The Executive
Housekeeper
Volume 13
No. 1 PP 322210/00016
The Executive
Housekeeper
Volume 13 No. 1
Contents 3 Publishers’ Message
54 Achievable Waste Management
5 PHAN News
59 Touchless Cleaning
11 PEHN News
0 Risk Issues, Employer Responsibilities and 6 Cleaning Equipment
14 FNPHN News 16 Thinking Management: Redundancy 18 Dealing with Difficult Staff 25 Bed Bugs Biting Your Business? Beat ‘em Back! 26 Floody Hell!
64 Employing People with Epilepsy 68 A Greener Approach Starts With the Little Things 71 Smart Grids, Smart Meters, Smart Energy 74 Product News
34 The 5 Steps to a Great Colour Scheme 40 Innovation 47 It’s not just old ladies with grey hair and silly aprons! 48 Hotel Realm
Front Cover: Hotel Realm, Canberra ACT
51 Profiles
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Adbourne Publishing cannot ensure that the advertisements appearing in The Executive Housekeeper comply absolutely with the Trade Practices Act and other consumer legislation. The responsibility is therefore on the person, company or advertising agency submitting the advertisement(s) for publication. Adbourne Publishing reserves the right to refuse any advertisement without stating the reason. No responsibility is accepted for incorrect information contained in advertisements or editorial. (The editor reserves the right to edit, abridge or otherwise alter articles for publication). All original matter produced in this magazine remains the property of the publisher and cannot be reproduced without authority. The views of the contributors are not necessarily those of the publisher.
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dBOURNE P U B L I S H I N G
www.adbourne.com
P ublisher ’ s M essage
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t is the people who make a country great, not so much the vastness of the land where you live.This was once again so ably demonstrated recently by the aftermath of the tragic bushfires in Victoria at a time when there were widespread floods in the northern States. All Australia quickly came together to offer sympathy and tangible support for those who had lost everything in these fires, including the 200 and more who lost their lives. Because fire came to within a half kilometre of where I live with my daughter and two sons, if for nothing else, it made me reflect on how precious life is and how quickly it can be taken away. Everyone it seems reacts differently to a major crisis when you are faced with such a stark sight of terror where the concept of timing can go out the window when you suddenly realise how little time there might be left with your world, a world that for so long you had taken for granted. To be an Australian is to be a part of the finest nation in the world. This was just one message to have come out of those disastrous fires and bond us all together. Meanwhile, the world goes on, and for Adbourne Publishing, another issue of Executive Housekeeper is created, again featuring a range of diverse topics. In no special order, we have included here Colin Nation (our carpet expert) writing on
flood restoration. Colin is always happy to answer any questions from readers on any aspect of carpet maintenance. Grevis Beard, a former lawyer and now the Director of Worklogic Consulting, who wrote about sexual discrimination in our previous issue, this time discusses the important topic of how best to deal with difficult staff. Then Amanda Beazley writes for renovators with tips on colour schemes. One never knows when you may come across someone who is stricken with an epileptic seizure – perhaps a member of staff or a house guest, so the article from the Epilepsy Foundation is must reading as it will help you to be prepared for such an emergency. The ongoing issue of waste is discussed by Dr Trevor John Thornton, also happy to help readers at all times. There is an update on the forthcoming bed bug seminar. It is a subject many of us prefer to believe will not be a worry to us, but an outbreak would soon stop you in your tracks. It’s better to be prepared for such an event. It’s our first issue for the new calendar year, and I trust it will be a safe and a happy year for you all. n
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Housekeeper
The Executive Housekeeper
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PHANNews Pink Morning Tea to Support Breast Cancer
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t the end of last year, PHAN held a Pink Morning Tea to support breast cancer charities. The event was held at the MLC Centre, Martin Place, Sydney, in conjunction with Ziva Corporate. The function went well, with about 40 people in attendance, with about 13 from PHAN. Smoked salmon bagels, yoghurt with muesli, muffins, iced cakes with tea, coffee, juices and pink champagne - yum! We had interesting presentations on detecting breast cancer using hair testing, and dogs who are able to smell it. Also, the importance of Vitamin D to help prevent and contain breast cancer. n
It is with some regret that we announce we will not run a Conference and Exhibition in 2009. After much deliberation, the PHAN committee have decided in the current economic climate, the pressure on suppliers is already substantial without requesting further support to sponsor this event. We are delighted that PHAN has grown from strength to strength and is fulfilling its goals to provide a voice for all housekeepers and a forum for networking and the exchange of ideas. The original vision for this organisation was to become an invaluable resource for housekeepers, being recognised as a strong force within the hospitality industry which carries influence and is respected. We feel we are getting there and we are moving towards improving the status of housekeeping and encouraging housekeeping to be a department of choice for would be managers. As a way to keep the Association financially viable we still need the ongoing support of suppliers and our hotels. In 2009 we would encourage you to offer sponsorship for individual events. We will be conducting a number of workshops and other activities during the year with sponsorship opportunities starting from $500 up to $2000. If you are interested in sponsorship, please contact me directly or any member of the PHAN committee. We will keep you fully informed regarding the events and sponsorship opportunities available. Thank you for your ongoing support. With our best wishes for a successful 2009, Maureen Jolowicz President
Hotel Bathroom glasses - are they really clean?
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lso at the end of 2008, following the TV expose by Channel 9’s A Current Affair, where spy cameras were placed into sponge bags and left in Hotel bathrooms across Australia to film unsuspecting Room Attendants washing the hotel glasses, the Professional Housekeepers Association of NSW decided to conduct a series of independent tests on bathroom glass cleaning procedures. Dirty glasses were taken from 5 hotels in Sydney and tested for micro-organisms. The glasses were then each contaminated with typical micro-organisms including yeast and mould. The glasses were then cleaned under controlled conditions using the 5 most commonly used methods of bathroom glass cleaning procedures.
These procedures included; washing in a dishwasher, using a microfibre cloth, 2 methods of dishwashing liquid in the bathroom sink and the use of Microclean in the bathroom sink. Contaminated glasses were also tested using just hot and cold water only. The conclusion of the test results (conducted by EML - Consulting Chemist and Microbiologists) was that hot and cold water alone did not remove all the micro-organisms satisfactorily from the glasses however all other 5 cleaning methods were effective in the removal of typical micro-organisms to below an acceptable level. President of PHAN, Ms Maureen Jolowicz said “ The housekeeping fraternity can now breath a sigh of relief. This independent analysis has shown that generally the hotels standard operating procedures are effective in ensuring the glasses are cleaned to an acceptable level. The issue for us all as housekeeping professionals is to ensure that after the initial training, team members do comply with the SOP’s”. n
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PHANNews PHAN Sponsorship of the Outstanding Student Award
Ryde College of TAFE Certificate 4 Students
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HAN recognises the need to promote Housekeeping Management as an attractive and interesting career choice for Hotel Management students.
With this in mind PHAN are sponsoring the “Outstanding Student Award “ for a Ryde College of TAFE Certificate 4 student. The award is to be given to the best student of the Ryde College of TAFE Certificate IV in Hospitality (Supervision) (TAFE NSW course number 9544, national code THH42602), also known as “The Hotel Programme” who will finish in November 2008 and graduate in March 2009. Students attend lessons for 20 hours per week with the first semester focusing on practical including housekeeping and the 2nd semester on managing people. The course runs from January to December 2008 and this year’s intake consists of 14 students. The students also work and must complete 150 hours of practical work over the year. The award is to be called “the Outstanding Student Award” and is to be awarded to the most outstanding student attending the course with emphasis on the Housekeeping topics. The winner will be selected by a panel from TAFE based on outstanding performance over the year. PHAN is to offer a prize of $1000 (fees are $890), a certificate and a trophy to keep. Also the offer to interview with members of PHAN for a job. Presentation of the award, cheque and certificate are to be made at the graduation ceremony at TAFE in March 2009 with the PHAN committee present. Achievements of the outstanding student of the year award can include but are not restricted to the following:
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Overall supervisory skills
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Development of staff, training and staff retention
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Ability to engender trust, loyalty and passion from the staff
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Consistency of standards
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Technical knowledge and experience
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Innovative ideas
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Communication skills
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Contribution to the leadership team and commitment to the course
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Ability to handle delegation and projects
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Leadership qualities and ability to lead.
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Self development including participation in other outside courses and training
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Personal standards of integrity and honesty
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Financial Management for Housekeeping Managers
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ince the last edition of The Executive Housekeeper, we held a course on Financial Management for Housekeepers, with 13 Housekeepers attending the one-day workshop presented by Ms Arianne Lellmann of Lycette & Associates. The topics and learning outcomes of the workshop included; Understanding the definition of financial terms and knowing the different profit levels in a hotel. Participants learnt about classification of materials and understanding the difference between a capital expenditure budget and an expenses budget. The Rooms Division P&L was explained including the structure and components. Information was also given on what factors impact Rooms’ departmental profit and the hotel’s yield. Learning how to obtain relevant information to be able to analyse the Housekeeping P&L and understanding occupancy related expense lines was also explained. Finally those who attended, gained insight into how to manage monthly P&L results by interpreting financial information and analysing variances. They can now take control of expenses and have learned practical tools to control and monitor monthly costs. n
More Hotel tours and dinner… After the great success of the previous tours, the committee of the Professional Housekeepers Association of NSW continued the tour series of PHAN member hotels with some of the Hotels in Darling Harbour. The Executive Housekeepers of each property showcasing their back of house and front of house. The tour started at Novotel, Darling Harbour and then moved to finishing up at Star City, Darling Harbour. Dinner at Blue Fish Restaurant sponsored by Valitel. n
Inaugural Housekeeping Olympics
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he first ever Housekeeping Olympics, held on 17th January 2009 at the Recreation Centre, King George V Centre,The Rocks, Sydney, were a great success as deemed by all those who attended. With 19 teams competing and over 200 attending the afternoon event, an exciting and competitive spirit was shared by all. With 5 events, several heats were run before a final in each of the events of toilet paper throwing, mop relay, toilet paper mummy wrapping, scrubbing pad discus throwing and the final exciting event, the bed relay. Winning teams were awarded with medals and a trophy, runner ups came away with certificates and ribbons. Special thanks to the judges, officials and helpers. Also thanks go to the suppliers and Hotels who lent equipment. The next Housekeeping Olympics will be held in the winter of 2010 (May/June next year) and with the great success of this event, we hope to attract more hotels and even welcome participation from interstate! n
Christmas Cruise
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he annual PHAN Christmas cruise was held on the paddle steamer from Sydney Show Boats on 19th December 2008. We set sail to a perfect Sydney afternoon and all enjoyed the drinks and nibbles provided.
As in previous years, the cruise was a great success, enjoyed by all 53 Housekeepers and PHAN members who attended. It was a perfect opportunity to unwind and to participate in some of the fun games which were to be included in the Housekeeping Olympics.There was much hilarity as members tried their luck in the toilet paper throwing competition and there were some very creative and festive mummies in the mummy wrapping event. A fun time enjoyed by all and all too soon we were back on shore. Thanks also to all the Hotels and suppliers who contributed to the lucky draw. The committee would like to express their gratitude to Valitel for sponsoring this event and ongoing support. n
Uniform and Guest Laundry and Dry Cleaning workshop
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eld on Wednesday 4th February 2009 at the Four Seasons Hotel Sydney. Hosted by John Wollington of Laundry Design and Consultancy
This meeting was attended by 24 PHAN members and began with a tour through the Four Seasons Guest laundry and dry cleaning area. Each machine was explained and some handy tips given out.
PHAN 2009 AGM The next PHAN Annual General Meeting will be held on Tuesday 10th March 2009 from 4.00pm – 6.00pm at the Four Points by Sheraton, Sydney.
Over 2 hours, information was given out to all those who attended. After the event, cocktails were enjoyed by all. n
Cocktails will be held from 6 -7.00pm. All PHAN members are encouraged to attend, there will be an overview of 2008/2009 events, a new committee will be elected and members can vote for functions, events and training they would like to see happen in 2009 and 2010. PHAN memberships will be up for renewal from 1st April 2009, $75 the annual fee.
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PEHNNews PEHN 2008 – 2009 Committee Members Monique Russell (Melbourne Marriott) – President Marian Stratford (Crown Towers) – Vice President Melissa Starbuck (Sealy) – Committee Member Karen Bingham (Crown Towers) - Secretary Marie Lapiejko (Zemyna) – Committee Member Deb DeSmet ( Triangle Z)- Committee Member Christina Pak (BlueStone Personnel) – Treasurer Donna Musarella (AHS) – Committee Member Jenny Trimboli (Alto on Bourke) – Committee Member Not in photo: Lynabel Carreon (Clarion Gateway Suites) – Committee Member Gary Grant (Clean Tec) - Committee Member
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he Professional Executive Housekeeper’s Network (The PEHN) 2008 – 2009 committee had their first meeting this month. We are all very eager and enthusiastic, in getting the new financial year started, with great events being set for 2009. Fantastic activities are planned, both educational and social, to assist each member to fill the gap on their training requirements as Housekeepers, Supervisors and line staff. We are lining up Health & Safety, Human Resources, related training this year and a lot of fun social functions with product launches to assist each member to widen their network of support and knowledge. If you have any suggestions to include please do not hesitate to log onto our website @ http://www.pehn.org/contact/
PEHN 2009 Calendar of Events January
February
March
April
4th Chemical Safety - Stain Removal
May
June
July
August
September
October
November
December
4th
TBA
27th
AGM
Charity Event
Christmas Party
TBA Educational HR Topic
PEHN 2008 Christmas Party
Jim Anderson (PCM), Terrie Giancola (Metwood) Angelica Mistica (Optimum Careers), Monique Russell (Melbourne Marriot)
Terrie, Angelica, Donna Mussarella (AHS), Monique, Marian Stratford (Crown Towers)
Gavin Warren (Crown Hotels), Sharon Yang (Bluestone Personnel), Deb DeSmet (Triangle), Christina Pak (BSP), Jenny Trimboli (Alto)
Anna Di Vincentis (Crown Hotels) Peter Trojzack (CCS), Barbara Sargeant (SHH), Karen Bingham (Crown Towers). Standing - Lily Gjeci (William Angliss), Dorthe Jansen (M. Cohn)
Sitting - Geoff Fowles (Hospitality Textiles), Gary Grant (Cleantec), Nato Fato (Hospitality Textiles), Irene Cooper (Bev Martin Textiles), Rob Grieg (Hospitality Textiles), Mac McHaffie (Kenson)
Cath Koen (Concept Amenities) and AHS Team - Simon Corbett, Jeetha Lazaro, Jodie Norman, Tony Delas Alas, Susana Norris, Ron Paran
Marie Lapiejko (Zmyrna), Lynabel Carreon & Clarion Suites Team - April, Cathy, Rakesh
Barbara Sargeant, Peter Trojzack, Marie Brereton, Anna Di Vincentis, Dorthe Jansen, Karen Bingham
Santas!
Nato, Irene, Grant, Marie, Geoff, Lynabel singing their heart out
Gary (kneeling), Monique, Barbara, Deb, Melissa, Lynabel, Donna, Christina, Marie, Marian
Marian Stratford (Crown Towers Hotel) and Melissa Starbuck (Sealy) - the Sealy Bed Draw!
