The Executive Housekeeper 14_3

The Executive

Housekeeper

Volume 14

No. 3 PP 322210/00016

The Executive

Housekeeper Contents

Volume 14 No. 3

42 Aria Hotel Canberra 45 Profiles 49 Japan takes another step in replacing humans with robots

3 Publishers’ Message

51 Removing Spots and Stains

6 FNPHN News 7 PHAN News

54 Looking Back at What’s Ahead: Using Lessons of the Past as a Guide to the Future

9 PEHN News

57 Rolling 12 month periods and Investment Returns

10 SEQPHA News

58 Why Latex?

12 Overseas News

60 Sourcing Small Appliances

15 Responsible Design For the Commercial Accommodation Industry

63 Auditing your cleaning program

18 The Truth About Sick Pillows Exposed – At Last 20 Thinking Management – Allowing ourselves to be challenged 23 Where is hotel technology currently headed?

27 The hidden problem with plastics 31 New and improved Bed Bug Barrier takes America by storm

67 Little and Surprising Things Can Make a Difference 69 H2O is the Go! 71 When not in Utopia, linen is lost 72 The fight against back injuries in Housekeeping – exercise and mechanical bed lifters 73 Product News

33 What makes a good hotel stand out from the crowd?

Front Cover: Aria Hotel, Canberra, ACT

39 French flair for fabulous fabrics

Adbourne Publishing

ADVERTISING

18/69 Acacia Road Ferntree Gully VIC 3156 PO Box 735, Belgrave, VIC 3160 www.adbourne.com

Melbourne: Neil Muir Ph: (03) 9758 1433 Fax: (03) 9758 1432 Email: neil@adbourne.com

EDITORIAL CONSULTANT Max Agnew

Adelaide: Robert Spowart Ph: 0488 390 039 Email: robert@adbourne.com

Production Claire Henry Tel: (03) 9758 1436 Email: production@adbourne.com

Marketing Tania Lamanna Tel: (03) 9500 0285 Email: tlamanna@bigpond.net.au

Administration Robyn Fantin Tel: (03) 9758 1431 Email: admin@adbourne.com

SUBSCRIPTIONS Enquiries: (03) 9758 1431 Fax: (03) 9758 1432 Email: admin@adbourne.com

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.

P ublisher ’ s M essage

W

e at Adbourne Publishing are delighted with the results being achieved since we recently made changes to extend the readership of The Executive Housekeeper magazine.This is especially so with the number of new subscribers from overseas.

As well as sending out our hard-copy magazines, the publication is able to be viewed online, with visitors from countries such as the US and UK, Vietnam, Syria and even Moldova – leading to many new readers. Increased readership is the bottom line to success in this publishing business.

As one who was not always attracted to change, I now marvel at new technology, where we can see, since our last publication, that there has been almost 1000 online readers. Thanks to our website tracking system we can tell what countries they are from and what pages they have read.

As this will be the last issue before Christmas, let me take this opportunity to thank our advertisers and our regular contributors: Barbara Sargeant, Col Nation,

View

The Executive

Housekeeper

online now!

Brian Clark, and the Presidents and committee of the State Chapters who take the time to keep us informed of what is happening in their industry.

In this issue we have again tried to provide you with a diverse range of topics, including a new column from Steve Duggan of Concept Amenities. His first takes a good look at plastics as a pollutant with some statistics many will find quite mind boggling.

Enjoy this issue, and don’t forget that we are always on the lookout for ideas and suggestions on stories from our readers.You can always reach me by emailing thoughts to: neil@adbourne.com. Meanwhile, no doubt we all will be looking forward to a break over the Festive season, and I trust you and your family have a happy and safe Christmas and New Year.

Best regards, Neil Muir Publisher

The Executive

Housekeeper

Visit bo www.ad urne.com and click on ‘The Executive Housekeeper’

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FNPHNNews FNPHN News from the President’s Desk... Cairns

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ur 8th Annual AGM and new committee elections was held at the Cairns Colonial Club on Thursday 5th August in the sumptuous surrounds of Jardines Function Centre.

(Thanks to Rae Read, Exec Housekeeper of the Colonial Club for arranging a great venue as well as the mouth watering food.)

It gives me great pleasure to present the new committee for the Far North Professional Housekeepers Network in Cairns.

Last holding the position of Vice President, I am very honoured to be nominated and voted in as President for 2010 / 2011.

Being a Supplier Member for 6 years and a Committee Member for 5 years and Vice President for the past year, I look forward to implementing new initiatives to give FNPHN an exposure throughout the whole of the North Queensland hospitality industry and with the support of committee members, develop strategies to guide Room Attendants and Supervisors to a solid career in the hospitality industry and not view their position as “just a job” .

We have a strong committee made up of Rae Read ( Vice President and Executive Housekeeper for Cairns Colonial Club, Jean Lapthorne (Secretary and Executive Housekeeper for Sebel Cairns) Yvonne Sourimant (Treasurer and Assistant Executive Housekeeper for Sebel Cairns),Pat Wilson, Committee Member/ Supplier Member from Chef Link Cairns, Mary Roach, Executive Housekeeper for Rydges Tradewinds Cairns and Vlasta Eriksson , Committee Member/ Supplier Member from Signature Staff Cairns.

A formidable team!

This year we will have guest speakers from the TTNQ tourism body, Cairns Port Authority Airport Management, Cairns Chamber of Commerce, General Managers from Cairns major hotels to give their views on where they feel Cairns tourism is heading and what the future might hold in relation to tourist visitation and also supplier members showcasing their products to the industry.

As our Membership is now open to Room Attendants, Supervisors and Friends of FNPHN, much effort will be directed in building membership not only in Cairns but also in regional hospitality facilities. It is envisaged that FNPHN will hold a Breakfast function at least twice a year in these regional areas and of course encourage the regional members to attend major functions held in Cairns.

Our new committee look forward to a successful and rewarding year. More to come as the year rolls on. n

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By MIKE TaYLOR, President

PHANNews

C

urrently we have 75 active members of PHAN. Unfortunately, Kamila Smirski (Shangri-la Hotel) has resigned from the PHAN committee. For now she will not be replaced as Committee is to be reelected April 2011.

Below are some of the terrific events and tours we have had over the last few months:

PHAN tour of sister hotels on 11/8 Attended by 23 attendees, the tour included Sydney Hilton, The Amora and St Marys Cathedral.

Hilton were very generous with afternoon tea of pink cupcakes and their time.

We then spilt the group to visit both the Amora Hotel and St Marys Cathedral because of time issues. Both these properties were very interesting and the group gained great insights into different types of operations. All properties were exceptionally hospitable and very interesting tours were enjoyed by all.

At the end of the day, some went on to Raquels restaurant which was a big hit, an excellent choice for the dinner afterwards!

Pink cupcakes at the Hilton

the industry; Employer and Employee responsibilities; Dictionary of suitable duties for those on a return to work plan and Hazard prevention.

This was an extremely valuable event. Vicki was passionate and knowledgeable as she had first hand knowledge of housekeeping issues and actual examples and tips for improvement in OH&S outcomes. Posters of stretching exercises for Room Attendants were distributed to attendees. n

We have some current events organised as this issue of The Executive Housekeeper goes to press. More about these next time:

Wellness Workshop Checking a tub at Hilton

Workcover Workshop – Wednesday 8th September from 2pm- 5pm at the Menzies

Monday 15th November. An intro session of yoga and mediation.

Ziva Corporate – Pink Breakfast in support of Breast Cancer 22nd November in conjunction with Ziva Corporate.

Vicki Shale from Konnekt conducted the workshop. 25 attended and the topics of the workshop included: Types of injuries within

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PEHNNews The Professional Executive Housekeeper’s Network (PEHN) Annual General Meeting

H

eld at the brand new 658 room Crown Metropol Hotel, catered by Gordon Ramsay’s Maze restaurant.

The AGM was followed by a tour of the hotel.

Our new committee is looking forward to 2011 and organising some new and exciting events.

President

Marian Stratford (Crown Metropol)

Vice President

Deb DeSmet (Triangle Z)

Treasurer

Christina Pak (BlueStone Personnel

Secretary

Rashmi Tulsiani (AHS)

Commiittee

Grary Grant (Cleantec), Karen Bingham (Crown Towers) Lynabel Carreon (Clarion Suites Gateway) Jocelyn Ng (Metwood) Val Harding (International Interior Images)

The new committee Front Row: Lynabel Carreon, Rashmi Tulsiani, Marian Stratford Back Row: Val Harding, Deb De Smet, Christina Pak, Gary Grant, Karen Bingham, Jocelyn Ng

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SEQPHANews Trade Show

Libby Sharp, President.

H

ello from the Sunshine State! We have had more rain than sunshine lately, but one good thing is that all the dams are full.

In September, we had a wonderful breakfast at the Currumbin Wildlife Sanctuary. We had a great attendance and the plated breakfast was delightful, the Lorikeets were beautiful and just listening to the sounds of the wildlife made it a very special breakfast.

As you are aware, we have adopted “Tallow� - a beautiful female Koala. Well, Tallow has just become a mother! The baby is still in the pouch, so at the moment we do not know if it is a girl or boy. The association is excited about the news, so again we will be adopting the new baby as our own and with our fundraising we now will have two Koalas, supported by SEQPHA. We visited Tallow who was in the Maternity section when we had our Breakfast, so cute to see the maternity section, well it really is a fenced area with beautiful Gum Trees and all these cute bears in them waiting to give birth.

At the end of September we had our Trade Show at the Hyatt Regency Sanctuary Cove.

What a wonderful success this was. Forty suppliers exhibited. We all had a wonderful day followed by a cocktail party in the evening.

Again we raised money for our charities, the prizes were fantastic and I cannot thank the Suppliers enough for their support and prizes they donated to the association.

Getting this organised was not an easy job, but again our wonderful Secretary Melissa Bent came to the party and did an excellent job with all the organising as she always does with our events. We love her to pieces.

And speaking of love, Melissa came back from Melbourne with a beautiful diamond ring on her finger last month. Now she is organising her wedding which is on the 5th January at the Hyatt Regency Sanctuary Cove. So congratulation to Mel and John.

Our next function is at the end of November with a Christmas breakfast and fashion parade at the Sofitel Broadbeach and followed in December by our Christmas Party that Marie Brereton sponsors every year, a wonderful lady and proud supporter of all our Associations.

Christmas is fast approaching so to all the Executive Housekeepers and Suppliers who support all our associations a very Merry Christmas and a very safe and happy new year. n

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Trade Show

OverseasNews International Housekeeping Week 2010 6th – 10th September Another year… another reason to celebrate…

A

t the Venetian Macau Resort Hotel, the theme for the International Housekeeping Week this year is “We are proud of who we are”.

Ribbon Cutting Ceremony

For the opening ceremony, we had a performance by some talented team members in the Housekeeping Department who put up a song and dance followed by the ribbon cutting ceremony by the Vice President of Hotel Operations, Mr. Mark McWhinnie and Paiza Executive Manager, Charles Ratnasingam to launch the week long celebration. Immediately after the launch all the invited guests and Housekeeping team members were invited to tour the famous

Housekeeping Corridor Hall of Fame

Housekeeping Hall of Fame corridor to view the memorable moments captured on picture of the team in action throughout the year.

Some of the activities carried out during the week long celebration were lucky draws with attractive prices ranging from free suite stays, F&B vouchers worth MOP $500, hand phones and electrical goods.

There were also games that the team members participated in such as Tug of War, Watermelon eating competition. Pass the Ping Pong Ball and etc. Team Members were also treated to cookies on Cookies Day. On the final day of the celebration, we had the Housekeeping mini float parade which was copied from the Pasadena Rose Bowl Float Parade. In this judged event with the theme of “Let’s Recycle”, participating teams from all sections in Housekeeping Department used all their skills, creativity and resources to design and decorate their magnificent floats using recycle items only. The floats were paraded in front of a group of judges who voted for the best top 5 floats. The winners were then presented with trophies and certificates of participation. n

IEHA Professional Education Credentialing Program (PECP) Now Available Online

T

he International Executive Housekeepers Association’s (IEHA’s) Professional Education Credentialing Program (PECP) is now available online in unabridged form for IEHA members and non-members seeking to obtain their Certified Executive Housekeeper (CEH) or Registered Executive Housekeeper (REH) designation.

“This exhaustive compendium of professional housekeeping information, a virtual encyclopedia of management and technical expertise, is now available 24/7 for members and non-members from any Web browser,” says Beth Risinger, IEHA CEO and Executive Director.

“We believe the instant access this provides professionals seeking certification and advanced education will help them to succeed in a very competitive environment,” says Sarah Larsen, IEHA Deputy Director. “It’s all there, available by topic, and searchable, enabling professionals to complete some 330 hours of study at their own pace — or take refresher courses — whenever and wherever they have Internet access.”

The online Managing for Effect (MFE) Series included in the PECP consists of five modules (CEU hours in parentheses): Module I: Module II: Module III: Module IV: Module V:

Management Philosophy & Style (30 Hours) Communication (30 hours) Planning & Organizing (30 Hours) Staffing & Staff Development (30 Hours) Continuous Improvement (30 Hours)

The online Technical and Administration (TA) Series included in the PECP contains eleven (11) modules (CEU hours in parentheses): Module 1 - Housekeeping (15 Hours) Module 2 - Work Controls (15 Hours) Module 3 - Pest Control (15 Hours) Module 4 - Chemical Controls (15 Hours) Module 5 - Waste Management (15 Hours) Module 6 - Purchasing (15 Hours) Module 7 - Accounting and Budgets (30 Hours) Module 8 - Microbiology (15 Hours) Module 9 - Safety and Security (15 Hours) Module 10 - Interiors (15 Hours) Module 11 - Laundry and Linen (15 Hours) Review materials and module exams are also online where professionals can test their knowledge and prepare for the final proctored exam (offline).

“Our internal surveys have shown that IEHA education increases job skills, confidence, and earnings, while yielding a 100 to 1000 percent or

greater return on investment for the majority of our members,” says Larsen. “By placing our curriculum and other tools online, we hope to enable professionals in the cleaning industry to reach their goals in the most efficient and cost-effective way possible.”

The online version of the full PECP series, which includes both the Managing for Effect and the Technical Administrative series, is available for $700 for members and $900 for non-members (which includes a one-year membership to IEHA.) A full list of the IEHA member and non-member pricing structure can be found by visiting IEHA’s online store at http://www.ieha.org/store.php. n

A DV E R TO R I A L

When there’s room for improvement...

J

ani-King Commercial Cleaning didn’t become “The world’s #1 Commercial Cleaning Franchise” by cutting corners.The franchise has a reputation for delivering the best in commercial cleaning and, in fact, exceeding expectations on every front.

That’s exactly what numerous hotels and motels have discovered since engaging Jani-King Australia’s services, and which has resulted in some very happy Executive Housekeepers.

Apart from the cost efficiencies and dependability of the Jani-King Franchise owner/operator model, Jani-King’s flexibility means you can select the areas you want cleaned whether it’s the public areas, the guest rooms, restaurants and kitchens, or the entire premises. It’s this flexibility, and personal pride taken in the work performed

by Jani-King’s Franchisees, that has resulted in Jani-King being selected to clean a variety of three, four and five star motels and hotels that includes the Crown Plaza Hotel Gold Tower at Surfers Paradise, the Hilton Hotel Brisbane, the Hilton Melbourne Airport Hotel and others too numerous to mention.

Engaging Jani-King Commercial Cleaning to assist with your cleaning starts quite simply by contacting your local Jani-King Regional Office. Someone will then arrange to meet you on site, discuss the cleaning needs you have, inspect your establishment and then provide a highly detailed service maintenance agreement and written quote.

When there’s room for improvement at your motel, hotel, club, pub or other venue, you can rely on Jani-King Commercial Cleaning to get the job done. n

Responsible Design

For the Commercial Accommodation Industry

By AMANDA BEAZLEY

What Constitutes a Responsible Design?

1. Within budget 2. Does not overcapitalise 3. Caters to target market 4. Relates to property atmosphere, history, location and star rating 5. Is cohesive 6. Is innovative without alienating 7. Offers flexibility to update in the future 8. Has longevity and will not date quickly 9. Is practical 10. Maximises profit and reduces expenses

Within budget Budget planning is crucial. It is important to be realistic in your expectations and maximise your budget, but don’t sacrifice quality for the sake of a few dollars as it will likely cost you more in the long run.

The Fitout and refurbishment company you select should be able to give you not only the budget for your work but also an indication of the colour palette and products they have specified. That way you can be sure the products are the correct selection for your property, are commercial and are within the correct budget bracket.

Does not overcapitalise When putting a budget together, keep in mind the target market you are aiming at and your star-rating goal, it is important to think

of the property as your investment and not your home.

There is a level of finish that is applicable to your property and your place in the market.

Unless your budget is unlimited, and when ever is that the case? Select products that are suitable to your level of property. There is no need to use top end tap ware and tiles in a bathroom for example if it will not give you additional return on your investment.

Investment dollars need to be well justified and through research you will receive the return you expect, via smart marketing and sensible room rates.

