The Executive Housekeeper Volume 21 No 3 by Adbourne Publishing

The Executive

HOUSEKEEPER

Vol 21

No 3

PP322210/00016

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Publishers LETTER

elcome to the Executive Housekeeper Magazine.

This issue is something of a Christmas gift to our new readers. With the magazine now online and interactive, we have been able to expand our distribution to more businesses across the country. Welcome to everyone here for the first time! If you would prefer to receive a hard copy, please email admin@adbourne.com with your address so we can add you to our list. This issue we feature an incredible story on the Executive Housekeeper at Mercure Melbourne Treasury Gardens. After fleeing war-torn Angola as a teenager, Carla Rodas immigrated to Australia, before working her way up the hospitality chain. Her path began with English lessons. She now manages 164 rooms and a restaurant. Professional development and balancing a family life are hallmarks of Carla’s story.

We have a number of articles on green cleaning and the environment. Minimising the use of resources will help your operation’s bottom line. We also have an in-depth look at vacuum cleaners by Col Nation – a leader in the field. He dissects how to get the most out of what’s on the market. As 2017 draws to a close, the team at Executive Housekeeper Magazine would like to thank all of our contributors. Without your insight, we could not put together this resource solely focussed on the housekeeping industry. I want to make special mention of Barbara Sargeant, who has been one of our most dedicated writers over many years. See you in 2018, Neil Muir

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Contents 7

PEHN news

SEQPHA news

10 Sustainable or not 13 The struggle of inclusion vs exclusion? 17 Maintaining carpet and saving money in the process 20 Three strategies for successful sustainable procurement in hotels 23 Cleaning up your floor care program 26 B rain fitness and its impact on organisational health 28 A five star reputation begins with a five star housekeeping service 30 Welcome to the Sofitel Sydney Darling Harbour 33 Profile: Carla Rodas 34 Is that really clean? 36 Hospitality is not the public service 38 Artificial Intelligence: Coming to a hotel room near you 40 Permission to lead 42 Toxic chemicals and all-natural solutions: Whatâ&#x20AC;&#x2122;s good and what works 44 How safe is your cleaner? 46 Whatâ&#x20AC;&#x2122;s that film? 51 Tackling environmental aspects 55 Soap Aid factory tour 57 Product news

The Executive

HOUSEKEEPER

Cover images shows Sofitel Sydney Darling Harbour

Vol 21

No 3

PP322210/00016

B L A C K

L A B E L

mo ro c c an o i l Âˇ o m e ga 3 vitamin E Âˇ a nti oxd a nts

E V E R Y D AY S O P H I S T I C AT I O N 6

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PEHN NEWS PEHN 2017/2018 COMMITTEE Congratulations to the new PEHN 2017/2018 committee, that was elected at the AGM on 14th November 2017. A big thank you to everyone past and present for the work that they put in. President: Donna Musarella Vice President: Megan Johnson Treasurer: Jai Singh Secretary: Deb Bullock Committee members: Jocelyn Ng Mark Whyte Verena Anger Ian McGregor Decai Weng Meena Tamang (not in photo) It's hard to believe Christmas is almost upon us once again, and so would like to wish everyone a safe and happy festive season. The committee look forward to 2018 with enthusiasm, organising some exciting events for all our members. Being a member of PEHN offers some wonderful social and networking opportunities with like-minded people. For further details go to www.pehn.org.

TRIVIA NIGHT â&#x20AC;&#x201C; HOUSEKEEPING WEEK Pehn celebrated Housekeeping week with our members at a Trivia Night held at Melbourne City lawn bowls club on the 14th September. There was a great turnout on the night and competition was fierce between the teams on the tables. There were many laughs and some fantastic catwalk modelling and dance moves through out the night as part of the extra points rounds. The winners on the night, by a very slight margin were the team from Crown Metropol. Well done to the winners and thank you to everyone that came and participated on the night. ď Ž

SEQPHA NEWS O

ver the last year I have been fortunate to work with a wonderful association it is a real team with the ability to work together towards a common vision. Alone we can do so little, together we can do so much. We have had a rewarding year for our charities, we have met new friends and had a lot of fun along the way.

