The Executive
HOUSEKEEPER
Vol 19
No 1
PP322210/00016
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Publishers LETTER
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elcome back to the Executive Housekeeper Journal for 2015. Even though we’re finishing Easter’s last hot cross buns, we need to cast our minds back to Christmas for this issue. We have a few pictures from the Christmas parties from various housekeeping associations around the country. It’s well worth a look to see if you recognise some familiar faces. But the spirit of giving can go all year round, not just at Christmas time. Soapaid is an excellent example of this. The charity collects the waste bars of room soap from hotels around the world to clean and process into new bars of soap. The new soaps are sent to regions with poor sanitation to improve the health of people living there. It’s not only a terrific way of preventing the spread of disease, but it also reduces landfill and is an easy way for hotels to recycle their used soaps. It’s a simple and effective idea. You’ll learn more about the outcomes of the program and how it is being introduced in Australian hotels in the article. Keeping with the theme of simple and effective ideas, we chat with Peter Harman about his ‘rationalised’ range of HY.GIENE cleaning products. Peter’s company specialises in providing high quality, accessible and easyto-use cleaning products for housekeeping departments. HY.GIENE adopts a ‘less is more’ approach to cleaning. Peter took the bold step of doing away with the wide range of cleaning products produced by the major manufacturers.
Instead, Peter broke into the market by offering only a few simple products that do the job well every time. The company’s products are in hotels across the country and are now exported around the world. This is a great story telling the rise of the small suburban start-up and what the company’s plans are for now. We are excited to have a few overseas contributors again in this issue. The first is Janet Marletto who talks leadership in housekeeping, while we welcome Ralph Peterson as a regular feature writer for us. From our next issue his section ‘Talking dirty’ is sure to raise a few eyebrows… but for the interesting housekeeping tips of course! And no issue would be complete without our Executive Housekeeper profiles. This time we talk with Susy Soria of the Park Hyatt Sydney about how she almost gave away her dream job, and how she managed to get it back. We also talk to Harry Diacos of Pullman Melbourne on the Park – a veteran of the industry who knows the housekeeping game back to front. While overseas Liz Lycette talks to Chandana Amarawardana VP housekeeping and environmental services of the Galaxy Macau. Enjoy the issue. Regards, Neil Muir
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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
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Adbourne Publishing reserves the right to refuse any advertisement without stating the reason. No responsibility is accepted for incorrect information contained in advertisements or editorial. (The editor reserves the right to edit, abridge or otherwise alter articles for publication). All original matter produced in this magazine remains the property of the publisher and cannot be reproduced without authority. The views of the contributors are not necessarily those of the publisher.
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Contents 6
SEQPHA News
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PHAN News
11 PEHN News 12 Simple steps to a safer cleaning regime 14 Marble polishing: Getting back the gloss 16 Translating effective leadership: It’s Greek to me! 18 How can tissues be made more sustainably? 20 Interview with Chandana Amarawardana 27 Carbon footprinting – are you ready to report? 29 Encapsulation cleaning 33 Bringing Housekeeping into the 21st Century 34 Peter Harman Profile 38 Harry Diacos Profile 40 Susy Soria Profile 42 Soapaid comes to Melbourne 44 The importance of carpet maintenance 46 The world of professional sports Is about to change how your hotel Is operated The write up 49 53 Whose fault is it anyway? 57 Technology 2015 58 Why no WiFi? 62 Accommodation bathroom cleaning 64 Product News
The Executive
HOUSEKEEPER
Cover images shows The Watermark Hotel & Spa Gold Coast
Vol 19
No 1
PP322210/00016
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SEQPHA NEWS S
EQPHA ended 2014 with a fabulous river cruise along the Gold Coast waterways, and commenced 2015 with our first breakfast and AGM at the Sofitel Broadbeach in the beginning of March and again have a fabulous committee with some new members and positions
Another Member of our association Terry Kimmings who works for Bev Martin Textiles is retiring in April this year and we wish every happiness in his retirement. Terry with his beautiful smile has been very supportive of the association and helped us to support so many charities over the years.
President:
Wonderful News for our Vice President Gavin Lysaght he is going to be singing with the Blenders at Carnegie Hall in New York this year and we are all so very proud of him.
Vice President: Secretary/Treasurer: Membership: Newsletter: Raffles: Committee:
Libby Sharp Gavin Lysaght Melissa Bent Pauline Howie Hayley Brownrigg Gordon Moffitt Colleen Reynolds Wendy Robson Gillian Perkins Mardi Sherman Jo Smith Sandy Sneddon
We are planning some wonderful events for 2015 along with our fundraising which is close to all our hearts to assist so many people who are going through so much sadness and grief in their lives and all our members give so much to assist in these causes. We all need friends to share life’s trials and joys, especially the trials and I can assure you that SEQPHA have big hearts and give so much. In January we donated a cheque to assist people with Motor neurone disease; our committee member Sandy’s daughter did so much work for this fund raiser and achieved her goal of $10,000. We are supporting our loved committee member Mardi this month, as her daughter will be walking along side her in a walkathon for Leukaemia. We also heard from Colby’s mother and we bought Colby a hospital bed. Colby has had leukaemia for five years but still smiles with all that he has endured and even plays wheelchair basketball. However his mother now informs us that he has to have a hip replacement, another setback for a little boy that has had to learn to walk three times, but he handles it with dignity and grace beyond his years. We are also sponsoring with an adoption of” Libby” the Koala from Currumbin Wildlife Sanctuary. We have some sad news with the retirement of one off our longest serving members of this association and that is Sheila Gobie, Sheila has been in the Hospitality Industry for over 30 years and so well respected and loved by so many. Sheila will continue to attend our functions , but not before she does some travelling.
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Coming events we are having our Easter breakfast at the SeaWorld Resort with Steven George from Sunfresh linen as our guest speaker. We have booked in our big race day for the 4th July at the gold coast turf club which is our biggest event of the year and one which we all look forward to.
Contact Paul Yardley to discuss your rooms needs T 1300 659 053 M 0412 974 878 F 1300 659 063 E paul@yardley.com.au W www.yardleyhospitality.com.au
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PHAN NEWS
BUGS MOULD SMELLS... AND STEAM
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recent demonstration to members of PHAN was on green and clean – and how exciting and inspiring it was to see the latest innovative products for Housekeeping to use – which are good for the environment. Air Aroma, National Sales Manager, Michael Plugge – spoke about his company’s products – a non toxic bed bug control, mould prevention with an innovative use of a gloss finish, where the mould simply drops off, and using the well established Air Aroma system to distribute pest control in a safe non intrusive manner and quantity Mark Rosenberg and his colleague Fabrizio presented a live demonstration of their steam machine – cleaning and sanitising surfaces, eradicating bed bugs, cleaning curtains where they hang – and the initial use for the product… getting chewing gum off the amazing places where people stick it, a Housekeeper’s nightmare. The steam cleaner does a great job cleaning nooks and crannies, those pesky hinges on a toilet seat, around tap fittings, the air vents in bathrooms. And they have a couple of domestic products too, that some of the members were interested in. Also his product gave the driest surface – never felt such a dry surface from a non wet steam machine. No protracted drying time, or the smell that often follows Andrew Gibson showed the members his latest Bio Zone machine, small, safer and portable and much much faster to anything used previously. It can remove stale cigarette and cigar smell from a room in a couple of hours – maximum, and staff can enter ten minutes later. This machine is faster and safer for deodorising an area and for us in the business of needing to turn rooms over quickly – this is a huge benefit
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As an interesting side note, Andrew explained that the older ozone machines are now quite discredited due to residual ozone levels left after treatment, and lingers for a long time. Alan Hayles of A L Hayles discussed a number of new products in their range. A glass cleaner using the fluorocarbon essence of Scotch Guard – used many years ago to stain guard carpets. As a regular and preventative product for doors and mirrors this is a winner. Hayles are also presented a leather and vinyl surface restorer, a new upgraded version of the “wonder” sponge introduced by them some years back. Also a new and improved microfibre cloth of 530 g weight and a carpet and fibre spotting process well worth a look at for all Housekeeping departments.
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PEHN NEWS
PEHN Christmas Party This year Pehn decided to sail the seas aboard The Yarra Queen for the annual PEHN Christmas party. It was a beautiful summer night as we sailed along the Yarra river enjoying a sit down buffet meal, plenty of wine and some fantastic views of Melbourne city at night time. After the meal there was a lot of dancing and even a visit from Santa, a great night was had by all.
PEHN committee: The PEHN Committee annual general meeting took place On October 28th 2014, during which the election of office bearers took place. We wish to congratulate the following committee members for 2015. President: Donna Musarella Vice President: Margaret Fernandes Secretary: Megan Johnston Treasurer: Jocelyn Ng Committee Member: Trang Spielvogel Dorthe Jantzen Marian Stratford Marie Brereton Danielle Keller
upcoming events: April – Trivia Night June – Tour of South pacific new laundry facility August – Mini Trade fair September – Housekeeping week – indoor bowling tournament Sealy factory November – Christmas Party
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Simple steps to a
safer cleaning regime by John Parker, Managing Director, Alphaclean
The solution to ensuring your building is a safer place to visit and work could be under your feet. John Parker, Marketing Director of Alphaclean, sets out the steps for assessing and managing the risk of slips, trips and falls.
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e live in an age when ever more research, legislation and guidance is devoted to protecting and promoting our health and safety. It is chastening then that the single, greatest cause of injury incidents lie under our own feet.
a hazard underfoot. But it’s worth noting that these numbers do not take into account the fallen who limped home from the local clinic or doctor either, so the scale of the problem is undeniably huge.
More Australians are hospitalised each year following slips, trips and falls than any other event.
Workplace safety research also points to a high toll of injury due to slips and falls. This type of accident accounted for more than a fifth (21.2%) of compensation claims by workers, according to Safe Work Australia’s 2013 Key WHS Statistics report.
An analysis by the Australian Institute of Health and Welfare (AIHW) showed that more than a third (35%) of the patients admitted to hospital over the course of a year had slipped, tripped or fallen. That represents more than 170,000 people (Trends in hospitalised injury, Australia: 1999-00 to 2010-11, AIHW, August 2013). It’s not known what proportion fell outdoors, due to cracked paving stones for example. Nor can these statistics tell us where infirmity (more than half the victims were 65 or older) was to blame rather than
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International research suggests this type of accident and manual handling are the top two causes of worker claims in most sectors. Closer to home, in the Northern Territory, research by NT WorkSafe shows that ‘falls on the same level’ are second only to muscular stress caused by lifting in the state’s
biggest industry – retail and hospitality. And the hazards are there for the public as well as the workforce, as evidenced by the lawyers’ and claims company websites urging victims to lodge ‘non win, no fee’ compensation claims – against supermarkets, restaurants, hotels and the managers of other public buildings. The steps to managing the risk of slips and falls in any building
are pretty obvious. But like the hazards themselves, they’re often overlooked. Facilities management need to assess – and periodically re-assess – all the potential hazards. These will range from steps, objects at floor level, and lighting, to floor surface and condition, floor contamination and cleaning and spillage containment. When assessing a client’s cleaning requirements, Alphaclean factor in the building layout, areas and types of floor, their condition, the footfall, patterns of movement, and how places are used. From natural stone, ceramic tiles, factory concrete floors through to carpets and non-slip commercial surfaces, every surface has its advantages and limitations. Likewise, cleaning regimes – methods, machines and materials – need to be tailored to minimise injury incidents for every situation. While safety is paramount, it’s not the only consideration. The optimal solution for a facilities manager will take account of cleaning time, labour costs, energy and water usage, and whole-life costs maintenance of the floor covering – as well as the special considerations that apply in high-risk environments where food hygiene and sanitisation take priority. Safety experts widely acknowledge that effective cleaning is often the difference between a floor being an unacceptably high-risk or acceptably low-risk. The cleaning methods employed can also be part of the problem. Mopping – preferably using a dry mop – may be an acceptable first response to spillages of liquids, but it is essential that warning signs or barriers are put in place to protect unsuspecting pedestrians.
Deployed more generally, mopping not only leaves hard floors with a treacherous film of water, it is an inefficient and ineffective cleaning method. Mechanised cleaning is helping building managers and contract cleaners to reduce cleaning time and improve outcomes. The evolution of scrubber-dryers, for example, means that floors can be mopped and scrubbed rapidly, during operational hours, leaving them scrupulously clean and safe to walk on in a single pass. Versatility can also be a decisive factor in the selection of modern scrubber-dryer machines. Modern units are highly effective on floors often considered ‘difficult to clean’, including non-slip safety floors, lowpile carpets, escalators and tiles. In washrooms and kitchens, for example, the grout lines between tiles can accumulate soiled matter and provide a breeding ground for bacteria. The machine’s brushes
can be easily interchanged and their pressure adjusted to ensure these more stubborn areas are cleaned thoroughly. Kitchen and waiting staff, of course, are more at risk of slips and falls than other employees in the hospitality and catering sector. As well as the immediate danger of spills from food and cooking, overflowing sinks and leaks, grease can easily build up on the floor. Technical advances in steam cleaning help the latest machines achieve thorough grease removal by penetrating beneath the surface into the flooring’s pores and crevices. The risk of slips, trips and falls cannot be eliminated entirely through a tailored cleaning plan and the right choice of machines and methods, however, this will minimise that risk. And along with it, the huge toll in pain and injury, lost working time, and compensation claims. So the pitfalls of ineffective cleaning are costly and well worth avoiding.