Bottom line is don’t refurbish your rooms at a 5 star level when you will only achieve 3 star room rates or if your market and aim is for a 3 star property. The investment will never pay off and you will be left short for ongoing maintenance.

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Responsible Design For the Commercial Accommodation Industry Likewise it is equally if not more important to not under specify the products you use in your property. Even a 3 star property should have Commercial grade, solid and well selected products that work efficiently, look good and appeal to the guest. If you are a 5 star property then a very high level of product is required and expected, don’t underestimate the guest’s knowledge of what the room ‘should look like’, and the additional fine touches that make the difference.

Caters to target market Your design should be developed for your target market and guest demographic. If your main market is families then you will need to choose fabrics and colours that are more forgiving and will help to hide marks and stains, fabrics that are easy to clean and care for. Similarly if your main market is the corporate clientele, then you should focus on comfort and can afford to be more selective and specific in the design, perhaps more neutral or modern. Likewise the room layout should reflect this market. Corporate travellers do not want to see 2 or 3 beds in their “Executive rooms”. They want to see a large bed, large desk space and comfortable seating. Don’t cater for three weeks at Christmas, cater for your usual and most common guest.

Relates to property’s atmosphere, history, location and star rating This is fairly straightforward, if a property is Heritage listed for example; the products and finishes will need to reflect this. Ultra modern design in this situation would not be appropriate, in the same way that you wouldn’t have a Heritage design in a modern building. The history and location of the property need to be taken into consideration in the same regard. The climate and surroundings should also be considered. A property in a cold climate should have warm, comforting colours and textures. Obviously the location of the actual property should be considered, beach, bush etc, the design needs to be sympathetic and have synergy with the surroundings.

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Is cohesive For a refurbishment to be truly successful the overall design must be cohesive, that is, all products, finishes and colours should look like they were thought of as a whole, like they belong together and weren’t randomly thrown in the room. This often happens when a Refurbishment has taken place over time, piecemeal, without a plan from the beginning.

The way to achieve this is to have a colour concept prepared prior to any works taking place. An experienced professional should use purpose built products and will recommend colours and finishes to suit your property, and work well together.

Is innovative without alienating Its a great option to have a designer twist in your rooms, a splash of colour or a touch that makes your rooms stand out from the rest, however, too much of this can alienate certain guests so you need to decide if you are going to go out on a limb for the sake of a design that may be controversial, or play it safe. For example a corporate guest that has travelled and worked all day just wants a place to relax and wind down. A bright red feature wall, for example is not going to help him achieve this, this may be the same case with elderly guests.

Other younger guests may think it’s funky.

Safest way to approach this is to stay true to the theme and overall design of your property.

Offers flexibility to update in the future When a design is too specific it means that the room décor may be restrictive to upgrade, until the time to do a full refurbishment comes around. However, if the specific “designer colours” for example are kept to a few key pieces such as cushions, a rug, prints, bed valances or a sofa, then the entire colour scheme can be revamped with a soft refurbishment, recreating your rooms and offering something different to your regular guests without it costing a full refurb.

As a rule of thumb larger, longer lasting or expensive items, such as wall paint, carpet and curtains, should be kept to neutral colours.

Has longevity and will not date quickly This can mainly be a problem when certain elements of the rooms are retained and a design needs to be created around it. A good example of this is when the carpet or curtains are to be kept but all other elements are being changed, it is sometimes hard to think outside the square and many property owners fall back on old habits and stick to the same colour scheme. A large amount of money is spent in refurbishing rooms but they end up looking the same as before, in this instances, especially when your budget is tight, it is advisable to contact a professional for advise. Creating a new room with existing elements is one of the trickiest things to do successfully. On the other end of the scale if you are creating a new room from scratch, longevity of the design must also be considered.You don’t want to be re-designing and upgrading again in 3-5 years because the “colour palette” selected was the fashion and has long since been discarded. Follow the

influencing factors such as climate, location and guest rather than ‘trends’.

Is practical Products and finishes that are specific to the domestic market do not have a place in a Commercial Property.Typical examples of these are the use of mirror bedside tables white, light coloured or delicate fabrics such as silks and impractical light fittings that are not good for cleaning or energy saving and most of all will not last in a commercial setting.

Each product must be selected for it’s ability to withstand the Hospitality Industry including miss-use, vigorous cleaning, disguising marks and being practical. Unless you are a boutique property wiling to spend a substantial amount on maintenance, upkeep and replacements; practicality is the key for design. This certainly does not mean boring typical and mundane.

A good designer will successfully fulfil all of these criteria and have a result that is stunning and specific to your property.

Maximises profit and reduces expenses Overall a Responsible Design will ensure that all of the above points are taken into consideration and are efficiently actioned into a successful refurbishment.

After all the whole point of going through the process is to increase the value of the property and the rooms, maintain and increase standards, stay ahead of your competition and ensure client satisfaction.

A happy guest is a return guest with good comments to pass on. n

Written by Designer, Amanda Beazley – John Bezley & Co For assistance with your next refurbishment contact John Beazley & Co, Commercial Fitout Specialists for a free consultation and quote.

The Truth About Sick Pillows Exposed – At Last

By TONY BLANCH

If your guests aren’t loving the pillows they sleep on, chances are their overnight stay at your property could be an unfortunate nightmare.

S

o many properties with varying star ratings seem to provide pillows that easily fail the all important comfort test. And it seems to be the old “fair enough is good enough” attitude that is the real hub of the problem.

Providing well below average or “sick” pillows to guests who need a great nights rest is not a smart way to make guests happy or preferably even delighted.

So what are the most common and notorious problems with “sick” or below average pillows? Here are some of the really obvious ones that your guests will easily identify with :

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1.

flat and uninviting pillows

2.

lumpy, tired pillows

3.

stained and soiled pillows

4.

dank pillows

5.

under filled pillows

6.

smelly or musky pillows

7.

prickly feather pillows

8.

germ ridden pillows

Thousands of guest beds nationwide suffer some or most likely all of the above “sick” list in pillows. And like anything that is sick, it needs to be corrected.... and pronto. Failure to do so will result in many dissatisfied guests and a black mark against your property.

Attention to detail to the comfort of a guest does not happen by accident. It requires , like all astute business decisions, proper research and a passionate attitude to ensuring the guest is as pampered and delighted as best possible. A delighted guest, corporate or otherwise, will bring to your property vital repeat business, positive word of mouth and a far greater sense of pride to you the owner / manager. It is such a competitive market, that these “little” things will mean very important and big results. Like making the guest feel great after a wonderful nights sleep.

So why are there so many “sick” pillows on so many beds ? The answer is simpler than you may think. Much has to do with why a pillow is virtually “sick” from the very moment it is comes off a mass production line. Here are some of the insider tricks you may not be aware of . Using the cheapest poly fills for example will certainly create a pillow disaster.

These sub standard fillings will compress quickly and cannot be lofted again. Once flat, that’s that. The moment these pillow types are being used they are losing their loft. The same types of these poly fills can become lumpy and hard. And typically, they don’t launder well, many getting trashed. Another “trick” is to deliberately under fill pillows with the sole

intent to make them dirt cheap for you to purchase. Sounds good so far. A really cheap , bargain basement priced pillow. But what if that very same “cheap” pillow was a beast for a guest to sleep on. Loses its shape and support quickly.. Has no redeeming features whatsoever. Is overdue to be replaced in next to no time. And it’s your money down the drain too. It’s costing your business dearly because your guest is coming in direct contact with this “sick” pillow and you have paid for this “privilege.” And so this hopeless cycle goes on and on and on . This vicious cycle needs to be smashed once and for all.

But wait, there’s more.You may perhaps think feather pillows are the answer. But if this was the case, why have feather pillow sales been in devastating free fall decline at retail shops for the past 10 years or so. It’s very simply because people hate the feel of a prickly feather in their cheek or ear when “resting”.

We also know as fact that feathers have a peculiar, unpleasant odour and are more likely to harbour dust mites and allergens. They don’t launder at all well either. Now that’s a “yukky” cocktail to avoid at all costs. Feather pillows are from the dark ages and certainly have no benefits for your guests. Not to mention the poor birds that have been so poorly treated in the whole messy process.

Sounds all doom and gloom doesn’t it ? And it so easily can be. Except for the fact that there are a few outstanding, comfy pillows out there from reputable, passionate businesses who genuinely care as to how a guest sleeps and feels in the morning. They are experts in their field and have designed a top quality pillow to be an asset for a property and a

delight to sleep on. Now take careful note of the following. Even highlight the next few sentences. Authentic or legitimate first class pillows will have all of the following key benefits : generously filled to be comfy and supportive with only high performance premium fibres , have a proven track record of guest satisfaction over a number of years with a number of first class properties, have taken the time to thoroughly test their pillows to retain quality for at least 3 or more years guaranteed, will not go flat or lumpy , have been machine wash/ tumble dry tested , are odourless and hygienic and use superior casing fabrics and have been expertly sewn and finished. Here is a vital tip to assist you.

Always ask your pillow supplier as to what guarantees are offered on their pillows and what tests have been undertaken for their pillows to perform. And importantly what the guaranteed filling weight is in grams. It is a fact that there is up to a staggering 40% variation in filling weight between authentic premium quality pillows and the “sick” cheap types . Don’t fall for this trap or you will be wasting your money unnecessarily. Any pillow with 600g or less is risky based on my observations over many years. Ideally, a pillow of 900 to 1,000grams of premium filling will offer superior comfort and support Take your time to research some pillow options and ask these key questions just mentioned.

Only purchase your all important pillows once you feel confident to do so. If in any doubt, go through the checklist again.

The simple, humble pillow. Get it right, and your guests will most likely be truly delighted and contented with their stay. Continue on

with those “sick” pillows from hell, and your guests may never been seen again. Remove that risk out of your business once and for all and it’s blue skies and happy days for all to enjoy.

It might now just be the perfect time to take a very close and honest look at the pillows awaiting your guests at your property . Be brutally frank with your findings. Do your pillows fall more likely in the “sick?” list mentioned above ? If so, start your campaign to rid these pillows from your rooms forever and replace with authentic, quality pillows. It really will be one of the very best decisions you have ever made to content your guests while they enjoy their sleep.....zzzzz n

Tony Blanch has 30 years expertise in textiles and premium bedding design.

Email: wayahed@tpg.com.au

Thinking Management

In the video “Winners Make It Happen, Losers Let It Happen” Dennis Waitely uses the Great Barrier Reef as an example of the benefits of being challenged. He says that the coral on the ocean side of the reef thrive because of the constant stimulation from the open seas, whereas the coral on the calm side dies because there is no movement, and hence no stimulation of whatever the coral needs to survive.

By DEAN MINETT

I guess that the ocean-side coral would need to be reasonably strong in the first place otherwise it would break off in the roll of the water. Carrying this over to our situation, this would indicate that we need to be reasonably centred ourselves to take challenges.

Allowing ourselves to be challenged A powerful idea communicates some of its strength to him who challenges it.

Marcel Proust (1871–1922), French novelist.

I

have a good friendship with someone who, in many ways is vastly different to me. He is about 15 years older, collects masters’ degrees, convinced there is no Godonly positive energy, and is known by some to be fairly arrogant.(OK, we may also have some similarities!) Yet, we get along really well.

When we catch up, we invariably get caught up in deep and meaningful discussions on how to change the world, and why my way is better than his etc, as well as discussing the hospitality industry in depth. Even though we occasionally get fairly heated, when we part I think we both feel better for having stretched our minds. (Even though he is clearly wrong!)

People that challenge us can have one of two possible effects – we can either be stimulated by them and move onto bigger and better ideas through that interaction, or we can be stifled by them, because we perceive them to be threatening and an obstacle to us achieving our objectives.

Now it’s fair to say that my friend and I have a better chance of being stimulated rather than stifled, because we don’t necessarily have to work together and can therefore move off and concentrate on other things. Managing these interactions when there is a direct

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working relationship is a far trickier affair, because as managers, we need to decide whether these folk are a help or a hindrance.

The deciding factors in these relationships may be internal or external – either way they require patience and commitment to be managed successfully. We may cope differently at various stages in our management development, and what we may cope with today, may be a distraction tomorrow and vice versa. Like teaching a problem child in the classroom, we need to decide if the person challenging us is just a pain in the backside, or if they are actually quite positive but don’t know how to express it or we don’t know how to take it. (I must admit, I take the view that if my staff and I always agree then some of us aren’t necessary!)

On the other hand, the absence of challenge can also be dangerous in that we run the risk of becoming complacent.

In the fairytale about the Emperor’s new clothes, the emperor made a fool of himself, all because no-one was prepared to challenge him or tell him what they really thought. He was surrounded by sycophants (yes-men) who agreed that whatever he said was great, therefore he was allowed to be sucked in by a couple of confidence tricksters.

Surrounding oneself with such people works for limited times when we have to achieve a definite goal in a short space of time and we can’t afford any deviation, however we can come unstuck when we are unsure ourselves, but don’t like to show it. (I’ve always believed that it is better to ask questions and appear foolish, than take action without questions and prove it!)

I remember when attending a hospitality college aeons ago, one of the lecturers talking about advanced communication techniques.

Following her explanation, she asked the class to discuss this and its implications for the class itself, explaining that any of our ideas would be valid, and not to feel awkward.

One of my peers stood up and said that he thought she herself had not demonstrated these techniques and in fact had made the class feel intimidated through past classes with her particular approach. Well, she flew off the handle and demanded to know who else felt this way. When no-one else dared put up their hand, she told this chap that he was an obvious disruption to the class and banned him from attending further sessions! Do you think anyone else ever spoke up?

Allowing ourselves to be challenged then takes quite a deal of maturity, as we are opening ourselves up for criticism. If we look at the issues rather than the personalities however and don’t take it to heart, we may be amazed at the creative possibilities it unleashes. 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.

Email dean.minett@the-ascott.com. © Dean Minett 1998–2010 This article was first published in Hospitality magazine.

Why Cleanliness is Important to Your Market Share of This Multi-Million Dollar Industry

T

he hospitality industry is a competitive one as most hotel and motel managers would agree. It is a multi billion dollar world-wide industry that mostly depends on the availability of leisure time and disposable income. The accommodation segment of this billion dollar industry of which Australia has a slice of is made up of many players ranging from hotels, motels, inns, to destination spas, floatels and hostels.

The competition for the discretionary tourism dollar, international or domestic, is fierce and especially more so during the recent and some might even say current economic times. In the June quarter 2010, accommodation takings in Australia were $1,912.5 million for hotels, motels and serviced apartments with 5 or more rooms, of which the average length of stay was 2.2 days1.

It is a portion of this multi-million dollar industry that hotel and motel managers want to increase their market share of. For some managers this goal is paramount for the long term viability of their establishment. In the June quarter 2010 the trend estimate room occupancy rate was 63.7% for hotels, motels and serviced apartments with 15 or more rooms in Australia1. This means the vacancy rate for some establishments was up to 36.3%!

The hospitality industry in Australia is fortunate most Australians do have a holiday habit. However they have become savvy with their discretionary dollar while choosing the right accommodation when planning for a “perfect” holiday.

Most guests are familiar with the classification of accommodation into ‘Star’ categories (1-Star to 5-Star). However guests also make their decisions on which accommodation they finally choose by comparing the different levels of amenities, range of facilities, quality of service offered and importantly cleanliness. An accommodation which delivers a holiday to remember remains paramount.

Guests like their rooms to be have a high standard of cleanliness and to smell fresh. This expectation of cleanliness is carried through to the main areas of the establishment such as the foyer or lobby, restaurant, public areas, lifts, toilets, car parks and grounds. This expectation is heightened the longer the stay.

Different establishments employ different methods of maintaining the cleanliness of their facilities. These methods range from a simple mop and bucket to the increasingly common place commercial cleaning machinery specially designed to do the task better and quicker with a visible return on investment over the medium to longer term. Examples of commercial cleaning machinery commonly used in hotels and motels can be divided into the following areas: Foyer / Lobby Cleanfix Floormac Single Disc Machine – for maintenance cleaning of parquet, stone floors and linoleum. Pad available for carpet cleaning.

Rooms Cleanfix S10 PLUS Dry Vacuum – for powerful cleaning of carpets and upholstery. Drapery brush available.

Restaurants Cleanfix TW411 or TW412 Spray Extractor – for professional cleaning of textile surfaces such as carpets or upholstery. Adaptor available for stone or hard floors.

Public Areas and Hotel Malls Cleanfix RA431 Scrubber – for optimum cleaning results for high traffic areas for a variety of hard floors.

In 2007-08 the tourism industry share of Australia’s gross domestic product was 4% and the industry employed 497,800 people within this period. Furthermore international visitors consumed over $23 billion worth of goods and services produced by the Australian economy2.

The hospitality industry is a high profile industry with opportunities available for experienced management to ensure fair returns for all stakeholders especially owners, where delivering a value for money holiday to remember, remains paramount. Of this, maintaining a high level of cleanliness plays a large undeniable part in new and return patronage, thus assisting in maintaining and increasing market share in a very and increasingly competitive industry.