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FNPHNNews
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sn’t it the truth that those of us who live in tourist towns so very rarely actually behave like tourists unless family or friends have come to visit? With this thought in mind the FNPHN Committee staged a “Magical Mystery Tour” on November 25th 2008, inviting members to take a leap of faith and join us “Somewhere” for our Christmas Party. 24 Members and Guests joined the bus on a Thursday evening at 6.00 pm to travel north out of town through the cane fields. A number of possible venues were crossed off a few mental lists as we kept driving 30 minutes north along the Captain Cook Highway. Nobody managed to guess our final destination which was Cairns Tropical Zoo, which changes its mantle come nightfall to become Cairns Night Zoo which is when the place really comes alive. Greeted by the staff with glasses of champagne, wine and beer, we enjoyed an Aussie BBQ dinner while being entertained by live Aussie music. After dinner we armed ourselves with torches and headed off to the presentation area where we got up close and personal with some adorable sugar gliders, swooping owls and some not so welcome (for some) slithery reptiles. Some of us were happy to pat the snakes, some merely to observe, but the young Japanese man who ran screaming from the enclosure just brought the house down. We continued along the pathway between and over the crocodile pens. The joy of a night visit is that the animals are so much more active than during the day. The large crocs were fed chickens, and the smaller crocs, several dozen to the pen, just swarmed all over each other. I overheard one of our group overcoming her fear of the toothy monsters by muttering to herself something about “handbags and shoes”. The koala sanctuary was a much needed respite after the crocs and they were as adorable as only koalas can be. Again, they were a little more awake than normal and we were all captivated by their cute faces and languid poses. We finished our walk with bush tea and damper with lots of syrup inside the kangaroo and wallaby enclosure. Those fellows certainly know how to con you out of a bit of food. Heading back to the main buildings we were entertained with a Bush band and dancing. There was a great deal of enthusiastic participation from our members. We finished the evening with Secret Santa, then back on the bus to wend our way home, finishing back in Cairns at about 11.00 pm. Several members expressed their thanks for a terrific night out and most particularly for the opportunity to play the tourist at home. In other news, FNPHN held their second very successful Breakfast in October with 22 attendees. Sponsored by Thomas Textiles,
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By Carolyn Webb, Secretary, FNPHN
Sandra Dean enlivened the proceedings by introducing us to her latest products. We “oohed” over the latest trends in bedding, “aahed” over the sumptuousness of the towels and “got wrapped up” in the bathrobes. Perhaps handing around pillows at that hour of the morning was not such a good idea as more that a few sleepy heads had to try them out on the table tops. A special “thank you” must go to Sandra’s barrel girl for the day, Jill from Red Dog Clothing. Surely she has missed her true calling and a career in TV awaits her on a Great Temptation or Sale of the Century type show. Work is ongoing within the Committee for our Gala Dinner to be held in late May / early June as well as a few more functions before then. Things may be tight in the tourism and hospitality sectors in Cairns and the Far North at the moment so we need to take every opportunity within the Network to support one another and also to have a little bit of fun. n
Getting to know the residents at Cairns Night Zoo. However, most of us would prefer our boas to be of the feather variety rather than snakeskin.
Seen at a Hotel in Japan: Dear Guests, We are now start cleaning the hotel wall, outside part, which is part of the building painting process. The workers will hang themselves from the top of the hotel down to the ground. They also have to hang themselves outside your balcony. This may cause you inconvenience during your stay. The hotel management would like to apologise for the inconvenience. Thank you for your kind understanding. The Hotel Management
Courtesty www.engrish.com
Thinking Management
Redundancy By DEAN MINETT
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his issue, I want to talk about a dirty business, something that we generally shun or sweep under the carpet, pretend it hasn’t happened.
Retrenchment, redundancy. Did you know that retrenchment happens to most senior people at some stage in their career? Some people experience it twice, three times, four times….Sally Jesse Raphael, the American talk show host, was fired some 13 times before she became a household name, earning millions! Retrenchment happens due to a number of reasons, some of them reasonable, some of them unfair, some of them political and some of them stupid. These events often bear no relevance to performance (because if they did, it wouldn’t be called retrenchment it would be called firing) and having been both in the situation of having to retrench and being retrenched, I can honestly say, neither position is pleasant. They are however a fact of business life, especially in larger companies. So, if they are a fact of life, we have to work out the best strategies to deal with them and push on, because the alternative is to sit in a mire of self-pity and languish even longer on the non-working list. (“Get off your bum and stop feeling sorry for yourself ” was more-or-less the advice a friend was given by her doctor once for depression. Whilst my friend was incensed, it did work, because she was so mad at the doctor that she decided she was going to show him!) An experienced friend of mine was recently unemployed for quite a few months and his approach was, don’t hide it, go on the dole immediately (after all, you’ve paid your taxes), and make your job looking for a job. He also had a good way of describing it – he told people he was “on the unattached list” (reminiscent of a masterless samurai in middle-ages Japan I guess, although these were often hunted down as bandits!). Other descriptions that are quite useful and honest include “between jobs”, “under-employed” or just “no longer with XYZ company”. Some of the best advice I received many years ago in a similar situation was to immediately make a list of all the people you know, and divide them into people whom you could telephone directly (list A), people who you could write to (list B), and those
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who may or may not care that you are looking for work. When you call/write/e-mail, don’t make an issue of it , just let them know that you are now unattached and would be interested in hearing from hem if they heard of anything that may suit you. It will surprise you how many people you weren’t expecting to reply do so, and those you thought may contact you, don’t. Nothing like unemployment to sort out those who deal with you for your role, and those who deal with you because of you. Once you have all these other people helping you to look, the next issue is to plan your finances. Senior people often can take up to 3,4 or even 6 months to find a similar job, although the positive news is that the majority find employment that is better paid or more enjoyable! So you need to plan how best to eke out an existence on the remaining bank balance until the new income starts. Firstly, takeaway is out! Then learn what your mother/grandfather knew – how to make bubble & squeak! Its amazing how much food can be safely recycled if you experiment. Next, train your kids/significant other to appreciate how many ways porridge can be used. Versatile stuff that! Next, plan how many café lattes you can afford per week, and do it. Nothing like a contemplative cuppa to lift your spirits. (Alternatively, turn up at friends’ offices around morning/afternoon tea time, and see how many want to take you out of the office so their friends don’t see you!) Good managers know how to budget right? Not always.You know what they say about a mechanic’s car, or a builder’s house? The same often applies to us – when it comes to our personal budgeting, we are not as careful as at work, especially when there is regular income. When there isn’t however, it is paramount that costs are accurately forecast, and income estimated. There are no bosses to brown-nose to here – this is reality, so there is no point in artificially inflating the forecast. If it is out, chances are that paper blanket in the park is looking good. On a positive note, time between employment is a useful time for contemplation, appreciating what you have, recognising your strengths and weaknesses, considering if this is a divine hint to do something else for yourself or for another company, completing some additional education or just chilling out. I have written before on the importance of de-stressing, or unwinding the spring, and if you have come from a stressed situation, there is no healthy benefit in continuing to stress after you have left the job. What’s done is done, move on. Leaving/losing a job is considered one of the most stressful events in life, but it doesn’t have to be, so get off your bum and do something about it! n
Dean Minett is Area General Manager Australia/NZ for Ascott International and has worked in, managed or consulted to hotels, motels, resorts restaurants and casinos for over 30 years. He is co-author of two hospitality & tourism textbooks and management columnist for Hospitality magazine. Email dean.minett@the-ascott.com. © Dean Minett 2000–2009 This article was first published in Hospitality magazine.
Dealing with
Difficult Staff By GREVIS BEARD Director, Worklogic Consulting Pty Ltd (www.worklogic.com.au)
Once you ascertain if it’s really about staff interactions, or another broader process problem altogether, you can get your head around what is the nature and type of staff behaviour or conflict you are hearing about, and then determine the most suitable ways of solving that issue. It is also constructive to think about your own perceptions and biases that might impact on your handling of the situation. Think about the history of your own interactions with the people involved, your career experiences, “personal” buttons, previous attempts to resolve staff conflicts, and your own feelings towards the workplace. These can all impact on how you interpret what is going on. What reaction do you have to staff conflict? Does conflict make you feel uncomfortable? How are you responding? You are also part of the dynamic.
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taff behaving badly can significantly affect your workplace’s productivity and morale. And responding to bad behaviour can itself be stressful for managers.This article provides suggestions, strategies, and several case studies for when you next need to deal with a staff member behaving badly.
“What is really going on here?” – The Context of Staff Behaviour and Conflict When staff conflict arises, think about what that difficult staff behaviour or staff conflict is really about. This will assist you to work out the most constructive way to respond to the problem before you.You’ll be managing the underlying problems, not just the obvious symptoms. Consider whether the issue actually a “process” or “culture” problem, rather than purely an “interpersonal” or “people” problem. Is it a process problem that has become “personality driven”? Might the personalities of the staff involved be preventing a “process” problem from being solved? The individual’s apparently “bad behaviour” may in fact be a completely rational response to a bigger issue!
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It may be that work allocation, favouritism, or inappropriate messages or behaviours by managers may also have contributed to the staff behaviour that is now before you. Have a think about whether managers and supervisors are “walking the talk” in relation to appropriate and fair behaviour in the workplace.
So what’s the response? There is no “one-size fits all” way to deal with inappropriate staff behaviour or staff conflict. Based on how you’ve understood the problem, you might implement: • A direct conversation between the employees, with no outside assistance
• A Facilitated conversation/Mediation between the employees involved • Team building exercises • Training in particular skills • An Investigation into the alleged conduct, or a Workplace review to understand the context more thoroughly These different responses are not mutually exclusive.You may wish to use a few, depending on the situation. >
Direct conversations/approaches < Sometimes employees can resolve minor disputes themselves, but even these disputes can escalate and impact upon working relationships and workplace morale, if not dealt with quickly. How long has the difficult staff behaviours been going on? Is it a “one off ” occurrence, or one which is out of character and unlikely to reoccur? Are there minimal power imbalances between the staff concerned? Does there appear to be a straightforward solution? If so, encourage the staff to talk through the problem between themselves. If you have a code of conduct that explicitly refers to behaviour of this type, that normalises such approaches from one staff member to another, to talk about and defuse the situation. If the staff behaviours indicate an ongoing dispute, or involve bullying, discrimination and sexual harassment, then it may be beyond local resolution by employees themselves. Investigations or workplace reviews may then be a more appropriate response. Mediation/Facilitated conversation Mediation/facilitated discussion may be appropriate as a standalone process. Or it might be the next step, if direct conversation between the staff has not worked. One added advantage of a facilitated discussion, depending on the circumstances, is that the process is less formal and so for some staff is more palatable. As both mediation and facilitated discussion are problem solving processes, the focus is on the problem and not the participants. The key aim is to get the parties to talk and also listen to each other through a voluntary and confidential discussion. The goal is for the participants to the mediation/facilitated discussion resolve the dispute for themselves - with the assistance of the mediator/ facilitator. It is also for the participants to make an informed decision about their future that they can live with - regardless of whether or not they have reached agreement. Mediators or facilitators do not impose any resolution, particularly as they are impartial. Often, mediations deal very effectively with issues of “communication”, “expectations”, and “interpersonal” differences. They provide a forum for staff to acknowledge each others’ perceptions of what has gone on to date, and to re-establish ground rules for the future. Difficult “histories” between staff can be “de-toxified” through the mediation process. Mediations and facilitated discussions can also be useful to do, either before or after types of interventions, such as an investigation, although they do not take the place of an investigation.
comments are being reported indirectly, or when discriminatory comments or bullying behaviour is witnessed, but no individual employee is willing to come forward and complain. There’s no scope here for direct conversations or a mediation.You don’t know whom to approach! But don’t ignore the feedback from staff surveys, or rumours in the tea room. Get the work team together and some “time out” to establish (or re-establish) ground rules for the future. You can use internal or external people to facilitate this discussion. The main thing is to use a methodology that assists with setting down rules for the future. It should not be seen as a “blame” session, or a “whinge” session. Team building exercises do need to be carefully managed, so they help “stop any rot” in reminding staff about appropriate behaviours, and challenge any inappropriate understanding of what is acceptable behaviours in an open forum. Training Where conflict is arising because staff may not have the skills to interact as professionally or effectively as they could, you may wish to focus your workforce on developing specific skills. These can be relatively broad, say, “team-based decision making”, “professional interactions in the workplace”, or “goal focussed teams”. This is more targeted a response compared to team building, and focuses on building skills within your staff so that they can deal with problems themselves in future. Training will be an appropriate response where the whole team needs some intervention, not just two individuals who are in conflict. Investigations/Workplace reviews Workplace conflict that stems from staff not behaving inappropriately may be managed with any of the above interventions. But it may be that you are “flying blind”, and do not know the full extent of the staff conflict or underlying causes. A general workplace review investigates how staff are travelling, and identify areas for targeted improvement. It can show you the extent and nature of problems, including staff conflicts, in the workplace. Separately, a particular investigation into specific concerns deals with particular staff conflicts, but investigations can also highlight broader problems in the workplace. Consider investigations or workplace reviews where conflict in the workplace involves ongoing or long-term disputes and are more serious in nature - bullying, discrimination and/or sexual harassment.
Three scenarios
Team building exercises
“The pushy staff member” scenario
Often, our clients come to us when a recent anonymous staff survey has reported allegations of staff being socially excluded with factions or cliques forming, when inappropriate or unprofessional
What do you do where a staff member is not respectful of other staff? They may, for example, pressure and manipulate other staff into obtaining the best work allocation or rostering – “my way or
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Dealing with
“The hidden agendas” scenario
Difficult Staff
It may be that some staff have hidden agendas, and difficult and destructive behaviour is happening behind your back. You may be aware that something is not quite right, through exit interviews or a general “vibe”, but you suspect this is the visible tip of a dangerous iceberg.
(continued)
So, how do you respond here? • Don’t be in denial about a workplace iceberg. They could do a lot of damage.
the highway”. And this staff member may have been employed there a very long time, so that other staff, whilst resentful, may feel they can’t challenge Mr or Ms Pushy. You may have witnessed this scenario yourself, where you may have inherited a staff member who – due to their longevity at the workplace or their position in the informal power hierarchy – feels that they can behave in a way that intimidates and bulldozes other staff. So what might you do? • Establish or re-establish ground rules for behaviour, through group discussions, group agreement and group learning about appropriate staff interaction. • If you don’t have any documents in existence already in writing that set the ground rules, create some. • If the bullying staff member tries to dominate the training or even challenge the higher standards that you are trying to establish, immediately reiterate the ground rules for the training, and continue to enforce these during that training. • Where the bullying is so serious that you don’t think training or mediation is likely to fix the problem, perhaps it is timely and appropriate to get some legal advice about some oneto-one direct conversations with that employee, and even disciplinary action after the matters has been investigated.