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Marble polishing:
Getting Back the Gloss by Garry Phillips – Managing Director of Slique, Australasia’s stone-and tile-care experts
Marble is one of the most prestigious natural stones available – a gleaming expanse of marble floor makes an impact like nothing else. So what happens when the gleam wears down, and the marble just looks dull and lifeless? Marble Polishing can restore shine to a tired surface, or even convert a matt or honed surface into a high-gloss finish, to make the most of this beautiful stone.
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arble is calcium-based, making it prone to acid damage, so it requires special care. However it is also a comparatively soft stone, so even following all the right cleaning processes, the gloss and shine will eventually wear down. Marble Polishing is a treatment designed to reverse this wear-and-tear, and make a marble surface look like new again with a high-gloss finish (without the using of artificial coatings). There are many circumstances where marble can benefit from Marble Polishing: • The surface may be scratched • It may have etch marks (dull spots) • I t could be visibly worn, probably more so in main traffic areas which are often clearly visible as duller “traffic lanes” • It could be getting hard to keep clean. All these circumstances are where Marble Polishing can achieve restoration of the surface, bringing back the original level of gloss finish. However Marble Polishing can also be used to add a gloss finish where it didn’t exist before – for example, to a honed or matt finish marble surface. A change in gloss level can make a huge difference to aesthetics which can keep a surface up with changing market trends, or even appeal to a different sector of the market. The Marble Polishing process varies depending on the extent of the damage, and where on the stone it has occurred. For light wear and restoring a consistent finish, chemical repolishing will be sufficient. However if it’s badly scratched or the wear is quite deep, diamond polishing may be required.
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True to the name, diamond polishing uses a resin grinding pad embedded with real diamonds. These give an extremely fine finish compared to other grinding pads – standard ‘grinding’ can remove up to 5 mm off the surface, while diamond grinding will remove only a few microns (about a hair’s thickness). Diamond grinding is usually enough to get underneath impregnated dirt and scratches,
but without removing more than necessary – preserving as much of the valuable surface as possible. Slique’s diamond grinding Marble Polishing process is a wet process, so there is absolutely no dust created. This helps to keep surrounding areas clean, and minimises disruption during the restoration process. Once Marble Polishing is completed and the desired gloss level has been achieved, the marble must be protected against future damage. An invisible sealer designed specifically for marble is the best choice. Then, if properly maintained, the finish can be maintained for a much longer period, and any spot damage can be recovered using Spot Repolishing without having to treat the entire surface. For Care Guidelines on how to maintain marble surfaces, visit the Slique website: www.slique.com.au Marble Polishing processes are also effective on composite or engineered stone (made with quartz, granite or marble dust and epoxy resin – e.g. Rover, Quarella), terrazzo, travertine, and limestone. Slique can be contacted: In Australia at www.slique.com.au, email info@slique.com.au or call 1800 754 783 In New Zealand at www.slique.co.nz, email info@slique.co.nz or call 0800 754 783
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Translating Effective Leadership:
It’s Greek to me! by Janet C. Marletto
How do we identify a “leader?” There are so many styles of leadership that it is not always easy. Of course there are people who are labelled as leaders but there are “informal leaders” as well. This has been a conundrum for millennia.
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ecently, enlightened leadership tips from fourth century Cyrus the Great appeared on line. The Persian monarch was one of a kind because his philosophy was the antithesis of Machiavelli’s. In fact, it sounds more like Dale Carnegie’s time proven philosophy. Ryan Holiday presented the nine lessons in leadership as adapted from Larry Hendrick’s excellent translation from the Greek Xenophen (a student of Socrates) on Cyrus the Great. In case you missed the posting, here are highlights.
1. Be Self-Reliant: “Never be slow in replenishing your supplies. You’ll always be on better terms with your allies if you can secure your own provisions…Give them all they need and your troops will follow you to the end of the earth.”
2. Be Generous: “Success always calls for greater generosity–though most people, lost in the darkness of their own egos, treat it as an occasion for greater greed. Collecting boot [is] not an end itself, but only a means for building [an] empire. Riches would be of little use to
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us now–except as a means of winning new friends.”
3. Be Brief: “Brevity is the soul of command. Too much talking suggests desperation on the part of the leader. Speak shortly, decisively and to the point–and couch your desires in such natural logic that no one can raise objections. Then move on.”
4. Be a Force for Good: “Whenever you can, act as a liberator. Freedom, dignity, wealth–these three together constitute the greatest happiness of humanity. If you bequeath all three to your people, their love for you will never die.”
5. Be in Control: [After punishing some renegade commanders] “Here again, I would demonstrate the truth that, in my army, discipline always brings rewards.”
6. Be Fun: “When I became rich, I realised that no kindness between man and man comes more naturally than sharing food and drink, especially food and drink of the ambrosial excellence that I could now provide. Accordingly, I arranged
that my table be spread every day for many invitees, all of whom would dine on the same excellent food as myself. After my guests and I were finished, I would send out any extra food to my absent friends, in token of my esteem.”
7. Be Loyal: [When asked how he planned to dress for a celebration] “If I can only do well by my friends, I’ll look glorious enough in whatever clothes I wear.”
8. Be an Example: “In my experience, men who respond to good fortune with modesty and kindness are harder to find than those who face adversity with courage.” Cyrus the Great has inspired great men through the ages including our Founding Fathers Benjamin Franklin and Thomas Jefferson. Although the nine principles speak for themselves, there are two which act as standard bearers for leadership:” Be Generous” and “Be an Example.” If these are lacking so is effective leadership. This is where Feng Shui principles come in to play. Feng Shui literally
means “Wind Water” in Chinese. These two elements are required for life. It is difficult to live without decent air and good water. These words also include the concept of being in the flow. When Feng Shui principles are applied successfully, life is imbued with a palpable grace because positive things just flow effortlessly. By being generous and being an example, a person can become a leader who is honoured and remembered. The leader can be in business, in government, in education, in service, in the military or even at home. It is easy to think of people who qualify because we usually get emotional about their contributions to our lives. To reach this level, it takes conscious effort on a daily basis to continuously improve as a person and to take care of oneself so that there is something to offer others. By applying Feng Shui principles at home and at work, we consciously make decisions to improve the energy for all concerned. For example, by having a small round table in our office, we are able to have impromptu small meetings as well as additional work space. By painting our office a light coral or peach, we instil integrity and sense of community. This creates a work environment for a leader. Interestingly, that same colour in a family room encourages a sense of togetherness (Even by simply adding a throw or sofa pillows in coral, togetherness is enhanced.) It is no coincidence that the favourite colour of many leaders is orange! By taking time to do nice things for ourselves on a daily basis, we are more prepared to handle the hurdles we face. It can be as little as preparing a healthy snack or lunch for ourselves so that we stay on course at work. On a practical level it might be arriving at work early enough to get organised for the day and to clear one’s e-mail. This reduces stress just as arranging one’s priorities for the next day before departing the evening before. Call this generosity or just good management; in either case the entire team benefits.
Why is generosity such an issue? It is a visible indicator that the leader is truly committed to the betterment of the team members. Acts of generosity let the team members know that they have value in the leader’s eyes. Needless to say, there are thousands of ways to express this: from birthday cards for every team player to recognition of positive contributions to the team in the form of a bonus. What is most important is that every team member receives sincere, well-deserved recognition. For this reason, the television series called “Undercover Boss” falls short in the eyes of this writer. It is always heartwarming for the viewer to see that the formerly unenlightened boss realises how special some employees are. Although the bosses express their awe at the competence of some employees, there has yet to be one who has the epiphany that ALL employees in good standing have special stories and are making exceptional contributions and that they deserve individual recognition too. After all, work is NOT an audience participation show like Oprah or Ellen’s shows where everyone goes home with a gift or prize. This writer is waiting for an “Undercover Boss” wrap up segment where an announcement is made that ALL team members will benefit from a generous, new policy or opportunity. If the boss is truly generous, this action would be evident. On the other hand, as Cyrus the Great mentions, greed is the antithesis of generosity. Even worse, it is poison to a team. It creates an egocentric culture where only one’s desires count as team members follow the leader’s example. Rules and standards fall by the wayside so the team members who really care lose their desire to comply. It does not take long for this slipshod approach to result in accidents, poor customer service, and rapid turnover. Training is an obvious solution so that designated leaders strengthen their skills and begin to model for the team. Not everyone grows up in an environment where leadership skills are nurtured and modelled. Thankfully,
thorough training can provide the needed experiences to reinforce the principles. Of course, this requires that there is a qualified leader to recognise the need and to establish an effective mentoring program. Housekeeping executives often offer such programs with great success. There is something special about housekeeping executives. They are able to communicate clearly on many levels and to appreciate each person’s remarkable story. This publication recognises them in every issue. They are humble and discerning. They set their standards and stick to them so their teams know that they can depend on them to be loyal and caring. Yes! Housekeeping executives have a lot in common with Cyrus the Great! If Xenophen were alive today, he would be overwhelmed by the number of housekeeping executives who qualify to be featured and honoured. It is the nature of the profession that people with strong principles who can produce wonders without much fuss are drawn to it. It is encouraging to know that even in our high tech world; it is low tech that counts when it comes to all human relations. This has been recognised throughout time as evidenced by the continued success of Dale Carnegie’s books and programs. Being in touch with individuals so that they can sense the leader’s passion and veracity results in enviable teamwork. Housekeeping projects can be opportunities for teams to create poetry in motion…and in many cases, magic! The team players know that their leader will recognise their contribution in a manner appropriate and appreciated. In return their leader knows that without a well-trained and dedicated team, there would be no reason for recognition for anyone. Thus, without a team, there is no leader! About the author: Janet C. Marletto is a consultant, writer and executive search facilitator with 25 years’ experience as a Director of Housekeeping in four and five star properties and 16 years’ experience as a Feng Shui consultant. You are invited to reach her at jmarletto@yahoo.com
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How can tissues be made
more sustainably?
by Emma Berthold, Good Environmental Choice Australia
Tissues, toilet paper, and paper towels. They’re all such basic, essential everyday products that we barely give them a second thought. Perhaps if we’re particularly eco-conscious, we’ll choose products made from recycled materials or from sustainably managed forests (both excellent ideas), but that’s probably the only issue we’ve ever really considered beyond price and product performance.
H
owever, the process of creating these products is more complex than you might believe, and there are a number of occasions for hazardous substances to sneak in to the process, or for environmental impacts to be felt.
Of course the most obvious impact that manufacturing any paper-based product can have on the environment relates to where raw materials are sourced from. Many will no doubt already be aware of the devastation caused by unsustainable forest management practices, damaging native forest regions and harming local animal and human populations living there. The paper bleaching process has plenty of its own causes for concern: it all depends on what’s been used. When chlorine gas (elemental chlorine) is used, it can release compounds such as dioxins and furans, which have a negative impact on aquatic life. They also impact human health, affecting our reproductive and immune systems, and some are possible carcinogens. Alternative processes exist: Elemental Chlorine Free (ECF) uses a different derivative of chlorine and can be slightly better, Process Chlorine Free (PCF) doesn’t use bleach with any chlorine or derivatives, and Totally Chlorine Free (TCF) pulp has never been bleached with chlorine or derivatives. Paper products in this last category are typically brown coloured rather than white. A range of substances present in the final product can have harmful effects on human health. Formaldehyde, a known carcinogen, can be present in small amounts in paper towels thanks to the need for wet strength agents in the product. Wet strength agents are included in paper products that are designed to come into contact with moisture, and they help the product maintain ‘wet strength’ – the ability to stay held together when exposed to water. It all depends on exactly which wet strength agents are used as to whether they can be classified as potentially harmful. Another one to watch out for is a group of substances called alkylphenol ethoxylates, or similar substances that produce alkylphenols as they break down. Once again these could be present in any paper-based hygiene product that is either already wet (a moist towelette or wipe) or designed to clean up liquid (such as dry paper towels). Alkylphenol ethoxylates are endocrine disruptors for fish,
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birds and mammals, meaning they interfere with the action of hormones in the body. They are also slow to break down (biodegrade) once released into the environment. Dyes can pose a slight health issue in tissue paper products; for example, any coloured printed patterns on paper towels or toilet paper. Some dyes, pigments and coatings contain phthalates, substances which are commonly found in cosmetics and personal care products, and particularly any product containing a fragrance. Phthalates are endocrine disruptors and some have been linked to fertility problems, among other health concerns. Other hazardous substances that could be lurking in colourful patterns include certain azo dyes, which release potentially-carcinogenic amines, and even traces of toxic heavy metals. So what’s the best strategy for selecting such commonlyused essential products which cause the least harm? The first step is to find out where the paper materials
are sourced. Why should we need to use brand new (virgin) fibre for disposable products? Choosing products made from recycled materials or, at the very least, from certified sustainably managed forests, such as those with FSC certification, is important. This information will often be shown on the product label, or you can ask the manufacturer directly. Also look for any information about the bleaching process used, if any, and opt for the one with the least amount of chlorine. Avoiding coloured patterns is an easy way to eliminate any dye-related concerns of hazardous substances – just choose plain white tissues, paper towels and toilet paper products. Determining what other hazardous substances may be present could be a little more of a challenge. Consider looking for evidence of a third-party ecolabel, such as Good Environmental Choice Australia (GECA) – such a certification will address a whole range of these concerns and is proof that you’re purchasing a better product. ď Ž
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Interview with
Chandana Amarawardana
By Liz Lycette, Lycette Associates
I was born and grew up in Sri Lanka.
