strong sense of direction once they returned to the properties. But above all, it gave them a sense of confidence that they were on the right track, that the policies and procedures they have in place are a good foundation upon which to build. They are both taking back the information they gained at the workshop and integrating it into their respective departments.”
Amery Burleigh, Director of Operations
Cypress Lakes Resort and The Golden Door Elysia Health Retreat
“The feedback from all those who attended has been very encouraging and positive. You have given them all a lot more confidence in tackling the finance area. Overall comments were that the format was very professional and all the information is very useful for all the participants.
You have assisted PHAN in one of its main aims of educating the membership and I hope we can continue this relationship… Once again, thank you for your effort and enthusiasm and congratulations to you on a job well done.”
Maureen Jolowicz, President
Professional Housekeepers Association NSW
“Our organisation has expanded rapidly and L&A has provided us with a great opportunity to reflect on our current human resource procedures and work on those weaknesses that are not allowing us to keep up with that expansion. It is the best Internal Audit we have ever conducted. Expectation has become the key word in our organisation and its use is providing our staff with the best possible working environment because everyone knows where they stand.
The best thing about L&A is that they GET IT, because they have been in our high heels!!!!!!!!!”
Nikki Ireland-Pietsch, National Operations Manager
International Hotel Services, Sydney
“I found the (Moving People to a Common Goal) course both informative and uplifting. It put the challenges faced on a daily basis in leading such a dynamic resource as labour into easy to understand and concrete terms. The relevance of this was amazing. While I was at the workshops an interview was arranged for me for a new staff member and I prepared my interview using an expectations list as taught by Tim. It was the best interview I have conducted.”
Carol Hanna, Executive Housekeeper
Radisson Kestrel, Manly Beach
“L&A conducted an informative and valuable “Coaching Skills for Housekeeping Supervisors” course for Toga Hospitality’s housekeeping leaders. The fundamental principles outlined in this course were relevant, easily understood and assisted in developing our team members’ leadership skills. The facilitators used real-life examples that the delegates could relate to. Feedback from the attendees identified that they felt confident about implementing new skills learnt in the course, in their own workplace.”
Cara George, Training & Development Manager
Medina Apartment Hotels, Vibe Hotels Australia & Travelodge Hotels
“I found the Leadership Module very interesting. It provides tips on how to implement things that we often know about but are unsure about how to execute. I would recommend doing this course to all Housekeepers.”
Kamila Smirski, Executive Housekeeper
The Shangri-La, Sydney
“L&A have worked with the Mandarin Oriental Jakarta for a number of years and are currently supporting the property as it prepares to re open in 2009.
L&A is a company that is proactively involved in the industry as a whole and are involved in a number of ‘macro’ projects that will support greater efficiency in hotels throughout the Asia Pacific Region without compromising quality to the customer.
We would be happy to recommend L&A as a professional partner in this very important field of our industry.”
Mr. Andrew Abram, General Manager
Mandarin Oriental, Jakarta
“Swire Hotels is a group of intriguing urban hotels, each individual, design-driven and customer-centric. We therefore require our partners and to understand these differences and work with us on the best delivery possible, for pre-opening and beyond. Liz and Ariane have proven themselves to be more than well equipped to work with us. Their skill, experience and industry knowledge are second only to their passion and enthusiasm. We are delighted to work with them and look forward to a strong partnership in the years to come.”
Dean Winter, General Manager
Swire Hotels, Hong Kong