1 Australian Bureau of Statistics. 8635.0 - Tourist Accommodation, Australia, Jun 2010 2 Australian Bureau of Statistics. 1301.0 - Year Book Australia, 2009–10

Article supplied by PowerSweep Pty Ltd. The Cleanfix machinery featured are represented in the adjacent advertisement and can be ordered through PowerSweep, the exclusive importer of the Cleanfix range in Australia.

For more information call 1300 88 1000 or visit www.powersweep.com.au

Where is hotel technology currently headed?

By TED HORNER

This article was recently published in

as Myspace , Facebook and You Tube directly from the TV

The Hotel Engineer, and we thought it would be of interest to Executive Housekeepers wanting to keep up-todate with the technology that will be appearing in rooms in the near future.

I

n early January I had the opportunity to travel to Las Vegas to attend for the first time the largest consumer electronics show in the world CES and for an insight in where consumer technology is headed this is certainly the event to attend From my visit to CES I gleaned the following: 1.

The emergence of 3D TV‘s with all major TV suppliers rolling out new 3D TV’s. The quality of 3D as a superior entertainment experience as evidenced by the huge success of Avatar in 3D has re-enforced this trend

2.

The emergence of LED TV with very thin panels plus also the release of the small 15” OLED screens has certainly raised the bar compared to the traditional LCD screens that many consumers and hoteliers alike have invested in to date

3.

The use of Skype on TV with 2 major vendors featuring in built Skype on their TV’s as part of their TV offering.

4.

The rise and rise of IPTV as a major alternative to traditional co-axial based systems that allow guests to access the internet directly from their TV and furthermore to access sites such

5.

Tablet computing as an alternative to the traditional laptop with Apple releasing their new product following the success of Amazons’ Kindle.

What this all means to hotels who are refurbishing their guestrooms is too early to say but in order to understand and plan for the future we must take our lead from where consumer technology is headed and plan accordingly.

The other major highlight of the trip was to stay at the new 4,022 room MGM Mirage Aria Hotel which is part of the $12billion City Centre project on the Las Vegas strip [www.arialasvegas.com] .

This new property opened on 16th December and features amazing new in

room guest room technology which provides guests with the with the opportunity via a single remote and on-screen view to use the TV to set the systems in their rooms to their personal preferences, including lighting levels, room temperature, television/video systems, music, blinds and guest services.

As part of the system, an automated “welcome experience” activates when guests open the door to their rooms. The lights gradually come on and the blinds open, the TV turns on to display a list of automated controls.

After a guest has checked out, a room can quickly be put in “unoccupied” mode, which shuts off the lights, heating or cooling, entertainment systems, and any other electronic device in the room.

Integration with property management systems has also been installed to deliver concierge-type services, as well as automate

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Where is hotel technology currently headed? (continued)

the guestroom, based on check-in/check-out status.

Another example of the power of the system is that is has the capacity to send an alert to the technical systems staff regarding problems in the room, such as low batteries in remotes The great advantage of this system (see screen shot previous page) is that is allows guest to control everything in the room (if they wish) i.e. lighting, curtains, temperature, drapes, TV, music, concierge services and even to check airline arrivals and departures at nearby McCarron airport from their guestroom TV using the remote control device. Guest feedback to date has been very encouraging as the system is very user friendly.

Other major technology trends to watch out for include: Rise and rise of social networking Over the last 12 months we have seen the increasing importance of this social phenomenon and many hotels chains have announced booking applications for the Apple iPhone and now also the Blackberry. Many hotels have now launched Facebook pages to reach new guest segments, and some have even begun to offer special deals and updates on Twitter.

With this continued use of social networks it is imperative for hotels to manage their activity on multiple social media web sites and to monitor their online reputation.

Another example is the deployment of Microsoft’s Surface Table Computing in several hotel lobbies in New York and Atlanta to encourage guests to use them for information purposes either for local attractions or hotel services.

Energy Conservation It is my opinion that with the continued rise in costs for electricity, and water usage greater emphasis needs to be placed in investing in guestroom technology that allows consumption of both to be reduced without it being obvious to the guest.

Greater integration is required between the hotel’s front office systems, the guest door locking system and in room lighting and air conditioning systems so that when a guest checks out or leaves the room for an extended period the lights are either dimmed or turned off automatically and the same applies to lighting and air-conditioning etc. Where hotels have invested in these automated systems a clear return on investment has been demonstrated in a very short time-frame.

Summary It is clear we are witnessing some important new trends and if you intend to refurbish or a building new hotel then these are some of key things that you may need to consider: •

Make sure you seek independent advice on the cabling into guestrooms as many of the new system need a different cabling platform than in the past. Do not rely on vendors alone to provide advise as they have their own interests to serve and the advise may not be 100% independent

•

The TV in the guestroom now has the capability to deliver a wider range of services than previously so make sure you spend time to review all the new systems in the marketplace.

•

Investigate energy management systems that can integrate with your hotel front office system or door locking (or both) so that you take advantage of the savings in consumption they can deliver n

Consumer technology

for electricity, and water

With the increasing number of Apple iPhones sold worldwide we are now seeing many vendors incorporating the apple iPhone as an interactive device for both guests and staff

usage greater emphasis

Examples are as follows:

needs to be placed in

•

investing in guestroom

•

technology that allows

•

It is my opinion that with the continued rise in costs

consumption of both to be reduced without it being obvious to the guest.

• • •

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As a hand-held Point of Sale device Housekeeping software and productivity device Allowing guests to make on line bookings via the iphone Allowing check in/check out, folio review Allowing restaurant reservations and room service bookings SMS texting from guests to staff in hotels and vice versa

Ted Horner ted@hornertech.com.au www.hornertech.com.au

The hidden problem with plastics

By STEVE DUGGAN

Welcome to my first article about the environmental issues that affect all of us working with in the hospitality industry as well as the opportunities and possible solutions that can help us make a positive contribution to the environment, our properties, the industry and the community we share.

I

n this first article I want to talk to you about plastic, a material that was created around 104 years ago and which has made its way into every aspect of our lives. In fact its hard to imagine a day without any contact with plastic - from our household cleaners, food packaging right through to the credit cards and computers and even clothing, we use every day plastics are more useful and versatile than almost anything else in our daily lives.

But unfortunately with even with all this convenience there is a major hidden plastic problem, which is having a major impact on our environment and the planet we share.

This hidden problem is what am going to cover in this article.

So what is plastic and when was it discovered?

The majority of what we know as plastic today is made from one major ingredient: oil.

The same kind of oil that fuels our cars. The first completely synthetic version of plastic was discovered in 1907 and the Rayon, Nylon, acrylic, and other polymers then began to hit the market.

In 1933 plastics revolutionised the world, with the invention of Polyethylene by two chemists working for the Imperial Chemical Industries Research Laboratory. In fact when we think of plastic most of it comes from Polyethylene – some examples are food packaging, shopping bags and drycleaning bags.

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The hidden problem with plastics (continued)

What are the problems of plastic?

Today we live in a consumer throw away environment, we never really take the time or have an interest in what happens to those plastic items we use on a daily basis once they have been tossed into the rubbish bin. Unfortunately plastic is a major issue for all of us and every day this problem grows.

To demonstrate the volume of plastic consumption and in turn the problem here are some amazing figures: •

The number of plastic bags used worldwide each year is estimated to be between 4 to 5 TRILLION.

•

The Amount of oil used annually to produce those plastic bags is estimates to be between: 17,200,000,000 to 21,500,000,000 gallons.

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•

The number of plastic bags used by just the American population each year is 110,000,000,000.

•

The amount of plastic bags recycled in the United States in 2006 was only 2%.

•

The amount of plastic used worldwide every year just to bottle water is estimated to be between 1,500,000 to 2,700,000 tons.

•

2 MILLION plastic beverage bottles are used every 5 minutes in the USA. (Earth911 on-line)

•

Approximately 5 billion amenity bottles are disposed of each year by the top 300 hotel groups.

These are amazing numbers, but with it come a corresponding disturbing set of figures. This is the hidden impact and problem behind plastic. To highlight the problem here are some disturbing facts:

•

It is estimated that 2.4 million pieces of plastic enter the oceans every hour;

•

On a deserted remote Hawaiian beach scientists discovered that among the grains of sand, and to a depth of several feet, were billions of tiny plastic flecks.

See no beach in the world today is free of plastic particles in fact there are beaches today which have more plastic particles and actual sand.

•

The plastic garbage trap in the ocean chokes and kills at least a million seabirds every year and 100,000’s marine mammals.

•

Fragments of plastic collected from the sea around Japan have been found with concentrations of carcinogenic chemicals at levels one million times higher than in the surrounding seawater; and,

•

in some areas of the Pacific ocean there are six times more plastic bits than plankton.

•

That every piece of plastic produced that has not been incinerated is still in existence on this planet today.

See the short-term convenience of using and throwing away our plastic products carries a very inconvenient long-term problem. These plastic items and gadgets we dispose of on a daily basic are rarely recycled. Globally it is estimated that we currently recover only 5% of the plastics we produce through recycling. So l guess you’re now asking yourself what happens to the other 95%?

Well approximately 50% is buried in landfills (where it will take hundreds of years to break down) or incinerated (which results in air pollution). The other 45% remains “unaccounted for”, meaning its litter in our environment and where it ultimately washes out to the sea.

This plastic plague is clogging our waterways and damaging our fragile marine ecosystems, with plastic particles now being found in the marine food chain. See plastic doesn’t biodegrade, it just breaks down to smaller and smaller particles (never completely disappearing) with the aid of sunlight and wave action, and these small particles look like food to the fish and aquatic life that are consuming it. As if that wasn’t bad enough, it could also be killing us, as we consume the chemicals that the fish have taken in by eating the plastic.

So where does all this floating plastic end up?

Our oceans are made up of complex networks of currents that circulate water around the world. This coupled with wind and the earth’s rotation, create what are now called “gyres”. There are 5 major gyres across our oceans, which have been discovered and they are massive slowly rotating whirlpools of rubbish in our oceans in which plastic trash accumulate. The biggest of these Gyres is called ‘The North Pacific Gyre’, and it is huge in size. It currently spans and area roughly twice the size of the United States and is growing day by day.

So what can we do to make a difference?

There are a lot of little things that we can do both at home and at work to make a difference. Every little step we take has a positive influence to our environment. Here are a few suggestions:

1.

Implement a recycling program at home as well as in your property, to separate the plastics from other waste.

2.

Replace any plastic drinking cups with glass

3.

Use plastic items that contain Eco Pure® , an organic based additive that allows plastic to biodegrade in landfill conditions.

4.

If you work or live near a waterway or beach, join a local organization that is dedicated to cleaning up the local environment or rubbish especially plastics.

5.

If you see a piece of plastic litter on the ground, pick it up and put it into a covered bin.

Remember even by picking up that piece of litter you are having a positive impact on the environment. n

If you have any questions you would like to ask or comments to make about this article please email me at steve@conceptamenites.com

New and improved Bed Bug Barrier takes America by storm

By MAX AGNEW

A

ward-winning inventor Tony Abrahams has just returned home from America after launching his new scientifically tested Diatomaceous Earth ready Bed Bug Barriers and Bed Bug Barrier Tape at the world’s largest bed bug Summit in Chicago, Illinois where his new products generated enormous interest and worldwide sales.

the product from a mere barrier to, a monitoring system and a killing machine in the USA. This is why it has created such a buzz at the summit and why hoteliers are so interested in the new products.

“I was finally giving hotels, hospitals, schools and homeowners exactly what they wanted, a low cost, discreet bed bug killing system on every bed that works 24/7 and lasts for years with little or no maintenance.

Tony explains his new products:

“Unfortunately in Australia DE (Diatomaceous Earth) is not registered for bed bug control but it is registered in the USA, UK and Europe.

“My newest invention is the Bed Bug Barrier Tape. It’s a super smooth tape that bed bugs cannot walk across.

“It can virtually be used on any size bed leg in the world, including head boards and skirting boards, and will benefit all hotels.

“This solved my biggest problem since inventing the bed bug barrier as hotel owners were saying that bed bugs were climbing on beds via the wall. That’s why I invented the bed bug barrier tape as it can be placed anywhere to prevent bed bug access” he said

“I have a current submission to register Diatomaceous Earth for bed bug control in Australia with the Australian Pesticides & Veterinary Medicines Authority, but unfortunately this is not a quick process”.

This cannot guarantee the registration as this is totally up to the APVMA to decide.

However some comparisons between Diatomaceous Earth and chemicals are:

The new scientifically tested Diatomaceous Earth ready Bed Bug Barrier has taken Diatomaceous Earth

Chemicals

Safe & non toxic

YES

NO

Lasts for years

YES

NO

Can be done in-house

YES

NO

Low cost

YES

NO

100% effective

YES

NO

One application

YES

NO

Spreads bed bugs

NO

YES

Need to be a pest controller

NO

YES

Odour

NO

YES

Its headlines like this that Tony is trying to stop in Australia but if nothing is done then it is only a matter of time!

As bedbugs creep out NYC, tourists crawl away NEW YORK – New York City’s bedbugs have climbed out of bed and marched into landmarks like the Empire State Building, Bloomingdale’s and Lincoln Center, causing fresh anxiety among some tourists who are canceling Big Apple vacations planned for the height of the holiday season.

Some travelers who had arranged trips to New York say they are creeped out about staying in hotels and visiting attractions as new reports of bedbugs seem to pop up every few days But those reports, along with bedbug discoveries in movie theaters, hotels and clothing chain stores, are causing skittish travelers to call off trips planned months ago.

Industry professionals — who have privately told city officials that they are nervous about bedbugs hurting New York’s reputation — say publicly that they are not aware of any bedbugrelated cancellations.

But several would-be tourists tracked down by Associated Press say they are aborting their trips here because they fear the pests.

For more information about the Bed Bug Barrier, visit www.bedbugbarrier.com.au or email tony@bedbugbarrier.com.au

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What makes a good hotel stand out from the crowd?

By JOHN WoLLINGTON and Kerryn Rizza

W

hen guests arrive at reception and are greeted at the front desk, are they offered any of the following choices?

“Welcome Sir/Madam etc, thank you for choosing to stay at the Hotel XYZ. I notice that you have booked a Standard room, would you like us to upgrade you to a Deluxe room where the bed linen is fresh but the toweling has been previously used... or to an Executive suite where both the bed linen and toweling is fresh? You are of course most welcome to stay as booked into the Standard room as long as you are aware that both the bed and bathroom linen has not been changed from the previous guest.”

We all are aware of the outcome, no matter what “rating” the Hotel prides itself on, all bed and bathroom linen should be clean for all new guests arriving. The only acceptable level of variation may be in the quality of the linen itself.

The only variable is the individual hotels “room change” policy, i.e.

“All linen every day, toweling every day but bed linen every other day”. Is there a turn-down service provided during which used toweling is replaced? Pool towels number and colour, Spa towels etc. Number of covers where table linen is used in the restaurant and so on.

Hotels spend millions of dollars in refurbishing properties. Changing colour schemes, lighting, carpets, adding, glass, sandstone or water features, through to updating lifts.

All this takes place to give the Hotel the “wow factor”. The guest takes this in, however in the coming weeks will they be able to remember any of the colours or features? Not often. But give a guest a sheet with a hole in it, a pillowcase with the previous guests hair and face products or a towel that has been over dried and is harsh on their skin and they will remember this long after the main features have faded from memory.

In the Sun-Herald, Sunday October 24th 2010 in the Travel section, there was an interview with Ivana Trump.

Under the heading, “Which is the worst hotel you’ve stayed in?”, the response given was: “Frankly I stay only at five star hotels, so that would be very difficult for me to answer to find something bad to say.

One thing for sure, it’s all about cleanliness for me. Amenities are nice but superb linens, towels and room settings are crucial”.

The quality of bed linen can vary from 50% Cotton-50% Polyester to 100% Egyptian cotton (made in Egypt) through to any number of variations using fibres such a bamboo and silk.

Often it is not so much the amount of cotton but the quality of the product used, some 50-50 cotton/poly blended products are preferred over 100% cotton lines.

So how do some hotels manage to not get it quite right? >

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Often decisions on the quality of linen and who is going to process this linen is made by people with no understanding of the processes involved or any understanding of the differences of the fibre quality and content or the processes required to handle the linen.

With a hotel, like any business, the cost of running the hotel is always a consideration, so options have to be considered.

Offering the various linen room types as mentioned is probably not an option, so then what? There is no one answer but the following are among those considered:•

If the hotel operates its own inhouse laundry, close the laundry and outsource the linen as running a laundry is not the hotel’s core business.

•

Keep the laundry service In-House but keep the linen longer to reduce replacement costs.

•

Cut back on the amount or quality of chemicals used.

•

Reduce the quality of the linen used.

•

If already outsourcing, then change to a lower cost service provider.

•

If considering the use of an outside linen service provider, does the hotel insist on retaining its own linen or accept the use of “linen hire” stock linen?

•

If considering the use of an outside provider, does this include the guest laundry and valet as well as staff uniforms?

Any of the options the hotel considers can have problems and issues. Whilst there are any number of well equipped, well set up outsource linen service providers, that’s not to say the Hotels are willing to pay a “fair price” for the service being offered.