• If you were to approach staff for one-to-one discussions you may find yourself not getting any nearer to the truth. Staff often “clam up” because you are “internal”. Getting in someone external to conduct a workplace review can lead to a much more comprehensive and candid response from staff. • The information obtained in a workplace review is often gold-dust.You learn an amazing amount of detail about what’s working, what’s not, what needs improvement.You can then generate solutions and recommendations. • For example, once you know which staff you may need to re-engage with, approach these staff in one-to-one talks about their morale and commitment to the workplace. Confronting these “white-anting” staff may not be the easiest thing, but at least from a workplace review you now know what is going on and whom you need to have some frank discussions with.
In Conclusion • Managing people can be very rewarding and also at times very hard – there is no “one solution fits all” in responding to inappropriate staff behaviour and/or staff conflict. • What are you doing to ensure your staff understand what behaviour is expected? Consider training (or retraining) for your staff.
“The racist comments” scenario
• With dysfunctional staff interactions – consider training, facilitated discussion/mediation, and/or investigation.
Say that out of the blue, one of your staff comes into your office, closes the door, and claims that another staff member is constantly making racist comments. What do you do here?
• With misconduct allegations – investigate them, take disciplinary action where necessary.
• Again, you may already have internal policies setting out what’s appropriate conduct - and how you deal with complaints. Any internal policy should include these aspects. If you don’t, seriously consider getting your policies in place. • Training staff about what is appropriate behaviour is extremely useful as prevention is better than cure. Does your training occur regularly? Does it also happen at induction? Apart from training, you may need to investigate these allegations of racist comments, fairly and promptly. • Once you’ve got the investigation completed, you can then explore what you then need to do. A fact finding investigation is the key to grounding your future decision making in objective truth.
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• Do you know what is really going on in your workplace culture? If there are staff issues you are not really abreast of, a workplace review will reveal how your workplace is travelling, and/or recommendations for improving staff behaviour and/or morale. n
Grevis Beard, together with Deanne McLennan and Rose Bryant-Smith, are former lawyers who now run Worklogic Consulting (www.worklogic.com.au). Worklogic provides a range of discrimination and dispute resolution services, including the investigation and mediation of workplace complaints, workplace training, HR troubleshooting and workplace reviews.To receive free Worklogic newsletters on a range of human resources subjects, please email your contact details to enquiries@worklogic.com.au
Trai ning Sem inar Det ails!
Bed Bugs Biting Business?
Beat’em Back! By Stephen L. Doggett Department of Medical Entomology, Westmead Hospital, NSW, 2145
W
e all know that the immediate future for the accommodation industry is pretty gloomy; the economic downturn means that business-related travel will reduce and people will take fewer holidays away. On top of this, there is the emerging threat of bed bugs. Not only does it cost a motza to get rid of these pests, the threat to your reputation and potential legal action with an infestation could be the final nail in the coffin of your business. However, with bed bugs, you can be proactive in reducing the chance of these problems happening. Between 2000 and 2006, bed bug infestations in Australia increased by an extraordinary 4,600% and the accommodation industry has been most impacted. The problem is that these insects bite producing intensely irritating and very visible sores. This is guaranteed to result in a very irate customer who often attempts to seek revenge. Bed bug litigation in the US is exploding; recently a client sought damages of $US20million! In Australia there have been a number of cases at rental tribunal boards (the tenant won on every occasion), and out of court settlements have occurred with accommodation providers who wished to stay out of the public eye to avoid being labelled as having bed bugs. Eradication is also expensive. On average for a motel this will cost over $1,000 and can even run into tens of thousands with heavy infestations. Of course you can pretend it won’t happen to you; just keep your fingers crossed for a very, very long time, as bed bugs are set to be around for a while yet. In response to the re-emergence of bed bugs, a Code of Practice for their control was produced by the pest management industry (free from www.bedbug.org.au). This year, the same experts that produced the Code will be running a full day training seminar on bed bugs and their control, encompassing both theoretical and practical components. Topics include; Medical Implications, Impacts on Accommodation, Bed Bugs and the Law, History of Control, Inspecting for Bed Bugs, Non-chemical and insecticidal, Management Plans, Case studies, and Bed Bug Prevention. There will be a practical session with company products and live bed bugs displayed.
What are the advantages of attending? Simply put, knowledge is power. Knowing how to deal with bed bugs appropriately and being prepared in advance can reduce the chance of the infestation spreading, decrease overall control costs and minimise the risk of litigation. There are also many devices coming out on the market claimed to control bed bugs, however many are ineffectual and these will be reviewed. This course is designed for those impacted by bed bugs, whether directly or potentially in the future, and those responsible for eradicating them. This includes Executive housekeepers, Hotel engineers, Student accommodation managers, Hotel management, Motel contract managers, Tourism groups, Property management companies, Pest Managers, Pesticide suppliers, Environmental Health Officers and anyone else affected by bed bugs. The first course will be held at Westmead Hospital in Sydney on Thursday 7th May 2009. For more information contact Stephen Doggett, email: stephen.doggett@swahs.health. nsw.gov.au, Phone: 02 9845 7265, Fax: 02 9893 8659.You can also visit the website: www.aepma.com.au/index.php?action=news_ item&id=49. n
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Floody Hell! By Col Nation
A
burst pipe, overflowing spa bath, leaking roofs, blocked drains, severe storms and flooding rains and sometimes all of these at once, are all potential sources of water damage in buildings. As sure as taxes and rising costs, a water intrusion into a building is inevitable at some stage and it can pay to be prepared for when this emergency occurs. There is nothing so sure as having it happen when your accommodation or function rooms are booked solid for weeks ahead. Water damage intrusions could be as simple as a few square metres of wet carpet from an overfilled spa bath, but could extend to metres deep of backed up sewage from a recent flood. Small areas of clean water spills can often be fixed while the guests are
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out for a day at the amusement park or tied up in conferences, but a large back up of sewage is going to be a much more involved restoration, possibly involving some major reconstruction work. And there are many scenarios in between. Luckily, solutions are as varied as the types of occurrences. Contingency plans need to be developed so that you can deal with these types of emergency. This can range from plans for sourcing alternative accommodations to a box full of tricks and simple chemistry that can deal with the smaller clean water damage situations. For a start we need to categorise the type of water damage. In the restoration industry they talk about three classes of water intrusion and four categories of damage.
The water classes are: 1 White water (potable water). This is water that you could drink or put in a cooking pot. 2 Grey water. This is used water from a washing machine or used bath water that may contain some contamination either chemical or biological but is not yet putrid.
For these simple situations, a basic carpet Hot Water Extraction machine will be able to pull out the bulk of the water. This might be a bit more difficult when the water is full of bubble bath, but it can eventually get the job done.
Basic procedures
3 Back water (brown water if you like). This is water that is grossly unsanitary. It is the backed up sewage or water from across the ground or water that may contain faecal matter (doggy do do, cow dung, human waste, depending on how and where the water comes from)
When dealing with water damage, you have to first look at what is the class of water is and then where the water is.
Once white water hits a floor it picks up any soil and bacteria and becomes grey water. Depending on the temperature in the building, and soiling conditions of the floor, this can then become putrid and will be classed black water.
hazards that need to be dealt with. Acute basically means ‘here and now’ or ‘sharp or sudden’. Chronic means something that may develop over time. Electrocution, trip or slip hazards are examples of ‘acute’ hazards. Disease and rusting structural components are an example of ‘chronic’ hazards.
The water damage categories are: 1 Water spilling across relatively small areas, but not enough to soak through floors. 2 Water that is deep enough to start to soak into concrete floors and rise up porous materials such as plasterboard wall cladding, furniture and curtains and the like. 3 Water that comes down from higher parts of the structure as it flows down from level to level. 4 Water in basements and difficult access areas such as crawl spaces and open chambers and pits within the structure. A class 1, category 1 water damage can often be dealt with in house quite quickly with a small extractor and a few simple chemicals to prevent odours and get the place back in full operation, without too much inconvenience to guests.
Safety is always the first consideration. As with any hazardous situation there are ‘acute’ and ‘chronic’
Simple things are often forgotten such as power cords lying on the wet floor, or water dripping into electric light fittings on the floor below. Where large volumes of water are involved it can pose some serious safety issues and may require evacuation of the building for the safety of staff and guests. So the first order of business when a water intrusion occurs is to scope the situation and see if the water flow has been stopped. If water is flowing into other areas, then electricity may need to be isolated from the work area to ensure that no one is electrocuted. Do not walk into flooded areas without isolating the electricity first. If you can hear water running, then turn off the mains supply to the floor and see if it stops. If it doesn’t stop then it could be coming from further up.
On the other hand, a class 3 spill (sewage) cascading down through a luxury high rise resort from the 6th floor of a 50 story building will no doubt require some emergency evacuations and could possibly lead to some litigation for lost or damaged property and possibly illness or injury. It’s amazing the damage that can be caused by something as simple as the incorrect disposal of nappy, or an ill fitting join in a major sewage pipe.
Once the water has stopped entering the building you can then start to deal with the water intrusion remediation. Before you start this work you need to classify the water type. Is it potable water, grey water or black water? This will help you define the need for appropriate personal protective equipment. Non slip, water resistant shoes and protective gloves are a start, but in the case of raining sewage, nothing short of full protective clothing and breathing apparatus is going to be needed.
The latter scenario will definitely be beyond the resources that you are likely to have on hand and this will require the outsourcing of a specialist water damage restorer. Luckily there are plenty of these companies about and I will go into that a bit later on.
If you decide to tackle a small class 1 water damage job in house, then you will need to assemble the right equipment and chemicals. It pays to have these on hand in case of the, all to frequent, small water damage jobs.
By far the most common scenario is the simple overflowing bath. A staff member has filled the spa bath for cleaning and been working in another room while it is filling. They simply forget, until they move back to the room to continue work and have found the water flowing across to the carpet. Maybe a guest has mistaken the hair shampoo for the spa bath bottle and the bubbles have simply gone berserk and are now filling the lounge room to the amusement of other guests.
1 A hot water extraction machine, These can range in price from a thousand dollars to many thousands of dollars. 2 A chemical sprayer. This could be as simple as a pump up garden sprayer or a knapsack sprayer or electric sprayer. 3 A carpet drying fan. These are usually only a few hundred dollars and can be quite handy for other uses such as drying hard floors after cleaning.
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4 A dehumidifier if the budget allows. These can cost thousands of dollars and are only economical if you have frequent damage or are unable to ventilate the damaged areas. 5 A carpet layers knee kicker, plus a hand full of tools, for lifting carpet to remove sodden underlay. 6 Large tough garbage bags. 7 Emergency battery powered lighting. (Torches)
Chemicals to have on hand 1 A quaternary based disinfectant /deodoriser. Not just an odour masking agent.You need something that will kill bacteria and prevent that class one water from turning into class three water. 2 Acetic acid or similar. This could be as simple as white vinegar or a commercial acid used in the carpet cleaning industry for the prevention of cellulosic browning. The commercial preparations are better because do not make the place smell like fish and chips. 3 A Woolsafe Approved carpet cleaning solution for the final cleaning of the carpet. These chemicals are easily obtainable from suppliers of carpet cleaning products. A list of WoolSafe approved suppliers can be found on the WoolSafe website at www.woolsafe.com.au If you decide that the job needs to be outsourced, then you may find that the local WoolSafe Certified Operator may be able to provide these services for you. Many operate a 24 hour service for water damage situations.
Basic Procedures The basic procedures for water damage, if you are going to try to do it yourself, may include, but are not limited to the following: • Safety first. • Evacuate staff and guests if necessary. • Isolate the water supply. • Isolate the electricity. • Put on appropriate safety equipment. • Remove power cords lying on the floor. Remove items such as magazines from the floor to prevent staining from print. • Remove valuable items from the immediate area. • Place sheets of plastic at the bottom of wooden furniture and bed posts, and wrap garbage bags around bottom of curtains to prevent them from getting wet as water ingresses into the carpet. • Apply an antimicrobial treatment into the standing water to help reduce the bacterial load in the carpet.
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Floody Hell! (continued) • Extract the standing water with your extractor. This may need to be mounted in a dry area and be powered from a safe, dry supply. • Extract more water with your extractor. • Keep extracting. • Keep extracting. • Keep extracting. By this stage you will wish you had called in a contractor who has the right gear for the job. But, if you didn’t, keep extracting until you have removed as much water as possible you may then have to lift the carpet to extract more water from the underlay. Cut out and remove any wet sections of underlay. Place these in a garbage bag and put the end of the hot water extractor hose into the top of the garbage bag and let the vacuum squeeze out the excess water from the underlay. It makes it easier to save the underlay, or easier to cart it out to the waste bin without dripping all the way down the corridor carpet.
Once you have removed the wet underlay, spray on some of the Quaternary based disinfectant onto the sub floor and backing of the carpet. Remember to wear an Organic Vapour Respirator when spraying chemicals such as this as they can be rather nasty on our delicate lungs. Loosely lay the carpet back over the now bare floor and lightly fix the carpet around the edges. Make sure you wear your protective gloves as this is where you can pick up little pin pricks that can give you some rather nasty diseases such as hepatitis or tetanus. Install your drying fan/s to blow across the top of your carpet. Do not place it underneath as it can tend to blow the carpet and remaining underlay all over the place and make the room inaccessible for other tasks. It will dry just as quickly if the air is blowing across the top. Install dehumidifiers if you have them to quickly dry everything out. Once the carpet has been dried you can then replace the underlay and then refit the carpet. The carpet will then need to be cleaned to remove the final debris and chemical and (hopefully) dead bacteria residues. If there are large brown stains on the carpet after it dries, these might not necessarily be all that bad, unless the water was a class three of course. It could simply be a condition called cellulosic browning which is a brown sugary chemical that comes from the jute backing on the carpet. Any good carpet cleaner worth his salt can deal with simple cellulosic browning. If the water was class three, then it will contain dangerous levels of disease-causing microorganisms and the carpet must be disposed of and the sub-flooring cleaned and disinfected with some really serious treatments. Remember that all the above is the minimum level of treatment for a simple class 1, category 1 level water intrusion. For all other situations I would really recommend calling a professional water damage restorer. Just check the yellow pages under the carpet cleaner’s category and you will usually find someone offering this service 24 hours a day 7 days a week. Thankfully, these days I have moved on from this type of work and deal more with the consulting side of the carpet maintenance industry. I no longer get woken up at all hours of the night to have to rush and deal with this type of work, but there are many good professional services out there who can get you and your company back in the hospitality business quickly, and for a lot less money than doing it yourself. n
Col Nation is the Australian director of the WoolSafe Organisation in Australia, www.woolsafe.com.au. He has over a quarter of a century of experience in dealing with carpet problems. Colin is also a WoolSafe Certified Operator who runs a specialty stain removal service on the Sunshine Coast in Queensland and is a WoolSafe Registered Inspector and travels all over Australia dealing with carpet related problems. Colin is also a qualified industry trainer with a Registered Training Organisation, The Daniels Associates www.danielsassociates.com.au which specialises in Cleaning and Hospitality training.
Hand Hygiene practices for us all
M
y boss has been out sick all week. Last week, my co-worker was on her death bed. Another coworker’s has just gone home sick and I can’t get off the toilet!
Hand washing is not just for health professionals working to combat communicable diseases; it is for all of us – Hotel, Restaurant and Catering workers to adopt simple ‘Hand Hygiene Practices’ into their daily routines.
