Hotel Cateys 2019: Housekeeper of the Year
2019 Winner: Tzveta Ivanova, the Milestone Hotel & Residences
Sponsored by P&G Professional
Tzveta Ivanova leads a housekeeping department that employs 38 people and Ivanova has seven direct reports.
Over the past 18 months Ivanova has guided the housekeeping team through the largest programme of refurbishment in the hotel's history, all the while consistently achieving the highest scores for cleanliness, presentation and detail of any of the company's properties: Ivanova and her team achieved 100% in the hotel's most recent AA report; the 2019 Forbes inspection recorded 95% average scores across all four main areas of assessment; and Hotel Housekeeping Mystery Shop scores for the past 12 months have remained above 95%.
As well as always shining in her day-today work, Ivanova has implemented a series of long-term initiatives, including the Love Rooms programme – a spring cleaning competition that rewards the winner with a night's stay in the hotel.
When it comes to sustainability, her ‘green card' system allows guests to opt out of a daily linen laundering service, which has greatly reduced the hotel's carbon footprint and saved approximately £28,000 on costs per annum.
The CleanConscience scheme recycles toiletries and used slippers for a charity in Africa. She ensures the hotel remains competitive as an employer in an increasingly difficult employment market by constantly looking at new ways of recognising and rewarding each member of her team. She actively promotes the development of her employees' personal goals and personally guides less experienced team members by helping to clean rooms and demonstrating best practice.
She continues to work closely with colleges and the company's management programme to encourage more young people to get involved in hospitality.
Ivanova has been at the Milestone for more than 10 years and is respected for her expertise, knowledge and standards. This is evidenced by her second year of supporting and overseeing two hotels in Guernsey, setting up standard operating procedures. The esteem in which she is held can be seen by her 19 nominations for the Manager of the Quarter award in the past year.
WHAT THE JUDGES SAID
"Tzveta has achieved the highest standards in hotel housekeeping and continually strives to do so, along with maintaining a committed, focused and happy department."
Rachael Park, head housekeeper, Rudding Park
"Tzveta has amazing standards and is very proud of her team and will do anything for them in difficult circumstances. She has huge expertise and knowledge within housekeeping."
Lesley Skelt, housekeeping consultant
"Tzveta has achieved some incredible scores over the last year, including 100% in the AA report. Alongside these high standards she has developed her team and supported two other properties in the Red Carnation group. A very deserving winner." Sarah Banner, HR director, Royal Overseas League
Tzveta Ivanova The Milestone Hotel & Residences, London Adriana Milea The Ritz London KK Prabakaran Dukes London Laura Stimbiriene Holiday Inn Winchester Rosanna Tripaldi The Soho hotel, London Lisa Williams St Pancras Renaissance Hotel London
2018 Fernanda Telatin Lewis, the Goring, London 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 London Riverbank, and Plaza on the River, London 2012 Lesley Skelt, Coworth Park, Ascot 2011 Jude Gallacher, Headland hotel, Newquay, Cornwall 2010 Barbara Sheridan, Thistle Marble Arch, London
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