Executive Housekeeper Volume 19 Number 3 by Adbourne Publishing

The Executive

HOUSEKEEPER

Vol 19

No 3

PP322210/00016

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Publishers LETTER

ith the horrors of Paris and Beirut fresh in our minds, it hardly feels like the ‘time of joy’ as we approach the Christmas break.

Here at home, we’re standing together but we’re also getting on with our way of life. And we hope December and the New Year can bring about good times with friends and family. This is our final issue for 2015. This year we’ve heard the tales, tips and tricks from many contributors. They’ve given us an insight into every topic under the sun, so we thank all our regular and guest authors for their work. We’d especially like to thank our ‘foreign correspondents’ for their contributions throughout the year and in this issue. Robert Kravitz, Ralph Peterson and Janet Marletto send in copy from the United States. Our very own Liz Lycette also finds time to write for us from her busy schedule as Director of Services at the JW Marriott Hotel Macau. Interesting fact: Macau is home to the world’s tallest bungy jump. No word yet on whether this is on Liz’s Christmas list this year!

June Bennett about her 27 years in the industry – from Sebel Playford to the Adelaide Hilton, plus an Irish stint in-between. She’s helped take Mayfair to the top result on TripAdvisor for the past six months. We also chat to Tom McIntyre – the Front Office Manager at Sofitel Gold Coast. Tom makes it his goal to impress each guest who walks through the front door, from the service to the décor. He’s relatively young in the industry but has combined study with a range of roles to get to where he is today. Tom loves a challenge, and one of his favourites is to train new staff to be their very best. We also look at hard floors courtesy of Slique, and features on colour coding, hand hygiene, education and recycling. We would also like to thank Rebecca Hughes from Work Smart Clothing who looks at the latest technology in uniform fabrics. Merry Christmas from the team at Adbourne. Regards, Neil Muir

On the cover you’ll notice the Mayfair Hotel adorning the streets of Adelaide. We chat with head of housekeeping

View The Executive Housekeeper online now! Scan here or visit www.adbourne.com/exec-housekeeper

ADBOURNE PUBLISHING 18/69 Acacia Road Ferntree Gully VIC 3156 PO Box 735, Belgrave, VIC 3160 www.adbourne.com 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 cannot ensure that the advertisements appearing in The Executive Housekeeper comply absolutely with the Trade Practices Act and other consumer legislation. The responsibility is therefore on the person, company or advertising agency submitting the advertisement(s) for publication.

Adbourne PUBLISHING

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

Contents 6

PHAN news

SEQPHA news

11 PEHN news 12 International Housekeeping Appreciation Week 15 Working smarter Odour management 18

22 Cleaning with colour coding 25 Black hole of technology 26 Making microfibre work 28 Talking dirty â&#x20AC;&#x201C; Medal count 31 Selecting coatings 35 Hand hygiene 40 June Bennett profile 42 Thomas McIntyre profile 47 Is it important to have training in the housekeeping industry? 48 People, profit, planet â&#x20AC;&#x201C; Sustainability 51 If I had known better 54 Water ingress 58 Top reasons to shift from a visual clean to a deep clean 61 Right the first time 65 Managing the mountain 67 Product news

The Executive

HOUSEKEEPER

Cover images shows The Mayfair Hotel Adelaide

Vol 19

No 3

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PHAN NEWS The Bar

Winners of the Talent Quest “ The Sofitel Team”

Members with Eleanor Shakiba in the middle

SEPTEMBER THANK YOU PARTY

he first event for the year after the AGM, our annual Thank You party was once again held at The Menzies Sydney on the 25th of September. Staff from several hotels in Sydney and suppliers who sponsored attended this fully sold out event. The theme of the evening was country and western and everyone participated by dressing up. The Menzies Hotel engineering team put all their creative ideas and dressed the function room to suit the theme with stable swing doors and seats made out of hay bales. The table decoration of tall aluminium vases with Australian native flowers complemented the theme. The party kicked off at 6.30 pm with a colourful welcome cocktail served on level one and then moved on to level two for the fun to begin. President Maureen made the welcome speech and soon after the five piece band got on stage to play some light music while the dinner was served. The steak and the Barramundi was cooked in keeping with the theme and the meal was delicious. As soon as the dinner was over the band didn’t waste any time on getting everyone on the floor to dance to their country and western music. Square and line dancing kept the floor fully packed for almost 45 minutes.

Then it was time for the popular talent quest. The talents which were presented were so good one would doubt if the performers had part time

jobs at some clubs. The band who judged the talents found it difficult to decide on the winner as all talents were equally good but as there could

be only one winner the Sofitel team won the first prize of $200.

DIFFICULT PEOPLE MADE EASY

The raffle draw in aid of the winner’s nominated charity of the queen size bed was a generous donation by Sealy and manage to collect $657 for the Charity. The many door prizes including accommodation vouchers and dinner vouchers for five star hotels were drawn which made the winners very happy.

As the last year’s presentation was well received by the members committee made the decision to get Eleanor Shakiba to once again present a different topic “difficult People made easy”. The topic was selected by popular request as in day to day life the Executive Housekeepers their assistant’s and supervisors are daily face the challenge of dealing with difficult people.

The Committee can proudly say that it was another successful Thank You party which concluded at 11 pm even though some still wanted to continue dancing.

r ce fo sour needs e n o g The cleanin ur all yo

76 130 3 1300

The presentation was very informative with video’s and group work. Everyone who attended learned many tools and body gestures in handling difficult people and most importantly how to stay calm when handling them. 

The event was held at the TAFE college Ultimo where a class room was turned in to a conference room with the help of Kathleen Herd a lecturer

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SEQPHA NEWS

BY LIBBY SHARP

nce again the year has gone so fast and Christmas is upon us.

The last couple of months the occupancy’s have been very high here on the Gold Coast. My room attendant’s are all looking weary and tired, so many back to backs every day, but at the end of the day we all got through it. Now we are preparing for the busy Christmas/ New Year holiday season, but hopefully some holidays will be squeezed in. National Housekeeping week was celebrated at the Sofitel with a fun morning, my staff celebrated in our new board room with a beautiful cake, lucky door prizes, personality games and Sofitel games and everyone walked away with a gift. Our Magnifique General Manager Amery Burleigh celebrated with us and had a lot of laughs; I don’t think she knew what a mad team I have. Wendy and her Team at Sea World Resort also celebrated National Housekeeper’s week with some fun games and lots of toilet rolls were involved.

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Recently myself, Melissa and Gavin went to Currumbin Sanctuary to visit our adopted Koala “Libby” so cute, it was wonderful to see the great work that Currumbin Sanctuary does. We had a lovely Breakfast at the Crown Towers on the Gold Coast in September and in October Ausclean hosted a lovely breakfast and Trader show at Jupiter’s Hotel & Casino at Broadbeach. Sunfresh Linen are hosting our next breakfast at their factory in Ipswich in November, Steve and his team are very big supporters of our association and I know we are all looking forward to this event. The last week of November we are celebrating Christmas with a sunset cruise through the gold coast waterways, which I know will be a lot of fun. We have had an eventful year raised a lot of money, helped a lot of people and again a big thank you to every member of our association and committee. And of course we could never get through what we do without the work that Melissa Bent does for us, she is our treasurer, secretary and organiser thank you from all of us Mel. I wish you all the best for the Christmas season, and lots of good health and happiness for 2016. 

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PEHN NEWS SOUTH PACIFIC LAUNDRY TOUR

he PEHN members were invited to undertake a tour of South Pacific Laundry new state of the art Laundry facility in Broadmeadows. A group of PEHN members headed off on the bus from the city on the 29th October, and others met us there. We were greeted by the friendly team on arrival and commenced the tour in two groups. We were amazed by what we saw, the size and the volume of linen that gets processed there is totally staggering. There were huge bags of linen in processing stage flying overhead, and we were shown the whole process from the dirty linen arriving by the delivery truck and then guided through each step of the way until it is clean and ready to be returned all clean. The new water recycling tanks were explained along with the tagging of items for identification and counting purposes. It was a very informative afternoon for all. We would like to thank everyone at South Pacific Laundry for making the tour possible. 

INTERNATIONAL HOUSEKEEPING WEEK – TEN PIN BOWLING COMPETITION

ehn celebrated housekeeping week by having a ten pin bowling competition, held on 16th September at Strike Bowling at Melbourne Central. As always competition was fierce, as the teams arrived and shoes were being exchanged for the classic bowling shoe, we were all eyeing off each other to suss out the competition and determine which team will take out the prize. There were teams from Radisson Flagstaff Gardens, Park Hyatt, Crown Towers, AHS, and some of the committee members in attendance. I think it would be safe to say that the President of Pehn, Donna Musarella is no bowling champion, and absolutely posed no threat to anyone, this was determined very early in the night! Scores were very even early on, then The Park Hyatt team came home strong and won the event on the night. We all enjoyed laughs, some nice food and drinks, and finished up the evening all still friends. Which is what we are all about, friendship and networking with others in similar roles, which creates the special bond at PEHN. 

PEHN AGM

ongratulations to all the committee members recently voted in at the PEHN AGM...

Donna Musarella – President (left)  Margaret Fernandes – Vice President (front Centre) Jocelyn Ng – Treasurer (2nd on left)  Megan Johnson – Secretary (not in photo)  Dorthe Jantzen – committee member (back centre)  Marian Stratford – committee member (front Left) Deb Bullock – committee member (back right) Jodi Joeng – committee member (front right). 

International

HOUSEKEEPING APPRECIATION WEEK

JW MARRIOTT MACAU, 14 -19TH SEPTEMBER 2015

BY LIZ LYCETTE

The week kicked off with Excom joining the morning “daily rehearsal” (morning briefing) with all the Housekeeping team, after stretching to lively music – the cake was cut and the weeks celebrations started.

onday evening was the “Housekeeping’s Got Talent Show” combined with our sister hotel Ritz Carlton Macau. There were over 20 acts and the judges had a tough time deciding on the final winners. Day 2 was pizza lunch and day 3 toilet paper mummy wrapping. Lots of hilarity and good fun had by all. During the week we also ran some ongoing competitions, including the

photo recognition competition. This required the participants to match the current photo with the baby photo. Guess the quantity of guest supplies used was also a popular competition where everyone had to guess how many pairs of slippers we use a week and how many toothbrush kits. On the last day a lucky drawer was run for both hotels. Fabulous prizes included meals in the restaurants, spa treatments, fruit baskets and

the grand prize of a night in a suite at Ritz Carlton. All in all the week was a great success and we have the poster outside staff canteen to share for the rest of the year until 2016.  Liz Lycette has always been a regular contributor to the magazine, now working full time as the Director of Services at the JW Marriott Macau. Liz has been kind enough to inform us on the festivities of the JW Marriott International housekeeping appreciation week.

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Working Smarter

INNOVATIONS IN HOUSEKEEPING UNIFORMS BY REBECCA HUGHES, NATIONAL ACCOUNT MANGER, UNIFORMS AUSTRALIA

It always astounds me as to how little creativity and thought is given to staff uniforms yet thousands of dollars are spent every year on marketing whilst the walking billboard goes largely wanting.

our staff are your brand and the image they create will leave a lasting impression on your guests.

Whilst the modern FOH uniform is adopting more fashion elements with striking prints, the introduction of less traditional suit colours, and co-ordinated ranges the housekeepers uniform has been largely forgotten remaining suspended somewhere between the ‘80’s and ‘90’s of Central Europe or Midtown Manhattan. As one of the hardest working departments with staff seen by guests more than any other department they too often are also the ones last on the allocation list and are often relegated to the polo shirts or the ill fitting or shapeless overshirts.

Garments made from wicking textiles are easily recognised by words such as CoolDry®, Climate Smart®, Ezylin® etc but are not to be confused with standard polyesters. Wicking Textiles are engineered and therefore come at a price and should not be confused in the market place with standard polyesters. Generally, when it comes to price, if it seems too good to be true it is! Sometimes the smallest differences can make the biggest impressions when it comes to textiles. Still in infancy nanotechnology continues to revolutionise textile with the introduction of products such as AeroSilver® from City Collection and Advatex® from Biz Corporates.

However no longer does function have to forgo form, comfort give way to care or presentation be second to price. A good designer, with a little creativity backed by experience and knowledge can combine all the elements of function, comfort and presentation in to a good looking, value for money, practical uniform. The introduction of performance based textiles has most certainly shaped the evolution of the House Keepers uniforms allowing for greater design flexibility in styling and improved garment functionality with the introduction of wicking textiles designed to transfer the moisture away from the body, nano technology to assist in bacteria control, improvements in fabric handling and performance of traditional fibres. Wicking fabrics are modern technical fabrics which draw moisture away from the body. They are made of high-tech polyester, which, unlike cotton, absorbs very little water. Wicking polyester has a special cross-section and a large surface area, which picks up moisture and carries it away from your body, spreading it out, to evaporate easily on the outside of the fabric. So you stay cool and dry.

Nano Technology works on a microscopic level increasing the surface area of a fabric by bonding atoms or particles to the fibre to increase its performance and handling without affecting wearer comfort. The most common of these being soil release, easy care and wrinkle resistance.

