Executive Housekeeper by Adbourne Publishing

The Executive

HOUSEKEEPER

Vol 16

No 3

PP322210/00016

Publisherâ&#x20AC;&#x2122;s LETTER

elcome to the last issue of 2012. It is hard to believe that another Christmas is just a few weeks away.

I trust you are all well and as always keeping very busy as we lead into another festive season. Recently on an overseas holiday I encountered a little pandemonium when there was some very threatening behaviour towards staff that were just going along doing their job, thankfully within a short time security arrived and the situation was controlled in what was quickly escalating into a very nasty situation. Having witnessed how something can blow up so quickly, I think it is a timely reminder to everyone to make sure your emergency evacuation procedures are in place, ensuring all staff know what to do should an assault, fire,

or other emergency situation arise and a possible building evacuation is needed. Be prepared, when dealing with so many different guests every day, you never know what could happen in your hotel. On a lighter note, at this time of year I like to thank everyone whom has assisted throughout the year in writing for us, particularly Col Nation, whom is always happy to tackle a cleaning issue, Bridget Gardner for her insightful articles on Green Cleaning, along with Barbara Sergeant, Josephine van Damme and Liz from Lycette and Associates. We wish everyone a very happy Christmas and New Year, and above all please stay safe. 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 Editorial Contributor Thomas Johnson

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 Sonya Murphy 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 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.

Contents 4

PEHN News

PHAN News

FNPHN News

SEQPHA News

Going Green

Cleanliness and Hygiene: Do you get it right all of the time?

Fine Art & Fitness

Colour My World

Graham takes nothing for granted

Interview with Anne Britton

Thinking Management

Taking care of your mental health

Floor Mats

Welcome to the Crown Metropol, Perth

Profiles

Which cleaning method is best for my carpets?

So itâ&#x20AC;&#x2122;s time for a change

So you are new to leadership â&#x20AC;Ś

HIRAC: Hazard identification, risk assessment and control

Product News

Cover image: Crown Metropol Perth lobby

PEHN NEWS The Annual General Meeting was held at William Angliss “The Bistro” on the 24th October 2012. The meeting commenced at 5:00 pm sharp and finished with refreshments at 6:30p.m. After the official reports and votes, the committee and attendees discussed other business such as how to attract housekeepers as members, the yearly events and venues for the coming Christmas party. The committee: President

Marian Stratford (Bluestone Recruitment)

Vice President

Margaret Fernandes (Radisson Hotel)

Treasurer

Jocelyn Ng (Metwood)

Secretary

Donna Musarrella (AHS)

Committee

Lynabel Carreon (Clarion Suites Gateway)

Committee

Meena Tamang (Cosmopolitan Hotel)

Committee

Megan Johnston (Park Hyatt)

Committee

Dorthe Jantzen (MCohn & Associates)

nts planned Calendar of Eve for 2013

r Function March - Supplie per’s Forum May – Housekee ier night) e Show (Suppl July – Mini Trad ekeeper’s ternational Hous September – In s get usekeeping Team Week (Hotel Ho together) /Charity Event October – AGM ristmas Party December – Ch

estions for y ideas or sugg If you have an send us an s events please the coming year’ visit our s@gmail.com or email on pehn.au also hn.org, you can website www.pe book. ce Fa LinkedIn and look us up at

THE 2012–2013 PEHN COMMITTEE Front Row from left: Marian Stratford (President), Donna Musarrella (Secretary), Jocelyn Ng (Treasurer), Lynabel Carreon (Committee), Back Row from left: Megan Johnston (Committee), Dorthe Jantzen (Committee), Margaret Fernandes (Vice President), (Meena Tamang – not in photo)

PEHN International Housekeeper’s Week – Picnic at the Albert Park Lake on the 12th September. This event is to honour the hard work of the Housekeeping Team and was attended by about 40 people who consisted of staff from Clarion Suites Gateway, Park Hyatt Hotel, Radisson Hotel and Crown Towers Hotel, BlueStone Recruitment and suppliers Marie Brereton Uniforms, MCohn and Associates Linen Supplier, International Interior Images, IKON cleaning services, SleepTight Services, It is the first time we had this event, and although quite poor in time organising it and the weather threatening to dampen it, the event was a great success, the attendees brought food, sandwiches from Park Hyatt and lovely scones with cream and jam, beverages were contributed by Crown and chips from Radisson, BBQ and other food by PEHN. There were games organised which were a lot of fun, including creating a hat out of materials provided, which showed the artistic side and resourcefulness of the housekeeping staff. The event kicked off at around 4:30 and was finished by around 6:30 just before the clouds opened up. I could imagine it going longer if the weather was better. Due to the success of this event we will try to include a similar event in our yearly calendar to get the Housekeeping departments from various hotels together at least once each year! After all, it is “International Housekeeper’s Week!”

NEWS contâ&#x20AC;Ś The next event will be the Annual General Meeting in October and the most popular Christmas Party in December, which is going to be a formal affair this year, so everyone can dress up in their finest, please check the website www.pehn.org for information, or email us at pehn.aus@gmail.com to include you in our email data base. The committee would like to extend Special thanks to the organisers for all the hard work in planning and setting up, carting out all the food from the car to the site (did not have to go to the gym for a week afterwards). From left, Margaret Fernandes - Radisson Hotel (Vice President), Marian Stratford - PEHN President, Karen Bingham - PEHN Committee, Lynabel Carreon Clarion Suites Gateway (Committee). And to above mentioned hotels and suppliers who has attended and supported this event! The success of our events rely on your continual assistance.

PAHN PHAN LAUNCHES A NEW STATE OF THE ART WEB SITE September 11 was the date for a launch party of the new interactive web site for PHAN. Held at Radisson Blue in Sydney, President of the Professional Housekeepers Association of NSW, Maureen Jolowicz, announced the opening of the new web site to a gathering of over 60 guests including members and preferred suppliers. The evening proved to be a great success with many compliments regarding the new website. Attendees were in a buoyant and happy mood. The event proved to be an excellent opportunity for networking. Relationships were rekindled and new relationships established in an environment with excellent food, drink and animated conversation. Web Master. James Ogilvie, walked the guests through the workings of the site. From the rolling front page pictures, drop down menus to events, publications and a photo selection from recent PHAN hosted events. The content will be dynamic with information on new products and processes being added continuously. Already planned for addition to the web site will be a “Garage Sale” window for hotels to offer items for sale. Plus “Housekeeping Knowledge” where members can log in their questions and queries on any aspect of housekeeping. A great way to pick up tips from seasoned colleagues. Of interest to everyone is the up-dated Preferred Suppliers link. This connects readers to industry providers who are tried and tested by housekeeping professionals, with a link to each supplier’s own web site. A company is to be recommended and supported by two member hotels before being permitted “preferred suppliers” status. Details how to subscribe can be found on the PHAN web page.

NEWS OLYMPIC PARTY NITE Friday 10th August, 2012 August 10th at Sofitel Wentworth Sydney Hotel a blast of an evening with 260 guests having a great time. In keeping with going for Gold, there was a (typical) Housekeeping Department main event, Toilet Roll Throwing. Teams of three lined up to throw their Toilet Rolls as accurately as possible through a Toilet Seat mounted on a box. It’s not so easy – some teams (they will remain nameless) never got one roll through the seat into the box. One team had a bit of “over the top help” from their Manager – leading to an unprecedented disqualification (they too will remain un-named). The contest needed a play-off to determine a winner – it was very serious and hotly contested.

The first place gold winners were Grace Hotel, Silver medals were won by Sydney Harbour Marriott and the bronze went to The Darling Hotel. All our wonderful PHAN sponsors were there on the evening, some dressed up very cleverly for our Olympic theme, we had a wonderful dinner, we danced the night away to a fun disco, we collected lots of lovely “lucky door prizes” donated again by our fantastic sponsors.

FNPHN NEWS This has been a sad period for us for we have found ourselves in the position of winding up the Association for now. We have struggled through the past two or three years to find support in attendee’s for the Breakfasts or anything else that we have tried to organise. Often lately we have had to cancel Breakfasts and even the 10 year Anniversary Evening due to lack of numbers attending. A lot of this is due to changes in the Executive Housekeepers role over the past couple of years where many of the us find ourselves on the floors more with less Supervisors to help us. Consequently we are less able to get away for an hour or two in the mornings and evenings are out because we are working longer hours and have to give our families and home life attention when we do have the free time. Unfortunately those of us on the Committee for the past couple of years amongst other reasons have also found ourselves with more and more work to do within our jobs and just don’t have the time to devote and contribute the way we have in the past. Over the years there are many who have put in an amazing amount of time, attention and ideas etc while working on the Committee. There is no way I can mention everybody but a couple in particular must be mentioned. A huge thank you to Jean Lapthorne who has worked tirelessly on the Committee contributing an enormous amount of input, time and attention into keeping things running smoothly. Mike Taylor also contributed hours of his time and we thank him for all he did. I know that there are many others pre my time and of course the current committee that have also worked hard and long to make everything just happen. Thank you all. A huge thank you must go to all the Suppliers who have backed us year after year. We couldn’t have done it without you. Who knows maybe in the future the Association will start up once again and I do hope that this is so.

SEPQHA NEWS Well the year is certainly flying by and as Christmas approaches I am sure like all other Housekeepers you will be preparing for the Christmas rush, along with Suppliers who are getting everything ready before their factories close down over the Holidays. Being on the Gold Coast during this time is very hectic with lots of children staying in-house and it is during this time that you struggle with pool towels, room productivity and standards, but being prepared is the most important issue, plenty of stock and enough manning levels and having everyone trained prior does ease the burden, along with ensuring your team have had a break prior to this period. Working in this industry you meet so many wonderful people and many of these move on to various other assignments and it can be the same when the General Manager moves on and another one comes in and has different ideas and values. Since working in this Hotel I have had three General Managers and we now have a female General Manager Amery Burleigh and as each one arrives

Elite Dry Cleaners For Professional Service and Quality

Melbourneâ&#x20AC;&#x2122;s leading dry cleaning company providing professional hotel dry cleaning and guest laundry service, offering the highest possible standard and care.

7 day a week service Overnight and express service Staff uniforms Furnishings and curtains Specialised drycleaning of delicate garments Shirt laundry service Enquire about the range of 100% biodegradeable and recycled products used for your guest service. Elite adheres to strict environmental procedures in line with the environmental policy of many hotels.

2-6 Thomas Place Prahran, Victoria 3181 2 T 03 9529 3599 F 03 9521 2092 garry@elitedrycleaners.com.au

10 10

everyone is apprehensive of what they are going to be like, but Amery came to this Hotel and has instilled in all of us so much passion. She has a vision to be the best and it is amazing how she motivates us all, having someone lead like this is so inspirational and we all live her passion, values and vision. I hope you all have a wonderful GM as I do, these people have a very hard role along with a large responsibility and it is up to all of us to ensure all our individual teams have the same goals as your GM. A few months ago myself and our Treasurer Melissa Bent met up with Marian Statford President of the PEHN, what a lovely lady and so bubbly, at the time she was organising goods to be sent to the Philippines after the flood and she was going over to assist distribute the goods. It was nice to catch up with what is happening with PEHN and if any of you are ever on the Gold Coast please contact me I would love to meet you. Our lovely Kerry Dowen has finally made the big move to America with Concept Ammenities, she will be surely missed and what a lovely contribution Kerry has made to our Association. We all wish Kerry happiness and success in her new role. We are still fund raising for the Leukemia foundation and helping some lovely people along the way. Cancer is horrible and again when we lose some of our friends that we have helped over the last few years it is very sad. We lost Keanna who was 19 years old, last month but she did achieve her goal before she left us and that was to marry the man of her dreams. She had a lovely wedding and Keanna is now in a nicer place and smiling down on all her family and circle of friends. Since the last edition we have a wonderful breakfast at SeaWorld Resort, along with a evening at Alto and this month a cocktail party at the Hyatt Regency. Our final one for the year will be our Christmas breakfast at the end of November. Being near the end of the year another big thank you to our Treasurer Melissa Bent who gives so much time and organizes all our functions, we love you Mel. To all our Members and our fantastic committee another big thankyou for the support and donations that you have given over this year to enable us to assist those less fortunate. To everyone keep safe and I wish you all a merry Christmas and a very prosperous, healthy and happy new year. Libby Sharp President

Going green BY JOHN TAYLOR

There is continuous pressure to “go green”. Sometimes it may be subtle such as using biodegradable coffee cups, but there are a lot more accepted green initiatives such as, it being almost commonplace to take your own reusable bag when shopping.

he hospitality industry has been a trailblazer in the green initiative particularly with the guest determining the frequency of laundering linen goods and more emphasis will be placed on housekeeping to use green initiatives by guests and property owners and managers. A lot of cleaning products you are currently using can be classified as “green” but you probably don’t even realise it. But firstly a short description of “green cleaning” courtesy of Wikipedia – ‘green cleaning refers to using cleaning methods and products with environmentally friendly ingredients designed to preserve human health and environmental quality’. Environmentally friendly includes products made from recycled and waste materials and renewable resources. Another consideration is the amount of waste material generated by the cleaning process. This can include dirty water such as the cocktail of chemicals and waste that are generated when cleaning and “disposable” cloths and paper products and the energy required to carry out the tasks e.g. lights and power. There are a number of environmental goods and services certifying authorities with GECA (Good Environmental Choice Australia) one of the most recognised. They have stringent testing guidelines to ensure their certified products are worthy of carrying their logo. Look at the products you are currently using and if you see the GECA logo you know it is environmentally friendly and as the GECA logo becomes more widely recognised your guests will appreciate your environmental initiatives. An example of a GECA certified range of bathroom paper products is one

where clean office waste paper is processed with the pins and staples thankfully being removed and sent to scrap metal merchants, the ink being reprocessed into products such as fertiliser and the paper being sanitised and pulped and made into toilet tissue, hand towel and facial tissues. Some paper manufacturers are using bamboo and sugarcane waste while others are using a combination of virgin plantation timber and recycled paper. Plastic garbage bags may not be seen as a “green” product but there are not too many cost effective alternatives. Black garbage bags are predominately made from recycled material. It is common practice in plastic bag factories to remanufacture the waste from clear and coloured plastic into black garbage bags. There are masses of “green” cleaning chemicals on the market. Most manufacturers have a green range made from a variety of base materials including sugar cane waste, citrus byproducts, cotton waste and a range of enzymes. Not only are the majority of products safer for the environment but also for the user especially considering they are using them all day long. There are an increasing number of people, particularly children, which have allergic reactions to traditional cleaning products. A marketing tool could be that “only natural chemicals are used to clean rooms”. The products are as effective as or better than traditional chemicals and the costs are becoming on par. Microfibre has been one of the greatest revolutions in the cleaning industry in the last decade. Microfibre cloths with sanitising attributes and blocks of microfibre that only need water to activate are common. Mopping systems that require little

