The Hilton Sydney has undergone a dramatic rooftop to basement reconstruction in recent times producing a complete re-think on hotel form and function. But it’s not just the physical changes that are now reaping the rewards as executive housekeeper, Leonie Looser, revealed.

In July 2005 the Hilton Sydney re-opened for business after a 30-month, $200 million makeover. Combined with the initial purchase cost, the hotel was the largest single site investment made by the Hilton International in the group’s history. The renovation saw the removal of the original five-storey building to create a dramatic, sun filled 20m lobby in the heart of the site’s 577 exquisitely furnished suites and rooms.

However, a much less obvious, but crucial change saw a complete revamp in the sourcing of housekeeping staff. The Hilton Sydney took an innovative approach by outsourcing the entire housekeeping team, a first for a large five-star hotel. “We looked at the running costs with an in-house operation and externally we felt that our costs would be finite by taking the out source model,” Leonie said.



“We invited five companies to tender, set our parameters and then commenced the negotiation procedure,” she said.

Selecting Empire Hospitality to out source staff, Leonie now leads a team of 110 staff.
“The hotel is now guaranteed availability of supply at all times. Our staff is well trained and we have many loyal and hardworking team members,” Leonie said.

“We also provide staff incentives; there are two employee of the month awards for the housekeeping department, a quarterly morning tea is provided and all staff members participate in the greater hotel mini incentive programs (Star Bonds),” she said.

Throughout the 10 years of being executive housekeeper at the Hilton Sydney, Leonie says she’s also seen a change in the demographic of housekeepers.

“We now seem to be attracting more and more staff that has come from the greater Asian Basin…and as a result many of our staff has English as their second language, which can be quite difficult at times,” she said.

To combat the language barrier Leonie made sure communication with staff was at the highest of standards. “We seek to ensure that the communication to each member of staff is adequate by translating documents or finding another staff member who may be more fluent in both languages. “Also writing lists in other native languages like Russian or Mandarin helps break the communication barrier with staff,” she said.



Leonie believes that a firm but fair approach to staff along with a high degree of organisation enables her to oversee the daily activities of her large department.

“As we have so many activities being carried out in such a high volume business organisation is the key to the department’s success. The executive housekeeper must be the puppet master!” she said.

In addition Leonie stresses the importance of maintaining a solid network of suppliers to the hotel.

“We try to maintain a strong working relationship with our suppliers such as Karisma Solutions and Menzies Group.

“Karisma Solutions, for example, has supplied out guest amenities in a timely manner at all times. This is so important as the guest amenities are our second largest cost,” she said.

The new Hilton Sydney is now reaping the benefits of its internal and external changes. It’s now once again one of Sydney’s premier venues for not just food and wine but accommodation. Located right in the heart of the Sydney the hotel offers magnificent view and convenient access to the city’s favourite destinations.



The 577 rooms and suites consist of: 81 guestroom plus, 293 deluxe rooms, 97 executive rooms, 16 relaxation rooms, 15 corner relaxation suites, eight king suites and four junior suites.

Hilton Sydney is the largest hotel conference space in Australia and the first to be purposely designed and built for the conference, events and exhibition industry.

The hotel offers four dedicated levels of space totalling 4000m², with a combined capacity for 3000 delegates.

And the hotel now features 23 event and conferencing spaces, including the Grand Ballroom, State Room, exhibition space for over 100 booths, ten specialty function and break out rooms, seven Hilton meetings rooms, two boardrooms and a business centre, and conference secretariat offices.

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