Post Housekeepers Conference on Continued Learning

The Housekeepers Conference of 2007 on Continued Learning was held on 29 July 2007 at Sun City.

Opening Speech  | Mission Vision Values  |  Conference Feedback  |  Evaluation Form  | 
| Instructions for Completing the HASA Conference Menu  |  Presentations | 

Opening Speech by Margaret Lamont,
Chairpserson of HASA

Good evening everyone, and the warmest welcome from all of us on the HASA committee to another HASA conference.

To those of you who have travelled from neighbouring countries, we are delighted that you have been able to attend.  We know that the friends and knowledge that you will gain from this conference will benefit all, and we hope that you find South African hospitality warm and welcoming.

This conference promises to be the best yet, but we must not forget that our conferences would never be possible without the continued support of our loyal sponsors, who support us year after year.

Thanks must also be given to our employers, who have allowed us this opportunity to attend. I urge you all to make the best of your opportunity here, and go back to your staff with a revived enthusiasm and passion, which will showcase that we, as Housekeepers, can contribute positively to the standards in the hospitality industry across the whole country. 

2007 has been the most productive year for HASA.

The vision of the committee has always been to improve the image of the Housekeeper and to encourage youngsters to aspire to becoming Housekeepers.  With this in mind we embarked, with the assistance of Bidvest and the benefit of the donation that they invested in HASA some years ago, on a learner ship program that would benefit the industry, and hopefully produce inspiring Housekeepers.

To achieve this, the project had to have some inspiring leaders, and with the assistance of Brenda Davidson from QTAC, Joyce Osbourne and Karen Borain who all gave selfishlessly of their time, expertise and excellent training material, we are proud to be able to advise you of the success of this project.

We started the year with 18 learners and 16 have completed the gruelling course.  The cherry on top for HASA is that each and every one of these learners is currently employed and they have been given a kick-start in the hospitality industry.

The exciting spin off from this year’s success is that for 2007/2008, THETA has granted 28 learnerships.  Induction has already been completed with the learners and their course starts on the 5th of August 2007.

I would like to take this opportunity to thank Emperors Palace for hosting the leanership program, and allowing us to use their incredible resources to further the education of Housekeepers in training.

A special thanks to the Emperor’s training department, especially Beverly Muller who has played a huge role in the co-ordination of the course.

During the year HASA has also hosted, in conjunction with our partners in industry, continued learning workshops to the benefit our members, and always with the intention of broadening our knowledge base.

This year we have completed topics covering:

• Death in a hotel room!  Hosted by Emperors Palace
  This lecture had everyone upright in their seats and many delegates left feeling that this was certainly an eye opener 
• Why pile and not tile? Hosted by Millicare 
• HACCP - what does it mean to you?  Hosted by Wetrok
  I am sure you will all agree that although the focus of HACCP is currently on the FB side, HACCP will be coming to the Housekeeping departments soon

Events still to come in 2007 will be an educational on Breast Awareness a topic that all women need to have a healthy regard for. Being Housekeepers we have a responsibility to look after ourselves as well as our staff and it is iniatives such as these that give us the tools to be more understanding compassionate managers.

Watch the website for your invitations and more information www.hasa.org.za

Another initiative that will be offered in September by our inspiring Executive Manager, Simone Lobetti, will be the continued learning workshops. These will be held in conjunction with the learners so if you are hosting a learner please support the learner and come along.  Your support alone will be an incredible boost to these youngsters.

These workshops will be open to all, at a nominal fee of R300 to cover our expenses and to ensure that you are fed for the day.  Never forget that HASA is a Section 21 Company and that means that we are a non-profit organisation. Our committee gives of their time and expertise purely for the love and passion that we have for this industry.

In 2007 our membership has grown but I am sad to say that there are also some who have fallen away. In particular a number of hotels have e-mailed stating they no longer wish to belong to HASA. It is up to all of you as members, to be HASA ambassadors, to continually promote the HASA initiative, and to spread the continued learning that HASA exposes us to.