I moved to Alteria, which is part of Crown in Macau, 7 years ago where I was in charge of Environmental Services and then moved to City of Dreams complex and then to my current position at the Galaxy Macau, hotel operation as Vice President, Housekeeping and Environmental Services.
What has been your career path to date?
What was your first role as Executive Housekeeper?
I began my hospitality career by attending the Ceylon Hotel School where I completed a three year management course. At that stage I was very interested in cookery and wanted to become a chef. I became the Executive Chef of a mid-size hotel in Sri Lanka and then spent years in Dubai as a Sous Chef. I came back to Sri Lanka and worked my way up in mid-size hotels to becoming a General Manager of four properties owned by Kohn Keels, the largest hotel and Travel Company in Sri Lanka. In 1988 I moved to Australia and worked as a chef with Qantas in-flight catering in Melbourne. Within 3 years I was promoted as the Quality Manager and I continued for the next 10 years. I then started my hotel career by moving to Crown Casino in Melbourne also as Quality Manager which included taking care of the Public Areas throughout the property.
My first role in charge of Housekeeper was here at Galaxy Macau.
What is your cultural background? I am Sri Lankan by birth. I spent 28 years in Australia before coming to Macau. Where were you born and where did you grow up?
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What is your current position and Hotel? What are your current job responsibilities at your hotel? How many staff are you responsible for? and what areas are you responsible for? My current position is Vice President of Housekeeping & Environmental Services at Galaxy Macau. I am in charge of 1500 guestrooms, 190,000 square meters of public area space including the casinos and 20 food and beverage outlets. In my current position I am responsible for 1100 staff and as of February 2015 it will go up to 1700 staff with addition of our phase 2.
What would your typical day be like? My typical day starts at 8.00 am and I take the opportunity to walk through the public areas to check that everything is perfect after the nightshift have completed their work. Mornings are the best time to check as the casinos are not busy. After my walk through the day consists of meetings, meetings and more meetings!
I am also responsible for the Resort Deck Operations which includes the largest sky wave pool and the wardrobe operations which involves uniforms for 10,800 staff. This is going up to 20,000 staff with the phase 2 comes into operation next year. Phase 2 includes JW Marriot and the Ritz Carlton which also have shared services with our public area operations, wardrobe and floral services. The fun part of my job is “The Look�, our Grooming program for all uniform staff. I think we are the
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first integrated resort to conduct a uniform fashion show for the public. My day usually finishes up at 7:30-8.00 pm. What are your top challenges this week? Top three challenges this week? My main challenge is to prioritise what to do next. I have so many meetings and I am trying to delegate more and decide what I need to attend to personally. This is a huge ongoing challenge with the high turnover of staff in Macau. I have to complete three budgets by the end of this week. Phase 1 budget, Phase 2 budget and the preopening budget for the next operation opening. How did you choose those managers under you? The way I choose managers who work under me is that they must have a passion for what they do and for housekeeping. They absolutely must have the right attitude. I recruit passion and develop Skills. Attitude and passion are ingrained. How do you deal with different cultures? The way I deal with different cultures is to try to understand the different cultures of the various staff. I need to understand what it is that they
cherish and how they like to be treated. One size does not fit all. Having spent 28 years in Australia and coming from Sri Lanka I find that it’s probably easier for me to understand different cultures. What are your top 3 tips for success in Housekeeping Management? My top three tips for success are 1. Have a passion for your job 2. Work smart not hard 3. T rust your people and your subordinates. If you had to do it all over again what would you do differently? If I had to do it all over again differently I probably would’ve come to Macau 25 years ago but then Macau 25 years ago is not what it is today! What advice would you give someone starting out in housekeeping? My advice would be do your job because you love it. If you have a positive attitude, then things will go well.
This is a constant challenge and something I am always trying to work on. What do you do for fun? When I was in Australia I loved gardening. Here in Macau I love cars – I take time to maintain and polish my car, I love driving! Macau is a small place and I’ve got some speeding tickets. How do you think housekeeping management has changed since you started? Housekeeping management has evolved a lot. You can start to see that young graduates are joining the industry – they are being trained up from supervisory level. The fact there more educated young people coming into management are a good thing for housekeeping. Good housekeepers are not easy to find. Where do you think it is heading? Definitely there is more use of technology such as Optii keeper which we are using at Galaxy. These tools help to improve productivity and especially quality. Now we are working with Optii to develop Optii PA for public area cleaning.
How about your personal life? How do you balance work and home life? My work/life balance is very bad – just ask my wife!
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Carbon footprinting –
are you ready to report? by Fran Hughes, Head of Programmes at the International Tourism Partnership
I
f a customer asked you what the carbon footprint of a night’s stay at your hotel is, would you be able to answer them? It’s a fact that more and more customers are asking questions about the social and environmental impacts of the places they stay – just look at TripAdvisor’s GreenLeaders for starters. Corporate customers in particular are asking as they often need to be able to account for the impacts of their business travel, choose the best environmental suppliers, report, offset, and so forth, so corporate RFPs are increasingly zoning in on environmental performance. Not all, but the trend is certainly in that direction. Maybe they are not asking for this information today, but they may well be asking tomorrow. Are you ready to report? What are the consequences of admitting you can’t? Some hotels say that they are not calculating their carbon emissions currently because the customer is not asking for this information, but no successful product or service ever waited for the customer to ask before it kicked into gear. The best businesses anticipate demand and provide that service before the customer even realises they want or need it. Your customers will thank you in the end because this additional information is an opportunity for both you and them to up the stakes on environmental credibility and transparency.
Let’s get away from the linen change option being the only thing anyone can say about a hotel’s environmental initiatives, because let’s face it; that doesn’t tell anyone much. There is a real appetite for solid information that proves a hotel is putting its money where its mouth is and committing to environmental management. In the corporate world, businesses are all over figures when they can get hold of them and carbon footprint information is really useful information to many corporate customers. So there is an appetite. Provide this information and you can get ahead of the game in terms of demonstrating your sound approach to environmental issues, as well as provide the information your customers are increasingly going to be asking for. Furthermore, surveys have shown that businesses which show strong environmental credentials are assumed to be strong in other areas of quality and service management. It all makes your hotel a good place to stay. So did carbon emission measurement and reporting just get a bit more interesting or is it still just me…? If you are going to measure and communicate your carbon footprint, it’s important to note that you can’t just throw numbers around. You need to know your audience and communicate your footprint appropriately. Corporate customers want figures but only the most enlightened leisure traveller will have any idea what the figure means. In the UK a few years ago, supermarkets
tried carbon labelling some food products but the scheme failed to take off as most customers didn’t have a clue what the labels meant. Was 75g CO2e a good performing bag of crisps? What does 75g CO2e look like or equate to in real life anyway? More than the bag of crisps itself, that’s for sure! Maybe a more relevant message to the leisure traveller is that you have taken the trouble to measure and understand your climate impact, and that you are putting in place measures to reduce those in a meaningful way. Just remember the adage, no numbers without stories, no stories without numbers. So what are you waiting for? Get yourself ready to report. Over 21,000 hotels globally are currently measuring and reporting according to the Hotel Carbon Measurement Initiative (HCMI) methodology, so you’d be in good company. For more information see http://www.tourismpartnership.org/whatwe-do/products-programmes/hotel-carbonmeasurement-initiative. You can request the methodology, free of charge, by emailing info@hotelcarboninitiative.org. Fran Hughes is Head of Programmes at the International Tourism Partnership (ITP). ITP drives responsible business within the hotel industry by engaging with the world’s leading hotel companies; turning responsible ambition and good ideas into positive action. ITP does this by sharing best practice, offering practical products and programmes and facilitating collaboration in one of the world’s largest industries.
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Encapsulation
cleaning by Col Nation
Is carpet one of your bug bears? It looks great when it is first laid doesn’t it? But then it can quickly lose it appearance when guests or patrons walk on it, or spill drinks on it or find a myriad of other ways to destroy the beautiful look and atmosphere that you have created.
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t way too expensive to replace frequently, so it has to be maintained one way or another. There are so many suppliers telling you that this or that method is best for cleaning your carpet, and by the way, here is the chemical that you need to buy to use our method. And then the next supplier comes in a sells you something completely different. So, what is the best method and chemical for cleaning carpet? As someone independent, who has over 30 years of experience in the industry, I will let you in on a few industry secrets that will save you time and money. I’ll quickly run through the four most common standard methods of cleaning carpet so you have a better understanding of the various systems. 1. Hot Water Extraction, sometimes called “Steam cleaning”, although no steam is used, it just uses hot water sprayed under pressure. The basic method is to put hot water and detergent into the machine and run the tool over the carpet. The water and detergent spray into the carpet and this is vacuumed out inside the head of the tool. A better way is to apply the detergent first by a pump up sprayer and then rinse this out with clean hot water. This leaves less residue so the carpet doesn’t resoil as much. This method requires considerable skill and knowledge as it has the potential to do a bit of damage in the wrong hands.
2. Absorbent Compound Cleaning. With this method a detergent soaked powder is applied to the carpet by sprinkling over the surface. The compound is then scrubbed into the carpet using a brushing machine. The powder is allowed to dry and it is then vacuumed from the carpet with a normal vacuum cleaner. This method is relatively easy to use but may require more frequent use to keep a carpet looking good. 3. Rotary Bonnet Cleaning usually called “Dry Cleaning”. This method is popular with franchise groups as it
requires nothing more than a vacuum cleaner and a slow speed floor polishing machine fitted with absorbent pads so it is cheap to set up. A water based detergent is sprayed onto the carpet and the pad is usually soaked in a second water based cleaning solution and this pad is spun around on the carpet to soak up the soil. So this method is not really “Dry Cleaning” as water based
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The WoolSafe testing program makes the choice easy for you as they have already done the extensive and thorough testing for you. To pass the WoolSafe testing the product must prove, by testing, that it is safe to use on wool, it will be effective at removing soil, is safe on dyes and the operator, and doesn’t leave harmful residues in the carpet that could cause faster resoiling. Just about any scrubbing machine can be used, provided it is fitted with suitable carpet brushes or carpet pads. You can pre-spray the solution on or you can use a tank fed scrubbing machine to apply the cleaning solution. The solution is activated by the agitation and it wraps up the soils and dries into a brittle crystal form which is simply vacuumed out in the next programmed vacuuming. The method provides a great looking result straight up and with the right chemistry the result keeps getting better over the next few days as more and more soil is removed with subsequent vacuums.
cleaning solutions are used. It requires a bit of skill but if you can operate a buffing machine you can “Dry Clean” carpet. It is not really noted for its ability to restore a dingy carpet. 4. Encapsulation Cleaning. This is not so much a method as a detergent technology. It is similar to the very old shampoo method that scrubbed a detergent solution into the carpet which was vacuumed up using a vet and dry vacuum cleaner. The old shampoo method was famous for causing rapid resoiling of carpet and took ages to dry, but some serious changes in chemistry technology have made this system a valuable addition to the carpet cleaning tool box. Encapsulation technology means that the oily soils are wrapped up into microscopic parcels as the crystallising solution dries into the carpet. The crystalline particles containing the soil are picked up over the next few regular vacuums. This method requires little experience, just a few minutes learning how to operate the machine and anyone becomes an expert. Carpets are dry and ready for use in a very short period of time and resoiling is simply not an issue, providing you have the right chemistry and not some ordinary detergent shampoo that dries out to just a dried out detergent. There are quite a few genuine Encapsulation detergents in the market place but you do have to be careful when choosing your preferred product. This choice is made easy for you by choosing only WoolSafe Approved products.
So next time you need carpets cleaned give the encapsulation cleaning a go. There are contractors in most places who have this method available, or your own cleaning staff can do it if you have suitable equipment. I find the best machine for encapsulation is a triple brush, counter rotating machine like a Cimex 48 scrubber. These usually come fitted with the tank. You simply add warm water into the tank, add the Encapsulation detergent and start pushing it along like you would a lawn mower. One pass forward to lay down the solution and then one back to provide extra agitation and then move on to the next pass. Other types of scrubbing equipment can do the job. The twin cylindrical brush machines can do an adequate job and there are a number of orbital or oscillating scrubbers that work quite well too. The biggest advantages that make Encapsulation attractive in hospitality is that there is very little noise, when compared to Hot Water Extraction. The noisiest part is usually the vacuuming. The Encapsulation system is very fast drying so rooms are back in service in a fraction of the time and they look great as well. If you don’t have the equipment or staff, then look for a WoolSafe Approved Service Provider in your area. You can look for one at www.woolsafe.org and ‘search’ for a carpet cleaner in your area. If you do decide to do the job yourself then check out the list of Approved cleaning products in the product search list.