Yep, it seems I have caught a bug!
All employees and employers should recognise that inadvertent exposure is a risk and should be made aware of the risks and preventive procedures. Therefore, a wide range of exposure circumstances affecting many occupations within a Hotel Environment requires the use of an Alcohol Sanitiser. These include, but are not limited to:
Some of the germiest places in a Hotel: 1. Doorknobs: Restroom and Hotel Room doors 2. The Hotel Room: Frequently touched surfaces such as light and air control switches, faucets, toilet flush levers. 3. Your Workspace: This includes mouse, keyboard, phone, desk, chair and even the water bottle you use every day. 4. The Cafeteria or Breakroom: Including the restaurant, coffee shop and bar areas Keep Your Hands Clean Your hands are the most consistent point of first contact with cold, flu, and other germs. It is a direct line from surface or even hand shake to fingers to fork to mouth to full-blown ‘SICK’ a few days later. According to a National Institutes of Health factsheet, the type of virus that causes the common gastrointestinal upsets and even cold and the flu has been found to survive for up to three hours on your skin or 36 hours on objects. However, the simple act of washing your hands can reduce the chances of catching a nasty bug!
• Bar service staff • Cleaning staff • Laundry staff • Restaurant staff • Security workers • Visitors Sanitisers are to be used to complement proper Hand washing techniques and don’t require the use of a wash basin. For more information on hand sanitisers and hand washing techniques, please contact Deb Australia on 1800 090 330 or j.rigley@deb.com.au. n
The 5 Steps to a
Great Colour Scheme By AMANDA BEAZLEY, Managing Director and Designer John Beazley & Co Pty Ltd Hotel/Motel Fitout Specialists www.johnbeazley.com.au
D
écor colour schemes can be very personal, however for Accommodation Properties it shouldn’t be. It is often a daunting task to know what to change, what colour scheme will last and what is serviceable, especially when you are making a decision for a property and varied types of guest. So how do you tackle a Colour Scheme… where to start?
STEP 1 Evaluate: Colour Schemes for Accommodation rooms should be done by professionals that know the industry, the products, the trends and your market. Having said that, you should have an idea of what you want to do before the Industry Specialists advise you so get together the General Manager, Executive Housekeeper and any other relevant parties to develop a brief.You may want to ‘freshen up’ your current rooms or you may want to re-design the complete room. For whatever reason, the place to start is to evaluate the current room. If you are thinking of doing a complete room refurbishment then your Colour Pallet is blank and you have a fresh start. If this is the case then other factors will determine your colour pallet. If you want to ‘freshen up’ your current scheme then it is the items that are remaining that will determine your whole scheme. If this is the case, make sure you are not sacrificing the overall outcome in order to save, for example, a bedspread that may be on it’s last legs anyway. Make sure you are not trying to do a freshen up on Colours that are simply dated as it makes the rooms look better maintained but they will still look dated.
STEP 2 Direction: The next step is to determine what direction you wish to take for your Colour Pallet. This should not be random nor
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Photo: Photography on Hermitage Property: The Grange on Hermitage
should it be determined by what colours YOU like. Although it is hard to do, you have to remember the Colour Scheme is not for you and your home, it is NOT personal, it is for your guests and it needs to suit the overall image of the property. To establish what direction to take you need to consider the demographic of your clientele, climate and your environment. Often this will dictate the Colour Pallet you use. For example if you have older, mostly male corporate guests, then you probably want a colour scheme that is sophisticated and
neutral. If you have families then you may want something that is a little more bright and lively. Once you have considered your guests, then consider your climate and location ie; are you in a cold climate where you will want warmer colours in the rooms. Or are you in a warm environment, perhaps near a beach where you will want to use cooler colours so your guests feel cool, relaxed and refreshed when they are in the rooms.You don’t want to use reds and oranges in a climate that is usually hot as it will seem warm and oppressive in the room even if it is physically cool.
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< Try not to be too typical. Everybody thinks of using blues near the beach. However there are a lot of other Colour Pallets that will work with a beach theme. Think of the other elements around that are perhaps less typical and you may come up with a colour pallet that is individual to you such as Lime Green, or Sandy Colours, Lemon and Charcoal, Cool fresh White with a splash of Hibiscus Pink.
When deciding where to use the colour in the room consider the following; the items that are going to last the longest (curtains, furniture, carpet and paint) should remain neutral, so the design will have longevity. Throw the colour into the items that can be more easily changed, such as throw cushions, bedding and upholstery. The overall look should be appealing, suit your property and clientele and be easily maintained.
STEP 3
STEP 4
Design: Once you have decided on a general Colour Pallet, you next need to think about the design. What colours to use where and what fabrics to use?. This can be very daunting and where you should rely on your Industry and Fitout Specialist.
Consideration: When designing a complete Colour Scheme you need to consider all the areas of your room. We now know that the carpet and curtains are a neutral tone that blends with your Pallet. The Upholstery may be in your feature colour but also needs to have a texture or pattern. The bedding and throw cushions can be where your feature colour really is emphasised.
A few areas that need consideration are; if your guests are families then be sure to use upholstery fabrics that can disguise stains such as dark or patterned fabrics. Regardless of your clientele, this should always be a consideration, as fabrics need to be serviceable and easily maintained above all else. Commercial Heavy Duty grade fabrics should always be used.You may also need your Specialist to consider Fire Rated fabrics if you are in a high-rise property so remember to ask about this.
However this is not the limit to where you can use the colour in you scheme.You may wish to use the same colour in your throw cushions as in a print to reinforce the design, alternatively you can use a co-ordinating colour. If doing so, make sure there is a common design or colour that makes the design cohesive, otherwise it will look as though you have just randomly thrown
colour around. For example you may use a blue on the cushion and a sand colour on the valance but to tie them together the upholstery could be a stripe in blue and sand. Other elements to blend or use colour can be a bed valance, feature wall, bed runner, fabric lamp shade, decorative elements such as prints or wall art, desk or dining chair or an occasional tub chair. If your direction gets lost come back to basics and don’t overwork it.
STEP 5 Check List: Once you have your direction and design, stand back from your design, or even leave it for a week or two and come back to with fresh eyes and then go through this checklist: • Is my concept simple and not unnecessarily complicated? • Does it suit my guests? • Does it suit my location and climate?
The 5 Steps to a
Great Colour Scheme • Do all elements of the design and finishes blend together well? • Does it use commercial products and finishes at all times?
After you have checked all this remember to listen to experts in the industry as they should have the knowledge to advise you. Look at other properties that present well to establish what it is that makes them work. Be decisive about what you are doing and have a clear direction before you begin purchasing or manufacturing anything so that on completion it reflects your initial design concept. If you are doing a full refurbishment or even a partial upgrade, Industry Fitout Specialists should give design and colour advice inclusive as part of their service. n
• Does it have a cohesive direction? • Does it have longevity and will not date?
For more information or advice, contact Amanda Beazley of John Beazley & Co, Commercial Fitout specialists.
Innovation.
“Build a better mousetrap, and the world will beat a path to your door”¹ By MARK FENNER, Sales & Marketing Director, Tascot Carpets
I
t may sound simple but many of the products we see and use every day have already undergone many product refinements, process improvements and are now professionally marketed, the challenge of reinventing the wheel is proving to be harder and harder. Take Axminster carpet, a product that adorns many of the most prestigious hotels throughout the world and is synonymous with luxury, quality, comfort, colour, design and performance. Hand knotted cut pile carpet dates back to the 2nd or 3rd millennium B.C. and underwent enormous changes throughout the period of the Industrial Revolution of the 18th century. Since then manufacturers have focused their attention on improving the speed of weaving looms as well as embracing process improvement programs to reduce waste and increase production efficiencies.
To compete with lower cost competitors Governments and industry bodies are calling and encouraging manufacturers to add value and innovate. Again it sounds simple but manufacturers must think outside the square and venture beyond their own organisational expertise and collaborate with suppliers and most importantly their customers. Recognising the need to add value to our carpet products, Tascot have been investing in Innovation for many years.
Improved Project Management!
The introduction of computers changed the face of design departments where carpet designs and production plans were once painstakingly hand drawn and painted. Computers allowed designers greater flexibility and greatly improved the interface between design and manufacturing. Today with the use of Computer-aided Design / Computer-aided Manufacturing (CAD/ CAM) software allows carpet designs to be digitally transmitted directly to the weaving looms microprocessor.
Budgeting for the correct amount of carpet can be time consuming and complex. Project budgets are compromised as many do not factor in pattern repeats, cutting waste and seam layouts. Customers were seeking more accurate information and Tascot responded by being the first to bring to the Australian flooring market the Callidus carpet estimating and planning software. The program enables the carpet planner to take information from scaled floor plans, site measurements, AutoCAD or scanned drawings and provide a comprehensive set of plans. The amount of carpet required for the project is accurately quantified whilst at the same time configuring the required cut pieces to minimise waste. Tascot’s success in applying this technology has been recognised by being appointed as a development partner with the program Owners.
What now?
Quicker Design Service!
Australian manufacturers face the dilemma of partnering with a workforce where both management and staff have higher standards of living and hence higher salaries and wages when compared to other developing economies. The work environment is legislated in terms of Worker Safety, Environmental constraints and Employee rights and their associated costs. Again other developing economies are yet to incur such costs.
The design of any internal space is a complex one. Interior designers face the challenge of managing many competing interests as well as meeting extremely tight deadlines. Part of the design service provided by manufacturers is the production of a hand trial or in some countries referred to as pegboard samples or strike offs. The hand trial is used to demonstrate the design and colour placement of the carpet design.
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Hand trials were traditionally made by manually plugging tufts of pile yarn into a grid. These are now produced automatically where the output of the Design Studio CAD system is downloaded into the PC of the hand trial machine, which then drives the pneumatic and servo-mechanisms that generate the sample. Tascot invested in several of these machines and were able to provide hand trials throughout Australia in the matter of days. Tascot recently took delivery of the first new generation, Australian designed and made, hand trialling machine which now enables Tascot to deliver hand trials within 24 to 48 hours to our customers.
Adding the WOW factor! With the development of the electronic jacquard loom, manufacturers are able to provide much larger designs than previously available. Tascot have taken this technology to the next level by offering building owners a creative new concept
Callidus Plan
Hilton Hotel ballroom, Melbourne
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Alice Springs Airport, NT
Innovation.
“Build a better mousetrap, and the world will beat a path to your door”¹ < for managing carpet contracts and allows them to create interiors with their own point of difference. The package which includes design and installation layouts is called Uniweave™ and allows the entire floor space to be seen as a blank canvas. This provides the opportunity of creating unique spaces whether they are hotel ballrooms, meeting rooms or corridors. Further benefits
include less on site installation as fitting and pattern matching problems are eliminated through carpet pre-matching in the factory prior to delivery. Tascot Carpets, Australia’s only Axminster weaving mill has recognised the need to strive for improvement whether it’s a part of our manufacturing process, our design or customer service. We will continue to challenge the norm and encourage new ideas to deliver a better product and service and add value for our customers. n ¹ Credited to Ralph Waldo Emerson an American essayist, philosopher and poet.
Tascot Colour Cube
Hand Trial
It’s not just old ladies with grey hair & silly aprons! By SHIRLEY DELABERbIS and MARLEEN WALTON
T
he housekeeping industry has changed so much over the last couple of decades – I feel so privileged to be part of it. Mind you, I also would love to be 20 years younger as there are so many more opportunities out there in this industry for the younger generation who want to make housekeeping a career. I would like to share with you all an example of how this can and does happen to anyone, male or female, who want to make it happen. Marleen Walton is a Regional Executive Housekeeper for AHS Hospitality in Port Douglas TNQ. I asked her to share her Housekeeping background with me to write this article. “The first time I heard someone suggest to me that housekeeping would be a great career for me, I laughed out loud! I thought, who wants to clean toilets & others peoples mess for a living? Also, talking to grey haired old ladies with frilly white aprons that had been working forever was not my idea of fun. Being 18 years old I thought there would be better opportunities out there for me, but I had no idea what direction I wanted to go. The main reason I decided to apply for my first position as a room attendant was to pay my rent at the time. I was so shocked to find out when I started that the Housekeeping Manager was a young good looking 30 year old, who had a great shoe collection. Much more shocking to me was that some of the room attendants were my age. Suddenly my attitude toward housekeeping was changed. When the Housekeeping Manager first approached me about training as a supervisor I surprised myself and said yes, as I was really enjoying my job – why not go just one step further? I had no idea how to turn on a computer, let alone use one, but once again why not go that step further? Once I started, I picked up the basics very quickly, I was soon making spreadsheets, rostering staff & completing payroll. I found myself growing in confidence every day and believing that I could do so much more in housekeeping, maybe this would be a great career for me after all. After 2 years of being at the same Hotel, I was in need of a change. That is where I really saw the wonderful benefits of working for an
outsourced housekeeping company: I could move Hotels but stay with the same company. This allowed me to work with some of the major hotel chains in different parts of Australia. What a life, I get to travel the country, meet new and interesting people, and of course make a lot of money along the way. When I was given the position of Housekeeping Manager I knew that all the hard work was worth it. This industry has now given me the best opportunities I could have ever dreamed of. I now look back very happily, knowing that I made the right decision to become involved in Housekeeping. I am now a Regional Executive Housekeeper who is counting down the days to my 10 year anniversary with AHS Hospitality. It has been a long road but I have enjoyed every minute of it. I am still young & have a long way to go & am proud of myself for where Housekeeping has brought me. So remember, we are not all grey haired old ladies who wear silly aprons! n
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hotel L
realm
ocated at the footsteps of Parliament House in Canberra, Hotel Realm is part of a truly mixed-used precinct next to the Parliamentary Triangle. Hotel Realm offers 158 hotel and suite style accommodation rooms complemented by an in-house day spa, state-of-the-art health club and a variety of dining options. Combining contemporary elegance with avantgarde design, Hotel Realm is effortlessly chic. At Hotel Realm you find yourself surrounded by the nation’s cultural icons including the National Gallery of Australia, National Library of Australia and Old Parliament House. Lake Burley Griffin is just a short stroll away and you will also want to discover the many restaurants, bars and cafes of Canberra’s most popular villages Manuka and Kingston.
Conferencing Hotel Realm includes conferencing facilities with a seating capacity of 800 delegates. The national ballroom can be divided into four functional spaces all with natural light and balconies so guests can soak up the surrounds of leafy Barton. Hotel Realm provides everything you would expect of a world class facility including high speed wireless internet access available anywhere in the building and secure AV links from all conference rooms.
Dining Hotel Realm’s signature restaurant, Konoba, is open 7 days a week and will tempt you with myriad of Mediterranean dishes expertly prepared by our Executive Chef, Anthony Fullerton and his team. The hotel also houses the 2008 AHA Award winning bar - Bacchus Bar, Open 7 days a week for signature cocktails, gourmet refreshments and light meals. Mavi Turkish offers gourmet, authentic Turkish in chic surrounding. Open 5 days a week.
