Eh17 2 issuu by Adbourne Publishing

The Executive

HOUSEKEEPER

Vol 17

No 2

PP322210/00016

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Publishers LETTER

atching the rain and chill outside can make us appreciate our warm hotels during these winter months! I hope that you are cosy as you flick through this latest issue of Executive Housekeeper. Our front cover and picture spread is the eccentric and inspiring QT Sydney as we show you the criticallyacclaimed designer boutique hotel. QT Sydney lies within the historic Gowings and State theatre buildings and we also chat with its Executive Housekeeper Kevin Lucas. We also look into a pervasive issue for Executive Housekeepers: how to recruit and motivate staff. Turnover in the housekeeping industry can prevent the smooth functioning of the department but the enclosed article should leave you with a few ideas up your sleeve. Bed bugs and sustainability are also on the agenda. We tackle these ‘invisible issues’ beneath the surface and also

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  

Editorial Contributor Thomas Johnson

Thanks to Michel Theriault we also pit hand towels against dryers to determine which product is the best for sanity and practicality. Guests are usually divided between which they prefer so his article makes for interesting reading. Thanks to Liz Lycette for her normal contributions and Judy Jankovics for her excellent article on managing an ageing workforce. We also take you up to a warmer part of the country: the Gold Coast for a profile with Wendy Robson, Executive Housekeeper of Sea World Resort. Hope you enjoy this issue. Regards Neil Muir

View The Executive Housekeeper online now! Visit www.adbourne.com and click Executive Housekeeper

Adbourne Publishing 18/69 Acacia Road Ferntree Gully VIC 3156 PO Box 735, Belgrave, VIC 3160 www.adbourne.com Editorial Consultant Max Agnew

have a follow up to the successful use of microfibre at the Radisson Blu Harbour Hotel in Sydney

ADVERTISING Melbourne: Neil Muir P: (03) 9758 1433 F: (03) 9758 1432 E: neil@adbourne.com Adelaide: Robert Spowart P: 0488 390 039 E: robert@adbourne.com

PRODUCTION Emily Wallis T: (03) 9758 1436 E: production@adbourne.com

Marketing Tania Lamanna T: (03) 9500 0285 E: tlamanna@bigpond.net.au

Administration Robyn Fantin T: (03) 9758 1431 E: 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

Adbourne Publishing reserves the right to refuse any advertisement without stating the reason. No responsibility is accepted for incorrect information contained in advertisements or editorial. (The editor reserves the right to edit, abridge or otherwise alter articles for publication). All original matter produced in this magazine remains the property of the publisher and cannot be reproduced without authority. The views of the contributors are not necessarily those of the publisher.

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Contents 8

PEHN News

11 SEQPHA News 12 PHAN News 16 Managing an Ageing Workforce 18 Décor Disasters 21 Recruiting and Motivating Staff 24 Clean Up on your Sustainability and Health Goals 26 Review of Microfibre use 28 New Housekeeping Demo Lab 30 Australian Carpet 34 Welcome To QT Sydney 36 Wendy Robson Profile 38 Kevin Lucas Profile 40 Jani-King’s chosen when there’s room for improvement! Company Profile 42 Can Bed Bugs be Prevented? 46 Colour-Coding for Health 48 Thinking Outside the Box 50 Hand Towels vs Dryers 53 From Basics to 5 Stars and Beyond 54 Hotel Beds something to think about… 58 The Instant World 60 Annelyse Dufour Interview 64 Managing Food Waste Effectively 68 Advances in Gloss Levels 69 Product news

The Executive

HOUSEKEEPER

Cover images show QT Sydney Vol 17

No 2

PP322210/00016

PEHN NEWS PEHN Mini Trade show, on the 16th July @ Crown Promenade hotel

Lisa McGilvray (Madame Flavour), Jocelyn Ng (Metwood), Dorothy Vella (Crown Promenade)

EHN Mini Trade show held on the 16th July @ Crown Promenade hotel was a great night attended by a mix of people from Executive Housekeepers, General Managers, Purchasing and the suppliers who participated on the night, please see list below. The night kicked off with a welcome from the President Marian Stratford, thanking

Jacob Tarszisz (Bluestone Recruitment), Marian Stratford (PEHN President)

Trang Le (RACV Club), Ralston Brohier (Interclean)

everyone for their continuing support of PEHN and the events each year. This years attendance numbers has increased again! Some suppliers had to be turned away due to lack of space. This event just get’s bigger each year. Marian also mentioned that the next event is a tour of South Pacific Laundry – August, the International Housekeeper’s Week

in September; one of the activities in this event will be a Mini Olympics (we like our Mini events), with representatives from different hotels competing at different games such as, toilet paper throwing. In October we have the Annual General Meeting and then the much awaited Christmas Party in December. If you need more information about this events please do not hesitate to email pehn on pehn.aus@gmail.com or check the website www.pehn.org 

Concept Amenities

Kath Coen

kath@conceptm.com.au

Cox Engineering

Robert Cox

robert@rjcox.com.au

Hospitality Textiles

Rob Greig

rob@hospitalitytextiles.com.au

Interclean

Ralston Brohier

ralston@interclean.com.au

International Interior Images

Val Harding

val@interior-images.com.au

Jasol

Joshua Teuma

joshua.teuma@gwf.com.au

M Cohn & Associates

Dorthe Jantzen

sales@mcohn.com.au

Madame Flavour

Lisa McGilray

lisa@madameflavour.com

MB Designs

Marie Brereton

marieb@mbdesigns.com.au

Metwood

Jocelyn NG

jocelyn@metwood.com.au

Odour Mgmt

Peter Pizzoferrato

peterp@interchem.com.au

Promocean Australia

Tony Gliatsos

tony@promocean.com.au

Hotel Agencies

Margaret Moore

margaret@hotelagencies.com.au

Sealy

Simone Tomas

stomas@sealy.com.au

Technology4Hotels

Brendon Granger

Brendon@technology4hotels.com.au

Vicki's Bickies

Rosalie Silberman

info@vickisbickies.com

Weatherdon

Mark Whyte

markw@weatherdon.com.au

THANK YOU! O N B E H A L F O F T H E E N T I R E CO N C E P T A M E N IT I E S FA M I LY, IT G I V E S M E E N O R M O U S P L E A S U R E TO T H A N K YO U , T H E H O S P ITA L IT Y CO M M U N IT Y, FO R YO U R A M A ZI N G S U P P O RT A N D E N T H U S I A S M FO R O U R WO N D E R F U L P EO P L E A N D P R O D U C TS FO R T H E L A S T 3 0 Y E A R S . W E LO O K FO RWA R D TO CO N T I N U I N G TO I N N OVAT E A N D I N S P I R E T H I S E XC IT I N G I N D U S T RY FO R M A N Y Y E A R S TO CO M E . M I C H A E L M AT U L I C K , C EO

CELEBRATING

YEARS

198 3 - 20 13

CA_EXHK_120413

FOUNDING SPONSOR OF:

SEQPHA NEWS

by Libby Sharp, president

very day we live our lives healthy and having fun with our families and friends, but sometimes we need to stop and understand the people with a serious illness and how overwhelming it is to them, wondering how to face the challenges associated with the illness, especially the fear and the impact it has on their families. Learning about the emotional, physical and spiritual changes and where to turn to for help. 13th July, 2013 the SEQPHA held our favourite event of the year our Race Day at the Gold Coast Turf Club with 88 in attendance. This is the event that we raise the most money for our charities. It was an amazing day, the sun was shining all day, we had a room full of amazing people and all willing to assist our three amazing charities, Ronald McDonald House, the Currumbin Wildlife Sanctuary and of course our own charity which is called “We make it happen”.

Street Dry cleaners who won the award for the best dressed male and female on the day. Back in May we had our Mothers day breakfast at the Sofitel which was held around the pool deck at the Sofitel. The only problem, it decided to rain and we did get a little wet along with the tables and chairs. Our next event is in August with Breakfast at the Emporium Hotel in Brisbane and in September we are all looking forward to having our Trade show at the Intercontinental Hotel at Sanctuary Cove. On a last note to all Housekeeper’s in all states, contact Ronald McDonald House and offer assistance, they do an amazing job. 

We had Bebe from Ronald McDonald House in Brisbane who spoke about the wonderful services provided by Ronald McDonald House. It was amazing how they take care of the families and provide meals and accommodation for them. We have two members who are also going through chemotherapy and blood transfusions and it was so lovely to see them both there on the day smiling and supporting our charities. We raised $3,500 on the day with raffles, auctions and a wonderful bed which was kindly donated by A.H. Beard and won by Poppi who is a Committee member of the association. Speaking for our Committee and all our members it really gives us so much pleasure to be able to assist these charities, and again it cannot happen without the assistance of our Suppliers and Housekeeper’s who donate prizes for our raffles. Congratulations Karen Ravonokula from One Step Further Training school and Marcus Walker from Upton

PHAN NEWS THE AGEING WORKFORCE AND A DEATH IN THE HOTEL

Enterprises, specialises in safety, security and emergency procedures management. George focused on one specific matter – handling a death at your property.

t a recent Forum for members of PHAN two unusual subjects were the focus for a very interesting and informative evening.

biological ages can be an interesting exercise – learning to work smarter is just one of the “new tricks” open to an old dog.

Committee Member Helen Hofman hosted the forum at St Marys Cathedral meeting rooms. This in itself was a special treat – not open to the public generally, we were treated to enjoying this very elegant setting for our educational evening.

Trends in the workforce will lead to more older workers and the forum presented some thought starters and case studies for development of strategies to manage this changing work force.

Yes, you can teach an old dog new tricks That was just some of the good news from Judy Jankovics of Injury Treatment, an occupational injury management service provider. Judy presented the facts of ageing and dispelled some of the myths. Comparing our chronological and

If you would like to know more about this subject please contact Judy Jankovics direct at www.injurytreatment.com.au and see her article in this edition, page 16.

Death on Site – what to do if/when it happens

Many Housekeepers will have to deal with this issue at some time in their career – be it a guest or staff member. There are statutory requirements we need to know, and wider impacts on staff and the hotel operation that can continue long after. George took us through an interesting and informative discussion on how to best minimise the fallout of such an incident. Be prepared yourself, have a communication plan – who needs to know, inform and train your staff, have the name of a good counselling service in your diary. If you would like to know more about these matters, please contact George direct at www.neutralzone.com.au 

The second presenter at the forum, George Livanios of Neutral Zone

Professional Housekeepers visit Manly International College

arlier this year 22 members of the Professional Housekeepers Association of NSW accepted the invitation to inspect the facilities and surroundings enjoyed by students of the renowned Manly International College of Management. Faculty staff, Jan Read and Melissa Roughly, presented an overview of the housekeeping component for the Hospitality undergraduate programs, to the intense interest of an august collection of Executive Housekeepers and Supervisors. A strong vote of

confidence was given to the content and relevance of the material presented. The ethos of the college as they train and mentor international students is to foster a passion for the profession of Hotelier. This provides freedoms and involvement in local community at many levels. On route to achieving high academic goals – the opportunity to serve the community is a very present value. The college manages work placement partnerships with many Sydney hotels.

Senior students were preparing for a Gatsby event the next day and the visitors were impressed at the décor and the entire event creation, management, planning, budgeting, resourcing – a student responsibility from start to finish. Very impressive. We were told that Nicole Kidman and Keith Urban had their wedding and reception at the college – now that would be a fantastic milestone to flag on your college c.v.  Photos available on web site: www.phan.org.au

PHAN NEWS PHAN members visit two outstanding new properties.

irst call to QT, a funky, different, exciting new property – covering The State Theatre and the Gowing Building on prime George and Market Streets downtown city location. Both buildings are heritage listed, gorgeously so. As Housekeepers, our hearts went out to Kevin Lucas and his colleague Clara, as we looked at the artworks, décor, the beautifully restored Gothic features – the new technology and quirky artefacts. What a challenge and responsibility to care for this blend of new and antique furnishings, fabrics and art. (See photo spread pages 34-35). Wow is an understatement for this amazingly bold newest property in town. Kevin and Clara – thanks so much for showing us front and back of the house. Open for less than a year – we wish you great success

as you establish a top spot on the Sydney scene. And a big thank-you for the offer to PHAN members of a 20% discount at the outstanding Spa. Then down to Darling Harbour meeting up with Kevin Bell and Sharon at the newly renovated Parkroyal. And what a major renovation has been achieved at this long established popular property. The lobby is clean and uncluttered creating a great impact of vast space and simplicity of design. The long established tradition of timber has been retained, but in a completely new modern look – with highly textured blackened panelling. Looks fab. The new look guest rooms all take advantage of the fantastic location with breathtaking views over Darling

Harbour. The full fit out of bathrooms and guest rooms gives a complete new look – modern, chic and fresh. Well done Parkroyal and best wishes to Kevin and Sharon with their great team looking after a brand new property, at the same address. The evening was a great success, in fact over-subscribed with a waiting list. There is such high level of interest with our members to check out the new places in town. After enjoying a pre dinner drink courtesy of Parkroyal (thank-you very much Kevin) we all adjourned to a local Korean BBQ restaurant for a great dinner and chat comparing properties, challenges, room allocations, work loads for attendants – and all that good stuff that we Housekeepers talk about when we get together.  Check the website for fabulous photos.

Professional cleaning with discreet performance. At Kärcher we don’t just think about our customers, but also our customers’ customers. Hotel guests that don’t want to be disturbed and hotel managers that care about the ambience and cleanliness of their hotel above all else. People who want to clean in a reliable and economical manner. Buy, rent or lease options available. Kärcher eco!efficiency – achieve more with less.

www.karcher.com.au

Contact Victoria, South & Western Australia & NT: 0419 184 717, New South Wales: 0437 933 453, Queensland: 0400 971 753

Managing an

Ageing Workforce by Judy Jankovics, Training and Corporate Health Specialist, Injury Treatment Pty Ltd

here is no doubt that the Australian workforce is ageing. The proportion of older people in the population is increasing and we are remaining at work longer to meet the demands of the cost of living. When you consider that the 45-plus age group which comprised 32% of the workforce in the 1980s has now reached up to 85% in the last 10 years, employers canâ&#x20AC;&#x2122;t control the reality of the future workforce composition. The challenge for employers is how to proactively manage their ageing workers to minimise the potential for workplace

psychological and physical illness and injury. Soâ&#x20AC;Śwhat can you do? Letâ&#x20AC;&#x2122;s start by exploring some of the changes the ageing body goes through to understand how this may impact on workplace health and then consider some management strategies to adopt to address the problem.