About the Author Col Nation is a carpet cleaning industry veteran with over 30 years of experience. Colin is a WoolSafe instructor and a registered carpet inspector. He owns and operates Abbsolve Services on the Sunshine Coast and specialises in carpet stain removal and cleaning of upholstery and leather lounges. You can contact Colin for more information at www.abbsolve.com.au. Check out his facebook page at facebook.com/AbbsolveServices.
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Bringing Housekeeping into
THE 21 CENTURY ST
by Fion Chu, Senior Manager Global Marketing, FCS Computer Systems Limited
T
here’s no doubt that quality and success of a hotel’s housekeeping department is, and will always be, largely dependent on its people – as is the case with most departments in a hotel. However, we also need to be mindful that housekeeping teams don’t just ensure the cleanliness of rooms, suites and public areas; indeed they are a vital point of contact for guests throughout their stay and therefore it is critical to ensure they are given every opportunity to deliver the best hospitality and service possible. When designing our e-Housekeeping solution, FCS understood the reality of housekeeping teams requiring as much time as possible to cater to guest requests verses focusing on time consuming, back-of-house tasks. We discovered a lot of opportunities to improve and enhance the quality of housekeeping services and as a result, our software programmers have engineered a platform that ensures enhanced productivity and reduces operational costs, while maximising hotel performance and guest satisfaction. At the heart of any reputable housekeeping solution is the ability to provide a streamlined cleaning and maintenance process. By automatically assigning rooms and public areas to be cleaned – based on customisable worker assignment rules – e-Housekeeping offers hotels a direct path to superior efficiency, with properties typically reporting an increase of 15-20% in productivity. With the added advantage of automated and digitised inspection checklists readily available for supervisors, some duties will naturally see a reduction in time required for completion allowing those team members to be reassigned to other tasks. When providing housekeeping staff with such an efficiency-boosting
an electronic task assignment and management system, hotels can finally eliminate instances of duplication and manual paperwork, significantly reducing expenses along with a hotel’s environmental footprint. As an example, one FCS case study demonstrates that for an average fivestar hotel with 300+ rooms, one ton of paper can be saved in a year through housekeeping automation alone.
tool, the significance and direct value to a hotel’s bottom line quickly becomes apparent. Along with a smoother workflow for the hotel’s daily housekeeping schedule, e-Housekeeping also assists in efficiently scheduling additional tasks and recurring projects such as deep cleans and window cleaning – the type of job that is not part of the daily clean and that is often managed via several spreadsheets. Incorporating this into the automated process means that time or credit is automatically calculated, jobs are scheduled and never forgotten, and that time is allocated correctly for the day’s work allowing hotels to seamlessly integrate additional work streams in the most efficient way, ensuring maximum team productivity.
People are always going to be the key to success of any hotel operation. By providing their people with the advanced technology of e-Housekeeping, hotels are enabling their teams to operate in a highly effective and efficient manner whilst optimising their ability to provide high quality service and hospitality.
With the automated reporting capability, hotels are provided with real-time room status updates throughout the daily cleaning schedule, which will speed up the check-in process and improve the arrival experience, which we all know is a key driver of guest satisfaction. Additionally, standard department methods of assigning and tracking tasks have long been notorious for inefficiencies in capturing data and generating large amounts of waste paper costs. Through the use of
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Peter Harman
PROFILE
Underdog to champion: how HY.GIENE became a game changer
O
ne of the interesting things about the world today is how some of the best products on the market are simpler versions of something else. The iPhone is a simpler version of a smartphone. The Dyson Airblade is a simple hand dryer. And in the housekeeping industry, HY.GIENE Australia has overhauled the market by offering a simpler version of cleaning products. But like the other examples, the simplicity of HY.GIENE is the result of better technology and higher-quality ingredients. HY.GIENE sets itself apart because it does the job with fewer different types of product than competitors, while still producing top of the range results. This is a simpler and more effective solution for housekeepers. Going against the usual industry trend, HY.GIENE work with customers to reduce their number of cleaning products with unique product formulations. These products provide a higher standard of cleanliness and hygiene whilst using less and increasing cleaning productivity. “It was important from the very start to have a point of difference,” says Peter Harman, the Managing Director and founder of HY.GIENE. “Other companies still have the same, traditional business model. Our model is to rationalise and reduce. We speak with the housekeepers and they say they want to use less products, not more. Chemical companies out there were created with an enormous amount of products. We started with SPA.GIENE and we evolved. The philosophy was to sell less to sell more.” The company’s hallmark all-in-one product is ENVIRO.GIENE. It throws away the nasty solvents, caustics and ammonias found in most housekeeping cleaning chemicals. ENVIRO.GIENE is so active that during manufacture it is formulated to the point of saturated solution. An added bonus is its ingredients are non-hazardous, non-toxic and entirely biodegradable, which is better for the environment. In 2007, the company expanded with a quality and rationalised range of laundry, and food & beverage cleaning products. Today, the company’s SPA.GIENE product, an antimicrobial solution for cleaning spa baths (which doesn’t damage gold or chrome jets), along with the ENVIRO.GIENE Housekeeping System products are amongst the top sellers. But it’s the ease of using these products that keeps housekeepers coming back. A standard chemical room of a hotel may need multiple dispensers hooked up to the wall to pour slightly different products into a spray bottle. The benefit of HY.GIENE products is that it replaces all of those large dispensers with a single all-in-one cleaning solution. Not only does this save time and space, but also prevents confusion over which products to use at what time. The sales team’s enthusiasm for HY.GIENE products was clear during our interview conversation and for a good reason. The start-up from Melbourne has impressed housekeepers across the country, despite competition from multinational giants and all other state-wide suppliers. From the company’s inception in 1997, HY.GIENE cleaning products have battled to the top of the crowded cleaning chemical market. This simple and effective idea behind
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the business meant it took only four years for HY.GIENE products to be sold in over 700 hotels and motels. Today, products are sold nation-wide and are exported to New Zealand, the USA, Asia, United Arab Emirates, and South Africa. “We had success building up such a large client base because we wanted to supply our complete hotel product range to everyone, from the smallest hotel industry to five-star hotels and resorts. Our unique products are found in all the major hotel chains – Hyatt, Accor, Starwood to name a few. We have total contracts with the likes of Watermark on the Gold Coast, Housekeeping at Palazzo Versace (Gold Coast) housekeeping at Melbourne Sheraton amongst other 4 & 5star hotels. We proudly are Preferred Chemical Supplier to Choice Hotels and Best Western Hotels Australasia, Singapore and Malaysian airlines.” Communication with the industry has been a key to Peter Harman’s success. HY.GIENE products are designed after finding out what housekeepers want, and how it can be done in the simplest way. HY.GIENE’s products are designed to impress housekeepers, rather than to impress shareholders or board members. “We are a small business,” Peter reiterates. “But we don’t flood the market with many of the traditional different products. We stick to what works and simplicity is our point of difference. Once people find out the ENVIRO.GIENE housekeeping system, the conversion rate is high because our products work everywhere.” HY.GIENE is making a name for itself within the hotel industry with their unique products. The SPA.GIENE product has won contracts all over the world. New niche products like VICTORY mould remover acclaimed as the best on the market from the heart centre of mould infestation in Far North Qld or DASH Crème Cleanser being better than any other. HY.GIENE receives most feedback on products direct from housekeepers themselves. But in some cases the products warrant a response directly from a hotel General Manager or a Rooms Division Manager. One example of this was from Quest on Bourke in Melb, which had been using SPA.GIENE for 12 years and ended up ditching Jif, Spray and Wipe, and Exit Mould to use HY.GIENE’s products exclusively. In addition to being the highest quality and most cost effective cleaning products on the market, Quest on Bourke noted the easy colour coded labelling system as a great way of improving efficiency. A recent boom for the company has been its connection with Bunzl Outsourcing Aust – global hospitality supplier – stepping up in the last 12 months. Even in cases where hotel chains are bound by contract to the multinational suppliers of cleaning products, HY.GIENE are still able to offer their unique products in different areas. Importantly,
the brand is now well known in the industry after building credibility amongst its major rivals. The future of HY.GIENE is aimed high to continue expanding the business to new clients, both in Australia and overseas. HY.GIENE will continue offering a personalised, quality service and distribution system. “We have our products in most major hotel groups. Do we have the complete chemical contract in all hotels? No, not always. But we’re proving that we are a force to be reckoned with. While we’ve been travelling under the radar, we’ve stood the test of time. Our growth potential is unlimited because people need our model to.” The products are available through HY.GIENE Australia directly (www.hygieneaustralia.com.au, or phone +61 3 9729 3946) or through official suppliers including Bunzl Outsourcing. New Zealand: The Star Line Group Limited P. 9431 8365 | Free. 0800 277 225.
Custom aprons, jackets and uniforms. Australian and Ethically Made.
Fraser and Hughes (02) 9360 4760 Darlinghurst | Parramatta | Ryde TAFE www.fraserandhughes.com.au
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Welcome to
THE WATERMARK HOTEL & SPA
GOLD COAST
Watermark Hotel & Spa Gold Coast is a 4 ½ star hotel located in the heart of vibrant, sundrenched Surfers Paradise, just 5 minutes walk from white sandy beaches and popular shopping, dining and entertainment.
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Harry Diacos
PROFILE
Harry Diacos: Thirty-three years of loyalty, quality and commitment
F
or those who believe that loyalty is lost in modern society, you don’t need to look further than Harry Diacos to realise the rewards of staying committed. Over 33 years, Harry has worked his way from an entry-level housekeeping position to the Quality Services Manager i/c of Housekeeping role at one of Melbourne’s most esteemed hotels – the Pullman on the Park. The 419 room Pullman Melbourne on the Park is part of Accor’s flagship five-star luxury arm. Pullman took over the building from previous operators Hilton on 1 January 2015. “I had worked in the building when it was a Hilton Hotel for my entire career,” said Harry. “I started at the bottom of housekeeping and then I moved up to a coordinator position. I became an Assistant Housekeeper in charge of Laundry before becoming the Laundry Manager for five years. My current role as Quality Services Manager was created when the hotel outsourced a major part of the laundry department.” Harry now oversees 60 team members. With exceptional quality being a prerequisite for guests staying at the exclusive hotel, one of Harry’s main challenges is to maintain the skills of both the in-house and outsourced housekeepers. “We have a 50-50 split between housekeeping staff from the Pullman and from an outsourcing agency. Communication is one of my highest priorities to make sure the Pullman’s standards are being met across the board. We have daily briefings for all housekeeping staff, I pass on comments and information from guest feedback, and I have fortnightly meetings with the agency to ensure what we do is consistent.” Harry recognises the importance of skills and morale in a housekeeping team. He encourages an intense training program for all new staff demanding a standard equal to any in the industry. One notable aspect of Harry’s approach to housekeeping is his preference for developing the personal skills of team members than relying on technological improvements to do the job. “Technology isn’t such a big factor, it’s more about the way staff carry out cleaning the rooms. The bathroom needs to be spotless with all the amenities in place, the beds need to be well presented as it is the signature feature in the room. These things are more important.” An initiative in the hotel for keeping up quality at all times is the ‘white glove program’. The heads of management in departments across the hotel are selected to inspect five rooms at random each month. The inspectors enter the room with the mindset of a guest, but use a checklist to make sure all aspects of the room are technically correct. This includes checks to make sure the beds are made the right way and that each corner of the room is cleaned to the expected standard. Harry says that positive feedback, whether from management or guests, is the most rewarding part of the job. He calls a day without negative feedback a ‘hassle-free day’. Over 33 years in the industry, the medium through which guest feedback reaches Harry has changed significantly. In the past guests would write their
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comments on courtesy cards in the room. The Hilton (former operators of the hotel) developed the Satisfaction and Loyalty Tracking (SALT) scoring system based on guest surveys managed through a third party. Today, Pullman on the Park uses market research company TrustYou, which analyses travel feedback websites including TripAdvisor, Holidaycheck and Expedia, to gauge the hotel’s performance. The reviews submitted to these websites offer an uncensored appraisal of housekeeping and the guest’s in general overall experience. “I see online feedback as a good thing. It gives us a better guest perspective and helps us progress and improve our standards and quality.” For someone with a career within the Hospitality industry, Harry’s tips for new housekeepers remains as timeless as ever. “Always be hardworking, dedicated, committed, disciplined and loyal. You need to stay loyal because it makes you proud of what you do and who you work for. Respect is always a big part of the job.”
Be Impressed
Harry’s loyalties carry on outside his work with his steadfast support for Melbourne Victory in the A-League soccer. “As the Hotel is at close proximity to the sports precinct I get a chance to go and watch when there is a game going on, I’ll always take it up. I saw some Asian Cup games and the FIFA World Cup qualifiers when they were in Melbourne.” Looking ahead, Harry’s resolved to produce high quality service and results remains as strong as it was on his first day as a housekeeper. He emphasises that his training and quality assurance techniques have transferred from the Hilton to the Pullman and hold an exciting future with the new Brand. He maintains close working relationship with other department heads of the hotel to ensure the premium level of service is upheld. And as for the future, you can count on one thing: no matter the hotel or the job at hand, Harry Diacos will stick by you through thick and thin. Loyalty, after all, is still alive and well today.