or no chemical to work and minimal amounts of water and virtually no dirty water to dispose of are being widely used. Microfibre products are available in the standard colours of red, blue, green and yellow so it is easy to establish a colour coding system. Steam cleaning has great â&#x20AC;&#x153;greenâ&#x20AC;? attributes. The steam cleaning machines use as little as 5ltrs of water per hour and for most jobs, no chemicals. There is minimal waste water to be disposed and steam can be very effective for removing build up and residue normally requiring strong chemicals. It has great sanitising attributes and is well known as an effective method to kill bed bugs. Vacuum cleaners are a necessary tool in housekeeping. There are low energy vacuum cleaners on the market that claim that the cost of the machine can be saved over the life of the vacuum cleaner by the energy savings. Other machines have extremely good filtration that stop dust spreading into the air and causing additional resources to be used to clean the dust. Good quality vacuum cleaners remove sand and grit from the carpets which extends the carpets life which means less waste from dumped carpet. Regular shampooing also extends the carpets life and makes vacuuming easier which means less power is required to clean the carpet. Disposable dust bags, even though they have to be dumped, offer greater filtration which extends the life of the vacuum motor so it does not

have to work as hard and use excess power and returns cleaner air to the room reducing the airborne dust. Exterior window cleaning with pure water has reduced the need for cleaning chemicals and squeegee rubbers as well as being a safety issue for the operator. Purified water is used to wash the windows by extension poles and soft brushes. The extension poles are made of super light yet very strong materials like carbon fibre and can be up to 18m long. Solar panels dramatically loose their efficiency unless cleaned on a regular basis and pure water cleaning is ideal. There are a number of chemical free methods available for cleaning polished stone floors. Diamond and ceramic infused pads can be used to eliminate the need for floor polish. Floor polish needs to be replaced regularly by stripping and resealing which generates a lot of waste chemical. The gloss level from polish is greater than maintaining with infused pads but there is a lot more energy and chemicals required to get this possibly unnecessary extra gloss. The use of large area vacuum cleaners to clean areas such as ballrooms and meeting rooms not only reduces the amount of power and time required to vacuum with small machines but saves the power required to light the area. Battery powered machines are quieter than electric machines and can be used without disturbing guests or when cleans are required between conference sessions and they use less power to charge than electric machines. â&#x2013;

CLEANLINESS AND HYGIENE Do you get it right all of the time? 70% of guests say it’s THE MOST important factor when DECIDING WHERE TO STAY

ecent *research from Europe reported that almost 70 percent of hotel guests say that cleanliness and hygiene are the most important factor they consider when selecting a hotel. The research highlighted that most people now make their decisions on where to stay using online ratings/ review sites and that cleanliness and appearance of bedrooms and bathrooms were the most critical areas for guests when forming their opinions on where to stay. In addition, the research, asked guests about which aspects of cleanliness they expected the hotel to always get right in bedrooms and bathrooms. In bedrooms, the three most important factors were clean linen, no evidence of previous guests, and the absence of bad smells or odours. In bathrooms, over three quarters said cleanliness of the toilet seat and pan was a factor, and almost half said it was the most important factor. Two-thirds of the respondents stated that they had stayed in a hotel that was not clean, while 82 percent had told family and friends about their experience, 75 percent were put off returning, and 72 percent

recommended family and friends not to stay there. In summary, the cleanliness of your rooms determines whether a guest will ever return. Hotel guests will forgive some negatives during their stay but a dirty hotel or room isn’t one of them. It is therefore vital that we ensure that the guest’s in-room experience is the best that it can possibly be. Standards and a system to ensure adherence to those standards is the key. The Housekeeping Touch System™ (Touch System) which has just been introduced to Australia allows hotels to do just that by removing inconsistencies in presentation and cleanliness. The Touch System is an affordable and easy to use total quality management tool developed by hospitality industry professionals. It is used by top U.S. and international hotels and resorts to increase operational efficiencies, reduce labour costs and provide their guests with an improved and more consistent in-room experience. The Touch System is a web-based mobile inspection system for use on an iPhone, iPad, Android tablet,

Blackberry, Smartphone or desktop computer. Inspection results are recorded straight away whilst in the room. It is an environmentally friendly solution that replaces manual paper tracking systems. It allows housekeeping staff to more effectively keep track the level of cleanliness via daily room inspections and also to track deep cleaning and preventative maintenance programs. Special inspections and maintenance tasks are no longer forgotten thanks to the auto scheduler. The Touch System, also gives hotel management the ability to track the quality and consistency of the work performed at their properties via on-line performance scorecards and specialty reports. This allows hotels to better reward and train their staff, as needed. The Touch System also includes a Bed Bug self-inspection, which reduces a property’s likelihood of infestation problems and provides documentation of inspections to minimise their legal liabilities.

Housekeeping is the key behind the scenes department within a hotel and as we have seen from the research their work in delivering clean rooms determines whether a guest will ever return to your property. I believe we often forget how important their role is on the overall enjoyment of the guest’s stay. When a hotel provides it housekeepers with

the right tools and equipment to do their job properly the guest is always the beneficiary. The Housekeeping Touch System™ is one of those tools. It’s extremely simple and affordable whilst proving housekeepers with the ability to more effectively manage their hotels guest rooms. It is the perfect tool for any hotel that wants to have control over the quality and cleanliness of their guest rooms. For further information please contact Technology 4 Hotels Free call: 1300 503 657 Email: Brendon@ Technology4Hotels.com.au www.Technology4Hotels.com.au *Research completed by Hotelschool in The Hague in conjunction with Sealed Air’s Diversey business compiled responses from almost 700 people in 5 major EU countries. ■

TECHNOLOGY Use it to enhance your Guest’s Stay Delight your guests with a fully integrated iPod/iPhone and NOW iPad charging and docking Clock Radio. Quality you’d expect from iHome and loaded with hotel features.

Web-based Room Inspection System • Quick & Easy – spend less time tracking and managing. • Stay On Track – with Autoscheduler, you’ll never miss a beat • Dashboard & Scoreboard – real time, any where, any time.

1300 503 657

www.Technology4Hotels.com.au

Brendon Granger | P 02 9476 3505 M | 0422 236 236 E | brendon@Technology4Hotels.com.au

Jani-King’s chosen when there’s room for improvement! ONE 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-ofmonth 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. 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. Jani-King Australasia is celebrating its 20th anniversary in 2012 and with 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, just recently Jani-King Victoria signed the RACV Royal Pines, Hilton on the Park in Melbourne and Hilton South Wharf as cleaning clients, and that signal of success is being flagged by other Jani-King offices across Australia and New Zealand.

Jani-King also recently signed the Forest Lodge Hotel in Sydney and the Millennium Hotel and Oakridge Resort Lake Wanaka in New Zealand. 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. Jani-King Victoria Regional Manager Gilles 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. “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. “Economically, times are still tough for a lot of people, so spending hard-earned money on accommodation means guests are expecting clean rooms, common areas, kitchens, linen and other items. “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.”

Fine Art & Fitness

FOR STRESS MANAGEMENT AND PRODUCTIVITY

BY KRISTA ELLIOTT, MANAGING DIRECTOR, KRISTA .COM.AU

reathe in through the nose for five counts and out through the mouth for five counts... In the whirlwind of modern life, and even moreso in the hurly-burly of housekeeping for a five star hotel, we so often forget to ... b..r..e..a..t..h..e... fascinating, isn’t it? Just reading the word ‘b r e a t h e ‘, written with spaces, gives us permission to stop, and take in some air. Go on, (insert encouraging smile here), give it a go. Let your breath go right down deep to your navel. Here’s another life saver: your office can become an instant gym and provide you with the physical and emotional space you need to take on the challenges of each shift. Allow me to pass on a few ideas from the art and fitness world to help you to revive and envigorate yourself – in minutes.

STOP TO SMELL THE ROSES Add a still life or vase of flowers to your office, and literallly STOP for 10 seconds to ‘smell the roses’. Try resting your eyes on one flower for 30 to 60 seconds, then turn away and draw it from memory...using a black pen in your non-dominant hand.

BACK AGAINST A WALL Here’s a new turn to the phrase – make the wall your next best friend. Perfect your posture by standing with your back against a wall. Press your ‘6-pack’ (rectus abdominus) back towards your spine and up to your chin. Squeeze the muscles you would use if it were possible to draw your hip bones together. Draw your shoulders away from your ears, lift your chest up...now... turn around and do some push-ups against the wall. As you get stronger, do push-ups against the desk, and finally from the floor. ■

CORE STRENGTH You, as a busy Executive, are the core of your team. Everyone relies on your strength, resilience and leadership. The muscles that wrap around your spine are often referred to as your core. A strong core supports the rest of your body, and when you are aware that you are strong here – along with great posture – your mind also feels strong, rested, confident and capable.

DON’T WAIT TO BE SEATED This is a great tummy tightener and stress reducer. Sit a bit forward of your chair, put your hands either side of your hips and lift your heels off the floor while keeping your toes on the floor. Now lift one knee up and replace it and lift the other knee. To do this without wobbling your torso, you need to contract all your core muscles. As you get stronger, add leg extensions. That is, lift up one knee, straighten it, bend it again and replace to the floor. Breathe in to prepare and breathe out to do the difficult part of the move. You can also do tricep dips from the edge of a stable chair.

HANDBAG CYM A great way to keep fit in the office or when going away, is to pack a resistance/stretch band for strength and flexibility exercises. The stretch band can be used for Biceps Curls, Triceps Extensions, Shoulder Presses and so much more. Add a akipping rope or run up and down some stairs for an efficient cardio workout.

Krista Elliott is a Master Trainer with qualifications from the Australian Insitute of Fitness and the Fitness Institute of Australia, and she holds a degree in Art Education. She is a speaker and trainer in Fine Art and Fitness (www.krista.com. au) as well as in Presentation Skills (www. bravetraining.com.au). Krista also hosts a one hour drive time show at 5pm on Mondays for FM 90.3 Radio Northern Beaches called ‘Make Life Beautiful’.

Colour My World – Please!!

Hotels worldwide seem all the same No matter where you travel It’s one of life’s mysteries I’m trying to unravel.

Moving to the bathroom I am blinded by the white As I changed in to my nightie There was no need to use the light.

A phone with bells and whistles Stops me in my tracks I struggle with the I pod dock Thank goodness there’s no fax!!

Rooms all nearly look the same Since neutral tones became the rage Walls are always painted In a similar shade of beige

As I settled down beneath the sheets Dreaming of a peaceful night I was startled in the darkness By all the flashing lights !!

And energy efficient lighting Is not all it’s cracked up to be I need to switch all lamps on Just so I can see!!.

Most beds now have doonas With covers white as white can be The carpet’s always grey or brown For it hides the dirt you see!!

For the T.V. was on standby The smoke detector flashing red By the light of the clock radio I could read my book in bed.

Hotel designers everywhere Please take heed of what I say For I’m sharing you my wisdom (And there is no need to pay!)

The curtains and upholstery Bland as bland can be Match the walls so perfectly Boring to a T.

The refrigerator rattled As it switched from on to off I could hear my next door neighbours As they snored and laughed and coughed.

My final word of advice Is to make guest rooms less duller Be creative and inventive Please bring back lots of colour !!

Laminate furniture mass produced In a lighter shade of oak Gone are the days unfortunately When it was all bespoke.

So much technology these days With a remote from outer space Internet and Wi Fi Just to watch the human race.

Barbara Sargeant 08/12

The Leukaemia Foundation

is the only not-for-profit organisation dedicated exclusively to the care of patients and families living with leukaemias, lymphomas, myeloma and related blood disorders, and funding research towards the cure of these diseases. More than 11,500 Australians are projected to be diagnosed with blood cancer this year. Every 46 minutes, the life of an Australian family is forever changed by a diagnosis of leukaemia, lymphoma, myeloma or a related blood disorder. Blood cancer can develop in anyone, of any age, at any time. Our Vision to Cure—Decades of research have improved blood cancer survival, however it is the second biggest cause of cancer death in Australia, claiming more lives each year than better known cancers, like breast cancer and melanoma. Clearly, the need for ongoing blood cancer research is great. The Leukaemia Foundation’s National Research Program funds cutting-edge research to improve treatments and find cures. An independent panel of leading haematologists and scientists help us to ensure that the best projects, in the areas of greatest need receive the financial support they need. Since 2005 our commitment to research has been more than $24 million. Our Mission to Care—Blood cancers and related blood disorders change lives forever. Many need to leave work for treatment or to care for a loved one, and coupled with costly medical bills, families can suddenly find themselves in financially crippling circumstances whilst coping with the shock and emotional turmoil. For those in regional areas, a diagnosis can be a double blow as acute cases

often means relocating to a capital city to start treatment, sometimes within 24 hours. Sadly, not everyone survives and those who do recover often find experience of life and relationships with others have changed. The Leukaemia Foundation provides personalised support for the person and their loved ones, all free of charge. Provided by our team of cancer nurses and allied health professionals, our services include: • Information, emotional support and advocacy • Educational programs to help people to live with their disease • Safe transport to and from hospital treatment • Access to fully furnished, ‘home away from home’ accommodation for regional families required to relocate to the city for as long as it’s needed

How You Can Help Us There are many ways that you can help us to improve the quality of life for people with blood cancer. From making a donation, leaving a bequest in your will, to signing up for an event such as the World’s Greatest Shave, volunteering or joining us as a corporate sponsor. We receive no ongoing government funding. We therefore rely on the generosity of the community and corporate sector to further our Vision to Cure and Mission to Care. For more information, freecall 1800 620 420 or visit www.leukaemia.org.au

Graham takes nothing for granted since lymphoma diagnosis

elbourne’s Graham Widger had always been fit and active when a diagnosis of lymphoma in 2009 turned his family’s world upside down. The six months prior to Graham’s diagnosis on 16 June had been a very intense period for Graham. He and his wife, Melissa, welcomed their first child into to the world. Graham, who was 31 at the time, was working a highly demanding managerial job. In his spare time, he was in training for a 17km fun run. He had always paid particular attention to his health. But in March, Graham noticed that the harder he trained, the less fit he became. He attributed his tiredness to having a newborn, but couldn’t account for being short of breath. His doctor suggested he get more sleep, drink more water and take vitamins. The day of the fun run came, but half way through it Graham realised that something was really wrong. He was having difficulty breathing.

Several visits to his doctor and blood tests followed and by June his symptoms included blurred vision, migraines, a cough, and night sweats. “I wasn’t considering cancer as a cause – perhaps it was pneumonia or the flu,” Graham said. More blood tests and an X-ray showed a fist-sized tumour in Graham’s chest next to his right lung and he was admitted to the Alfred Hospital and put into isolation. He had characteristics of both Hodgkin lymphoma and nonHodgkin lymphoma. “I was in a state of shock, felt stripped of any form of control and had to depend on others to make me better,” Graham said. “I’d managed many projects with many consequences, but none of this magnitude. The consequence was daunting – it was my life, my mortality.” Graham’s treatment involved six rounds of chemotherapy, every 14 days, followed by five weeks of radiotherapy. Soon after his diagnosis he was visited by a support services co-ordinator from the Leukaemia Foundation. “He said ‘we’re here to help’ and that was the first reassuring news I’d had,” Graham said. “Just to know they existed, and to have the information they provide, was great.” Graham’s way of coping with his illness began with a decision to learn as much as he could about his disease.