Hotels will often elect to use a lower cost service provider and hence run the risk of lower standards of product and service remember Ivana Trump’s message!

Often decisions on the quality of linen and who is going to process this linen is made by people with no understanding of the processes involved or any understanding of the differences of the fibre quality and content or the processes required to handle the linen.

In-Hotel or On Premises Laundry “OPL” Many of the major hotels had their own laundries built into them during construction, these laundries were located

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anywhere, from sub-floor basement locations to laundries on levels up high.

Little thought given to what happens when the equipment needs replacing and cannot be accessed to do so. This is when we see the asset managers make the decision that someone else can do our linen for us and we will reallocate the space.

We have seen this first hand when invited to assist on a project where a certain amount of space is given over for “back of house facilities” being the kitchen and laundry.

Without wishing to get off side with any of the many excellent Kitchen consultants, (we are ourselves members of the FeSI) kitchens will always win out over the laundry, with laundry space reduced or removed completely from projects.

Many a 5 star property has travelled down the path of closing their own facility and outsourcing, those hotels who did not do a thorough investigation of this issue could see the quality of their linen drop.

First issue: Once the linen is not processed in-house the hotel loses control of the quality and supply of the linen, if they do not use their own linen. If electing to retain their own linen little thought is given to increasing the par stock levels of linen to help prevent any “short falls”.

Some hotels have elected to outsource their “ Flat work” that is the bed linen along with the F&B whilst retaining in -house, toweling, guest laundry and valet as well as staff uniforms.

Second issue: Finding the right laundry supplier. There are a number who can and will provide the desired level of quality and service, however often the hotel is looking for linen processed at a price?

Third issue: Once your linen is outsourced and the equipment is gone, what control measures are in place to guarantee the quality of the linen to be provided when using linen hire stock? All too often the samples provided when negotiations are taking place may only be only used to begin with, lower standard products, then being introduced

L

AUNDRY

D ESIGN & C ONSULTANCY

LDC Laundry Design & Consultancy was formed in 1998 as a company specialising in aspects of commercial laundry and valet operation.

What we offer: ✔ ✔ ✔ ✔

A solution that will yield results A competitive & cost advantage A facility that will optimise output and improve efficiencies Fully integrated specialist service

| Analysis

| Facility Planning

| Process Improvement

| Project Management

• Cost analysis including IRR and NPV computations • Production analysis • Workflow analysis • Analysis of services including electrical supply, water and gas • Environmental analysis

• Site selection and analysis • Planning and design of laundry and valet services • Equipment layout • Equipment specifications and sourcing (please note we have no affiliation with any supplier) • Planning for future growth

• Study and estimate of linen loads • Linen selection to match processing capabilities of laundry • Energy resource efficiency review • OH & S Revies • Risk Assessment Management

• Cost estimates for the project • Planning, scheduling and monitoring • Post implementation reviews

Our service can be applied to both new laundry and valets as well as upgrades at existing facilities and has resulted in cost savings and improved efficiencies for all our clients. | Contact Us

Phone: +61 2 4954 5393

Fax: +61 2 4958 7057

Mobile: 0412 999 408

At LDCT, we believe that training can only be truly valuable if it is designed to teach more than simply WHAT to do and HOW to do it.

By also delivering an understanding of WHY things work as they do knowledge gained from many years working at the very heart of this industry - we provide something that no other training program can match: real confidence in your ability to do the job effectively and enjoyably.

LDCT specialise in: • LMT21407 Certificate II Laundry Operations • LMT31107 Certificate III in Laundry Operations • LMT31207 Certificate III in Dry Cleaning Operations • BSB07 Certificate IV in Front Line Management All training is delivered in the workplace and incorporates the individual company’s policies and procedures.

LDCT will support the trainees with professional industry-based staff who are also AQTF qualified trainers and assessors.

SAFE HANDLING OF SOLVENTS workshops being held in 2011 January: Darwin Feb: Rockhampton March: ACT

Please feel free to contact us for further information LDCT Laundry Dry Cleaning Training PO Box 608, Cardiff NSW 2285

T (02) 4958 8817 E info@ldct.com.au

F (02) 4958 8877 W www.ldct.com.au

What makes a good hotel stand out from the crowd? (continued) and the hotel locked into a water tight contract.

Was an agreed linen standard part of the tender specification in terms of the linen gsm, thread count, shrinkage, fibre content etc? Was ongoing “NATA” approved testing of the linen throughout the period of the contract part of the deal, to insure ongoing quality of the product?

Also is the laundry providing regular validation of thermal or chemical disinfection and meeting the Standard AS/ NZS 4146 2000 with its laundry service to the hotel. How often does the laundry get paid a visit to insure the level of processing required, how many hotels understand what should go on in a laundry to meet the required standard.

Recently on our travels we have seen examples of 5 star hotels one who recently dosed their own laundry to outsource, without doing their homework and one who thought before removing their own laundry and retained the service in-house.

One 5 star hotel who outsourced after removing their laundry are now hand ironing their VIP guest linen as the quality of their linen is not what they expected If you outsource to a cost not a quality and don’t do your homework this is the result.

Another hotel decided to do their home work and the cost of outsourcing all their work currently being undertaken in-house would have resulted in a million dollar budget blowout.

Do not get us wrong, many in-house facilities make mistakes: the first among them as alluded to earlier, by not allowing sufficient space for the laundry to be able to operate and function correctly.

Poor location for the laundry with no thought on equipment replacement in terms of access to the laundry.

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Maintenance of equipment by untrained staff, untrained that is in the field of laundry and valet equipment.

Then comes the decision often made in some far away land to change the room bed configuration, with little or no thought for how or if the laundry service can accommodate or process the changes being brought in.

We are not fashion designers but we look at some of the fibres and fabric used for staff uniforms and ask who designed these, they are often not made to be washed or dry cleaned on a regular basis, made of varying fibres and fabrics that can present problems to the staff when processing the uniforms and selected without looking at the need for the right equipment to process the uniforms.

On another occasion, we arrived at a resort hotel and were greeted by staff whose uniforms were, shall we say, less than appealing.

Colours were faded, pressing/finish was poor and the staff for a tropical island were less than comfortable in their uniforms.

We sat and spoke with the executive housekeeper and the engineer and were informed the uniforms are chosen by head office. Obviously those choosing the design fabrics did not have to wear them and didn’t work in the “tropics” as the staff uniforms were made of viscose and have very little breathability and moisture absorbance as was visible by the sweat patches on the back of the staff.

The right training from industry based training personnel will not only add benefit to the staff skill level and overall knowledge, it will provide a tool for management to run the inhouse facility better and more efficiently.

Hotels will train staff to make coffee, put them through Certificate III or IV in Hospitality or Asset Management, yet be reluctant to have specialist training organisations come in to provide either Certificate III in either Laundry or Dry Cleaning Operation. Remember Ivana Trump!

This applies even where decisions have been made to outsource the “flatwork” and retain guest laundry and valet in-house. How many hotels can put their hands up and state that there is at all times a member of staff on duty in the laundry who has a current “Safe Handling of Perc and other Dry Cleaning Solvents” certificate, with the same applying to any internal or external contractors working on the equipment.

The same standards should apply to the laundries to whom you have entrusted your linen. How well trained are their staff in laundry or dry cleaning operations, and are theytrained by a reputable training organisation with industry based trainers? n

John Wollington Principal, LDC Laundry Design & Consultancy LDC&Associates

Kerryn Rizza Head trainer, LDCT Laundry Dry Cleaning Training

So why then the poor colour fastness? The laundry only had hot head presses specifically designed to press damp cotton napkins and chefs jackets not brightly coloured man-made fabrics. The staff also had no training in how to use the equipment which was resulting in the poor quality finish of the uniforms.

Upon inquiry we were informed that if anyone wanted a job then the laundry was the place to start as you don’t need any experience. It was in fact the bottom of the ladder, yet the laundry is the only operation in the hotel that deals with all aspects of the guest’s stay at the hotel – from reception staff uniforms to bedrooms, bathrooms, spas, pool, restaurant, housekeeping and gardeners uniforms. So why is it that this is the one area of the hotel where the least training is afforded to the staff?

The LDC Group, headed by John & Kerryn aim to provide specialist services to the Laundry & Dry Cleaning (Valet) hotel operators. They have worked extensively throughout Australia and have undertaken projects in Jakarta, Dubai and the region.

Services include: • New laundry and valet facilities.

• Assistance with exist ing operations: Including layout, workflow, production etc.

• Staff training: either to Australian Certificate ttl laundry or Dry Cleaning operation, through to specialist workshops such as the Safe Handling of Perc and other Dry CleaningbSolvents • Specialty placements: Providing clients with short term specialist staff placement.

French flair for fabulous fabrics

By MAX AGNEW

I

f you have an eye for those fabulous French fabrics for soft furnishings – upholstery, curtains, table linens, cushions, and any decorator items for that matter -- then you are likely to fall head over heels for the remarkable range available from the Olivades Fabric Warehouse in the Sydney suburb of Camperdown.

These are imported from the Olivades factory in Southern France and items can be custom-made in the Australian workshop to suit any requirements. These bright fabrics will be especially appealing to the various applications within the hotel/motel industry.

Lyndall Keller is the guiding hand behind the distribution success of Olivades fabrics in Australia, leading to her ensuring their warehouse has the latest trends for French flair in both indoor and outdoor fabrics.

It is not surprising how the south of France in the late 1600’s first became involved in the most exotic of colourful fabrics, as this area overlooked the popular Trade Route through the Mediterranean when Marseilles was a stopping off port for ships bringing back beautiful Indian and Persian fabrics.

The patterns at first were so appealing that such prints were soon incorporated into locally made prints on cottons. What also made them so popular was their light weight and Indian inspired designs. Before long all the ladies it seemed throughout France was seeking clothes, scarves and shawls, as well as these fabrics for home decorations.

In 1686 the Royal cloth manufactures, upset at losing out to this new competition, moved to have these colourful fabrics banned.

However, fabric printers soon found refuge in the walled Papal city of Avignon which was not subject to Royal authority. Inside this privileged enclosure, more than 800 people soon came to be employed to make colourful Indiennes-style fabric which led to a new industry manufacturing to cope with the demand.

This ‘golden age’ of production ended in 1734 when the then Pope and King made an agreement to prohibit these special fabrics.

In the following 70 years makers went ‘underground’ in Switzerland to continue this craft and keep it alive.

The French Revolution also set-back the cause of these colourful fabrics with the only business to survive being one workshop in the foothills of the Alpilles between Avignon and Arles that was operated by Leonard Quinche.

Remarkably his fabrics were washed in the river and dried in the nearby fields on the very site of today’s Olivades factory. The business changed hands several times through the years until coming to be owned by the Boudin family in 1948.

By 1977, the name Olivades was synonymous with Provencal fabric, “because it embodies the ‘art de vivre’ of the region,” according to one member of the family.

Today the Olivades company continues to evolve with new and exciting designs and printing methods that appeal to a new generation of decorators and lovers of fabric.

This wider range of fashionable textiles still includes a tribute to the past, though now has a decidedly new look forward to the future as they go on creating a widespread demand.

Lyndall Keller explains how the indoor/ outdoor Teflon range of textiles have a brilliant array of colours and beautiful designs which can be used creatively for many commercial applications.

Recommended for hotels There are three in particular Lyndall recommends for use within hotel applications.

These are AIMIE Stripe, which she describes as a very durable Teflon 100 percent acrylic fabric with an abrasion factor of 18000. “It is washable to 30 degrees, sunproof and waterproof, and very suitable for any number of situations including upholstery.

“There are six colours available from muted to our brilliant tones,” she added.

LAURE Floral is a fully reversible design that is also 100 percent acrylic Teflon with an abrasion factor of 12000.

“This is also sunproof with a wash temperature of 40 degrees that repels moisture and works hard for commercial situations that include upholstery. It comes in five strikingly reversible colours.”

The third recommendation from Lyndall is for BONIS, which she points out is a complimentary fabric for both Aimee and Laure.

“This is 100 percent cotton jacquard woven into a small geometric pattern with an inbuilt anti-stain property. It has an 8000 abrasion factor and currently is available in 10 colours from neutral to brilliant.”

She points out how in combination of these three fabrics, they can create a unique and very creative look.

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Aimé – Striped Indoor/Outdoor Teflon Fabrics

Laure – Reversible Floral Indoor/Outdoor Teflon Fabrics

Bonis – Jacquard with anti-stain

“Quality, harmony and refinement are the driving values and transpire in all of our collections,” says Lyndall.

to the requirements of our clients,” she explained.

Gres. In Sydney the warehouse and the new showroom are in Denison Street, Camperdown, next door to Le Forge. Phone (02) 9519 2221 n

“They are sold by the metre or transformed into finished products that are tailor-made

The name of Olivades is well known in major cities around the world with its main headquarters in Saint Etienne du

www.olivades.com.au

A R I A H OT E L C ANBERRA

Canberra’s newest & most styish hotel

C

anberra’s newest and most stylish 4 ½ self rated hotel is located only 2kms from Canberra’s CBD. Major attractions such as Parliament House, Australian Institute of Sport, War Memorial or National Gallery are all within minutes.

Whether you are travelling for business or pleasure, make Aria Hotel your base when exploring Canberra.

Indulge in one of the 128 modern rooms including exquisite hotel rooms, fully equipped 1 or 2 bedroom apartments and elegant spa suites.

Aria’s 8 level construction has been designed to meet the highest level of expectations from comfort, accessibility, privacy and space. The double glazed windows provide absolute serenity, the bed specifically designed is incomparable and the modern design and latest technology is sure to impress.

The Café is available every morning serving a range of light breakfast options.

Aria have incorporated luxury, style and cutting edge technology to ensure that the hotel will be your home away from home.You’ll be impressed by the careful attention that has gone into all 128 rooms and apartments, as each suite provides the ultimate guest experience. Wake refreshed after sleeping on the luxurious “Aria signature bed”, designed with additional layers of deep mattress comfort, and enjoy the smooth gentle rain-like streams of water from the rainfall shower that contributes to a whole new level of relaxation.

All rooms feature large double glazed windows, individually climate controlled air conditioning, private balcony, 32” LCD television, Foxtel, movies on demand, iPod docking station and wireless and wired broadband internet. n

 w w w. a ria h o t el.c o m .a u

profile

Heidi McDonald Sense of pride and achievement from a happy team

H

eidi McDonald is the Housekeeping Manager at the Rydges South Park Hotel, Adelaide.The hotel has 98 rooms of which there is a combination of family, spa and executive.There are 2 restaurants, a pool, a gym and 5 conference rooms.The Housekeeping department is responsible for the upkeep of all rooms, all public areas and also the operation of an in-house laundry.The hotel is self sufficient for the laundering of all room linen and table linen having 2 x 250 kg washing machines, 3 large driers and a small ironer for pillow cases and table linen.

Guest and hotel drycleaning is sent off site to Snowtex for processing.

Heidi originates from Victoria and first worked at the Lorne Hotel, Lorne (Vic) for three months working both in the bar and housekeeping during the holidays before attending Ballarat university. She obtained degrees both in print making and photography.

Since leaving university, Heidi has worked as a medical receptionist, a retail manager and a florist having been trained also in floristry.

she left to take up a position as a Housekeeping supervisor at the Breakfree Mantra before transferring to her current role at Rydges after one year. She has been at the Rydges just over twelve months.

Her challenges when joining Rydges included learning how to operate a laundry and retraining some staff in order to improve the cleaning standard but admits to feeling a sense of great pride and achievement when receiving great feedback from AAA Tourism inspections and now having a happy team.

Heidi is currently studying Frontline Management, an on site course developed for Rydges by the William Angliss Institute, Melbourne. She enjoys great management support at Rydges and says that Housekeeping is not a forgotten department as it may be in some hotels. She says communication with Front Office is extremely good and there is a good working relationship.

One recommendation she has for any Housekeeping employee is “never to enter a room empty handed” She believes this helps to save time. “If you know the room is a check out, then take in the clean linen as you go”.

She moved to South Australia ten years ago and because initially she could not get a job, Centrelink referred Heidi to the Franklin Apartments as a room attendant where she worked for three years before being promoted to Housekeeping Supervisor. She stayed a further 18 months in this capacity and left when the company decided to outsource the Housekeeping department.

Off duty, Heidi enjoys print making on paper and screen printing and cultivates bonsai trees of which she has about 25. She loves the outdoors enjoying kayaking and walking on the beach. She and her partner have recently bought a house (albeit an hour and half drive from work) which overlooks the beach and watches the sunsets from her dining room each evening after work (Lucky thing!).

She then worked at the Holiday Inn Adelaide as a room attendant for 18 months before returning to Victoria for two years. During this time, she worked at the Waterfront Apartments, Geelong as a room attendant.