We had a delightful breakfast at the Sofitel Brisbane in August with the most magnificent breakfast buffet, our guest speaker was Hayden Hughes the general manager who spoke about his journey in hospitality, it was also lovely to see so many executive housekeepers from the Brisbane area. In September we had our yearly catered breakfast at the Sunfresh linen

factory, Steven George the owner organised a beautiful marquee, coffee cart and a beautiful breakfast which he donated free for all the housekeepers, with the proceeds of the raffles going to the RSPCA for rescued dogs. October we were at the Marriott Surfers Paradise for another amazing breakfast buffet with our guest speaker being Thomas Mcintyre

along with productivity and work performance. You should always ensure that the workplace has a vibrant atmosphere where your team can share their joys and sorrows, treat them like your other family, since retiring I still miss my other family and all the fun we shared. Thank you to all our suppliers for your wonderful contributions that have helped us raise so much money for our charities this year. And finally as the year closes and Christmas approaches remember it is a time for making new memories, enjoy the fellowship of new friends, and cherish your work family and your own family in this season of loving and sharing. May the new year bring peace and tranquillity to the world. Libby Sharp â&#x20AC;&#x201C; President SEQPHA. libbysharpsmail@yahoo.com.au ď Ž

who is the concierge services manager at Pacific Fair which is the largest shopping centre in Queensland. Thomas was previously working in hospitality and I was fortunate to work with him at the Sofitel Gold Coast and with Tom he really brought the front office and housekeeping teams together as one. He had so much respect for all staff and managers and he is truly a loss to the hospitality industry, but he told us at the breakfast he has taken all these skills with him and implemented them with his new team. Our next event is our Christmas cocktail party at Star casino in Broadbeach which we are all looking forward to and then at the end of January we start all over again with our agm. Life in the workplace can be dreary without humour and I loved hearing my staff laugh, when people are enthusiastic the workplace ambience becomes fun. You look forward to going to work, the teamwork improves

Sustainable or not

BY MARK THOMSON

How do you know what sustainable products your guests are using?

n a world of clever branding and “greenwashing” Architect Mark Thomson recently interviewed Mary Lou Kelly, Managing Director of Global Greentag for the Executive Housekeeper, to gain the latest insights in sustainable product selection. With over 24 years’ experience in the sustainable development sector Mary Lou has worked with industry leading

organisations, to define what makes a product environmentally economically and socially responsible and provide a level playing field for the marketplace. Q: In a world of green branding how do you establish simply whether your hotel/motel products are sustainable products? A: A standard approach would be based on the fact that it carries a

reputable eco-labelled. A better approach would be to look for a eco-label that provides a rating of the product and that you know looks at all aspects of sustainability – Human Health, Toxicity, Biodiversity, Materials and Social aspects. Q: Micro plastics have become an issues in water courses and oceans. How could you look for products which avoid these?

A: The problem with micro plastics is that they are often not declared on the labels, so you either have to look for a product that declares what the abrasives in a scrub or toothpaste are made up of or use an eco-label that bans microplastics and audits the supply chain. Q: Many "green" products or "sustainable" product labels come into the country from overseas, how do you evaluate a local product compared to an overseas product? A: You treat them the same way, both the supply chains needs to be audited. Q: Is there any one thing (traps for young players) to look out for when procuring products for motels or hotels? A: There are alarm bells such as the following products, unsustainable (uncertified) palm oil and if products are comprehensively labelled for ingredients note the following: Endocrine disruptors such as BPA, DEHP, and triclosan; toxics used as colorants such as metal compounds like cadmium, chromium cobalt, arsenic and lead; and carcinogens like formaldehyde, APEOs, DEA, MEA, TEA, Parabens, SLS, and PEG should also be looked for. Another

thing to ensure is that packaging is either made from recycled content or is environmentally preferred in some other way and is readily recyclable in the local market. Q: Australian made products are desirable to support, how do you establish if they are made versus packaged in Australia. A: If not included on the product packaging then the supplier should be requested to declare the sources. In reality with some ingredients it is almost impossible to know unless it is supplied via a certified chain of custody or via audit.