“I needed to know what was happening to me, so I read everything and studied it for myself, so I could make informed decisions,” he said. “This gave me a sense of control and I think it was a contributing factor to my remission.” Despite having a leave of absence from work for 12 to 18 months, Graham was well enough to return to his job within six months of his diagnosis, and after a short time back, he worked his way to a promotion. Next, Graham and Melissa were “blown away” with news they were expecting their second child, despite being told Graham’s life-saving treatment could make him sterile. “When I got sick, I learnt a lot about myself,” he said. The whole experience taught me at a young age what is important in life. “When I kiss my wife, I don’t take that for granted. When I hold my daughter and son, that’s a privilege.” It has been more than two years since Graham was diagnosed, and his oncologist has suggested that all signs are positive and the risk of relapse is low. Graham, Melissa and the family have much to celebrate, and as such will soon be heading to Bali for a well earned family holiday. ■

TASKI® vento™ 8 and 15 vacuum cleaners – Performance you can rely on Through our strong heritage serving the lodging sector and long standing relationship with global 5-star hotels, we have gained an in-depth understanding of the hotel industry. This knowledge, combined with our cleaning expertise, has resulted in a simple and easy floor care system for lodging. From vacuum cleaners, single disc machines to auto scrubbers, TASKI by Diversey provides an unparalleled level of performance across a range of applications. A popular vacuum cleaner from Diversey is the TASKI® vento™ 8 and 15 vacuum cleaners. Available in 2 sizes, 8L and 15L, the TASKI vento 8 and 15 are cord electric tub vacuum cleaners that can deliver fast solutions for daily and periodic cleaning in your guest rooms to ensure the floors always look flawless. TASKI vento 8 and 15 brings you: Multi-functional handle – The design incorporates a number of features including an intuitive opening mechanism, ergonomic foot operated on/off switch and a convenient cable tidy. Improved air quality - Machines utilise industry leading filtration system consisting of; new disposable fleece bag, filter cloth, motor protection filter and optional exhaust filter, plus additional HEPA filtration available as an optional extra with the TASKI vento 15 model. This results in significantly improved air quality during and after the vacuum operation as well as increased motor life. Easy to manoeuvre castor system - The use of two fixed rear wheels and two freely rotating castors ensures maximum stability and manoeuvrability of the new vacuum cleaner. A number of little extras - The machines feature a mounting system for attachments to ease storage as well as a plug holder to secure the detachable power cable. The TASKI vento 15 model also comes with a set of accessories (crevice nozzle and upholstery brush) as standard. For further information contact Diversey on 1800 4 TASKI or please visit www.diversey.com

TASKI vento 15 displayed

Interview with Anne Britton Executive Housekeeper Jumeirah Carlton Tower Hotel, London By Liz Lycette

Lycette & Associates’ director Liz Lycette spent the whole summer in the UK working on various Olympic Projects, during which time Liz was delighted to meet with the Executive Housekeeper at the Jumeirah Carlton Tower London – Anne Britton. Anne is not only the Executive Housekeeper of a 220 room 5 star hotel; she is also the National Chairman and London & SE Chairman of the UK Housekeepers Association. Anne is an inspirational speaker, who frequently speaks on the importance of housekeeping, career progression and raising the skills required in the industry. She is an amazing ambassador for housekeeping. With all of this Anne is a difficult woman to get hold of and we are grateful she has taken time out of her busy schedule to meet with Liz.

What is your cultural background? I am French, I moved to the UK when I was 19 and never left.

Where were you born and where did you grow up? I was born in the French countryside, in the mountains close to the border with Switzerland.

What was your career path to date? I attended the Madame Cheval Hotel and finishing school/hotel school and was sent to the Sofitel in Paris as a trainee where I became a Housekeeping Floor Supervisor. As I needed to improve my English, I moved to Cambridge, UK and worked as a silver service waitress in a Restaurant. After 1½ years, I met my husband. We married and we purchased a pub in Somerset near the Cheddar Gorge, which we managed for 3 years. I missed Hotel life so we returned to London where I started from the bottom as a Chambermaid at the 900 bedrooms Cumberland Hotel. I had 6 promotions in less than 5 years and ended up as Head Housekeeper at that property at the age of 25. I then moved to the Chelsea Hotel, a 220 rooms 4 star property and was there as Executive Housekeeper for 7 years. My last move to my current property was 15 years ago in 1997. I am also currently President of the UK Housekeepers Association.

What was your first role as Executive Housekeeper? I was Head Housekeeper at the Cumberland hotel when I was 25 years old.

What challenges did that bring? Being so young it was hard to be taken seriously. Looking back it was harder than now, as I did not have

the same level of maturity, experience and contacts.

What is your current position and Hotel? What are your current job responsibilities at your hotel? I am Executive Housekeeper of the 220 room, 5 star Jumeirah Carlton Tower Hotel in central London. I have from 60-100 staff and along with the usual responsibilities of an Executive Housekeeper I am responsible for negotiating all housekeeping contracts including night, agency, florist, drycleaner, laundry and showcases. I source items for the rooms or for our operation like the linen or uniforms. I am part of the refurbishment planning of the hotel. I have to ensure my team is properly trained. It is a Jumeirah requirement that we have a proper succession plan and that all managers have an individual development plan so all can grow. On several occasions it is my turn to be the senior Manager of the whole hotel over certain weekends. I have the responsibility over a very large budget. I sometimes assist with the openings of our Jumeirah European hotels including the planning, review of mock up rooms and onsite work.

How many staﬀ are you responsible for? Up to 100 staff

What areas are you responsible for? Rooms, Public areas, Linen room, uniforms, valet, showcases & general upkeep of the hotel.

What would your typical day be like? There is no such thing as a typical day, every day is different. I usually start at 8.30am with emails and then the Management team meets at 9.00am. I may have a day of

meetings with suppliers, presentations on refurbishments. I spend time working on cost control, sourcing new ideas, organizing the reparation and recovering of areas/furniture, recording and tracking all invoices, controlling and general supervision. I get called by UK or European Hotels for assistance or advice I meet with guests and of course I have a briefing with the team. I usually finish at 7.30–8.00pm. As Chairman of the UK Housekeepers Association I have work commitments with that too.

What are your top three challenges this week? 1. Renegotiating every showcase contract, interviewing and finding new clients for the showcases. Doing a feasibility study on the construction of new ones. 2. Review of the 2013 budget 3. We are currently reviewing a change in legislation with regards to agency staff and I need to review how we will balance

our manning in 2013 between temporary staff, permanent staff and agency staff.

How did you choose those managers under you? My four most senior assistants have been with me for years. We focus on each person’s core strengths to ensure these combine well with each other. Personality is a key factor. We have a good team and for this reason we can ensure we develop and nurture each individual. We promote from within 80% of the time, the other 20% is hired from outside and bring with them new ideas and perspectives.

What criteria? Their strengths, job skills, commitment and personalities are all important.

How do you deal with staﬀ coming from diﬀerent cultures? I believe it is important to be aware of different cultures; I try not to have a majority of any one nationality. My team is not permitted to speak their mother tongue other than English

in front of others. Everyone is well integrated and everyone is treated the same. Team spirit and training with a buddy ensure everyone is unified into our big family. The staff restaurant offers food from all over the globe; this educates us on all different culinary delights and promotes a motivating environment and hence reduces absenteeism.

How does pre-opening work compare with working in an existing property? What are the top challenges in an opening? Being involved at the planning stage of a project is a big advantage. Ensuring there are sufficient funds in place at the start and getting involved in the mockup room important. Often I get called on to review plans before the hotel is constructed. It is vital that a Housekeeper approve plans at this stage to ensure the work flow and spaces are correct. For example when I was involved in a project in Majorca, I spoke to many Housekeepers there and learnt essential information such as staff requiring summer and

About Jumeirah Carton Tower The 5 star Hotel has 220 rooms and diverse banqueting suites with a wonderful pool, gym, golf simulator and massage/therapy rooms. It is situated in the heart of Knightsbridge and is located within walking distance of Harrods and Harvey Nichols department stores and the exclusive designer boutiques of Sloane Street. Jumeirah Carlton Tower was voted Europe’s Leading Business Hotel 2011 at the World Travel Awards; top three best hotels for service in the UK in the Condé Nast Traveller Gold List 2011 and 4th place for Best UK Business Hotel in the 2010 Condé Nast Traveller Readers’ Travel Awards.

winter uniforms and the need for a refrigerated rubbish and recycling area at the loading dock because of the heat in summer. Consideration on how employees will commute was important and the ways that different levels of staff work together. When undertaking any project, I love reviewing plans and elevations. I also enjoy the travel aspect of experiencing new cultures, reviewing new spaces, new machines, equipment, technology and meeting new people with different ideas and perspectives.

What are your top 3 tips for success in Housekeeping Management? 1. Know finance and be in charge of the financial workings of your Department 2. Focus on what you need to achieve to reach the standards required. 3. It is all about your team. Be flexible, treat everyone as an individual. Be fair and communicate as much as possible to each and every one.

If you had to do it all over again what would you do diﬀerently? Not a lot. You need to make mistakes to learn by them and grow. Had I known, I would have developed my financial acumen faster, now knowing how important this is for a Housekeeper. We, as Housekeepers often undervalue ourselves, now I spend time promoting our role. This has improved the awareness of our

importance within the operation and has emphasised my own position within the hotel.

What advice would you give someone starting out in housekeeping? • You need to have a strong personality and be able to stand up for yourself • You need an eye for detail and a wide vision • You need to be able to solve problems • You need imagination

How do you think housekeeping management has changed since you started? I feel the role has been downgraded over the years because Housekeepers have lost control of the finances of their Department. This is not the same for other Departments. Too many Housekeepers are promoted too quickly and there are not enough Professional Housekeepers to teach and train the next generation. Since Rooms Division Managers came into play, Housekeepers are lower paid and the role is less attractive creating a down ward spiral.

Where do you think it is heading? Hotels are starting to realise they need the expertise of a good Housekeeper to achieve high standards, properly manage costs and save in the right areas of the operation without compromise. Websites like TripAdviser have increased the awareness of the importance of service and standards. Housekeeping is no longer a department that should be used to make savings. A bad reputation is very costly. ■

• You need to be able to think on the spot • You need to be organized and focused. • You need to be a motivator and act always fairly. • Do not accept micro-management if you want to perform properly. • You have to be flexible.

How about your personal life? How do you balance work and home life? My daughter grew up with little support, on the positive side this made her stronger and more independent. I have an extremely supportive partner, someone who accepts all that I do.

What do you do for fun?

About Lycette & Associates L&A specialises in all aspects of Housekeeping Management including on-site consulting, training and development workshops including assistance with initial set-up of housekeeping operations at the pre-opening stage. L&A also undertakes customised operational reviews of existing housekeeping operations identifying and improving the effectiveness and efficiency of current departmental procedures. For more information visit www. lycetteandassociates.com or e-mail info@lycetteandassociates.com

Horse riding, skiing, sailing and decorating. I love new ideas. I would rather spend my Sunday in a DIY shop than in a girly shop.

First impressions can attract guests, however, it counts for nothing if their last impression is affected by a poor night’s sleep. At King Koil Commercial we understand the impact we can have on your guests satisfaction, that’s why our commercial sleep consultants are dedicated to working with you to ensure that what’s under the covers is a sleep set that provides the comfort and support to enhance your guests experience with the quality, durability and service that you expect. As part of A.H. Beard, Australia’s premier bedding maker since 1899, King Koil Commercial can offer a range of sleep set options to suit every budget, or design a signature product to suit your unique needs SLEEP SOUNDLY Designed in conjunction with International Chiropractor Association our King Koil Commercial sleep sets have your guests back in mind, choose from our commercial range of sleep sets engineered to meet the needs of the most discerning hotels or for those who just want the best value without compromising on quality and comfort.

SERVICE Our team are dedicated commercial sleep specialists trained to understand your needs and with manufacturing facilities in all states of Australia and New Zealand, prompt, reliable service is assured.

INNOVATION Providing the latest innovative sleep systems, comfort materials and fabrics for superior performance and durability has ensured King Koil Commercial remains at the forefront of bedding in Australia

> >

1300 654 000 www.ahbeardcommercial.com

Thinking Management

DEAN MINETT

When I was writing for another magazine many years ago, I used to periodically compile my A to Z of Hospitality. As we are approaching the end of this year I thought it might be good to review it again. I hope it helps. A is for ASK. Better to ask a question and appear dumb, than not ask and prove it beyond all doubt!

B is for BETTER. Some folks of all generations seem to think it is OK to just do the job, and leave it there, however no matter the standard achieved, we can always do that little bit more. (As someone once said: “Good, better best, never let it rest, until your good is better and your better best!”)

C is for CANNOT. This not a word to be used in providing quality customer service. Try some alternatives like “may I suggest an alternative…” or “I can do ….”. People that use “cannot” a lot tend to update their resumes fairly regularly. D is for DROPKICK. We tend to meet them occasionally in our line of work. Just remember, you can’t be rational with an irrational person. E is for EXTRAORDINARY. People remember the extra, not the ordinary.

F is for FOLLOW UP. If we promise something, we should do it, and make sure the other person is happy with what we’ve done. (If we don’t follow up, we usually bugger up!) Similarly, if we delegate tasks to others, we need to follow up to ensure they have completed it. As the saying goes, “what doesn’t get measured, doesn’t get done”.

G is for GROWTH. This is usually preceded by pain – lots of it. Why do you think so many people avoid it? H is for HAIR. Well-groomed, one colour (preferably brown, black, blonde, redhead or minor variations) if you want to progress in a professional hotel career. I is for INSPIRATION. Good managers need it, give it, and appreciate it in others. Inspiration can be as simple as saying thank you or as detailed as getting our hands dirty and helping out when things are really busy. J is for JUSTICE. Say wha? This goes with words like fairness and ethics. We should be even handed with everyone, and as the saying goes, “justice must not only be done, it must be seen to be done”. K is for KISS. No, not the lip lock variety, but “Keep It Simple Stupid!” Hotels are a simple business at the end of the day. Our guests want a room that is clean, at a price that is fair and to be served by people who are sincere about service. Isn’t it amazing how we complicate this sometimes?

L is for LUCK. Denis Waitley defined it as the intersection of preparation and opportunity. If we work hard and anticipate, then when opportunities come knocking we are prepared to take advantage of them. (As many people have said, it is amazing how the harder they work, the luckier they become!)