It is clear that Heidi loves the variety that Housekeeping presents on a daily basis and says she enjoys her work so much, she could never go back to retailing which she found fairly tedious. Talking to her, I am sure she will be around in Housekeeping for years ahead! n

Returning to Adelaide in 2005, she was employed by cleaning contractor FAB to co-ordinate the set up of several hotel housekeeping departments, also helping FAB to establish themselves in NSW where she set up another two hotels. After two years with FAB,

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profile

Lynabel Carreon Creating a happy team

L

ynabel Carreon is the Executive Housekeeper of the Clarion Suites Gateway, Melbourne hotel.This four-star city centre hotel boasts 120 rooms plus 2 penthouse suites.The hotel has great views of the Yarra river and Crown Casino and includes a restaurant and bar, an exercise room and a business centre.

The hotel promotes a 100% smoke free environment.

Lynabel arrived in Australia from the Philippines in 1995 and her first job was as a machinist sewing sheets and childrens’ accessories working through an agency.

Like many Executive Housekeepers, Lynabel started her career working in the hospitality industry in 1996 as a room attendant at the Metro Inn, Melbourne. She worked for Housekeeping Manager Lenore McRoss for only one day as Lenore was leaving to take up another position.

Marian Stratford replaced Lenore as Housekeeping Manager at the Metro Inn and trained Lynabel in all aspects of room attending..

After twelve months, Lynabel was promoted to the position of a Housekeeping supervisor at the Metro Inn. When Marian left the Metro Inn to take up the position of Housekeeping Manager at the Clarion Suites Gateway in 1998, Lynabel soon followed working as a room attendant / supervisor until Marian left in 2001. Lynabel then took the reins of the Housekeeping department as Housekeeping Manager managing 30 –35 staff including room attendants, public area cleaners and supervisors. She still maintains a warm relationship with Marian and seeks her advice from time to time in Housekeeping matters.

In March 2002, Mr Tony Cakmar joined the hotel as General Manager and quickly recognising Lynabel’s contributions to the hotel, restructured her role and changed her title to Executive Housekeeper thereby increasing her profile. Under his leadership, the hotel has won

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many awards including the 2004,2008 and 2009 Clarion Hotel of the Year and the Choice recognition award 2005, 2007 and 2010.

Lynabel says whilst housekeeping is a demanding and physical job for staff, she tries to create a bit of fun along the way creating a happy team. She is responsible for the purchasing of all Housekeeping stock and was instrumental in sourcing products for the recent soft refurbishment of the hotel. One of her main daily challenges is to keep staff motivated whilst balancing productivity with the need for quality of the finished product. Recently the hotel changed the format of the guest questionnaire to include specific questions on the guests’ Housekeeping experiences so that individuals may be recognised for their achievements and positive guest feedback thereby assisting in increased morale.

With the support of Mr Cakmar, Lynabel has completed Certificate IV in Training and Assessment and Certificate III in Front Office Operations and more recently Certificate IV in Hospitality Management..

Lynabel is married to a cabinetmaker and has one child aged 9. Away from work she enjoys walking and music (she is well renowned for her karaoke prowess at the PEHN Christmas parties!) It is her long term dream to be an interior decorator and admits to often changing the furniture in her own home around.

She is an active member of the Professional Executive Housekeepers’ Network (Vic) and serves as a committee member, networking with other Executive Housekeepers and suppliers. n

profile

Fe Argento Managing three housekeeping departments!

F

e Argento is the Executive Housekeeper of Quality Clifton Suites in Canberra.Together with Clifton, she manages the Housekeeping operations of Clifton’s two sister hotels namely, the Pavilion on Northbourne, and the brand new hotel, the Aria Hotel. Overall, the three properties have a total of 433 rooms, an in-house laundry with three large washing machines, three large dryers, and a large linen presser. Under her direction is a team of around 80 staff from the Housekeeping, laundry and public area.

Fe has almost 20 years experience in the Hotel industry. Before becoming the Executive Housekeeper of Clifton, she started as a Room Attendant at the Canberra Rex Hotel in 1991.

She then worked at the Travelodge after her baby was born in 1992, then moved to Park Royal Hotel which later became the Crowne Plaza starting as a Room Attendant, moving her way up to become Supervisor. In 2004, she became the Executive Housekeeper of the Chifley on Northbourne, next door to Kythera Motel that later became the site of Clifton, and in 2006, she became the Executive Housekeeper of the newly built Clifton on Northbourne. The owners of Clifton then purchased the Pavilion on Northbourne and built the newly opened Aria Hotel right behind it.

no hesitation to roll up her sleeves to work alongside staff to train, motivate, and keep their spirit up. She enjoys a mutual good working relationship with the owners of the hotel who she says are very supportive of her role in every way. She is also thankful for the support of her qualified and hardworking Supervisors and the support of all staff from other departments.

She endeavours her best to maintain the good working relationship as she has set her heart on the three properties especially the Clifton which she nurtured from the day it was conceived.

Fe was born and educated in the Philippines with a Bachelor of Science in Fisheries and Bachelor of Science in Education. Off duty, her main hobby is going fishing with her husband of 20 years who she met in the Philippines while Louis was on holiday in 1990. They have an 18 years old son, Jason, both of them also working at Clifton. No wonder Fe has the stamina and inspiration to perform her energy draining tasks, and, her dream, when they have the chance, is to spend quality time with her family travelling around Europe. n

Managing the Housekeeping department of the three properties is a challenge to Fe. She spends a full day in each property and overseeing the laundry operation at the same time.

Recruitment is another challenge she faces regularly. On top of her normal duties, she personally interviews prospective staff. From her experience, only few Australians apply for HK positions and it is difficult to keep them.

Most of her staff are students and working holidayers from Asia.

Fe enjoys her job as she loves meeting and interacting with people of different cultures.

She always welcomes new challenges and has

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Japan takes another step in replacing humans with robots The replacement of humans by machines in the workplace took another step recently, as Japanese researchers unveiled a model they hope could lead to humanoid menial workers.

I

ts makers, Kawada Industries and the National Institute of Advanced Industrial Science and Technology (AIST), hope the robot will be a step towards creating a model that can help ease greying Japan’s looming labour shortage.

“We designed a working robot in the image of a lean but well-muscled track-and-field athlete,” Noriyuki Kanehira, robotic systems manager at Kawada, told a news conference to unveil the blue-and-white “HRP-4.”

Designed to help researchers develop models that could replace humans in repetitive manual labour, the latest “athlete” model in a near 10-year-old series updates the feminine, catwalk-strutting, karaoke-singing HRP-4C. But the tone this time is altogether more serious, according to a joint statement from its developers.

out simple, repetitive works ... in a bid to complement the workforce in a country that is rapidly ageing with fewer and fewer children”.

Standing at 151 centimetres (59 inches) tall, the robot in a demonstration stood on one foot, twisted its waist, struck poses, walked in accordance to given voice commands and moved its head to track objects.

The HRP-4 boasts joints that move more freely than its predecessors and can run a range of separately-developed software applications, its makers said.

Kawada and AIST will start selling the robot to universities and research institutes in Japan and abroad from January 2011.

The price tag for what is described as a “low cost” model is 26 million yen (A$326,000) each. Its creators hope to sell three-to-five units a year. n

“It is Japan’s urgent task for the early 21st Century to develop robots that could carry

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Removing Spots and Stains

By COL NATION

I see red, I see red, I see red.

Soil and stains in carpet can be categorised into just four categories.

So goes the words to the song by Split Enz.

1. Dry soils – Sand, grit, dust, clothing fibres, skin flakes and the like.

But we don’t really want to see red or blue or whatever colour stains on our beautiful wool or synthetic carpets or upholstery.

G

uests are great.They provide our livelihood if we choose to work in hospitality. We choose to rent rooms, and provide services as our choice of providing our own families with an income.

Guests are people too, and people have accidents. When we ourselves go on holidays or business trips we sometimes let our hair down and it’s certainly not uncommon for people to relax just a little too much, or drink just a little too much, or eat just a little too much. This is great because this, as you well know, is how the hospitality industry earns a living. So with this in mind we cannot really complain when a guest has an accident with the red wine glass or vomits up seven bottles of blue vodka cruises mixed with crème brulee and prawns and off course the obligatory carrot chunks form last Tuesday’s stir fry.

Stains are a fact of life in this business. In this article I will hopefully show you a few tips that will help deal with life’s little (or big) accidents.

2. Water soluble soils – Sugars, starches and salts.

3. Oily soils – ice cream, gravy, cooking oils, sun crème, makeup.

4. Dyes – artificial dyes, natural dyes, mineral oxides.

Dry soils will vacuum out. Water soluble soils are water soluble. Oily soils need detergents, and of course dyes are dyes that will not clean out with normal cleaning.

There are of course many combinations of the above. But there are some simple rules for stain removal that can help you, your staff and even your guests, deal with most accidental spills.

Rule 1: Blot, Dilute and Blot.

Rule 2: Clean like with like.

Rule 1: Blot, dilute blot. Blot up as much of the spill as possible using paper towels or a sponge. If you get to it early you will eliminate most of the problem if not all of it.

Rule 2: Clean like with like. Most of what we eat and drink is water soluble. Most spills are simply water soluble. Get to it early and blotting will remove 90% or more. Then we just dilute with water and blot again and remove even more of the original spill.

“Clean like with like” means that if the spill is water soluble then water will dissolve it.

If it is oily then we use a detergent because detergents are made from oils similar to the way soap is made from animal fat. So, fatty

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Removing Spots and Stains (continued)

all they need to deal with most spills. Many guests will happily clean up their spills if they are given these simple tools. If the kit doesn’t work, then at least they haven’t done any harm or set it in. Cleaning staff or professional cleaners can deal with the remainder later on.

Tea, coffee, wine, beer, soft drink, cordial, alcoholic drinks, milk, and medicines and the like are all simply chemicals such as sugar, starch, flavours, and colouring matter, dissolved in water. These will often take a minute or two to penetrate into a fibre. These will dissolve in water if attended to early. Simply blot – dilute - blot and most of the problems are gone.

or oily spills need detergents. Housekeeping can deal with these using a WoolSafe Approved detergent spotter.

This leaves us with the dyes. Dye stain removal is a specialty area.

Don’t use bleaches as these will either dissolve the wool fibres or leave you with a big white mark instead of the little red mark. There are specialists who can deal with these but I’ll talk about that a little later on.

A simple answer to solving guests little accidents is to provide a simple “spill kit” in each guest room.

A roll of paper towel or a Slurpee sponge and a spray bottle filled with nothing but water. There are no fancy chemicals required. This is

Sometimes there are fats in the spill such as gravy and milk. The water soluble component can be removed with the blotting and diluting action but some of the fats and oils may remain. There is no panic with these as they do not cause damage to the fibres and can be dealt with using detergents later on when cleaning is carried out.

Colouring matter such as the dye in red cordials and the colouring in some alcoholic beverages is usually standard food colouring which is an “acid dye”. Acid dyes are used by carpet manufacturers to dye both wool and nylon carpet. So a red drink spill simply dyes the carpet if left too long on the carpet. Is it any wonder kids run around like lunatics after an afternoon on the red cordial? Applying a detergent to a red cordial spill will only help it penetrate into the fibres where it will become a stain.

Acid dyes that remain in a carpet will not clean out with normal cleaning and require some specialist treatments. Professional carpet cleaners who have had specialty training, such as those listed on the WoolSafe website (www.woolsafe.com.au) may be able remove these with their specialist treatments.

If a guest can simply blot up a spill with their spill kit sponge or towelling and spray it with water and blot again, then you can eliminate many of your problems.

Simply provide the following directions in your spill kit.

Spill kit directions 1.

Blot with paper towel. Do not rub. (or sponge, as the case may be)

2.

Spray with water.

3.

Blot again with paper towel.

4.

If stain remains do not try other treatments, either call reception or leave it for our friendly house keeping staff.

So now you don’t have to see red when a guest has an accidental spill. n

Col Nation is a 30 year veteran in the carpet maintenance industry. He operates ABBsolve Services, a specialty stain removal service on the Sunshine Coast in Queensland. Colin is also the Director of WoolSafe Australia, the Australasian arm of the worldwide WoolSafe Organisation that tests and certifies chemicals for use on wool carpet and trains and certifies the leading carpet cleaners around the world. As a Woolsafe registered Inspector, Colin helps carpet owners and manufacturers solve many types of issues relating to carpet. With this experience behind him he passes on this information and experience through the Daniels Associates of Australasia a Registered Training Organisation that specialises in the cleaning, healthcare and hospitality industries. Colin can be contacted through office@woolSafe.com.au or colin@danielsassociates.com.au

Looking Back at What’s Ahead: Using Lessons of the Past as a Guide to the Future

By CASEY j. WICK

A recent post on a professional facilities list serve opened with the subject line “Here we go again.”The phrase alluded to the eerie reminiscence of decades past when the mantra “More with less” dominated the facilities landscape.The author went on to discuss the tidal wave of budget cuts, funding short comes, and staffing cuts washing over the current operating environment.

I

nstitutions and organizations, public and private alike, are being challenged to devise and implement operating plans with the barest minimum of resources.

As the responses to the post rolled in, it quickly became clear that managers are employing techniques and tactics best described as getting back to the fundamentals. Many of the suggestions offered were heavily rooted in basic management theory and practice, which fit neatly into one of the four fundamental functions of management.

Management, by definition, is “A set of activities directed at an organization’s recourses with the aim of achieving the organizational goals in an efficient and effective manner”. Strictly speaking, management theory identifies four general areas of focus in the management process: planning and decision making, organizing,

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leading, and controlling. Each one of these four activities is an integral part of the management process and is carried out with the goal of organizational effectiveness and efficiency. However, time and time again, operating demands reveal a delicate and fickle balance between management theory and actual operating parameters resulting from shifting influences within the operating environment. It is the responsibility of managers to attain organizational goals using the resources allocated to them. At the same time, managers must build and preserve the confidence, trust, and support of their customers.

Astute managers will be adept at initiating and carrying out the four basic functions of management by weaving them into the fabric of the existing operating environment.

Managers of professional cleaning operations are not exceptions when it comes to applying appropriate management techniques. In fact, considering the public arena in which many cleaning professionals work, it becomes even more crucial to employ creative and innovative management techniques. By examining several common situations faced by professional cleaning managers, a fairly clear picture of applying management theory, tempered with appropriate managerial insight, can be drawn.

Planning and Decision Making Planning and decision making is the first of the four basic functions of the management process. The primary activities involved in organizational planning include setting organizational goals and deciding how best to achieve them. Planning serves as a guide

for future activities within an organization and lays a foundation for appropriate goal setting.

A solid plan will indicate how, when, where, and who will carry out future tasks.

Decision making is concerned with selecting an appropriate course of action from a set of alternatives. Alternatives range from materials to processes, and good management technique employs a combination of insight, education, and experience to make the best decision. For example, a reduction or total elimination of services is one of the first cost-cutting strategies often considered in the realm of professional cleaning services. While certain services or tasks may be reviewed for appropriateness and a determination made if the services should continue, such service cuts generally are only superficially effective. The perception of performance is often skewed by unclear or nonexistent expectations. When eliminating services, it is crucial to know exactly what is and is not being performed. Often, a cleaning professional’s assignments expand and contract as a result of the variables within the assignment. A manager making service cuts must be absolutely sure the service is being performed in the first place.

Likewise, all interested parties must share a common expectation of what will be done and what will not. Simply handing down a directive does not ensure the task or service will end. Far too often, building occupants have strong relationships with the custodian in their building and will discreetly ask them to have the service continued. An effective technique for ensuring shared and clear expectations is to carry out the planning and decision making functions with the inclusion

of all interested parties. Including customers and members of the staff will create a sense of ownership and shared responsibility within the organization. In turn, such shared ownership will facilitate motivation and desirable performance.

Organizing Organizing is the second basic function defined as part of the progressive management process. Organizing involves how best to group resources and activities in order to carry out the plans developed in the planning and decision making phase. In professional cleaning operations, organizing activities include the arrangement or rearrangement of departments, work groups, and individual assignments impacting shift demands. Layoffs, hiring freezes, and “encouraged” early retirements are now extremely prevalent in the current operating environment.

Manpower is often the largest and most costly resource of an organization.

Managers must decide upon a structure for the organization that will facilitate the efficient consumption of FTE hours.

Organizational structures can range from a flat, unidimensional structure to a traditional hierarchical-type arrangement. A common example of organizing efforts in cleaning services is the debate over zone versus team cleaning. While each of these two structures has benefits and drawbacks, both are appropriate only when applied to the correct environment. Consider the individualized nature of zone assignments. Customers and building occupants become comfortable with what they often describe as “their” custodian, which facilitates a greater degree of comfort and personalized service. Conversely, A manager leading a crew in an unoccupied facility may opt for a team cleaning structure relying on high production specialists with little or no contact with customers or occupants. Regardless of which structure is implemented, the decision to do so must be based on those unique elements influencing that particular environment.

Leading Leading is the third basic function of the management process. By definition, leading is, “The use of non-coercive influence to shape behavior towards the achievement of the organizations goals” (Griffin, Ricky W.

Management. Boston and New York City: Houghton Mifflin Company, 2002, 250).

This definition appears to be somewhat callous, cold, and falls short of what leading truly encompasses. Leading or leadership is a subject of extreme complexity and finite detail. Why? Because leadership deals with the one element of an organization that is more varied and diverse than any other which may be encountered due to human emotion and perception.