Services The five star facilities of Mudd the Spa and Evo Health Club, located in the heart of the Parliamentary Triangle, has been designed with quality and convenience in mind. Mudd the Spa integrates contemporary architectural themes with modern facilities and premium services. The spa offers five relaxation suites including a couple’s room, plus a range of exclusive body and beauty therapies by Payot. Mudd also looks after hen’s parties, the groom and groomsmen, skin analysis/correction, body exfoliation and couples massages. Located next door to Mudd the Spa is Evo Health Club where you will find a custom designed 25 metre lap pool, infra-red sauna, steam room, hydrotherapy spa and the fully equipped state-of-the-art Technogym. Kinesis, personal trainers, group activities. Canberra’s most luxurious hair salon, Kundalini, ‘derived from the Indian work Kindal meaning lock of hair from the beloved’ brings a team of award-winning stylists and colorists. The team is committed to providing you with worldclass service in a calming and tranquil environment. At Kundalini, the holistic approach taken balances hair care, lifestyle, beauty and well-being. The salon has been created as a retreat for clients to escape from the everyday and receive professional service, care and advice in a relaxed, intimate environment. n
No noise No moving parts Long life No ice trays to compromise hygiene Auto defrost Lock standard Low energy consumption Tamper proof thermostat Hinges convertible left to right Interior light All-round magnetic seals 30 litre - 60 litre models to choose from Solid and glass doors
Finest minibars for the best hotels, motels and resorts For further information please call 0414 891 716 or contact cireelectronics@optushome.com.au
profile
Ajith Heenpella The Blue Hotel
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jith Heenpella is the Housekeeping Manager of The Blue Hotel in Sydney on the revamped Finger Bay Wharf at Woolloomooloo.The Blue is part of the prestigious Taj Hotel group. Ajith is responsible for the upkeep of 100 rooms which include 35 loft rooms and public areas comprising Reception, a Restaurant and Bar, two meeting rooms and a Gymnasium and Pool area. The loft rooms are double storey with the bathroom and bedroom being upstairs and the lounge downstairs. These present a challenge to Housekeeping staff who have to negotiate the stairs daily with their cleaning equipment. Ajith has a staff of twenty three but when the hotel is full for long periods uses staff from Empire Hospitality in a “top up” situation. His laundry operation is outsourced to Valitel. Ajith has only been at The Blue for three months, having migrated to Australia in May 2008 with his wife and ten year old son. Initially he worked at Club Med on Lindeman Island where he was able to become familiar with Australian culture and the work environment before taking up his current position. Ajith has been in the hospitality industry since 1984 when in his homeland of Sri Lanka he took part in a three year course under the National Apprenticeship scheme. During this time, he worked in various hotels as a student to gain experience in various departments but found he loved Housekeeping the best, particularly the people.
at the 338 room Dubai Hilton as a Housekeeping Supervisor before being promoted to Senior Supervisor and then to Assistant Housekeeper. In 2004, he took a pre-opening position at the Madinat Jumeirah Resort as a Housekeeping Manager – a one in three position being responsible for 300 rooms each in one of three towers. He faced huge challenges at this resort due in part to the weather with temperatures between 45-50ºC and the resort being spread out along a one kilometre stretch of beach. Ajith is committed to the training of his staff with a hands-on approach and has recently introduced a point system for quality control. If staff consistently score 85 and above from a possible 100, they are awarded prizes. He is a firm believer of succession planning and loves to see staff rise through the ranks which he says improves morale within the department. He has just introduced microfibre cloths into the hotel and is slowly learning to adjust his mindset in their replacing many of the chemicals previously used. He cites the current economic situation as a challenge to control costs further and enjoys fantastic support from his General Manager, Front Office Manager and the Chief Engineer. He has recently joined the N.S.W. PHAN and is looking forward to attending many more meetings. Away from work, Ajith enjoys playing cricket and soccer with his son as well as gardening, reading and watching movies. n
Ajith left Sri Lanka for Dubai in 1990 where he worked for eighteen years starting
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profile
Julie McGee Mercure Launceston
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ulie McGee is the Executive Housekeeper at the Accor Mercure Launceston in Tasmania. The hotel is centrally located and only twelve steps to the Princess Theatre where all major acts touring Australia perform. Many of the performers also stay at the hotel. Accor took over the management of this privately owned hotel three years ago (it was formerly known as the Great Northern Hotel) after the whole property was gutted, renovated and refurbished throughout. This gave Julie a brand new product to work with and maintain. There are 116 rooms including family rooms, rooms with disabled facilities and suites. Whilst most Housekeepers will admit they have some challenging cleaning issues, Julie has a tram to keep clean! Yes, a tram – one that used to roll along the streets of Launceston taking people to work. When the bar was renovated, the tram was placed in the centre first before all the windows and walls went up. People now relax inside the tram with their drinks and of course Julie’s staff have the task of keeping it clean. What’s the name of the bar? The Trambar of course. Julie has a total of 14 staff to operate the hotel which has an average occupancy rate of 85%. Since Accor took over, the occupancy rate has been consistently high which Julie says helps to keep her staff motivated. Julie started at the then Great Northern Hotel when her children went to school eighteen years ago working initially as a room attendant. She was promoted to weekend Housekeeper and Training Supervisor ten years ago and for the last two years has been the Executive Housekeeper. Julie has a couple of major challenges being that her laundry is outsourced to a company in Devonport, a drive of approximately one hour away. This can cause delays to rooms being ready if the hotel has been very busy
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and there is an immediate shortage of linen. Whilst the hotel did consider installing an inhouse laundry, decided against it. The second of her major challenges is the ability to turn rooms around quickly and up to standard when there are early group arrivals. She says that Accor has brought stability to the hotel as previously there had been a succession of General Managers. She now enjoys good management support with more resources for training of her staff. This support was demonstrated recently when, as is the practise in many hotels to roll rooms over until Monday from the Sunday, a flight was cancelled late one Sunday night and there were not enough ready rooms for the influx of extra guests. Julie was able to rally her team to come in at 10.30pm and work through till 12.30am to clean the required rooms.This included all levels of management with sleeves rolled up! Julie thrives in her role as Executive Housekeeper and when I asked if she had any cleaning tips to share, she says that for cleaning irons, she sprinkles salt on a piece of flat newspaper and then irons the paper with a warm iron. She says that this works wonders and of course is environmentally friendly as well. Julie is married with three daughters and one granddaughter. In her holidays, Julie likes to go camping with her husband around Tasmania and loves to read a good mystery as well as reading about different cultures. n
profile
Shirley Delaberbis AHS North Queensland
S
hirley Delaberbis is the Regional Executive Housekeeper for AHS in Cairns, Nth Queensland having the overall responsibility for three hotels, being the Mantra Trilogy,The Mantra Esplanade and the Breakfree Royal Harbour, all part of the Stella group of hotels, a total of 420 rooms. Shirley’s parents operated a hotel in Hastings, New Zealand and as a young girl can remember when she would often try to help the room attendants to clean rooms. Some would say that she was born to be an Executive Housekeeper. Her parents however discouraged Shirley from working in hotels and so on leaving school she completed an apprenticeship in hairdressing which she made her career for many years, winning some championships along the way. She married and went on to have a son but sadly her first husband was killed in a car accident when her son was 14 months old, so shortly afterwards she decided to leave New Zealand with her son and relocate to Brisbane some thirty three years ago. She worked part time in Brisbane doing some bar work and Housekeeping with hours that were compatible to caring and raising her son. She remarried to a policeman and relocated to North Queensland but again sadly her husband died some twenty-two years ago. She has been married to George, a chef, for nineteen years now. Twenty-three years ago, she was involved in the pre-opening of the prestigious Sheraton Mirage where she stayed for two years. She then went to work at the then Travelodge, (now the Novotel) Palm Cove for three years, starting as a room attendant and gradually working her way up to Senior Supervisor. From there, she and her husband went on to manage a conference centre for 80 people in the Atherton Tablelands for six years and then five years ago moved to manage the Cooktown Hotel in the very far north. This experience Shirley describes as a very tough one.
From Cooktown, she moved back to Cairns where she worked as a room attendant for Accor for three months and then became the Executive Housekeeper at the All Seasons Hotel, a position she held for three years. She applied for an advertised position with AHS as she loved the concept of working for an outsourcing company with all its’ benefits and training exposure. She was successful and became the Executive Housekeeper based at the Mantra Trilogy and was later promoted to her current position of Regional Executive Housekeeper for Cairns. AHS have just taken over the Housekeeping operations of the Cairns Hilton after the retirement of their Executive Housekeeper Dianne Williams who had been at the hotel for over twenty two years. The addition of this property to AHS’ portfolio has see Shirley assist the new Executive Housekeeper with the ongoing running of the property. She believes that in order to stay in touch with her staff, she must clean rooms once a week and endeavours to do so. Shirley believes that whilst the profile of the Executive Housekeeper is improving, expectations are also higher from both guests and AHS’ clients and so the future demand for professional Executive Housekeepers is high. Shirley is the current President of the Far North Queensland Housekeepers’ Association and it is in this position that she strives to improve the lot of the Executive Housekeeper by holding regular educational sessions usually over breakfast held before the working day. Shirley has two recommendations for cleaning operations – a) a doodlebug and b) a backpack rotoscrubber (Cleantec) which she describes as her two best friends. Away from work, Shirley loves playing golf, reading and spending time with her two grandsons. She is intending to relocate to Sydney soon to experience a big city and to challenge herself further. n
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Achieveable Waste Management By DR.TREVOR THORNTON Waste Audit and Consultancy Services
This is the first article in a series to cover the important issue of waste management. This and broader environmental themes are becoming more important for Hotels as for other sectors of the broader community. To assist you develop and implement strategies to improve the sustainability of your Hotel, be it for ideas as to approaches to determine your impacts or suggestions as to how you can address specific topics such as staff awareness or waste avoidance programs, we invite you to write in and let us know what issues you would like covered – what is most immediate and relevant to you. Dr Trevor Thornton has undertaken many projects to develop and implement sustainable environmental strategies for a broad range of sectors including Hotels. He has agreed to respond to your issues and suggestions, with responses will appear in this Journal. Importantly, this also provides you with an opportunity to share your successes with others in this Industry.
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E
nvironmental sustainability is an ideal, a goal. It can never be measured in such a manner so as to enable a hotel to state “finally we have reached it, I am now a sustainable organisation”. However, as much as it is difficult to measure, as a goal, hotels can and should continue to strive towards reducing environmental impacts. In recent years, there has been a growing understanding of not only how businesses and resource consumption impacts on the environment, but also in the awareness of what can be done about it – how to avoid or reduce these impacts. Pressure to improve environmental performance has been applied to the industrial sector for many years, and it is only time before there is similar and continuing pressure applied to the hospitality sector. Issues such as water conservation, energy reduction, greenhouse gas emissions and waste management are no longer discussed in isolation, but are being inextricably linked together. Restaurants as an example are promoting themselves as “green’ by reducing carbon footprints from food production, transport and wastage by focussing on not only organic produce, but reducing transport costs – environmental ones that is but buying from local producers. Conference convenors are offsetting greenhouse gas emissions generated from their event, with delegates voicing their concern if disposable cups are used. The publicity resulting from these actions from these organisations adds to the pressure for the hospitality sector as a whole to selfexamine what they do and more importantly improve. However, on the other hand, owners are, and more so in these difficult financial times, requiring greater cost savings to maintain profits.
However, what is important is that we as individuals and organisations recognise the need to do something to reduce environmental impacts, set goals and work towards them – by this I mean environmental ones. If these goals are totally met, does it really matter, we have learnt and may try harder, but importantly we have done something to reduce the impact the healthcare sector has on the environment. But there are solutions, with some of them easier than may be thought. Waste management, or as it is now termed, Resource Efficiency is one aspect of a hotel’s operations that if improvements are made then there can be reductions
in water consumption, energy use, greenhouse gas emissions and waste generation. Just as importantly, there can be reductions in operating expenses. Those working in Departments such as Housekeeping are absolutely integral to strategies designed to improve waste management. In one project undertaken by Waste Audit and Consultancy Services, there was a considerable amount of material deposited into the general waste from guest rooms. Toilet rolls that had only been half used, full boxes of tissues and serviceable linen were some of the items that should not have been disposed of. In addition, many hotel guests have indicated that they want recycling systems
in their rooms, but hotels have not met this demand. If these systems are provided then it is essential that housekeeping staff ensure that the recycling stream are not contaminated with nonrecyclables and that these materials are actually deposited into the recycling bins to be collected by the contractor.
Achieveable Waste Management (continued)
Importantly, as housekeeping staff are essentially at the “front line” in regards to understanding what materials are being generated, they should be consulted as to what systems would be feasible to both collect recyclables, but more importantly avoid waste generation in the first instance. To put it quite simply. For everything that leaves your hotel in either a waste or recycling container, there are costs. These are environmental and economic, and increasingly, more stakeholders are measuring the social costs. This is what is now termed the Triple Bottom Line approach to decision making.
and measuring against a benchmark unit (for hotels this is FTE’s), then consequences of implemented strategies can be ascertained. Importantly, this data also allowed comparison with other “like” hotels to provide further guidance as to where improvements should be targeted.
The triple bottom line is not complex. Looking at an example that was mentioned to me many years ago, it provides a way of achieving triple bottom line without adversely impacting on the services provided by this particular hotel. This facility decided to limit deep fried foods from their kitchen. The triple bottom line benefits:
Based on the waste audits conducted over many different commercial and industrial sectors, Waste Audit and Consultancy Services has been able to demonstrate that the true cost of waste management can be a factor of 3 times what the waste management contractor invoices illustrate. Audits conducted by Waste Audit and Consultancy Services within the hotel sector have shown that this in fact can be as high as 20 times the invoice costs.