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1800 SURJIO (787 546) I info@surjioceanee.com Interior Design – Refurbishment – Procurement 39
Susy Soria
The dream job she almost gave away: the Susy Soria story
job and that the opportunity to work with them was a highly regarded one” she laughs.
magine working hard throughout your career with a dream job in mind. Step by step, you inch closer to getting all the skills, contacts and confidence you need to take on the role. But when you finally hold the contract to your dream job, what would it take for you to hand it back?
After much thought, Susy decided to follow her heart and accepted the position of Executive Housekeeper with Park Hyatt Sydney. She shared her predicament and reasons for her decision to her former employer, and they very kindly told her to follow her heart, and that she would always have a job with them if things didn’t work out.
I
“My director from a previous company had asked if I wanted to return,” says Susy Soria, who was Assistant Housekeeper at the InterContinental Sydney at the time. “She said ‘I would like to give you a bigger role’. So I committed to going back and resigned; but just as I was about to I was told of a job opportunity at Park Hyatt Sydney. “The role at Park Hyatt Sydney has always been my dream job. I went for the interview and was offered the position but at the same time it didn’t feel entirely right to accept as it would seem that I would be doing wrong by my previous employer. I ended up sending an email to Hyatt declining their offer as it felt like the correct thing to do.” Park Hyatt Sydney had offered Susy the position of Executive Housekeeper – a job she had aspired for all her life. She had always been drawn to the responsibility of the role and the excitement of managing one of the most esteemed hotels in the country. Susy describes this career decision period as very emotional and stressful. After all, this opportunity had been over twenty years in the making. “After declining the offer, Park Hyatt Sydney reverted and reassured me that I was the perfect person for the
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PROFILE
It has since been three years, and things have certainly worked out very well for Susy. As Executive Housekeeper of the luxury 155-room harbourside hotel, Susy oversees 45 housekeepers from two outsourcing companies. She works closely with other departments daily to ensure the hotel and its facilities and services is of the highest quality; personalised to every guest. “As with every job, I have good and bad days. Some days are more difficult than others and the hours can be long, as we constantly thrive to improve and raise our standards. But I’ve never been happier. It must be my passion for my job and the hotel. It is important to be passionate about what you do and where you work”. Susy aims to inspire her housekeepers in the hotel. Having experience every aspect of the role throughout her career, and realising where housekeeping can take you, she takes pride in mentoring and coaching her team coming through the ranks so they can produce their best work. “What inspires me is the opportunity to touch hearts because new
housekeepers are mostly from other countries, just like me. I am able to share that feeling of being new to a country and share my experience and knowledge with them to ensure their transition to a new country is as problem-free as possible.” Susy was born and raised in Bolivia, Central South America. She immigrated to Australia when she was 23 years old after her sister, an Australian citizen, asked her to move to Sydney. The day she arrived, 16 March 1986, was symbolic, as it was her sister’s birthday. Her first job was as a room attendant at the Sydney Boulevard Hotel. The language barrier was initially very difficult to overcome. “I had a very basic understanding of American English because that is what I studied in Bolivia. But it didn’t help me much and so I went to TAFE and learnt the language. It was only when I became team leader that I started to speak up and practise using English to communicate”. Susy was soon promoted to team leader and then a supervisor, before becoming a trainer for new housekeepers. She moved on to the Darling Harbour Hotel, now the Holiday Inn, where she stayed for four years. She returned to the Sydney Boulevard Hotel when they offered her first Executive Housekeeper position. “It may have been the hotel I first worked with, but this time I returned as a department head and I was excited at the challenge to earn the respect and support of my colleagues and team members. They soon accepted me and I got support when I aligned myself with their values and helped them grow in their careers. It took me a year to turn things around.” Once she had their backing, Susy thrived in her role. She took a job as Operations Manager at HRC Group, where she stayed for 11 years. She described it as a great chance to see the workings of five-star hotels from an outside perspective. This gave her
broad knowledge of housekeeping and helped her get to her current position at Park Hyatt Sydney. But it took a ‘step back’ before she was fully suitable for the role. “In 2010, I went for the position of Assistant Housekeeper at the InterContinental Sydney. I had to take a step down in position in order to reach my goal. I had to be realistic as I have not worked on property since joining the HRC group.” The step down included was a $20,000 pay cut but she saw the experience as a platform to getting the role of Executive Housekeeper, especially because of the huge responsibilities she would take on as deputy in the 500-room hotel. “I was happy to do it because I was a part of changing the culture of the housekeeping team at the time. They were going through a generational change when the new Executive Housekeeper came in with me. The team had worked under the previous housekeeper for 24 years, so their way of doing things and beliefs had to change. We had to implement many new procedures and training procedures. We had to create a new belief in the team that things could be different and better. We had to have more approachable managers. The Executive Housekeeper was happy to have me because I had been a manager in the past and so I knew how to communicate well.” After 18 months in the role, Susy felt she had achieved everything she had set out to do during the transition. Through a contact she found out about her current job at Park Hyatt Hotel. As is common with many Executive Housekeepers, Susy considers positive guest feedback to be the most rewarding part of the job. She receives feedback through online sources, like TripAdvisor, but is particularly touched by one guest who prefers to show his appreciation via the written word.
“We have a guest who doesn’t usually write commendable letters and a couple of days ago he said to the General Manager: ‘I don’t usually send any mail to hotels, and I’m in hotels all the time. But the service in here was such that I have to share it and I have to thank you for that treatment’”. The guest followed on to say that not many hotels came close to Park Hyatt Sydney – very high praise indeed. A key to Susy’s success is her emphasis on making sure her housekeepers have all the tools they need to get the job done. This includes investment into trolleys, better chemicals and a wider variety of equipment. Over her career one of the main changes she has noticed is the expansion of formal training for housekeepers at the entrylevel, rather than learning on the job. “I never really studied management or hospitality. When I got here (to Australia), it was just hard work. I guess when you do the courses it helps a lot for administration tasks and the technical side of things. But when you go straight in it was a case of proving myself and finding the next step.” Although Susy spends large chunks of her day at work, she prioritises yoga for relaxation and self-realisation. “My focus goes back to my inner-self and it helps me to balance emotions and thoughts. It’s that connection with who you are, and I am a dreamer because I am in touch with my soul”. Susy embodies the hard work, high reward mentality. She reiterates throughout our chat that all she wanted to do was run housekeeping at one of the country’s best hotels. It was a goal that took significant dedication from the Bolivian national, with even the language being a barrier in her early days. Today, after working on every aspect of her skills, and with the right decision three years ago, Susy proved that anything is possible when you have a clear goal in mind.
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Soapaid
comes to Melbourne
Soapaid is a charity established to collect waste bars of room soap from hotels worldwide, send it to a central processing plant where the discarded soap is cleaned, reprocessed and boxed into new useful bars of soap. It is then shipped overseas for use in countries where hygiene and sanitation is currently a low priority.
C
urrently it is estimated that approximately 6000 child deaths per day are as a result of poor sanitation and hygiene, diarrhea being one of the main causes. As well as helping to save and improve lives for many people, by saving and collecting used room soap, your organisation will also be helping in the reduction of discarded soap that ends up in landfill. Before Christmas, a pilot programme was launched in Sydney managed by renowned Executive Housekeeper, Maureen Jolowicz. This proved so successful that a small similar programme was launched in Melbourne with several hotels participating. In order to extend the success of this programme, retired Executive Housekeepers Erica McDonagh and Barbara Sargeant have joined forces with Soapaid along with Marian Stratford as voluntary “ambassadors� to assist in promoting awareness to hotels, motels and other institutions and providing assistance in doing so. Erica and Barbara have extensive first-hand experience in the amount of waste generated having between them worked for over 76 years in large 5 star hotels both in Australia and overseas as Executive Housekeepers. Marian is still employed in the hospitality industry having worked in Housekeeping since 1996. Just by registering on the website (www.soapaid.org) you will receive all the information you should need
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to assist staff as well as labels for boxes and the contact person for collection. Collection in Melbourne will be by a nominated Rotary representative at a time that is convenient to both parties. Soapaid has partnered with several large organisations including the World Health Organisation (WHO) and Rotary International, the latter who will collect locally and arrange
distribution overseas. Details of these organisations can be found on the website. ď Ž Further details and support can be obtained by contacting; Erica McDonagh on 0418 502 387 Barbara Sargeant on 0407 173 943 Marian Stratford on 0411 590 136
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The IMPORTANCE OF
carpet maintenance
by Allan Firth
A well planned carpet maintenance program is essential to retain the original texture and appearance of the carpet for as long as possible and maintain a healthy indoor environment.
W
hen developing a carpet maintenance plan for your facility, refer to the carpet manufacturer’s warranty statements as well as the Australian and New Zealand standard AS/NZS 3733 – Textile floor coverings – Cleaning maintenance of residential and commercial carpeting.
areas. Walk off mats and carpets in lifts should be thoroughly cleaned regularly and replaced when visibly worn.
The main elements of a good carpet maintenance plan are:
85% of dirt in carpet is dry dirt and can be removed by effective vacuuming. Vacuum cleaning equipment should be maintained in good working order.
Prevention Walk off mats of an effective size should be placed at all entrances to carpeted areas. These mats collect soiling material before it reaches the carpet inside. Carpets in lifts also act as a preventative to soiling of the main carpeted
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Consult a flooring expert to assist in matting selection. Regular Vacuum Cleaning
Spot Cleaning Staying on top of the day to day spots will keep the carpet looking good and performing at its best.
Deep Cleaning Regular deep cleaning by an experienced carpet cleaner is required to remove oily dirt that represents 15% of the soiling content that accumulates in high walking traffic areas. These areas are scheduled for cleaning on a frequency that prevents the buildup and spread of this dirt. Where any doubt exists as to the best method of cleaning a carpet, expert advice should be sought before cleaning is attempted. It is recommended that carpet cleaning technicians should be members of a recognised industry trade association – such as Specialised Cleaning and Restoration Industry Association (www.scria.org.au) and the Individual Cleaners Association of Australia and New Zealand (www.individualcleaner.org.au) – with proven training qualifications and have a high level of skill.
OTHER FACTORS RELATED TO MAINTENANCE Soil hiding characteristics of fibres While it is generally accepted that wool has natural soil hiding characteristics, synthetic fibre technology has developed to a stage where numerous fibres that have been engineered to improve their resistance to soiling are now available. Resistant treatments Some treatments for carpets can provide soil or stain resistance or both. These treatments make use of chemicals which may be applied by the fibre manufacturer or by the carpet manufacturer. Carpet pattern, texture and colour The colour of a carpet is the major factor determining the visibility of soil between cleanings. Carpet yarns which combine two or more colours may act to camouflage soiling until it can be removed. A combination of suitable carpet texture, colour and pattern should reduce the visibility of soil between cleanings. Chair mats (pads) Desk chairs on castors in offices, libraries, and similar areas can damage both the carpet and the underlay, and for this reason chair mats, usually made of rubber or PVC, are recommended. If you are interested in finding out more about carpet maintenance contact the Carpet Institute of Australia on 03 9804 5559 05 email info@carpetoz.com.au About the Carpet Institute of Australia The Carpet Institute of Australia Limited (CIAL) is the lead industry association for Australia’s carpet industry. CIAL represents carpet manufacturers as well as retailers and suppliers of goods and services to the industry
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The World of Professional Sports Is About to Change
How Your Hotel Is Operated by Stephen P. Ashkin, President The Ashkin Group
T
he world of professional sports is “going Green” in North America—a movement that is likely to have a profound impact on Green and sustainability issues in the hospitality industry both in Australia and around the world. In fact, Jason Twill, one of the leaders of this movement, is an Australian directly involved in Green and sustainable building construction both in his home country and in other parts of the globe. According to Allen Hershkowitz, senior scientist for the Natural Resources Defense Council, this movement has “the potential to be the most influential initiative in the history of the environmental movement.” Why is Hershkowitz so sure that the “Greening” of professional sports will have such an impact on the Green movement? And what does this have to do with the hotel and hospitality industry? The fact is, changes in the culture and practices of professional sports have already led to the evolution of cultural changes around the world. For instance, as many Australians know, the United States has had a difficult history when it comes to race relations. This was no different in the world of professional sports, including baseball. While there was no “official” policy preventing African Americans from playing in the major leagues, there was a so-called “gentleman’s agreement” among team owners beginning in the late 1800s that only white players could appear on major league teams. Black baseball players stuck to what were called the “Negro Leagues.” The two never mixed; it was just the way things were, and it was universally accepted as such. It wasn’t until 1946 that African American Jackie Robinson was hired to play for the Brooklyn (New York) Dodgers, becoming the first black baseball player in the major leagues. By the 1950s, black players had been hired by most major league baseball teams, and the Negro Leagues soon faded into history. As this example demonstrates, changes in the attitudes and practices of professional sports teams have the
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power to change wider culture for the better. “If the sports industry wants it and promotes it, the world can change,” adds Hershkowitz. “Sports has led [the way] to change race relations. . . . It will now change the world in the environmental sphere [as well]. There is no turning back.” Jed York, CEO of Levi’s Stadium in San Francisco, CA, agrees with Hershkowitz wholeheartedly. “The sports industry has the most powerful platform on Earth to influence the future. It will be felt for generations to come.”
