Hotel Cateys 2018: Housekeeper of the Year – Fernanda Telatin Lewis, the Goring

Sponsored by Diversey & Zenith Hygiene Group

 

Fernanda Telatin Lewis, executive head housekeeper of the Goring in Belgravia, London, is responsible for 69 luxurious suites and rooms in one of the finest examples of a traditional hotel in London.

 

Telatin Lewis has spent nearly three years at the Goring, and she is now responsible for a housekeeping team that consists of 23 full-time and four part-time employees.

 

She has been instrumental during recent refurbishments at the hotel, which have included redecorating the corridors, a refurbishment of the ladies' powder room and linen room, and the change of all mattresses. Telatin Lewis also recently launched a turn-down amenities offering, which provides guests with Asprey bath salts, lip balm and a facial mask.

 

Telatin Lewis is a great believer of communicating with her team and, in addition to normal daily briefings, she also hosts a departmental meeting each month with a varying theme. She has introduced a buddy system, where housekeepers buddy up with partners, reducing the time it takes to clean a room.

 

She has been responsible for many of her team developing their careers at the hotel, including one housekeeper being promoted to assistant head housekeeper, and she has supported five of her team members through the Goring's apprenticeship scheme.

 

Telatin Lewis has achieved a staff retention of 87%, an exceptional rate in this industry, especially as the Goring does not use casual staff and several members of her team have worked at the hotel for more than 20 years.

 

Other initiatives introduced by Telatin Lewis in the past year include a maintenance reporting app that allows employees to report any issues throughout the hotel; individual maid carts for her team, alleviating housekeepers struggling with heavy loads; as well as sourcing a new laundry supplier and organising video training. She also stages social activities, such as picnics in the park and the Great Goring Bake off, where her team was victorious.

 

Alongside the Passage she has also worked with the Refugee Council on offering two full-time placements at the hotel.

 

What the judges said

 

“Fernanda is an inspirational, passionate housekeeper, well respected in the hotel industry, who mentors other housekeepers and students. She has also implemented innovative ideas, including a specially designed maintenance app.”

 

Liz Smith-Mills, UK hotel consultant, LSM Consulting

 

“This was an excellent entry. Her work with the Refugee Council and the Hotel School set her apart. She listens to her staff, taking on their ideas, and this has been reflected in her very high staff retention.”

 

Amelia Lawrence, executive housekeeper, the Grove Hotel

 

“Fernanda is outstanding in everything she does with her team. Her charity work is excellent and she shows huge dedication to the hotel.”

 

Lesley Skelt, housekeeping consultant

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Shortlist

 

Tzveta Peneva-Ivanova Milestone Hotel and Residences, London

 

Fernanda Telatin Lewis The Goring, London

 

Michelle Ramage Borthwick Castle, North Middleton, Midlothian

 

Sudeepta Saha Park Plaza County Hall, London

 

Past winners

 

2017 Amelia Lawrence The Grove, Chandler’s Cross, Hertfordshire

 

2016 Jane Steel Luton Hoo Hotel, Golf & Spa, Luton, Bedfordshire

 

2015 Margo van der Werf Lancaster London

 

2014 Joanna Patek Hilton London Heathrow Airport Terminal 5

 

2013 David Smith Park Plaza Riverbank and Plaza on the River, London

 

2012 Lesley Skelt Coworth Park, Ascot, Berkshire

 

2011 Jude Gallacher Headland hotel, Newquay, Cornwall

 

2010 Barbara Sheridan Thistle Marble Arch, London

 

2009 Rachael Park Rudding Park, North Yorkshire

 

2008 Jean Roberts Hotel du Vin

 

2007Â Minjoo Leutwiler-Lee Sofitel St James Hotel, London