More than anything the evolution of style in the Housekeepers uniform has seen the most significant changes with movement away from a “Back of House” role to one of front of house with hotels recognising the important public face of the housekeeper seen by the guests on a regular basis. Moving beyond the necessary features of Action backs, side splits, added length, functional pockets, key loops and wonder buttons® for bust fit technology garment styling now looks towards modern tunics more reminiscent of an expensive spa where form meets function and comfort and colour is just as important as fabric and styling.

Colour plays a vital role in all our lives. One of the first thing most people do when they are feeling a little down is to put on something bright to perk themselves up. Colour has been proven as an essential marketing tool to evoke emotions, to stimulate feelings of aspiration and inspiration and much research has gone into the use of colour and contrast in Hotel & Resort décor and signage but up until recently has remained relatively lack lustre in uniforms. Fabric alone does not make a modern Housekeepers uniform. Styling plays an equally important role as it must take into consideration both form and function. The style of a garment must directly relate to the fabric drape and weight for example, in climatic conditions with high humidity it is recommended to keep the styling of the garments made from wicking polyesters loose and free flowing to ensure maximum performance and the best use of the fibres inherent properties. The style of the garment must allow the wearer to perform the necessary duties as a professional Housekeeper and move with you as you perform the rigours of your daily duties.

The move away from the traditional corporate uniform colours, navy, black, grey, brown, pale blues and whites, even in the most corporate of hotels has paved the way for the introduction of more interesting and adventurous colours and prints which not only reflect the hotel or resort but the Australian locality, lifestyle and culture. They enhance the overall experience for the guest and add to the positive feelings of the immediate surroundings. As a uniform provider to the Hospitality Industry we are excited to be part of the transition from institutional to inspirational. With a combination of the right fabrics, good styling and a little colour your staff will be working smarter and looking better in 2016. 

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Odour Management

BY ROSS STONE

Odour management is critical for any facility where patrons come to stay, relax, socialise or dine. Creating an environment and ambience that suits everyone need not be challenging or costly.

nd the winner is…smelly.

Whilst the title may seem a paradox, welcome to the modern world where social media wields its influence upon us all and our future patronage is dictated by reviews of any and all aspects of our business. The old adage of “satisfied clients support sales” is now overshadowed by traumatised texting thumbs, keen to share stories and pictures of their cats, kids and out of house experiences. The last item often leans heavily to the negative and seems to relate to more personal preferences or distastes rather than an overall appraisal of a site. Stinky and smelly are words I have entered into many search engines. I don’t do this from boredom or to escape reality (well, not too often); odour management is my profession and this helps me identify problem markets and areas where education and awareness is needed. You might be surprised to learn that on just one popular hospitality review website, the word “stink’ yielded 1205 reviews while “smelly” came back with an amazing 5942 – and that is just in Australia folks! Now, even though I do get a laugh out of many of them, and some are not relevant to property maintenance, it is apparent that the hospitality sector suffers whether by trying to be a saint or by being a sinner.

Sinners I relate to obvious posts with terms used to describe odours such as: mould, stale tobacco, burnt fat from the kitchen, urine, vomit etc. Most of these are due to a lack of, or inefficient cleaning processes which care and attention can remedy. The “Saint Smelly’s” I refer to are those whose properties expend vast amounts on fragranced products or services to keep their rooms/linen/ public areas/dining areas fresh and clean or pay commercial cleaning and hygiene providers to ensure patrons enjoy their experience. You would think the saints of the industry would gain from this provision of a perfumed paradise, though as you will see from the reviewers and as I hear from many others, imposing your own scent can be a sin. Fragrance preference is a personal thing, often derived from our childhood or life experiences. Like when mum or dad used to bleach the toilet, ‘pine’ the floors, or scrub the tannin from the crockery with lemon juice. Fresh flowers on the table, talcum powder after the weekly bath (ok, so it’s not just the poms), the dentist, sports shoes and the list goes on, each evoking a certain memory, good or bad. Time for a quick poll around the office, or more importantly your guests; what is your favourite “clean” smell? Bleach (commonly misnamed in our industry as ammonia), pine, citrus, floral, bubble-gum, maybe powder fresh?

There are, of course, many other varieties on offer for you to choose. So the question is; which fragrance would your clients like? Or perhaps more importantly – which one would they not like and maybe post it on a review? Debate continues over the true base of some components of fragrances used in domestic and commercial cleaning products and the long term health effects on all of us. Articles in previous editions of this magazine have already highlighted this and with a multitude of websites now leading the charge there is a high focus on workplace environment and indoor air quality. We are all being, or soon going to be, held accountable for the actions we take and the products we use. With a growing number of allergy and asthma sufferers (over 2,000,000 in Australia as of 2013) more and more facilities are removing products containing VOC’s (volatile organic compounds) and allergen inducing substances, most of which are in the fragrances we use in general cleaning products and for deodorising. Leaving a fragrance does not make it clean and if it is an ingrained odour can actually make it smell worse. This is best evidenced by most public bathrooms where we see the downside of upsell. For female washrooms we have scented sanitary bins, wall mounted fragrance dispensers, scented tissues

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and hand soaps. Males enjoy all of the above (yes we even have sanitary bins to cater for our ageing population) and so much more with cistern dosing, urinal tablets or mats (or both) and extra wall mounted dispensers to mask our errant aim. Talk about overkill, all of these fragrances assault our senses, compete against one another and whilst the extra costs keeps your chemical company or hygiene service provider happy, it will often still fail to mask the smell of the person who visited the bathroom two minutes after you cleaned it and you can guarantee they either had a seafood pizza or a curry last night. So bringing in reality, we need to separate the issues of cleanliness and odour control as two very different issues. I don’t think there is a product around that can totally cover for bad or ineffective cleaning. Mind you over the years I have stayed in many an establishment where they have tried to. Whether your cleaning systems be through microfibre systems, steaming or utilising high quality detergent or surfactant based cleansers, a programmed maintenance plan along with best practice procedures will always ensure cleanliness. Ok so now we have it clean, lets tackle the odour issues. Hang on, if it is clean why would we have any odour? Odours start as many things spilt food, liquids, or charged airborne particulates that either emit from or attach to, build up and imbed into carpets, fabrics, paint, drywall, plastics, grouting and just about everything else that we cannot physically scrub clean every day. They are then also introduced adhoc by people or clothing or footwear on to surfaces as solids. My favourite example to show how odours can quickly imbed is to picture that lovely new car smell, and then that night after a 30+degree day and

your used gym bag is on the back seat. Milk spilled on the carpet you find two days later comes a close second.

• Not damage furnishings and fittings.

Constant use of odour counteractants, deodorisers or re-odorant cleansers can also lead to build up of odours or residuals such as in the case of linen, drains and hard floors.

• Fit to environmental policies

Maintaining a constant odour free zone may sound daunting though this is where we now differentiate odour management against odour control or simply put, preventative rather than reactive. Having someone at your front door spraying all who enter is bad for business and not a preventative measure I would suggest (even though a lot offer that in bathrooms)! Better utilised is Integrating odour eliminating products as part of your cleaning routines, added to existing detergents or used with microfibre systems means you cover larger areas and offer full coverage to surfaces providing a residual effect. Rags, mops and the cleaners cart all benefit from this as well. Adding to machinery such as carpet extractors, vacuums or auto scrubbers also works in this way and also make the machines smell better at the end of their shift. Adding eliminators to your laundry, applying to drapes and furniture all help to provide overall site protection. There are a multitude of systems and products available to choose from in the market with varying claims of effectiveness and costs. After 28 years in the cleaning industry both selling and being sold to, I have always found proof works better than words, so make sure you get a demonstration. In choosing your system of management consider the following • Must work across the whole spectrum of odours • Be safe to use on all surfaces • Be safe enough to use by people • Not cause adverse effects to health of clients

• Be able to provide 24/7 coverage (not at 10-15 minute intervals) • Usable in food areas • Eliminate the odour not cover it with a smell A true odour eliminator must work on; • Carpets • Drapes • Bedding • Benches • Washrooms • Floors • Furniture • Walls and doors • The air around us Different formats for delivery; • Atomisers for air or surface spraying/mopping • Laundry liquids • Carpet pre spray and post sprays • Passive air systems • Forced air systems (including submicron dispersing). In the many facilities I visit, we see cost savings on current usage and you will find most supply companies will happily draft a plan to suit your specific needs. So the choice is yours, perfume palace or fragrant free and friendly. To me the smell of clean means odour free and that gets my vote. 

ABOUT THE AUTHOR Ross Stone has been in the cleaning industry since 1987. Worked as representative and sales/national sales manager for chemical and machine manufacturers. Sales manager for hospitality wholesaler. State manager for janitorial products importer. 13 years as owner and director of national cleaning and facility maintenance company with 100+staff

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Cleaning with colour

BY JOHN TAYLOR

Colour coding cleaning products is so simple but the positive ramifications of an effective system are immense.

o where did colour coding originate? One of the earliest local examples was a pharmaceutical manufacturer trying to break into the Japanese market for toothpaste. The Japanese are fastidious with process and obviously with clean production areas and for the company to get the contract they had to segment areas. It was decided to colour code each area so administration was blue; dirty areas such as toilet blocks were red; warehousing and logistics were black and the production area was colour coded white and so forth. Healthcare was starting to work on a similar principle of colour coding areas to stop cross contamination. It is now mandatory in healthcare to colour code and over the

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 

 

 ♦ ♦ ♦

The correct coloured cloth and mop head must be used in the allocated area. A new microfibre cloth and mop head must be used for each room. Used cloths are to returned to the laundry at the end of each shift.

years as colours became standardised – for many years each state had its own system – the cleaning product manufacturers can confidently produce colour coded products. Why should hospitality bother with colour coding? It is already in kitchens. For instance chopping boards and utensils are colour coded to stop the possibility of foods being contaminated particularly with raw and cooked meats. Housekeeping in rooms can be broken down into areas such as the bathroom and possibly a kitchen area and the rest can be classified as general areas. The reason the areas are segregated is the bathroom is where there is a greater likelihood of body fluids that can harbour harmful bacteria or germs that can be transferred between people. Some bacteria can live for days given the optimum conditions of a dark, warm and moist area. If the kitchen has been used for cooking there is a likelihood of grease and fat being present. This can easily be spread to other areas creating slip hazards and/or making surfaces difficult to clean. By colour coding the cleaning products for each area the likelihood of cross contamination is greatly reduced. Housekeeping has a plethora of colour coded products available if standard colours are used. As healthcare have been using colours for a considerable time it is logical to use the colours available and to stop any confusion, and to take advantage of manufacturers labelling, to align with the healthcare colours. Some manufacturers are producing wall charts to assist staff and even labelling the products with the area of use. This is a great advantage when training new staff and assisting in an industry where English is often a second language. The standard colours for reusable cleaning equipment are red for bathrooms; green for kitchens and food preparation areas and blue for general areas. Other colours readily available are yellow and white. Another advantage of using the healthcare colours is if staff have worked in the healthcare industry they are already aware of the colours and a number of other sectors are adopting the colours for instance retail in shopping centres. The decision determining which colour coded products to use is dependent on the property. A rule of thumb is that if an item is used wet or in a wet area it should be changed after each area e.g. bathrooms, sinks and damp

wiping. The use of colour coded microfibre cloths can be very cost effective particularly if an internal laundry is available. Launderable microfibre cloths can vary in price from $2.00 to $7.00. The more expensive cloths have anti-bacterial properties and can be laundered 500+ times that equates to a cost of less than 2 cents per use and good quality microfibre does not require the excessive use of chemicals. The traditional colour coded mop and bucket is giving way to the colour coded microfibre mops/covers with the handle holding an integrated water reservoir, ideal for small areas and the Velcro covers are easily changed after each room if required. If a laundry is not available there is a host of colour coded disposable wipes on the market. Some of the other colour coded products available include: dust pans and brushes; lobby pans; brooms of all sizes and fibres; many different styles of scrubbing brushes; floor squeegees; aluminium handles; chemical labelling; gloves both reusable and disposable; bins and vacuum cleaners. Apart from the general housekeeping areas colour coding can be used to define areas. For instance bins to be only used in back of house could be a different colour to those used elsewhere. Items to be used in the gym and pool area could have their own colour and the dock

and car park could have items coloured black, which has become the preferred colour for these areas. It is clear that in the hospitality industry a simple colour coding system has many benefits for both your guests and staff, and can be an effective cost saver. 

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Black hole

OF TECHNOLOGY BY DEAN MINETT

A TYPICAL DAY: Morning:

Email, iPhone, coffee, internet, laptop, Email, telephone iPhone, internet, laptop

Lunch:

Mobile telephone, email, mobile phone, eat, mobile, email

Afternoon: Email, telephone, iPhone, cup of tea, internet, laptop, Email, telephone, iPhone, internet, laptop Driving: Hands-free phone, glance at email when stopped, hands-free phone, radio, phone. Home:

Introduce to family, iPhone, email, eat, TV, sleep.

o, I am not experiencing a Jack Nicholson moment à la “The Shining”, I am merely recording the daily activities of many senior managers I know.

they called the office or made an appointment. For urgent matters after hours, people called him at home, but at least he was at home. And funny thing is, he was still successful!

The funny thing about technology is that we are so used to the options available that we take them for granted, and forget to question why we use them; in fact, we sometimes become blinded by technology to the point where it is no longer a tool, but a driver.

Of course, I know things change, and there is an expectation we will be available at all times of the day and night now, but I suspect that most people would really rather not be contactable after hours. The trouble is that we expect it of others, and hence they expect it of us. Vicious circle really.