Physical Changes with Ageing The major physical changes that occur with ageing are the loss of muscle mass and the loss of elasticity and increased wear and tear of our tendons, ligaments, discs

and joints. For the housekeeping industry this loss of muscle mass reduces our strength and speed of movement which may result in workers having increased difficulty performing the heavier aspects of their job, completing all tasks at the required pace or losing their balance and increasing the risk of trips and falls. The loss of elasticity means that older workers are more likely to injure themselves and/or take longer to recover from injury than younger workers. It is important to remember, however, that although a degree of this decline is considered an inevitable part

of ageing, it is clearly accelerated by physical inactivity, disuse of muscles and inadequate protein intake. Those that perform strengthening exercises and lead a healthy and active lifestyle are less likely to be affected by the changes of ageing and to continue to meet the requirements of their role.

Chronic Illness and Ageing Chronic illnesses such as heart disease and diabetes have been historically considered as a problem of older age. However, when we consider that the major risk factors for these conditions are lifestyle based (i.e. smoking, poor diet, physical inactivity, obesity, stress) it is no surprise that we are now seeing these illnesses in a much younger population. The presence of these illnesses in older workers may be a combination of ageing and the reduced elasticity of the heart muscles along with the long term effects of poor lifestyle choices. For the employer, the reduced fitness levels brought about by heart disease may impact on a worker’s ability to undertake the physical and psychological demands of their work along with the potential increased need for sick leave. For those with diabetes, sensation may be altered and recover from injury is slowed.

Psychological Changes with Ageing As we age we are more likely to become vulnerable to depression and anxiety as a result of adjustment disorder. Let’s face it. No-one wants to get older and the challenges of our life experiences can increase the risk of psychological difficulties. The effects of cumulative grief, the loss of a spouse or family member, isolation and ageism can all contribute. The impact is greater for those of us who are not resilient and the challenge is there to ensure that we lead meaningful and well-balanced lives ensuring that we maintain relationships, set goals and remain engaged in activities that increase our self esteem. Workers who are not resilient do not bounce back as easily

from physical or psychological illness or injury.

Management Strategies With all that in mind, what can the employer do to manage their ageing workers and reduce incidents, the associated lost time at work (both in sick leave and workers’ compensation claims) and the cost of claims? If you consider that we are ALL ageing and that we want to retain our staff then a 30 year old worker today is going to become a 50 year old and may still be required to perform the same physical tasks. Employers need to take a proactive approach to build upon the strengths and protect against the vulnerabilities of workers as they age. The approach needs to be one of assessment and analysis of the current challenges, the implementation of a program to intervene and address the identified problems and then regular evaluation and improvement of the program. 1. Assessment and Analysis The first step for employers is to gain an understanding of their current workforce needs – reviewing illness and injury trends with regard to an ageing factor/specific work task or area and assessing the current physical and psychological health and lifestyle status of their workforce. These assessments may identify (among other things): • Areas of skills and experience and any future training and recruitment needs • Opportunities for progression of job roles to more “suitable” tasks as workers age, flexible work arrangements, social activities • The need to address developing health issues in the workplace • Work areas, tasks or individual workers that require further investigation 2. Intervention and Implementation: The findings of the assessment and analysis of your workforce will determine the intervention strategies required. For example:

• Are you concerned that your workers are not meeting the demands of their work as they age? • Are your injuries related to manual handling and the repetitive nature of housekeeping? • Have you had an increase in the number of workers with chronic illness or psychological injuries and has this affected your sick leave and absenteeism rates? 3. Evaluation and Improvement Whatever intervention measures you have adopted it is important that they form an integral part of your business operations; a band-aid approach will have little to no impact. Your program then needs to be periodically re-assessed to measure it’s effectiveness and to identify areas of improvement. Reviewing indicators such as absenteeism rates or workers’ compensation costs would allow you to start measuring the cost savings from your initiatives.

The Time is NOW As they say, “time waits for no man” and this is never truer than in the context of ageing! The problems of the ageing workforce will not go away with a “head in the sand” approach. Be proactive and do something NOW! As a Training and Corporate Health Specialist with Injury Treatment Pty Ltd., my role involves assisting employers to prevent workplace illness and injury. I work with employers to diagnose their specific needs through gap analyses, risk assessments and health checks (to name a few) then develop innovative and tailored programs to address any concerns identified. I am a physiotherapist with post graduate studies in Lifestyle Medicine who has been working in the field of occupational health for over 11 years. My areas of specialisation are ageing, obesity and health promotion and I am passionate about encouraging the adoption of healthy lifestyles.  Please contact me if you are interested in understanding more about how you can manage your specific workplace challenges. Email: judy.jankovics@injurytreatment.com.au

Décor Disasters

by col nation

In my specialty cleaning business on the Sunshine Coast I am often asked to clean or fix some difficult or unusual situations.

early every Monday I would get called to one particular resort that held conferences and supplied accommodation to guests in a multi-story building. The individual units were owned by many different people and the in-house housekeeping service maintained the units to a very high standard. The penthouse units were often used for hosting corporate parties

and hence the drinks and red wine flowed and often was spilt on their plain coloured, beige, pure wool carpet, and this is where I come into the picture.

finally chose, after consulting colour and texture charts and who knows what, was a polished marble tile. “We’ll stop that waste of money on carpet spotting” they thought.

After about two years of paying me to attend this same unit nearly every two weeks to remove spots of red wine and a variety of other spots and stains to keep the place looking great, the owner called in an interior decorator to choose a new flooring so they no longer had to pay me to fix their carpet worries. I think the decorator’s fee was as much as they spent on stain removal in a year and the flooring they

Well the red wine flowed again after the expensive flooring was eventually installed and the very first Monday I was called in because housekeeping couldn’t get the red wine stains off the beautiful new marble floor. “Col can you help us please” was the desperate call I received. Red wine contains acids, and it’s those same acids that give it the

bite that lovers of red wine enjoy so much, along with the natural tannins and dyes that give it the colours and flavours. Marble is just Calcium Carbonate and red wine is acidic. When you mix these two together you get a chemical reaction that eats away the surface as it releases carbon dioxide. You may remember in science class mixing vinegar red food colouring and baking soda to create a red frothy reaction that spewed ‘lava’ from a paper mache volcano. The marble is also quite porous so it absorbs the colours of whatever was spilt and any acid content etches away at the glossy surface. Well I was able to de-colour the red wine stains but the dull surface was not restorable with cleaning or stain removal and required the services of a hard floor expert to re-finish the flooring to restore the shiny finish. The cost of the very first repair exceeded my cost to spot clean the carpet for nearly a year. It was less than a month old at the time. I am often faced with upholstery that has similar issues. Decorators choose fabrics that look good and rarely consider what happens when spills or soiling occurs. Dyes that run or simply change colour from sunlight or oxidation, textures that change, and even fibres that are damaged from spills of everyday beverages such as fruit juice, tea, coffee and of course the inevitable red wine. Fibres obtained from plants can also be problematic. One particular fibre is rayon, sometimes called ‘viscose’. This fibre is made from re-constituted plant sugars that can be obtained from waste plant material or wood chip. This is almost like paper and is very weak when wet. It can also easily sustain chemical damage and will produce a brown discolouration when wet with pure water, so it doesn’t stand a chance against red wine or even beer. Linen is also another fibre that can be difficult to deal with. It is not to be confused with the cotton sheets and towels that are often referred

to as linen. True, unbleached linen fibres are obtained from the stem of the flax plant and as such, contains high levels of its own tannins. Tannins are like the glue that holds the plant cells together. We find it in high concentrations in fibres obtained from structural parts of the plant. It is found in high concentration in the grape skin that helps give red wine its colour. Removing a red wine stain, from a fibre that also contains high concentrations of tannins, is a real nightmare for a cleaner, even a specialist such as myself. The tannins give unbleached linen fabrics that natural creamy colour is easily removed by the chemistry required to remove red wine stains. So I guess my point of this is that we should look beyond the colour charts and sales spiel of the providers and ask some questions about the surfaces we are expected to maintain for the years ahead. “Can I clean this with normal water based cleaning procedures or do I have to only clean with special dry cleaning

solvents that will require closing off the entire floor and shutting down air conditioners for two days while the fumes clear the building? Will spills of beverages cause permanent damage to the surface or fibres? What is the correct maintenance procedures for the finishes and do I have to purchase specialised equipment and chemicals to maintain the flooring or upholstery?” are questions we should ask before committing to the expense of new furnishings.  Col Nation is the owner of ABBsolve Services, (www.abbsolve.com.au) a specialist upholstery cleaning and stain removal service on the Sunshine Coast in Queensland. He also runs Nation Training (www.nationtraining.com.au) which provides specialised training in the field of carpet and upholstery maintenance. Nation Training provides training in Australia and New Zealand for the WoolSafe Organisation. Colin was the author of the draft of the Australian Standard for upholstery cleaning which was published as A/NZ Standard 4849.1 in 2003 and this year was elected President of the Individual Cleaners Association of Australia and New Zealand (ICAN).

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Recruiting and Motivating Staff

via sustainability by Bridget Gardner

Sustainability is often used as an effective promotional tool, or incorporated into an efficiency drive, but can it help to recruit and retain good workers? If the answer for your hotel is no, then perhaps you should be asking your staff why not. Involving employees According to a recent international survey, there has been a significant shift in employee attitudes and career decisions relating to sustainability.

Of the 750 respondents, 60% said they care more about the topic now than they did three years ago, with almost as many saying that working for a sustainable business was

extremely important to them. â&#x20AC;&#x2DC;The big green talent machineâ&#x20AC;&#x2122; survey and report authors, Bain & Company1 found that sustainable practices have

become an important means of attracting and motivating talent. A key finding of the report was that despite clear evidence of employees’ growing interest in sustainability, many companies were missing this opportunity by failing to engage them. The most successful sustainability leaders all involved employees in designing and implementing their programs. When managed well, they have not only improved financial results, but have resulted in greater employee loyalty and engagement. Please don’t think this applies to the corporate sector or upper management only. In a recent survey, Fresh Green Clean asked 80 cleaning personnel from Achievement Cleaning Services P/L to rate how much prouder they would feel about their job if by changing their procedures they could help university students and staff improve recycling rates. A huge 57% strongly agreed that it would, 27% were positive about it, and only 2% stated it would make no difference. 39 of the 80 cleaners volunteered their own suggestions.

Following the leader’s example Translating goodwill into sustainable, and profitable action, requires more than a survey – it needs a plan. Bain & Company highlighted three central characteristics of the leading companies whose sustainability practices were paying dividends in terms of recruitment and staff retention, which we will then explore. • They challenged their employees to find ways to embed sustainability through their whole operations, • They held their employees accountable for the way they conducted their daily practices and reinforced that responsibility through reporting requirements and by providing compensation, and

• They equipped their employees with the tools and training to carry out these responsibilities, while raising the bar to keep them improving.

Challenging employees to embed sustainability A common thread amongst the leading firms was that they used their employee’s skill and knowledge to shift the emphasis from ‘do good’ schemes (i.e. asking guests to re-use towels) toward actions that changed their core operations. Senior managers have more influence over policy, but employees are at the coal face; seeing the problems and talking to guests and suppliers. Conduct a survey for their ideas. Share their suggestions with the whole team (anonymously) using a form on which they must vote for, and commit to, the idea they would most like to implement. Establish teams and target dates, followed by an award and prize for the best project outcome. It doesn’t have to be earth shatteringly amazing, or take any more time or money than it does to carry out their current duties, but importantly, it is their ideas and it plants a seed.

Holding employees accountable A significant barrier to sustainable operations through chain organisations is that despite fancy sustainability policies at a national level, without mechanisms to require individual monitoring and reporting, the reality on the ground may be very different. Apart from the risk of guests seeing a disparity between promises and delivery, the true damage I believe is the dry rot of cynicism that affects employee commitment to company policies across the board. The discipline of holding all employees accountable is onerous but crucial.

Equipping employees with tools and training Realising lasting change in sustainability requires the right training and ‘tools’, such as equipment, processes and monitoring tools. The Hay Group states: “If employees lack the support and business processes to get their jobs done, they can ‘burn out’ from the effort of just trying to do a decent job. The result is a workforce of frustrated people. If employees are engaged but not ‘enabled’, around one-third of the workforce is likely to be making plans to leave. (This figure rises to a massive 76 per cent if employees are both unmotivated and not enabled). “Firms with high levels of engagement show employee turnover rates 40 per cent lower than companies with low levels of engagement. But companies that both engage and enable employees demonstrate a total reduction in voluntary turnover of 54 per cent.”2 Now it might not come as a surprise to state that your staff probably care more about their families than your profit margins, but have you ever considered how to harness that driver to recruit, engage and retain them? I’ve watched first-hand the sense of pride it creates when workers believe their organisation is helping to protect their future grandchildren’s environment. Feeling part of that process is a powerful incentive to loyalty. 

About the author Bridget Gardner is Director of Fresh Green Clean P/L, Australia’s leading independent consultancy in sustainable cleaning practices. www.freshgreenclean.com.au

References 1. www.bain.com/Images/BAIN_BRIEF_The_ big_green_talent_machine.pdf 2. www.haygroup.com/Downloads/mx/ misc/Enabling_Engaging_and_Rewarding_ Employees.pdf

Utilizing

ADVERTORIAL

“The experienced housekeeper” Smart Hotel GM’s in this industry should always be careful to not underestimate the many hidden talents, often held by “experienced housekeepers”. These talents can go far beyond organising / managing room staff, time management, stock control and meeting guest expectations. Many housekeepers, who have spent years in this industry, have seen the downfall with incorrect selections made by other parties, for bed covering / soft furnishings and then being installed into new properties and refurbishments. The unfortunate truth is that once the product is installed, it is the housekeepers responsibility from there on, to always make this underperforming bed covering to look like it is something it is not and never will be.

Bedcovering, which include: • • • • • • •

Ease of Maintenance Presentation to Guest Washability Robust Longevity Long Term Affordability Purchasing Access

For example, the “experienced housekeeper” understands that a Bed Valance is a focus point on any bed in a Hotel room and it cannot afford to be loose or ill fitting, because it will catch in the castors when the bed is moved for cleaning.

A Hotel Bed Valance should always be 4 sided to maintain the correct fit for the long term. Equally, Bed Cushions must be covered in durable, washable fabrics and foam cored to retain shape, year after year. All other Bed Covers should present well many years after installation, they must sit flat, and not show signs of colour loss or shrinkage after the first launder. Textile companies like HotelHome Australia who are specialist designers and manufacturers of all fabrics and finished bed covering, ensure all of their products meet the above requirements, satisfying everybody starting with the conscientious housekeeper, to the Hotel GM and finally the paying guest. These mistakes in incorrect product choice are most often made by inexperienced designers who may be excellent with domestic interiors, but they do not understand the required specifications of commercial textiles and the correct finishes required in product styling for a Hotel environment. These unfortunate mistakes, always involve huge dollars to the owners, which means the property has to wear the problem for many years, thus ruining the good reputation of what may have been a high quality and popular Hotel.

