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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.
But perhaps the most significant achievement for Telatin Lewis in 2018 has been her significant contribution to a partnership launched by the Goring with the Passage – a hotel school to teach homeless people the basics of hospitality and help them into full-time work. She has been instrumental in supporting several candidates through a 10-week programme that has resulted in several securing full-time positions within the housekeeping department.
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
Tzveta Peneva-Ivanova Milestone Hotel and Residences, London
Fernanda Telatin Lewis The Goring, London
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