For example:

EMAIL I know a number of people who treat email like some people do with astrology – they look to it to tell them how to behave on any given day. To do lists? Out the door if an urgent email comes in. Completing important tasks? Reasonable excuse for avoiding if the reader sees an email that concerns something they are interested in, or continues an argument begun the day before. Oh yes, and if that funny email comes through with the latest jokes…….

MOBILE TELEPHONE My father was a successful accountant for over 60 years (yep), and he only purchased a mobile phone in the last few years of his working life. He never had it on in the office, and rarely had it on at home. If people wanted him,

INTERNET Ah yes, the saviour of us all! The Internet is a wonderful, amazing, spectacular invention that allows millions of people around the world to connect in ways never imagined at the turn of the 20th century. For chefs, the internet means they can access recipes at any time of the day or night, and they can keep up with the latest movements in other establishments on the other side of the globe. For sales people, they can research marketing trends and consumer behaviour at the touch of a button. And for managers, we can tap into Cornell, Cordon Bleu or even parts of Harvard or Oxford with the right connections. Unfortunately the internet is also an addictive, time wasting, and

sometimes superfluous tool that makes many people very, very lazy!

IPHONE/ANDROID ETC All the earlier points, rolled into one big burden! So, how to manage? The first thing to remind ourselves (again, and again!) is that these technologies are only tools, they are not managers. They are designed to make it easier to perform our real tasks, which may be processing payroll, making sales calls, monitoring energy usage, or staying in touch with a major deal. These technologies are not to replace our brain (really!), nor to save us millions of dollars (although this happens sometimes), they are to act as adjuncts to our inherent traits of reason, compassion, logic, and action, and thereby assist us to be more efficient in whatever it is we exist for. These tools have not completed years of training, nor worked at various hotels, restaurants, cruise ships across numerous counties, nor have they interacted with other professionals to enable them to develop skills necessary to make decisions. Technology, like our mind, is a great servant but a poor master. We forget this at our peril. 

MAKING

Microfibre Work BY BRIDGET GARDNER

The use of microfibre cloths has become synonymous with green cleaning. There is, however, a vast difference between using a cheap ‘microfibre’ cloth with a chemical product, and professional microfibre technology with water only.

hen I question why people use a chemical with a methodology designed to be chemical-free, they argue that microfibre doesn’t work without it. I then look at the flimsy, grubby ‘microfibre’ cloth being used to clean a whole building, and suggest that perhaps they were expecting miracles. This article answers four questions I’m asked about making microfibre work effectively without chemicals.

1. WHY USE MICROFIBRE TECHNOLOGY WITHOUT CHEMICALS? It’s pretty hard to call microfibre cloths and mops (tools) ‘green’ if used with normal chemical products. In fact, the use of a sustainablysourced, non-toxic, concentrated and biodegradable chemical, may have less environmental impact than a cheap synthetic microfibre cloth that is manufactured with poor environmental controls, and thrown away after a few days. A microfibre system should offer numerous environmental and health benefits, such as: • lasting at least 500 washes • reducing water-use, packaging waste and transportation

• using chemicals at the manufacturing and laundering stages only • preventing skin irritations and respiratory problems • removing surface contamination and preventing it from spreading while cleaning. Being lighter, easier and more ergonomic to use than wring mops, and leaving floors dryer, microfibre mops should also reduce the risk of strains and slips and associated injury-based costs. However most cheap microfibre tools are little better than colour-coded rags. The only way these benefits can be achieved is by investing in professional microfibre equipment. As Rob Gordon, the Environmental Services Manager who implemented microfibre technology at St Vincent’s Health Australia Darlinghurst Sydney, points out, “Microfibre out-performs any other cloth on the market, but it comes down to the quality you buy”. Rob also carefully controls the whole cleaning process: its supply, storage, training, handling, testing and maintenance. I call this ‘managing the cleaning life-cycle’. Which leads us to the second question – how to address microfibre and water’s biggest barriers – upfront costs and change management.

2. HOW TO ADDRESS THE BARRIERS? As professional microfibre equipment can cost ten times more than its cheaper cousin, the most obvious barrier is cost. At St Vincent’s the outlay was $2,500 per ward. But as Rob pointed out, these upfront costs were negated over time via their extended durability and reduced chemical, waste and lost work time costs. Monitoring through extensive internal testing, their tools perform at peak for an average 1.5 – 2 years, and are then transferred to administration offices, thus extending their life-span. In a health and aged care settings, reusable microfibre is generally restricted to environmental cleaning applications. However with the addition of anti-bacterial nano-silver, disposable microfibre and/or steam equipment, microfibre methodologies are being tested successfully in some hospital clinical areas and infectious rooms, such as Southern Health and Monash Health facilities. Microfibre is not a one-size-fits-all solution. Practical barriers to consider in a commercial setting include: • the lack of space (or permission) to install a washing machine; • the surface condition, texture or level of soiling risking damage to the tools or requiring stronger chemicals, and

• the facility or contract size limiting a return on investment. It takes time to research, plan, implement, train and monitor an effective system. It also requires a willingness to shift the perception of management, or clients, to make such an investment in professional microfibre. Probably the biggest barrier to microfibre is when an investment fails. Not training cleaners, or providing them with a system to ensure microfibre is used correctly, means they may continue to use cleaning products which clog or even destroy the tools, or they end up in land-fill prematurely by falling into the waste cart. However failure is most often due to insufficient numbers of tools provided to clean with and a woefully inadequate laundering system.

3. HOW DO YOU USE MICROFIBRE PROPERLY? Supplying a few microfibre cloths or mops per building that are rinsed under the tap ‘on the go’, is not cleaning – it’s ‘dirtying’. It spreads germs and soil around, causing smears and dullness, which is then blamed on the tool (this applies to wipes or mops with chemicals too). The face of the tool contacting the

surface must be clean, and crosscontamination from one surface/area/ tool to another must be prevented. An effective microfibre system should have: • Colour-coded tools, including different coloured cloths (or disposable wipes) used on toilets and basins • Sufficient clean tools to enable replacement per area/surface/soil levels/clinical requirements • Purpose-built carrying and storing systems, to prevent contact between clean and dirty tools • A laundering system Tools must be washed within 12 hours of use and immersed in warm water before all soil particles can be released. Not only is this essential for good hygiene, but embedded soil will risk damaging surfaces and bacteria will ruin the fibres. An effective laundering system should be capable of: • Rinsing heavy soil away with cold water before laundering • Reaching 60ºC for washing cloths used for normal cleaning • Reaching and maintaining 65ºC for 10 minutes (or 71ºC for 3 minutes) to achieve thermal disinfection

• Using a low-foaming laundry detergent that does not contain bleach, softeners or zeolites. • Drying in a cool dryer (or air-dry if facilities and time allow). A commercial washing machine should be installed on site, or at a centralised location, or tools sent to a commercial laundry.

4. IS MICROFIBRE TECHNOLOGY BECOMING MORE ACCEPTED? In writing this article, I interviewed several suppliers as well as endusers. They told me they were seeing a growing demand from building owner/occupants toward microfibre as a viable cleaning methodology, and awareness that it needed a fully professional system and training to ensure it worked effectively. So as that old saying goes: a ‘bad workman blames his tools’, but it helps to buy quality tools in the first place.  *Bridget Gardner is Director of Fresh Green Clean. She can be contacted on bridget@freshgreenclean.com.au or au.linkedin.com/pub/bridgetgardner/15/597/9a5/ This article was published with the permission of Inclean magazine.

TALKING DIRTY

Medal Count BY RALPH PETERSON

My body went first. I don’t know if was my back, my knees, or my feet; which were swollen so bad they felt like I was standing on two balloons, but it wasn’t long before my mind followed and I struggled to keep going. I was at mile 19.

here are times in life when we are all able to point to a day, in retrospect, and say that was the day… That was the day I decided that I was no longer going to do or be the person that I was. For me that day was April 25, 2013. To say that I woke up on the morning of April 25, and found myself in a place that I didn’t like would be an understatement. Truth be told, I woke up hung over, fat, angry, disappointed, sad, feeling overwhelmed and most of all unaccomplished. I remember those first few weeks, after I had made the decision to change, to get up, to get moving and to get healthy; I would get up early in the morning, put on my running shoes, and force myself to walk. It took more than a month before I was able to pick up my pace and actually jog but soon, instead of walking for 30 minutes a day, I was jogging. A few months later, I was able to pick up my pace a little more and I started running. Can you believe that… I started running. On November 16, (that same year) I completed my first half marathon and received the first medal that I have ever received in my entire life. Actually, up until that point, I had never earned a trophy, a ribbon, or any type of medal. The guy who met me at the finish line was standing beside a huge box of Finisher Medals. He was older, weathered, the word “Volunteer” in

bright orange across his chest; he held the metal up with two hands and I bent my head so that he could put it around my neck. “Congratulations,” he said. “You made it!” I started to cry. The next day, still wearing my medal, I decided that I wasn’t going to stop there and signed up to complete my first full marathon on what would be my 43rd birthday; April 12, 2014. Training for a full marathon is like taking on a part-time job. There are so many things to think about, from what you eat and what you wear to how much you’re supposed to run on a daily basis. The training program I chose to follow had me running five days a week with the farthest run on Saturdays. It wasn’t long before I found myself having to run more than ten miles every Saturday and so to keep things interesting, I started to sign up for more 10+ mile races. I figured I had to run far anyway so I may as well get one of those sweet medals. Did I mention how much I love getting medals? “The winner, in the men’s category age 41 to 45, with a time of 1:21:19, is Donald…” It was two weeks before the marathon and my training program was having me run 9 miles on Saturday, the same day a 10 mile race was happening a couple of towns over. I signed up for the race, figuring that extra mile wouldn’t make a difference. “It wasn’t even my best time,” Donald said as he got up from the table across

from me to get his medal. He feigned a smile in my direction but I just glared at him. I finished the 10 miles in 1:33:48, an average pace of 9:11 per mile and it was my best time. “Medals are only for the runners who came in first, second or third place,” this guy said sarcastically when I asked if there were Finisher Medals. I stood there, feeling like I was just caught between two dimensions; on one side you had this guy who seemingly went out for this quick little fun run, not needing to take it very serious, and easily beating everyone in his age group. On the other side you have me, and probably dozens of others that were out there running that day, who may not have beat this guy (who, for all intent and purpose, is a naturally gifted runner) but ran our butts off just the same, and beat our own personal best time. But we didn’t “earn” a medal. There’s a great book written by John Ratey called Spark: the Revolutionary New Science of Exercise and the Brain, (2008). In it John talks about the first time he started using heart monitors, as a gym teacher, on his students. For years and years, he says, he would yell at his students that came in last from running laps and praise the students they came in first. Then he started using a heart monitor and everything changed because what he found was the kids that were coming in last were working harder than the kids that were

TALKING DIRTY

coming in first. Startled, he wondered just how many kids he had turned off to the whole idea of exercise because he did not know that, even though many of his students were not finishing first, that did not mean that they were not working their butts off on the track. I thought about John Ratey and his heart rate monitors while I was standing there caught between these two worlds, knowing that I earned a medal that day and also knowing there was no way I was going to get one. There has been this huge debate that has been going on for probably 10 or 15 years now, regarding participation medals, awards and the increasingly popular, mini graduations. I’ll admit it, I agreed with the masses that said giving everyone a participation medal or an award just for being there, or having every grade from kindergarten through junior high have its own graduation, was foolish at best, and could be damaging at worst. “What are we teaching our kids,” I would have said. “If everyone gets an award, doesn’t that lessen the very idea of an award?” But then I got my first medal and subsequently denied my next one, not because I didn’t work hard, or do better than I had ever done, but because I didn’t “Win.” The truth is my heart hurt the day I was told that only the fastest guys and girls deserved a medal. Even if those fastest guys and girls didn’t run their fastest; they didn’t need to beat themselves, they just needed to beat me and I am easy to beat. As someone who writes and speaks about management development for a living, I am often asked what the difference between leadership and management is, and I’ll admit that I have always struggled with coming up with a good analogy and definition; until now. Now I see it as a matter of aim. Specifically, managers are really good at aiming at a person’s head, that is, they are very good at explain how we do things and a leader is really good at

aiming at a person’s heart, conversely explaining why we do things. My friend Renée is an administrator of 100 bed nursing home in Rhode Island. A couple months back the fire alarm went off on a Saturday afternoon and it sent everyone into a tizzy, like fire alarms often do. She was called and raced to the building as fast as she could get there. Thank God it was a false alarm. On Monday morning she said that everyone in the facility kept coming up to her, telling her how great and helpful her dietary Department was during the fire alarm on Saturday. It seemed like everyone in the dietary department assumed a leadership role when that fire alarm went off and really made a huge impact. Had this been an actual fire, the dietary department would have clearly been responsible for saving lives. I work with hundreds of managers, in all kinds of industries, and trust me when I tell you that nine out of 10 managers would hear this story and maybe (maybe), pat their food service manager on the back for a job well done, but mostly they would think that the dietary department was simply doing “their job.” Not Renée. Renée sat down at her desk and hand wrote a thank you card to every member of the dietary department, regardless of their position. She wrote a letter to the dishwasher, to the dietary aides, to the weekend cook, to the weekend supervisor, to the diet tech, and anyone else that made a huge impact during Saturday’s fire alarm. She told them how proud she was to have them on her team and how thankful she was. Then she did the coolest thing ever; she didn’t just go around handing out cards, she had each of the cards sent to their houses. Talk about getting a well-deserved participation medal. By mile 22, I was honestly thinking that I wasn’t going to be able to finish my first marathon. My run, which was strong for the first 18 and a half miles, slowly turned into a jog, which slowly turned into a walk and then slower

and slower and slower until this guy came up beside me and seeing that I was struggling, slowed down to stay with me. He told me that he was 67 years old and that this was his 7th or 8th full marathon and if he had known there were so many hills in this one, he wouldn’t have done it. I told him it was my first marathon and about how I “found myself” just about a year prior and all the progress that I had made and my ultimate fear that I wasn’t going to be able to finish the race; oh and by the way, it’s my birthday. “Well you are just about to get the greatest birthday gift you’ll ever get,” he said patting me on my arm. I tried to smile and look him in the eye but I was having trouble breathing and walking up a hill. “Because once you finish this race and they put that medal around your neck…” He shook his head from side to side remembering his first marathon. “No one will ever be able to take that away from you,” he said. I smiled in spite of myself and told him (between breaths) about the 10 mile race I had just competed in two weeks prior, and how they didn’t believe in giving away medals unless you came if first place. He shook his head at that and said simply, “A lot of people just don’t understand the power of a pat on the back, a job well done and a Finisher’s Medal. You deserved a medal at that race and you will earn one here today.” He began to pick up his pace. “Good luck,” he said giving me a quick wave. It took me 5 hours 14 minutes and 06 seconds to complete all 26.2 miles and when they put that medal around my neck I knew that guy was right; a lot of people just do not, and probably never will, understand the power and influence that recognition, taking the time to write thank you cards, giving away awards and dressing up your six year olds for their first graduation has on people. In the end, a pat on the back is only a few vertebrae up from a kick in the pants, but the outcome is always better. 