A: No not necessarily. Natural materials can still be made from exploitative industrial agricultural practices. One would need to note that each ingredient is organic certified or is from a sustainable agricultural practise. ď Ž

ABOUT THE AUTHOR Mark Thomson is an eco-Architect with current qualifications from the GBCA and Earthcheck organisations.

Q: Packaging of products creates waste. How do you ensure product packaging is recycled? A: Make sure the whole packaging is made of recyclabled materials including lids... this is easiest determined by noting what your council is recycling is a good start, but the biggest issue for hospitality is that containers are generally not empty and so sometimes the best solution is to partner with community groups that find uses for the contents and then recycle the empty containers.

Mark has over 30 yearsâ&#x20AC;&#x2122; experience in the Australian design, development and construction industry. He has built and refurbished multiple hotel projects around Australia and was co-owner in a national hotel chain up until 2005. His current consulting business, Eco Effective Solutions is based in Brisbane and delivers sustainable working and living environments.

Q: Are natural products always sustainable products?

THE STRUGGLE OF

Inclusion vs Exclusion BY JANET C. MARLETTO

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he theme of Inclusion vs Exclusion seems to be permeating many aspects of life these days. Signs of tug o’ war are seen in the workplace and many spheres of life. Even the slightest “exclusion” in the workplace or in a family can result in hard feelings for a long time. If you are someone who talks to everyone, as I do, you understand how you might spread positive energy and acceptance effortlessly. A simple smile, “hello,” a greeting all serve to brighten someone’s day. We never know how much Joy a person experiences on a daily basis. The old adage of “what goes around comes around” comes to mind in this situation. Often we encounter a person just once for an unknown purpose. For example, recently I met a possible vendor and did a little networking with him by asking if he could refer someone to me. The

original business transaction did not come to pass; although a transaction did not come to pass, a transaction did happen with the person referred to me. One never knows. This is why networking is worthwhile and why it is valuable to engage with people for more than a few minutes. Yes, it can be time consuming; yet it reaps great rewards in business and in friendship. 144 characters cannot capture the essence of a person. On the other hand ninety minutes of give and take can result in uncovering unforeseen commonalities. What a transformative experience! That initial encounter usually results in setting up another one because there is much more to uncover! Ah, the richness of Life! In society exclusion can be based on prejudice, bigotry, racism, and classism: all emphasise differences. Whereas, inclusion can be based on similarities and a sense of acceptance and welcome. In families, exclusion can create long lasting hurt feelings – and even resentment and alienation.

Inclusion can, too, if everyone is not agreement. Whereas, there might be a monthly birthday cake to honour all team members born that month; an individual cake for a member of management ( salaried) is appropriate. A recent example caused dissension: the scheduler noted birthdays for some people but not for others. When asked why this happened. She said that not everyone had noted a birthdate on a random list. She interpreted that as a preference not to have birthdate shared. This erroneous assumption could have been rectified easily with a list of associates and a request for birthdates ( minus birth year). A simple check in a column about sharing of the date on a birthday calendar or on the daily schedule would have been gracious. Whenever ego is at play along with abuse of “power”, that signals a small minded person who is not ready to be trusted with authority. The inconsistency trap hurts.

acquiesce. Great novels have been written about this. It goes without saying that how we treat children (and how we were treated as children) will show up when they are adults. I contend that those who were favoured with a happy childhood want to pass this positive experience to the next generation whether or not they have children of their own. For me that can involve remembering birthdays of all children in a family by card, gift, and/or treating to a special meal. It is the role of adults to protect children. Period.