Erin Coman – Beckett Design Director HotelHome Australia

As previously mentioned, it is always the housekeeper who is ultimately responsible to make do with inferior product selections in Hotel rooms. This problem also places a strain on the housekeeping time management allocated to each room, when time is wasted on trying to make a “silk purse out of a sours ear”, or until management can no longer put up with the poor customer feedback and has to spend the same money again, because of incorrect purchasing. In these circumstances, the experienced housekeeper will be very aware of the most important points in selecting

CLEAN UP

ON YOUR SUSTAINABILITY AND HEALTH GOALS by Rupert Posner

Businesses that want to address their customers’ concerns about the use of palm oil, toxic chemicals and greenwashing in personal care products like shampoos and soaps can do so thanks to the release of a new environmental standard by Good Environmental Choice Australia (GECA).

“

Greater awareness has resulted in more people questioning what goes in to our personal care products,” said GECA’s CEO Rupert Posner. “For example, there is increased knowledge of the extensive use of palm oil in many products and that while it is a cheap and practical product for manufactures, its use can have a significant environmental impact. “And for a company to have a genuine sustainability policy it should also include the products it provides for its customers and staff. It is not just about washing towels less frequently.” GECA’s new environmental standard, which covers toiletry and personal care products such as soaps, shampoos, oral hygiene products, skin care, cosmetics and deodorants, addresses these and other sustainability issues. It has been developed following extensive consultation and released following a period of public comment. “This new standard will enable businesses to ensure the personal care products they procure have addressed important health, environmental and sustainability issues. It saves them having to examine a product for each of the items they may be concerned about. It also addresses those that they may not have thought about.”

Procuring products that are GECA certified makes it easier for companies to achieve their sustainability goals and it is something they can communicate with confidence to their customers and staff.

Contact Rupert Posner on 0438 989 420. More information on GECA’s Personal Care Products standard is at http://geca.org.au/newsand-events/news/new-standard-allayconsumer-concerns/ 

The standard includes, among others, criteria to:

Good Environmental Choice Australia (GECA) is an independent, not-for-profit organisation whose mission is to transform the actions of business and consumers to drive a substantial increase in the sustainability of consumption. It does this by running the country’s only transparent and independently audited multi-sector green certification program. The life-cycle based ecolabel or “GECA tick” was established to encourage the development of sustainable goods and services and now provides public access to more than 2000 certified products. GECA’s ecolabelling program is built on ISO 14024 principles, offering global best practice in product certification and ecolabelling. GECA is the sole Australian member of the Global Ecolabelling Network (GEN).

• advance the use of sustainable palm oil • limit volatile organic compounds (VOCs) • ban hazardous substances such as carcinogens, nanoparticles and sensitisers • make sure environmental claims are verified and clear to discourage greenwashing • address waste minimisation during the product’s manufacture as well as promote more environmentally friendly packaging “There is no reason why businesses can’t procure products that meet their personal care needs and are less toxic to their customers and staff and kinder on the environment. GECA certified products achieve this,” said Posner. “If your supplier doesn’t have products with the GECA tick, then ask them to get them certified.”

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Review of Microfibre use

at Radisson Blu Plaza Hotel Sydney by Liz Lycette

It is now over 6 years since Maureen Jolowicz ran her initial trials on microfibre and started using this cleaning technology exclusively at Radisson Blu Plaza Hotel Sydney. She has still maintained the overall system as when she first started with some modifications.

Maureen Jolowicz and her Housekeeping team at Radisson Blu Plaza Hotel Sydney

ousekeeping Room Attendants pick up their cleaning pack every morning at the start of their shift including a blue microfibre cloth for each room, 3 scourers with microfibre for the floors and shower tiles and their bucket with a water spray bottle and disinfectant for the toilet bowl.

Their cleaning routine incorporated in the sequence of service is to use 1 clean cloth to clean the bathroom glasses, then dust in the room, wipe down all bathroom surfaces finishing off with the toilet. 1 microfibre cloth per room. There are also separate cleaning tools including the extendable wand for

high surfaces and the fluffy duster for bedroom walls. Maureen is only just now replacing some of the equipment. The clothes have lasted for up to 1 year. They are washed daily in 60 degree water with detergent, no bleach or softener.

Public Area staff also use the microfibre tools in their areas – With an estimated saving of 1 million litres of water a year, there has been a reduction in use of chemicals and a reduction in housekeeping health and safety issues and over 95% saving on chemicals – it’s easy to see why this the natural choice for housekeeping cleaning in the future. Words of advice from Maureen for those who want to put this system are:• Trial it thoroughly for a minimum of 3 months on 1 or 2 floors • The staff from the trial floors will be your ambassadors for the system because they realise it is so much easier.

Key Performance Indicators Water Usage The system is fully utilised by the staff and monitored by the supervisors to ensure compliance. The conservative figure of saving 10 litres of water per room cleaned is being realised. The microfibre cleaning system means there is no rinsing of surfaces with water, no steaming of showers or soaking of glassware or china. Calendar year 2012 with 132,492 rooms cleaned, over 1.3 million litres of water has been saved. Water consumption has reduced in the property.

Floor mop with scrubber

Cleaning caddy with disinfectant and water

Costs

Staff Satisfaction

Replacement microfibre cloths and hardware for 5 years April 2008 – April 2013 = $14,319.20. Average $2,863.84p.a. This cost is less than anticipated. The cost of individual items has reduced with improved technology and increased supply.

Staff continually praise the system for ease of use. New staff in particular find the system superior to the normal cleaning with chemicals.

High dusting tools

Room Attendant cleaning pack

Workplace Health and Safety Only 1 significant injury in 5 years. 

New Housekeeping Demo Lab

at Blue Mountains International Hotel Management School by Liz Lycette

t’s great to finally see a Hospitality School get serious about designing and installing a housekeeping demonstration laboratory where students can learn what the realities of housekeeping are. The new demo lab at the Blue Mountains International Hotel Management School (BMIHMS) has all the bells and whistles. It took 6 months from first inception till it was completed in November 2013 and incorporates the following: • A state-of-the-art bedroom space with a split king, allowing students to participate in demonstrations of different bed making methods and styles, and bedroom detailing. • Purpose built bathroom, which has 5 different sizes of tiles and surfaces with 3 different coloured grouts, 2 styles of vanity atop a marble benched polyurethane cabinet. These variations enable demonstration of all cleaning requirements. The bathroom completely opens out into the room so demonstrations are easily visible to the group of up to 20 students. • The bedroom area has 4 different carpets, 2 of which are tiles, along with 3 different wood surfaces including bamboo.

• The cube shaped seats for students also use a variety of upholstered materials, so that students can view wear and tear and address cleaning issues. • Wall surfaces include framed textured wallpapers that form part of the décor along with painted surfaces. • The area also has a mini housekeeping storeroom that is built from laminate, this stores the housekeeping trolley along with various pillow types, linen and also a porta cot. There is a desk and wardrobe area, which was built using a veneer timber. This stores a rollaway bed. • The room features all the guest supplies and amenities one would expect in a hotel room The room was designed and put together by Liz Boyd, Design Consultant in conjunction with BMIHMS Executive Housekeeper Vicky Jakus.

Its purpose is to reflect the diversity of surfaces found in a typical hotel room so as to enable our students to learn the entire operations of the housekeeping department of a 5 Star hotel. Students undertaking the Bachelor of International Hotel and Resort Management and Master of International Hotel Management degrees use the facilities. Their aim is to graduate with business degrees and progress to management positions with acute knowledge of hotel operations. Blue Mountains International Hotel Management School is very proud of their latest addition to their learning spaces and wish to thank all the suppliers who contributed to this project. ď Ž

Australian Carpet

by Allan Firth, Executive Director,

the Carpet Institute of Australia Limited

The Australian hospitality sector is fortunate to have a strong carpet manufacturing industry to draw on and realise its flooring décor visions.

arpet is by far the most popular and versatile floor covering solution on the market. And it’s easy to see why:

Décor Versatility – complement the existing décor theme – or create an entirely new one – from the extensive range of carpet styles, surface textures and constructions.

Value for Money – with the wide range of carpet styles, textures and weights (or constructions) available, there is a solution for practically every budget and décor need.

Warmth – a carpet’s surface temperature is substantially higher than that of a hard surface tile thanks to reduced heat dissipation. Carpet gives a soft, warm, cosy feeling. It therefore provides a more comfortable working environment.

Indoor Air Quality – carpets help to purify the air we breathe by trapping in the fibre mass a range of inhalable substances, called allergens, that have been linked to asthma and other respiratory problems. A recent scientific study conducted by the German Asthma and Allergy Foundation found that carpet reduces dust in the air to half that found with hard flooring.

Comfort – soft floor coverings such as carpet result in less postural discomfort than standing on hard surfaces Safety – flooring can be a risk factor for slips and falls, especially in high traffic areas like lobbies. Carpet improves safety by reducing slipping accidents and personal injuries if a fall does occur. Noise Reduction – carpet is one of the most effective acoustical materials. Carpet absorbs more exigent sound than any hard flooring. Reverberation time is half that of hard flooring. With carpet, impact noise is reduced by 25 to 34 dB compared to only 1 to 6 dB with laminate. This makes the difference between noise and tranquillity. With carpet, the generated sounds are lower than with hard flooring, and the duration of the reflected sounds is shorter. By creating more quietness, carpet considerably enhances the feeling of well-being.

Ease of Maintenance – you can keep your carpet looking good by having a carpet maintenance plan tailored to the needs of your facility.

With a good vacuuming, dust removal from a carpet is easy. In addition carpet has a positive impact on indoor air quality by absorbing some toxic volatile organic compounds (VOCs) such as formaldehyde.

Carpet Selection For the uninformed, there can be many pitfalls in the selection and specification process, but with a little knowledge and the right approach, customers can be assured of making the right choice for their installation. Because there are so many potential variables to consider and control, professional specification can play an important part in selection of the right carpet. Without a pragmatic specification and a design that balances performance and décor requirements – and framed around

the traffic parameters of the installation – costly mistakes can result. Professional advice on colour and pattern should always be obtained. Another important player in the specification process is the carpet contractor and in some cases the carpet consultant. A contractor will be a specialist company that takes care of the ‘end to end’ installation process – specifying the carpet according to required performance levels and BCA regulatory requirements, supervising any manufacturing issues and liaising with the mill, advising on appropriate installation methods, sourcing other products such as underlay, attending to and special requirements such as anti-static treatments, installing the carpet to the Australian Standard, and recommending an appropriate maintenance program. Carpet consultants tend to be involved more in the specification process and are sometimes employed as project managers to major installations.

Australian Carpet Classification Scheme (ACCS) The Australian carpet industry is one of the few carpet industries in the world to have established a national carpet grading scheme. The Australian Carpet Classification Scheme (ACCS) has a rating scheme for residential and commercial products.

Do you really know all the costs of running your laundry? ElEctrolux laundry SyStEmS uSES lESS powEr and watEr than othEr waShEr ExtractorS The Danish Energy Association invited 5 leading suppliers Electrolux, Ipso, Meile, Primus and Schutless to participate in the consumption data study. The Association then staged the independent testing of commercial Washer Extractors from the five suppliers in accordance with established industry standards and these are the results: The Electrolux machine uses: • 19% less power consumption than the average • 35% less water consumption that the average The test examined independently verified and uniform consumption and performance data in accordance with EN IEC 60445 – the basis for European energy marking systems for domestic washing machines. The Electrolux machine tested was the W465H Economy Washer Extractor, examined on two program settings Wash (3A03) and Economy (3A01). All other suppliers submitted a like sized machine for testing. Its official – the Electrolux machines consume less water and power than other leading brands. Electrolux environmental considerations don’t stop with water and energy efficient machines... All Electrolux commercial laundry products are manufactured to ISO14001 Environmental Management Standard that incorporates materials composition, environmental impact during manufacturing process, recycling, packaging, distribution and environmental safety.

Have you received your complimentary saving wheel from Electrolux Laundry Systems? Take the load off with an in-House Laundry and save money.

Carpets are classified under the ACCS according to their performance characteristics. The carpet classification is determined using technical data supplied by manufacturers and results from testing conducted by independent (NATA or equivalent) laboratories. An expert panel assesses the test results and samples of carpet provided by the manufacturer to determine a ‘star’ classification for that particular carpet, which relates to the performance characteristics of the carpet.

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The more stars the higher the ACCS grading.

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Carpets are classified according to suitability for use in residential and/or contract installations and in different walking ‘traffic’ conditions described as light, medium, heavy and extra heavy.

in any decision regarding the best option for the method of installation. Australasian Standards AS/NZS 2455.1 for broadloom carpets and AS/NZS 2455.2 for carpet tiles provide a guide to good installation practice.

In determining the ACCS end-use classification, the overriding criterion is the appearance retention properties of the carpet. Carpets submitted to the ACCS must also meet minimum standards for a range of construction and performance properties before they will be graded.

The choice of underlay mainly depends on the volume and type of usage and, the level of comfort required. Australian Standard AS 4288 – Soft underlays for textile floor coverings – provides a classification scheme for guidance on underlay selection.

The gold and black labels identify carpets graded for contract use and have a maximum of four stars.

The Environmental Certification Scheme (ECS) is an environmental labelling scheme for carpets. ECS provides a guide to the environmental performance of certified carpets throughout the full product lifecycle and has 4 certification levels with incrementally more demanding performance criteria. Levels 2, 3 & 4 (with 2 options) have been developed to comply with the requirements of Green Building Council of Australia’s (GBCA) Assessment Framework for Product Certification Schemes. Carpets certified under ECS Levels 2, 3 and 4 certification may achieve points under the Materials category in the Green Star environmental rating tools for buildings. See the table below and for further information, visit www.gbca.org.au/green-star/materials-category/productand-forest-certificationschemes/.

Note: ECS Level 1 is the pre-qualifier for higher ECS certification levels.