M is for MOTHER. Most people only need one, so we don’t have to be one at work! If you are a boss, then act like a caring boss, not a personal carer. N is for NEVER GIVING UP. Never. Never. Never. (Winston Churchill)

O is for OPPORTUNITY. Inside every challenge there is an opportunity: to do something better; to learn; or to grow. P is for PERSONAL TIME. Most people I talk to still comment on hard they are working and don’t seem to have time for other things like hobbies, sports or, oh yes, family time. To be good at our job, we have to look after ourselves and allow space to relax otherwise we cannot be effective. Indeed, if we keep pushing then we eventually become destructive. Not a good look.

Q is for QUEUES. Try and avoid them – creating them and standing in them! R is for RADICAL. Every so often, if things aren’t quite working or are a bit boring, try something radical. New style of service, new menu, new technique, new whatever – what have you got to lose?

S is for SENSIBLE. It’s well and good to be passionate about something, but learn when to fight and when to agree. It’s no good winning a battle and losing a war.

T is for TWITTER. In addition to this I would add Facebook, Instagram, MySpace, Tumblr…in fact any social networking and sharing sites. These are excellent channels through which to communicate marketing messages to clients, but very poor channels to market yourself to future employers if you are only posting how drunk/bored/excited/ looking forward to the weekend, you are. Many employers are now making active searches on social media sites to check on future employees, so, irrespective of whether you think this is fair or not, don’t post what you wouldn’t like your boss to see. U is for USEFUL. Students often ask me how to get ahead. Is it via their degree or some other skill? I always tell them, if you have a degree, that is good but if you can demonstrate how you add value to your employer you will never be unemployed.

V is for VIRTUOUS. One of the best attributes someone can offer to an employer is to be virtuous or honest. Earning the trust of an employer means greater employment stability and more opportunities for advancement. (Not to be confused with sanctimonious!) W is for WILLPOWER. Closely aligned to motivation, our willpower underpins our ability to follow through and achieve desired goals, no matter what obstacles are in the way. We can usually get what we want if we are prepared to put in the hours of effort to get it. I don’t know of too many self-made millionaires that got there through giving up when things got tough.

X is for XENOPHOBIA. Being afraid of other people, especially from other countries isn’t a good start to the hospitality industry. Australia has a good history of welcoming visitors from all walks of life. If you suffer from Xenophobia, may I suggest you become a customs inspector perhaps? Y is for YELLING. People who yell invariably are not rational people. (See Sensible above). For guests that yell, politely ask them to sit down first (as this causes them to take a breath and usually settle down a little), and then listen. Once they have finished, use that complaint handling technique that your company has developed (and everyone has their own acronym), and then look at how to demonstrate service recovery. If yelling persists, pass it on to the boss! (If it is the boss that is yelling, good luck!) Z is for ZIP. Learn when to shut-up and say nothing. Zip. Zero. In our industry, one of the hardest techniques to master, but one of the more valuable! Wishing everyone a happy festive season and wonderful New Year! Minett Consulting Pty Ltd minettco@bigpond.com.

BRANDS OFFERING AN UNFORGETTABLE HOTEL EXPERIENCE the

BUZZ

FINALLY! AFFORDABLE, BRANDED TOILETRIES HIT AUSTRALIAN HOTELS

Savvy hotel operators today are looking to enhance the guest experience by upping the stakes when it comes to fabulous bathroom products. Designer brands were in most cases unaffordable but we have discovered some of the newest and hottest brands that have launched into the hotel industry this year. Today’s guests are looking for more than bland, generic shampoos and lacklustre soaps. The brands we’ve reviewed are reputable labels with artfully designed packaging and highest quality ingredients. They offer individually tailored,

comprehensive amenity ranges to meet the high expectations of hotel operators. The ultimate aim is to provide a rich experience for hotel guests from the initial warm welcome, the check in, the comfy bed, the soft linen and ﬁnally the amazing toiletries that make that point of difference. A happy hotel guest is a returning guest and the ﬁnest details matter. Here is our pick of the leading and most innovative Australian brands for 2013.

Amenita Body+Skin+Hair is a classic, urban collection of refreshing bath and body products for everyone. The range is based on formulas composed of quality ingredients, inspired design and impeccable service in delivering excellent skin care products.

www.amenita.com.au

4 5

1. Amenita VIP-bath range, himalayan bath salt 2. Amenita products presented on acrylic tray 3. Amenita toiletry bag 4. Amenita VIP- bath range, bath bomb with dried ﬂowers 5. Branded soap & amenities range, toothbrush, shaving kit, shoe shine & sewing kit.

comes with complimentary

LEATHER TRAY

The Morrissey fashion label launched in 1997 has been worn by A-list stars including Jon Bon Jovi, Nicole Kidman, Elle MacPherson, Michael Hutchence and Kylie Minogue. Designed with a contemporary lifestyle in mind, and brimming with individuality, Morrissey collections always exude a sense of sensuality and sophistication. The two collections Morrissey First Class and Morrissey Whites capture the true essence of the label, and are only available to ďŹ rst class hotels that meet the brand requirements.

www.morrissey.net.au

1. Morrissey products on leather display tray 2. Morrissey 40ml bottles, comes in white or black 3. Morrissey lipbalm 4. Morrissey 500ml hand pump 5. Morrissey VIP-bath range, himalayan rock salt, bath bomb & body scrub 6. Morrissey White, the whole collection. Bottles comes in 50ml or 30ml.

APPELLES APOTHECARY! Formulated with certiďŹ ed organic Australian native essential oil blends and beneďŹ cial active ingredients, the new harmonious Apothecary range is thoughtfully developed for a luxurious and beautiful experience.

APPELLES BATH & BODY Appelles is a range of bath and body products named after the famous Greek painter. The range is as colourful as the tropics, delightfully quirky, and above all, lots of fun!

www.appelles.com.au

ONLINE STORE OPENING SOON

1. Apothecary VIP-bath range, body scrub & bath caviar 2. Apothecary amenities & soap 3. Apothecary products on sustainably sourced wooden tray 4. Appelles VIP-bath range, himalayan rock salt & bath bomb 5. Appelles products on acrylic display tray 6. Appelles toiletry bags 7. Appelles VIP-bath range, bath bomb & loofah 9. Appelles retail 100ml hydrating gel

The House of Zambeli is all about creating beautiful products that make their customers feel special. The truly decadent Zambeli range evokes the philosophy of pleasure and the commitment to spoiling their customers with luxurious products. Zambeli products are available only to ďŹ rst class hotels that meet the brand requirements.

www.zambeli.com.au choose from

THREE DIFFERENT RANGES 4

Renowned fashion designer Peter Morrissey has been at the forefront of the Australian fashion industry for over 25 years. Now he has launched a reďŹ ned yet affordable range of bath and body products that is perfectly on trend.

www.petermorrissey.com.au

6 7

1. Zambeli himalayan bath salts 2. Zambeli products on leather tray 3. Zambeli loofah 4. Zambeli bath bomb & soap 5. Peter Morrissey body scrub 6. Peter Morrissey Classic products on display tray 7. Peter Morrissey VIP-bath range, himalayan bath salt & bath bomb 8. Peter Morrissey Classic soap 30g 9. Selection of Peter Morrissey collections, Signatures, Essential & Classic ranges.

Taking Care of Your Mental Health Information for you, your colleagues and your family members

alf the Australian population will experience a mental health condition at some stage in their lives – an even greater concern is that more than 50% of those people don’t seek help, even though effective treatments are available. The reluctance of individuals to access help, amongst other reasons, has been associated with: • a lack of awareness about what is happening; • a lack of knowledge about effective treatments available; and • a reluctance to seek help based on the stigma associated with disclosing a personal experience. Depression and anxiety are two of the most common mental health conditions. The impact of these left untreated can be considerable not only for an individual but also for their family, friends and colleagues. Noticing concerning changes in four key areas (as indicated below) is the first step to encouraging access to help. Seeking help early can aid recovery, improve outcomes and prevent relapse. Below are some of the common signs and symptoms of depression and anxiety. While experiencing one or more of DEPRESSION Physical

Behavioural

• Feeling run down • Fatigued • Low in energy • changes in appetite (eating more or less) • Weight changes • Sleep problems

• Agitated • Tearful • Avoiding people at work • Drinking more to cope with problems • Taking excessive time off work sick • Loss of interest and pleasure in things

Thinking

Feeling

• Problems with concentration • Indecisiveness • Hopelessness • Helplessness • Worthlessness • Problems with memory • Negative thinking

• Sad • Low • Empty • Irritable • Excessive guilt • Easily frustrated or angry • Lack of motivation

these symptoms might indicate a need for a person to talk to a professional about their mental health and wellbeing, it doesn’t necessarily mean they have a mental health condition. There are a range of effective treatments available for common mental health conditions. A person might engage with one or all three of these depending on their situation. The amount and duration of treatment will also vary from person to person. • Psychological or talking therapies – your Employee Assistance Program (EAP) is an excellent example of this type of intervention, offering free, confidential counselling to employees and their families as a workplace benefit. • Medical treatments – such as anti-depressant medication which can be prescribed by a GP and has proven effectiveness for a large percentage of affected people (despite common myths of side-effects); • Social or lifestyle factors – such as exercise, weight management, getting a good night’s sleep, connecting with people and engaging in activities such as hobbies. Often when someone is feeling unwell, it can be difficult to get to a point where help is engaged. We can all play a role in taking care of the mental health of ourselves and those around us by understanding more about common mental health conditions and knowing how to access help when it’s needed. ANXIETY Physical

Behavioural

• Irritability • Restlessness • Tension • Shortness of breath • Muscle tension • Sweating

• Avoidance • Being on edge/jumpy • Problems concentrating • Using alcohol/other drugs to cope with stress

Thinking

Feeling

• Constant worry • Recurring negative thoughts • Obsessive thoughts • Problems concentrating • Anticipating the worst

• Irritable • Fearful • Panicky • Feeling of losing control • Feeling overwhelmed

beyondblue is a trusted brand in workplace mental health. Davidson Trahaire Corpsych (DTC) is the sole licensee for the beyondblue National Workplace Program in Australia. Accredited facilitators deliver the program to agreed standards. Since 2004 the program has been delivered to over 65,000 participants in over 600 businesses. It has been shown to significantly: • increase awareness • decrease stigma • improve attitudes • increase confidence to assist someone seeking help DTC supports you to improve your workplace productivity. Mental health problems have a direct impact on your workplace through reduced morale, increased absenteeism, reduced productivity and increased costs. The beyondblue National Workplace Program is an awareness, early intervention and prevention program, specifically for workplace settings, which aims to increase the knowledge and skills of staff and managers to address mental health problems in the workplace. DTC helps you to achieve meaningful outcomes. The beyondblue National Workplace Program utilises an evidence-based approach and focuses on:

• how to recognise a work colleague who may be experiencing depression or an anxiety disorder • how to support someone to get help when they haven't been diagnosed • practical management strategies such as return to work plans and making adjustments in the workplace. Call the EAP on 1300 360 364 to access fast, free confidential coaching or counselling. This service is available to you and your colleagues as well as family members. Your EAP is here to help Remember the EAP offers support through confidential face-to-face, telephone, video and online counselling for individuals, and coaching and advice for managers. For support, advice or to make an appointment just call your EAP provider, Davidson Trahaire Corpsych (DTC) on 1300 360 364. Visit www.beyondblue.org.au for information about common mental health problems and how to access help. beyondblue has a wealth of free information resources you can access as well as a 24-hour information line 1300 224 636

Rubbedin

helps hospitality industry with sustainability The hotel and accommodation industry is making huge progress in reducing its environmental footprint by reducing its reliance on chemicals and using cleaning products that are environmentally responsible, improving overall cleaning performance and promoting stronger sustainability credentials to customers. With an already strong sense of environmental responsibility and the awareness that not all green cleaning products are truly green, Rubbedin (proud manufacturers of some of Australia’s most well-known speciality cleaning products for over 32 years) saw the need for a green product that can help companies achieve their sustainability goals with ease. Marslie Smits, Sales and Marketing Director and co-owner of Rubbedin says “There are many different types of hazardous cleaning chemicals used in the hospitality industry and they pose a threat not only to the environment but to employees too. Sustainable cleaning and cleaning practises are on the increase. Over the last year we have experienced an increase in enquires and sales of particular products that are suitable for eco resorts, hotels and apartment servicing companies. Our products have a proven track record when it comes to cleaning ability and environmental responsibility. More importantly they are safe for employees to use and that is what sustainability is about”. Being safe for the environment is one thing, but what about safe for the user? As an asthma and allergy sufferer since the age of 3, Marslie Smits, is aware of the lack of cleaning products suitable for individuals with allergies and asthma as well as the rise in cases of Occupational Asthma.

important issues affecting the industry today, both from an environmental and an individual’s health point of view. Our range has been carefully formulated with dermalogically tested, plant and mineral based, non ecotoxic ingredients that have been specifically chosen because they deliver extraordinary cleaning power. The go-clean go-green® products contain low grade sensitisers and are extremely low VOCs. They are chlorine-bleach, ammonia and D-Limonene (orange oil) free; all known triggers for asthmatics and sensitive individuals. D-Limonene, although a biodegradable natural resource, is now classified by the NOHSC as an eye and skin irritant. It can cause respiratory problems in sensitive individuals and those exposed to it over prolonged periods of time. It can be toxic to aquatic organisms and may cause long term adverse effects in the aquatic environment. In Europe, products containing D-Limonene are classified as marine pollutants and carry a symbol of a dead tree and a dead fish to identify its environmental toxicity. And these European labelling regulations will be adopted in Australia in the future. The entire go-clean go-green range is biodegradable, phosphate and sodium free as well as suitable for septic tanks and grey water systems. It’s also hypo-allergenic and has been accepted by the National Asthma Council Australia as a Sensitive Choice® Partner. The only Australian made cleaning products to be part of the Program. Go-clean go-green is the perfect choice for hotels and resorts that are truly concerned about sustainability. ” For more info please email Marslie Smits sales@rubbedin.com.au or tel 07 3245 3255 www.rubbedin.com.au

Rubbedin’s go-clean go-green® range was launched in 2011 after 3 years of extensive research, development and testing. “In the developed world our allergy rates are skyrocketing. Today more than 7 million Australians are living with allergies and asthma. There has long since been a link identified between standard cleaning products and damage to the environment and health and this is particularly relevant for those suffering from allergies and asthma. Most standard cleaning products contain highly toxic chemicals, sensitisers and Volatile Organic Compounds (VOC’s) which can cause irritation of the nose, throat and airways. As manufacturers we have an obligation to ensure that we are up to date on the

Floor Mats R

epairing or replacing worn facility flooring is a costly and time-consuming process that interferes with the daily work environment and compromises employee productivity. Therefore, companies are constantly on the lookout for cost-effective methods to promote building sustainability and maintain facility flooring. By strategically placing mats throughout a facility, managers can minimize wear and tear on multiple floor surfaces to significantly reduce replacement costs. Floor mats provide benefits beyond just protecting facility flooring. By trapping dust and other particles that could later become airborne, floor mats also improve indoor air quality. This not only facilitates a healthier environment, but also prevents these particles from compromising facility office and production equipment, improving the longevity of equipment and reducing the number of repairs. In addition to enhancing sustainability, mats can also improve facility safety by preventing slips and falls in high-traffic areas. Further, they can help reduce the risk of musculoskeletal or ergonomic injuries for employees required to stand on hard surfaces. With increased safety, employees will suffer fewer injuries, resulting in fewer personal injury claims, reduced absenteeism and improved productivity ultimately impacting profitability.