I would like to now introduce you to our dedicated HASA committee.

Firstly Simone Lobetti who is the driving force behind the committee. Her dedication to the hospitality industry cannot be questioned and she has proven to be just the injection of inspiration that HASA needed to continue to move forward.

Tony Balabanoff, of City Lodge fame. I am sure most of you know Tony is the man behind the signature on the cheque book, and watches the rest of us carefully in case we get carried away. Tony has been with us for the duration of HASA and will always be seen as the HASA mentor.

Hazel Barnard, who unfortunately is not able to join us this conference due the recent death of her mother, is another founder member. Her company Hychem is another of our loyal supporters and we are in Hazel’s debt for so much, not least of all the fact that she hosts the HASA office from her premises and we hold most of our committee meetings in the comfort of the Hychem boardroom.

Brenda Davidson is another dedicated member. Brenda is not with us due to the illness of her husband and we send our best wishes for his quick recovery. Brenda through her company QTAC has been the support that the HASA learners required to complete their course.  She has invested hours too many to count in this project and has achieved amazing results.

Marcel Kobilski from the City Lodge group is one of the calming elements to our committee and always brings wisdom and balance when the going gets tough.

Cecil Makgalemele, another of our industry supporters has been a dedicated member of our team this past year. Cecil is a director of Johnson Diversy but also wears the HASA hat with dedication and passion. 

Pieter Van der Westhuizen is another HASA supporter of long standing. During his time with Prestige he promoted Housekeeping and brought the lot of the contract Housekeeper to a different level. Pieter has recently left the Bidvest group, but fortunately his expertise has not been lost to our industry. He is now simply using his knowledge to ensure that his new company is a supplier of the best equipment to the industry.

Jayne Weiffenbach is currently a Prestige Manager who has reached the top of her profession. Jayne gives willingly of her expertise in all meetings. Jayne is our current liaison with the Bidvest Group.

Wilma Steyn who is currently with the Supercare group is another valued member of our committee.  Wilma understands the housekeeper’s role in the hospitality industry from her own experience in both the front office and housekeeping departments of several Southern Sun hotels. 

So now you have met the committee. They are an amazing mix of people that have worked selflessly to make this event possible for all of you.

We encourage new participants in our committee, and would therefore encourage all of you to stand up and be counted, and to do your bit to assist in the goal of making the hospitality industry proud to call us professionals in our field.

Our thanks also go to Cohesion Events in the form of Sharon and Debbie, an events team that we have been privileged to work with in the past, and who have done an amazing job in organising all the finer details of the conference.

There are really so many people to give credit to for a conference like this, but I can assure you that their reward will be in what you as delegates contribute to it, so please show your appreciation by your participation.

Give it your undivided attention and we will all go away as WINNERS.

We have exciting times for HASA going into 2008, but remember it is your organisation so participate and help us take HASA to new heights.

Watch the HASA website as we intend to amaze you all.

Thank you to all the sponsors, guest speakers, and everyone that is participating.

My personal congratulations to the nominees of our awards and I will look forward to an exciting evening on Tuesday. 

Remember have fun, enjoy and above all make sure you have lots of new initiatives to take away with you.

Click here to open this speech in pdf format.

  HASA Mission, Vision and Values

Leading Transformation in the Housekeeping Profession through
Learning, Networking, and Setting New Trends

“THE” HOME of YOUR DREAMS

Collaboration
Learning
Leadership
Trendsetter
Transformation
Respect

• Building a forum for networking
• Building fundamental and firm relationships
• Creating the platform to influence the growth and development of the profession
• Sharing of ideas and expertise
• Drawing on resources of the industry for the betterment of the profession
• Linking with and promoting the Housekeeping profession in and throughout the Continent

Learning

• Act on narrowing identified skills gaps
• Create a platform and environment for learning
• Promoting growth of the profession through continuous learning

Leadership

• Building, living and leading the Brand Culture
• Providing direction and focus to the profession
• Championing value - add to the Housekeeping experience