An example of a maintainable high-gloss finish coating on terrazzo.

Selecting coatings

FOR STONE AND TILE SURFACES BY GARRY PHILLIPS – MANAGING DIRECTOR OF SLIQUE, AUSTRALASIA’S STONE-AND TILE-CARE EXPERTS, AND INDEPENDENT CONSULTANT THE TILE EXPERT

In the tile industry, the terms ‘coating’ and ‘sealer’ are often used interchangeably, but they refer to quite different products. A ‘sealer’ refers to a penetrating sealer that sits below the surface of the stone or tile, giving an invisible finish; while a ‘coating’ sits on top of the surface to provide a sacrificial barrier and often to provide some level of gloss or shine. WHEN SHOULD A COATING BE USED RATHER THAN A SEALER? 1. Where protection is critical

he main benefit of coatings versus sealers is the higher level of protection. By adding a sacrificial layer of coating, it completely isolates and protects the underlying surface. No stains, spills or light scratches are physically able to reach the surface below the coating. For this reason, coatings are often applied to more expensive stone types that can easily be damaged in the environment they’re installed in (such

as soft, acid-sensitive marble floors in a high-traffic lobby area). 2. Where gloss is important An increased level of gloss is also a great reason to apply a coating rather than a sealer. Coatings are available in anything from a satin finish to a high gloss shine. However the full spectrum of finishes will not be available for all surfaces, as the nature of the surface will dictate the aesthetic options available. For example, an existing matt surface will hold less of a shine than an existing polished finish surface.

Virtually all coatings are currently designed to increase the level of gloss, but there is an increasing demand for matt (low-gloss) protective coatings. Very few are currently available, but the benefit of a matt coating is to keep the natural look of the stone and provide a high level of protection at the same time. 3. Where maintenance is available Coatings are more commonly used in commercial environments than domestic, and that’s quite simply due to maintenance requirements. Commercial environments have trained cleaning staff on site every day or night that are

Commercial environments often have high-traffic ‘lanes’ that show wear more quickly than the rest of the surface. A maintainable coating can be maintained and reapplied in traffic areas without the need to restore the whole surface. 4. Where slip is an issue If chosen correctly, coatings can improve the slip co-efficient on slippery floors and improve safety.

CHOOSING A COATING SYSTEM

An example of a poorly-applied coating that is now plastic-looking and peeling.

able to correctly maintain the applied coatings. Skilled maintenance by trained staff using the right machinery will remove build up and restore minor

damage in order to maintain the coating (and therefore the surface) in a pristine condition at all times.

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There are different coating systems for natural stone, ceramic and porcelain tiles, terracotta, and engineered stone. Different types of surfaces will allow adherence of coatings in different ways, so the selection of the coating has to be matched to the type of surface. Failure to do so may result in a poor-looking finish, and lead to the coating peeling.

Each coating product should clearly define the surface it can be used on – if it doesn’t say, always test first. There are two types of coating system: maintainable and resilient. MAINTAINABLE COATINGS are the most common, as a maintainable sacrificial coating system can be machine buffed or polished, it can be lightly scrubbed to remove surface residues, it can be re-coated as part of regular maintenance, and most surface marks such as scuffs can be removed through the daily maintenance process. RESILIENT COATINGS such as epoxies and urethanes are harder to maintain, but they also provide a much more resilient surface. These are used in very hard-use areas, or areas that can’t be accessed very often. Maintenance is required less frequently but it requires a much higher skill level and more specialised machinery, as the process involves

cutting back the surface and reapplying the coating.

with the coating system to ensure a good adhesion to the surface and that the coating doesn’t peel.

APPLYING A COATING SYSTEM Prior to applying a coating, check the quality of the tile laying. Any circumstance where the floor is uneven and the tiles are lipping can impact on the overall finish, and also the ability of the cleaners to maintain it. Coatings may not be feasible to apply to an uneven floor, and in these cases a sealer becomes the only real option. Assuming the floor is smooth and well-laid, the next point is checking the porosity of the surface. A porous stone (such as bluestone) may need some protective penetrating sealers applied prior to the coating system. This helps the coating sit on the top of the surface instead of soaking in. Any sealer-coating combination should be chosen as an integral unit – the penetrating sealer should be matched

It’s a good idea to always test your selected coating system on a small area first, as the time and cost involved in stripping it back should it be wrong is prohibitive. And finally, confirm how many coats will be required. More coats will give a higher level of gloss, but it also gives a more ‘plastic’ artificial look. The thinner the coating, the less plastic the look. If a very high-gloss finish is required, the underlying stone should be brought to a high natural finish before coatings are applied. In this way less coats will be required, and the coating system becomes translucent, bringing through the stone’s natural shine and giving a more natural-looking finish.  www.slique.com.au www.thetileexpert.com

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www.weatherdon.com.au Unit 8, 12 Frederick Street, St Leonards NSW 2065 phone: +61 2 9906 2202 | fax: +61 2 9906 3466 e-mail: sales@weatherdon.com.au

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NEW WET WIPE DISPENSER Solid and clever, the modular dispenser has been designed to dispense one wet wipe at a time while keeping the remaining stock as fresh as new. Wall mounted, this static cleaning station also keeps the workplace tidy and locks away the stock of wet wipes.

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Providing hygiene service solutions since 1934

Hand Hygiene BY ELIZABETH ORR, VICTORIAN HAND HYGIENE

COORDINATOR, VICNISS

The term ‘hand hygiene’ simply means to wash our hands using soap and water or use a product to decontaminate our hands such as antimicrobial solutions, often referred to as hand rubs. Hand hygiene is important to all of us as it helps keep us healthy and prevents transmitting potential harmful germs from our hands to people and the environment we touch.

and hygiene is especially required after touching body fluids such as blood or urine. Washing our hands with soap and water ensuring all surfaces of our hands are covered is very important. Water alone will not remove the germs from your hands, and therefore soap is required to assist the removal of germs. This will reduce the amount of germs on your hands. Other times hand hygiene is required is before eating meals, after using the bathroom, after blowing your nose, sneezing or coughing, before preparing food, after handling dirty items such as handling rubbish and any other times our hands become dirty. It is important to recognise the times required to wash or decontaminate your hands, and there is two ways to do this.

This is an indication of the times you may be required to clean your hands: • When you enter the hotel room • After removing the used linen • If your hands become visibly dirty (required to wash your hands using soap and water) • After cleaning the bathroom • After removing the rubbish • Before you leave the room

How to Handrub? RUB HANDS FOR HAND HYGIENE! WASH HANDS WHEN VISIBLY SOILED Duration of the entire procedure: 20-30 seconds

1. Use soap and water. This may be in the form of non-antimicrobial soap such as a liquid soap or an antibacterial soap that contains an antiseptic. 2. Use a waterless liquid, foam or gel antibacterial solution on your hands (hands rubs). In your role as an Executive Housekeeper or Cleaner, washing hands is an important way to ensure the work you are doing is not being lessened by dirty hands. If your hands are visibly soiled, then you are required to wash them using soap and water. If your hands are not visibly soiled, then using a hand rub is preferred as it will remove more germs than soap and water and products are usually less drying on the skin than using soap and water. You should apply moisturiser regularly to keep your hands healthy and prevent them from drying. The World Health Organisation has developed these posters which demonstrate correct technique with either using soap and water or a hand rub.

Apply a palmful of the product in a cupped hand, covering all surfaces;

Right palm over left dorsum with interlaced fingers and vice versa;

Palm to palm with fingers interlaced;

Rotational rubbing of left thumb clasped in right palm and vice versa;

Rub hands palm to palm;

Backs of fingers to opposing palms with fingers interlocked;

Rotational rubbing, backwards and forwards with clasped fingers of right hand in left palm and vice versa;

Once dry, your hands are safe.

All reasonable precautions have been taken by the World Health Organization to verify the information contained in this document. However, the published material is being distributed without warranty of any kind, either expressed or implied. The responsibility for the interpretation and use of the material lies with the reader. In no event shall the World Health Organization be liable for damages arising from its use. WHO acknowledges the Hôpitaux Universitaires de Genève (HUG), in particular the members of the Infection Control Programme, for their active participation in developing this material.

May 2009

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How to Handwash? WASH HANDS WHEN VISIBLY SOILED! OTHERWISE, USE HANDRUB Duration of the entire procedure: 40-60 seconds

Wet hands with water;

Apply enough soap to cover all hand surfaces;

Right palm over left dorsum with interlaced fingers and vice versa;

Palm to palm with fingers interlaced;

Rotational rubbing of left thumb clasped in right palm and vice versa;

Dry hands thoroughly with a single use towel;

Rub hands palm to palm;

Backs of fingers to opposing palms with fingers interlocked;

Rotational rubbing, backwards and forwards with clasped fingers of right hand in left palm and vice versa;

Rinse hands with water;

Use towel to turn off faucet;

Your hands are now safe.

Gloves are worn as a barrier to protect the user from their hands becoming contaminated with body fluids or other dirty tasks. They can be overused and be a hindrance to correct hand hygiene. Ideally, once the exposure to body fluids or perceived dirty task has finished, gloves should be removed and hand hygiene performed. In view of hotel room cleaning, gloves may be chosen to be worn during removal of used linen, to clean the bathroom and other perceived tasks where body fluids may be encountered. The gloves should be changed once the task they are being worn for has finished and hand hygiene performed. The same pair of gloves cannot be worn from the time of entering the room until the room is finished being cleaned. The gloves may become contaminated and therefore are potential to spread germs from one environment to the next simply by touching surfaces with used gloves.  For more information on hand hygiene, visit the Hand Hygiene Australia website at http://www.hha.org.au/home.aspx Elizabeth is the Victorian hand Hygiene Coordinator and works for VICNISS which is the Victorian Healthcare Associated Infection Surveillance System and is responsible for monitoring surgical site infections in Victorian hospitals. The VICNISS Coordinating Centre collects and analyses data from individual hospitals, and reports quarterly to participants and the Department of Health & Human Services on aggregate, risk adjusted, procedure-specific infection rates.

May 2009

WELCOME TO THE

MAYFAIR HOTEL

ADELAIDE

The Mayfair Hotel, Adelaide’s newest 5 star boutique hotel is located in the heart of the city, nearby Rundle Mall and Adelaide’s riverbank and entertainment precincts. The Hotel is nestled within the refurbished 1930’s Colonial Mutual Limited heritage building, which is complemented by a modern jewel like addition designed to deliver a delightful fusion of past and present. The project costing upwards of $55 million was developed by the Adabco Group, the development delivers exquisite modern interior furnishings, many sourced by local South Australian suppliers. Mayfair Hotel’s 170 elegant and well-appointed rooms and suites are complemented by stylish spaces including light filled meeting and function rooms, business centre, gym, exquisite Mayflower Restaurant & Bar, Café 55 and the breathtaking level 13 rooftop bar, HENNESSY. The Mayfair Hotel delivers exemplary customer service including executive hosts who deliver that extra level of service to guests.