• Economically – less energy • Environmentally – less oil waste • Socially – potentially healthier customers and staff (as well as advocating messages to the wider community) Where to start on the triple bottom line? How can I estimate where I am? Just as importantly why should I? Have a think about the resources you could use. What requests for equipment and/or services have been “knocked back” due to budgetary constraints recently – could they have been provided if money had not been wasted on managing environmental issues and provision of unnecessary resources. Studies conducted by Waste Audit and Consultancy Services based on many years experience in developing waste management strategies has demonstrated that hotels have the potential to significantly reduce wastage by a few actions. For example a waste audit was conducted at an inner metropolitan hotel. From this audit, the following was identified: • Of the total waste stream, currently 79% was being deposited into the general waste and 21% into the recycling stream • Of the general waste stream, only 12% was classified as actual waste, the reminder was recyclables (35%%), reusable materials (4%), compostables (49%) • Approximately $32,000 of unused materials such as food, cutlery, crockery and linen were being disposed of via the general waste stream per annum. This audit was also able to provide a benchmark against which strategies can then be measured. That’s is by having robust data
The actions in summary to first of all understand what your hotel is wasting and then to develop strategies to remedy it are as follows: • Understand what is being deposited in your waste/recycling streams through the conduct of waste assessments and audits. • Analyse the data to ascertain what is being generated and why. • Gain an understanding of staff and guest issues through the use of surveys. What do staff know and understand about waste management, do they have ideas for reducing waste? How about the guests, are the really concerned about another bin for recyclables in their room? • Develop a waste management committee that reports to the CEO and has representation from all departments. Appoint “champions” from each department that can assist in implementation – such as housekeepers who can assist other housekeepers and keep them all motivated. • Implement staff waste management education programs. • Implement agreed upon strategies and monitor their performance. Some strategies may need to be fine-tuned to be successful in the long run. • Implement a hotel wide waste management policy with accompanying plan and procedures. • Monitor and review on a regular basis. One of the key components Waste Audit and Consultancy Services has identified for successful waste management is that of regular reporting of waste data and issues on a monthly basis
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Achieveable Waste Management (continued)
decision for the hotel is what is the optimum environmental and economic manner in which to manage these wastes - a decision will have to be made as to what facility will these wastes go to. Should it be a local landfill, a bioreactor type landfill (that maximise generation of gases that can be converted to energy or a waste to energy plant, composting facility. While this decision would also be influenced by availability and costs, there is also a need to consider the implications for the system that will need to be introduce at the hotel. The more facilities that you are sending your waste to could result in having more containers and this would require increased storage space and staff education. All considerations that need to be addressed at the beginning, not after the systems have been implemented. So after you have identified all materials being disposed of via the general waste or recycling streams and identified opportunities to improve resource efficiency, the opportunities need to be evaluated before they are actually implemented. After all, as a hotel and the pressures being applied to perform, you don’t want to implement a strategy that results in increased environmental impacts. This is an area that Waste Audit and Consultancy Services has developed knowledge over the years. While implementation may be best undertaken by each individual hotel, there is a clear recognition that waste management is not necessarily a core activity and that many hotels don’t have staff with the now required specialised knowledge to make the correct environmental decision.
to all department managers. Receiving these reports and being required to provide rationale for any increases in waste generation ensures that management of wastes remains a central focus of these departments. Such reporting requires the provision of accurate data on issues such as: generation rates for all waste and recycling stream, contamination or leakage, costs and staff training. Departments respond by also indicating, apart from why rates may have increased, but what opportunities have been investigated and/or implemented to improve waste management. It should also be understood that hotels also generate hazardous wastes. Cleaning chemicals, materials from maintenance activities and even clinical waste are just a few. The above process will also identify how these are being managed to ensure that as a minimum, your hotel is meeting its responsibilities. It should be recognised that despite goals of “zero waste” being promoted by government agencies, waste will be generated. The
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As an example, a study conducted overseas concluded that the use of detergents and hot water when washing reusable porcelain cups can be more environmentally detrimental than using disposable cups when taking into account the life cycle from point of production to final disposal including washing. We are also told that recycling is always good. However, for some regional areas the environmental impacts of transporting recyclables long distances to a processing plant means that recycling is not as beneficial as using new resources. This article summarises the process that hotels must implement to meet the growing call for sustainability. The process describes what should be done so that as a minimum, resources are managed effectively and safely. There are many more approaches that can then be considered as a secondary stage to improve resource efficiency. These include programs such as environmental purchasing policies. What needs to be remembered is three things: • The journey to improved resource efficiency is not easy and requires input from many people including your staff; • Improvements are possible, you just need to start; and • You will gain environmentally and economically with an enhanced reputation amongst stakeholders from implementing actions. n
Touchless Cleaning T
hrough the years, traditional methods of sanitation – especially in restrooms - have involved often unpleasant “handson” cleaning, where the cleaning staff has to get down on their hands and knees and scrub floors, partitions, the underside of counters and fixtures with a wide variety of hand-applied cleaning chemicals, which then had to be wiped off or swabbed up with a mop that oftentimes went backand-forth into a bucket containing dirty water. This method of cleaning not only brings the cleaning staff into close contact with any germs or bacteria that might be present, but its repetitive stooping, bending, and scrubbing also takes a physical toll. Therefore, this type of cleaning regimen can often lead to lowered employee morale, increased employee turnover, higher associated training costs, and - most important to the public - ineffective cleaning practices. To do away with this method of cleaning and sanitation, strides have been made in the development and implementation of automatic/touch-free cleaning systems for daily cleaning applications. The machines that are setting the standard in this growing market are affordable, batterypowered, self-contained, portable cleaning systems that use correctly dosed cleaning chemicals that are applied by spray nozzle using low-flow/low-pressure technology. With these systems, the chemicals do the cleaning, not high pressure. This low-pressure cleaning protects fixtures and grout from water damage and eliminates the spray-back of bacteria-contaminated water, all of which may occur with high-pressure (500+ psi) cleaning systems. Their design and operation also supports ongoing efforts to eliminate the bacteria that cause staph infections from public restrooms. The low-flow design of these next-generation cleaning systems uses only half-a-gallon of cleaning solution per minute, eliminating the need for wet/dry-vac recovery and the handling of contaminated water, while at the same time reducing the slip-and-fall risk. In addition, these units clean faster. In fact, ISSA’s 447 Cleaning Times shows that the use of touchless cleaning technology can reduce fixture-cleaning time by as much as 67 percent. Furthermore, touch-free cleaning systems are kind to the environment, with less water and chemicals used when compared with traditional cleaning methods. These units also operate on a rechargeable, maintenancefree 12V lead-acid battery, allowing the user to clean anywhere, regardless of power-outlet availability. n
Risk Issues, Employer Responsibilities and
Cleaning Equipment A
ccording to the Occupational Health and Safety Act 2000, it is a fundamental duty of employers not to knowingly subject staff to hazards in the workplace. Increasingly, employers, directors and owners must assume responsibility for any long term health consequences that staff might experience as a result of the particular environments in which they operate. Directors and employers have a duty of care, owed to each of their employees and to any other person who they should reasonably expect to come into their company’s normal working environment, to ensure that all reasonable measures are taken to minimise the levels of harmful airborne contaminants in their buildings. Take a moment to think whether your current vacuum cleaner is actually cleaning or harbouring potential health risks. A report featured in Environment Australia 2001, noted poor indoor air quality can be expected to have a greater adverse health effect on such people than on those who are strong and healthy. The purpose of carpet maintenance is twofold; to retain the original texture and appearance of carpet for as long as possible and to ensure that it is hygienic. This is achieved by keeping the total soil content, including visible stains, to an absolute minimum by regular cleaning.
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When conducted regularly and efficiently this will both prolong the life of the carpet and minimize possible health problems due to the accumulation of soils and microflora within the carpet pile. Embedded dirt and grit causes matting, packing or crushing of the carpet pile. With every footstep on the carpet, the fibre is slowly severed at its base causing your once valuable investment to turn soiled. Prompt and regular vacuuming is the single most important component of the carpet maintenance system. According to SEBO National Product Manager Kristine Collins, the correct selection of machinery is the result of a comprehensive evaluation. The cost and availability of spare parts should be taken into account when selecting machinery. The evaluation should cover the true cost and productivity achievable, machinery should satisfy the needs of the task to be performed. The correct equipment will bring a reduction in the amount of physical effort on behalf of the operator and will also reduce the overall running costs of the equipment and increase its lifespan. Kristine also recommends when purchasing a Vacuum Cleaner you should look for 3 important aspects: compatibility, filtration, and protection.
Compatibility There are 2 types of Vacuum Cleaners applicable to cleaning Commercial and Accommodation facilities: an Upright Vacuum Cleaner and Canister/Back Pack Vacuum Cleaner. The selection of either machine should be based on Operator use, OHS risks and performance. An Upright Vacuum Cleaner with a rotating brush to agitate the pile, releases grit and dust particles and the combing action of the bristles removes hair and fibre making the vacuum cleaner more efficient than suction alone. Experts like the “Gemeinschaft umweltfreundlicher Teppichboden” (GuT), Aachen, Germany, say that carpets should be cleaned with a rotating brush. “Stiftung Warentest” stated in March 1995 that cleaning with a rotating brush delays the requirement for carpet shampoo or spray extraction cleaning. A recent study published in the latest issue of International Journal of Hygiene and Environmental Health, February 2007, showed a vacuum cleaner with a rotating brush head removed more dirt and allergen from the carpets than those without. Those Commercial and Accommodation facilities who use a back pack or canister to vacuum their carpets should invest in a Rotating Power Brush to boost their vacuum’s cleaning ability. A Power Brush fits onto the end of a standard wand and with its rotating brush and self propelled mechanism, dislodges more dirt and reduces operator fatigue increasing employee productivity. A standard floor tool, such as those with back packs will not clean your carpets as effectively as one with a rotating power brush.
Risk Issues, Employer Responsibilities and Cleaning
Equipment
Filtration Vacuum Cleaners should come standard with extremely efficient filtration systems, and the motor exhaust air should also be independently proven to meet the filtration standard. Researcher Jason Sercombe from the Woolcock Institute of Medical Research said in a recent study published in International Journal of Hygiene and Environmental Health, February 2007, “Overseas studies have found that vacuum cleaners with two or three layer bags performed better than those with a single layer bag”. Just because a machine has a great filter doesn’t mean it has great filtration. Most vacuum companies with high filtration are actually quoting a specification made by the manufacturer of the filter. Their claims do not take into consideration that air can escape the machine through leaks in the machine or exterior bags. The following is from an article on this subject from Indoor Environment Review, March 1998 issue. “While researchers have studied a few vacuums that contained the high-efficiency particulate air (HEPA) filters, most manufacturers claim their vacuums are “HEPA quality”. We can only imagine what the average consumer is thinking they’re buying when they bring a “HEPA” vacuum home. “New test results presented at a recent EPA conference on particulates proved there’s no guarantee of filtration quality when it comes to seeing the word “HEPA” on a vacuum. Researchers found that HEPA filters must be tightly sealed in the system to be of use in capturing particulates. In addition, some vacuums tested had HEPA filters that were so small; they weren’t efficient at
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certain (air) flow rates. So just what can be considered an efficient vacuum in today’s marketplace? One researcher, Susan Goldsmith of InterBasic Resources, Inc., suggests consumers look for some kind of certification on the vacuum, where the vacuum cleaner and filter are tested, and whether the entire assembly or filter was tested before purchasing a vacuum cleaner with a so-called HEPA filter. HEPA stands for Higher Efficiency Particle Arrestor which acts as a physical barrier to dust. Another type of filtration on the market is an “S-Class” Filtration. The S-Class filtration system works on different system - electro-statically charged micro-fibres. These electro-statically charged micro-fibres attract dust particles from the air stream and bond to them. Using this electro-static principle enables a relatively open texture to the micro-filter material which lets air flow through easily, yet traps virtually all dust particles. The advantage of the S-Class filtration is it cannot clog when used correctly and stays longer than the HEPA-filter, because the HEPAfilter acts as a physical barrier. The “S” stands for Schwebstoff-Filter, a filter which according to DIN 24184 has to absorb 99.97% of particles in the size range 0.3 - 0.5 micron. This means it frees your carpet of harmful allergy causing bacteria and fungi bound to the carpet fibres.
Protection Clean air isn’t just about filtration. Keeping the air free of allergens also requires hygienic dirt disposal. The preferred disposal of vacuumed waste is with a sealable paper bag to prevent the release and exposure to dust when emptying. The bag allows you to dispose of the dirt and allergens without handling it. And when sealed, no dust will escape. Therefore unlike bagless vacuum cleaners, a sealable paper bagged vacuum cleaner means you won’t breathe into your lungs what you have vacuumed up - Important for Occupational Health and Safety Standards. Hotel staff and cleaning contractors need to have the same understanding of the cleaning standard and task requirements to ensure that they are working towards, and assessing, the same cleaning outcomes. The standards should also ensure that cleaners are able to carry out their jobs safely. Clearly the standards must focus on the needs of the Staff, as they are the ultimate Operator and are directly affected by the cleaning equipment on a daily basis. Prompt and regular vacuuming is the single most important component of a carpet maintenance system in Commercial and Accommodation facilities. To consistently achieve the best carpet cleaning results with the added health benefits, equipment needs regular servicing. n
Why fight a losing battle? The Problem? Bathroom maintenance is an ongoing problem for most hotels and motels. According to Peter Johnson, Sales Manager of Total TileCare, the most common problem in hotel / motel bathrooms is grout discolouration. “The affected areas never look clean no matter how much effort is spent”. “Housekeeping staff fight a constant, time-consuming and ineffective battle to keep bathrooms, and particularly showers, looking reasonable”. “Whilst the bathroom tiles themselves may look as good as the day they were laid, the grout and sealant drag the whole room down”. Peter Johnson likens grout to a frame around a picture: “if the frame looks ugly, it makes the picture look ugly too”. Unfortunately, once the grout and bathroom seals have become discoloured & / or mouldy, all the scrubbing in the world will only remove surface contaminants. The appearance of the affected area may be improved marginally, but only in the short term (and certainly not enough to preserve an establishments AAA rating). There are a couple of reasons for this. Firstly, grout is very porous and most people never seal the grout to prevent moisture penetrating. Secondly, the use of harsh chemical cleaners, such as bleach or acids, will actually decay the grout and seals over time, making them more porous and increasing their susceptibility to mould development.
The Solution? The best long term solution is regrouting and resealing. Total TileCare offers a comprehensive service called a Shower MakeOver designed specifically with this problem in mind. For a fraction of the cost or down time of re-tiling, the shower can look as-good-as-new. “Our expert technician will remove and replace the old silicon sealant from the affected areas (bath, shower screen and vanity), machine
out the existing grout, regrout using a sanitised grout with an anti-mould additive and finally Stainguard the new grout”. Total TileCare highly recommends that all wet areas be Stainguarded (sealed) to protect the grout, improve its life expectancy and prevent moisture penetration. A premium penetrating sealer is applied to the grout joints providing resistance to water, body oils, soap scum and other contaminants. Stainguarding also makes day-to-day maintenance of the shower much easier. There are no plumbing or tiling costs, there is no mess or smell left behind and room down time is kept to a minimum. The average shower can be completed from as little as $350.
About Total TileCare Servicing Sydney since 1991, previous commercial clients of Total TileCare include Quay West Suites, Mecure, The Novotel, Crown Plaza Terrigal, The Menzies Hotel, Shangri-La Hotel, Travelodge, Rendezvous Hotel, Thredbo Alpine Lodge & Ibis Hotel. Offering an honest, reliable, and cost effective professional service, Total TileCare has the solution to all your tile maintenance needs.
Special Offer: For a limited time only, Total TileCare is offering a FREE SAMPLE Shower MakeOver to approved commercial clients. Quote the following promotional code EHK12009. Terms and conditions apply.
Call Total TileCare today: Freecall 1800 02 02 03, or (02) 9905 4360 to find out more.
Employing people with Epilepsy called Tonic-Clonic and Complex Partial seizures. During a Tonic-Clonic seizure a person’s body stiffens and air forced past the vocal cords often causes a cry or groan as the person falls to the ground. Their limbs begin to jerk in strong symmetrical, rhythmic movements. The person may dribble from the mouth, go blue or red in the face or lose their bladder and/or bowel control as the body relaxes. As consciousness returns, the person may be confused, drowsy, agitated or depressed. They may have a headache and want to sleep. The drowsiness can last for a number of hours.