Trendsetting

• Generating and presenting new and creative thinking
• Identifying and promoting world class accommodation experiences
• Creating new and exciting housekeeping offerings

Transformation

• Participating in and influencing forums to support the industry
• Promoting individual transformation of Housekeepers as business people
• Creating an enabling environment for all who add value to our guests experiences
• Transforming dreams into reality

Respect

• Recognising the humanity in each other
• Conferring dignity to the profession and the people in it
• Honouring the vital role that the profession plays in the hospitality industry
• Operating within a high standard of professional and ethical morals
• Maintaining the dignity of the profession

Critical Success Factors

• Marketing
• Branding / Identity
• Learning Culture
• Credibility
• Growth
• Industry Support

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Conference Feedback

Following the workshop, below you will find all the information that was extrapolated from your hard work:

Suppliers

• Continued business – loyalty
• Timely payments
• Clear, concise and timely orders
• Honesty – feedback
• Clear communication
• Opportunity to present their products
• Education and ongoing training
• Current updates of new products
• Respectful relationships with good ethics

Colleagues

• Perceived as a nurturing department – providing support for all
• Expert trainers – we develop our team to being expert cleaners
• Housekeeping is not taken seriously – are seen as merely a cleaning department
• Easy to blame – “housekeeping’s fault”
• Housekeeping Managers are Job specific
• Staff in housekeeping are unskilled
• Housekeepers in general are perceived to be very difficult to deal with
• Other departments perceive operations in Housekeeping to be less important

Management

• Unskilled labour – illiterate and not trained
• Are a cost to the business and do not add revenue
• Seen as the dumping ground for problems and complaints
• Most have not done what room attendants so and so there is a lot of ignorance from management (their perception)
• Thieves –untrustworthy as the staff have more contact with the guest belongings that any other staff
• Housekeeper is seen as the “old cranky, nagging woman”
• Relegated to the dungeons – offices with no windows, air conditioners etc.
• Housekeepers are held accountable but are not consulted when decisions are made (e.g. not consulted with setting of budgets)
• Need to be invisible – clean but do not be seen
• Technologically disadvantaged – other departments get computer upgrades, housekeeping get the old computers, no computer training
• No money spent on training

Captains of Industry

• Positivity
• Quality
• Results
• Profitability
• Attitude and behaviour
• Self esteem
• Trust within the team and all stakeholders
• Commitment
• Service Excellence
• Training of the team
• Decisiveness
• Creativity
• Ability and Skills
• Consistency
• Use of initiative (within parameters)
• No complaints
• Professionalism
• Good planning
• Communication
• Team work
• To act in the best interests of the company

Staff

• Loyalty
• Job security
• To feel cared about and important
• Us to lead by example
• Be involved in planning and being productive
• To have the correct tools / budget
• To be fair
• Admit to mistakes
• Staff needs are met
• Educate and train at different levels

Paying Customers

• Respect
• Things done in their time
• Positive attitude
• Honesty
• Make the guest feel welcome – friendly service
• High standards of service
• Flexibility
• Anticipate and meet all the needs and requirements
• Ambassadors for our country
• Home away from home
• Trustworthy staff
• International standards
• No excuses
• Value for money
• Understanding the guest profile
• Personal contact – introducing ourselves to the guest

Shareholders

• Sustainable profitable standards
• Future growth – 5 year plan
• Growth in investment
• Growth in market share
• Confidence in product
• Profit margin versus budgets

Ourselves

• To be the best at all times
• To change the way in which the world and others perceive us in the role of the Housekeeper
• To walk the talk
• “Attitude”
• Ignored – mushroom syndrome. Need to be involved in decision making
• Overworked and underpaid – market related salaries and interdepartmental co-operation and support
• Not appreciated – need recognition
• Easily criticised – need to be motivated
• Underskilled – need training and development
• Creative
• Hardworking
• Passionate
• Team players
• Role models for our teams
• Multi-skilled and can multitask
• Foundation of every hotel
• Inspirators
• Problem solvers
• Work well under pressure
• Low self esteem
• Need to be Proud, efficient, productive, passionate, effective and results orientated
• To maximise and optimise exceptional service with motivated staff in achieving guest expectations as well as our own