Ultimately dynamic and infinitely diverse, no individual can predict consistently emotional responses of their own. How then can one expect to predict emotional responses of others? The manager must be committed to his or her constituents and come to know them for who they are and how to help them understand their surroundings. “True leaders are those who in their inimitable ways, inspire confidence, undermine despair, fight fear, initiate positive and productive actions, define goals, and paint a brighter tomorrow”. A good manager will, through education and experience, grow into a capable leader and come to understand those he or she is leading.Through such understanding, the leader can then, and only then, facilitate hope and confidence by those within the sphere of influence.

Leadership is the critical quality when those layoffs, hiring freezes, and retirements occur, and the staff is looking to the manager for direction. “We had 50 custodians; we now have 45, but still have the same amount of work to accomplish. We are not machines!

What are we to do?” These same thoughts and concerns echo through the ranks of professional cleaning staff in a multitude of institutions. Managers must call on their coaching expertise in order to lead their staff through these daunting times. Open, transparent, and honest communication is a very powerful technique in the leadership process. Unfortunately, employees and customers are driven by the fear of the unknown. “Am I the next staffing cut?” is on the minds I of worried staff. Like the critical element of inclusiveness discussed earlier, open and honest communication will create a sense of shared understanding and trust.

Controlling Controlling is the fourth basic function of the management process. Controlling is the ongoing monitoring of the organization’s

Looking Back at What’s Ahead: Using Lessons of the Past as a Guide to the Future

progress towards its goals. As the organization moves through the activities that support and promote advancement, constant and diligent monitoring must take place in order to detect problems and make adjustments to keep operations on track. Managers who are adept at this phase will know when and where to look for problems as the need to arises. For example, tasks, including vacuuming carpets, emptying trash/recycling containers, and general cleaning services may be reduced in frequency as appropriate. Task reduction may be implemented facility-wide or on

an as-needed basis, only to meet the most pressing operational needs. Regardless of the degree or nature of task realignment, the fact remains, controlling and monitoring activities must be conducted regularly. Keeping a finger on the pulse of the operation does not mean micromanaging though. Managers must have faith in their staff and allow supervisors to exercise their individual talents. However, keeping abreast of the subtleties of the day-to-day operations will give managers the opportunity to act swiftly and appropriately when called upon to do so.

Managers in today’s volatile operational environment, in all industry segments, face formidable challenges reminiscent of past decades. Scarce resources, coupled with ever-increasing regulations, operational demands, and organizational instability are paramount concerns to today’s operating environment. The necessary skills one must acquire and improve upon to successfully guide an operating organization are both broad and complex. However, returning to

basic management functions will facilitate the discrimination of those influences driving, or limiting, the progress of organizations.

In becoming a better manager, one will not develop those skills through formal education and work experience alone. It is critical to work diligently to gain insight and understanding of both the organization and the people. Simply stated, fundamental management theory and practice must be combined with finesse and zeal in order for managers to be successful. Using the four fundamental functions of management, a solid and stable operating foundation can be built to support organizational effectiveness and success.. n Reprinted with kind permission from Executive Housekeeping Today, the official journal of the International Executive Housekeeping Association (IEHA).

Rolling 12 month periods and Investment Returns This article was provided by Planning Partners Financial Planners and Superannuation Consultants (Australian Financial Services Licence No. 222835).

Ph: 03 9830 0366 Ground Floor, 971 Burke Road, Camberwell VIC 3124 www.planningpartners.com.au

the rolling 12 month return to 30 September 2010 is only 0.61% (including dividends!) Once again, this is because the drop-off month (September 2009) was an even stronger 6.26% and this has now come out of the rolling 12 moth data.

The table below and chart, illustrate this point further.

What are Rolling Periods?

‘Rolling periods’ are the time periods over which the past returns are measured and updated each month. The historical performance of the sharemarket (and superannuation funds) is often tracked on a month-by-month basis. As each new month’s return is added to the historical data, the return of the oldest month (the ‘drop off ’ month) in the period is removed from the performance calculation for the rolling period, such that there’s always the same number of months in each period, or ‘window’.

ASX 200 Accumulation Index Period ending

Jul-10

Aug-10

Sep-10

10.14%

2.07%

0.61%

Month return

4.47%

-1.08%

4.62%

Drop off month

Jul-09

Aug-09

Sep-09

Return in drop off month

7.34%

6.57%

6.26%

12 month (rolling return)

Source: Van Eyk

For example, the 1 year return to 30 June 2010 contained the 12 monthly returns for July 2009 through June 2010. One month later, the 1 year return to 31 July 2010 contained the 12 monthly returns for August 2009 through July 2010 (ie. it excludes the July 2009 month). Every month there’s a new rolling 1 year period, with 10 months that are common to the previous 1 year period.

The effect of Market Volatility on rolling 12 month returns In volatile markets such as over the last 2 years, rolling 12 month returns can be significantly different in consecutive months.

For example, say you were due for a review with your Adviser in August or September of this year and you have a blue-chip Australian share portfolio which happened to exactly replicate the ASX 200 Accumulation index (which includes returns from dividends).

If you came in August 2010, the rolling 12 month rolling return would be 10.14% and the most recent month end return (to 31 July) would have been 4.47%. But say, you were away on holiday then and instead only came in September 2010. Then the 12 month rolling return would have been 2.07% (ie. more than 8% lower) even though the month end return to 30 August was only -1.08%! The reason for this is that the market return in the ‘drop-off month’(ie. August 2009) was 6.57% and this has now been left out of the rolling 12 month return for year end 30 August 2010.

Assume you were lucky enough to be on holiday for a further month and only came to meet your Adviser in October 2010. Whilst you were relaxing, you heard on the evening new that September was a very strong month in the share market (it was up 4.62%) and so you expected a strong 12 month return when you met your Adviser. However, you are disappointed when you hear that

What is the Lesson?

Rolling 12 month returns can be useful, but they must be seen in context because the starting and end points can significantly distort the results. There are other ways of measuring returns including; profit from purchase price ie. inception) and income earned from the portfolio over the previous 12 months (which is of particular interest to retirees). Another important issue is the tax-effectiveness of the which can often lead to tax refunds (or payments) and are not reflected in the head-line rate of return. So, it pays to dig deeper to understand returns with the help of your Adviser. n

Important Information: This information does not take into account the objectives, financial situation or needs of any person. Before making an investment decision, you should consider, with the assistance of a financial adviser, whether it is appropriate in light of your particular objectives, financial situation and needs.

Planning Partners Pty Ltd. Australian Financial Services Licence No. 222835 ABN: 24 943 115 344

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Why Latex?

By DAVID NUGENT | Latex Bedding Company

some synthetic latex or some calcium based fillers, like chalk. The European producers typically use synthetic latex and the Asians and New Zealand usually use calcium fillers. Too much filler drastically reduces the life and durability of the product.

Word games are usually played by the producers saying “100% natural latex” meaning fillers but no synthetic and “100% latex” meaning natural and some synthetic but no fillers.

Most latex foam is produced using the Dunlop method. Some is produced using the more complicated Talalay method which involves freezing the mix and is far more energy intense. There is little evidence for either generally producing a superior product.

Latex foam can be used instead of the usual polyurethane comfort layers in an innerspring mattress or be used as the entire core of the mattress.

Latex pillows are an excellent match with a latex mattress. They have the same benefit of keeping their shape for a very long time and being able to be washed and spun dry. They can also be a handy add on sale at check out time. Guests will certainly ask whether they are for sale.

Benefits

What is it?

Latex is produced from the sap from rubber trees grown in the tropics. Havea brasiliensis, originally from Brasil, is now grown mainly through Asia. The trees are grown in plantations for 20 to 30 years.

When they are past efficient production they are cut for rubber wood which is a very good furniture timber. The plantation is typically then replanted. The sap is collected daily and, for example, it takes the sap collected from 20 trees each day for 14 days to provide enough material for one pillow. This is a sustainable and environmentally responsible low impact material production process.

Being a natural product like, say, wine good producers have to achieve consistency in their production. This is important to make sure that a latex mattress from one batch will feel and perform in the same way as that from another. To achieve this consistency and procesability all producers blend some material with the latex. They either blend

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•

Superior elasticity. Latex foam is more resilient with a better feel giving better body support and making it easier to move in bed, something we need to do many times during the night for healthy sleep.

•

Better for the environment in 2 ways. It is a natural product made from a sustainable resource. It lasts around 3 times longer than alternative beds reducing the number of mattresses needing to be produced.

•

More even pressure distribution improving blood circulation allowing longer time in the deep sleep cycle and generally making a more comfortable bed.

•

Healthier and more hygienic. Natural antibiotic properties from the rubber tree prevent dust mites, bacteria and fungi (moulds) from growing in latex. Polyurethane foam needs to be chemically treated to try and achieve this protection that comes naturally with latex.

•

Removable, washable, replaceable covers available on some latex mattresses give a cleaner sleeping environment and solves the problem of stained covers in domestic and commercial use.

•

Minimal partner disturbance and no creaking or spring noises gives a more peaceful nights sleep.

•

A well designed latex mattress with ventilation holes top, bottom and sides provides a cool and dry sleeping environment. Watch out for layers of polyurethane foam in top or side layers that reduce the air flow. This is usually done to cheapen the production. It is also often the source of body impressions reducing the life of the mattress.

•

Rigorous quality control will deliver latex mattresses with consistent feel and performance and excellent durability.

You can expect 3 times the life out of a good quality latex mattress. (Choice Magazine: mattress buying guide.)

•

Guarantee: body impressions. Most bed manufacturers guarantee their beds not to exceed 35mm body impressions.

(Check most company websites’ warranties.) Maybe acceptable to them but not a customer! Good quality latex mattresses are guaranteed to perform to ISO 3885 to have less than 5% loss of height. (That’s 10mm in a 20cm mattress.)

A good quality latex mattress will far outlast an innerspring mattress with polyurethane comfort layers. It should be more comfortable during its lifetime. Although maybe initially dearer it should be better value over the life of the mattress. It can also be a real point of difference in promoting a five star sleeping experience. n

Sourcing small appliances Many hotels have discovered the positives of using a centralised provider when it comes to supplying electrical appliances and specialised hospitality items. Sourcing goods through a centralised supplier can provide a number of benefits when it comes to selecting appliances for your property.

Y

ardley Hospitality has a long and successful history in providing a wide-range of products from many leading brands.

The company supplies everything from batteries, vacuum cleaners/bags, ironing boards and housekeeping trolleys to lighting, air conditioners and white goods. It also supplies an impressive range of electrical goods, including ‘hotel-specific’ LCDs and the latest in iPod clock radios. In this edition the company’s national manager for sales and projects Paul Yardley sheds some light on what to look for when choosing small appliances.

Q: What advice can you give to customers about product range and choice?

PY: We always try to supply good quality, reliable products to our customers. If clients want to buy a budget brand or have previously used a cheaper solution we normally try to up-sell them to better quality products because top brands have ongoing lines. If a model is discontinued the top brands will either have a replacement line or a new product that is very similar in features.

Quality brands also have far superior back-up services and replacement policies. Cheap brands tend to have poor time consuming replacement policies and offer less options for service agents. Also using products with low failure rates means that staff are not dedicating unnecessary time to sending back and organising the replacement of faulty products.

Q: What determines popularity of small appliances?

PY: Quality brands, competitive pricing and reliability are the three main factors that influence the decision-making process when choosing which small appliances to purchase. A good track-record in the hospitality industry is also a factor, and advances in technology influence demand. A product should also be functional to cater for

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individual hotel needs, for example the 1-1.4 litre kettles that fit small sinks. Colour is another consideration, as a uniform look that matches existing decor is important for many customers.

Q: What are the benefits of bulk buying?

PY: Bulk buying gives clients a price advantage. Sometimes extra discount can be available from certain suppliers, depending on the model. Transport damage is also minimised when buying larger quantities. Another important consideration is consistency of product throughout a property – this is very important as guests often return to the same hotels and like to use the same products each time.

Q: What products are delivered free freight?

PY: Not all products have freight-free delivery; however we always try to suggest ways in which the customer can achieve this goal. This may mean the customer needs to remain ordering in carton quantities, or may need to increase their order from a quantity of four to eight in order to meet the minimum dollar buy for freight-free delivery.

Q: What guarantees do the manufacturers provide?

PY: Guarantees vary between manufacturers and appliances, with some offering three months and others offering up to 36 months. We always discuss this with customers at the time when they are selecting products for their property so they purchase a product with a warranty period they are happy with. As mentioned earlier, we try to guide clients to purchase reliable brands, because they supply high-quality products with good warranties. For example, Sunbeam ensures that quality control is rigorous and engineers are employed to test parts right along the production line. Product components are tested for quality, not just the finished item. The end product is then subjected to time, heat and usage tests depending on purpose of the model.

Q: What servicing and replacement arrangements are in place for small appliances?

PY: Leading small appliance brands such as Sunbeam, Breville, Kambrook, Ronson, VS Sassoon and Philips generally have a changeover warranty policy for small appliances, so servicing arrangements are not necessary. However if the product does need to go to a service agent, top brands all have service agents well placed around Australia. Arrangements regarding replacement items vary depending on the supplier.

Q: What small appliances are well suited for the accommodation industry?

PY: The Ronson wall mounted hairdryer along with smaller kettles which are designed to suit small sinks, such as the Breville 1 litre and the Sunbeam 1.4 litre that also has a non-opening lid. There is also a VS Sassoon hairdryer on the market that has a retractable cord for easy storage in bathroom drawers.

Q: What are some of the key issues that buyers should consider?

PY: Irons – Many housekeepers prefer certain types of sole plates for care and maintenance. We always suggest that an accommodation outlet considers buying an auto-off iron as a safety feature because the iron switches off after a certain amount of inactive time. That way if a guest forgets to turn it off it does so itself. Wattage is also very important, with many properties having to be mindful of their energy consumption. Some hotels have selected a dry-iron instead of a steam iron, because of the poor water quality in the area. Kettles The important factor when selecting a kettle is its height. A number of properties have small sinks and need to have a small kettle to fit under the tap to fill it up. If they do not buy a suitably sized kettle then the guests will experience difficulties in filling it. Some hotels and motels also have problems with guests boiling or attempting to cook items in the kettles, so to solve this problem we recommend a kettle that has a nonopening lid. We have kettles in Above: Philips a range of colours to suit all decors, Desk Lamps come with from white, black, stainless and energy efficient globes. brushed stainless steel. We find that polished finishes are not as popular as they tend to show up more marks and fingerprints.

Q: Are wall-mounted hairdryers more popular than conventional models?

PY: Wall mounted hairdryers cannot be removed from rooms but the choice of wall-mounted or conventional style tends to be a personal one. Most customers are inclined to continue to purchase wall mounts if they have holes in the walls from using wallmounted models previously because that way there is no need to retile the area.

Q: What features should accommodation managers look for when selecting wall-mounted hairdryers?

PY: Reliability and history of sales to the accommodation industry are important. Wall-mounted hairdryers are most often smaller than handheld dryers and usually have fewer options for heat settings.

Wall-mounted hairdryers are best if space is at a premium in the bathroom.

Q: How have industry trends changed over the past 10 years?

PY: There are of course a number of products available today that did not even exist 10 years ago. One example is the Philips iPod Clock Radio that caters for both iPhones and iPods. This product is increasingly in demand, as it is functional, stylish and not many of the current docking entertainment systems in the marketplace cater for both items; most only cater for iPods. Basically, every shipment of this model of Philips iPod Clock Radio that is currently being brought into the country is sold out before it arrives. Sales of iPhones continue to be strong, something also to keep in mind when selecting an iPod Clock Radio. In the quarter that ended 31 March 2010, Apple reported that it sold 8.75 million iPhones worldwide that was a 131% increase over the same quarter in 2009.

Q: What other products are you considering stocking?

PY: We are currently introducing a new range of Philips desk lamps and light globes, as energy consumption is becoming very important to hotels with ever increasing electricity costs. The new range of Philips desk lamps comes with energy efficient globes and they are available in three colours to suit most decors.

These desk lamps incorporate unique OptiLite technology for negligible glare with optimal light output. They have anti-glare baffle to block light spill and glare, with a specially designed louver for redirecting light downwards. The globes help reduce the overall cost of electricity for the accommodation outlet.

While it may be an integral component in running a hotel, lighting hasn’t as yet had the focus it should. Short-term, cheap solutions are to buy conventional light globes, rather than the latest energy efficient bulbs. For the hotel industry, replacing halogen globes with LED globes is the simplest solution to save energy and reduce costs. With the focus now on phasing out inefficient incandescent light bulbs and reducing greenhouse gases, accommodation owners should note that a 4-watt LED bulb can produce the same amount of light as a 50-watt halogen; meaning a saving in energy of over 90%, as well as lifecycle that jumps from an average 2000 hours for a halogen to around 45,000 hours for an LED. n Gill Cowden - AMG accom industry reporter

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Auditing your cleaning program

By BRIAN CLARK

P

rogrammed auditing of cleaning services has been a key factor in maintaining and improving cleaning standards in recent years and auditing is being implemented in an increasing number of in house operations and commercial contracts.Their relevance to improvement of the actual cleaning process is sometimes questionable as most cleaning audit systems simply measure the result on the day and often are associated with a punitive process. A properly implemented and managed audit process can provide a balanced scorecard of the total cleaning process, promote efficiencies and generate significant performance outcomes, including cost savings.