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pileptic seizures can happen anywhere and at any time – even with hotel guests or staff. Having a basic understanding about epilepsy and first aid will increase the likelihood of hotel staff responding appropriately to an unexpected event such as a seizure. Epilepsy is a common neurological condition involving a tendency to have recurrent seizures. The brain controls the body’s actions, sensations and emotions through nerve cells that carry messages between the brain and the body.These messages are transmitted through regular electrical impulses. A seizure occurs when sudden bursts of electrical activity in the brain disrupt this pattern. The kind of seizure, and the parts of the body affected by it,
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relates to the part of the brain in which the irregular electrical activity occurred. Seizures can involve a loss of consciousness, a range of unusual movements, odd feelings and sensations or changed behaviour. About 65 percent of people achieve good seizure control with medication and good lifestyle management. Seizures can sometimes look frightening but rarely cause any damage to the brain. Once the seizure is over, the person gradually returns to normal. It is important that key hotel staff, such as Executive Housekeepers, ensure that anyone having a seizure in the workplace is protected and not further alienated by the experience. The two commonest types of seizures most likely to occur in a hotel setting are
Anyone can help someone having a TonicClonic seizure by following a few simple guidelines. These include staying with the person, timing the seizure from the outset, protecting them from injury, placing something soft under their head, rolling the person on to their side at the earliest opportunity to maintain their airway, never placing anything in their mouth and calling an ambulance if the seizure lasts for five minutes. Check for a medical ID bracelet or necklace and ring the emergency number, if available. During complex partial seizures a person has impaired awareness, which means they aren’t aware of where they are and what they are doing and are at risk of injury until they return to full awareness. The person may often appear confused and dazed and may do strange and repetitive actions like fiddling with clothing or making chewing movements or uttering unusual sounds. During a complex partial seizure it is important that you stay with the person until they regain full awareness. Avoid
restraint and if you need to move them away from danger, gently guide them by the elbow. You don’t need to put the person in the recovery position on their side because they aren’t unconscious. Call an ambulance if the complex partial seizure lasts for 15 minutes. Most of these seizures resolve in a couple of minutes but confusion after the seizure can last for some time. For many people with epilepsy, it isn’t the condition but people’s lack of knowledge and understanding that causes the greatest problems. Most people with epilepsy can do most of the things that people without epilepsy can do such as – work, play sport, raise a family, drive and enjoy social activities. Becoming an airline pilot or joining the police or armed forces aren’t vocational options currently available to people with epilepsy. There are, however, many other options available and many people with epilepsy have worked successfully in the hospitality industry. Having epilepsy doesn’t automatically mean having more time off work, nor does it make people less reliable. The common cold or flu is likely to account for more sick leave than any time taken off due to seizures. For those who hire staff, it is probably natural that you are concerned when an applicant tells you he or she has epilepsy. It is vital you find out specific information about that individual’s epilepsy circumstances rather than make assumptions that everything you know about epilepsy will be relevant to that person because it may not. There is significant variation among people living with epilepsy. Many people have complete control of their seizures and their condition won’t have any impact in a work environment. Other people might only have nocturnal seizures and be at no risk of day time seizure activity. Others might have simple partial seizures where they maintain complete awareness during the seizure,
which eliminates the risk of harm or injury during a seizure in the workplace. If the best person for the job also has epilepsy, they are still the best person for the job. People often hide their condition because they may have had negative experiences in the past when they have disclosed the fact that they have epilepsy to a prospective employer. To assume that a person’s epilepsy will prevent them from doing the job is often a mistake and can lead to unnecessary discrimination. After all, a job interview is all about a person’s ability to do the job. There is an epilepsy organisation in each state available to assist with all epilepsy related enquiries. The national epilepsy helpline can be called from anywhere in Australia for the cost of a local call on 1300 852 853. n
More important information next page >
Seizure First Aid Giving help to a person who is having a seizure In a convulsive seizure (eg Tonic-Clonic seizure): • Stay calm • Time the seizure from the beginning • Do not put anything in the person’s mouth • Do not try to restrain the person • Protect the person from injury; remove any hard objects • Place something soft under the head and loosen any tight clothing • Roll the person onto their side to keep the airway clear • Stay with and reassure the person until they have recovered. In a non-convulsive seizure (eg Complex Partial seizure): • Time the seizure from the beginning • The person may behave strangely or appear disorientated • Avoid restraining the person if possible; talk to them, try to guide them to safety and protect them until they recover. Call an ambulance: • If the convulsive seizure continues for more than 5 minutes • In a convulsive seizure, if the seizure stops but the person does not regain consciousness within 5 minutes, or if another seizure begins • In a non-convulsive seizure if the person has not begun to recover in 15 minutes • When a serious injury has occurred, if it occurs in water or if you believe a woman is pregnant.
Emergency Services 000 Epilepsy Help Line 1300 852 853 www.epinet.og.au 66
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Where to get help Epilepsy Foundation of Victoria Inc. 818 Burke Road CAMBERWELL VIC 3124 Tel: 03 9805 9111 Fax: 03 9882 7159 Local call: 1300 852 853 E: epilepsy@epilepsy.asn.au W: www.epinet.org.au Epilepsy Association of the ACT Inc 27 Mulley Street HOLDER ACT 2611 PO Box 3744 WESTON CREEK ACT 2611 Tel: 02 6287 4555 Fax: 02 6287 4556 E: epilepsy@epilepsyact.org.au Epilepsy Association of SA & the NT Inc The Epilepsy Centre SA 266 Port Road HINDMARSH SA 5007 PO Box 12 WOODVILLE SA 5011 Tel: 08 8448 5600 Fax: 08 8448 5609 E: enquiries@epilepsycentre. org.au W: www.epilepsycentre.org.au Epilepsy Association of Tasmania Inc BURNIE (HEAD OFFICE) Shop 4, Brownell Place 11 Wilson Street, BURNIE TAS 7320 Tel: 03 6431 7848 Mob: 0439 411 223 Fax: 03 6431 5566 E: etas.nw@bigpond.net.au HOBART Rooms 13 and 14, McDougall Building Ellerslie Road, BATTERY POINT TAS 7004 Tel/Fax: 03 6224 4545 E: etas.s@bigpond.net.au
LAUNCESTON Kings Meadow Community Health Centre McHugh Street, KINGS MEADOW TAS 7249 Tel/Fax: 03 6336 5148 Mob: 0439 439 041 E: etas.n@bigpond.net.au Epilepsy Foundation of Victoria and Epilepsy Australia in NSW Inc Denise Chapman PO Box 1049 Baulkham Hills NSW 1755 Tel: 02 9674 9966 Fax: 02 9620 7087 E: epilepsyaust@bigpond.com Epilepsy Queensland Inc Level 2, Gabba Towers 411 Vulture Street WOOLLOONGABBA QLD 4102 PO Box 1457 COORPAROO BC QLD 4151 Tel: 07 3435 5000 Fax: 07 3435 5025 E: epilepsy@epilepsyqueensland. com.au W: www.epilpesyqueensland. com.au Epilepsy Association of Western Australia Centre for Neurological Support – The Niche Suite B, 11 Aberdare Road NEDLANDS WA 6009 Tel: 08 9346 7699 Fax: 08 9346 7696 E: epilepsy@cnswa.com Epilepsy Association NSW PO Box 879 EPPING NSW 1710 Tel: 1300 374537 Fax: 1300 886894 Also Epilepsy Action GPO Box 9878 Sydney NSW 2001 E: epilepsy@epilepsy.org.au
Australia-wide: 1300 852 853
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fan’s a fan.” That’s what some contractors say when choosing an air mover for their water damage job. If only it were that simple. As with any piece of equipment it is important to consider your application to find out what works best for you. There are three types of air movers that are being used in the water damage restoration industry: traditional snail shaped carpet dryers, low amp axial fans and high volume axial fans.
Additionally, the placement of your air movers is important in getting the most from your unit. We’ve done testing and have found that the best results using our fans were produced when they were angled 30 degrees towards the wall. As you well know this gets covered more extensively in the Water Restoration and Applied Structural Drying Courses. High Volume axial fans push a high volume of free air and are used for crawl spaces, ducted drying, directing air into hard to reach areas and positive or negative air set up.
Traditional carpet dryers or centrifugal fans are often used to float carpet or move air across carpet or floors, and often placed at a 45 degree angle to walls and used to dry walls. These air movers put out about 30-35 cubic metres per minute (CMM) and draw from 2 amps to as high as 7 with most being in the 2.0 to 4 amp range. Centrifugal fans were created to float carpets, which require a lot of static pressure to lift the wet carpet. Then in the late 90s new drying equipment began to emerge— Low amp drying using large axial fans. Axial air movers put out twice as much CMM as traditional carpet dryers and pull half the amps. This makes them more efficient and makes your job easier. Because this is a simple set up, you get more air flow. More air flow enhances evaporation, and you’re putting out less heat which is important when you don’t need the heat. The heat that they radiate is at a minimum.
Whether you’re using a traditional carpet dryer, low amp axial fan or high volume axial fan remember to think about your application, choose the equipment that is the right fit and you will get optimal results. n
Dry Air Technology is a leading manufacturer who designs and engineers air movers, ventilators and dehumidifiers. Each of our units, like the new FORCE 9 is carefully engineered and built tough for demanding jobs. Dry Air Technology strives to provide the best in high quality products and superior customer service. Dry Air Technology air movers, portable ventilators and accessories will be available mid July 2008 from AIRMOVERS on 02 6650 9691. AIRMOVERS is a division of The Moisture Meter Company Pty Ltd.
A Greener Approach Starts with the Little Things By RANDY F. RADTKE
“First, there is no amount of tweaking you can do to make up for inefficient equipment,” he said. “Old, inefficient equipment is the biggest drain of laundry resources, because it impacts everything, including staffing. Second, small adjustments in operations, can pay big dividends in an overall greener facility.”
Equipment Tips A greener approach in the laundry starts with a few key equipment features on the washing side, such as programmable controls, multiple water levels and high G-force extraction. On the drying side, dryers should have a balance of airflow, tumble action and heat. “Be careful of products that tout Btus as the sole measure of fast drying,” Hopkins said. “Without a balance of the three key ingredients, much energy can be wasted, taking you further away from the green focus the laundry is seeking.” To make the drying process even more efficient, managers should seek washers with high speed extraction of 300 G-force or higher. “The difference in water retention between a 300 G-force cycle and 200 is quite substantial,” said John Caponas, managing director of Sydney-based Commercial Laundry Appliances. “For a laundry washing a 60-pound load of terry towels, moisture retention at 200 G-force is about 67 percent, compared to 57 percent at 300 G-force. This difference can greatly reduce drying times,” he added. With lower G-force, the gap can be even more dramatic. Going from 86 to 300 G-force can reduce the laundry’s drying times by as much as 30 percent.
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rue or false: adopting a green campaign is a huge undertaking requiring a major commitment of resources? False. Greening up your facility mostly requires preplanning and some outside-the-box thinking, especially when it comes to the laundry room. “In the laundry there are few simple truths,” said Jeff Hopkins, regional manager of Asia Pacific sales for Alliance Laundry Systems.
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Often a greener approach in the laundry starts with outside-thebox thinking. Some laundries have seen the benefit to upgrading from a dated 75-pound single dryer to a stack 45-pound tumbler. The move gives the laundry more drying capacity — 90 pounds total with two 45-pound cylinders — in the same floor space as a single unit. Laundries also benefit from faster drying times and reduced utility consumption when a 60-pound load is split between the two drying cylinders.
“These 45-pound stack dryers, from manufacturers such as Speed Queen and IPSO, have become popular products in North American vended laundries and utilize an axial airflow drying process that is extremely efficient,” Hopkins said. “While splitting loads between the two cylinders is a different approach, there’s little doubt of the green gains the laundry can realize.” Still not convinced you should replace your 20-year-old, hardworking drying tumblers for more energy efficient units? Consider that dryers account for roughly 70 percent of your laundry’s energy consumption. It pays to be green, and it doesn’t take long before the savings offset the purchase price of new models.
Choosing the Right Formula Wash cycles, because of the various steps and energy input, are an area where laundries can green up very quickly with just small changes. For example, small reductions in water use in a 60-pound capacity washer-extractor, multiplied by the number of loads processed daily and multiplied out for the year really add up. That’s where laundries that have washers with more than just the standard three or five water levels have a significant advantage in efficiency. “Twenty or 30 programmable fill levels are not “luxury” features, they’re the starting point for curbing water use,” said Lisa Horne, managing director of Sydney-based Aqualogic Laundry Systems. “They’re also the first step in designing wash cycles that produce great finished quality and, as a result, longer linen life.” Managers must look even deeper than just fill levels. They also should be reviewing the wash formulas themselves that are being utilized for various loads. For example, is your operation using a prewash step for all loads? This step is only necessary for the laundry’s heavy soil loads. “Many laundries aren’t aware that prewashes are not needed for most of the loads they process,” Caponas said. “Worst of all, they can add 15 to 25 percent more water to the cycle,” he added. Chlorine bleach baths are another barrier to a greener laundry (oxygen bleaches (hydrogen peroxide) are considered more environmentally friendly). They are definitely not a requirement for all loads and add 15 percent more water into the cycle. Cutting them out, when possible, is a green initiative not only for the water savings, but because they are hot water fills, the laundry reduces utility consumption because it isn’t heating as much water. Jim Mitchell, principal technical support specialist at Ecolab, a leading supplier of laundry chemicals, said bleaching remains the key method for oxidizing residual stains, though many laundries may not be getting solid results in their bleaching process. One reason for an underperforming bleach cycle may rest in the laundry lowering the temperatures of its hot water to cut costs.
“The hot water temps in hospitality laundries are dropping rapidly ... most are running in the range of 110 to 130F (43 to 54 C) now,” Mitchell said. “This is very ineffective for oxygen bleach. Chlorine bleach will perform better at lower temps, but far less effectively,” he said. If a greener laundry is the goal, it’s important to work with your chemical company representative to fine tune wash programs and ensure you will not be sacrificing wash quality by adjusting cycles.
More Easy Fixes Sometimes it’s easy for us to overlook the obvious, and that’s the case in the laundry as well. A fast way to conserve valuable resources is to maximize the capacity of your equipment. If staff is frequently under loading machines, obviously that translates into more loads throughout the day. Taking time to educate staff on what a “full load” looks like can help save water and utilities. “Some controls on the market today can help managers identify if there’s a prevalence of under loading in the laundry,” Hopkins said. “The new UniLinc control for UniMac washer-extractors offers operations reports that track error codes such as out-of-balance loads,” he added. Frequent out-of-balance conditions usually are a result of staff consistently under loading the washer. Horne suggests pretreating stains is another quick fix that can help the laundry reduce its water and energy consumption. “Housekeeping is the first line of defense against stains,” Horne said. “If they can pretreat stains before linens enter the laundry, it can have a significant impact on the operation’s daily re-wash total,” she added. These are just a few tips that apply to the laundry. Certainly, when the property embraces the entire green concept other small changes can be identified to total additional savings and create an overall more environmentally friendly facility. n
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Smart Grids, Smart Meters, and Smart Energy By STEPHEN ASHKIN
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magine the benefits if all our communities and individual buildings generated their own energy.