Carpet Maintenance Carpet maintenance is essential to retain the original texture and appearance of the carpet for as long as possible and ensure that the carpet is hygienic and contributes positively to the indoor environment. A well planned maintenance schedule should be considered as an essential part of the initial carpet specifications. The main elements of a good carpet maintenance plan include frequent vacuuming, daily spot cleaning and periodic deep cleaning by a trained operator is essential for ensuring carpet stays in good condition. The Standard – AS/NZS 3733 1995 Textile floor coverings – Cleaning maintenance of Residential and Commercial Carpeting provides guidance for good cleaning practice. It is important when choosing a carpet cleaner to ensure that the company uses formally trained and qualified technicians. Avoid the temptation to choose a carpet cleaner solely on price. Take into consideration their qualifications, experience and whether they have insurance to cover the cost of any damages done to your venue. Most importantly, ask if the company is a member of a not-forprofit industry trade association such as the Specialised Cleaning and Restoration Industry Association (SCRIA) and the Individual Cleaners Association of Australia and New Zealand (ICAN). Allan Firth is Executive Director of the Carpet Institute of Australia Limited. CIAL is a non-profit industry association dedicated to the development of Australia’s $1.6 billion carpet industry. Formed in 1967, CIAL represents carpet manufacturers as well as suppliers of goods and services to the carpet industry. 

About the Carpet Institute of Australia The Carpet Institute of Australia Limited (CIAL) is the lead industry association for Australia’s $1.6 billion carpet industry. CIAL represents carpet manufacturers accounting for 95% of Australian carpet production, as well as retailers and suppliers of goods and services to the industry.

Carpet Installation Conditions of use (open plan, placement and weight of furniture, wheeled chairs and trolleys) trafficking volume and points of high trafficking, as well as the adherence to an adequate cleaning maintenance schedule, all play a key role

Welcome To QT Sydney opened its doors on 17th September 2012. Set within 2 of the cities most iconic buildings â&#x20AC;&#x201C; the historic Gowings department store and heritagelisted State Theatre. While the faĂ§ades have been restored to their former glory, inside is a stunning mix of original features, curated digital art installations, eclectic artefacts and quirky design pieces inspired by the retail and theatre history of the building.

QT Sydney

Wendy Robson

Sea lions and housekeeping: Wendy’s unique combination There’s a distinctive perk to Wendy Robson’s job. As Executive Housekeeper of the 401-room Sea World Resort, Wendy and her housekeeping team get to try out new rides and attractions as soon as they open at the Gold Coast’s premier theme parks. “The last ride was the Green Lantern at Movie World,” Wendy says. “At Sea World we recently had the Seal Harbour open so we got tickets to that as well”.

Wendy and her housekeepers get passes for themselves and three friends to test out the attractions, so it’s easy to see why Wendy and her 75 housekeepers have a great time working at the resort! Wendy’s leadership however is one of the reasons why the resort has been immensely successful. She has over twenty years of experience in housekeeping and has worked her way up through the ranks at Sea World Resort. “I began as a casual and then went on to become a full time housekeeper. From there I became a supervisor and then a housekeeping assessor before becoming Executive Housekeeper.” Over this time she has seen many changes, but the biggest change was when the resort became incorporated with Village Roadshow. “We used to be just one resort (Sea World Nara Resort) which was half owned by Village and half owned by Nara. Village has since taken it all over and we are now part of a larger group, which was a huge change for us.” Wendy has been on the committee of the South East Queensland Professional Housekeepers Association for the past eight years. “It has been really helpful because if you need to know anything or find out what are the best prices for something then all the information can be found there.” At the moment Wendy is working hard to raise money for Ronald McDonald House to provide family rooms at the Gold Coast Hospital. The rooms have a fridge and tea and coffee facilities for parents and kids to have a break if they have a sibling who is staying at the hospital. They also have single rooms with a bed if they want to go and have a sleep. Wendy also fundraises extensively with the SEQPHA for the Leukaemia Foundation.

PROFILE Sea World Resort was the first inductee into the Queensland Hotels Association ‘Hall of Fame’ for its training initiatives. Wendy has benefitted from this. “We have school-based traineeships here where they spend time in housekeeping, concierge and food-andbeverage. We also have a hotel school program for trainees where they go through all the departments and come out with a Certificate II in Hospitality. We have had some very good people come through those programs and stay with housekeeping”. A key to Wendy’s management has been handling flexible hours for her staff. Many of the housekeepers are mums who can only work during school hours. About half of the housekeepers have over 10 years of experience while others, mainly students, have six-month contracts. Wendy will be changing some of her housekeeping procedures in the coming months as Sea World Resort undergoes a refurbishment of sixty rooms. The carpets will change to floorboards, so steam cleaning will replace the vacuum cleaners for those rooms. The end result will be much more modern rooms with minibars becoming integrated into the cupboard and shower screens replacing curtains. Wendy believes that the refurbishment will make cleaning an easier task for the housekeepers. Wendy also plays netball and has an exciting opportunity approaching in November. Wendy will be playing in the 2013 Golden Oldies World Netball Festival competition in San Diego, California. There will be an opening ceremony and three days of play along with a chance for sightseeing. Wendy has previously travelled to Hawaii and Las Vegas, where she was taken by the style, quality and wide use of themed rooms in the hotels. She is also a Gold Coast Suns fan in the AFL, switching her allegiance from Hawthorn when the new team came into the competition. Wendy is humble when talking about her career, yet she has achieved great success presiding over a large, diverse housekeeping team in one of Queensland’s largest resorts. She has a wealth of knowledge and is enthusiastic about continuing her charitable and committee work with SEQPHA. In the meantime, she and the other housekeepers will be waiting for the next big theme park ride to open – they’ll be the first in line! 

Kevin Lucas

QT Sydney – an eccentric hotel perfect for an aesthete Executive Housekeeper Kevin Lucas is perfectly suited to the five-star QT Sydney. The Executive Housekeeper has enjoyed a lifelong addiction to art and theatre, which has prepared him well for the vibrant and eccentric 200-room designer boutique hotel. “It’s eclectic, out-there and fabulous, but also inviting,” he says. “It’s reminiscent of the five-star hotels of London and New York.” The international flair meets room designs which have been described as ‘quirky’ and ‘eccentric’ by critics worldwide. The hotel’s unique interior affects the housekeeping on a number of levels. “It’s more like cleaning a home than a hotel. At the same time though there is an extra level of care. It is a heritage building so at times we are cleaning 100-year-old display cabinets and wall linings. There is a much greater attention to detail and multiple surfaces to clean.” Kevin has thrived in his role since arriving at QT Sydney earlier this year. His department has received strong positive feedback from guests and his housekeeping peers. In May 2013, Kevin presented a tour for the Professional Housekeepers Association of NSW through the hotel. It became a great chance to recognise the housekeeping team for their work at QT Sydney. Although the hotel has received plenty of accolades from the world’s top critics, Kevin insists that it’s a guest’s comments which matter the most. “The feedback from your guests is always most important. After all, they are the ones who will be regularly staying here, and for whom we strive.” Deservedly, guest satisfaction is nearly 100 per cent. The critics are also pleased, with international travel magazine Condé Nast Traveller listing QT Sydney as one of the world’s best new hotels for 2013. With 20 years of experience in housekeeping, and 15 as Executive Housekeeper, Kevin knows too well how important a hotel’s cleanliness is to guests. “Housekeeping is the foundation of any hotel. It’s the first thing that guests notice and the last thing they remember.”

PROFILE However, Kevin is also committed to helping society’s underprivileged. In 2002, he founded the Housekeeping School which has created over 1000 housekeeping positions since 2005. Participants complete a week-long training program which teaches cleaning skills and the terminology used in the hotel industry. From there they are able to find a position through a government-funded job network and referral centres. Many of QT Sydney’s housekeepers have themselves come through the school, which is now run by Kevin’s partner. Finding, maintaining and retaining staff is a key challenge for Kevin. “Unfortunately, housekeepers very often don’t see their role as a career profession. We train our housekeepers for success and celebrate individual efforts. We are a part of AHL group, which offers great career opportunities. When we train we try to combine traditional housekeeping methods with a lot of fun along the way.” Kevin himself found it challenging when entering the industry as his family struggled to accept his first role as a ‘male’ nurse. Since then he has also been General Manager of an outsourcing company, an interior decorator, florist, Registered Nurse and active member of 11 charities. Kevin also runs his own small boutique housekeeping agency dedicated to a superior and committed team of housekeeping professionals helping housekeeping departments across the east coast of Australia. With the State Theatre below QT Sydney, Kevin says that he sees almost every show there. He is also on the Art Gallery of NSW committee and enjoys reading along with all forms of art. His favourite part of QT Sydney is the Member’s Lounge. “It’s private and has a lovely feel.” Kevin is determined to keep improving QT Sydney’s housekeeping reputation. With a $60 million interior and an A-list clientele, Kevin has a high standard to uphold. His love of art, people and commitment to housekeeping will guarantee that he has a strong and enjoyable tenure ahead in QT Sydney’s historic Gowings and State theatre buildings.

Jani-King’s chosen

when there’s room for improvement!

NE of the most clichéd, perhaps, phrases that has survived over the years in describing the consciousness of someone’s either positive or negative decision making is “perception is reality.” And, like most things, it wouldn’t survive if it wasn’t given new life and meaning by those who are confronted with making a decision about what they see, what they approve of, and what they’re impressed by and tell others about. And we’re talking, most pointedly, about the cleanliness of your establishment. A negative perception of cleanliness is the death knell for most hotels, motels and other places of accommodation as word-of-month spreads as fast as a bush fire fuelled by 100 kilometres winds. Nobody wants to find themselves paying handsomely for overnight accommodation only to discover, upon checking in, the carpets saturated with unsightly stains, the bathroom bathed in bacteria and a feeling that the cleaners must be in the Caribbean on holidays, with no intention of returning.

more than 850 active franchisees and a stellar selection of over 3,000 clients, the hospitality industry is key to its longevity and ongoing success. In fact, Jani-King’s history in the hospitality commercial cleaning industry is a long and storied one, with some motels and hotels even awarding the world’s largest commercial franchisor their rooms and laundry cleaning. A recent US study undertaken by AAA resulted in participants revealing that hotel cleanliness is one of the most important factors in gaining customer loyalty, outranking price/value and location, including room amenities. Jani-King Victoria and Tasmania Regional Manager Gilles Delord said those residing in Australian hotels, motels and resorts would have similar points-of-view to their North American counterparts.

Hence, the need to ensure that the perception of your accommodation is adequately conveyed to those who stay with you, and if it’s clean that you’re pursuing for the reality equation then you’ll find it’s something that Jani-King Australasia is renowned for and is passionate about.

“Naturally, people tend to gravitate towards hotel options that are known to provide a clean environment,” he said. “Quality is a major deciding factor for customers when considering hotels. As a result of the occasional negative experiences with hotel cleanliness, people are often concerned with the quality of hotel cleaning that they may receive prior to and during their stay. This concern can be silenced by utilising the Jani-King cleaning solution. Trained professionals will ensure customer satisfaction with hotel sanitation during every visit.

Jani-King Australasia is part of the US-based global leader in franchised commercial cleaning, Jani-King which is located in Addison, Texas, and has been powering ahead as the frontrunner in its field since 1969. Jani-King Australasia celebrated its 20th anniversary in 2012 and with

“Since different hotels and rooms offer varying experiences, specific cleaning needs come into play. For example, a hotel room that allows smoking or allows pets to stay may have extra materials and air that needs freshening. In addition to room variations, some common

amenities are offered in hotels like complimentary food, event rooms and gym equipment. These all require a more frequent cleaning schedule as the areas in which they are located tend to dirty faster. Jani-King provides a thorough hotel cleaning program for every hotel’s needs through its professional housekeeping staff. “At the end of the day, hotels hope to gain positive feedback, and incorporating good hotel cleaning is an effective way of doing so. Satisfied customers will keep people coming back because they are pleased with their past experiences and know what to expect. Having a clean and hospitable environment will create a positive hotel brand. Once the public becomes aware of the top quality cleaning services a hotel has, they will create positive word-of-mouth and enhance the brand reputation. Employing the highly trained professionals at Jani-King ensures results that go beyond a hotel room.” Mr Delord said what most clients liked about Jani-King was the commitment of the franchisee who serviced their establishment to treat it as if they owned it, delivering an unheralded level of service, pride and commitment, backed by the resources and expertise of their local operations team. And saving money! “When it comes to commercial cleaning, it’s the foundation that Jani-King has grown up with,” Gilles said. “We didn’t get to where we are today by doing things in halves, and now Jani-King provides commercial cleaning services to some of the world’s leading motel and hotel brands.

COMPANY PROFILE “We started cleaning our first five-star hotel in Victoria in 1999 and today we employ three regional office hotel staff – Executive Housekeepers – to support our franchisees with training and applying new technology. Time and time again we’ve proven that outsourcing of the housekeeping component is reducing costs without compromising cleaning standards, and more Executive Housekeepers are catching on. “We’re now servicing Hilton Hotels, RACV, Park Royal, Moonah Links

and Quest, with a range of venues that stretch from small hotels with 20 rooms to larger five-star hotels with over 400 rooms. We have also introduced a range of hi-tech multimodal auditing systems for cleanliness including ATP, Fluro Gel Marking and Black Light Inspections. “Economically, times are still tough for a lot of people, so spending hardearned money on accommodation means guests are expecting clean rooms, common areas, kitchens, linen and other items.

FIVE

S TA R

“In essence, whether you’re putting your establishment forward as either three or five stars, the perception guests have when they arrive should be in sync with your overnight costs, and the expectations they will have. At Jani-King, we can tailor a comprehensive commercial cleaning package for any motel or hotel within your budget, which is why we’re chosen more often when there’s room for improvement, and a need to ensure that perception really is reality.” 

SERVICE

That’s what you get with Jani-King Commercial Cleaning. Whether you’re a five star hotel, small family motel or B&B, Jani-King Commercial Cleaning will make your premises shine! From floor to ceiling. Inside and out. Find the Jani-King Commercial Cleaning office nearest you at www.janiking.com.au. And start getting the star treatment you deserve. VER

EBRATING O CEL

2013

w w w. j a n i k i n g . c o m . a u

Can Bed Bugs

be Prevented?

by Stephen L. Doggett, Director, Department of Medical Entomology, Westmead Hospital, Westmead, NSW, 2145

The global resurgence in bed bugs was as unexpected as it was dramatic and there are few signs that infestations across the world are on the decline. It is not so much a question of if your facility may become infested with bed bugs, but more of a case when.

ed bugs are bloodsucking insects that can inflict a very nasty and irritating bite. The big problem is the associated financial costs. Bed bug eradication is expensive (even into the thousands) and if done poorly by the unskilled can result in the spreading of an infestation. This can substantially escalate control costs, even a hundred fold as has happened in at least one facility in the past. Guests bitten are unlikely to return and the negative publicity generated can severely affect a hotelâ&#x20AC;&#x2122;s reputation. In one case, eight figure litigation (yes $20 million!) was initiated as a result of a guest being attacked in an upper end hotel. So what can you do to prevent bed bugs? The simple answer is very little. However, a great deal can be done to reduce the risk of bed bugs becoming established and developing into a major fiscal burden for your organisation.