June Bennett

PROFILE

at Adelaide Shores Complex. She enjoyed her time there immensely as it broadened her knowledge base and gave her an excellent understanding of leadership. Additionally, she has years of experience in commercial cleaning which has helped her gain an understanding of using contractors. At the Mayfair, June chooses to maintain the ‘family atmosphere’ by having the consistency of using the hotel’s own employees for cleaning services.

une Bennett is the dedicated and proficient Executive Housekeeper of the flourishing Mayfair Hotel in Adelaide’s CBD. Born in 1958, June began her career in hospitality 27 years ago, working as the housekeeping supervisor at the Sebel Playford Hotel. From there she relocated to Ireland with her family and worked as the Executive Housekeeper at Adare Manor in County Limerick, from 2000 to 2002. June then moved over to an exciting new position at the Radisson SAS in County Clare where she took a lead role during the pre-opening phase. Her role there included leading a team of staff to ensure the 154 guestrooms had the highest level of service delivery, and training new employees to ensure their awareness of customer-service processes and company policies were met. Since then June has accepted numerous other roles at different companies. She won Leader of the Year in 2006 while at the Adelaide Hilton, and her diverse experience in varying departments of work eventually lead to her current position at the Mayfair Hotel. She has been the Executive Housekeeper there since July last year, and is responsible for 53 staff members, in addition to 15 others at their sister property on Wakefield Street, Adabco Boutique Hotel. June gained much of her expertise by completing a Diploma of Business Management. This was while in the role of Housekeeping Manager between 2009 and 2014

While much of June’s success is attributed to her qualifications and experience, it appears to be her strong work ethic and desire to see consistently high results that is the underlying factor behind her successful career. She demonstrates and expects personal high standards, has a continued appetite to learn, and is patient with a natural ability to maintain a pleasant work environment. She does not make any of her staff do anything she wouldn’t do. Her willing attitude combined with her strong leadership results in her team of colleagues working cohesively and becoming like family to one another. June loves the strong sense of community and also cultural diversity amongst staff at the Mayfair. The Mayfair Hotel is 5 star and aims to support local businesses and used many of them for the furnishings while establishing itself. The rooms are all luxurious, and the environment for guests is a ‘calming’ one where even minor details are promptly attended to. These are just some of the factors which have lead to the hotel currently being the top option on Trip Advisor, as it has been for the last 28 weeks. This achievement reflects the excellent service provided by June and the other staff to ensure that all guests feel at home and have a very enjoyable stay. June desires to start and finish her successful career at the luxurious Mayfair Hotel, and finds great satisfaction in being the Executive Housekeeper. 

MicroCloud is acknowledging the fine outstanding achievements of June Bennett, Executive Housekeeper of the Mayfair Hotel, Adelaide. On behalf of the MicroCloud team she is being presented with a luxury mattress topper and two pillows.

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Thomas McIntyre

PROFILE

alking into a hotel for the first time can be a very exciting experience as one anticipates what awaits beyond the doors. The first encounter clients have with the hotel must therefore be a positive, helpful and encouraging one, which is exactly what 30 year old Thomas McIntyre, the Front Office Operations Manager at the Sofitel Hotel in Queensland, aims to offer people. This 5 star hotel is situated on Queensland’s picturesque Gold Coast, and has been Tom’s work environment for the past 8 months. Tom began his working life in 2004 as an employee at the Paradise Resort, doing work as a casual food and beverage bar attendant. During this period he studied full time at university and completed a Bachelor of Hotel Management, in conjunction with a Diploma of Event Management. While still completing his tertiary education, Tom’s general manager encouraged him to move from the catering department to the front desk – a challenge he willingly accepted. After graduating in 2007, he gradually worked his way up in the business until he became a full time employee, a team leader, and then eventually duty manager. He worked in this position for about a year, then left the Paradise Resort in order to develop his abilities, having been there for 5 years. After this he worked as duty manager and later assistant front office manager at the Sheraton Mirage Resort Spa on the Gold Coast, before becoming the front office manager at the Sofitel in Brisbane in 2013. This time ended with the birth of a new baby and a desire to live closer to home, resulting in his transfer to the Sofitel on the Gold Coast in February this year. In this current position, Tom has 25 people reporting to him and is heavily involved with the management and training of staff. He is dedicated to and passionate about his job. ‘I love developing and working with a team to try and coach and mentor them. I had a lot of people mentor me, and I feel like I should do the same for them,’ he says. There are many aspects of working at the Sofitel that Tom finds rewarding, but one of the most enjoyable aspects of his job is meeting the diverse range of people who come to stay at this hotel. ‘You get to meet regulars who come in,’ he says. ‘I’ve got some guests that come in every week and will only talk to me to make a booking, but there’s also guests who will come twice a year and save up all their money just so they can stay with us for four days.’ No matter who the client is, Tom aims to make their stay as enjoyable as possible right from the beginning and give people the 5 star luxury experience they are hoping for. The hotel does not disappoint in helping him achieve this, with it’s incredible location at the heart of Broadbeach right next to the ocean, several theme parks, lovely restaurants, and a casino. The Sofitel has 296 beautiful rooms available, and also has features such as a gymnasium, restaurants, a bar, and two outdoor pools. In the future Tom hopes to continue working at Sofitel, or else work in similar positions at luxury hotels where he can train people and mentor them. 

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ADVERTORIAL

EMPIRE HOSPITALITY QUESTIONS

WHAT ARE THE MAIN BENEFITS OF OUTSOURCING? COST SAVING

he client is able to save money on their housekeeping cost per occupied room & the associated costs that are associated with operation of the housekeeping department. If all of the factors & cost are taken into consideration then there is always a cost benefit to outsource the housekeeping service in comparison to employing staff & running the department inhouse. These cost savings are highlighted in the key points below.

LOWER OVERHEADS The client is able to lower their overheads by eliminating payroll expenses such as wages, payroll tax, superannuation, workers compensation, recruitment, training, sick leave, annual leave, maternity leave & long service leave. Insurance premiums that are based on an percentage of overall payroll costs will reduce as your payroll costs reduce. The ongoing costs of staff uniforms, chemicals and equipment repair and/or replacement is also eliminated.

LESS EXPOSURE TO RISK All housekeeping department team members workers compensation issues, management or claims are the responsibility of the service provider. The client has a considerable reduction in exposure to payroll or human resources issues and there are no staffing liabilities on their balance sheet.

GREATER FLEXIBILITY The client has a flexible work force at their fingertips to cater for the busy periods and quiet periods without having to worry about the fluctuating occupancies. This allows the client to only “pay for what you use” so to speak. They will simply have to pay for the standard fixed cost per occupied room, no more, no less.

INCREASED EFFICIENCY We fully manage the operation of the department which gives the hotel the ability & time to focus on their core business of generating more revenue in their Rooms Division, Food & Beverage and Sales & Marketing departments. All the guess work is taken out of the budgeting process as the cost is all fixed

and only subject to the hotels varying occupancy.

• Maintenance Reporting Procedure

SPECIALISTS

• Stripping & Airing a Room Procedure

The client is engaging trained, professional & experienced industry personnel specific to this field. All team members are specially trained and employed “site specific” for the client. The training and work carried out is specific to the client and their brand standards.

TIME SAVING The running of a housekeeping department is a very labour intensive & time consuming task. By outsourcing, this gives the client the time and freedom to concentrate on their core business without the day to day distraction of these operational issues. The time spent on sourcing & recruiting staff, interviews, payroll, linen control, stock control and lost property are just some examples of the potential time savings to be had & gained from eliminating these task for the hotel.

QUALITY OF SERVICE GUARANTEED Empire Hospitality prides itself on building and maintaining strong relationships with its clients ensuring quality of service and high standards. We make it our business to thoroughly understand your needs, expectations and brand standards. This will all be driven by the hard working, experienced, dedicated and knowledgeable team. What sort of training is required to be a housekeeper? The following must be covered in training to be a housekeeper:-

• Door Knocking Procedure • Handling of Soiled & Reject Linen Procedure • Bed Making Procedure • Splitting a King Bed Procedure • Bathroom & Toilet Cleaning Procedure • Kitchen/Kitchenette Cleaning Procedure • Bedroom & Living Area Cleaning Procedure • Vacuuming and Care & Maintenance of Vacuum Cleaner Procedure • Floor Cleaning Procedure • Servicing a Room Procedure • Cleaners Trolley Stocking, Presentation & Care Procedure • Chemical Handling & Use Training • Fire Evacuation Training • OH&S Procedures Training Where do you conduct training? Is it conducted on-site? All training is conducted on site. What other staffing services can you provide? Can you provide temporary services for peak demands or for absent staff? Empire Hospitality specialises in providing all levels of highly trained housekeeping staff to Hotels, Resorts, Serviced Apartments & Motels. We are able to provide staff in the following areas:• Room Attendants • House-Persons • Supervisors • Assistant Executive Housekeepers

• Site Inspection & Induction of Property

• Public Area Cleaners

• Introduction to Manager & Staff

• Turn Down Attendants

• Housekeeping Storage Facilities

• Executive Housekeepers

• Explain the contents of the Employee Pack and Company Policies & Procedures

• Laundry Attendants

• Procedure for Signing Master Keys • Timesheet & Employee Paperwork Procedure • Lost Property Procedure • Replacements Procedure

• Uniform Attendants • Housekeeping Co-ordinators • Mini Bar Attendants We provide staff on a daily casual basis, weekly rostered basis as well as providing for the outsourcing of the entire housekeeping department. 

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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Is it important

TO HAVE TRAINING IN THE HOUSEKEEPING INDUSTRY? BY MARILYN WHEELER

The answer to the question is a resounding YES. Let me explain why…………..

or the past thirty three years I have been associated with the cleaning industry; twenty eight and a half years of those owning and operating a commercial cleaning business in Brisbane and four and a half years as a trainer/assessor in Cleaning Operations for Strategix Training Group. When I tell people that I am a Cleaning trainer, those outside of the industry, usually laugh and ask, “What could you possibly teach about cleaning? Doesn’t everybody know how to clean?” My reply takes them by surprise. There is a huge difference between keeping your own house clean and presenting a sparkling clean premises in the Hospitality industry. What are we teaching new housekeepers that we never even thought about twenty or even ten years ago? For a start, we talk about customer service and the value of working in teams. Housekeeping is all about service, we need our housekeepers of today to be able to connect with our clients as well as work well with our team to produce the best results. Today’s cleaners are also expected to know Workplace Health and Safety (WHS) issues and being able to manage risk by being able to assess risk and report it back to management. They need to be able to fill out Injury Reporting Forms and use technology for ordering consumables, submitting

timesheets and even taking photos on iPads to report any problems. Even though most hospitality sites have chemical dispensers it is important that our cleaners are taught about ratios, and the importance of Safety Data Sheets and wearing Personal Protective Equipment (PPE) when mixing chemicals. Job rotation and training to explain the health hazards of improper lifting are also essential. Over the past 20 years, vacuum cleaners have transformed. We now have machines which are light-weight, are more compact and easier to use. These machines also have lower noise emissions and our housekeepers need to look after these machines to keep them in good running order. By far the greatest innovation in our industry has been the introduction of micro-fibre cleaning. Most companies these days are at least using microfibre cloths with the idea of introducing mopping systems over time. Using a micro-fibre mopping system can reduce the amount of chemical and water used and reduces slips, trips and falls significantly. If we want our industry to be seen as professional we must include micro-fibre cleaning. Sustainability and waste management have also become particularly important. We know that in the hospitality industry, significant water saving measures have been put into place. Housekeepers need to

know how to reduce our waste by participating in waste management programs and also what is required to reduce the use of energy, water and chemicals with VOCs (Volatile Organic Compounds). Knowing about Cross Contamination is another part of our industry which, it is clear will grow in importance over the coming years as our clients of today are better educated and expect cross contamination measures will be put in place. Without knowledgeable, skilled housekeepers representing our industry, we will never be looked upon as professionals. But if we ensure our people have all the necessary tools they need to provide a qualified, expert service to the highest standard, then – and only then – will things change. 

People, Profit, Planet:

THE BENEFITS OF SUSTAINABLE HOSPITALITY BY RYAN COLLINS, RECYCLING PROGRAMS MANAGER, PLANET ARK

Waste might not be the most glamorous part of running a business, but when you consider that recycling, reducing waste and making small changes can benefit your business financially, enhance your profile in the community and help the environment, it really is a no-brainer.

or example, have you ever considered the true cost of your hotel’s waste? Throwing out usable food or toiletries like soap bars or little bottles of shampoo that have been used once by a guest are the same as putting money in the bin. Not only is the business paying for the supply of the food, delivery of toiletries and their subsequent disposal if unused, it is also missing out on revenue and savings opportunities. It’s a triple whammy to the business! For the environment, it means the resources that go into harvesting, transporting, processing and distributing the items have all gone to waste. If you’re looking for proof that introducing green initiatives is good for business, then there are plenty of examples of businesses across Australia that are reaping the many benefits. A notable recycling star is the Alto Hotel on Bourke in Melbourne. Alto Hotel has set a high industry standard with its attention and commitment to sustainable initiatives. The Alto Hotel has broken through the barriers to workplace recycling and introduced successful strategies such as staff training and support from management thanks to the General Manager, Gary Stickland. The initiatives were developed

following the establishment of the ‘Alto Green Team’, which is a group of Alto staff interested in and committed to sustainability and achieving positive environmental outcomes for the hotel and its guests.