On the other hand, boundaries can support inclusion or exclusion. Some people have trouble saying “no” and over commit. Even a “busy” ( not necessarily “productive”) calendar does not serve as a reason to say “no “ for someone who is conditioned not to say it. This is especially true for women who want to please. “Being nice” is more important than personal health and well-being in that case. During a recuperation period, most tasks have to be left undone unless there is outside help to accomplish them. From personal experience I can attest that these circumstances can cause a change. In my case, it was a move from a Type A personality to a Type B. Just let go! It is possible to grow out of this addiction to “yes” at any cost. Sometimes an illness forcing one to be bedridden for a while serves as a wake-up call. At this point in my life, I say “no” to requests for my time unless I see that I’ll derive pleasure,

benefit, or purpose from it and that I have marked out enough time to truly enjoy it and to make a worthwhile contribution. There is no guilt involved because it was my choice. It is far worse to be dishonest or to do a lackadaisical job. Finding JOY in one’s life on a daily basis is a priority for someone who is on the path to self-realisation. As mentioned in previous discernment supports this quest by clarifying and defining choices. By engaging in Joy producing activities, more Joy comes my way. "Wonder” seems to be Joy’s ever-present companion and adds more to the “Party of Life.” I would venture to say that this struggle has been with us for ages, literally. As I like to say, “Times change, people don’t.” Of course, upbringing is the foundation for our perspectives. Sometimes people react contrarily to upbringing; whereas, others

When bullying comes to light, it is the adult’s role to see how the bullying can be eradicated in a civilised manner. This challenge is pervasive in all levels of society. Clearly, gender doesn’t seem to matter anymore. Just as etiquette and manners have become rarities; so, too, has the boundary tradition of males not hitting females. In fact, it is not unusual for females to strike a male first. I have observed this on the high school level. Shocking! Unfortunately, shockingly common! Then we wonder why spousal occurs or escalates? When a habit is established, it is difficult to change it. Again, by not forming bad or dangerous habits, there is no need to change anything. Sadly, some people who crave attention interpret abuse as “caring.” Providing positive reinforcement plays a part in changing a negative scenario. A great support is role modelling. When positive, healthy behaviour is modelled and reinforced, it is easier for an observer to absorb and replicate it. Needless to say, this is what parenting is all about. By modelling tasks, exposing children to different environments, e.g. a classical concert, a fine department store, an art museum, a bank, a grocery store, a post office, and how the various transactions are handled. At school, field trips serve a similar purpose. I remember visiting a farm in primary school, natural history as well as historic sites later on. As a French teacher, I modelled continental table etiquette followed by a trip to a French restaurant

supportive of educational experiences. Some students joined me on trips to France and Italy where they were able to apply their etiquette knowledge. To feel included in a foreign environment builds personal confidence. In the workplace mentoring serves the same purpose. By modelling and then clarifying, the mentor prepares the learner for independent success. Frankly there is no substitute for careful training. On the flip side, lack of training rears its ugly head in the form of errors, re-work, and generally, poor service or performance of required tasks followed by increased turnover. There is no upside to lack of training. In summary, feeling excluded serves to alienate. Inclusive actions support development of a healthy team. A healthy team accomplishes goals and feats with gusto. The sense of accomplishment is invigorating to

all concerned. Furthermore there is a sense of appreciation. Actually, it is a mutual appreciation shared by the team and its leaders. “Thank you” is expressed in different ways. The important thing is that it is expressed. When generosity is added to thanks, the effect is even more dramatic. This can take the form of a staff luncheon or prizes for everyone. Even more importantly the team informs its leaders which prizes are valued. Valueless prizes are meaningless. When a team is diverse, meaningful prizes can take many forms to please the various values represented. Of course this familiarity with preferences requires interaction with team members as individuals. True leaders know how to have interactions with diverse people. There is an understanding that “everyone has a story” and that everyone is worthy of recognition. People who have not developed personally do

not comprehend this. That lack of comprehension reveals itself quickly in interactions. Often the attitude is supercilious and insulting. When confronted by a more informed team member, a clash can realise. People look forward to a peaceful milieu at work. Resentment and negativity taint the workplace. Unless an observant leader perceives the negativity and removes it, the whole team suffers. Quality oriented team members will leave in disgust. No one wants to be unduly stressed at work. Leaders understand that maintaining a productive team involves removing negativity. To make everyone feel included is the goal of a consummate leader. It is much like hosting a successful dinner party!  Janet Marletto is available for questions as well as mentoring by e-mail and Skype. jmarletto@yahoo.com Read her profile: https://www.linkedin.com/in/jmarletto/