Green Sports Venues Before exploring how these changes will impact the Australian hotel/hospitality industry, let’s explore some of the ways the professional sports industry is going Green right here in Australia. Melbourne Park is a perfect example. This facility is currently in the middle of a 15-year redevelopment project. The State of Victoria, which owns and operates Melbourne Park, is spending over $700 million to make it “one of the most sustainable sports and entertainment venues in the world,” according to a spokesperson. The Green and sustainable initiatives being undertaken there include: • Installing reflective roof coatings, which reflect over 70 percent of the sun’s heat. This keeps the building cooler during warm weather. • Installing a lighting system that provides high-quality light while using less energy. • Using LED light bulbs (which are very energy efficient) for all external lighting, and installing programmable lighting controls. • Installing solar panels that generate energy atop sections of the park. • Recycling initiatives that have led to more than 80 percent of all construction waste from these projects being recycled.
• Sourcing timber from sustainably managed forests certified by the Forrest Stewardship Council. • Using high-efficiency HVAC systems to save energy, lower operating costs, and reduce greenhouse gas emissions. Similarly, in the United States, a California sports facility has been changing all the lights in its main recreation centre to energy-saving fluorescent bulbs. Further, they have installed motion detectors in activity areas so that lights turn off when rooms are not in use. The facility also switched to natural laundry detergents that require less water and installed an energy-saving “smart pump control system” at two of the outdoor pools. The energy savings from the lighting retrofit and the installation of motion detectors has reduced energy use at the facility by 250,000 kWh annually, the equivalent of removing 132,000 pounds of CO2 from the air per year. The smart pumps will reduce yearly energy consumption by 48 percent for one pool and 42 percent for the other. Other American teams and facilities are also becoming active in converting to renewable forms of energy to power their facilities. Busch Stadium in St. Louis has reduced energy use by 24 percent in the past three years via the installation of solar panels and other technologies. Adds Hershkowitz, “The Seattle Mariners [baseball team] save over $1 million a year in reducing their energy costs and their waste costs. That’s certainly a good role model for other businesses to emulate.”
use of Green cleaning products and procedures became the accepted way of cleaning and maintaining facilities, including hotels and the like. While there is no single driver behind this cultural shift, one of the major reasons was concerns about the powerful cleaning chemicals and related products used to clean most schools. School districts in Australia and in North America were often among the first organisations to adopt Green cleaning programs. Experts believe the Greening of the professional sports industry will lead to even bigger and more powerful cultural changes throughout the business world, including in the Australian hotel and hospitality industry. Small steps, such as implementing Green cleaning programs at hotel properties, will be viewed as just the start. Rather than being viewed as an “added feature,” Green and sustainable issues will soon take centre stage. This means hotel properties must begin to root these practices into all of their business operations, taking them into consideration in all they do. If not, warns York, “You’re not going to be relevant to consumers.” Stephen P. Ashkin is president of The Ashkin Group, a consulting firm specialising in Greening the cleaning industry, and CEO of Sustainability Dashboard Tools, which offers a cloud-based dashboard that allows organisations to measure, report and improve their sustainability efforts. He is also coauthor of both The Business of Green Cleaning and Green Cleaning for Dummies
How the Hospitality Industry Can Get on Board Other industries, including the Australian hotel and hospitality field, can also become role models for this movement toward operating in a Green and sustainable manner. While many Australian hotels have already adopted Green cleaning programs and have implemented strategies to reduce waste and become more energy efficient and sustainable, much more will be expected of them to lead the way in what can only be called a cultural shift. Green cleaning first came on the scene in the professional cleaning industry more than 20 years ago. At that time, building owners and managers, including those in the hotel and cleaning industries, were beginning to understand the importance of using environmentally preferable cleaning products. The key argument was that while many traditional cleaning products have served us well, they can also contain ingredients that are potentially harmful to both cleaning professionals and building users. These conventional products are not sustainable, and less risky alternatives are now available. While this change in attitude did raise eyebrows, it also increased awareness. Still, the transfer to Green cleaning products moved relatively slowly. This was mainly due to the fact that at that time, many Green cleaning chemicals were both more expensive and less effective that traditional products—certainly not a winning proposition. However, by the mid-2000s, a true cultural shift was underway, and the
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The write up
by Ralph Peterson
“
There is a weekend cook that I’m probably going to fire,” she said. I looked at her, eyebrows
raised, surprised. “Really,” I said. Any time I meet with a brand-new manager, not new to managing per se, but new to me, I always try to get a sense of where they are right now. I go through all the basics; how long of you been here, how long of you been managing, how is your staff, are there any problems that you are having right now and the ever important question, what are your specific strengths and weaknesses? She said this was her first management job. That she worked at this facility for more than 10 years, starting as a dietary aide and was just promoted to manager about eight months ago. When I asked her about the staff she said everyone was good. A lot of long term employees. When I asked how she was doing, she smiled and shrugged, not knowing what to say. “Since you started managing a few months ago have you had to do any in-service training, or hire anyone, or talk to anyone about performance issues or call outs, or write anyone up, or fire anyone…”, I said prodding her along. She was shaking her head “no” to all of my questions, but then perked up when I asked if she had ever fired anyone and told me about the weekend cook. “A few of my aides have complained about the way she treats them sometimes.” I nodded my head and wrote “Weekend cook?” on the pad of paper in front of me. “Have you talked to her?” “No,” she said. “I mean, she only works weekends, so…” She trailed off and studied her fingertips. “So you’re going to fire her instead of talk to her?” I said; “because she works weekends.” She looked up, shrugging her shoulders but didn’t say anything.
I bet, if I conducted a poll of all the new managers that I’ve worked with over the years, they would all agree that confronting employees is by far the hardest thing to get comfortable with. In fact, not writing up in employee (that is to say, documenting a conversation between you and the employee regarding an issue) is the leading cause of ongoing poor performance and the number one reason for high management turnover.
through. I can’t tell you how many times I would find one of my housekeepers outside smoking, when it wasn’t their break time. It happened all the time.
I studied her, studying her fingers and then ask, “Have you ever been written up?” She shook her head no. “Me neither,” I said and thought, (Well, there was this one time…).
“That was until I caught every one of my housekeepers outside smoking at 10:30 in the morning. Every-friggen-one of them,” I said shaking my head. She looked up now, fully engaged.
I took out a blank piece of paper and began, from memory, to draw an employee warning notice (EWN), filling it in as I went with her information.
“When they saw me, they acted surprised of course, and joked that they had gotten caught, but they weren’t scared. They weren’t even nervous. It was like, oops, you caught us. No big deal, we’ll just run back into work now.
“Mary is being written up for poor performance.” I check the appropriate box, filled in today’s date and then at the bottom write “Mary needs to talk to all of her staff, about any and all issues, regardless of the day or time that employee works, before she thinks about firing them.” I signed the bottom lower right hand corner and gave it to her. She took the paper and studied it for a full minute before she set it down on the table and asks me for my pen. She signed it and gave it back without looking up. “I was the same way when I first started,” I said. “The whole idea of having to write somebody up made me sick to my stomach. I guess I just hoped people would just do what they’re supposed to be doing and I wouldn’t have any issues. But they never did.” She continued to study her fingers but she nodded in agreement. “One of the first housekeeping departments that I ever ran was in a facility that was five stories high and had these two back stair cases that you could get in and out of the building
“And every time I caught one of them I would give them an exasperated look, put my hands on my hips, shake my head, and sometimes even threaten that if they did it again I would write them up. But of course, I never wrote anyone up, and they knew it.
“And to be honest, I almost let them; like I always had. Just let them go back to work and hope that next time… well, that there wouldn’t be a next time. But then I saw their smirks at one another and thought, heck no. I marched every one of them right back inside the building to my office, grabbed a stack of employee warning notices and just started handing them out. “Put your name at the top, and today’s date…” I told them. “Check the attendance box, then where it says Description of Incident, write, unauthorised smoke break...” Mary’s smile widened, her eyebrows raised, unbelieving. “That’s right,” I said. “I made them write themselves up!” We both laughed. “One of the best lines I’ve ever heard was from one of the housekeepers who said, “But Ralph, I don’t even smoke.” That is probably the worst part, I told her. “The funny thing is I truly didn’t become an effective manager until that day. Until I had finally, not just written up one person but written up everyone; because up to
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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 or 0451 374 970 reception@empirehospitality.com.au I www.empirehospitality.com.au Empire Hospitality Australia Pty Ltd - Suite 102/243 Pyrmont Street - Pyrmont NSW 2009
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that point no one took me seriously. And there is nothing worse, or as ineffective, as a manager who is not being taken seriously by their staff. “That is why talking to your staff, redirecting your staff, pushing your staff, motivating your staff, and if needed writing them up is so important. But it’s not easy.” I took out a clean piece of paper and handed it to her. “Write this down,” I said. “These are my top five rules for writing up an employee.” She did. 1.) Expectations: Your expectations have to be known by all staff members. This normally happens when you first hire someone. You go over the job assignment, which includes what time we start, where we start, what time we take breaks and lunch, and how much we are supposed to be getting done every day and to what standard (do you expect everything to be clean, a few things to be clean, or are you okay with nothing being clean?). That is how you clearly defined your expectations for your new employee. If, you are new and the staff isn’t, you need to have a group meeting where you lay out, for all the employees those same expectations. As a matter of fact, doing this in a group setting ensures everyone is on the same page, which puts you in the perfect position to manage effectively going forward. 2.) Time, Tools, & Training: You are going to find that a lot of your write ups will be based on performance. Therefore, it is imperative that you ensure that all of your staff are properly trained, have all the tools, and are given the appropriate amount of time to get their jobs done. I have seen a lot of managers write up employees for not properly doing something even though they have no documented proof of ever given them the training. Keep in mind, in services are always given before write ups. 3.) Talk First / Write Last: I would rather not write you up. If one of my employees does something wrong, takes an unauthorised break for example, or doesn’t finish their job, or doesn’t do a good job, or comes in late, whatever…
I will always give them a verbal warning first. That is, I will say something like, “Please don’t come in late again or I will have to write you up.” Or “Please make sure you get all this done, or I’m going to have to write you up.” However, your judgment is key here, whether you decide to give them one verbal warning or two verbal warnings or three verbal warnings, you will eventually have to write them up. 4.) Write Them Up: Perhaps the most important aspects in all of management, is the ability to exert authority. I am not saying that writing people up is the only way to exert your authority, however it is a valuable and necessary tool that you must learn to use effectively. And the only way to effectively use a write up; is to write people up. If you, like me when I first started, only threaten people with write ups but never actually write anyone up, then you will not be an effective manager, ever. 5.) Documentation: If it isn’t documented then it didn’t happen. One of my very first unemployment cases involved a part-time housekeeper who kept leaving about 30 minutes, to an hour early every time she worked. Of course, that meant she never finished her job. She would just sneak out of the building way before her shift ended. As you can imagine, I talked to her several times about it. I threatened her with write ups and even told her if she did it again that I would take her off the schedule. She only worked three days a week, including weekends. So I wasn’t always there to catch her. Fast forward a week later and I see that she did it again. So I took her off the schedule. Imagine my surprise when, a few weeks later, I was on the phone for the unemployment hearing with an administrative law judge and the housekeeper and she (the housekeeper) said that I never talk to her about leaving early. She said she was surprised when she found out that I removed her from the schedule. That she had never been written up before. That she thought she was doing a great job. That no one ever complained about her work.” The memory of that hearing still burns my ass to this day.
“I can’t stress this enough, Mary. If it isn’t documented, it didn’t happen. I lost that case.” I watched as Mary scribbled frantically, trying to keep up with my babbling and decided to show her something. I reached into my bag and pulled out the write up. “Managing is about towing the line,” I said. “Managers are responsible for not only setting up all the rules and standards, by which everyone is expected to work, but by setting the example as well. Of course, setting the example day in and day out can be quite difficult. We are human after all, and even managers have sick kids and cars that break down and issues that arise out of the blue. And there have been more than a few times where I have intended to be in one place and found myself in another; and I’ve been called on it,” I said sliding over the write up. “This is from one of my managers who, a few years ago had written me up after I failed to show up at his facility when I was supposed to.” Mary’s eyes got big and turned her attention to the write up. “Forget for a moment that I was in a crisis at another facility and couldn’t get away. Forget too, that I was his boss and the term “write up” doesn’t actually mean you write (Up) those above you, but he was right. I would’ve written him up if he failed to show. Worse, I was so crass, if you read the write up,” I pointed to the bottom of the page. “…that, I didn’t even call. Not good,” I said. “My point is this,” I said reaching for the write up. “Getting written up is not the end of someone’s career. However, not having the ability to write someone up may be the end of yours.” “The Write Up,” is from the book “Managing When No One Wants To Work: Leadership Lessons from an Executive Housekeeper,” (2014) and is reprinted with permission. Ralph Peterson is a Professional Speaker, Syndicated Columnist and Author in the field of Management Development. Contact him at Ralph@RalphPeterson.com
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Prima Fabrics Prima Fabrics is one of Australia’s leading importers and distributors of linen products designed for commercial laundry use, hospitality sector and healthcare industries. Our extensive product range includes different collections of Commercial Towels, Commercial Sheets, Quilts & Blankets, Mattress Toppers & protectors, Pillows, Bath Robes, Shower curtains, custom made duvet covers, etc.