2. HASA SWOT Analysis

3. Desired Future State

• Keeping up with technology
• Fully TRAINED management staff
• World Class staff
• Communication with peers in other hotels
• High profile department (move away from back of house)
• More accountability
• NO More sub-department
• Trend setters – keeping up with and exceeding trends
• Managers to include suppliers / role players in all trend setting (i.e. bigger picture)
• Independent business unit within the hotel
• Innovation
• Efficient
• Continually adding value
• More key players involved with HASA
• Vision must be encompassed by ALL management
• Room checkers = key maids – add value to the job
• Supervisors to be more empowered – freeing up Exec Housekeeper’s time
• Supervisors to take on an operational role so that Executive Housekeepers can focus on more strategic elements
• Money – invest where we need to be – we get what we pay for
• Train the trainer
• Stop screaming – reward positive behaviour
• Staff included in understanding more of the profile of the guest
• Continue to evolve the role of the staff
• LEAD NOT FOLLOW

Mission, Vision and Values Statement Preparation

• To lead and inspire the industry
• To add value to the Hospitality industry
• To create networking and enrich our knowledge
• To establish our Mission, vision and values
• To create a common goal in order to build strong relationships
• A podium to voice our ideas
• To support and enhance the association
• HASA stands for continued learning
• By representing all of the different Hospitality groups, role players, collectively or individually it can use strong negotiating power to better the future of Housekeeping
  Provide a platform to introduce knowledge and share ideas
• Can get all of the right stakeholders involved – hotel groups, Theta (etc.) in Skill building
• Get rid of negative thoughts and perceptions about the profession
• Assist in standards setting and benchmarking
• Become Captains of our own Ships – create the forum and platform for empowerment

HASA is a tool to assist us in realising our dreams.

Where are we going?

• Forward
• Recognition – “Getting into the Continent, Sharing knowledge”
• Dedicated website – to reach more people
• Prominent organisation
• Include Guest Houses
• “Empowerment”
• Building the “Ubuntu” spirit, collectiveness and communicate at all times
• Regional and Provincial representation
• Brand to be more powerful
• Trendsetters in standards
• Influence and support with Hospitality and related organisations
• Cultivate and develop new housekeepers for the future; providing better and multi-skilled professionals
• Database of housekeepers, suppliers and other professionals

What is the Housekeeping Experience?

It is the experience enjoyed not only by the guest but by inter-departmental and internal staff. Housekeeping achieves ambiance by employing the assistance of all the senses. We use sight, sound, touch, and smell, not only the guest experience but the want and need to be at work.

Friendly staff and safety go hand in hand as we may not only inform guests about safety but we also set people at ease ensuring a comfortable environment.

In leading passionately we inspire all staff to buy into and follow a company vision.

HASA Strategic Thinking

Leading Transformation in the Housekeeping Profession through Learning, Networking, and Setting New Trends

HASA Vision

The HOME of YOUR Dreams

Values

• Collaboration
• Learning
• Leadership
• Trendsetter
• Transformation
• Respect

Value Behaviours: (Code of Conduct)

Collaboration

• Building a forum for fundamental and firm relationships through networking
• Creating the platform to influence the growth and development of the profession
• Sharing of ideas and expertise
• Drawing on resources of the industry for the betterment of the profession
• Linking with and promoting the Housekeeping profession in and through the Continent
• Creating a common focus for the different aspects of the profession – Hotels, Guest houses, Contract Cleaners and Suppliers

Learning

• Act on narrowing identified skills gaps
• Create a platform and environment for learning
• Promoting growth of the profession through continuous learning
• Development of multi-skills required as a business and housekeeping professional

Leadership

• Building, living and leading the HASA Brand Culture
• Providing direction and focus to the profession
• Championing value add to the Housekeeping experience

