INDUSTRY ROLE MODEL CASE STUDY – BINH TRAN, DIRECTOR OF HOUSEKEEPING FOUR SEASONS HOTEL CANARY WHARF LONDON Introduction This case study is based on information kindly provided by the Four Seasons Hotel, Canary Wharf and Binh Tran the Director of Housekeeping at the hotel, and from the Four Seasons Hotels and Resorts website. Many thanks to Binh Tran and to Four Seasons for making this information available. Background information can be found in the organization case study.
The Four Seasons Hotel, Canary Wharf, London, is a quality work placement provider with Springboard’s INSPIRE scheme.
Housekeeping Housekeeping is part of the Rooms Division. Twice a day, Housekeeping team members keep guest rooms clean and tidy, and they also maintain all public areas of the hotel. They pride themselves on their attention to detail, looking to ensure that bathrobes are in place, amenities are in order and that guests always have fresh supplies at their fingertips. Guest room amenities include: • Twice-daily housekeeping, with evening turndown service • A special age-appropriate treat for children, delivered to the room • DVD/CD player with access to a DVD and CD library • Fax machine, upon request • L’Occitane bath amenities • Daily newspaper • Children’s welcome programme – age-specific amenities such as cribs, strollers, high chairs, diapers and bins, bathtubs, bottles and blankets, as well as games, colouring books and crayons
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Interview Name: Job Title: Location:
Binh Tran Director of Housekeeping Four Seasons Hotel Canary Wharf, London
1. Why were you attracted into the industry? I like the multi-culture of the industry as I can learn from different backgrounds. I have an opportunity to meet people from all around the world. This industry also teaches people to accomplish their goal as a team. 2. What was your first job in the industry? I started as a Room Attendant and worked my way up to my current position of Director of Housekeeping. 3. What educational qualifications do you have and/or training at work? How have these helped in your career? I completed Housekeeping Management, Front Office, Hospitality Sales and Marketing through long distance learning and at school after work. I also took some in-house courses such as “Leading and Motivating”, “Breakthrough Standards Performance”, “Handling Guest Complaints”, “Energizing and Empowering Employees” and much more. The hotel offers various courses ranging from technical skills to managing through in-house training. We also have training through a web based system which everyone can use to access the database for learning. These training tools are very useful as they assist me to be better in my career. 4. Did you have a mentor who encouraged you during the early stages of your career? If so, who and why were they inspirational? I have had a number of managers/mentors throughout my career. Each of them has taught me a great deal about the hotel business, especially Housekeeping. Lots of people consider Housekeeping is a low pay job and less appreciated. My managers encouraged and inspired me to see how important the Housekeeping Department is and its contribution to hotel business. 5. What do you regard as being your biggest achievement to date? As an immigrant from another country, I came here with nothing other than a blanket and some clothes. Now I am a Department Head in a respectable hotel. 6. What industry ambitions would you still like to achieve? I continue to learn and expand my knowledge of the hotel business. 7. What gives you a buzz about your job? The challenges and opportunities to provide better and consistent service to our guests give me a buzz. I learn new things every day.
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8. Why would you recommend the industry to potential recruits? The hotel business gives people great opportunities to learn new things, particularly about diversity and different cultures.
An example of the high quality guest accommodation The Four Seasons Canary Wharf
9. • • •
What are your top 3 tips to people entering the industry? Positive attitude in any situation Willing to learn Teamwork
10. What are your main tasks in a typical day at work? 07.30 arrive at work, check hand over, overview current staffing and adjust as require 08.00 team briefing 08.30 hotel operations meeting 09.00 Supervisor briefing 09.30 Onward Meetings, standard tests, review next day’s schedule, dealing with contractors, labour and expenses cost control, employee coaching. 11. Any other comments you would like to make? Housekeeping is the threshold of the hotel business. Having a good knowledge of Housekeeping gives employees a great understand of this business and it will help them further in their career. For further information please visit the website: www.fourseasons.com/canarywharf
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