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ur company boasts a range of high quality Australian made and imported products to meet the needs of international hotels, resorts & luxury accommodation as well as boutique bed and breakfasts, the local motel, private hospitals and aged care facilities. Currently supplying many of Australia’s renowned hotels and resorts, Prima is committed to meet the needs and expectations of our customers by delivering the highest levels of quality and service in the industry. Our vision is to provide quality products to our customers at a very competitive price. All our textile products from bed sheets to towels are ethically made in compliance with Australian health and safety regulations. Our towels have double stitched hems on all four sides, for a stronger & more durable lasting
towel which provides excellent absorbency and performance for both hospitality and health care sectors. We are able to manufacture custom made linen in house to meet our client’s requirements. We also offer a customised logo service for sheets, towels, bath robes and other items. Please feel free to contact us for any assistance, or you can visit our website to view our linen collections. Ph: 02 9723 1344 Web: www.primafabrics.com.au Email: sales@primafabrics.com.au
Great Selection, High Quality
Hotel linen supplies – Towels, bed sheets, pillows, mattress protectors, bathrobes, shower curtains, cushion covers, duvet covers, blankets and quilts.
www.primafabrics.com.au 52
ADVERTORIAL
Whose fault is it anyway? by Dean Minett
I’d like to throw a challenge out to the housekeeping world at the moment and ask the question, is there any time that poor service is acceptable?
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aving both managed accommodation venues for many years and stayed in them for as long, I am always curious as to reasons that anyone could possible give for condoning low standards. I know, I have heard lots of reasons in the past: “we were short staffed” “we ran out of X product” “my boss wouldn’t let me fix it” “the boss is terrible and doesn’t care about people”…… and no, this wasn’t from my own staff! But are these really acceptable excuses? As a case in point, my married daughter recently stayed in a 4 star regional hotel and was quite disappointed to see that the doona cover on her bed was stained and that the smoke detector had been covered up (by a smoker no doubt!). After several hours of waiting for the staff to come and fix this she was told: “Look, you are on the list. We are really busy at the moment so we will get there when we can”. When a staff member finally arrived he advised them that they did not have any more covers so he brought blankets instead, and when they went to change the covers, they discovered that the bed was short-sheeted on the bottom with no mattress protector. Was this acceptable? Is being busy really an excuse?
An email to the GM elicited a generic response, and when she challenged this with another email, he only then offered to call her and resolve. (In a classic misunderstanding of Gen Y I might note as they don’t like to speak on the phone. But that’s another story!) On another note, I stayed in a 5 star hotel recently and advised the desk that I would like my bags brought down and the car available at 9.00 am so I could make an appointment 45 mins away. When I arrived to the front door, the doorman thought the car had been sent for but in fact it took 45 minutes after me following up for him to go and get the car and then I discovered that the bags weren’t even in it. Delay to guest, delay to my client and unhappy all around. Any acknowledgement or apology from the head porter? None! The hotel was very busy, so whose fault is it? In my daughter’s example, I guess you could say that the GM has set the scene for dealing with customer complaints i.e. stock standard response, hope the customer goes away and don’t really care. Is it any wonder that the staff act the same? (Or that their online ratings are only so-so?)
Well, to be honest, I do hold the GM accountable for all these things; HOWEVER, I more importantly hold the staff accountable for these things! As service professionals, we have to be self-motivated and have our own standard to uphold. If we allow ourselves to be totally at the mercy of our employer or only follow the standard they set, then we will always be a follower and dependent on others for our reputation. There is an old saying “if it is to be, then it is up to me” (or something similar) which suggests that we are the only ones who can make things happen. We cannot make anyone do anything that we want them to do, we can only be accountable for ourselves in the end. In our industry our reputation is the only thing that stands out over years, so do we want to leave it up to others as to how this develops, or, do we stand up and say “it is up to me”? “Dean Minett has over 35 years of experience in the Australian hospitality industry and was previously recognised as a “Legend of Tourism” by Tourism Training Australia. His company, Minett Consulting Pty Ltd, offers a full range of services to executives in the hotel and hospitality industry, providing expert advice on development and operations as well as mentoring, training and outplacement coaching.” www.minettconsulting.com.au
In my case, the hotel generally enjoys excellent online ratings, so was this just a bad day? Who do I blame?
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Trust us to take you to the next level— true sustainability from a true partner. Sealed Air’s Diversey Care division cleaning solutions and programs are built around hospitality and go beyond the product. They help you leverage broad sustainability practices and processes , helping to deliver a better environmental profile while helping to improve your bottom line across People, Planet and Profit. From ISO certifications and eco-labeling to innovative packaging and dispensing systems, workforce training and beyond, Diversey Care has the integrated solutions your operation demands. That’s true sustainability. That’s Diversey Care.
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© 2014 Sealed Air Corporation. All Rights Reserved. 19680-20273 en 04/14
Technology 2015
by Ted Horner
As we go into another year we asked Ted Horner to write for us about the current technology trends in Hotels.
Smart Phone Access to guestrooms
front desk and check in with your smart phone is taking off.
any of the world major brands and rolling out mobile check in platforms via guest own smart phones.
Guests no longer like to have free Wi-Fi, they are expecting it
Starwood Hotels and Resorts has become the first chain to let guests unlock doors with their phones. The feature is available at only 10 Aloft, Element and W hotels but will expand to 140 more properties in those brands by the middle of next year.
Free Wi-Fi is now considered a utility like power and water and as a result guests expect it to be free , however if guests want a premium Wi-Fi service at higher speeds then I believe hotels should be able to charge provided the cost to move up from free to paid service is not excessive.
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Others such as Hilton, Marriott and IHG have plans to roll out mobile check in in 2015. The new Next Hotel in Brisbane is the first in Australia to roll out this technology. For the last few years hotels have been searching for various methods to modernise the guest experience and one component of that is the check in process where there is an opportunity for innovation because it represents one of the first interactions between hotel and guest. Keyless room entry is one such innovation as it allows hotels to benefit from the recent advancements of mobile technologies and BYOD trend that see guests carrying an average of 2 or more devices with them. There a number of different technologies that can be used using Near Field Communications (NFC), Bluetooth, RFID to name a few but clearly the concept to by-pass the
In Room Entertainment in next five years Today more and more guests are arriving at your hotel with their own device (BYOD) and more importantly their own content (BYOC) so in light of this hotels will need to do the following: • I ncrease bandwidth as more guests want to download content over the Internet • Ensure that whatever Smart TV you have in your room that is has the capability to allow guests to easily share content between their tablet or smart phone and the large screen TV • Question whether Foxtel is required when the commercial model is not suited to hotels and where guest can access content elsewhere
Five Main areas of Focus with technology in 2015 1. Increased use of mobile apps to improve the guest experience before, during and after their stay 2. Mobile check in where guests will by-pass the front desk and use their smartphone to access their rooms 3. Increasing importance of big data – how will hotels analyse all this data to stay ahead of the competition and meet the individual needs of all guests. Who can do this the best will prosper 4. Cloud Computing with more and more technology hosted in the cloud from PABX, PMS to POS etc. as opposed to the traditional on premise systems 5. Disruptive technologies how will the hotel industry rise to meet the challenge of Airbnb as the taxi industry has to meet the challenge of Uber – technology will play a major role here In my opinion one of the best and most innovative users of technology is Citizen M www.citizenm.com who hosts all of their technology in the cloud and guests self-check in themselves.
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Why no WiFi?
Check-in your guests to a better experience
by Brad Little, NETGEAR Managing Director Australia and New Zealand
Our environment is changing. We are no longer a culture of stationary individuals who live and work in the same place. Australians now exist in a nomadic work environment, where we work in multiple offices, from home, from our car and from various hotels as we go on the road for our professions. This behavioural evolution has offered the collective workforce many advantages, however it is depended on the ability to stay connected.
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hether on vacation or away on business, hotel guests expect to connect, stream, watch, download, work, and play without complication and without limit. When travelling for business, access to a secure, reliable WiFi connection is crucial. Whether sending an email, printing itinerary or connecting to a videoconference, we all need to be ‘online’. It is surprising then, to look at the Australian hotel industry and notice that it is significantly lacking in facilities for its guests, both business and otherwise, and if they are readily
available, these services come at a cost. We often talk of the internet being ubiquitous, and within the international hotel and hospitality industry at present, around 90% of hotels offer guests wireless internet access at no extra charge, with America (at 93%), and Europe (at 90%) leading the way. On the other hand, and on the other side of the globe, Oceania offers a little over one in two hotels (55%) with free WiFi services for their guests. In Australia specifically, only four out of the top ten hotel chains
currently offer some form of free WiFi connectivity. For proprietors, this can seriously effect guest satisfaction, and can result in an otherwise pleasurable stay turning sour, and earn a negative review as a consequence. For those who travel for business, WiFi has fast become the number one priority when it comes to booking a hotel, ahead of location and included breakfast. The ability to access emails and connect with the office remotely is an absolute must, and should be as stress and hassle free as possible. The WiFi connectivity offered by some hotels can easily become the factor that ‘makes or breaks’ a guest’s overall hotel experience. Poor WiFi signal, slow download speeds and passwords that are only valid for one device just aren’t good enough in a business hotel anymore, and can be reason enough for some patron to choose another location. The introduction of an updated WiFi service for business guests is vital to improve their experience, however they are not the only users who will benefit from a more accessible wireless connection. Technology and digital innovations are no longer just the domain of corporate guests, as more and more families follow the trend, and are embracing wireless technology as a travel essential. Whether checking in on a smartphone,
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amusing the kids on a tablet or sending travel snaps via email, the wireless needs of travelling families are putting the pressure on hotels to place the internet within the reach of all hotel guests for a better all round experience. So why is the Australian hotel market so slow to embrace free and reliable wireless access for their guests? Granted there are costs involved for a hotel to put in the necessary infrastructure to bring about change. As such, a pay structure for patrons that allows them to pay as they go is not completely unreasonable; however the delay in implementing such alternatives is causing patrons
(as well as hotels) undue frustrations during their stay. Alongside facilities, bandwidth issues and range are also a problem for hotels to navigate. It is vital to ensure that access points are in good locations to optimise performance and to limit interference, as signals which drop out as guests move from place to place are extremely frustrating. Any changes to infrastructure in hotels are going to take time, and will ultimately require a period of adjustment. The benefits for the user experience and overall guest satisfaction will be motivation enough for the hotel industry over time, however there is a further advantage to adapting their current, somewhat
lacking wireless services. Fast, reliable WiFi is paramount for the majority of hotel operations. Via up to date WiFi connectivity, hotel operators can shorten check-in wait times, improve turn around for food and beverage orders, make booking and preparing a conference room simpler than ever before and eliminate complexity for administration and operations. In a competitive market where guest satisfaction and comfort is central, the current standard of WiFi connectivity in Australian hotels is under delivering. If not adapted and updated to support the increasing demand it will be left behind the rest of the world, and potentially affect the industry’s global tourism reputation.
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It’s now possible to clean twice as much, while doing a better job, for less money.
Ph: 1300 253 275 www.clearlinkservices.com.au
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A hygienically
ADVERTORIAL
happy holiday
by Josh Hastings, Category Manager for Solaris Paper’s Livi®’s brand
Josh Hastings Category Manager for Solaris Paper’s Livi®’s brand explains why encouraging healthy hand hygiene is so important when going on holiday.
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he last thing those in the hospitality industry want to be remembered for is hosting “the holiday from hell”. So often, longed-for holidays at home or abroad are ruined by illness. Statistics from The Travel Doctor indicate that 1 in 2 Australians get sick on overseas holidays, with tummy troubles like diarrhoea and gastro being the major afflictions. It is critical for cruise ships, hotels and hospitality professionals to prevent this, starting with the simple act of hand hygiene. So what steps can those in the tourism industry take to ensure the highest standards in washroom hygiene behaviour? Getting the right products to make hand washing pleasant rather than a chore, is crucial in tourist venues and brings a number of benefits including: • Reputation: which can be ruined by customer contamination incidents • Reducing absenteeism among staff Aesthetics also play a valuable role in encouraging people to develop healthy hand hygiene habits and the right hand hygiene systems can build a positive image in the minds of guests. Dispensers that look good and are easy to use, conveniently placed and are space saving will play an invaluable role in the promotion of healthy hand hygiene behaviour.
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There are many areas within a hotel or leisure facility which can be enhanced by the provision of hand towels and hand soap and sanitisers. Public spaces such as washrooms, showers, gym, pool and spa areas, receptions, restaurants or canteens, can all benefit from the appropriate siting of hand
hygiene dispensers. However, ‘back office’ areas should not be forgotten, so adequate provision should also be made for offices and staff rooms. www.livitissue.com.au – 1300 832 883
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Accommodation Bathroom Cleaning
Traditional Methods vs. Modern Hygiene by Murray McDonald, Director Duplex Cleaning
Bathrooms are notorious for being hard to clean, particularly due to tile and grout, hard to reach crevices and odours. Traditionally bathroom cleaning or any room in an accommodation facility that is at high risk of bacteria build up is commonly cleaned with strong disinfectant.