Some of Alto Hotel’s ‘green initiatives’ have included making 100 per cent of the electricity used wind generated, applying water restrictors to all showers and taps, establishing on-site vegetable scrap composting

and eliminating all plastic toiletry bottles and replacing them with refillable, pump action dispensers. Another initiative also includes guest involvement. Guests are given options to not have their towels and linen changed daily and encouraged to separate their waste into recyclable and general waste in their rooms (using a provided dual-chamber bin). By making these changes, the hotel has reduced its energy and water consumption and waste to landfill and halved its carbon dioxide output. The hotel’s commitment to sustainability has also seen its occupancy rate increase to 94 per cent and enhanced staff morale, in turn reducing staff turnover. Where to start might seem overwhelming, but there is help available for hotels wanting to make positive changes and step into sustainable hospitality. Planet Ark’s

BusinessRecycling.com.au website provides a step-by-step toolkit for getting started, including the Choose the Right Recycler Checklist and free signage. BusinessRecycling.com.au can also help hoteliers with many issues they might face, including those struggling to find where and how they can recycle the hard items –like mattresses! By using the search function on the website, BusinessRecycling provides a breakdown of locations of mattress recycling facilities in Australia. For example, in Sydney there are 10 drop-off locations alone for mattress recycling. Government resources are also available, such as the NSW Environment Protection Authority’s Bin Trim tool, which helps you measure the waste generated by your hotel

and gives you tailored information to reduce, reuse and recycle materials. There’s never been a better time to get started on reuse and recycling than Planet Ark’s National Recycling Week, taking place between 9th and 15th of November 2015. Don’t forget to check out how your hotel can get involved by visiting recyclingweek.planetark.org. 

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If I had known better I WOULD HAVE DONE BETTER

BY MARC FERGUSON

At one time when articles were written in trade publications serving the professional cleaning industry, the term “mopping floors” typically referred to cleaning the floor, removing soils, and helping to make the floor look its best. But in recent years, some writers in the professional cleaning industry now refer to mopping as “brush painting” the floor with germs; “soil spreading;” “the cleaning culprit;” and even the “Uber service for floor soils.”

o what’s this all about? How can we go from cleaning floors with mops to saying mops “paint brush” floors with germs? What’s happened, and as we will discuss in greater detail below, is that we have learned a lot more in recent years about what mops and mopping can do to floors. And if you are a hotel housekeeper who has been mopping floors for years, ever since you entered the profession, don’t be upset with yourself after you read what we discuss below. Instead, just tell yourself, “If I had known better, I would have done better.” Very simply, if hotel housekeepers and administrators had known about all the health risks and problems that mopping floors can and do create, you would have stopped mopping and looked for alternative floor cleaning methods years ago. However, it’s never too late and just to help you, we will offer some alternatives that are not

only more effective at removing floor soils than traditional methods, but clean floors faster. And because some of these alternatives eliminate much of the physical stress associated with floor care, they are much easier on your health and well-being use as well.

GETTING KNOWLEDGE UNDER YOUR BELT A study published in 2004 seems to get to the heart of the matter. While it dealt with soiled cleaning cloths, the same can and does hold true for soiled mops. The study, “Household Cleaning and Surface Disinfection: New Insights and Strategies,” published in the Journal of Hospital Infection, found that in situations where the cleaning procedure fails to thoroughly eliminate contamination from one surface and then the same cloth is used to wipe another surface, “the contamination is transferred to that [new] surface.”1 And this is not “new material.” One of the first studies on how cleaning tools can spread contaminants from one surface to another dates back to 1971.2 Conducted in a hospital, this study investigated microbial contamination of cleaning cloths and their potential to spread contamination. Once again, the researchers reported that wiping surfaces with contaminated cloths can contaminate hands, equipment, and other surfaces.

As to the spread of contaminants using mops specifically, part of this 1971 study reads: Following the demonstration of massive spread of bacterial contamination throughout the hospital by the wet-mopping techniques in use, quantitative studies were undertaken to determine the source of contamination and to institute measures of control. It was found that mops, stored wet, supported bacterial growth to very high levels and could not be adequately decontaminated by chemical disinfection. Laundering and adequate drying provided effective decontamination, but build-up of bacterial counts occurred if mops were not changed daily or if disinfectant was omitted from the wash-water. Very simply, what these studies point out is that in the mopping process, as the mop becomes contaminated with soils – which happens as soon as it touches the floor – it collects these soils in the mop fibres, which are then deposited in the mop water when the mop is rinsed. Then the contamination process takes on a life of its own: • As the mop becomes more soiled, the mop water becomes more soiled.

• As the mop water becomes more soiled, more soils are collected on the mop. Then two things happen: First, the mop becomes saturated with soils that begin to multiply, which are then spread on the floor, from one floor surface to another, as these studies indicate; but second and not noticed in the studies just referenced, as the cleaning solution becomes saturated with germs, bacteria, and other contaminants, it begins to lose its efficacy (effectiveness). Essentially, it’s a no-win situation for the floors, your hotel, and especially for your hotel guests.

STEPS YOU CAN TAKE So now that we are aware of this serious “mopping problem,” what alternatives do we have for cleaning floors that are healthier and safer? One alternative is provided by the U.S. Centers for Disease Control and Prevention (CDC),3 which suggests that contaminated, reusable cleaning cloths (and it is assumed mops) can often be effectively cleaned washing with detergents in hot water and drying for two hours at 176 degrees (F). This is about 40 degrees hotter than the drying temperature of most commercial and residential dryers. The CDC also mentions that some cleaning cloths may not hold up under this high heat setting. Another option the CDC offers is to decontaminate cloths and mops during cleaning. Hotel administrators know that housekeepers are unlikely to decontaminate cleaning cloths and mops while cleaning. They are too busy cleaning the many guest rooms they are required to clean each shift, which essentially eliminates extra time for decontaminating during cleaning. Further, in many cases an industrialtype dryer would be necessary to dry these cleaning tools at a sufficiently high temperature, making both of these recommendations impractical. What likely are the best options for hotel housekeepers using mops is to

transfer to systems and equipment that do not spread contaminants from one surface to another. These include: • No-touch or what ISSA, the worldwide cleaning association, calls spray-and-vac cleaning systems • Trolley buckets with dispense-andvac systems that dispense cleaning solution directly to the floor; they do not use mops but a brush can be used on the floors to loosen contaminants, which are then vacuumed up • What are called “autovac” cleaning systems, a streamlined version of an automatic scrubber that can be used in medium to smaller floor areas; as the machine is walked over a floor, solution is applied to the floor, agitated to loosen soils, and then vacuumed up by the machine… all in one process. The benefit of all these systems is that no mops are used in the cleaning process at all. This also means no mops are placed into the cleaning solution, keeping it fresh and effective throughout the cleaning process. While the no-touch cleaning system was available in 2004, none of the

other floor cleaning alternatives were available in the 1970s when the first cited study was released. Even if that era’s cleaning workers had known better, they had few if any options to change their cleaning routines. Today we do know better, and we have no excuses for not keeping our hotel floors clean, which in today’s professional cleaning jargon, also means healthy.  Marc Ferguson is the international business development manager for Kaivac, manufacturers of floor, carpet, and restroom cleaning systems for all types of facilities including hotels. He can be reached through his company website at www.kaivac.com.

REFERENCES 1. Exner, M., Vacata, V., Hornei, B., Dietlein, E., Gebel, J. “Household Cleaning and Surface Disinfection: New Insights and Strategies,” Journal of Hospital Infection, 56, Supp. 2 (2004): 70-75. 2. Westwood, J. C., Mitchell, M. A., Legacé, S. “Hospital Sanitation: The Massive Bacterial Contamination of the Wet Mop,” Applied Microbiology, 21, no. 4 (1971): 693-7. 3. Rutala, W. A., Weber, D. J., and the Healthcare Infection Control Practices Advisory Committee (HICPAC). Guideline for Disinfection and Sterilization in Healthcare Facilities, 2008, CDC.

Water Ingress

& FLOODING IN HOTELS BY JEREMY STAMKOS

Many buildings experience a number water ingress events over their life but hotels, by the very nature of their use, tend to get more than most.

ommon water ingress events include bathroom overflow, air-conditioning condensate drain blockages, general leaks from plumbing and storm water ingress. The likelihood or frequency of water ingress events or flooding can depend on the age of the hotel’s plumbing, building design (wet area fit out), geographical location and even the nationality of the guests that frequent the hotel. The amount of water ingress can be minor and cleaned up in a few minutes by hotel staff or an entire section of a building that require specialist drying or restoration contractors. Regardless of the water ingress event, failing to properly determine the cause of the water ingress and extent of water affected materials can lead to reoccurrences, extensive property damage and a range of other issues including microbial contamination, nuisance odours, etc. As important as determining the cause and extent of the water ingress, it is extremely important to know if the water is contaminated as this can greatly change the clean-up approach required. Water leaks from potable water supply generally don’t pose much of an immediate risk to health unless the water has come in contact with some kind of contamination. Although the water may have left the water supply as “clean” water, it is often best treated as though it is “grey” water. The simplest way to explain grey water is basically potable water that you

would no longer drink. Examples of grey water may include clean water from taps or toilet cisterns that has contacted the ground. Any water that may contain sewage, chemicals or any other type of hazardous contamination is referred to as black water. Grey water will most likely become black water if it is left for too long. Even though storm water may be considered grey water, depending on what path it has taken before it entered the building, it has often become black water. Once the cause of the water ingress has been identified and rectified, consideration should be given to whether hotel staff have the capabilities, appropriate equipment and experience to conduct the clean-up. Most hotels will have wet vacuums capable of extracting water from floors and carpets as well as high volume “air movers” that can be used to help dry wet floors, underlay and carpets. When a significant amount of water has entered the property and affected numerous building materials, consideration should be given to engaging specialist flood restoration contractors to conduct the works. This is especially the case where there is black water ingress, extensive water ingress or simply if a rapid turnaround time is required. With all water ingress events, the key to preventing or limiting property damage and microbial contamination is to dry the affected materials as quickly as possible. It is recommended

that when possible, to return affected materials back to normal moisture content within 48 hours to avoid significant microbial contamination. Whilst some carpet cleaning companies provide water extraction services, they may not have completed the required training and acquired the knowledge to fully determine the extent of the water ingress and how to effectively dry the structure. As such, it is highly recommended that flood restoration specialists are engaged that have undertaken specific industry training and certification. Many of these flood restoration companies have specialised drying equipment and know how to use it in order to quickly dry affected materials and structures. Examples of such equipment include Low Grain or Desiccant Dehumidifiers, centrifugal or axial fans and a range of specialised equipment. Although specialised drying equipment such as dehumidifiers can be hired, if hotel staff do not know how to use the equipment properly, it can be a pointless exercise and drying may not be achieved in a timely manner. Knowing what types of equipment will be required and how to configure that equipment to achieve the most affective drying is somewhat of a science and can prove highly valuable in mitigating losses. Regardless of who does the drying, all affected materials need to be dried to the level of having “normal” moisture

Injecti-Dry Mat System

content to prevent water damage and microbial contamination. As all building materials have a certain amount of moisture, drying to the point where there is no moisture content is not required and will most often cause significant damage to the building materials, content and surfaces. As this is the case, it is highly recommended to conduct moisture testing of the water affected materials and establish what the desired moisture content of those materials should be. This is commonly referred to as determining a â&#x20AC;&#x153;dry standardâ&#x20AC;? and can be done by measuring the moisture levels in unaffected materials in the same building. There are various moisture meters available on the market designed for measuring the moisture content of building materials including some that can only measure moisture close to the surface and others that have penetrating probes to measure moisture deep within the affected materials. One of the most often overlooked structural elements that requires increased levels of drying after a flood event is concrete slabs. Due to the porosity of concrete, it can hold a significant amount of water. If the flooding was minor, the moisture may readily spread or equalise throughout the slab and dry out without too much concern. If however the amount of water was significant, the need to properly dry the slab is crucial. It is rare that in these circumstances that running a number of high volume air movers will be adequate to dry the concrete back to an acceptable level and dehumidifiers along with heat will be required. Also, in circumstances where a concrete slab has been affected by significant water ingress, the drying of the slab should be verified by industry accepted procedures and standards. Reinstating flooring materials on wet slabs can lead to significant microbial damage to the new materials as well as create a significant health risk.

In fact, failure to properly dry all water affected materials can lead to significant microbial contamination. If mould has already started to grow on water-affected materials, care

needs be taken not to do anything that will spread the mould. Whilst minor mould can be cleaned up without too much fuss, any significant mould contamination should only be

Hidden mould on plasterboard

cleaned up by professional trained and certified mould remediation contractors. For cases where there has been significant sewage overflow, mould contamination or other hazardous contamination suspected, it is recommended that an Indoor Environmental Professional (IEP) be engaged to evaluate the success of the clean-up process.

NOTE: Following a flood or water ingress event, particular attention must be given to any fire rated plasterboard. Some of the largest mould related property losses and litigation cases have been directly related to mould contamination occurring in multi layered fire rated plasterboard in hotels after major flooding events. Fire rated walls often have multiple layers of plasterboard which can be difficult to identify without the use of moisture meters that have insulated pins that can penetrate the multiple layers and measure the moisture content as different depths.

Also, due to the density and thickness of fire rated walls, they can be difficult to dry without specialised drying equipment used in a way that will fully extract the excess moisture. In cases where fire rated plasterboard has been significantly impacted by water, it is highly recommended that specialist drying contractors (restorers) are engaged to conduct the drying. Ultimately, the key to successfully cleaning up after a flood or water ingress event is undertake the works promptly and professionally including but not limited to the following factors;

Mould growing under smooth edge (hold carpet down)

• Identify and rectify the original cause of water ingress • Fully determine the extent of water affected materials • Dry materials to acceptable levels • Verify that all materials have been dried adequately, in a timely manner and that no mould contamination has occurred. Addressing water ingress in a timely, professional manner can prevent significant property damage and remediation costs. 