The giant step toward sustainability promised by the installation of solar panels and wind turbines used to generate power, and the “smart grids” and “smart meters” that distribute and measure the energy, is something to get excited about. What are the real, practical, and environmental problems associated with our current system of a one-way pipe from the utility to the buildings we inhabit? Let’s just name a few-the threat of power outages during in-opportune times, at places such as hospitals; the increasing costs of energy consumption, especially at peak hours; and the negative environmental impacts of large power plants that create the energy we currently consume. With a move to “distributed generation” of our energy, buildings will become on-site generators of energy- no more risk of power loss over the presently overly-taxed grid infrastructure. This is also important for those in remote areas where energy must travel over long and aging transmission lines, which lose as much as 30 percent of the energy due to resistance in the transmission lines. The cost savings is obvious, as is the reduction in carbon emissions with this drastic reduction in purchasing energy from power plants that, for the most part, burn coal to create energy for the consumer. Executive housekeepers can help implement an energy-efficient system for their building where everything from lighting fixtures to cleaning equipment and appliances are only using energy when they need it and not soaking up expensive energy at peak times. Smart meters can be on site, so you can monitor your energy use in real time, which will not only create a more efficient system of pricing, but will allow for you and other building managers to audit how and when you are using your energy. Instead of being billed by your utility at a flat rate for power, you can set a varying rate-so
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Smart Grids, Smart Meters, and Smart Energy (continued) < if you run your washing machines and dryers at night, you could pay much less than the rate for air-conditioning during daytime peak hours. There will obviously be a learning curve as we develop and fine tune the hardware and software necessary to manage energy consumption, but those kinks are being investigated as we speak. Hopefully, soon we will be able to communicate with individual appliances, managing and monitoring their use and energy consumption from a monitor. Other hurdles include the need to improve battery technology to better store the energy we harness and to increase the capacity of the batteries. Another bridge to cross, yet one that will be inspiring to witness, will be when our buildings’ fleet of plug-in hybrid vehicles are connected to our building’s smart grid. Some experts say business fleets of hybrid vehicles are a decade away, but the advent of this change in how energy flows to our building, and then used by our building and its inhabitants and vehicles, will be a watershed moment in business energy consumption. This is when our “smart grid” is truly in place – restructuring what is now a model where power plants directly send us our power, we consume it, and they bill us; concurrently, we consume petroleum from a completely separate entity, and pay that bill as well. All the while, we are doing harm to our environment and working harder, longer hours to pay the increased energy costs. With our move to the distributed generation, we move toward a sense of self-reliance and responsibility toward balancing energy use versus what we can harness. Now that we can measure our own consumption andour ability to generate and store energy, it is the time when true sustain ability is in sight. There will be interesting times, when we arrive to work and check in with our smart meter to see where we stand for the day, week, and year. In these days as an executive housekeeper, we will be able to witness first-hand what appliances are draining our resources and will perhaps encourage us to investigate another model. We can see how much money was saved running the dishwashers at night instead of between lunch and dinner. As I have said numerous times before: “What gets measured gets done.” This will now be especially true. How soon can we expect large-scale moves towards this redistribution of energy? Obviously, there are many reasons that this will take some time, but pilot projects are currently underway throughout the country. n Stephen P. Ashkin is a tireless advocate for environmentally-preferable cleaning. . For more information, visit www.ashkingroup.com
The Executive
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Product News
Numatic’s Nukeeper Range
Bathroom Amenities – The choice is yours
The Nukeeper range of housekeeping trolleys have been designed to enhance housekeeping standards and improve both efficiency and appearance.
In the current economic environment many managers in the accommodation industry are crunching their numbers. The questions being contemplated are:
There are two models, the NKL17 and NKT22. Both are available with either solid doors or the ever popular pull down front cover. The all terrain chassis incorporates 200mm soft ride castors and all round bump protection whilst the trolley itself comes with ample shelf space, internal storage drawers, removable laundry bags, top storage trays (hard front models only) and as optional extras a high level waste bin, and attachments for storing a vacuum cleaner, cleaning cloths and sprays.
• “Is my business or department sustainable in the current “soft” market environment?” • “Where can I achieve cost savings in my operation or department?” • “Which facets of my business or department can I improve, in order to sustain or even increase our occupancy?” A recent survey conducted nationally in January 2009 by the independent online research company “Pureprofile”, has revealed intriguing insights into Australians’ preferences towards staying in hotels. The four top points, which make Australians happy guests are: Comfortable linen, delicious breakfasts, friendly staff, and quality amenities. These are therefore the main aspects everyone in the accommodation industry needs to focus on. These are also the things you cannot afford to scale down or skimp on, if you want to maintain or even grow your revenue in these testing times. At Swisstrade, we may not be able to assist you with delicious breakfasts or friendly staff, however comfortable linen and quality bathroom amenities are exactly what we specialize in.
Numatic’s Versaclean 1804 The Versaclean 1804 has been developed very much from the ground up, giving high priority to exceptional mobility, constructional integrity and usability with numerous optional facilities able to be added to extend the scope of the product to meet different requirements. Vertical and wide press systems can also be used. Construction is based on Numatic’s well established structofoam specification; equipped with 200mm heavy duty, super quiet castors, rotary corner protection and soft side-wall protection. Deep based trays provide plenty of practical storage still leaving room for your choice of mopping kit. The 120lt waste system comes complete with plastic bags, lid and handles for easy mobility.
Available from CLEANERS WAREHOUSE 68-70 Booth St, Annandale NSW 2038 Phone: 02 9660 5000 www.cleanerswarehouse.com
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Swisstrade can give you advise on these issues and supply you with a choice of high end European made toiletries, or luxuriously presented mid range amenities which suit every 3½ to 4½ star operation, alternatively we also supply environmentally responsible amenities dispenser products. Our latest amenities range “SPA” for example combines absolute 5 star presentation and product quality with affordable prices. “SPA” caters to corporate as well as leisure properties, reflecting the importance of relaxation and helps refresh and recharge body and mind. If you are interested in looking into the ultimate environmentally friendly amenities option, you may wish to consider our revolutionary “Press + Wash” dispensers. These patented dispensers are unique in the marketplace and probably the world’s most established amenities dispenser (currently installed in over 900,000 hotel/motel rooms around the globe). Apart from the cost savings and elimination of waste, these dispensers also come with stylish tent-cards, which promote the environmental initiative of the dispenser concept to your guests. Last but not least, if you are looking to upgrade or replace your current bed linen, towels or pillows
in order to please your guests, you will find that Swisstrade also has a huge selection of linen and bedding items at extremely competitive prices. Made from high quality combed cotton, our linen is well established in thousands of Australian hotel/ motel rooms and guarantees that comfortable night sleep, valued so highly by the surveyed Australian guests. At Swisstrade we believe that the reputation of any Hotel, Motel or Resort is built on guest satisfaction and we therefore endeavor to assist you in making each guests stay an enjoyable and memorable one.
SEBO G2 SEBO is The Intelligent Choice when purchasing a vacuum cleaner. SEBO has developed a range for use in Hospitality, Healthcare and Aged Care facilities where hygiene and air quality is a paramount. The condition of your carpets is one of the first things people notice when they walk into a room. Therefore it is important to maintain the quality of your carpet by removing the maximum amount of soilage embedded in the carpet. The SEBO G2 PROFESSIONAL with motorised brush roller agitates the carpet fibres and allows the vacuum to extract the loose debris. This method of vacuuming is recommended by most carpet manufactures. Regular vacuuming with SEBO G2 PROFESSIONAL will prolong the life of the carpet and minimize possible health problems for employees, residents and guests with its unique hygienic sealable paper bag. The cleaning of hotels and resorts require a special kind of vacuum cleaner. The SEBO G2 PROFESSIONAL has been designed to comply with the highest health and safety regulations. To read further about SEBO’s S-Class Filtration please visit the web site www.nayla.com or to arrange a demonstration please call Hari on (02) 9678 9200. SEBO The Intelligent Choice.
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Product News
Executive Service Cart When style and functionality come together! Rubbermaid Commercial Products’ Executive Service Cart is the elegant and versatile solution for back-and front-of-house tasks. With 20 % more topshelf capacity its constructed of durable, recyclable polyethylene; and easy to clean - keeping your business looking smart for years. Features include Ergonomic rounded handles for improved manoeuvrability and comfort; wraparound end panels to help keep items on the cart; solid round bumper that is gentle on walls and furniture; 137kg weight load capacity and 10.2cm all swivel non-marking castors. Contact your Rubbermaid State Representative: VIC/TAS 0400 570 778 NSW 0417 516 214 QLD 0422 222 618 SA/NT/WA 0413 114 998 or visit www.rcpworksmarter.com
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nhance your guests’ hotel stay, and make a lasting impression that will set your hotel apart from others, with a range of bioactive hair and body amenities by REN. Committed to delivering on its five principles, REN has rapidly earned a reputation as a leader in skincare, making its way into the hands of A-List celebrities, and featuring in a significant number of exclusive luxury hotels across Europe. Made with skin friendly ingredients including 100% essential oils and plant extracts rather than synthetic fragrances and colouring, REN has been formulated to leave skin and hair feeling healthy, hydrated and beautiful.
of profits to environmental campaigns and initiatives, REN strives to make a positive impact on the environment. With eco-chic designed packaging, the REN hotel collection is available in 25ml tubes, 50ml and 100ml bottles, 25g and 50g soaps, and is now exclusively available from International Interior Images. For more information, please contact Kate Harding at International Interior Images on 03 9673 1444 or kate@interior-images.com.au.
Furthermore, REN strives to continuously discover and apply the latest advances in bio science technology, making REN formulations highly effective in helping to protect, repair and renew the skin.
RainbowAir: ‘The Product’ RainbowAir Activator 500 was designed for small environments and medium odour control applications. Its maximum ozone output (500 mg/hr), utilising two generator plates, is approximately one half that of the RainbowAir Activator 1000. Boardrooms, hotel/motel rooms, offices and restrooms are a few typical areas for use. Depending upon the room configuration, air
REN is passionate about providing the ultimate experience for the consumer and makes no compromise on delivering this ‘pleasure’ principle. With REN, guests can indulge in a luxury product free from irritants that not only promotes a sense of well-being, but also advocates minimal use of the world’s limited natural resources. Committing 2.5%
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Housekeeper flow of the area and type of odour to be treated, 15 000 cubic feet is approximately the RainbowAir Activator 500’s capacity. The 0–60 minute electronic timer allows the user to set the desired time for treatment. The timer shuts itself off. RainbowAir Activator 1000 has been successful in areas of 30 000 cubic feet. Its fan speed and ozone production capabilities (1000 mg/hr – 1 gram) is ideal for apartments, hotels/motels, rental cars, property management and garbage collection areas. The RainbowAir Activator 1000 has the same quality features as the Activator 500 except that ozone production is twice the output and is equipped with 0–24 hour timer with optional continuous operation. The Activator 1000 is equipped with four generator plates which are washable and easy to replace. For more information please call: 0417 592 203 or email: margaret@rainbowair.com.au
VIVE Dispenser Style your hotel property with this new range of VIVE liquid dispenser bottles. These convenient pump action dispensers will facilitate all public rest room areas and/or individual guest rooms and suites to provide a luxury convenience for hotel guests and staff alike. Let the rich aroma of Fig & Almond Milk fragrance your establishment and create themed continuity with VIVE’s signature fragrance. Formulations available in a Hand Wash and Moisturiser are enriched with essential oils and botanical extracts of Jojoba, Olive and Aloe Vera to nourish and nurture the skin.
WELCOME TO THE WORLD OF MOR! We are pleased to invite you to experience the fruits of our creative expression. While partnered in our first business collaboration, a design concept store in the heart of Melbourne, Australia we began to experiment (amongst other things!) with making traditional Castilian soaps, blending aromatic oils, crushing incense and hand-pouring candles. Immediately seduced by the magical properties of perfumery and the endless possibilities of blending modern and traditional ingredients, we decided there and then to channel our energies into a line of luxury bath, body and pampering products. While driving through the streets of Delhi, in Northern India, we spotted a street sign with the simple word – MOR (which means peacock in Hindi). Upon our return to Australia in 2001, MOR was born | Vol 13 No. 1 |
and since then have been busy creating new and exciting collections. Our joy and passion are in the ability to dream up new products and bring them to life. It is our greatest hope that our love of food, travel and art translates into our products and in turn inspires you. We hope you enjoy the journey. - DEON ST. MOR & DIANNA BURMAS
De Luxe Spa A revitalizing experience lies ahead with the crisp and refreshing scent of Orange Blossom. Cleanse and rehydrate with the signature Orange Blossom fragrance, an uplifting mix of Neroli, Ripe Fruit and Green Leaves, on a base of Conifer Pine. Available from Concept Amenities – www.conceptm.com.au
Vellux Blankets Plush, soft, velvety and amazingly warm. Once experienced, it is easy to understand why Vellux is America’s favourite blanket, and now is also Australia’s favourite. The lightweight warmth is friendly to all, including those with arthritic joints while children just love its cuddly friendly feel. No worries about delicate blanket care, Vellux is virtually indestructable and will not shrink, fade, matt or pill from washing, and yes it is guaranteed for 5 years. The lovely softness is even better with every wash, and remember Vellux is valued for its hypoallergenic properties. For samples and enquires please contact Vellux Commercial on 1300 VELLUX (1300 835589) email: johnc@vellux-blankets.com.au website: www.vellux-blankets.com.au
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To date, to combat these pests drugs or pesticides have been used, but now, the fight against dust mites and other allergens has been taken to the next level with the release of a powerful new weapon - Dustroy. Dustroy is 99.99% effective against the dust mite and has a sanitizing effect limiting the growth of mould and mildew. And is not a drug or pesticide. Dustroy is an all natural product, therefore it is environmentally safe, biodegradeable and nonharmful to humans and animals. Dustroy is the result of extensive research and development by leading international laboratory personnel and has enjoyed proven consumer success. Dust mites are a major cause of the debilitating disease, Asthma. Six million Australians suffer from Asthma and other respiratory diseases. Parents and their children who find themselves in hospital emergency rooms at 3am understand the seriousness of this problem more than most. With the eradication of the dust mite allergen, parents and their children live and sleep easier, thanks to the powerful Dustroy formula. Colloidal Technologies International now introduces Dustroy to the contract cleaning and accommodation industries as a further protection for valued clientele against dust mites and other allergens. Dustroy is available in 500mL spray and 5L and 20L containers so it is both practical and easy to use for any operation and is effective after just one application. In recent years the Hotel Hospitality sector has seen the increasing need to protect its clients against these unwanted insect house guests. Dustroy is suitable for carpets, bedding, soft furnishings and mattresses - all the places that the dust mite lurks hidden to the eyes of inhabitants and guests. Dustroy will not stain and has an instant neutralizing effect that renders the allergens from dust mites harmless.
Dust mites: Microscopic, cosmopolitan eight-legged “guests”, of all human habitations are infamous for spreading allergens in the home. These allergens can cause Asthma, Hayfever and watery eyes in humans. These creatures are closely related to the spider and the tick and can be just as dangerous.
Dustroy is easy to use and effective after just one application, making it the perfect response to the rising threat of allergen producing dust mites in both the home and service sectors. Boasting a 99.99% effectiveness and being environmentally safe, Dustroy is a significant breakthrough in the fight against dust mites and other allergens. FOR MORE INFORMATION CONTACT COLLOIDAL TECHNOLOGIES: (02) 4952 8922