According to dictionary.com, auditing is ‘the inspection or examination of a building or other facility to evaluate or improve its appropriateness, safety, efficiency, or the like’. This is a significantly broader scope than a subjective measurement of an end result - whether something is seen to be clean or not so clean, or, has or has not been cleaned when it was supposed to be. An ongoing audit program should be an integral part of the cleaning process - a process that incorporates continuous improvement and performance management.

So, what are some of the key aspects of a comprehensive audit process?

Firstly, look at your cleaning specifications. They should describe the tasks to be performed and specify both minimum frequencies of tasks

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Auditing your cleaning program

What do you want to measure, why do you want to measure it, what do you want to compare the data against and how will this measure quality or improve outcomes? Do you want to capture data for immediate verification, or do you want a longer term measurement of the cleaning outcomes to monitor trends?

and expected outcomes in terms of levels of cleanliness and consistent delivery to expectations. They should also be tailored to the type of area, rather than be generic.

Both staff and contractors should have explicit information and criteria on the expected outcomes in their areas or with the facility as a whole. Without defined base-level standards, ie a baseline, then there is nothing to measure your audit process against.

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Next define your objectives. What do you want to measure, why do you want to measure it, what do you want to compare the data against and how will this measure quality or improve outcomes? Do you want to capture data for immediate verification, or do you want a longer term measurement of the cleaning outcomes to monitor trends?

Are your concerns related to just cleaning or do you want a broader measurement of cleaning services such as health & safety compliance, efficiency, people management, value for money, asset performance, (i.e. life cycle costs of floorcoverings) contractual compliance and stakeholder feedback?

Having defined your objectives for the program, you need to create your Key Performance Measures (KPM’s). KPM’s are points of reference that describe the standard expected for each task you are measuring.

For instance, a KPM for cleaning windows and partition glass might be ‘On completion of the task all glass surfaces, frames and sills, must be clean, and free of streaks, marks and smears’.

A clear description of what is expected will allow both the auditor and the cleaner to do their jobs better.

Scoring of selected tasks should be balanced to the requirements of the facility and may be weighted to reflect crucial issues within an area. For instance, a hospital may focus on clinical touch points rather than the standard of external window glass by weighting the audit score and demerits accordingly.

The method, frequency and timing of data collection is an important consideration. For instance, data may be irrelevant if cleaning is in the morning and the audit is performed in the afternoon. The timing is important, as is the randomness of the process. If audits are performed to a strict timetable, then cleaners know when to put in the most effort and the audit will not return a true picture of cleaning performance.

Finally, you have to decide who will collect the data. Relying on internal audits or self audits has limitations as the results can be influenced by good intentions gone wrong and lack of objectivity. Auditing needs to be an independent objective analysis. The best solution is a balance of internal and external audits conducted by trained industry specialists. One of the leading organisations specialising in set up and provisioning of

comprehensive performance management processes is Changing Directions (www. changingdirections.com.au).

Continuous auditing means continuous improvement - a single audit will not pick up all the potential weak links in your program.

Transparency and Real Time availability are paramount. Electronic data capture using PDA’s and specialist software is probably the simplest way to collect, correlate and interpret data. Audit data can provide risk analysis and risk management, facility benchmarking, performance management and data comparisons, limited only by the breadth of the data base and the flexibility and accessibility of the software system.

One of the most flexible and comprehensive data capture and performance management programs is CIMAS developed by Cimas Technologies, (www.cimassystems.com. au). With the right software and auditing systems Facility management can measure and manage and report on performance today, last week, period of contract, area to area, cleaner to cleaner, building to building, facility to facility, or even establish and measure against national benchmarks.

An Audit program should not be a punitive process. Rather, it should be seen as a management tool to ensure value for money, expose inefficiencies and promote processes of improvement. Ideally, audit frameworks should enable you to monitor both cleaning inputs and outputs and to enable you to look at all the elements involved in the cleaning process to identify not just what has failed, but why it has failed and how can the failure be eliminated in the future by more effectively managing resources. n

Brian has over 20 years experience in practical applications with commercial cleaning equipment. His company, Janitech Australasia, provides specialized cleaning related consultancy& contract performance management programs and services for Facility Management, education, hospitality industry and government.

Graffiti Nonsense I don’t understand graffiti For it makes no sense at all I thought that only babies Scribbled upon walls.

These environmental vandals Who think their art is quaint Should know Executive Housekeepers Really think it ain’t.

Make them use a brush and bucket To scrub off all their mess That would keep them busy And we would see graffiti less!

Barbara Sargeant

Little and Surprising Things Can Make a Difference

By STEPHEN ASHKIN

A

s our knowledge of Green Cleaning continues to grow, we are finding more opportunities for executive housekeepers to directly affect their facility’s impacts on the environment. From the selection of Green Cleaning products to the processes by which they are used, and even the time ofthe day that they are used, can each make a difference.

manner that can be done using colder water compared to what was required even a few years ago. While there may be no improvement in cleaning performance, the improvement would be a reduction in impacts on the environment because less energy is used to heat the water. And this would clearly meet the definition of “Green” as long as the impacts on performance and health are at a minimum compared to traditional hot-water cleaning.

But after reviewing some of the science that has been done to measure the “lifecycle” impacts of some cleaning products, there has been some eye-opening surprises.These studies added up the environmental impacts beginning with the extraction of the basic raw materials, manufacturing them into individual ingredients, and formulating them into finished cleaning products, which also included the impacts from the plastic bottles and cardboard shipping cartons, transportation from manufacturer to customer, product use, and ultimate disposal.

However, as my friend Scot Case of TerraChoice pointed out in their study titled “The 7 Sins of Greenwashing,” we should be aware of the “hidden tradeoffs.” In regards to cold-water cleaning, executive housekeepers should not accept the trade-off of a product or process that cleans effectively in cold water, but uses ingredients that are perhaps more toxic after disposal, higher in volatile organic compounds (VOCs) which can be inhaled and cause respiratory problems, or are otherwise more hazardous to human health and/ or the environment compared to the product or process being replaced.

Surprisingly, some of the biggest impacts were not from raw material extraction, packaging, or even manufacturing, but rather by a large margin the greatest impacts were from the energy used to heat water during hot water cleaning.

In discussing these findings with some friends at EPA and their technical experts at the Lawrence Berkeley National Laboratories, they confirmed that the energy savings resulting from reducing the temperature ofthe water was estimated to be three (3) times greater compared to using energy efficient motors in the appliances themselves - 3 times greater!

This highlights how valuable and significant the environmental benefits would be if we switched to cold-water due to the reduction in environmental impacts from reduced extraction of fossil fuels and emissions from burning them to produce the energy.

It also highlights how there are sometimes unexpected surprises as we learn more about our cleaning products and processes,especially when we take a holistic or lifecycle approach to thinking about it. And it also points out that some improvements are actually pretty easy.

However, it is important when considering cold-water cleaning that the cleaning task itself is done effectively. It cannot be acceptable to use “Greener” products or processes that simply fail to clean effectively since the lack of cleaning would fail to meet the most basic definition of “Green” and could put occupants health at risk.

And for clarity, effective cleaning is job one!

But today, there are new surfactants, solvents, chemical-free, and other technologies that allow soils to be removed in a fast and effective

Please know that this does not suggest that cleaning with hot-water is the major cause of a building’s energy consumption because clearly, it is not. But it is a contribution that can be made, and in this case, it is a contribution that executive housekeepers can and should make. And while the energy and related environmental benefits may seem minor, to a growing number of building owners and customers being able to reduce energy consumption is important.

So discuss this opportunity with suppliers and when there are options that both clean effectively, select the products and processes that clean with cold or cooler water. And while you’re at it, make sure the lights are turned off when leaving a room, turn-off electrical devices and some should actually be unplugged (or turn off the power strip or surge protector if using one), and if rooms are unoccupied, consider adjusting the temperature as there is no reason to waste energy on unoccupied space.

From cold water cleaning to turning off lights and computers to dozens of other little things, they all add up and these are simple and effective ways for executive housekeepers to make a difference. n

Steve Ashkin is President of The Ashkin Group, a consulting firm working to “green” the cleaning industry. Steve has been a leader in the Green Cleaning Movement since long before it was even recognized as a Movement. His efforts in pioneering many of the concepts that are now taken for granted has led to his being thought of as the “Father of Green Cleaning.” He can be reached at SteveAshkin@ AshkinGroup.com or visit www.AshkinGroup.com.

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H2O is the Go!

By Paula Hodkinson | bio-steam

Water is the universal cleaner, different forms of water excel at different tasks.

A

s we all know, water is the main cleaning agent that we all use every day.Yes it maybe dosed with various chemicals, yes it maybe hot or cold, it maybe used with pressure washers, but water it is, none the less.

There has been a quiet revolution taking place with cleaning over the last few years, water is being superheated and used as the ultimate cleaning system. Cutting water waste and chemical costs and bringing benefits to staff and clients.

What is it ?

Commercial Vapour steam cleaners typically superheat water to between 150ºC and 180ºC. At these temperatures water is under considerable pressure and curiously, becomes extremely safe.

The weird thing is that the higher you raise the temperature of water, the drier it becomes and the safer it is. We have all had the experience of reaching over a boiling kettle for the morning coffee and getting a wake up in the form of a scald instead. Even 30 cm from a kettle spout and you can still be branded.

Not so with this superheated water, despite its name, it is only hot for a few centimetres from the exit point and then is cool to the touch. Where it leaves the machine it is still in excess of 120ºC ,so special tools are designed to get the steam as close to the

surface as possible, before it loses its heat and energy.

Since it is so dry, the equipment uses very little water. Only 2- 3 litres of water per hour, of which one litre of water converts into 1500 litres of dry vapour steam.

Commerce Queensland calculated that a steam unit was over 95% water efficient when used in commercial kitchens.

Where would I use it ?

The list is literally endless. The equipment is used from kitchen, hospitality, accommodation and maintenance teams to Hospitals and Aged Care to Food Manufacture to Soil Sterilisation you name it steam is there somewhere.

•

Kitchen equipment – Degrease and sanitise equipment, floors, canopies

•

Tiles – Soap scum, grease on splash backs

•

Walls– Hand marks and spills

•

Floors–Grouting , tiles, spot staining carpets, gum removal

•

Mattress– Spot clean and sanitise

•

Quilts–spot clean

•

Air con filters– clean and sanitise

•

Windows and mirrors–streak free and stay cleaner longer

•

Door/Window tracks–removes grime and no broken nails.

•

Bedbugs-– Kills all life cycle www.bedbug.org.au

•

sanitising carpet and upholstery–mites, fleas, smells

•

bathroom detail – taps, toilets, showers, glass

•

BBQs – greasy spills, hot plate

In hotels and motels some uses are: •

Mould and mildew killing – temperature deactivates spores and kills bacteria

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H2O is the Go!

•

Spas and Saunas – degrease and sanitise, also releases body fats from surfaces

But where does the dirt go ?

Commercial vapour steam equipment incorporates three tools in one unit.

There is a built in wet and dry vacuum, a steam generator and a detergent injection system on all truly commercial machines.

The steam dissolves and moves the dirt, the detergent helps break it up and suspend it and the vacuum removes the fluids and leaves a surface clean and dry almost immediately. No more waiting for detergent to dry on floors, no need to close a whole area. Reduced risks of slips on wet floors is obviously desirable.

The other main technique is the use of steam mops and hand tools that incorporate microfibres to absorb the moisture and grime. Old towels are also great to use with steam so you can recycle those as well. The use of microfibres and steam can even be used to provide a clinical clean for hospitals and aged care facilities.

These applications call for more specialised tools in these environments but none the less work on the same principles.

Commercial steam units range in price from $2500 to $10k depending on the uses and life expectancy of the equipment. There are units that will last a few years there are units

that will last decades. As always you get what you pay for.

In summary, steam offers many benefits and versatility that is second-to-none.

•

Hygienic cleaning--- kills and deactivates virus and bacteria

•

Reduced slips and hazards associated with detergents on floors

•

Drastic chemical use reduction.

•

Huge water savings

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Staff and clients protected from chemicals

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One piece of equipment with multiple applications.

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Deep cleaning, in some cases allowing delay even cancellation of refurbishment plans.

Since man discovered fire, he started boiling water. Surgeons and Dentists use steam autoclaves for a reason, it works. n

When not in Utopia, linen is lost

By SHIRLEY DELABERBIS

If you ever lose one sock in your wash at home you might appreciate how in hotels that it also can become a question of just where some of your linen seems to disappear to.

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ecently I had one supervisor at a certain property that had purchased a rather large supply of personalised linen to be laundered.

What if self checkers are used by laundry businesses who can read and understand where all loads of linen come from and where it all has to be returned to. Is this too much to to ask for?

In the space of just one week of being used in the system; shock – horror – you would not believe how many of the newly purchased quality face washers had disappeared.

After all, the hotel that owns the linen has to pay to have to lose its own products on what often seems to be a regular basis.

No amount of looking around could account for their disappearance.

I’m sure such happenings do occur far too often for many hotels, which has one questioning whether or not to use inhouse linen or operate on a rental basis.

With large branded companies you have little option when it comes down to it and they have to usually maintain high quality standards at all times.

Some will surely believe I am being over harsh on this matter. But double and even triple handling by room attendants and house persons worried by this does have a flow-on effect that also adds cost to all involved, not to mention how time consuming it becomes.

In Utopia, the skies are always blue and the sun always shines, and the night time sky is filled with stars. We don’t live in Utopia, which is why I plead – just give us our linen when we need it -- today. n

How to police the incoming and outgoing products to ensure that what you send to be cleaned does return to where it came from can at times be an anomaly that I am yet to be completely happy with.

All the big brands in hotels and resorts usually launder their own linen to save on lost linen. This can be a rather large ask in the current era of outsourcing when every effort is being made to keep costs down without sacrificing quality.

Some operators in the industry have tried colour-coding. That is, using all pink linen, or another adopting only cream linen, and so on.

Is it absurd to think along these lines?

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The fight against back injuries in Housekeeping –

exercise and mechanical bed lifters before starting their physical work. Room Attendants enjoy this morning routine with lively music as an energizing way to start the day. The feedback is very positive and many hotels in Asia are now adopting this as part of the morning routine.

Housekeeping Staff at Disneyland Hong Kong warm up in the gardens before work!

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recent industry focus group research project1 considered bed making as a high risk manual task along with others such as lifting soiled linen and pushing a trolley over a poor surface for long distances.

One of the solutions proposed by the group was to install a mechanical handling aid, such as a bed lifting system to adjust bed heights to a workable level. In this same report the group mentioned that one of the barriers to installing such devices is a reluctance to make the investment.

The latest statistics are very clear. According to Konekt, an OHS specialist in Australia, 27.6% of total workplace injuries are to the back and shoulders.

Lycette & Associates has worked with many hotels on quality assurance and on the job training for Room Attendants where a proportion of time is spent on improving safe work practices. A great way to start is to encourage Executive Housekeepers to implement a 5 minute warm-up and stretching programme for Room Attendants

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Additionally mechanical aids will make the job easier and therefore reduce the risk of injury. The product we are familiar with is the Ezi-maid bed lifting system, an accidental invention by its owner, John Koorey.

While John was building his own hotel on the Mid North Coast of NSW he actively thought long and hard on coming up with a solution to save his Room Attendants from sore backs. From these humble beginnings of pleasing his own housekeepers, the Ezimaid bed lifting system has grown into a success story.

Ezi-maid is now installed in many hotels and motels throughout Australia. Most of these hotels are managed by their owners, who can see the direct benefits this system brings. Internationally, Sandy Lane Resort in Barbados has just completed a full installation and the Oberoi Hotel in Mumbai has just received their first order. The Ezi-maid bed lifting system has already been shipped to many countries all over the world including New Zealand, Germany, Norway, Japan and Taiwan. There is worldwide interest for the product, especially from India. And now the Ezi-maid system is also being installed in many non-surgical hospitals lessening the burden on nursing staff.

One of the most successful markets has been Singapore, which has now more than 19 hotels taking advantage of a grant from the Singaporean government to assist the employment of older workers in the hospitality industry, especially in housekeeping.

The older workforce phenomenon is apparent in many countries and in housekeeping with all its manual tasks, this can be challenging to say the least. To combat the risk of injury, while making the bed hotels can install bed lifting systems to make life a lot easier. The bed raises off the floor and away from the wall for easy access and bed making, it also allows for vacuuming under the bed without having to bend down.

Ezi-maid has been recognised by Work Cover (Australia). In fact, John Koorey’s hotel the Dorsal won a Work Cover award in 2008 for the best solution to an identified Health and Safety issue. But pressure needs to come from industry bodies, like Hotel and Housekeeper Associations, to get governments and hotel owners and management companies on board to support these mechanical aids as a standard feature in hotel rooms.