ABOUT THE AUTHOR Jeremy Stamkos is Principal Indoor Environmental Consultant for Eronmor, a consultancy firm specialising in Indoor Air Quality with an emphasis on Moisture & Mould Investigation. Prior to becoming a consultant in 2014, Jeremy spent more than twenty years in specialised decontamination of commercial buildings and HVAC systems including many hotels around Australia. Jeremy is also the founder of the Victorian chapter of the Australian Institute of Hotel Engineering.

www.livitissue.com.au 57

Top reasons

TO SHIFT FROM A VISUAL CLEAN TO A DEEP CLEAN BY MURRAY MCDONALD, DIRECTOR OF DUPLEX CLEANING MACHINES

Cleaning is no longer about what you can or cannot see. In the last 10 years, there has been a great shift to ensure that cleaning is not just about the “presentation” of an accommodation facility. However, when it comes to the health and safety of guests, visitors and staff it is more about what you can’t see that matters to the outcome of a cleaning process.

high standard of cleaning for the accommodation industry takes into account hygiene, sanitation and a reduction in chemical use. All of these factors can’t be done with the simple mop, bucket, rag and detergents. It requires a deep clean of all surfaces, pores, crevices, grout and fibres.

WHAT IS A DEEP CLEAN? Firstly, it’s important to understand the definition of what a deep clean is. In my 25 years of providing accommodation cleaning solutions, I refer to a deep clean as being closely related to a microbial clean. A microbial clean refers to a clean that gets rid of all bacteria and fungi, and anything that can harbour the build up of these unwanted germs. Below are key reasons why the accommodation industry is shifting from a visual clean to a deep clean.

1. PROVIDES A HYGIENIC CLEAN A hygienic clean occurs when you are killing all bacteria and ensuring that the post clean environment isn’t a breeding ground for future bacteria build-up. When surfaces aren’t properly cleaned, it results in the creation of “biofilm”. Biofilm is when bacteria stick together and create film like layer. Many chemicals are unable to penetrate through biofilm. The use of chemical can also lead to accumulation of biofilm as it can produce a sticky surface for bacteria to stick to. A key way to penetrate through biofilm and kill bacteria is through using high temperature steam vapour at +160 degrees Celsius. Also, it’s important to ensure that any steam cleaning method used produces a minimum of 6 per cent moisture content. The low moisture content ensures

surfaces are dry rather than damp, which significantly reduces bacteria growth. Steam is commonly used as a cleaning method of choice in the healthcare and food and beverage industries because of its bacteria killing abilities.

2. A CHEMICAL-FREE SYSTEM A chemical-free system, such as using high temperature steam, allows for zero chemicals use, whilst achieving a high standard of hygiene. A chemical-free system normally

includes the use of steam equipment, microfibre and minimal water. Not only is going chemical-free better for your cleaning outcomes, but it also reduces the risk of allergic reactions to chemicals among guests, improves air quality and reduces staff OH&S issues. Another big factor to support going chemical-free is the positive reputation boost it can give to you accommodation facility. The accommodation industry is fast seeing the importance of supporting environmentally friendly practices as part of their corporate social responsibility.

3. LESS LABOUR INTENSIVE Good quality steam machines will actually do the work for you. They will mechanically agitate to scrub a floor surface, it will use steam vapour to eliminate bacteria and should come with a range of tools for walls, grout and hard to reach area cleaning.

In summary, a good quality steam system will replace manual scrubbing, constant bending, lifting and overall physical force. Remember; let the machine work for you, not you work for the machine.

4. HIGH TOUCH AREAS ARE CLEANED Cleaning high touch areas are critical to a deep clean process. Missing or overlooking these touch points will only hinder the efforts of your other surface cleans. High touch areas are surfaces that are regularly touched or receive regular contact. Examples of touch surfaces can include door knobs, light switches, bathroom taps, railings and telephones. These types of surfaces are the most likely to possess bacteria, grime, dirt and oils. ď Ž Murray McDonald is Director of Duplex Cleaning Machines and has over 25 years experience in improving accommodation cleaning standards through steam and chemical-free cleaning solutions. Visit www.duplexcleaning.com.au.

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Right the First Time:

CAREFUL WORK HABITS SUPPORT SAFETY AND THE BOTTOM LINE BY JANET C. MARLETTO

think that it would safe to say that those of us trained in the art of housekeeping observe people outside of our sphere of influence conducting themselves in unsafe ways: such as mopping department store floors without wet floor signs, vacuuming in public areas with cords lying across traffic patterns and using chemicals inappropriately. Some businesses have chosen to hire contractors to do jobs previously done in-house. Consequently, work habits have not been reinforced. It is not necessarily that the employees are lackadaisical but rather that they have not been trained. I believe that how the job is done is as important as the finished product. This article was inspired by a recent real life experience I endured at home: A fire sprinkler was accidentally discharged during the installation of a new hot water heater at my residence. Amazingly, due to quick thinking on the part of the plumber, the damage to my personal belongings was nil. It also helped to have some equipment within reach. It is the quality level of the work habits of the employees dispatched to carry out the mitigation process that is the subject of this article. Thus, the title: “Right the First Time.” A more apt, and more entertaining, title might be: “Why Twiddle Dee and Twiddle Dum deserve to be well trained.” As an experienced trainer and supporter of “doing it right the first time”, I was left speechless during the residential mitigation procedure after the accidental release of water from a fire sprinkler. It became evident that those assigned to the mitigation task had not been trained carefully. Realising that the company manager

might be able to use this as a training opportunity, I called the manager to discuss this with him. The response from the manager/owner screamed hubris. The manager said that everyone is treated the same way. This was my issue. If the habits observed are the norm, there is definitely a quality issue. The manager advised me to get another company. Resting on laurels does not play well in the current economy. As noted by my insurance claims agent, there was no monetary request, just a request for respect of the client’s possessions and for refresher training. What actions on the part of the employees provoked the phone call? There were at least five actions: failure to wipe feet before entering the affected area; walking on dry carpeted areas with soiled soles without placing protective covering on the unaffected area; placing hands on white walls; moving furniture with delicate and irreplaceable items on top without preparation…among others. Consequently, I monitored their actions to obviate further damage. It was clear to me that the employees had no concept of “doing it right the first time” or that failure to work carefully can result in more work. When asked why they had not placed protection on the unaffected carpet which was being soiled by their dirty soles, the employees responded that it did not matter because they would be cleaning it anyway. They assumed that they were controlling the situation. They seemed unaware that I would be deciding which company did the restoration following mitigation. They had not anticipated that I would be knowledgeable about the insurance

procedures. Evidently they were used to encountering clients who were so grateful for assistance that they did not quibble about how the work was being done. They had not run into a former Director of Housekeeping before! For years as a Director of Housekeeping and consultant I have trained employees to work carefully to avoid rework and damage. For example, at the Walt Disney World Swan, the Chief Engineer was pleased and amazed that bathroom fixtures did not have to be replaced due to use of strong chemicals. Considering the high occupancy rate at this property, this was noteworthy. This was a result of informed selection of cleaning products and thorough training. Another benefit was an excellent safety rating because products were being used correctly and safely. Yes, high quality products were selected so that room attendants could let the chemicals do their work to get good results with minimal physical exertion. The results proved that the decision to select quality was cost effective. This same team was poetry in motion when converting rooms into suites for royal guests. This was achieved through thoughtful preparation and corrected practice. As a result, time constraints did not cause safety issues. These same principles were applied to emergency situations. Planning and preparation played roles because equipment was maintained and kept at the ready as were appropriate supplies. In the case of the residential emergency referred to above, there

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was equipment readily available within steps of the origin of the fire sprinkler release. For example, there were several brooms and a wet vac. Also there were several thick area rugs and a supply of Floodsax, an alternative to sand bags. Thanks to the quick thinking and fast action on the part of the contractor, they utilised these resources immediately so that antiques and valuables were moved out of harm’s way, water was contained and carpet was wet vacuumed. The fact that items in the path of the water were slightly elevated resulted in was negligible damage. Bottom line: only a box of tissues was lost! The fine response on the part of the contractor prompted me to write them a letter of recommendation. All of this is testimony to having resources available in every setting: commercial or residential. Needless to say, the textbook response was ingrained in the respondents. In an emergency situation this is priceless. In the same emergency situation it was eye-opening to observe the diversity of work habits. Interestingly, after the phone call to the owner, a well-trained representative of the mitigation company was dispatched to make checks and to do the final work. This person displayed almost all of the habits of a person who recognises how to handle a situation. For example, this person showed up with “booties” covering his shoes. There was hint of superciliousness but I chose to ignore that. Nonetheless, even this model company representative disregarded specific appointment times by arriving thirty minutes early and then preparing to dispose of materials without my permission. It was fortunate that I requested that particular items be conserved because it turned out that they were difficult to replace items. This action on my part made restoration easier. For example, the resourceful floor expert who replaced the floor vinyl and baseboards was able to utilise the salvaged baseboards for hard to fit places. New baseboard was installed in the other areas. This same expert was happy to leave the homeowner

with a generous amount of spare vinyl in case of future need of repair. Again, a true professional worked carefully and thoughtfully. Yes! He deserves to be recommended and to be called for future projects.

indicate that retraining is in order, if the employee chooses to remain on the team. There is more to the job than the result. Given careful work habits, the path to desirable results is typically safer and more expeditious.

It is evident that poorly or incompletely trained employees come off as TwiddleDee or Twiddle-Dum. It is not their fault. It is the fault of the complacent supervisor/ manager/owner. It was this same contacted owner who refused to come to look at the situation because he was “too busy for that.” What would a hotel guest say if the housekeeping manager refused to inspect a situation? Doubtlessly, it would not be positive! This less-than-professional response sends a message of dismissal and/ or disrespect. It would not build trust. It would not support return business. Most knowledgeable managers know that each negative comment is equivalent to two hundred (200) negative responses once the displeasure has been telegraphed to the client’s sphere of influence. It is human nature to express displeasure more vehemently than to share pleasure or satisfaction with enthusiasm.

The negative experience that spawned this article actually morphed into a positive reflection thanks to a plethora of professional contractors eager for the opportunity to demonstrate their expertise. One such contractor from the “old school” convinced me to trust his team to do carpet cleaning. His promise of excellence was realised. His team member showed up on time and surveyed the scene before starting work. He spread a drop cloth to protect hardwood floors. He worked carefully and methodically as a testament to the “old school” training he had received. On top of that he was courteous and respectful. This was a pleasant finale to a rocky beginning.

One of the axioms of IEHA is “Inspect what you expect.” Before this can happen, thorough training must be provided. For a room attendant, this basic training usually requires three weeks of supervised training. It is logical that the performance of most new employees is evaluated after the initial three weeks and then again after three months. It takes three weeks to establish a habit and three months to make it automatic. For house attendants the training period can vary depending on the scope of responsibilities. For more demanding duties requiring the use and care of expensive machinery, the supervised training period is more in line with a room attendant’s. Performance and work habits determine the level of mastery and autonomy of the employee. An employee is ready to work independently when performance and work habits are in synch. In other words, dirty equipment, erratic habits and careless use of chemicals

So, whether commercial or residential, the same rules apply to excellence in service: • Be prepared with equipment and supplies • Work with respect for assets and people • Think in advance so that safe work habits are in play • Be willing to listen with respect to the client • Be open to new ideas and techniques Most companies parrot that “employees are our most important asset.” However, this is only true when the employees are respected through regular training and reinforcement of excellence through commensurate recognition. In this way, the employees can work confidently and safely. In return, the company can trust that the client will be well served and that the company will be properly represented.  About the author: Janet C. Marletto is a member of LinkedIn. Invite her to join your network: jmarletto@yahoo.com Visit her new website: www.NewPlanetJanet.Net She joined IEHA in 1976.

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Managing the Mountain BY RALPH PETERSON

“

Marcus gave his notice,” Jason said waiving his phone in the air and sitting down.

“Really,” I said surprised. “He’s quitting?” Jason shook his head and continued looking at his phone. “Stepping down,” he said without looking up. I watched him and nodded. Marcus has been working for us for eight years; working his way up from floor tech, to assistant manager, to manager, to his most recent post as a district manager, overseeing multiple accounts. I remember meeting with him just after he was promoted. To say he was excited would have been an understatement. He said he was ready; that he could handle it and was looking forward to the change of pace; but now he is stepping down? Growing up in Vermont, skiing is one of those things that everyone does at least once. I was ten years old the first time I hit the slopes; with my Cub Scout Troop. I remember that day as if it was yesterday, with those big heavy boots, long skis and cool poles

that my friend John and I immediately transformed into light sabers.

try it and after a full day of watching people ski down it with ease, I agreed.

We spent the day on the bunny hill, which sat at the base of the mountain; just off to the right. It was more of a slight incline with a towrope, than an actual hill. I remember watching the other skiers zoom down the mountain as I held onto the rope. It looked so fun and scary at the same time. I wondered if I would ever be able to do it.

“You can’t hesitate,” a kid said from behind me. I was standing at the edge trying to get my bearing. “You just have to go for it,” he said and with two strides he went over the edge; fearless. ‘Damn kids,’ I thought and pushed off.