THE TWO-MAT SYSTEM One of the most daunting challenges when maintaining floor integrity is preventing damage caused by outdoor elements, such as dirt, grit and moisture. A large contributing factor to preserving flooring is minimising the amount of contaminants that enter into the building from outside. While a seemingly simplistic solution, matting is a powerful ally against the environment’s destructive capabilities. It is important to keep in mind that deciding where to place the mats is a strategic process – just throwing them down anywhere is not effective. Mats should be professionally measured, fit and chosen for your type of building and use. The two-mat system – operating on a “scrape and dry” principle – consists of both a scraper mat and a brush mat. Scraper mats are placed outside building entrances to remove soil from shoes as patrons enter. Constructed of durable, nitrite rubber and featuring a multi-directional surface pattern, scraper mats are used to remove tough dirt and grime, serving as the first line of defense when promoting floor sustainability. Used in conjunction with scraper mats, brush mats complete the two-mat system. Placed adjacent to scraper mats on the inside of doorways, brush mats wipe off any remaining soils while locking in remaining moisture. Brush mats contain extra-coarse, monofilament nylon fibres for superior dirt trapping capabilities and a non-skid backing to withstand the demands of high foot traffic without the risk of sliding. Implementing these mats in unison allows

BY CHRIS MAYER

facilities to eliminate nearly 90 percent of dust, dirt and water contaminates at the door. It’s important to use the correct formations and sizes to reduce these contaminates. Plus, as environmental conditions change throughout the year, these mats will provide comprehensive protection against diverse seasonal elements all year long. Designed with specially engineered fibres, floor mats not only attract dirt, but also lock it beneath the surface to prevent re-contamination. With environmental elements being instrumental in causing premature damage to flooring, strategic mat placement and implementation enables facilities managers to minimise these impacts and the corresponding costs associated with them.

FLOORING CONSERVATION A critical component to improving floor sustainability is to minimise labour requirements and excess costs. Nearly 90 percent of all facility maintenance expenses arise from labour; therefore, facilities should be searching for solutions that maintain the integrity of the flooring while simultaneously minimizing labour costs. Given the amount of traffic that moves through many buildings on any given day, dirt is not only transferred throughout the building, but is also ground into the flooring – requiring frequent deep cleaning. In buildings with heavy foot traffic, dirt can accumulate quickly, and maintaining floor appearances can easily become an expensive and time-consuming endeavour, often requiring frequent scrubbing and stripping. Reducing the amount of dirt particles is not the only challenge to maintaining cleanliness. Facilities must also be aware of moisture that is tracked in from outside or saturation caused by spills and leaks. This moisture can result in severe damage and premature wear to carpets, which often requires costly carpet replacements. Moisture tracked in from the outdoors can also result in hazardous mould growth, which not only damages the carpets, but also requires special crews to properly clean and endangers facility occupants. Additionally removing mould typically requires specialised contractors, which increases cleaning costs. Implementing mats in areas prone to dirt and moisture saturation, such as entryways and break rooms, can significantly reduce the amount of soil that may damage the flooring. Mats can replace labourious hard floor sweeping, mopping and scrubbing, or simplify carpet care by reducing vacuuming and extracting requirements. Further, because mats are often professionally laundered, the dirt they trap is, ideally, permanently removed from the building each time they are cleaned. Offered in diverse colours, styles or with personalised logos for brand recognition, floor mats not only prevent unsightly stains that detract from facility appearance, but can also complement the building’s aesthetics.

INDOOR AIR QUALITY In addition to assisting with floor preservation, floor mats safeguard office production equipment from being infiltrated by contaminates. Dirt and dust are often airborne, travelling throughout the building, and can cause performance malfunctions in crucial electronics, lighting and HVAC systems. Mats will lock these airborne particles beneath their surface fibres to prevent them from compromising equipment, while improving the air quality throughout the facility. Scraper and brush mats actively reduce the amount of airborne particles present throughout a facility, and are instrumental in preventing equipment failures. For instance, facility electronics, such as computers, can accumulate dust and other contaminates, resulting in system breakdowns or malfunctions. By trapping these particles, floor mats keep them from permeating the atmosphere and causing crucial equipment failures. Along with increasing the longevity of electronics and other equipment, mat-induced improvements to indoor air quality also promote a healthier environment. According to the Environmental Protection Agency (EPA), poor indoor air quality is among the top five environmental risks,

causing or aggravating a wide variety of health problems, including asthma, respiratory irritation and congestion. By reducing the amount of particles employees inhale, facilities can minimise respiratory conditions exacerbated by airborne contaminates. This not only improves the work environment, but also improves productivity.

THE IMPORTANCE OF PROPER LAUNDERING Facility managers should also ensure that mats placed throughout the building are not only high quality, but are also ideally professionally laundered. If floor mats are not properly cared for they will no longer be able to store dirt and dust beneath the surface and these particles will begin to settle on top of the mat. This allows contaminates to be re-distributed throughout the building, ultimately reversing any positive impacts and, once again, lowering the indoor air quality within the facility. Further, low-quality, store-bought mats may be poorly constructed, wearing out quickly, and are generally vacuumed to maintain cleanliness. Over time, vacuuming will only pick up ten percent of dirt particles within the mats, significantly reducing the matâ&#x20AC;&#x2122;s effectiveness. Alternatively, mats that are cared for through a laundered

mat program will help retain their quality. High-quality mats are constructed with heat-sealed, twisted fibres, which ensure continuous dirt-locking capabilities. Implementing laundered mat programs reinvigorate fibres to prevent them from matting down, delivering better performance over a longer span of time.

SAFE SUSTAINABILITY While mats provide multiple sustainability benefits, such as the above mentioned floor integrity and indoor air quality, they are also a valuable safety solution – preventing slip and fall accidents and reducing the occurrence of musculoskeletal disorders. Mats can reduce the hazardous conditions, such as slippery soils that cause such incidents. Mats serve as a proactive method of containing spills and leaks throughout the building, maintaining safety beyond the front door. By engaging in fall prevention, facilities will benefit from both a cost and productivity standpoint. Along with slip and falls, musculoskeletal disorders due to fatigue pose a real concern for most employers, as one in every three worker’s compensation claims are due to food, leg or back injuries. These conditions are often caused or exacerbated by working on hard surfaces for prolonged periods. Therefore, implementing anti-fatigue mats can prevent employees from enduring chronic discomfort. Accepted by the American Podiatric Medical Association, anti-fatigue mats feature a unique raised surface and are constructed of nitrile rubber for superior comfort and durability. Anti-fatigue mats are design to decrease stress on feet and legs by providing a cushioning surface and creating the optimal working surface for standing over prolonged periods of time. Taking a proactive approach to enhancing safety can collectively save companies millions of dollars each year in worker’s compensation claims, in addition to reducing absenteeism and improving worker productivity. For instance, employees suffering from musculoskeletal injuries can suffer losses in productivity each day due to discomfort; however, providing ergonomic anti-fatigue mats to these employees can allow employers to gain this productivity back.

LOOKING AHEAD Increasing the sustainability of a facility offers a wide range of advantages, including reduced repair costs and labour, as well as improved employee health and productivity. With the continued focus on meeting sustainable objectives, floor mats deliver a solution capable of providing each of these benefits without increasing costs. Floor mats offer a simple cost-efficient and highly effective method to improve and satisfy sustainability initiatives for any size facility. ■ Published with permission of Executive Housekeeper Today.

WELCOME TO

CROWN METROPOL

PERTH

On the banks of the world-famous Swan River, overlooking the sun-kissed backdrop of the Perth city skyline, Crown Metropol offers the ultimate five-star luxury accommodation experience. With a stylish and modern product offering, the property is located only 15 minutes from the international and domestic airports and only five minutes from the Perth CBD, making it the perfect location for both business and leisure travellers. The refurbishment and modernisation project at Crown Metropol has seen the redesign of all guest rooms, floor foyers and a stunning new reception area setting a new benchmark for true five-star international luxury in Perth, Western Australia. Each of Crown Metropolâ&#x20AC;&#x2122;s 395 luxuriously appointed guest rooms and suites exude a unique level of modern elegance and comfort, with an abundance of space and natural light, featuring high-tech entertainment facilities, plush furnishings, a large executive desk area and spacious, modern bathrooms. Guests can also enjoy access to a range of deluxe facilities, including the newly developed Main resort pool area, and the sophisticated ISIKA Spa and Salon. â&#x2013;

General Manager Proﬁle

Amery Burleigh Solid partnership helps to keep luxury standard Working in hotels across the United States and Australia has given Amery Burleigh a strong grasp of how a good housekeeping department should run. The General Manager of the 296-room has found that combining the service standards of hotels in the United States with the open friendliness of Australians will keep up the hotel’s five-star reputation. Amery works closely with Executive Housekeeper Libby Sharp to make this happen. “We have a team that is so proud of their rooms and products. Libby and her housekeepers know their jobs really well and they are always ready for another challenge. We have a low turnover of staff which helps to create a real community feel in the department.” Amery started at the in May 2012. Libby has been Executive Housekeeper for four-and-a-half years. Amery started her career working in restaurants in Silicon Valley, California. She developed a strong interest in food and wine which has stayed with her throughout her career. She began in the hotel industry when she took up a position as Food and Beverage Manager at the hotel in Seattle. She transferred to the Atlanta, Santa Barbara and San Francisco hotels in the chain before moving to Sydney to work for Accor. She has not regretted the move. “There is such a warm sense of community and family here. People aim to have a good work-life balance and that’s quite different from the consumer-driven nature of the United States. The focus over there is more about ‘keeping up with the Joneses’.” The laid-back Aussie attitude does have its drawbacks however. In order

to provide a luxury experience, Amery and Libby need to make sure that they are paying enough attention to the needs of their guests. “The housekeepers try to find out what each individual guest prefers when their room is cleaned. Being on the Gold Coast means that most guests are staying for longer than just one night, so we need to read our guests and make sure that we arrange their room how they like it. If they are here for a special reason then we will try to acknowledge it by leaving a card or if families are staying then we can arrange for their kids to be looked after.” Each morning Libby and her housekeeping team have a brief. On Mondays they have a module of training on a specific focus area for the week. This often includes a role play, which helps the team’s confidence and makes the training far more enjoyable than just having written instructions. The team also catch up outside of work hours. Their next event is a cocktail dinner aboard a cruise ship from Hope Island to Marina Mirage just above the Gold Coast. Amery is very proud of the way that Libby keeps her team happy and motivated, while is also thankful for Libby’s impressive networking efforts. Libby is President of the South East Queensland Professional Housekeeping Association (SEQPHA) which has led to the hiring of two supervisors for the through her networking. Libby has also been on the Accor Rooms Division Taskforce for the past two years. Amery has found that maintaining a high quality of staff is the biggest challenge in housekeeping. “Most of our housekeepers are mothers who

have children. Housekeeping works really well for them because they can start at 9am and finish by 3pm, allowing them to work during school hours and maintain a social network through work as well.” Amery considers the most important tool that a manager can use is to simply acknowledge good performance. Amery makes sure to recognise her hardest working housekeepers at their meetings or by handwriting a card to show how important their efforts are to her, Libby and the hotel. Over the past decade Amery has noticed that more hotels are outsourcing their housekeeping to private contractors. She feels that there is higher productivity and better practises with in-hotel housekeeping, although there is a greater risk of liability should a housekeeper get injured. The main reason for the push to outsourcing has been to shift this risk from the hotel to the contracted company. Outside of the hotel Amery enjoys bushwalking and has fallen in love with Australia’s flora, fauna and wildlife. She has bushwalked Cradle Mountain in Tasmania along with the famous Milford Sound in New Zealand. She enjoys cooking and commutes up to the Brisbane Farmer’s Markets every Saturday morning to find the best fresh produce. Mexican is her favourite dish to cook accompanied by a Tasmanian Pinot Noir. Amery and Libby’s partnership has been very successful. Amery’s North American experience and Libby’s deep knowledge of housekeeping with ensure that they continue to keep up the luxury image along the Gold Coast. ■

Proﬁle

Catherine Barbeoch Le Voyageur: Travel rewards Catherine’s hard work in housekeeping From the west coast of France to the east coast of Australia, Catherine’s housekeeping career has taken her across the world. The Executive Housekeeper of the 436 room, five-star Sofitel Sydney Wentworth has come a long way from the Brittany region of France where she grew up. When living in France, Catherine entered the industry when she wanted to do an MBA in Hospitality Management in Paris. “When I applied for my MBA I got accepted, but I didn’t want to do the course full-time. The costs were too much but they also offered an apprenticeship program at one of the hotels in Paris for two days a week. The hotel would pay the university fee and a small salary. I had an interview with the Director of Rooms at Four Seasons Hotel George V, who was a Canadian lady named Leah Marshall. She is now the Hotel Manager at , which is one of Paris’ nicest hotels”. When Catherine told Leah that she wanted to be Director of Rooms in a few years, Leah laughed and insisted that she needed much experience in housekeeping to take on such a role. Catherine completed the apprenticeship and was contacted by Leah to join Shangri-La (Leah joined the pre-opening team of the Paris hotel). She had liked Catherine’s work and so she offered her a position at the new 750-room - in Singapore. She was ‘number two’ in the housekeeping department there and worked there for two-and-a-half years. “It was extremely tough at the beginning because it was a different culture, different country and different company. I was 24 when I joined so I was also very young.”

She moved to Australia after her mum e-mailed her details of an available Executive Housekeeper position at the Sofitel Sydney Wentworth. “I’d always wanted to come to Sydney after seeing the 2000 Sydney Olympics. I used to swim and I loved watching Ian Thorpe!” “Sometimes of course you want to go home to be with your family but here I am learning so much and doing so much more than what I would be back in France. I really like the community culture and the way that people work here.” Catherine joined the committee of the Professional Housekeepers Association of New South Wales (PHAN) in March 2012. She has helped to organise a range of events, including a wellness day which included massages and yoga to help housekeepers manage stress at work. “I’ve never had time to do yoga or anything. We do the exercises after the morning briefings and I think that it’s especially important for the guys who need their muscles to be warm before they start pushing trolleys and cleaning up to thirteen rooms.” “I was asked to join the committee because they needed some fresh blood and I thought it was a great opportunity to meet other professionals in the housekeeping industry and to get to know more people in Sydney,” she says. Their most recent event celebrated the London Olympics in August. Over 260 guests dressed up in brown and gold colours and enjoyed a dinner with some unique Olympic sports, such as the Toilet Roll Throwing main event. “I was wearing a Chinese cheongsam which was gold in colour,” she says, keeping with the theme of the night.