So what are the various strategies that can be implemented with the four phases of a bed bug infestation? Introduction. Educating travellers and tenants on how to avoid bed bugs in the first place will help to reduce the spread of the insects in the long term to all affected stakeholders. People need to be able to recognise the signs of the insect (live bed bugs and their spotting) as well as to know where the bed bugs are most likely to hide. A quick search of the mattress, particularly along the beading nearby to the wall, will usually result in the discovery of an infestation if present.

Broadly speaking there are four phases of a bed bug infestation; the Introduction of the insect, the Establishment of the pest, the Growth of the infestation, and finally the Spread of the insect. Strategies can be implemented that can combat bed bugs for each of the four phases and these will be discussed below.

Establishment. To reduce the risk of a bed bug infestation establishing if introduced, it is necessary to make the environment less suitable. Bed bugs behaviour means that they prefer to live in hidden areas, notably cracks and crevices. Certain types of beds such as ensemble bases tend to be more bed bug friendly by providing numerous places where the insect can hide, although this can be obviated by the installation of mattresses encasements. Bed heads and certain type of furnishings should be avoided, notably wicker cane. All cracks and crevices in the room should be filled with caulking.

Most importantly however, an organisation should have as part of their risk management process, a Bed Bug Management policy. The policy should cover aspects such as training, documentation of bed bug activity, work health and safety, the eradication processes, and those aspects dealing with the reduction of bed bug risks. To assist the hospitality industries and those that provide beds for others, a generic policy has been developed by the author of this article. â&#x20AC;&#x2DC;A Bed Bug Management Policy & Procedural Guide for Accommodation Providersâ&#x20AC;&#x2122; is available as a free download from: http://medent.usyd.edu.au/bedbug/man_policy.htm. You are welcome to use this policy and to adapt it for your specific circumstances. A bed bug management policy that is adopted and adhered too may also reduce the potential for litigation.

Growth. Preventing the growth of a bed bug infestation revolves around early detection. Early detection means that control is more likely to be successful and minimises the risk of the infestation spreading; ultimately this is about saving you money. As housekeepers are at the coal face where bed bugs are mostly likely to be found, namely the bed, training such staff in bed bug recognition can be of huge benefit. Otherwise, proactive pest inspections can be undertaken, either by experienced staff in-house or by professional pest managers. The frequency of such inspections would be dictated by the history of bed bug activity. Bed bug detection dogs are widely utilised in the US and are very sensitive at even detecting small bed bug numbers. Sadly very few bed bug dogs are in Australia as some hotels are concerned about image problems in case guests think that the

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infestations. The infested room should be quarantined, and any infested material needs to be treated or bagged before removal. Items removed should be rendered unusable. Guests’ belongings should be treated for bed bugs if they are exposed to an infestation. Ultimately, no one strategy should be relied upon as bed bug risk reduction involves a multi-disciplinary approach. Very importantly, all bed bug management should be in accordance with the industry standard, ‘A Code of Practice for the Control of Bed Bug Infestations in Australia’. Currently the Code is up to the fourth edition and is also available for free from www.bedbug.org.au.

dogs are present for bomb or drug detection. It is however possible to introduce dogs via covered carts so that guests are unaware of the animals. For those that provide accommodation for others, tenants should be encouraged to report on the suspicion of bed bug activity in a timely manner. Spread. If an infestation is discovered, then prompt action is required and a professional pest manager with experience in bed bug control should be contacted immediately. ‘Detect early and act quickly’ should be the mantra recited when it comes to bed bug

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Finally, beware of companies touting miracle bed bug cures; there is no such thing, and the market is flooded with ineffectual products. The Working Party behind the Code of Practice reviews all technology and only includes those where there is evidence of efficacy. The use of any management device not specifically supported within the Code is best avoided.  Stephen Doggett is a world authority on bed bugs and their control, and is the Director of Medical Entomology at Westmead Hospital. He is the principal author of ‘A Code of Practice for the Control of Bed Bug Infestations in Australia’ and author of ‘A Bed Bug Management Policy & Procedure Guide’. For consultancy on bed bugs, please contact Stephen; Stephen.Doggett@swahs.health.nsw.gov.au

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ColourCoding

for Health by Stephen Ashkin

Sustainable energy practices can be aided by a colour system that tracks energy use by organised categories.

eople have been using colourcoding systems on a variety of products and equipment for at least a century. Colour-coding is often used for identification purposes and safety reasons. For example, to identify different power cords – one going to a device from a power source and another going from the device back to the power source – inventor Thomas Edison employed colourcoding. He used black for the cord going to the device, which was more powerful and thus more dangerous, while the one returning, which was less powerful, was white. These colours eventually became standard in the industry. The health care industry also got on the colour-coding bandwagon in a big way around 35 years ago. In these settings, administrators often use colour-coding to promote health and safety. For instance, many hospitals colourcode their laundry, going as far as painting their washing machines different colours in order to identify the type of laundry to be washed in each

machine (red for hazardous items, for instance). Some facilities even colourcode the walkways leading to their laundry machines so that, for example, a red walkway leads to a red washing machine used only for cleaning redcoded laundry items. Colour-coding has also had a fairly significant impact on the professional cleaning industry. This began in earnest during the 1990s with the introduction of micro fibre cleaning cloths and mop heads. Administrators and manufacturers often colour-coded microfibre cleaning tools, with each colour indicating where cleaning professionals should use the product or what types of fixtures and surfaces an item was meant to clean. Many people in the professional cleaning industry speak English as a second language, making nonverbal communication a necessity. In these situations, colour-coding can serve both a safety purpose and as a training tool. For example, the colourcoding system described below, which cleaning professionals first developed during the 1990s, is still in use today:

• Red-coded items identify cleaning supplies (cloths, mops, chemicals, tools, etc.) for use only in restrooms (for cleaning toilets, urinals, floors, etc.) • Green-coded items identify those tools used for cleaning food service areas • Yellow-coded products are used to clean sinks and counters • Blue-coded products are used to clean low-risk areas such as office desks, tabletops, and other commonarea surfaces. Cleaning professionals use a similar colour-coding system to ensure safety and efficiency when vacuuming commercial facilities. For instance, with one “specialty cleaning” system in use today, a small coloured dot is placed on doors or power outlets to communicate the following: • Red: Indicates rooms that should be kept locked even while they are being cleaned

• Green: Indicates doors that should be closed but not locked during and after cleaning • White: Indicates doors that are to be left as they were originally found • Blue: Indicates the best electrical outlet in the room for plugging in vacuum cleaners

Colour-Coding for Sustainability Today’s cleaning professionals are finding new ways to use colourcoding. More and more facilities are now using these systems to promote sustainability. And while this approach is relatively new, it is quickly gathering attention as increasing numbers of locations including hotel properties start to track and monitor their use of energy, water, fuel and other consumables. While colour-coding for sustainability is still a new concept, as with similar systems, coding for sustainability is proving to be of considerable value. As sustainability continues to play an ever-bigger role in building and hotel properties, many industry experts believe this is an idea that’s time has come. But first, what exactly do we mean by sustainability? The concept does have several different meanings. As it is used here, sustainability refers to using natural resources in a more responsible manner, ensuring their availability for future generations. Administrators can use sustainability colour-coding systems to communicate a variety of information. For example: • A red dot indicates power sources, appliances and other electrical devices that cleaning professionals should turn off at the end of the workday or when the facility is not in use, on the weekend, for instance.

could apply to certain computers, security lighting, etc. • A blue dot indicates power sources and devices that require a facility manager or administrator to decide on a case-by-case basis whether they should be turned off at a specific time or at the end of the workday. • A yellow dot indicates power sources or devices that can be turned on or off only by building management or specific administrators. Such items are often controlled by timers.

This helps get everyone on board, creating a culture of sustainability among hotel guests, staff, house-keepers and administrators.  Stephen P. Ashkin is president of The Ashkin Group, a consulting firm specialising in greening the cleaning industry. He is also co-author of both The Business of Green Cleaning and Green Cleaning for Dummies.

Hotel Housekeepers, Guests and Coding Cleaning professionals and hotel housekeepers play a crucial role in properly implementing sustainability colour-coding programs. After all, in most situations they are most familiar with building operations, what power sources and devices are used in various parts of a facility and will be the ones actually taking the actions indicated by the colour-coding system. Taking on this responsibility generally elevates the role of housekeepers considerably. Now, in addition to keeping hotels safe, clean and healthy, these staff members are also directly driving environmental responsibility and sustainability. Further, when properly promoted, these systems can encourage hotel guests to understand the crucial role they play in sustainability as well. In some hotel properties, “dashboard” systems that indicate how much power, water, fuel and other consumables are being used on the property are now available for viewing on computer monitors.

• A green dot indicates that the item should be left on at all times. This

Thinking Outside the Box

to keep hotels clean and healthy by Robert Kravitz

till sensitive to the fact that severe acute respiratory syndrome (SARS) was first reported in Hong Kong a decade ago, the managers of a Hong Kong hotel were particularly concerned a few years ago when some of their guests began reporting flu-like symptoms a few days after staying in the hotel. The hotel immediately stepped up cleaning processes and incorporated steps it had taken during the SARS epidemic to help stop the spread of disease. Managers also started looking for the culprit – the source of the germs or contaminants that might have caused the flu-like symptoms. And there was a possibility these pathogens and contaminants did not come from the hotel at all. The investigators started tracking the whereabouts and habits of the ill guests and found one key common denominator: all had regularly used the hotel’s gym. Looking still deeper, they found that all had used towels supplied in the gym shower area and deposited them in the same receptacle after use. The receptacle was checked for bacteria. The investigators discovered that the lid was coated with enough types of disease causing bacteria that fingersto-lips transmission of contaminants was a concern.* This incident proves that hotel housekeepers who clean gym areas must think critically. Instead of cleaning only equipment benches, floors and typical high-touch areas,

such as door handles, staff must also pay attention to all surfaces hotel guests touch. Exposure to contaminants can frequently occur where you least expect it.

The Hotel Gym Gyms in hotels are somewhat of a new invention. Years ago, instead of gyms, many major hotels had libraries or reading rooms where guests could sit, relax, fill out postcards or read. However, all that changed when hotel owners and managers began to realise that the travelling public, especially guests on business trips, wanted some type of fitness centre instead. Furthermore, they are now demanding more than a little room tucked away in a corner of the property with a treadmill, TV and water cooler. The fitness industry has expanded over the years, offering members larger facilities with more equipment, a wider range of machines and fitness classes, and hotel owners and managers have become keenly aware of these exercise and wellness trends. While guests do not expect hotels to provide a multi-story fitness centre with classes around the clock, they do expect a gym well-stocked with machines and equipment that is clean and safe. Ultimately, keeping these areas clean and safe is the responsibility of hotel housekeepers, along with owners and managers; however, guests have a role to play as well. Hand sanitiser wipes and separate sanitiser wipes for hard surfaces should be available

throughout the gym. Not only will guests use the wipes to clean their hands, but they will also often wipe down gym equipment after use. These actions can significantly help reduce the spread of contamination.

The Risks Gym users, whether in hotel gyms or large fitness centres, are susceptible to fungal, viral and bacterial infection. When working out, people sweat and have direct and indirect contact with bodily secretion from many sources, which can result in a host of health problems. Before discussing ways to prevent the spread of disease in a hotel gym, a better understanding of the common diseases, germs and bacteria associated with these areas is needed. Some of the more serious, yet common, ones include: • Human Papillomavirus (HPV) is often considered a sexually transmitted disease. It causes genital warts and can be picked up while walking barefoot in bathrooms and shower areas. When spread by sexual contact, it is associated with certain forms of cancer, such as cervical cancer. • Cold and flu viruses. Rhinoviruses have been detected on gym equipment and are easily transmitted by touching a contaminated surface and bringing your fingers to your nose or eyes. • Escherichia coli (E. coli), which can cause a number of intestinal ailments, is most often found in food. However, it can also be found on surfaces,

particularly ones that remain moist, and gym floors. It is often contracted by fingers-to-lips transmission. • Staphylococcus aureus, commonly known as staph, may cause skin infections which can occasionally become very serious. It is commonly spread by touching exercise equipment, especially machines with grips. • Candida is a common fungal infection that causes yeast infections and oral thrush. Candida thrives in warm, moist areas, such as showers and locker rooms. It is treatable, but can cause considerable discomfort if ignored. • Molluscum contagiosum, a virus that causes a skin disease regarded as a nuisance, is commonly seen in young children. It can be spread from skinto-skin contact and is more common among young athletes, swimmers and those who use mats for exercise. Other diseases can be contracted in hotel gyms, including infections with methicillin-resistant Staphylococcus aureus (MRSA). It is often spread by skin contact and is resistant to some antibiotics.

Prevention In addition to making sanitiser wipes available in hotel gyms, hotel owners and managers should encourage their use. Signage saying, “Please wipe gym equipment after use,” can be surprisingly effective. And, as mentioned earlier, housekeepers must

think outside the box when looking for contaminants. For example, staff can spend a little time in the gym to watch what surfaces are most commonly touched and record the findings. In fact, along with the grips on cardio equipment, which it’s expected guests will touch, one housekeeper was recently surprised to see how often the adjustment controls to raise and lower benches were touched. This is typically an area of the equipment that is rarely disinfected or given any cleaning attention at all. Paying attention to touchable surfaces in locker rooms and shower areas as well as the floors is of utmost importance. These areas must be thoroughly cleaned and disinfected. Large fitness centres usually avoid mopping floors because the process is typically slow and it is now welldocumented that traditional mopping can actually spread contaminants.** Many large facilities have found indoor pressure-washing systems to be effective when cleaning locker room and shower areas. A water/cleaning solution/disinfectant combination is sprayed onto all surfaces, including counters and restroom fixtures. The areas are then rinsed and the moisture and solution are pushed into floor drains with a squeegee. Then, counters and fixtures are wiped dry. This can also be accomplished by using spray-and-vac (no-touch) cleaning equipment. As an added feature, these machines also have a

built-in vacuum system, which helps remove all moisture, solution and contaminants. This equipment can be especially handy if disease is a concern, or in 24-hour locations where surfaces must be dry as quickly as possible. However, what works in a large fitness centre may not work in a smaller hotel gym shower or locker room area. Compact spray-and-vac systems, along with what are termed “crossover” cleaning systems, are now available for these areas. Regardless of the room’s size, the bottom line is to avoid traditional mopping practices when possible.