When I was sixteen the ski resort opened its first extreme trail called a “Black Diamond Trail.” The trail started with a 100-foot vertical drop that narrowed between two clumps of trees before opening up just long enough for you to catch your breath, and then narrowing again with a hard right, and then left, and then another vertical drop that looked like you were dropping off the earth entirely. The trail was designed for experienced skiers who were looking to push their limits. I wanted no part of it. My friends, however, could not wait to

At the bottom of the hill, fear still gripping me so tight my stomach ached, I looked up and saw some people who, like me, were just trying to hold on for dear life, while others were making the most of it. That is when I realised there are two types of Black Diamond skiers; there are those who ski the mountain and those that survive the mountain. I merely survived. “It’s better that he pulled the plug on himself,” I said to Jason. “Being a District Manager isn’t for everyone.” Jason nodded. “That’s true,” he said. 

You know you want me.

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Product NEWS NEW COMPACT KETTLE

New from Weatherdon is the wonderfully compact and delightfully practical Nero Bambino Kettle. Exclusively designed and manufactured to meet the demands of the hospitality industry, the stylish and hardworking 0.9l Nero Bambino Kettle is fast, cordless and at only 19 cm high, just right to fit under the guest-bathroom taps, as that’s where most kettles are filled. The four-cup Bambino saves time, water and power and the clear red light translates to ‘On’ in anyone’s language. Available in black or white, the Bambino adds an edge to any décor and presents as clean, hygienic and modern. The Nero Bambino Kettle is just one of 15 high quality and durable kettles made by the company with 40 years of specialist expertise, the Weatherdon Corporation. All meet Australian and New Zealand safety standards and have a 12 month warranty. For more information please visit www.weatherdon.com.au, email sales@weatherdon.com.au or call (02) 9906 2202.

CLEANTECH PTY LTD Cleantech Pty. Ltd. has been in the cleaning supply industry for over 35 years, supplying the latest and most innovative products to all industries, from hospitality, to commercial cleaning to healthcare. Cleantech is mindful of the everchanging way in which our world eats, sleeps and goes about the daily work routine. Our goal is to invent or source and supply the best methods and products to support the people who clean these premises on a daily basis. Over the last decade we have seen a major change in direction of the hotel industry. Starting with budget hotels like Ibis, and evolving into many different types of boutique hotels to cater for the business and leisure market desiring comfort, style and convenience without the big hotel atmosphere. This is where Cleantech comes in. The challenge to clean these premises is different to larger hotels. One example is the collection of dirty linen and distribution of clean linen. Most of the smaller premises do not have large lifts to accommodate the standard trolleys normally used to perform these tasks. Cleantech’s solution is to offer a Supa Scissor Trolley. The Supa Scissor Trolley has supporting straps all the way around the bag and no holes or eyelets to tear or rip out. The non-marking bumper tubing covering the strong steel frame makes it not only very durable but also protects the walls and doors. The strong non-marking rubber wheels are another feature of the trolley. The trolley is ideal for manoeuvring in confined spaces and for situations when a lightweight yet strong trolley is needed

and can be easily folded up for storage. The Cleantech Supa Scissor Trolley will help make your operation more efficient and save your business time and money. One of the biggest issues today in any environment where large numbers of people are housed, for example hotels, hospitals, aged care facilities, is making sure there is no cross-contamination in the rooms they occupy. In the past all that was available was a mop and bucket to clean hard surfaces. The water in the bucket would not be changed that often if at all leading to cross infection. The last 5 to 10 years has seen the evolution of micro fibre to clean all hard surfaces. Today you really cannot clean properly unless you use a micro fibre cloth or mop. Cleantech has introduced the new Supa Spray Mop that is not only very robust and user friendly, it picks up ALL the dirt unlike a mop and bucket that actually spreads the dirt. The micro fibre replacement pads are anti-microbial and can be laundered up to 300 times, making it the most efficient and practical way to mop a floor. Imagine, no more lifting of heavy buckets of water, no more accidents with spillages, no more spreading of dirt. And the end result is a clean floor! These are just two examples of the many innovative products that Cleantech has available to make your life easy, efficient and cost effective. Call 1800 177 357 to discuss all your cleaning needs.

GO DELUXE WITH LIVI’S SOFT TOUCH IMPRESSA® BATHROOM TISSUE This household size, deluxe standard toilet tissue is now softer and more velvety than ever before. Purpose-made for HORECA and venues that require an extra special touch of luxury, Impressa® offers the comfort and durability of 3 layers, double embossed in a 225 sheet deluxe roll. It provides superior softness, finished with a core fragrance. Designed to complement modern bathrooms, Impressa® toilet tissue is individually wrapped for hygiene and is core scented with a subtle ‘floral musk’. Show your guests that your establishment is a cut above the rest with the Livi® Impressa range, made from only 100% virgin fibre and PEFC certified. When it comes to accommodation, sometimes it’s the little things that make all the difference. Give your guests the reassurance of a superior clean with Livi’s toilet hygiene seals. This product is designed for accommodation establishments that deliver an extra level of service and want their customers to know that they guarantee the ultimate standards in hygiene. These premium, silver print seals can be ordered in bulk along with your Livi washroom purchases and are available in 10 x 500 seal cartons. Show your guests that your cleaning services have the seal of approval with this affordable but effective addition from Livi®. Ask for LIVI® today! Call us on 1300 832 883 or email us at info@solarispaper.com.au www.livitissue.com.au

JOHN BATMAN GROUP John Batman Group supplies Hotel Guest Amenities to a wide variety of accommodation business styles and sizes. Our amenities brands are synonymous with quality, style and value. Our collections include a selection of liquid care products in eco-friendly biodegradable tubes, bottles and sachets with recyclable packaging. Various sizes of liquid items and soaps are available and coordinating accessories complement each collection. Security seals minimise wastage and offer peace of mind to guests. Enriched with natural ingredients, subtle fragrances and soothing properties, the fresh and exciting ranges have been tailor made to please the most discerning guest without the discerning price tag. Bulk cartons cater for mid to large size venues. John Batman Group also caters for properties that do not use sufficient amenities to purchase in bulk quantities. The exclusive Multi Packs containing small quantities of five

in demand items (shampoo, conditioner, body lotion, soap and shower caps) are perfect for bed and breakfast or boutique accommodation providers. In addition to our branded ranges, we are able to custom design an amenities collection to suit your individual requirements. By customising your amenities, you will reinforce your own brand image. Your brand will be presented to guests every time they use the toiletries items at your establishment and then again when they take the amenities home. As a leading and well renowned supplier to the hospitality industry, we take great pride in the products and services that we offer. Our range of commercial products is extensive, ranging from every day items to those hard to find products for accommodation property bedrooms, bathrooms, kitchens and living areas. Visit www.johnbatman.com.au to view our comprehensive selection of guest amenities, bedding, towelling, electrical appliances, compendiums, menu covers, signage and more. Or contact our customer service team on freecall 1800 339 493 to discuss your requirements.

AMENITIES AUSTRALIA Amenities Australia is a dynamic company and trusted source of guest amenities, hotel toiletries, and quality spa formulations. Having set high standards in offering quality and competitive guest supplies, Amenities Australia is a stalwart in bringing you perfectly blended exotic hotel amenities that sure bound to leave a lasting impression with your valued guests. Whether small or big motel, hotel, Bed and Breakfasts, we have an exclusive array of premium & budget hotel amenities to choose from. We aspire to be synonymous with beauty, health, well-being, and quality in the hospitality segment Australia wide. As a brand which is known for its quality and exclusivity, our range of guest amenities boast some of the world renowned brands such as Gilchrist & Soames of USA, Aquamenities, Antica Farmacista, Thymes, and other reputed leading manufacturers in Asia. Our fine body, spa, and bath products are but a personification of beauty, health, and well-being. Our range of shower gels, body

care lotions, and other beauty commodities are thoughtfully blended by skilled connoisseurs with years of experience. Amenities Australia carefully handpicks best of quality ingredients to formulate guest room amenities that are best in the market, environmentally responsible, and also help our distinguished partners to enhance their room ambience. And for those that wish to go green and promote a green ecosystem, we have a few biodegradable and organic guest supplies too. As a reputed supplier of hotel, guest, motel, and resort amenities, we leave no stones unturned to help our customers market and advertise their brand. We can customise most of our guest amenities and hotel supplies as per the liking of our customers. We do this quickly, effectively, and at affordable price. We also make it bigger with a quick turnaround time and a minimum order of just a carton. Please visit our website www.amenitiesaustralia.com to know more about us or contact us for any orders and queries at 02 9620 9888.

THE CALAMVALE HOTEL The Calamvale Hotel, with 60 suites and a conference centre, is Brisbane’s newest south-side 4.5 star facility, featuring chic urban design. The 60 well-appointed guest suites are stylish and spacious with all the latest features. As a finishing touch to these elegant state-of-the-art bathrooms, the EnduroShield team were contracted to apply EnduroShield easy clean glass coating to 64 shower screens. “It was a fast turnaround project,” said Brendan Johnstone, Director of EnduroShield QLD “Our team completed this project quickly – a week before the launch of the prestigious hotel opening. “ Not only does the glass in the bathrooms look stunning, but the protective coating will also save the hotel thousands of dollars in cleaning and maintenance. EnduroShield reduces cleaning time by up to 90%, offering significant savings in cleaning costs and maintaining gleaming showers. EnduroShield is an invisible coating that seals the porous surface of the glass, protecting it against staining and etching from grime, dirt and soap scum. It also assists the prevention of harmful mould build-up and bacteria, resulting in a germ-free environment. The secret is out about maintaining the ‘wow factor’ in the bathrooms of these new hotel suites and decreasing cleaning and maintenance costs at the same time. For more information go to: www.enduroshield.com

Product NEWS

SWISSTRADE For Swisstrade, being a leader in the Australian guest amenity market means charting new territory and pushing the boundaries. It is essential to have a view to where the market is heading, as well as understanding guest’s expectations, hotelier’s wishes and observing retail trends. Our research among Australia’s leading hotels shows, that operators are disillusioned with the majority of guest amenity ranges currently available for the higher end hotel segment. Many International retail brands are too costly and more affordable products are either not of quality or are pretending to be Australian by using native ingredients, but are in fact made somewhere in China. With this in mind Swisstrade has recently launched a number of exiting new product ranges. Earlier this year we collaborated with Australia’s fast growing and best selling hair and skin care brand SUKIN ORGANICS and launched the highly successful and environmentally conscious SUKIN Hotel Collection. With SUKIN we offer a competitively priced, 100% natural toiletries range, which is Carbon Neutral, contains all organic ingredients and best of all; is made right here in Australia!

Furthermore, SUKIN’s strong brand recognition and retail presence leads to many guests, whether domestic or international, to purchasing these iconic Australian beauty products for their home use. With SUKIN Hotel Guest Amenities you now have available a high-end body & hair care range for your guests to enjoy and remember, while supporting and maintaining jobs right here in Australia. Best of all, the SUKIN Hotel Collection offers numerous accolades that will show you care for the environment and a sustainable accommodation industry in this country: • 100% Carbon Neutral Certified • 100% Natural Botanical Extracts • 100% Plant Based Ingredients • 100% Biodegradable Products • Biodegradable and Recyclable Packaging • No Testing on Animals • No Sulphates, Parabens or SLS For further information contact Swisstrade Pty Ltd on (02) 9979 1500 or info@swisstrade.com.au

South Pacific Laundry specialises in the provision of quality linen and supplies for the customer service and hospitality industries

Adelaide

South Pacific Laundry South Pacific Laundry (SPL) has been a provider of commercial laundry and linen services to the hospitality industry in Melbourne for the last 20 years. Currently, the South Pacific Group is establishing a strong network of modern laundry across Victoria, New South Wales and Queensland with plans for Perth expansion and several more facilities up the East Coast of Australia in 2015. The relocation of our Sydney operations to a new larger facility in Bankstown together with the relocation of our Brunswick plant to Broadmeadows will establish South Pacific Laundry as the single largest privately owned laundry in Australia and in the Southern Hemisphere.

Contact Robert Teoh Public Relations & Marketing P: (03) 9388 5300 M: 0421 716 888 Coverage Australia wide

SPL provides: • A 365 day service to all its clientele with a 24 hour turnaround. • Dedicated account managers and experienced support staff who are available 7 days a week • A dedicated software design package and centralized billing system enables seamless transactions, paperless and customised reports. • Delivery rationalization systems, providing and streamlining efficient delivery routes which will reduce the company’s carbon footprint. • Building of partnerships and sharing benefits with the customers from savings made through its constant laundry process innovations and group purchasing power of linen products. • Dry cleaning, Uniform cleaning services, General building cleaning, Housekeeping services, Dust mat hire and Cleaning services. • Provision and supplying of Corporate uniforms and customised Amenities.

Pricing Information Contact supplier direct Delivery Free daily delivery within 25km city metropolitan areas Minimum Order Contact supplier direct

Full Contact Information South Pacific Laundry 9-23 King William St Broadmeadows VIC 3047 P: (03) 9388 5300 F: (03) 9387 2399 E: customerservice@southpacificlaundry.com.au robert.teoh@southpacificlaundry.com.au

The service, advice and delivery were all handled with 100% satisfaction. The performance of the machinery is excellent. It is well made, easy to handle and even easier to train others. You have got it all up to a high standard. KYM MATHESON | MIDWAY APARTMENTS