The challenge for John is to get through to the hotel owners, or those making investment decisions. John mentioned he finds that often they are not even aware that a product like Ezi-maid can assist in reducing injury and increasing productivity. n 1.

Workplace Health Safety Queensland

For more information on Quality Assurance or Safe Work Practices for Room Attendants contact Liz Lycette on liz@lycetteandassociates.com or visit www.lycetteandassociates.com

About Ezi-Maid Bed Frame & Lifting System The Ezi-Maid Bed Lifting System is a robust steel frame that is situated under each bed. Its compact height, 85 millimeter (3 inches) and powerful motor activates to lift the bed to waist height allowing the bed to be made in the standing position. The bed raises 570mm (almost 2 feet) off the floor and also the same distance out from the bed head allowing total access around and underneath the bed.

The hand held remote controlled Ezi-Maid Bed Lifting System offers many benefits, just to name a few: • • • • • •

faster bed making less back injuries cleaner rooms reduced recruitment costs workers compensation claims reduction. allows for bed making as light duties

For more information contact John Koorey on john. koorey@ezimaid.com.au or visit www.ezimaid.com.au

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Product News

Pacific Direct luxury toiletries now available from International Interior Images Phone 03 9673 1444 Email info@interior-images.com.au

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acific Direct, is a global leader in the manufacture and supply of luxury branded toiletries and currently provides bespoke amenity programmes to over 120 countries globally.As part of our ongoing to commitment to broaden our global reach, we are pleased to announce a new strategic partnership with International Interior Images, who will have exclusive distribution of our brand portfolio throughout Australia and New Zealand.

of delightful and seductive gifts are continually being unveiled - all reassuringly imbued with the quality and integrity that inspired its founder, William Penhaligon’s all those years ago. The Penhaligon’s hotel collection is made using only the finest and rarest ingredients and is presented in their signature bottle and is available in three ranges; Quercus, Blenheim Bouquet and Racquets.

Elemis ‘Defined by Nature, Led by Science’, the successful combination of natural active ingredients with cutting-edge technology has enabled Elemis to bring to market some of the most influential anti-ageing products and professional spa-therapies the beauty industry has seen. Made from organic extracts and pure essential oils the products are specifically created to dynamically treat the skin leaving guests feeling refreshed and revitalised. Presented in the unique aromatherapy bottle, symbolising purity and strength, the Elemis guest amenities range introduces a touch of spa-luxury and indulgence into the bathroom.

Asprey A visit to the Asprey’s flagship in Bond Street, London, immediately endows the visitor with a sense of heritage, authenticity and craftsmanship. Asprey’s reputation of exclusivity and individuality has become synonymous with opulence in every range they offer. Designers work on-site with only the very best materials to ensure Asprey creations are truly desirable and unique. Inspired by the house’s signature colour, Purple Water is the first fragrance by Asprey and is made from a blend of citrus scents with spicy undertones. The Purple Water guest amenity range too, is truly distinctive and unmistakably Asprey.

Penhaligon’s Since 1870, Penhaligon’s has pioneered fragrance innovation to ensure a very modern twist on their longstanding heritage. A plethora

Aveda Aveda is the largest producer of natural personal care products, manufacturing professional plant-based hair care, skin care, makeup, Pure-Fume and lifestyle products. Every ingredient involved in the production of Aveda is carefully sourced to provide the consumer with a luxurious experience whilst minimising the impact on the environment. Natural formulations contain plant and herb extracts and are packaged with recycled plastic bottles.

Recognised globally as a leader in its field, Aveda is a perfect solution for environmentally focused properties. The Aveda amenity collection will appeal to the most discerning guest who cares for beauty and the environment.

The White Company Elegant and sophisticated, The White Company is perfect for both contemporary and traditional interiors. Making a house a home comes from creating the perfect atmosphere. It’s about using flowers and scent to make our homes feel, smell and look wonderful. The White Company have therefore created a guest amenity range that makes a hotel room feel like home, bringing a sense of calm amongst our busy lives. The refreshing citrus scent and subtle and understated packaging will enhance any bathroom environment.

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Product News

Eartherapy™

Busy Nippers

Be environmentally responsible with Eartherapy™ a complete range of hotel guest amenities that are truly biodegradable. Featuring Eco Pure®: a patented, organic based enzyme additive, all contents and packaging in the Eartherapy™ range are truly biodegradable and fully recyclable.

Most hoteliers have glimpsed the disdainful looks from child free customers when kids are playing up in your hotel. Wouldn’t it be great if you could keep your little customers happy? Their parents would be more relaxed and so would your other customers.

Cleanse your conscience while providing your guests with a nourishing line of hair care and body spa products. We have ensured that all liquids and soaps meet EU biodegradability requirements, while maintaining quality formulations that nourish and hydrate the skin.

All packaging in the Eartherapy™ range has been designed to be biodegradable under normal landfill conditions*.

BOTTLES:

3 Made from PET with Eco Pure®.

3 They are recyclable and biodegradable in landfill.

TUBES:

3 Made from PP with Eco Pure®.

3 They are recyclable and biodegradable in landfill.

BOXES:

3 Made from recycled paper and printed with soy inks.

3 They are recyclable and biodegradable.

TRAY:

3 Made from a renewable resource.

Eartherapy™ guest amenities have been formulated using biodegradable liquids and soaps that are:

3 3 3 3

Free of Parabens Free of Mineral Oil Free of unwanted preservatives Contain nourishing botanical extracts

The activity bags can be utilised at check in with excited children, in room while Mum and Dad unpack or at the restaurants to keep bored children amused and allow your adult guests to relax.

The bags can be personalised with your own logo, theme or brand too( subject to quantity). It’s an effective and affordable marketing tool. For more information or to visit the Busy Nippers on line store go to www.busynippers.com.au or call the team on 07 5561 7072.

Modular Wet Wipes from Equipe Solutions Equipe Solution’s wall mounted and free standing wet-wipe dispensing stations are essential for Hygiene conscious environments including reception, kitchens, dining areas, bar, stores and engineering. They are particularly useful in hotel/resort gym and fitness centres as they allow your guests to wipe down and sanitise fitness equipment before and after use.

Their wall mounted dispenser system makes sanitising hands or surfaces quick and convenient. There are three types of wet wipes available for sanitising hands, surfaces and industrial wipes for heavy duty cleaning an de grease removal. The individual dispensers are labelled and colour codes to match the type of wipe.

The dispensers feature a top-mounted pop-and-grab lid which automatically reseals the dispenser between uses, keeping the wipes moist and hygienic. The wall mounted dispenser is attractive, tough and durable and lockable to prevent pilferage and contamination..

The Wall Mounted Dispensing solution and the Cleaning Station are available through distributors

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www.equipesolutions.net.au

Many hotels have now turned to Busy Nippers, the children’s activity bag specialist, to keep children busy and occupied. At only 95 cents per bag plus GST and delivery, the activity bags are great value and include a pack of 4 crayons, laminated sticker scene and stickers, 6 puzzles like dot to dot and word search and a set of stencils or jigsaw. The activities all come in a themed colourful bag that the children take away with them.

Equipe also offers The Cleaning Station, which is a free-standing dispensing system that can dispense wet wipes or centre wipe dry towelling. The Cleaning Station also features a convenient dispenser for hand sanitiser, a built in rubbish bin and handy shelves for storage of cleaning aids such as gloves and spray bottles.

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throughout Australia and New Zealand. For more information contact Equipe Solutions on 1300 788 250 or +61 8 8343 1585.

The freestanding cleaning station can be conveniently located in lobbies, foyers, office and fitness centres

The wallmounted wet wipe dispensing system is perfect for kitchens, bars, fnd food handling areas

Protect·A·Bed® celebrates 30 years of mattress protection!

Protect·A·Bed®, the originator of waterproof mattress protectors, celebrates 30 years of success with its status as the number one selling mattress protector worldwide and representation in 29 countries!

Protect·A·Bed® was started in South Africa in 1980. David Kaplan, Managing Director and inventor of the Miracle Membrane®, set out to make a product that would provide waterproof protection.

After years of research and development effort, the Protect·A·Bed® Premium product was created in its current and effective form.

17 years ago, David immigrated with his family to Australia and today, is a proud Australian manufacturer.

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Product News

Performance Series – Quality and Value Designed to meet the need for a quality sleep set at a value for money price, whilst not sacrificing on comfort. Available in a wide range of comfort choices and backed by the Sealy Brand, you can be assured your customers will have a restful night’s sleep.

Today, with the Healthy Sleep Zone Solutions™ range, Protect·A·Bed® now provides solutions beyond water and stain proofing with brands that provide a healthy, hygienic and comfortable sleep environment for a range of sleep-health concerns.

Protect·A·Bed® Healthy Sleep Zone Solutions can assist with the following hospitality concerns: •

Staining of mattresses

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Bed bugs and dust mites

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General hygiene – ensuring the mould and bacteria that breed in mattresses and pillows are kept out of harm’s way.

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Accidental spills, bodily fluids.

David Kaplan attributes the company’s success to the team’s focus and dedication to provide complete customer satisfaction and Protect·A·Bed®’s promise and assurance that they will not compromise on quality or service. www.protectabed.com.au

Sealy Commercial’s New Range Launch

Sealy Commercial have a long history in providing quality service and superior products that can be tailored to reflect the individuality of each property.

With the addition of textured linen look fabrics to the designer base collection, EziCare options to minimize room down time, as well as zip bed and low profile options available to maximise the flexibility and appeal of any room.

We understand that buying accommodation bedding is a large investment that can significantly impact the satisfaction of your guests. That is why Sealy Commercial has dedicated representation in each state and five manufacturing plants throughout Australia to provide exemplary service and products wherever it is required. Our customer support is ongoing, as we at Sealy understand that your success is our business.

The new Sealy Commercial Range will be launched in January 2011. Call us on 1300 780 150 to view the range.

Vm3 Purefier Vm3 Purefier supplies state of the art products providing the solution to control moisture, malodour, volatile pollutants and microbes including pathogens in air.

Sealy, Australia’s most preferred bedding brand is introducing a contemporary new Commercial Range to the market, launching in January 2011.

Vm3 Purefier products are applicable to almost any odour problem including, but not limited to aged care facilities, funeral homes, hospitals, hotels, schools, waste bins, medical waste, volatile organic compounds, industrial emissions, chemical and body fluid spills.

Building on our strong partnership with the leaders of the accommodation industry, Sealy Commercial is focused on developing improved bedding solutions to cater to the current industry needs. With fire retardant fabrics, contemporary finishes, new commercial grade foundations, and an extensive range of comfort levels, you can trust Sealy Commercial to provide a customised bedding solution for your property.

The products eliminate malodour, control moisture and malodorous gases, are antibacterial and antifungal to United States health system standards, slow decomposition, capture and reduce volatiles, control malodorous liquids and significantly reduce poisonous and explosive gases including methane, hydrogen sulphide and ammonia. They are also suitable for the control of mould, mildew and malodour in damp areas of buildings such as basements.

The New Sealy Commercial Range consists of two technologies designed to provide quality bedding that is suitable to all properties and budgets:

Independent laboratory tests show that Vm3 Purefier products are suitable for the control of the following bacteria and fungi, these being five of the major causes of, amongst other things, hospital acquired infections:

Sealy Posturepedic Dynasty Series – The Best in Luxury Built with our Sealy Posturepedic Innerspring technology, the Dynasty Series combines the best in orthopaedic research to provide a sleep system that is superior in design, looks and quality for you and your customers.

BRAND NEW “Chateau” Style Bed Runner from HotelHome Australia HotelHome Australia is proud to be continually introducing innovative & commercial quality bedcovering options to the Accommodation Industry.

One of the latest products to be developed by HotelHome is the “Chateau” Quilted Bed Runner.

This Bed Runner will instantly update a tired bed & add an extra element to the overall Bed Presentation.

The “CHATEAU” Bed Runner

Designer Styling Designed & Manufactured in Australia offering a designer look by using Narrow Channel Quilting which runs across the bed. Fabric samples of available designs/colourways are available upon request.

Commercial Quality This Bedcovering style can be produced from a large selection of fabric designs within the HotelHome “Paragon” Fabric Collection. The “Paragon” quality fabric is designed and woven in Australia specifically for use as Commercial Bedcoverings.

Fully Washable The Chateau Bed Runner is machine washable and the “Paragon” fabric quality, used to produce this bedcover, is colourfast.

Co-ordinating Accessories The HotelHome Designer Cushions (which are available in assorted sizes & styles) are available in fabric designs to co-ordinate with the Chateau Bed Runner. This product also works back with the HotelHome PQV – Picket Quilted Bed Valances.

For more information on the Chateau Bed Runner please contact HotelHome.

• Aspergillus niger • Candida albicans • Pseudomonas aeruginosa • Staphylococcus aureus • Escherischia coli Vm3 Purefier products are available as pads, filters, or in bulk form, are mineral based and biodegradable.

Application is energy free.

Telephone : 1800 HOTELHOME (1800 468 354) E-mail : sales@hotelhome.com.au Website : www.hotelhome.com.au

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Product News Weatherdon Hotel Supplies For over 30 years, Weatherdon Hotel Supplies has specialised in supplying accessories for the accommodation industry. Their extensive product range offers clients “One Stop Shop’ purchasing for all room and apartment requirements as well as items for all areas of the establishment.

Weatherdon’s have always supplied a range of electrical items, and for the past six years, have supplied the Weatherdon brand of kettles. These kettles were rebranded ‘Nero’ with the introduction of toasters and sandwich presses two years ago.

This range was specifically designed for the hospitality market featuring timeless designs, easy clean features and reliability.The idea was to offer a range that would be ongoing and not be subject to seasonal changes.

The Nero items cater for all budgets from caravan parks to apartments to 3 - 5 star hotels. Currently the range includes kettles, toasters, irons and sandwich presses.

NATURAL EVOLUTION Combines luxury Body Care with Biodegradable Products and Packaging Renowned for its innovative and up-market selection of toiletries, Swisstrade Pty Ltd is addressing the environmental impact of our hospitality industry with its latest bathroom amenities collection.The new NATURAL EVOLUTION range is especially designed to minimize the environmental foot print and to cater for today’s eco conscious hotel guests.These luxury toiletries are the ideal solution for environmentally responsible hotels and motels, as well as eco aware resorts and serviced apartments.

The global accommodation industry is estimated to dispose of over 10 Billion (10,000,000,000) pieces of packaging from bathroom amenities every year with alarming environmental consequences. This has inspired us to create NATURAL EVOLUTION - a luxury amenity range, which is not only recyclable, but also biodegradable. The portion sizes are kept small, in order to reduce wastage and the packaging is recyclable and attractive.

The natural degradation of plastic (polymers) occurs very slowly and usually takes 100’s or even 1000’s of years. NATURAL EVOLUTION toiletries however, are packaged in revolutionary biodegradable plastic tubes, the first bathroom amenities packaging in Australia to contain the ingredient Reverte™.

Developed and patented by scientists in the UK, Reverte guarantees plastic to biodegrade in a few short years (compliant with ASTM D6954). Due to the trigger mechanisms in Reverte the plastic starts

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to decompose when the product is discarded or disposed in landfills.

When exposed to sunlight, oxygen and/or heat, the tubes and caps are initially broken down through oxidation and ultimately become available for microbial digestion. The end products of this “oxobiodegradation process” are carbon dioxide (CO²), water (H²O) and biomass.

To compliment the biodegradable tubes we packaged our NATURAL EVOLUTION accessories in recyclable card packs and used internal paper sachets, eliminating any plastic or cellophane wrappers.

All NATURAL EVOLUTION cosmetic products are made from carefully selected ingredients, they are biodegradable and include Aloe Vera extract.

The Aloe Vera plant contains over 160 beneficial nutrients and has therefore been used for medical purposes for over 2000 years. This sophisticated and natural amenities range with its soothing fragrance and relaxing effect of Aloe Vera, will gently cleanse and moisturize the skin and restore your hairs’ natural vitality.

We believe the reputation of hotels or resort is influenced by the quality and presentation of bathroom amenities. We would be delighted to assist you in pampering your guests with our superior bathroom products, making their stay an enjoyable and memorable one - whilst caring for the environment.

For further information on our selection of products we invite you to visit our brand new website, or call Swisstrade Pty Ltd on (02) 9979 1500, fax on (02) 9979 2555 or contact our selected distributors in your state.

With irons just added to the range and more exciting products due for launch in the next few months, the ‘Nero’ brand is the one to watch! The full range is available for viewing on their new website www.weatherdon.com.au For more information contact R. Weatherdon Co Pty Ltd on: Ph: 02 9906 2202 Fax: 02 9906 3466 Email: sales@weatherdon.com.au Web: www.weatherdon.com.au

RainbowAir RainbowAir Activator 500 was designed for small environments and medium odour control applications.

Boardrooms, hotel/motel rooms, offices and restrooms are a few typical areas for use. Depending upon the room configuration, air 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.

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 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: 1300 132 074 or email: sales@rainbowair.com.au