Trendsetting

• Generating and presenting new and creative thinking
• Identifying and promoting world class accommodation experiences
• Creating new and exciting housekeeping offerings

Transformation

• Participating in and influencing forums to support the industry
• Promoting individual transformation of Housekeepers as business people
• Creating an enabling environment for all who add value to our guests experiences
• Transforming dreams into reality

Respect

• Recognising the humanity in each other
• Conferring dignity to the profession and the people in it
• Honoring the vital role that the profession plays in the hospitality
• Operating within a high standard of professional and ethical morals
• Maintaining the dignity of the profession

Critical Success Factors

• Marketing
• Branding / Identity
• Learning Culture
• Credibility
• Growth
• Industry Support

The Role of Housekeepers

• Responsible for the overall cleanliness of the property and environment
• Engage with guests to obtain feedback and information that can be used to create new experiences
• Understand the Guest Profile in order to structure inspirational moments of service magic that create guest satisfaction
• Lead our teams by providing inspiration, motivation, encouragement and belief in the value they add through what they do
• Continually reinvent what we do and how we do it by being curious, adopting and setting new trends, and being innovative in our decision making
• Collaborate with colleagues and other functions within hotels and hospitality to create synergies and expand on what is possible in creating great guest and staff experiences
• Be an Ambassador – be a role model and show case of the Mission, Vision and Values of the hotel and HASA
• Develop our people through training and empowerment and trust in their capabilities and respect for who they are, thus taking them to new levels of performance
• Be “The Fairy Godmother” – we are the Glue and create the synergy
• Develop our business skills, capabilities and competencies to add real value to our business, staff and guests

Branding

Logo suggestions and slogans made by each group. Given to the Committee to finalise. Three logos and slogans will be identified and circulated to delegates for them to vote on.

Brand positioning

Benchmarking new housekeeping trends in product, service and learning experiences for guests and staff.

Brand Promise

• Beyond Housekeeping

Brand Personality

• Sassy
• Peace of mind
• Vibrant and ambitious
• Funky and innovative
• Modern and inspired
• Open minded
• Friendly
• Believer and professional
• Flair
• Honest
• Nurturing
• Passionate and dedicated
• Hip, hop and happening

Brand Essence

• Continued learning

Click here to open this feedback in pdf format.

Please send us an email if you have any comments to add to this feedback.

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Conference Evaluation Form

Were you at the Conference? If so, please help us by completing the Conference Evaluation Form and faxing it back to 086 685 8344. Download and print the form here.

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  Instructions – Completion of the HASA Conference Menu

Hi All,

I trust that everyone has settled back into their routines after the HASA Conference. It was an incredible experience for me and I would like to thank all those who attended for their incredible participation and effort that they put into the learning elements of the Conference. It was a privilege to see the shift in the group from day 1 to day 2 with participants being active, positive and raring to go. The positive energy in the room was amazing. Well done too, to you all for the outputs that were generated by all of the groups.  They have been consolidated into Conference Notes.

As a reminder, a certificate of participation in the Conference will be issued to you on completion of the Post Conference Assignment. You are required to:

1. Complete your menu “Towards 2010 and Beyond” – the colourful cardboard insert that was handed to you on the first day of the Conference by using the Conference notes to complete the blocks in the menu.
2. Arrange an appointment with your General Manager to discuss the assignment and what we covered and addressed at the Conference, using the completed menu as the basis for your discussion.
3. Have your General Manager sign off your menu an forward a memo to HASA confirming that you have completed the Post Conference Assignment.
4. HASA will then forward to you your certificate of participation in “Towards 2010 and Beyond”.

Looking forward to hearing from you as to the impact that the Conference has had on you both personally and professionally. Please take time out to complete the HASA Conference Evaluation Form to give us your feedback.

Kind regards

Angela James
7 Generations
angela@7generations.co.za

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Speaker Presentations

The following Presentations are available in pdf format:

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