Catherine also involves communityminded companies in PHAN, such as the Salvation Army and Job Support; a recruitment company for people with disabilities. She also played a part in organising a seminar about the new Carbon Tax which helped to explain what it was and how it would affect housekeeping. “The main effect it (Carbon Tax) will have on the industry is that it will increase the cost of our supplies. We had Lycette and Associates (housekeeping Management Company) and Stephen McGoldrick from the Institute of Sustainability and Hygiene International come to tell us about the tax.” Catherine’s most valuable contact in Australia has been Maureen Jolowicz, who is President of PHAN and also Executive Housekeeper of the Radisson Blu in Sydney. “She is like my neighbour; it’s a twominute walk to where she works! When I arrived in Australia I had no idea about the country’s culture or its laws. I joined PHAN and Maureen was very helpful, kind and caring.” “She also answered all my questions about Australian labour laws and suppliers around Australia.” Catherine is currently engaged to fiancé Morgan, who is currently living in Hanoi, Vietnam. Their wedding will be held in France in June 2013. Catherine is proud of her nomination for Executive Housekeeper of the Year at the Hospitality Management Awards in September 2012. Although she didn’t win, she says she has thirty more years ahead of her to win the prize. With her work ethic and personality, there’s every chance of that happening soon! ■

Proﬁle

Timothy Smith

eeting Tim Smith, Executive Housekeeper at The Westin Melbourne , his enthusiasm and passion for the hospitality industry and his team is palpable. Tim has been working in hospitality since he was 15, starting as a casual kitchen hand at the North Ballarat sports club. On completing Year 12, Tim enrolled at the Australian International Hotel School, Canberra where he studied a Degree in Hotel Management. As part of the course , Tim completed two work placements, the first at Sheraton Towers, Melbourne (now The Langham) working in banquets, the second at the prestigious Craig’s Royal Hotel, Ballarat, which was undergoing a multi-million dollar refurbishment program. Here Tim worked across a variety of positions including Maitre D’ and Duty Manager whilst gaining his gaming license during this time. In 2003 , he moved to the Radisson Resort on the Gold Coast, working as a waiter before transferring to Front Office as a Guest Service Representative. Wanting to move back to Victoria to be closer to his family Tim accepted the position of a Guest Service Agent at the Four Points by Sheraton at Geelong (Vic) before receiving several promotions, first to part time Duty Manager , then Night Manager and finally to Assistant Front Office Manager over a period of three years. In September 2007, he transferred to The Westin Melbourne as a Front Office Duty Manager for fifteen months before taking up the challenging role of Executive Housekeeper responsible for 262 guest rooms and public areas. Whilst Tim agrees the role is demanding at times, Tim has broadened his expertise and

proficiency in all the diverse areas for which Housekeeping is accountable, whilst also overseeing a $6m soft refurbishment of all guest rooms and corridors. Working with Starwood has given Tim the opportunity to take up other roles in his pursuit of becoming a General Manager in the near future. “Starwood Careers” is a program which grooms potential employees for promotion and he currently has two Housekeeping associates enrolled – a room attendant who is being groomed for a future supervisory role and a supervisor hoping to become a future Department Head. Tim is also one of the “Property Service Culture Trainers” within the Westin where new staff from all departments undergo extensive training in service culture and protocols over the first months of employment. He is motivated to ensure the entire team makes a difference to the guest experience by creating a positive first impression and advises that “no shortcuts should be taken if you want a good outcome”, sensible advice that many hotels would do well to follow.

Westin’s signature “Run-Westin” allows all hotel guests to book a running concierge, of which Tim is one, to guide them on a variety of running tracks around the city. Tim who is a fitness fan says he enjoys accompanying guests on their run. Tim was born in Ballarat (Vic) and has four brothers (including triplets) and a sister. His hobbies include running, staying fit and occasional body surfing in Torquay where his parents own a weekender. Tim is poised to take his next step with Starwood, a company which opens a new hotel every nine days in Asia Pacific and talking to him I believe he has the competitiveness and passion to succeed. ■

The Westin Melbourne has several wellbeing initiatives for guests and associates alike. As sponsors of the annual 14km City to Sea fun run, the hotel encourages associates to participate in the event whilst raising funds for the Starlight Children’s Foundation.

Which cleaning method is best for my carpet? BY COLIN NATION

Here he goes again. He is going to tell us to put down that sandwich while he tells us gruesome stories about groobely things that live on our carpet or crawl about on our furniture and infect our lungs with horrible microorganisms that inhabit the soiling in our indoor environment. Maybe, Maybe not.

efore you decide on a carpet cleaner to clean your carpet, or maybe you have your own carpet cleaning equipment and look after it yourself, I will explain some things that will help you keep them looking great and performing well and keeping the look you paid for as long as possible. In my role as a carpet cleaning trainer and consultant, I often get asked, â&#x20AC;&#x153;Which method of cleaning is best for my carpet?â&#x20AC;? Unfortunately there is no clear answer. A lot can depend on the style of carpet, the fibre content of the pile, the method of installation, the soiling type that the carpet is subject to and what you normally do to maintain it.

Let’s start with soiling. What is soil? Soil is pretty much anything unwanted in the carpet that is removable with cleaning. Stains are the colours and dyes that are not removable with normal cleaning. So in effect there are really only 3 types of soils and the rest are stains. (The stains we will consider in a future article.)

power agitator head to go with it if you want to get out as much soil as possible. My preference is a duel motor up-right vacuum. They are safer and much easier to use and far more effective than a suction only machine. Make sure you have HEPA filters on any vacuum cleaner to prevent recycling of ultra fine particles.

area of a hotel, or anywhere North of the Queensland border, the moisture levels in the air are enough to continually keep the soil moist and sticky. Sticky soils don’t vacuum up. The alternative is to rinse it out with water with the hot water extraction process (Steam Cleaning as many will know it by.)

Soil type 1. Dry particulate soil. Depending on the building and its location, this generally consists of sand, grit, leaf litter, clothing fibres, loose carpet fibres, human skin flakes and hair. This also includes mould, bacteria and dust mite and similar microorganisms that feed of the dead plant and animal matter in the soiling and these can make us sick.

Soil type 2. Water soluble soils. This generally consists of sugars, salts and starches and other water soluble soils that can include mucous from sneezing and coughing and residues of beverages. If you can drink it then it is most likely water soluble.

Soil type 3. Fats and oils. Oils from car parks, pollution and cooking fumes are the three main sources of oils, but sweaty bare feet and food spills can also be a contributor. It’s the oily type soils that tend to glue the fine dust particles to the fibres. This is why vacuuming can remove some soils and still leave the carpet looking grey or dull because the dust sticks to the sticky soils. .

How do you remove this dry particulate soil? With a decent vacuum cleaner of course. If you have barrel, bucket or back-pack vacuum cleaners then you will also need a turbo or

How do you remove water soluble soils? One way is to wait for it to dry out and turn to dry soils and vacuum it out. The big problem is that most water soluble soils are also Hygroscopic, which means they will absorb moisture from the air. In a humid environment, such as a bar

How do you remove oily soils? This is where you need a detergent. A detergent dissolves the oils and turns them into a soluble state which can

heavily soiled carpet, but can take longer to dry than other methods. Then along came so called “Carpet Dry Cleaning”. This method is not dry. It uses water in the cleaning process so cannot truly be called “Dry Cleaning”. True dry cleaning uses petrochemical solvents (Perchlorethelene) and this must be contained within a sealed environment otherwise probably no one in a building would survive the release of the volatile solvents. It is now referred to as Rotary Bonnet Cleaning. There are still some franchises that promote this method. A detergent is applied to the carpet and then an absorbent bonnet is placed under a floor polishing machine and spun over the surface of the carpet to absorb the soil. The advantage of this system is that the carpet dries fairly quickly to get a room back in service in a hurry, the disadvantage is that it is limited in the amount of soil it can remove, so you usually have to do it more often.

then be removed by a variety of cleaning methods. We will explore those shortly. I have been in the carpet cleaning industry for over thirty years and have seen lots of changes to carpet and upholstery manufacture, cleaning methods and believe it or not, even the types of soiling that we are finding. As an example, if we wanted to eat something exotic 30 years ago we went to a Chinese restaurant, but nowadays these are hard to find among the rows of restaurants with wonderful cuisines from all corners of the world. With the exception of some liqueurs, soft drinks were the only beverages that come in colours other than red, green, brown or amber. Thirty years ago the pollution in our air contained lead and other things that have all but disappeared and modern cars don’t tend to drip as much oil all over the road. Soiling has changed and so has the cleaning chemistry and methods. In the Australian / New Zealand Standard 3733 Textile Floor Coverings - Cleaning and Maintenance of Residential and Commercial Carpeting, there are 5 basic methods of carpet cleaning recognised. I thought it might help to explain these and how they work. Thirty years ago Hot Water Extraction was the newest and greatest cleaning method available for carpet. It was erroneously called “Steam cleaning” but it did not use steam. It was merely hot water sprayed under pressure and vacuumed out. When the hot water hit the air it created some water vapour which people thought looked like steam, hence the name. Steam is actually invisible and it is also dry, so it is not great at cleaning, so hot water is used to flush out the soiling after detergent is pre-applied to the carpet to dissolve the soiling. This method has the potential to remove most soiling from a carpet, if the operator is good enough, and has been well trained, and has a lot of experience, and uses the right detergents, in the right quantities, and is given sufficient time to thoroughly extract the rinse water. It is a great method for cleaning a

There are a number of ‘dry powder’ cleaning systems available and these can provide some solutions where a very fast dry is required. A detergent or solvent saturated powder is sprinkled on to the carpet with a fertiliser spreader or the like and it is brushed in with a scrubbing machine and allowed to dry and absorb soils into the powder which is then vacuumed away. The advantage is that it dries very quickly, but it struggles to achieve a result on very heavily soiled carpet. It is great as a maintenance system to keep a carpet looking good if you apply the system very frequently. There is also a “Dry Foam” method. A machine whips up a detergent foam and this foam is brushed through the carpet and immediately picked up in the vacuum container. A de-foaming chemical is used to kill off the foam in the collection tank. It has fairly limited soil removal ability and tended to cause a lot of re-soiling due to the nature of the old detergents and so it had to be used frequently to achieve a constant good appearance. It was not great in a high humid environment. I haven’t even seen a dry foam machine in the last 20 years or so. The oldest method of cleaning carpet was the ‘wet foam’ Shampoo method. A floor scrubber is used to apply detergent through a drip feed system from a tank mounted on the machine. The detergent is then whipped up into a foam in the carpet and the foam is then vacuumed off using a wet pick up vacuum cleaner. This was a fairly messy system and again, many of the old detergents caused rapid re-soiling. This is because the detergents dried out to a dried out detergent. When there was any humidity around, the detergent residue simply remoistened and became sticky and attracted even more soiling. The foaming detergents were difficult to remove from the carpet. Thirty years down the track and I still hear some people say “Don’t get your carpets cleaned because they will only get dirty more quickly”. But how times have changed. We now have Workplace Health and Safety issues to consider along with

WoolSafe Approved Service Provider. You can find one at www.woolsafe.com.au. The WoolSafe Organisation is an independent testing body for chemistry for use on wool carpet and the WoolSafe technicians are especially trained, experienced operators who have years of experience. If you have your own staff who do carpet cleaning, why not consider contacting Col Nation info@nationtraining.com.au and have your cleaning staff learn the best way to care for your carpet and fine furnishings. ■ ‘Sustainability’. I believe these have been a good thing. Most cleaning product manufacturers have eliminated the nasty solvents from their formulas and have replaced them with more environmentally friendly and safer alternatives making them safer to use for the operator and the environment. Some have made significant advances in the surfactant technology and have come up with ‘Encapsulation’ technology for the cleaning agents. This has meant resurgence in the popularity of the old wet foam method. We now call this “Encapsulation cleaning and it is revolutionising the cleaning of carpet. Essentially “Encap” cleaning as it is known, is similar to the old wet foam method, but only in the type of machine required to apply the cleaning solution. The liquid encapsulation solution is applied through a drip feed into the brush or pad system and is agitated into the pile of the carpet. The soil is released into the foam and within seconds it seems to disappear leaving the carpet looking clean. You need less solution and dry much faster than the older formulas. “But where does the dirt go?”I hear you ask. Good question. The soil is actually still there, you just don’t see it any more. Oily soils and fats are dissolved in the cleaning solution which then dries into a microscopic brittle crystal. Over the next few regular vacuums, the soil filled crystals are easily removed. It’s like turning sticky soils into dry particle soils that no longer stick to the fibres. A true encapsulation product is non-hygroscopic and won’t pick up moisture from the air like the old shampoos do. This eliminates the re-soiling. It’s funny, but when I first heard of this Encapsulation system I thought “What a load of rot. Nothing will beat the hot water extraction for cleaning”. But now I am convinced that it is a viable alternative that has many advantages. There is very little noise which is great for hotels and motels where we don’t want to disturb guests. There is much less water and chemical use than other methods. There is no liquid waste to dispose of so it’s great for the environment. It’s fast, easy to use and easy to learn, it makes the carpet look great and there is no rapid re-soiling. It dries quickly so you can get the rooms back in use quickly. Another advantage is the machinery is relatively inexpensive. If your carpets are fairly heavily soiled, you still can’t beat a good thorough clean with the hot water extraction by an experienced professional carpet cleaner, especially a

Colin is a carpet cleaning industry veteran who has over 30 years of experience. He still runs a specialty service business on the Sunshine Coast www.abbsolve.com.au and also trains carpet and upholstery cleaning professionals in all levels of carpet cleaning including the Australian Qualification Certificate III in Asset Maintenance and the WoolSafe Technician training. Colin is currently president of the Individual Cleaners Association of Australia and New Zealand and is a WoolSafe Registered Inspector.