The Future For most locations, hotel libraries have long disappeared, and it looks like the little hotel gym in the corner of the property is on the way out as well. Gyms are becoming a selling feature for hotel owners, and housekeepers will play a big role in keeping these large areas clean and safe. Get to know your gym as well as the ways people use it. Lastly, work with an astute distributor that is well aware of the disinfectants most commonly used to clean gyms, locker rooms and showers. The trend toward health and wellness is expected to continue even further in the future. A hotel’s cleaning staff should have the proper tools to keep its entire facility in tip-top shape.  Robert Kravitz is a former building service contractor and frequent author of articles for the professional cleaning, building, hotel and related industries. He may be reached at robert@alturaso-lutions.com * Fingers-to-lips transmission of disease refers to cross-contamination. This is when, for instance, a soiled surface is touched and the contaminants on that surface are spread to food that is consumed. It can also be spread by touching soiled surfaces and then touching eyes and nose. ** Because of possibly spreading contaminants when mopping floors, public health officials suggest that hotel cleaning professionals use separate mops and buckets for locker rooms. Mop heads and buckets should be cleaned after each use and allowed to air dry. Consider using disposable mop heads.

Hand Towels vs Dryers

by Michel Theriault, FMP, RPA, LEED AP Principal, Strategic Advisor

Every time I visit a washroom, it’s interesting to see whether they have paper towels or hand dryers. This is because I’m interested in the benefits and drawbacks of each as well as whether I’ll end up with dry hands when I’m done.

ersonal preferences aside, there is a lot of debate about this issue and even a lot of somewhat conflicting research and studies. It seems to come down to three different decision factors: Operational, Health & Safety and Environment. Each of these things may drive your decision and it may not be the same as your colleague. Making the best decision for your situation is the goal and we’ve compiled some information that will make your decision a little easier. The real problem is that it depends on what your goals are and what ‘research’ and opinions you listen to. And I haven’t seen one definitive source. I’ve included a list of resources at the end of this article. In addition, it may depend on your customers. While good communications can solve some customer concerns around the hand towels or air dryer debate, you may be limited. I’ve heard that when given a choice, 9 out of 10 people will use paper towels. And have you ever been in a washroom with only air dryers, particularly a busy one, and seen the high use of toilet paper for drying hands? The fact is that it’s hard to change behaviour and we all tend to do what’s fastest. A recent hand dryer I used actually had a sticker saying that you should use it for 12 seconds. It doesn’t

sound long on paper, but when you are standing in a washroom using a loud air dryer, it’s an eternity. How many people do you think follow instructions, versus do a quick dry and leave with damp hands? So let’s look at some of the issues:

Operational The issues here are around volume of use, noise, cleaning up paper towels, paper towels dumped in toilets, resulting in plugged toilets, and more. Also, when you eliminate paper towels, people don’t have an easy way to wash their face or do other hygiene tasks an more. While some air dryers enable the nozzle to rotate upwards, the Dyson style doesn’t. Putting an air dryer in a washroom right next to occupied areas can cause problems, since they are generally very loud, so placement is important to prevent complaints from occupants. For volume, paper towels work very well since you can grab the towels quickly and stand out of the way while you dry your hands. Not so with air dryers, so they work well in lowvolume applications and where there isn’t a high peak usage. Air dryers reduce or eliminate problems with plugged toilets and sinks. While I personally don’t

remember this being a big issue when I managed buildings, in some areas, it is clearly an issue. As well, the remnants of paper towels on the floor are a cleanliness problem that air dryers can reduce. If they don’t have a paper towel to open the door with, they won’t drop the paper towel on the floor when they exit, unless they grab toilet paper, of course. Of course, costs must be considered here as well. There is evidence that switching to air dryers is more cost effective, so on that basis, it should be considered. But the math may be different in your case. Air dryers also require an investment which may be quite high depending on the cost of running the required power and the initial investment in the equipment. And depending on your janitorial contract, it may be hard to separate out the costs of reduced (but not eliminated) waste removal from the washrooms and actually save that money, so look at all these issues before finalising your business case so you are making the decision with all the facts. After all, you may be asked to validate savings or cut your budget by the amount you claimed. And, there may be other operational issues that are specific to your situation, so you need to carefully consider the impacts before going ahead.

Environment Doing away with paper does seem like the most ecologically friendly approach, reducing the consumption of trees, processing, chemical treatment, shipping and then disposal of something that’s used only once. Even if you use ‘green’ hand towels, there is still an impact. On the other side, hot air dryers do consume electricity not only to blow the air but to heat it up quickly. Some would say they are using only green power to run their air dryers because they are buying from a green power company who only uses wind and solar power. The problem with this is that you are still adding consumption when you install air dryers and every incremental watt you consume means that the dirtiest power possible is still being generated. Just like re-use being better than re-cycle, reduction is better than alternate generation of power. In some jurisdictions, your power may already be reasonably clean, so you may be better off than paper towels, but in other areas, particularly those who burn coal or other fossil fuels to generate electricity, you may not be getting the ecological benefit you think you are. The new breed of high velocity air dryers consumes much less power, however, so the math is changing. Studies do show they are much more efficient and some studies (see the links below) also show that air dryers have a net positive ecological impact. It does seem logical, but the problem with most of these studies, whichever way they point, is accurately measuring and accounting for the environmental impacts from the inputs and outputs through the entire life cycle are sketchy and can be manipulated. That’s why you should always look at who is sponsoring the study. Also, the study may not reflect your specific situation, including the source of your power, are you already using ecologically friendly products, do you compost, etc. And there are choices you can make with paper towels. There are

dispensers that reduce consumption based on the size of the dispensed paper towel. And having a properly working dispenser instead of a stack or roll of paper towels on the counter will reduce usage and waste as well. So the choice isn’t just between paper towels and air dryers, you also have to consider the range – between effectively dispensed paper towels vs. different styles of air dryers, for instance.

Health & Safety This is another important element in managing buildings and studies have shown that washing hands is an important part of breaking the pathways that transmit bacteria and other pathogens from person to person. The question is what the impact of paper towels vs. air dryers have on this. Are air dryers or hand towels are more effective at reducing risk of transmission? Studies have gone both ways, which reinforces the point earlier about studies. On this topic, it may be academic in any case, since as soon as you leave the washroom, you start picking up the things you just washed off your hands. Even if you’ve gone touch less in your washroom, the rest of our lives are not touch less at all. How important this is will then depend on your environment. If you are managing a retirement home, hospital or other area where people are more vulnerable to the risks, you need to be more prudent, but in a typical office environment, the issue is less critical. A commonly cited problem with air dryers is that they redistribute bacteria because they are blowing hot, moist air around. I’ve seen high velocity hot air dryers and oddly designed traditional blowers inset into the wall with a pool of water at the bottom from high use. Even if they have an integrated filter, this makes you wonder, however at the same time, there is almost always water on the counter just sitting there, so is it really that much of an issue? An important part of this issue goes beyond the technology you use.

It’s the user. To be effective, they have to use the paper towel or the air dryer properly so their hands are actually dry. Studies are carefully controlled, but reality is that many people will do a quick wipe with the paper towels and walk out with damp hands just like they may spend less time than necessary at an air dryer with the same effect.

Summary The truth is that like many other things, there is no simple right answer. You have to weigh your specific situation against what the various studies tell you and your own analysis of the costs and benefits. Then you need to include operational issues, your company’s objectives (i.e. to be green) and of course, the user. Anyone who tells you one way or the other is the only answer is trying to sell you something. To help you, here are a range of links with studies and articles you can read about this topic and come to your own conclusion about what is right for you and your facility. 

Links http://www.mayoclinicproceedings.com/ content/75/7/705.short http://www.wepa-professional.de/en/pdf/ University-of-Westminster-comparative-studyof-different-hand-drying-methods.pdf http://www.livestrong.com/article/158599-airdryers-vs-paper-towels/ http://www.straightdope.com/columns/ read/2721/whats-better-for-the-environmentelectric-hand-dryers-or-paper-towels http://www.guardian.co.uk/environment/ blog/2010/apr/30/dyson-airblade-kimberly-clark http://szari.wordpress.com/2009/08/14/lifecycle-assessment-of-paper-towel-and-electricdryer-as-hand-drying-method-in-the-universityof-melbourne/ http://www.exceldryer.com/PDFs/ HygieneStudies.pdf http://www.abc.net.au/science/ articles/2011/02/15/3139197.htm

Company Information For further details about Strategic Advisor please visit www.strategicadvisor.ca/

FROM BASICS TO

5 Stars & Beyond… I

t is hard to imagine that in 1979 when Michael Cohn started the business of importing textiles, communication to suppliers in South East Asia was primarily done by telegram – yes, telegram!! Since then communication has progressed to telex machines, then faxes and now emails. Travelling to the mills in China in the 70’s was done via Hong Kong. From there travellers would have to walk across the border to China before continuing their journey – usually by train and a far cry from the speed and comfortable transport options available now. Like the development of fast communication, the products required by the hotel market have also undergone dramatic developments. And what a long way M Cohn & Associates (MCA) have come since those humble beginnings of supplying “one size fits all” product ranges. As a hotel linen specialist, MCA now offers

a wide range of products across a variety of categories; towelling, bed linen, quilts, pillows, mattress toppers, protectors, bath robes and the list goes on. With the demands changing from standard constructions to specific hotel standards, higher thread counts and refined yarns, MCA has over the years established a network of quality manufacturers to meet those demands. Supply of high performance quality products, attention to detail and a focus on customer satisfaction, are all very important elements of the MCA service. The special strength of the company is the “One Stop Shop” specialising in hotel fit outs and refurbishments; offering bulk order savings across the full range of products supplied. In addition, the staff’s extensive knowledge of textiles, their understanding of housekeeping work processes as well as the processes

used by commercial laundry providers, all contribute to the company’s ability to offer cost effective and practical solutions. The aim of the company will always be to meet any hotel’s required standards and budgets without compromising on quality and product performance. MCA’s concept of working jointly with the hotels and their laundry providers whenever possible, not only ensures that the end products tick all the boxes for the client, but also provides peace of mind when it comes to the laundering process. From their Melbourne office in the suburb of Kew and warehouse facilities in Springvale (South East of Melbourne), MCA supplies customers all over Australia and New Zealand. The friendly staff will always be ready to offer their personalised service, whether it is to assist with choosing the right tea towels or fitting out an entire hotel.

Supplier of high performance commercial linen

Bed Linen Towels Quilts Pillow Toppers Protectors Blankets Bath Robes Bath Rugs Table Linen Floor Mats

M. Cohn & Associates 25 Queen Street, Kew, VIC 3101 Ph: 03 9853 2355 Fax: 03 9853 9300 Web: mcohn.com.au

Contact Dorthe Jantzen 0409 999 764 sales@mcohn.com.au

Hotel Beds

something to think about… by Michael anderson

When was the last time you purchased a bed for your hotel? What criteria did you stipulate when buying that bed? What questions did you ask when buying your bed? Was it the cheapest bed you could buy, or was it specified for your Hotel by comfort factor or cost factor?

ith so many beds to choose from it can be like navigating a maze trying to decide which suits both your property, and satisfies your guests. But, if you stopped and took the “what suits my property/ cheapest price” out of the equation and bought the bed that suits your guests the end result would look much different. A 12 year old sagging bed is not exactly what your guests are looking forward to, and most likely that guest will never come back. Whilst the industry says the cycle is around 6-8 years for replacement depending on usage and condition, a sad reality in this country is that it is quite often 8-12+ years, or even more in some instances. I often hear from customers that they bought the bed that was recommended would suit their property, or that it’s “just a bed”. For instance a “3 Star or 4 Star” Bed, which may be OK in terms of it being satisfying the definition of a bed, but do you really know what you’re buying ? what about the guest? Sadly guests also all too often hear “you get what you pay for” when it comes to accommodation, (and this is not always true either) but what if that property had bought the best bed they could buy? In this age of social media, it is very easy for guests to post their thoughts and feeling online, Facebook, twitter and Trip Advisor all play a big part in the daily lives of the traveller and easily shared when they have a good or a poor experience. So why not utilise to your advantage, and offer the best you possibly can? Your property will benefit greatly if you can offer a great room with a great night’s sleep, and your guests will keep coming back. The Accommodation industry as a whole is only just in the past couple of years starting to realise the benefit of a “great bed” instead of “just a bed for the best price”. Some, such as Westin Hotels recognised this fact over a decade ago and developed the Westin Heavenly Bed, which is one of the main features of a Westin room, and has been very successful. What is now also being actioned by a majority of Hotel Groups & Chains around the world – is just how do we get the best beds we can possibly have, and keep our guests coming back? Hotel Groups are working with major bedding manufacturers

and standardising bedding, so that every Hotel within that group is designed to give you the same standard of comfort and service. There are numerous studies and surveys being done on what guests want in a hotel, with the results pointing to a great night’s sleep in a comfortable clean room and a good shower (or bathroom) all determining factors when choosing a hotel. AAA have also revamped their ratings criteria to include scores for quality bedding in Australia across the industry, so regardless of your property, you can still achieve good ratings for your bedding and possibly increase your star rating just by having a great bed in your guest rooms. Sure, there are other wish lists like free broadband Wi-Fi, big flat screen TV’s with seamless connectivity to a half dozen devices, loyalty programmes and free nights, but without a satisfied guest and a good night’s sleep, none of these things really matter so much as a good bed when you look at numerous industry survey results. A good night’s sleep is critical to the success of a business trip, so hotels are putting new emphasis on the bed. Over 70 percent of us are not meeting the daily suggested requirement of 7.5 to 8.5 hours of sleep,” says James B. Maas, a Cornell University professor of psychology who specialises in sleep and has consulted with Marriott, Wyndham and Starwood. Recent studies by Maas and others show that sleep improves memory and performance, while lack of it erodes productivity, coordination, judgment and attention to detail. “More than once people have signed contracts with not enough zeros!” says Maas. Increasingly travellers are getting the message and putting a good bed high on their list of priorities. According to J. D. Power & Associates, a comfortable bed and pillow choices are must-haves for travellers. Remarkably, that has been the case only for the past two years—in the prior 22 years of Powers’ survey of hotel satisfaction, a good bed and pillow have never cracked the top five of necessities. A recent survey by Accor found the following important factors were of importance to guests:

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• Business travellers’ expectations focus on their experience in the hotel: for them, the room is particularly important. The bed is considered the essential feature of the room’s comfort. 71% consider the bedding quality the most important hotel service, followed by bathroom quality and staff courtesy. • Room comfort is particularly important because 92% of business travellers work during their hotel stay. In general, business travellers work during their free time in the evenings As their exclusive bedding supplier in Australasia, Sleepmaker have been working closely with Accor, and recently developed a number of new beds for the group, with the new Ibis Sweet Beds being rolled out across the country as part of Accor’s rebranding of the Ibis Hotels. In addition there is a new Pullman Hotel bed, which features a temperature controlling memory foam (Visco Gel) incorporated into the bed which uses a 5 Zone spring unit to maximise guest comfort. The feedback so far has been extremely positive, with responses ranging from “where can I buy this bed” to “the best night’s sleep I have ever had”, so the end result speaks for itself. We are also continually working with new and existing customers, and a number of Hotel Groups in Australia to test and develop new beds for their individual brands

Empire Hospitality Australia Pty Ltd Suite 102/243 Pyrmont St Pyrmont NSW 2009

At Empire Hospitality we pride ourselves in providing

Quality Housekeeping Solutions Our focus is on the delivery of cost effective housekeeping services and we continually strive for service excellence, through this method we have built an enviable reputation as a market leader in housekeeping services by providing site-speciﬁc delivery to each of our clients. With proven experience in providing the best and efﬁcient service, we are the housekeeping partners of the leading hotels and serviced apartments in Australia. Contact us now on

02 9571 6811 reception@empirehospitality.com.au

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and hotels, which range from 3 to 5 Star. As part of this we are continually conducting our own in depth research whilst working closely together with industry groups and customers. This information will assist Sleepmaker in how we develop even better Hospitality beds in future, along with helping our customers and the industry overall recognise what is really important when it comes to guest comfort, and buying the right bed. As one of Australia largest bedding companies, Sleepmaker are continually developing new beds and setting standards within the accommodation industry that others strive to achieve. We also have the benefit of being the Australian Licensee for Simmons & Serta, both world leaders in bedding and recognised industry leaders as Preferred Bedding suppliers to the likes of Starwood (including the Westin Heavenly Bed), Shangri-La, Hilton, IHG, Langham, Marriott, Park Hyatt, Wyndham, Choice, Best Western etc to name a few. Uniquely, Sleepmaker is the only bedding company in Australia who produces their own foams and springs in Australia for use in our beds, and we are at the forefront of bedding technology and a leader in Hospitality Bedding. All our beds are made in Australia, with 5 bedding factories across the country, and we are committed to producing high quality Australian made beds for the Accommodation industry, which allows us to have total control over the quality of our beds. Our environmentally friendly process’s and materials are also recognised by Earth Check, and we recycle everything at a production level within the factories. We develop and use specific high quality commercial grade foams (such as our ViscoGel Memory Foam) for use in our Hotel beds. This also carries through with our own Australian made spring units utilising One Steel. Thus ensuring both superior guest comfort and longevity of our beds in demanding, high usage environments such as Hotels. So, next time you are looking for a bed for your property, ask these questions: • Is the bed made for Hospitality? Fire Retardant treatments are required by law. • Does it use commercial grade foams & springs developed for Hospitality? • Does it meet or exceed industry standards? • Is this the best bed I can put into my guest rooms? • Would this bed keep my guests coming back? • Will my guests like it so much want to buy the bed? If you can answer yes to all these questions, then you have made the right decision. 

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John Beazley & Co are leaders in the field of Superb Hospitality Design and Fitout, family owned for over three decades. Our clients range from small country motels and serviced apartments to large city hotels. We specialise exclusively in the Accommodation Industry and all that it entails, such as guest rooms and bathrooms to public areas. We care about your needs and offer full fitout packages and a turn-key service so that you are left worry free, alternatively we are pleased to supply ‘one-off’ items such as a single bedside table, our ‘made to order’ bedding or and Hospitality beds. Uniquely our design and project management comes as part of our services, complimentary. We carefully take a project through Interior Design, Manufacture, Project Management and Installation. We will be pleased to come and visit your property for a quote and consultation about your refurbishment or fitout, or alternatively our showroom is situated in Enfield NSW and is open by appointment, come in for a coffee...

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A T

h o s p i t a l i t y c o m m e rc i a l a g e d c a re I N G E N V I R O N

The Instant World

by Chantal Mortimer, Centium Software

We no longer live in a world where information is buried in a pile of paper nor where we patiently wait for things to happen. The world has gone instant (just in case you hadn’t noticed!)

Instant everything is all good and fine but to manage it we need tools that are also instant, tools to streamline the raft of information that is the heart of running a property and get all the detail out of the ever increasing paper pile and put it at our fingertips.

nd, in the ‘instant world’ our expectations have changed regardless of whether we are the guest checking in or the busy proprietor juggling room service trays, coordinating the housekeeping staff and checking guests out. We all want what we want, and we want it now. Without a doubt, the last few years has been heavily focused on changing our systems and processes to online bookings, with real time inventory and secure credit card transactions, to simplify managing our guests and room inventory. Instant bookings, instant payments, instant occupancy.

Consider what it would mean for your day if you received a brief report in your email at 7 am every morning with the following information: • Number of guests checking in/out today • Your occupancy and the number of guests in-house tonight • Groups arriving and the number of rooms available for sale • Tomorrow’s occupancy and rooms still available • List of guests due to check in today with allocated rooms and notes • Over 30 Days Debtors list • Housekeeping summary with stays and departs • List of guests with room accounts over $500 • List of guests that have been in-house more than 7 days It would mean instant knowledge about everything that is happening at your property in the next 24 hours, giving you better insight and better planning of the day’s priorities. It will also highlight any anomalies so you can rectify problems early. Does your Property Management Systems provide you with this ‘instant’ knowledge and save you printing a myriad of reports that just collect on the end of your desk? “We are constantly developing new tools to help our customers run their business,” Trevor Gardiner, CEO of

Centium Software said, “and GuestPoint’s® new Daily Flash Report has been very well received. It makes the point that while technology can collect a wealth of information, and be extracted in a wide variety of reports, we just don’t have the time anymore to print them out, let alone read them!” “The best part about the Flash Report is that it is automatically emailed, at your nominated time every day, and in a format that can be quickly read,” Trevor added. Pursuing more time saving innovations has the team over at Centium developing another new mobile app, this time to assist with housekeeping, another boon for the instant world. The Housekeeping app, with real-time updates, lets housekeeping staff just tap a button on their mobile phone or tablet to let Reception know when a room has been completed. “Whether you have 10 rooms or 100, I am sure this free app will be a very useful and timesaving tool especially as it instantly updates GuestPoint® when a room is cleaned,” Trevor said.  Trevor Gardiner is a motel proprietor and the CEO of Centium Software, producers of the award winning GuestPoint® property management system. For more details www.centiumsoftware/guestpoint/intro

A Housekeeping Career that Spans 30 years & Crosses the Globe:

Annelyse Dufour, Executive Housekeeper â&#x20AC;&#x201C; Corinthia, London by Liz Lycette

Not many of us can boast of a career that has taken us to all four corners of the world. The experience Housekeepers gain running housekeeping departments of large hotels all over the world is remarkable. Moving from country to country and culture to culture is both challenging and rewarding. This has been the life of Annelyse Dufour, now Executive Housekeeper at the luxury Corinthia in London. I was excited to catch up with Annelyse when I was in London earlier in 2013. Our paths crossed for the first time in Jakarta in the mid nineties, when I was Executive Housekeeper at the Mandarin Oriental and Annelyse was Executive Housekeeper at the Shangri-La.

e have stayed in touch ever since. There is plenty to talk about when two Housekeepers get together. Especially when Annelyse has been working in the Middle East, Africa, Asia and Europe! Here is an overview of Annelyseâ&#x20AC;&#x2122;s career in Housekeeping Management.

Assistant Housekeeper role until I was promoted to the position of Executive Housekeeper at the age of 23. I remained in this position for four and a half years. I was quite young to be Executive Housekeeper but I learned so much. It was wonderful to be given so much responsibility as a young person.

Where were you born and where did you grow up?

My housekeeping career has spanned over 30 years.

I returned to the Democratic Republic of the Congo in Africa where I was born, it was called Zaire at the time. I worked as Executive Housekeeper at the Sheraton for a few years. Sheraton then transferred me to the Sheraton Abu Dhabi, where I remained for the next six years; I was there during the time of the first Gulf War. Staying on in the Middle East I moved to the Swissotel in Dubai for two and a half years until I relocated back to Europe, this time to the Swissotel in Istanbul.

My first role was at The Brussels Hyatt as a Floor Supervisor. I soon moved to the 250 room Europa hotel/ Intercontinental in Brussels to take up an Executive

My next career move was to Asia, to the newly opened Shangri-La Hotel in Jakarta, Indonesia. From there I was off to Brunei, where I experienced my first pre-opening,

My parents are both Belgian. I was born in the Belgian Congo and grew up in South Africa. When I finished high school in South Africa, I left to study at a hotel school in Belgium. Even before I got into hotels I was travelling! What has been your career path to date?

the private property belonging to the brother of the Sultan of Brunei. Drawing on my developing pre-opening skills, I returned to Dubai to work at the Jumeirah Beach Hotel and was closely involved with the opening of the Bur Al Arab, looking after both hotels over the next two years. Following the successful opening of the Burj, I undertook a two and a half year period at the One and Only in St Geran, Mauritius, a 5 star deluxe beach resort. I then moved back to Hong Kong and re-joined Shangri-La as Group Housekeeper. Back in Dubai I opened The Madinat Resort, which is made up of 3 different hotels in one resort. I remained there for six years before I moved back to Hong Kong to work at the Peninsula Hotel. My last relocation saw me returning to Europe to be involved with the pre-opening and the 2011 opening of London’s newest Five Star property, The Corinthia London, where I am now in my current position as Executive Housekeeper. It has been a career that has spanned countries, continents and cultures. I feel very privileged to have had these amazing experiences. What was your first role as Executive Housekeeper? I was only 23 years old and it was at the Europa Brussels. It was a wonderful experience to have as such a young person in this industry. What challenges did that bring? I was working with older maids who had a lot of experience; so establishing a good rapport with them was hard because I was so young. In the end it was about mutual respect and using the appropriate management style to get them motivated. It was actually a great learning experience for me, working with people who had been in the industry a long tome. What is your current position and Hotel? What are your current job responsibilities at your hotel? I’m currently Executive Housekeeper at Corinthia London; I’m responsible for the rooms, public areas, laundry, landscaping, florist, outside contractors and all the budgets that running these areas bring. How many staff are you responsible for? I have a team of 80 permanent staff along with agency staff for top up. What is your typical day like? My typical day starts at 6:45 am. At 8 am I have a briefing with the Room Attendants and at 9.30 am a briefing with the porters. We have a full operations Management meeting at 10:30 am every day and at 11 am, I meet with the supervisors. My day includes checking VIPs, spot checking rooms, talking to suppliers and contractors. We are now at the

point of rebidding for contracts and as we have some staff turnover we are spending time on recruitment and interviewing. I also interview all the agency staff and spend part of my day training. I usually leave between 6.30 – 7.00 pm in the evening. It is a lot of responsibility and a big workload but I have a great staff. What are your top three challenges this week? I think that they would have to be firstly getting consistency in our in-room cleaning, secondly getting room attendants to use their initiative and thirdly being full with a 24 hour check-in and check-out policy and always having room available for use! How did you choose those Managers under you? What criteria? At this property I need Managers who have worked in London for a long time, they need to have five-star hotel experience and need to have worked in a big hotel. It is also useful if they have opened a hotel or been part of the task force doing an opening. Excellence in training is also a necessity. My number three is an internal promotion, she started at the opening as a Room Attendant and has been promoted from Junior Supervisor to Supervisor then Housekeeping Co-ordinator and finally to her current position of Housekeeping Manager. I like to see staff grow and watch their personal development within their career. How do you manage moving from country to country? I don’t really think about it, I just pack up and go. Each time I move I do find that my luggage gets bigger! How do you deal with different cultures? It’s important to respect different cultures and understand them. I never speak in a condescending way to my team. Never raise your voice, especially not in a public area. Learning the cultures and mannerisms of the country before you go is important. It is up to me as a manager to be respectful of my staff and their customs. How does pre-opening work compare with working in an existing property? What are the top 3 challenges in an opening? The great thing about doing an opening is that you make it yours; you are part of the “fabric” of a property. Your own concepts are crucial, as you know yourself what

Twilight Exterior Corinthia Hotel London

River Suite Bedroom Corinthia Hotel London

works. There are always restrictions with budgets that set challenges. I have found that most General Managers are not Housekeeping specialists and it’s important to be able to express your opinion. You need to be an exceptional communicator, negotiator and influencer. For example there is always discussion about reasons to work with or without a housekeeping trolley to service the guest rooms.

What are your top 3 tips for success in Housekeeping Management?

Going to from Middle East to Asia and then to Europe, what are the differences in your management style? I didn’t change my management style at all. Different parts of the world have different challenges but that’s what makes housekeeping fun.

First of all, lots of patience! Secondly show your staff what you have done and that you can do the job yourself. For example sorting out the linen chute or stripping beds. It is important that you’re on the same page. Thirdly, make sure you have high visibility. You must walk the property and don’t just sit in your office. That was you know what’s going on but also you are accessible to your staff. If you had to do it all over again what would you do differently? Nothing specifically, but I will always learn from my mistakes and try to constantly improve my standards. What advice would you give someone starting out in housekeeping?

upcoming courses ENROL NOW: Finance for Housekeeping Managers – online course Best practice with hands-on tools and tips to control Departmental costs and spending! Supportive online learning which is interactive, engaging and flexible This self-directed course enables Housekeeping Manager’s to think critically and become more financially savvy. The focus is on practical skills for the workplace, expanding and developing professional confidence. The course is facilitated, clear and simple learning via the internet – scheduled over 8 weeks and over approximately 20 hours: • • • •

downloadable on-the-job tools and templates interactive forums with global peers case studies and practical work exercises assessments evaluated by the facilitator and returned with individual feedback • awards successful participants with a L&A certificate or within Australia, a Statement of Attainment The next course starts Monday 2 September 2013 Registration is online and payment is made by credit card or electronic funds transfer. Course fees are AUD $590 per person, (10% GST in Australia). Course dates for 2013 Course 3: 2 September to 27 October 2013 - ENROL NOW For additional course information visit our website www.lycetteandassociates.com or contact Liz Lycette liz@lycetteandassociates.com

You need to really like and enjoy a role in Housekeeping. If you are just looking for a job you won’t survive and ultimately won’t enjoy being an Executive Housekeeper with all its challenges. The job requires your full commitment as work does take priority. How about your personal life? How do you balance work and home life? You need a partner who understands the commitments this role requires, otherwise it doesn’t work. What do you do for fun? I try to go to the gym and spend time with my family. I also love walking in the countryside and I am trying to see more of England. There is a lot to discover here! How do you think housekeeping management has changed since you started? I don’t think it has changed much unfortunately. You have always needed and still need to have a strong personality, be persistent, fair and draw on all your management skills to be effective. Where do you think its heading in the future? Technology will help to make the operation easier, for example Optii keeper, Triton, Rex, Hot SOS are all up-and coming technologies that will continue to develop the housekeeping industry. Advances in cleaning equipment, such as microfibre, makes the job more professional and efficient and I think advances will continue in the future. 

help make a difference 1.8 million children under the age of 5 die each year due to hygiene related illnesses. Washing their hands with a bar of soap can save lives.