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owever, with today’s modern hygiene methods, chemical smells are not always a sign of a clean and disinfected bathroom. In fact, no smell at all is a better indication of whether a bathroom has been cleaned. Here are 2 key bathroom cleaning applications in which traditional bathroom cleaning methods have now been replaced with modern sanitisation processes.
Tile and Grout Cleaning Grout lines have always been known to be hard to keep clean. They fill up with dirt, detergent residue and mould. Grout lines are having known to be commonly cleaned by manual scrubbing with a brush, much like a tooth brush, together with hazardous chemicals. High temperature steam technology is a modern day and highly reputable method for cleaning tile and grout. This is because the high pressure
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dislodges stubborn grime and the high temperatures destruct mould spores. Not only is this an infection control cleaning standard of hygiene but it can take just minutes to complete a shower wall. A key way for cleaning tile and grout in a shower would consist of the following methodology: •S tart in a corner with dry, 165+ degrees steam: slowly run a steam lance with a brush attachment down the length of the grout line with light contact. •W ipe up grime with microfibre: Once all grout lines have been steamed and grime has been blasted out, wipe up the grime with microfibre. •G o from top to bottom: After the shower wall grout lines have been steam cleaned, use steam and microfibre on floors, as well as floor tile and grout.
Drain Cleaning Accommodation facility plug holes get filled with gunk and grime, which can include soap, fats, oils, mould, hair and more. This grime not only slowly chokes the pipes preventing water to properly drain, but it is also one of the main sources of odour in a bathroom. Traditionally drains have been cleaned with caustic drain cleaners and unblocked with manual pumping of plungers. With many accommodation facilities making environmentally practices a priority, pouring chemicals directly down drains isn’t a viable method. When it comes to cleaning and the unclogging of drains, high temperature and high pressure steam treatment is also a highly effective method. Just like with grout cleaning, high temperature melts grime and mould, and the high pressure forces grime further down the pipe. Furthermore, steam at temperatures of +165ºC kills all bacteria and disease.
A key way for cleaning and unclogging drains would consist of the following methodology: • Connect a plunger to a steam lance: Connect a steam pressure lance with a plunger tool to a steam hose, and place the plunger directly over a basin or bath plug hole. • Melt grime and destroy pores: Turn on steam at a low pressure for 30 seconds to melt and destroy mould spores within seconds. • Increase pressure: Increase steam to a higher pressure for another 30 seconds which will breakdown the grime further and blast it down he drain. When grout and drain cleaning is combined with a detail steam clean for smaller areas like taps, rails and toilets, a typical sized accommodation bathroom can be cleaned with as little as 1L of water without chemicals.
Murray McDonald is Director of Duplex Cleaning Machines and has over 20 years experience in improving accommodation cleaning standards
through chemical free solutions. Visit www.duplexcleaning.com.au
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Product NEWS Dishwashing Takes A Turn For The Better Innovations Abound In Diversey’s New Dosing System Diversey’s innovative new Suma Revoflow system is the most advanced design on the market, combining precise controlled dosing of powder detergents and liquid rinseaids for dishwashing in a single, integrated design. Suma Revoflow’s innovations include a unique four-colour LED problem-solving indicator for simpler operation with reduced errors and a totally new type of self-contained dispensing mechanism for completely accurate dosing for improved cleaning performance and consistency. This unique and completely self-contained modular system is designed for use with new concentrate formulations in Diversey’s high performance Suma warewashing range to deliver enhanced performance, higher quality, improved cost control and better sustainability. Suma Revoflow is designed for ease of use and to eliminate the hazards and inefficiencies of traditional dishwashing equipment. It removes one of the biggest limitations in kitchen hygiene – how to precisely, consistently and safely dose powdered detergents. This is important because powders offer greater flexibility in the formulation and allow combinations of ingredients that are not possible with liquids to deliver a wider range of performance characteristics. An innovative four-colour LED problem-solving indicator helps make Suma Revoflow very easy to use: a green light glows when everything is working normally; a red light shows when a container is empty and needs replacing; an amber light indicates that a service technician is needed; blue shows that no water is reaching the dispenser. This simplicity reduces the need for detailed training, helps make the system suitable for workers with different first languages and optimises operating time and maintenance because staff can quickly identify and troubleshoot errors. Information generated by the base unit, including a rack and wash count, can be used to monitor and assess overall cleaning performance.
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The advanced and innovative rotary cap design is a totally new concept that ensures accurate dosing and dispensing of powders and liquids to give the correct pre-programmed dilution for each wash. This promotes cleaning consistency, reduces errors and eliminates wasted product for better cost control, sustainability and no need to rewash. Cleaning products are supplied in sealed ergonomic containers with colour-coded tamper-proof caps that have a unique key to ensure they can only be fitted into the dispenser correctly to prevent product contact, spillage or accidental mixing. The dosing mechanism is incorporated into the cap which means it is replaced with each new container for renewed accuracy and reduced overall service costs. The dispenser unit is compact and wall mounted for greater convenience and to help create a neat and tidy work space. The modular design allows up to three different products to be installed by simply adding another dispenser to the base unit. Chemicals are moved off the floor to reduce the risk of trip and slip hazards, one of the biggest causes of accidents in commercial kitchens. Like other Diversey systems, Suma Revoflow further promotes sustainability through the combination of concentrates with reduced and recyclable packaging. This minimises the environmental impact and “chemical miles” associated with each cleaning task. Further information on 1800 647 779 (Australia) or 0800 803 615 (New Zealand) or www.diversey.com About Diversey: Diversey, Inc. is committed to a cleaner, healthier future. Its products, systems and expertise make food, drink and facilities safer and more hygienic for consumers and for building occupants. With sales into more than 175 countries, Diversey is a leading global provider of commercial cleaning, sanitation and hygiene solutions. The company serves customers in the building management, lodging, food service, retail, health care, and food and beverage sectors. Diversey is headquartered in Sturtevant, Wisconsin, USA. Diversey, Inc. is formerly JohnsonDiversey, Inc. To learn more, visit www.diversey.com
Time to Get Smart with Bluetooth Clock Radios The Nero Bluetooth clock radio is custom designed by Weatherdon for use in hotels, apartments and resorts. From the unobtrusive dimmer light for hotel guests to the neat design that will suit any décor, this is an all-rounder. With the added feature of 2 handy USB ports for charging phones and Bluetooth technology which allows you to pair with any Bluetooth system. • Compatible with any Smart Phone, Android tablet or iPad • Wireless Bluetooth technology • FM Radio and dual speakers for a sharper sound • Large 22 mm Blue LED display with high, low and off dimmer • 12 or 24 hour time & alarm settings • Sleep & snooze function • 2 USB ports on top of unit for charging phones & tablets (USB cable not included) • Auxiliary Input • Battery backup: will hold time and alarm settings • 2 AAA batteries (not included) • Colour: Silver & Black • Size: 200 mm (L) x 100 mm (W) x 82 mm (H) • One year warranty
Cimex Rotary Scrubbers
They can be purchased in quantities of 12 and carries the product code 7433301. For more information on our wide range of products please email sales@weatherdon.com.au or visit our website at www.weatherdon.com.au
This unique triple head scrubber is used for hard & soft floor surface cleaning. Porous floors soak up liquids very easily which can make it difficult to remove dirt and debris. Facilities, motels and other businesses can spend a lot of money each year paying to have carpets cleaned and stone floors treated in order to remove staining. With specialist cleaning machines such as the Cimex CR48, it is possible for these costs to be reduced when you have one available on site. Cimex have made a reputation for their three-headed brush design, which provides easy and unique cleaning for almost any surface including carpet, timber, stone, terrazzo and
ceramic tiles. The machine works by using a planetary triple drive diffusing chemical through each brush or pad driver. This provides a unique scrubbing system for most types of anti-slip and uneven floors. Brush life is increased as the motor is bi-rotational and the brush design prevents cables from being swept into the brushes; a safe scrubber. The Cimex is the ultimate machine for encapsulation which is an interim carpet cleaning, low moisture method, making cleaning in larger public areas fast & easy. Alphaclean 1300 655 598 QR code to Cimex
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I came, I saw, I toasted Self catering, on a small or large scale, is increasingly the go in the accommodation and hospitality industry. Whether it’s to heat a baby bottle or a frozen meal, toast a baguette or grill a light snack, today’s guests increasingly demand home away from home comfort and convenience. The new Nero 20L microwave oven and the Nero 10L toaster oven, from the Weatherdon Corporation, tick all the boxes when it comes to stylish looks and robust design. Importantly too, both the Nero microwave and toaster oven are easy to use, easy to clean, safe to operate and can squeeze into the smallest of spaces. Nero 20L Microwave Comes in stylish, hygienic white with a push open door and child safety lock • Has an easy to read digital LED display with clock • Features 11 power levels, 6 cooking menus, a defrost setting, a 99 minute timer and 700W output • Is a compact 338 mm wide x
Reputation key to market leading success Empire Hospitality was established in 2001 to cater for the strong demand for highly trained professional staff in housekeeping within the Hospitality Industry. We have built an enviable reputation as a market leader in hospitality cleaning services by providing site-specific delivery to each of our individual clients as we understand their varying needs and expectations. This is what separates us from our competitors. We are currently delivering our services in New South Wales, Victoria, ACT & Queensland. We are more than capable of delivering our services Australia wide and are actively seeking new partnerships in all capital cities in Australia. Empire Hospitality specialises in providing all levels of highly trained housekeeping staff to hotels, resorts and serviced apartments. We currently have a team of over 700 trained housekeeping staff servicing our client’s needs. Our staff is made up of professional Room Attendants, HousePersons, and Public Area Cleaners, Turn Down Attendants, Uniform and Linen Room Attendants, Supervisors, Assistant Executive Housekeepers and Executive Housekeepers. Empire Hospitality provides Housekeeping Staff for the partial or full outsourcing of the entire Housekeeping Department within hotels and serviced apartments. Empire Hospitality’s Management is onsite daily, so as to ensure the smooth running of all housekeeping operations. This daily interaction between Empire Hospitality and our clients ensures that the client’s objectives are always exceeded.
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230 mm high x 335 mm deep with a generous 250 mm turntable. The Nero Microwave is also available in larger 23L and 30L sizes. Nero 10L Toaster Oven • Bakes, toasts, reheats • Gloss white exterior, stainless steel interior, pull down glass door • Drop down crumb tray, grill rack and food tray • Features user-friendly switches for 4 stage heating, a power indicator light, 30 minute timer, top and bottom heating elements, 1000W output • Compact design: 368 mm wide x 205 mm high x 265 mm deep with an outer power cord length of 0.75 m. Now in its 40th year, Weatherdon is a family-owned and operated business that has provided the accommodation and hospitality industry with essential stylish, quality products since 1975. For more information on the Nero microwave or the Nero toaster oven please visit www.weatherdon.com.au, send an email to sales@weatherdon. com.au or call (02) 9906 2202.
The benefits to the client in outsourcing are numerous, including but not limited to, the following: • Quality of housekeeping is guaranteed – we provide a Housekeeping service which is of a 5 star standard and we pride ourselves on the quality we deliver to you and your guests. • The client is able to save on their housekeeping costs by eliminating all of their fixed costs attributable to housekeeping, as well as additional costs that are associated with running the housekeeping department. • The client is able to eliminate all costs associated with payroll: wages leave entitlements, superannuation, worker’s compensation, payroll tax, sick leave, award conditions, annual leave, administration costs, and public liability. • Costs associated with recruitment and training is eliminated. All staff members are thoroughly trained and experienced in the hospitality industry. • Indirect costs which are difficult to quantify, such as staff maintenance and wellbeing. • We are able to reduce housekeeping costs whilst improving housekeeping quality. The client is therefore able to budget better as costs are directly related to occupancy – you only pay for the services you need when you need them. Our flexibility allows us to manage the housekeeping workload for you during both the busy and quieter times of the year. For more information please phone: (02) 9571 6811 or email: reception@empirehospitality.com.au or visit our website www.empirehospitality.com.au
Steam, Vacuum & Sanitise All Surfaces FAST Rent from only $3.80 per day Call for Details
The SV8d steam vacuum cleaner is the most simple to use and effective cleaning and sanitising machine for your entire facility. Clean grout, bathrooms, kitchens, upholstery, vents, spot clean and freshen carpet, air vents, remove odours, clean curtains, windows and much more.
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BONUS OFFER The FIRST 5 Orders will receive a FREE steam mop attachment valued at $430.
UPHOLSTERY
FLOORS
WINDOWS
DEEP CLEAN and SANITISE with STEAM Steam Australia steam vapour cleaning systems will effectively deep clean and sanitise all surfaces in your facility. Steam penetrates areas where chemicals cannot reach, detailing every nook and cranny, giving you a deeper and more hygienic clean than ever before.
BATHROOMS
CURTAINS
MATTRESSES
We use the SV8D steam cleaner daily. It's the best machine for spot cleaning stains off carpets, windows, curtains and cleaning bathrooms from top to bottom. Every facility should have one. Sherrie– Autumn Lodge Aged Care Autumn Lodge Aged Care Armidale, NSW
Easily clean air vents
Anywhere that had to be cleaned with chemicals can now be hygienically cleaned in half the time using steam.
1300 79 50 50
Visit our website for video demonstrations
www.steamaustralia.com.au
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