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

www.empirehospitality.com.au

So It’s Time for a Change BY JOHN M POOLE

It finally hits you. You have to move out of your current job and move into another. It could be because you are ready to move on and up, or have just plain had it where you are. As you take the time to wonder what opportunity you can move into with the skills you have learned over the last few years, you will most likely consider the following: Are you ready for a diﬀerent position? What is it that attracts you to leave? The attraction of a change? The potential for a better situation or more money even? These are powerful magnets in the thought process of leaving a familiar employer and going to another.

or whatever your reason for leaving, you should objectively consider the different aspects. First, get out the pen and paper. Next, write down the pros and cons of changing jobs Be real. Assess what your skill sets are in your current job and what will be expected of you in a new job. Remember, only you will see these attributes about yourself, so be honest. In a real interview, you will more than likely be asked this thought-provoking question: “What do you feel are your strengths and weaknesses?” This is a great starting point, so write these down. Another critical question to ask yourself is, “Are you successful in your current position?” If you have had an annual review from your immediate manager, this information provides another way to reflect on how well you perform and your deficiencies and strengths. Another good idea is to go back and look at your job description. This will give you an outline of your skills. It’s important to gather as many facts about yourself as you can. The skills you have developed in your current job are transportable. You should realize that if you move into another field of cleaning (for example, move from a healthcare facility to a hotel), your knowledge of the cleaning process is a common denominator. What you need to develop is an awareness of the new environment you feel you would like to enter. It has been said that, “to know

his operation that will enhance his operation? His objective is to move his operation to the next level, or make a bad situation better, as in some instances.

something, you must study and inquire.” This is how you can become aware. This process is necessary. Becoming aware of something uncovers what you need to know about where you desire to go. It is Socratic in some way to examine a logical thought process to better understand what you need in order to change what you currently know, what you need to know and how to gain the know ledge to increase your skill level. What is needed to change about your person to move to a higher level of competency to achieve a more satisfying career. Research the environment you wish to move toward. Make contacts with other IEHA members who are already in the field you want to enter. You may already know someone. If not, make a contact. Now is not the time to be bashful! Meet new people, and cordially introduce yourself. A possible way to meet new people is to attend an Association meeting. This is a good opportunity that may lead to further discussions about what you are trying to do. Try not to interrogate, but ask questions. Uncover what they are subjected to in their daily work life. How did they gain the skills they have? This is critical insight you need to know. What is the hardest part of their job? Is it dealing with labour or lack thereof of labour? Is it the 24-hour shifts over the seven-day work week? What are the demands of the facility and the customers? Even better, see if you can arrange a visit to the site. A picture is worth a thousand words, as the Chinese say. It is, too! Picture yourself in that kind facility. Gain all the knowledge you can and then step back when alone and determine if you are excited about what you saw. Your contacts can provide valuable knowledge as to who may be hiring, the selection criteria and a good word about you to a potential employer. Employers like the referral from others who already work there. This is great positioning on your part. If you have been in the industry as a manager, your skill sets have been developing daily. Your skills have developed even on a normal work day, for example, in the area of applied discipline to the staff, ordering and anticipating supplies, budget development, work loading the staff and many more topics. Also, the “how to” cleaning processes is an effective instruction of this process among your existent crew. These skills have been conditioned into you from that teacher called experience. You have learned skills by watching other managers, from possible classroom instruction or by doing the work. Now, your skills are usually what a future employer will focus on. What can you bring to

If you are a frontline cleaner, you too have been developing your skills in a like manner. The experience factor you are lacking is in leadership and management. Your enthusiasm to do a good job is vital. You will need to prove to an employer, present or future, that you can manage and run a crew of workers. Then you will have to have patience, invest in developing skills through credentialing studies. Hopefully, you will catch the break and be promoted or invited to step up and run a crew. Do not waste your time in rote efforts. Study and learn. Invest in management classes. Be inquisitive about your work. Try and find a mentor to work with and develop a platform of knowledge from experience to move to a higher level of business enterprise. A dedicated work ethic must be observed and recognised. You can achieve success. It is entirely up to you though. Let others see your efforts. Whether you are a manager or a cleaner desiring to move up, you must always exhibit enthusiasm and a positive demeanour. Leave any negative thoughts and fears at the door. You can be successful in whatever you set your mind to achieve. Make this your mantra. Say it every day and believe in what you are saying. You can succeed. Become aware of the new environment, and if you decide to move, understand also the culture of the new company. Try not to focus entirely on the money. Yep, it’s hard not to, but in time you will see money is only part of the equation. Look at the entire company and be sure your personality fits. In your becoming aware stage, find out how it treats its employees. Look into a company thoroughly. Can you adapt to its way of conducting business? Seriously, if you are making a change, then make it for the right reasons. Examine the handbook and benefits; try to talk with others who are employed there. Be cautious and remember you are interviewing them as much as they are interviewing you. Ask questions. Make an informed decision about the company you are interviewing. This is really all about you and your future. Do not let fear hold you back. Set your course and relentlessly go after the prize. The radio announcer Casey Kasem ends his broadcast with a wonderful statement, “Keep your feet on the ground, but keep reaching for the stars.” I want to conclude with a book title. First, I want to tell you, it is an easy-to-read book. It will be a great guide in your transformation. The book encourages change at work, home and play. The name of the book is “The Energy Bus” by Jon Gordon. If you have already read this book, I hope you are working on the principles he outlines. If you have not read the book, I really encourage you to get a copy and read it. Then, put the words into action. You will enjoy this book and I promise you, you will finish this book, I sincerely hope, changed. ■

So You are New to Leadership... Enjoy the ride. Being a new leader will be bumpy, and some days intolerable, but if you manage well, you will find that a leadership role can be most rewarding and gratifying

f you had the opportunity to attend college and obtain a bachelor’s or master’s degree, you were most likely taught some basic leadership skills throughout your various course studies. You were given the tools to help you obtain a leadership position in order to perform many of the essential functions of a leader. Basically, you were given a general idea of what you were getting into when you take on a leadership role, but of course, you can always learn more, as I will discuss later on. On the other hand, if you have had to work most of your life with no formal college education, but were promoted based on your demonstrated skills on the job, your first few months as a leader could be a little rocky. You were promoted for, shall we say, the mastery of your technical skills and not necessarily for your leadership skills. As most of those in leadership roles today will tell you, the organisations for which they work do not provide a good leadership orientation program, or even an ongoing educational program for new leaders. Many organisations will bring you in, give you a basic overview of the organisation and a general overview of your area(s) of responsibility and set you loose to lead. But then what? Many years ago, I guest lectured for a professor for the University of Indiana’s masters degree program. My first question to the class “Why do

you want to be in a leadership role?” Answers from the students included: • “I want the great benefits.” • “The pay is great.’’ • “I would be on salary, so many of the rules that apply for hourly employees would not apply to me.” • “I get to be on the team that makes the rules, so rules won’t pertain to me.” • “I would be at a level to boss everyone around and do as I please.” • “lt would be my way or the highway.” While I greatly appreciated the honest responses, I was very surprised by many of them, since these were individuals reaching for their master’s in Business Administration. My presentation was titled “The Realities of Management..” It was a presentation that talked about many of the negative experiences that a leader will go through, no matter what level of leadership they are at. I also spoke about new leaders promoted from within, and those brought in from the outside. As I continued to share some of these realities, many students in the classroom argued that there is no way being in a leadership role could have so many negatives and so many challenges. “Why, if what you say is true, would anyone want to be in a leadership role?” they wondered. Even with their professor in the room shaking his head in agreement many of the students just could not believe what they were hearing – maybe because

NOW WHAT? BY BOB HARRIS

this information was not in any of their text books. Those promoted from within and who end up overseeing those who used to be their coworkers, already know the good and bad points of the group they once hung out with. They know the group personalities and the overall dynamics of the group and of each individual. But when an individual comes in from the outside, they have to learn everything and everybody. Both of these individuals are going to be tested to their limits – some make it, some don’t. As the typical employee always says, “I was here before you arrived, and I will still be here when you are gone.” Below are some tips you should follow when you are new to a leadership role. • Get the Facts: If you are new to the organisation, don’t latch on to the first friendly face that appears to be on your side. Sometimes it may appear to be easier to listen to someone you think knows about the organisation and who might be able to help you make decisions. Don’t ever assume that the information they are providing is 100-percent correct. If you do, it may come back to haunt you and your reputation as a leader. Be sure to get the facts from a reliable source. • Set the Example: Not everyone “follows the leader” as the leader would like. Some leaders lead out of fear and don’t care if their staff likes or respects them or not; they make

Steam, Sanitise & Vacuum with ONE machine CLEAN UPHOLSTERY • DEEP CLEAN • KILL BED BUGS • SPOT CLEAN CARPET Large range of steam cleaners available:

15% DISCOUNT OFF ALREADY DISCOUNTED PRICES

• • • • • •

Steam clean & sanitise Kill bed bugs without chemicals Detail clean every nook & cranny Clean upholstery • Mattresses Bathrooms • Showers Tiles & grout

Use the coupon code “EXEC” online or call Offer expires Dec 16, 2012

When you want REALLY clean, not nearly clean Contact Steam Australia 1300 79 5050 Visit our website for photos, video and much more www.steamaustralia.com.au

the rules and staff had better follow them and keep their mouths shut. This is not effective leadership. Because leaders are always under the watchful eye of everyone in the organisation, they must learn to lead by example, not fear. Even if your staff doesn’t follow your example, many of those watching you will respect the fact that you are trying to do what is right for the team, and not just for your personal gain. As everyone throughout an organisation knows, there are climbers that will do anything to get to the top of the food chain. It’s better to get to the top based on your accomplishments and a strong and respected reputation. Getting to the top using fear and throwing those around you “under the bus” will only fool the majority for so long. • Take a Step Back: Sometimes the days and work load will catch up to you. The best leaders are those who can work calmly under pressure and not get so dramatic that they make poor decisions or shout out the wrong instructions just so they can rapidly respond to a situation. The best thing to do is take a step back and take a deep breath. • Deal with Situations: lf you have a situation that requires an action or a decision that needs to be made, make it! It is a little like homework, so remember back to your early school days when you had a lot of homework to do. Many

students would do the easy homework early so there would be more play time, saving the hard stuff for later, which would then not get done, thereby leading to a bad grade. Leadership is no different – make your decisions and move on. Don’t put the harder tasks off or they will come back to haunt you. • Time Management: Those new to management almost always assume that in order to make a first good impression, they must tackle everything on their plate “right now.” In your mind, this demonstrates to the individual that hired you that you can multi task under the most extreme conditions. But this will catch up with you. Instead, learn how to prioritise your work – what is important and what can wait. Make sure you are not wasting time on the wrong things, or the things that are easy, and leaving the harder tasks for later. Trust me, if you wait to do the harder things last, the pressure you will be under to finish them could break you and your reputation. • Change Agent: Whether you were promoted from within, or brought in from the outside, don’t make changes right away. Unless you were brought in to accomplish something specific within a set time frame, sit back, watch, listen, closely observe and don’t be afraid to ask questions. Making drastic changes early without knowing the ripple effect throughout the department or through the organisation could end your career, or at least damage your reputation early on. Note also that you may hear things about your staff that are negative – before you trust what you hear and react to it, watch and verify if what you were told is real. The information could have been based on a lack of understanding or just a plain bad attitude one person has toward another. • Communication: This is extremely important to your success as a leader. Under communicating gives the impression that you have something to hide. Over communication shows you are trying to toot your own horn more than necessary. Look for and use the right level of communication with your team, and use it for the right reason. • Build the Team: Compliment and praise your team and individual team members as appropriate – even if they do the simplest thing. You don’t want to overdo it, but by never acknowledging anyone’s efforts shows you care more about how you are perceived rather than how those who help with the work effort are perceived. Trust me – if you are working in a healthy environment, those around you will know how and who gets the work done. Don’t be fooled for a minute thinking it is always looked upon as being “just you.” • Final Warning: Don’t trust anyone until you learn the lay of the land. People are going to use you, they will misinform you, they will take advantage of you being new – you name it and you wll be tested for it. But, enjoy the ride. Being a new leader will be bumpy, and some days intolerable, but if you manage well, you will find that a leadership role can be most rewarding and gratifying – as long as the power does not go to your head. So you are new to leadership... welcome and enjoy the adventure! ■

HIRAC

HAZARD IDENTIFICATION, RISK ASSESSMENT AND CONTROL By SOUDI NOORI Director of Safety and Risk Engineering Solutions bsc, mengsci,grad dip oeh (monash) professional member of safety institute of australia, rsp (aust)

According to a new Safe Work Australia report, the total cost of work-related injury, illness and disease stands at more than $60 billion a year. The impact of a workplace injury and death on our community cannot be measured. “Workplace safety is not just about avoiding human tragedy; it is also about reducing economic cost for the nation.”1

otels are not an exception, failure and accidents are possible at any place and any time. Although customers associate them with comfort and enjoyment, hotels are work places, with real hazards and accidents. Let us look at some of the accidents in hotels:

• Hospitality student almost lost her sight after she slipped and lost her balance removing a tray of chemicals used to clean grills at the… Hotel in Patterson Lakes • Hotel staff have been killed in cellars in Victoria after breathing in leaking carbon dioxide and/or nitrogen • A 2.5 m fall caused by a ladder has landed a major Melbourne hotel in court and a fine of $40,000 on workplace health and safety charges A common attitude is that accidents are a part of business. But injuries mean loss of money, time and productivity.

To succeed in business it is necessary to make others see things as you see them. John H. Patterson

More importantly, they mean that workers and their families suffer pain and have their lives disrupted. These deaths and serious injuries are preventable. Implementation of a successful workplace Health and Safety Management System mostly leads to a reduction of workplace illness and injury, minimising the costs associated with workplace accidents.

2. Plan to fulfil the Health and Safety policy, objectives and targets 3. Development of support mechanisms such as: • Hazard identification, risk assessment and risk control • Safe work Method Statements (SWMS) • Induction, training and supervision

Principles of Health and Safety Management System for an organisation are:

• Safety audit

1. Definition of workplace Health and Safety policy

• Regular health and safety meetings with workers

• Accident and injury investigation

• Provision of first aid • Emergency and evacuation procedure • Maintenance plan (mechanical equipment) • Essential Safety Measure maintenance

Hazard identification, Risk Assessment and Control (HIRAC) provides a level of assurance to the managers and engineers that work is capable of being run safely.

Hazard Identification

5. Regularly review and continually improve the system

The first and the most important step in the HIRAC is to grouped workplace Hazards (Hazard Identification). If a hazard is not identified, its contribution to the risk cannot be estimated. Only those hazards that are identified are possible to be controlled.

Hazard Identification, Risk Assessment and Control (HIRAC)

What is Hazard? “Hazard”: is the potential to cause harm to a person or to the natural environment.

• Keeping records and statistics etc 4. Evaluation of WHS performance, and take preventive and corrective action

Legislation in Australia adopts a risk management approach to achieve Health and Safety targets. “Hazard identification, Risk Assessment and Control” (HIRAC) are three key steps in the process used in work places to manage health and safety by focusing on risk. HIRAC is one of the supportive mechanisms which assist to achieve the highest levels of OHS/WHS performance. It is integral parts of the facility management risk control program. HIRAC will assist in: • Finding hazards in workplaces • Assessing the risks that may result because of the hazards • Deciding on control measures (e.g. JSA & SWMS) to prevent or minimise the level of the risks • Fixing the problem using control measures • Monitoring and reviewing the effectiveness of the measures

Hazards can be grouped under various categories, as listed in Table 1. WorkSafe Victoria has a publication called “Plant Hazard Checklist” which can assist in the development of hazard identification checklists for plant for use in your workplace.4 The hazards can be identified by asking questions such as ‘Could anyone be killed? Can anyone be injured by…? or ‘What could happen if…?’