CA_EXHK_020813

Join the Soap Aid cause at soapaid.org

Managing Food Waste Effectively

Food waste is costly and harmful to the environment. Unilever Food Solutions provides a summary of the practical processes and methods to reduce food waste and improve food waste management practices in its Wise up on Waste toolkit.

ccording to research, over half the food produced in the world today is lost, wasted or discarded as a result of inefficiencies in the human managed food chain. Many only think about disposal expenses when considering food waste; however, there are a number of other costs to consider when estimating the overheads of waste. In addition, food has a particularly high carbon footprint and requires considerable resources to grow, process and prepare.

and makes a valuable contribution to the environment.

THE WASTE REDUCTION VALUE CHAIN The essence of effective waste management can be found in the three Rs: reduce, reuse and recycle. Wise up on Waste focuses on reducing the waste margin across all areas of your business. Optimising these steps means:

identification of where money could be saved. Once specific changes have been implemented, we suggest carrying out a second audit, so the results can be quantified and the reduction in waste perceived achieved. Step 1: use our waste audit to measure your current waste levels. Step 2: identify where most of your waste occurs.

1. Purchasing: having real- time control over stock and sold items

Step 3: take action – make improvements and involve staff.

To combat food waste we published a toolkit entitled Work Smart – Wise up and Waste, which provides practical processes and methods to reduce food waste, and improve food waste management practices. The toolkit looks at the cost of waste, the waste reduction value chain, conducting a waste audit, how to reduce food waste and cost-effective disposal.

2. Storage: maintaining an overview of stock using an improved date sticker system

Step 4: repeat the waste audit and see how much has been saved.

THE COST OF WASTE

5. Portioning and plate waste: having the right portions, thus preventing the production of excessive plate waste, and

Proper waste management can save you serious money. Disposal costs are the first that come to mind. This is the cost of items that have to be thrown away because they are out of date; however, there’s more than just the cost of the food thrown away that needs to be considered: • lost labour involved in preparing items • wasted energy for delivery, preservation and preparation • lost revenues due to lost labour, energy and food cost, and • losses due to potential liabilities and other risks. Better food waste management makes a business more profitable and efficient, reduces the risk of compromising health and safety regulations, create waste awareness among staff and management,

3. Mise en place: producing items once it is certain that they will be used and, hence, not overproducing 4. Preparation to order: using products intelligently and incorporating ‘waste’ products

6. Disposal: learning from plate waste and disposing organic waste sustainably. The waste generated from the different areas of a kitchen can be segmented into three different types of waste: spoilage, preparation and plate waste. By segmenting waste, it enables insight into where waste occurs.

We recommend conducting the food waste audit for at least three days to get more accurate data across quieter and busier days. In addition, try to complete the audit over a ‘typical’ period that includes busy times, such as weekends. This will provide a more realistic snapshot of waste. Also, keep in mind waste may change over seasons, so it is an idea to repeat the audit over regular intervals.

REDUCING FOOD WASTE There are several steps that must be taken in order to reduce waste in general: employ efficient forecasting, make sure a well-balanced menu

CONDUCTING A WASTE AUDIT With the waste value chain in mind, we partnered with the Sustainable Restaurant Association to create a complete waste audit that provides a clear and simple method of measuring food waste. Placing specific bins in a kitchen allows the accurate measurement of current waste and

is in use, and ensure that staff are committed and willing to make the effort to reduce waste. Proper forecasting helps to tailor purchasing, stock and mise en place quantities based on the demand of guests, thus reducing your waste. Concerning a well-balanced menu, a comprehensive menu with many different dishes requires a lot of ingredients to be in stock. More ingredients in stock means a greater risk of stock going out of date and more labour in mise en place tasks. A lean menu with fewer items enables more precise purchasing and tighter control of stock. This is a good first step towards reducing food and money waste. Staff play a key role in implementing guidelines to minimise waste, so their training and motivation is vital. All staff must be made aware of the procedures and steps that should be taken. In addition, make employees aware of improvements and savings, as this will motivate and encourage them to improve further. Food waste reduction of around 20 percent is a potentially achievable target for most restaurants. The easiest way to reduce waste is to not purchase excess food in the first place. Menus must be integrated with thorough purchasing and production procedures to be effective. Purchasing must correctly interpret what ingredients are required and ensure availability in time for production. For larger companies, kitchen

management software can save money, but for smaller or independent operators itâ&#x20AC;&#x2122;s often not necessary and too expensive. Stock control is focused on minimising cost and holding space while ensuring enough product availability to meet demand. Control of stock starts with a comprehensive system that imparts what is in stock and what stock (prepared and unprepared) is nearing expiry. Better food waste management makes a business more profitable and efficient, reduces the risk of compromising health and safety regulations, and makes a valuable contribution to the environment. Food waste can be collected for anaerobic digestion or composting as an alternative to being sent to landfill. In the mise en place preparation stage, waste can be avoided by reducing the amount of waste that is unnecessary and by reusing the waste that inevitably occurs. In addition, accurate portion control is key to reducing waste and increasing profitability.

COST-EFFECTIVE DISPOSAL Waste is an inevitable side effect of any food service operation and an inevitable source of expense. Reducing the volume of waste is the only way to tackle this issue. In addition, waste should be disposed of in the most cost-effective and environmentally friendly way.

The easiest form of recycling is selective waste sorting, if the logistical system is in place. There are ways to make money out of food waste. For instance, slop oil and fat can be sold to processing companies that use this waste for cattle fodder and other organic waste can be separated and sold or donated to farmers. A best practice for profitable organic waste reuse is saving up organic waste for a local farmer to pick up in exchange for a discount on organic meat; this also makes a great selling story for guests. In addition, food waste can be collected for anaerobic digestion or composting, as an alternative to being sent to landfill. A copy of the Wise up on Waste toolkit can be downloaded from www.unileverfoodsolutions.com.au/ our-services/your-kitchen/work-smart/ wise-up-on-waste. According to the results of the Unilever Food Solutions World Menu Report, which comprised over 500 Australian consumers, 50 percent of Australians would pay more when dining out for a restaurant that was implementing sustainable practices. ď Ž

More information Unilever Food Solutions www.unileverfoodsolutions.com.au This article was first published in the September 2012 FM magazine. We thank FM and Unilever for their permission to publish.

THE LDC GROUP ASIA PACIFIC PTY LIMITED

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 services can be applied to both new Laundries and Valets as well as Audits for existing facilities, which can result in cost savings from improved efficiencies. Design & Consultancy services are available throughout the Asia Pacific Region.

Phone: +61 (0)2 4958 8817 Fax: +61 (0)2 4958 8877 Mobile: 0412 999 408 www.ldclaundrydesignconsultancy.com.au Email: john@ldclaundrydesignconsultancy.com.au

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: • LMT21410 Certificate II Laundry Operations • LMT31110 Certificate III in Laundry Operations • LMT31210 Certificate III in Dry Cleaning Operations • BSB40812 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.

Registered to Train & Deliver both Laundry & Dry Cleaning in all States & Territories 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

Advances in Gloss Levels

ENHANCE POLISH-FREE STONE FLOOR MAINTENANCE

by Gerry Goldberg, Director, Pall Mall Manufacturing Co Pty Ltd

As the relatively new concept of stone floor maintenance, using diamond impregnated floor pads, has gathered momentum in recent times, some of the shortcomings of the concept have become apparent.

ot that the concept is riddled with shortcomings. It is not. Rather, it is an incredibly effective and reduced-cost method compared to the oldfashioned use of superficial polishes on stone floors, polishes that rack up very high maintenance costs. However, one aspect that has, up to now, provided a reason for building owners to reject the system has been the inability to produce the gloss of newly laid polish. And property owners and managers have been prepared to forgo the maintenance cost savings in favour of appearance. Not that this is a true reflection of the comparison between the two systems. Comparing a diamond pad maintained floor with newly laid polish disregards the fact that polish gloss levels constantly decline from that of newly laid polish until highly labour intensive methods have to be invoked to try to get the floor back to an acceptable gloss level. This happens as often as monthly and seldom beyond three months in high traffic areas. Unfortunately the building managers tend to only compare at the time of newly laying polish. Consequently, when that is the case, results tend to be skewed in favour of polish. However, a major manufacturer of diamond floor maintenance pads has recognised that ultimate gloss is a requirement, as important as the savings in moving to diamond pads in the first place. They manufacturer set out to adjust the pads and their system so that the gloss of newly laid polish can be obtained and maintained without resorting to those expensive maintenance methods required for polish nor to having to use

some form of superficial surface coating (polish) to get the gloss. This has been achieved and exceptional results obtained. The basic methodology in preparing the floor, using more aggressive diamond pads, remains but once that has been done, maintenance can be carried out quickly and inexpensively with a dry burnish with an Ultra High Speed floor burnisher or, at worst, using a little water. No harsh chemicals are necessary at all. It is the incredibly effective , newly developed,6000 grit diamond impregnated floor machine pads that result in the exceptional gloss level, as good as newly laid polish and maintained at that level day after day after day without declining, which is more than can be said for polish What is even more revealing is the result of slip tests performed in a high-traffic shopping centre environment where the result is that diamond maintained floors, with a higher gloss level than polished floors, also produced better slip co-efficients than did polish-applied floors. There is no polish to strip and re-seal or to cut-back and re-apply. And that is essentially where the heavy expense is focused. It is that saving that results in maintenance savings of as much as 38% of the cost of polish maintenance but now with the added benefit of an excellent gloss level. Diamond impregnated pads, where the right combination of grits are available, can now produce results that have it all. ď Ž

Product NEWS Sealy New Product Release; specifically for accommodation providers Sealy of Australia has launched new product ranges featuring major technology upgrades that provide improved options for the hospitality sector. Providing correct support and luxurious comfort A comfortable bed and quality sleep are among the most important considerations for your guests. Investing in the right bedding solution will help to keep them coming back. The New Sealy Posturepedic Dynasty collection is at the forefront of technological advances, with Sealy’s new SRx Titanium Spring System, made with Titanium Alloy for ultimate strength and stability. The Sense & Respond coil design provides the orthopaedically correct support to help guests sleep soundly, stay after stay. Pressure relieving comfort layers and patented edge support systems minimise motion transfer for undisturbed sleep. With a wide range of comfort and support options, Sealy can provide a solution for every situation. Sealy of Australia is wholly Australian owned and Sealy beds are hand crafted in one of five Australian manufacturing centres. The performance of every

Compass Double-Sided Silver Ironing Board Cover by Weatherdon Weatherdon recently enhanced its product range with a durable and longer lasting Double-Sided Ironing Board Cover. Designed for hotels and apartments, this double-sided ironing board cover is made with high quality materials and uses a draw string and stretch mechanism which makes it simple to put on and easy to fit. It features two Velcro straps and a draw string with toggle to ensure a tight fit and easier ironing. This ironing board cover is completely reversible. After you wear one side out simply turn it over for a brand new cover. It gives your clothes a perfectly ironed finish without leaving an impression of the ironing board frame.

component is rigorously tested to meet commercial requirements. You can have confidence in the quality of Sealy, and your investment is assured with Sealy’s high quality standards and product guarantee Sealy National Commercial Sales Centre 1300 780 150 www.sealy.com.au/commercial Email: commercialsales@sealy.com.au 1299 Boundary Road Wacol QLD 4076 Telephone: (07) 3331 5200

FEATURES: • Size: fits boards from 110 x 33cm to 122 x 38cm • Doublesided silver colour • Draw string with toggle • Double Velcro for a snug fit • Cost efficient It can be purchased in quantities of 24 and carries the product code 68542E. For more information please visit www.weatherdon.com.au or send us an email to sales@weatherdon.com.au

Product NEWS Descale Magic Multi-Appliance Descaler and Sanitiser Have you looked inside your kettle? Is it brown, covered in scale? Do you think it needs replaced? Or is it just in need of a good clean? Australia’s No1 selling appliance descaler is now being used in the Hospitality sector. Descale Magic has been developed to descale & clean appliances such as kettles, urns, coffee machines, dishwashers, Bain-Maries, steam cleaners, steam irons and showerheads.

This 100% organic formula removes built up lime scale, improving efficiency and leaving the inside of your appliance looking like new. Its sanitising action makes it great for cleaning water coolers. Rubbedin’s Multi-Appliance descaler is non hazardous, non toxic and biodegradable. It is Septic and Grey Water Safe. So if your coffee machine needs a good clean and descaling, or your kettle is covered in scale, noisy or looking old and your showerheads are clogged up, reach for Descale Magic, the Multi-Appliance descaler and sanitiser.

Milk & Co by Michael Klim Milk & Co by Michael Klim is a fresh, easy-to-use set of bath and body products, made using natural marinebased ingredients. Developed by one of Australia’s most successful swimmers of all time, Milk & Co is a daily essential for a life full of fun and goodness.

For stockists email sales@rubbedin.com.au

• Not tested on animals • Designed and made in Australia • Free from unwanted preservatives Milk & Co guest amenities are available exclusively from Concept Amenities. Please call (03) 9580 9977 or visit conceptamenities.com for more information.

Products feature • Sleek, modern packaging • Sulfate free, paraben free and mineral oil free formulations • Spice and Rosemint fragrances • Biodegradable plastic packaging (bottles) • Recyclable packaging

Iron Magic Iron Baseplate Cleaner Australia’s most trusted Iron Baseplate Cleaner is now available from leading Hospitality Suppliers in both Australia and New Zealand. Rubbedin’s Iron Magic has been developed using a naturally derived polishing agent that loosens and dissolves baked on deposits from the base plate of all irons, including Teflon. The non scratch sponge applicator ensures ease of use, resulting in a clean iron that glides like new.

If used regularly Iron Magic will prolong the life of your iron and make the chore of ironing a little more bearable for your guests. Rubbedin’s Iron Magic is a non hazardous, non toxic and biodegradable. For stockists please email sales@rubbedin.com.au or visit www.rubbedin.com.au

VELLUX BLANKETS DIRECT TO HOSPITALITY & HEALTH CARE WORKERS

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