• Safety Data Sheets (SDS)2

All hazards have the potential to cause different types and consequence, ranging from minor discomfort to a serious injury or death. For example, LPG cylinders can cause muscular strain when they are handled manually. However, if the cylinder is damaged causing gas to leak which is then ignited, a fire could result in serious burns. If that leak occurs in a store room or similar enclosed space, it could result in an explosion that could destroy the building and kill or injure anyone nearby. Each of the outcomes involves a different type of harm with a range of severities, and each has a different likelihood of occurrence.5

• experience from the workplaces with the similar hazards

Risk Assessment

Hazard identification needs to cover all activities and physical areas of the facility or workplace. It must be done in consultation with staff. Part of the process of Hazard Identification relies on available information about the hazard, such as: • information supplied by the manufacturer of the plant or equipment (operating manuals)

• Australian Standards that set out specifications and maintenance for a range of plant and equipment to ensure that they are safe • Codes of Practices3 The rest is using expert opinion, workplace inspections (check list) and review records of incidents and accidents. The types of hazards can vary significantly between workplaces.

The second step is identification of the risk related to each task and equipment. What is Risk? Risk in the formal definition is the product of consequence and frequency of failure.6 Depending on the specific requirements, the determination of the risks associated with the hazard could vary from qualitative to quantitative risk assessments. Qualitative risk assessment and presenting result in

Table 1 – Hazards categories

HAZARD CATEGORIES

Fire or Explosion Hazards

Structural Failure Hazards

Mechanical Breakdown Hazards

Shearing, Stabbing & Puncture Hazards

Liquid or Fluid Escape Hazards

Entanglement, entrapment Hazards

Gas Escape Hazards

Slip, Trip, Fall Hazards

Confined Space Hazards

Electrical Hazards

Radiation Exposure Hazards

Mists, Dusts, Vapour Hazards

Thermal (Hot or Cold) Hazards

Noise Hazards

Manual Handling Hazards

Ergonomics Hazards

Friction Hazards

Chemical Hazards

Housekeeping Hazards

Table 2 – Identification of the consequence for each potential risk

Consequence Scale Descriptor

Descriptor Criteria

Catastrophic

Multiple fatality – may cause serious injury to people offsite

Major

Single fatality or permanent disability or require offsite emergency response or major structural failure/damage. Off – site environmental discharge/release not contained and significant long-term environmental harm.

Significant

Serious injury or long-term illness – Potential temporary disability or minor structural failure/damage. On-site environmental discharge/release contained, minor remediation required, short-term environmental harm.

Moderate

Injury requiring medical attention and several days off work On-site environmental discharge/release immediately contained, minor level clean up with no short-term environmental harm.

Minor

First aid needed

Table 3 – Using the following table, the organisation determines how likely it is that the risk will occur and result in the consequence identified above.

Likelihood Descriptor

Scale

Descriptor Criteria

Almost certain

Experience or available data strongly suggests occurrence of a risk

Likely

Experience or available data suggests that a similar hazard has contributed to a risk in most cases under a similar situation or has occurred in our company before

Possible

Experience or available data suggest that a similar hazard may contribute to a risk some time in industry sector

Unlikely

More likely not to occur in industry worldwide under normal condition

Highly Unlikely

Not known to have occurred – occur only in rare/exceptional circumstances

Table 4 – Using the risk matrix below, the organisation identifies the risk ranking

Risk Ranking

Almost Certain

Catastrophic Major

Significant Moderate Minor

3 2

Likely

Possible

Highly Unlikely

Risk Ranking

Unlikely

Table 5 – Risk ranking

HIGH

High Risk – Will require detailed pre-planning.

12-25

Actions will be recorded on a Safe Work Method Statement

MEDIUM

Medium Risk – Will require operational planning.

4-10

Actions will be recorded on a Safe Work Method Statement

LOW

Low Risk – Will require localised control measures

1-4

a Risk Matrix is a very effective way of communicating the distribution of the risk in a workplace. Risk matrixes are available from state/territory WorkCover authorities or the Risk Management Standard: AS/NZS 4360:2004. The Risk Matrix is used to determine the level of danger or seriousness (consequence) of the risk, how likely it is that this risk will occur (likelihood/ probability). See table 2 to table 5. The risk matrix records the level of risk which is determined by the relationship between the frequency of an incident occurring from the hazard, and the consequence caused by the hazard. Risk ranking for potential workplace hazards is identified by referring to the categories ranging from high to low in a Risk Matrix.

This priority rating allows employers to prioritise the hazards identified to ensure that the hazards with high potential of creating an incident are eliminated or controlled first.

The relationship between likelihood and consequence determines how dangerous the hazard is. The level of risk that is determined is referred to as a risk priority rating.

Risk assessment should be carried out with consulting with the employees who are working with the risks being assessed. Worksafe Victoria states that â&#x20AC;&#x153;The experience

and knowledge of employees can make a significant contribution to identifying hazards, assessing risks and developing preventative measures for health or safety issues that arise in a workplace.â&#x20AC;?7

Risk Control The third step is risk control. Priority should be given to a high risk task or activity. Risk control is a requirement

of, Part two, division 1, subdivision 1 of the Work Health and Safety Act 2011 as part of Health and Safety duties. “A duty imposed on a person to ensure health and safety requires the person: (a) to eliminate risks to health and safety, so far as is reasonably practicable, and (b) if it is not reasonably practicable to eliminate risks to health and safety, to minimise those risks so far as is reasonably practicable.” The risk control process must be carried out in consultation with the health and safety representatives and employees. The hierarchy of controls is a useful tool which managers should consider when identifying controls. The control options at the top of the hierarchy are most effective; they do not require further management once they are implemented. The further down the hierarchy of controls, the more ongoing management and effort is required in maintaining control over the hazard. See figure 1. The control measures that you put in place should be reviewed regularly to make sure they work as planned. Don’t wait until something goes wrong. Finally, keeping records of the HIRAC process demonstrates potential compliance with the WHS Act 2011 and Regulations. It is useful to keep information on: • the identified hazards, assessed risks and chosen control measures (including any hazard checklists, worksheets and assessment tools used in working through the risk management process) • how and when the control measures were implemented, monitored and reviewed • who you consulted with, relevant training records and any plans for changes • Safety and Risk Engineering Solutions (SRES) is an Australian based company providing consultancy and technical services in workplace Health & Safety and engineering risk assessment to facilities and industries. Our method to HIRAC is unique. Please Contact us for “HIRAC Evaluation Matrix” form and more details, sresaustralia.com.au ■

References 1. http://www.sia.org.au/browse.aspx? ContentID=issue113_2012-03-20_news1 2. Safety Data Sheet (SDS) (previously Material Safety Data Sheet (MSDS)] is a document containing important information about a dangerous substance (which may be a hazardous substance and/or dangerous goods) 3. under the Work Health and Safety Act 2011 (WHS Act), codes of practice are admissible in court proceedings. 4. publications@workcover.vic.gov.au 5. CODE OF PRACTICE | HOW TO MANAGE WORK HEALTH AND SAFETY RISKS 6. Noori.A, and Price, J.W.H., 2005 “Case study of the use of API 581 on HK & HP material furnace tubes” Journal of Pressure Vessel Technology, vol 127. PDF (153 K) 7. SUMMARY OF THE OCCUPATIONAL HEALTH AND SAFETY ACT 2004 2ND EDITION JUNE 2005

Product NEWS SPA BATH MAGIC Did you know that most spa baths don’t have filters like larger spas or jacuzzis and with use all spas and hot tubs, even well-maintained ones, accumulate unseen deposits of oily grime, micro-organisms, dead skin, body fat and hair? These deposits that aren’t drained away stay in the pipes becoming a home for dangerous bacteria. Build-up of this biofilm and bacteria inside the pipes can cause harmful infections as well as reduce water circulation and jet action. In some Australian States, Health Departments recommend that a

NEW NERO AM/FM CLOCK RADIO 743201 BY WEATHERDON Weatherdon recently amplified its product range with an AM/FM Clock Radio. The large LED display with highlow dimmer enables easy readability of the content on the screen. Now you can read the time and alarm easily, even from a distance and different lighting conditions. It is designed for hotel, motel and apartments. Wake up to sounds from your favorite radio station or a buzzer. Simply set the alarm on your Nero clock radio to

commercially formulated spa pipe degreasing product be used and that spa baths are cleaned after every use and after every room stay. Rubbedin’s Spa Bath Magic is the essential spa bath cleaner. Formulated to effectively and hygienically clean the entire surface and pump system of spa baths, whirlpool baths, pedicure spas and beauty salon Vichy shower systems, Spa Bath Magic breaks downs and dislodges body fats, hair, organic matter and biological waste from the pump system, eliminating the harmful bacteria that can present a serious health threat to users. wake you with the radio station you last listened to or choose to wake up with a buzzer sound. When the wake up time is reached, your Nero clock radio will automatically turn on that radio station or trigger the buzzer to sound.

Spa Bath Magic is a non hazardous, non toxic, biodegradable, chlorine-free Spa Bath cleaner ideal for septic tanks and Grey Water systems. For more info please email Marslie Smits sales@rubbedin.com.au or tel 07 3245 3255 www.rubbedin.com.au MP3 play cord let you have experience simple plug-and-play integration with a digital music player. For more information please visit www.weatherdon.com.au or send us an email to sales@weatherdon.com.au.

To counter oversleeping, the Nero clock radio has a snooze feature. Should the alarm ring and you wish to continue sleeping a bit longer, simply press the Repeat Alarm button once and go back to sleep. Nine minutes later the alarm will ring again. You can continue to press the Repeat Alarm button every nine minutes until you turn off the alarm altogether.

A SUPERIOR CLEAN WITH NONE OF THE EFFORT Imagine never having to lift a finger to vacuum again.... it might sound too good to be true but not with Robomaid! Taking Australia by storm, this cordless, bagless robot vacuum cleaner is supereasy, super-clever, super-stylish and will allow you to vacuum at the touch of a button. All you need to do is charge it, press start and the Robomaid will take care of the rest! Not only is it more efficient and more affordable to buy than some traditional vacuum cleaners, Robomaid uses up to 20 times less energy than standard

vacuums and is up to 20 times cheaper to run. Using sophisticated sensor technology to navigate its way around, Robomaid can save housekeepers hours of cleaning and lugging heavy vacuum cleaners around. A shock absorbing bumper along with 28 in-built sensors will ensure that there won’t be a single scuff or mark on walls or furniture and a unique ledge detector will ensure there are no nasty tumbles down the stairs!

But it’s not just vacuuming, Robomaid can also assist with the dreaded task of mopping! An easy-to-use microfibre cloth can be attached and used damp for mopping or dry for polishing. At the end of each session Robomaid will automatically park itself back on its docking station and recharge itself when the battery is low. Robomaid is available to purchase online at www.robomaid.com.au.

REN Gift sets are now exclusively available at International Interior Images. REN's body range is formulated using the most advanced natural skincare technology, with only 100% natural active ingredients. From exfoliating body balms to body creams the products are designed to help the skin achieve its perfect balance, particularly when used together. REN skincare is made with the latest hitech bio actives, and is free from all skin-unfriendly synthetic ingredients. It protects repairs, renews and leaves skin healthy and radiant, naturally. REN Limited Edition Gift sets are some of our current favourites. The packaging alone is gorgeous and the products inside are even better.

Pedro Reiss is a great success story for IHS – Nikki Pietsch, General Manager “IHS has given me the opportunity of a lifetime to work and live in beautiful Sydney , Australia. I started as a room attendant shortly after arriving in Sydney and have worked my way up to be a key manager in the operations of this dynamic company.

I love working in hotels , I love the people and the challenges we face every day and I embrace the changing needs of the industry.” Find out more about IHS at: www.ihservices.com.au

SWISSTRADE LAUNCHES STYLISH NEW TOILETRIES RANGE AROMA Therapy, the stunning new collection of hotel amenities from Swisstrade, combines exquisite fragrances with luxury presentation. These luxury toiletries are the ideal solution for contemporary hotels and motels, as well as environmentally responsible resorts and serviced apartments. AROMA Therapy products are designed to pamper and indulge your guests with a world of soft fragrances. These luxury bathroom cosmetics are formulated with essences of White Tea, Red Tea and Ginger and offer a subtle and satisfying sense of relaxation for body and mind. White Tea is the finest variety of tea, a speciality of the South East Chinese province of Fujian. Its name comes from the white, silky down that encases the tea buds. White Tea contains many essential vitamins and minerals and is considered an effective antioxidant in the world of cosmetics. Red Tea is also purported to have many health benefits. Made from the dried leaves of a South African plant, it offers the benefits of hydration and antioxidants, which are known to slow the aging process. In keeping with our environmental policy, AROMA Therapy liquids are supplied in revolutionary biodegradable bottles, which are recyclable, as well as biodegradable.

The natural degradation of plastic occurs very slowly and usually takes 100’s or even 1000’s of years. AROMA Therapy toiletries however, are provided in revolutionary biodegradable packaging, containing the innovative ingredient Reverte™. Developed and patented by scientists in the UK, Reverte™ allows plastic to biodegrade in a few short years (compliant with ASTM D6954). When exposed to sunlight, oxygen and/or heat, the plastic is initially broken down through oxidation and ultimately becomes available for microbial digestion. The end products of this “oxobiodegradation process” are carbon dioxide (CO²), water (H²O) and biomass. AROMA Therapy products will minimise your environment footprint, whether they end up in landfill or anywhere else.

TECO Australia introduces Bar Fridges to its Range. Following its successes in supplying Split System and Window Wall Air Conditioners, and LED/LCD TVâ&#x20AC;&#x2122;s to Mining Camp Accommodation and Common Area Portable Building Units, Student Accommodation areas and Hotel/Motel Rooms, TECO have introduced a range of Bar Fridges speciďŹ cally designed to cater for the hospitality industry. Engineered to Perform with Super Quiet operation, Stylish Design, Internal Light, Glass Shelving and handy Drink Can Dispenser in the 117Ltr Freestanding or Under Bench Bar Fridge is suitable for medium to large rooms, and to cater for Student Accommodation and smaller Hotel/Motel Rooms, that require a small fridge for guest convenience, TECO have also introduced a 50Ltr Bench Top Bar Fridge. To complement this range, TECO Australia will introduce over the coming months, Vertical Freezers, Chest Freezers and Frost free Refrigerators with Multi Flow Control ranging from 215Ltr to 410Ltr.

Under bench/ Free standing bar fridges

Bench top bar fridges