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Vacuuming will remove the “free” dry soil, but how much soil is removed is dependant on two things. These are the effectiveness of the vacuum cleaner and the diligence of the operator. From what I see in my travels, most vacuuming is done rather haphazardly using equipment that is inefficient or just plain ineffective in removing soil from the indoor environment. Many cleaners will simply poke the wand around a few times within a room to remove the surface litter. This might be alright to improve the general appearance of the room by making it a bit tidier, but this is not cleaning the carpet and is certainly not contributing much to the longevity of the carpet and this is where costs can skyrocket as carpet replacement is required more frequently.

CARPET UGLIES OUT LONG BEFORE IT WEARS OUT Correct maintenance will improve the appearance and extend the life of carpet. Here are the simple rules of carpet maintenance. Rule 1. Use a commercial upright vacuum cleaner. It should have two motors. One motor drives a spinning cylindrical brush/beater bar which vibrates the carpet to shake the grit from the pile, up into the airflow. The vacuum motor moves the dirty air to deposit the soil in the receptacle. A good machine will have disposable dirt bags for safe disposal of collected waste. It should be fitted with High Efficiency Particulate Air (HEPA) filtration for the safety of the operator and others within the building to limit re-distribution of finer soils. Rule 2. Learn to use it properly. Don’t try to push it about like a suction wand. Just stand upright, relax and walk forward. Keep the handle by your hip and just walk forward. People who say they don’t like upright vacuums are usually trying to push and pull them like a suction wand. Used properly, an upright vacuum will cause less back soreness, be more efficient and remove much more soil than a suction only cleaner. Rule 3. Learn how to correctly spot clean a carpet. It is usually those little grey spots on the carpet that can make a whole room look bad. Many of these grey spots are residues of spot cleaning chemicals. Use a WoolSafe approved spotter for removing those little grey spots. (I will cover spot and stain removal in another article.) Rule 4. When spot cleaning doesn’t work, call a professional carpet cleaner. You can find a list of professional carpet cleaners who are WoolSafe Approved by going to www.woolsafe.org

TECHNICAL STUFF When choosing a vacuum cleaner there are several things to take note of.

Wattage. Does the bigger wattage mean more suck? Not necessarily. The wattage rating is just a measure of the power used by the vacuum cleaner. A 2000 watt vacuum cleaner could have 500 watts of noise and 500 watts of heat with only 1000 watts left for suction. It could have inefficient hoses or pick up head and then there is the filtration to worry about. A quality upright vacuum cleaner will have a relatively small wattage rating because there are less noise and heat losses and more efficient airflow passages and a well designed agitator bar does more for soil removal than the actual airflow. Agitation. What does the agitator do? The air flow of an upright vacuum cleaner is merely there to transport the soil into the filter and soil collection chamber. It is the spinning agitator that vibrates the carpet to shake the grit loose from the carpet fibres. The grit is then picked up by the brush, which sweeps the soil into the airflow chamber where it is then transported to the collection and filtration chamber. An agitator vacuum will always out perform a suctiononly cleaner. Filtration. Cloth filters, paper bag filters or bagless. Which is best? Filtration is probably one of the most important functions of a vacuum cleaner. Particle size distribution is important when it comes to filtration. According to the Australian Standard 3733/1995 a vacuum filter should filter 97.5% of dust to 0.5 micron. A human hair is about 20 microns in diameter. Particles up to about 3 to 5 microns can remain suspended in the air for hours. This is important when it comes to our own safety. We donâ&#x20AC;&#x2122;t want to be breathing in this dirt into our lungs. So a really efficient vacuum filtration system is essential to trap soil in the vacuum cleaner instead of just re-distributing the fine dust through the building. Cloth bags are usually just not good enough for our health sake. Bagless technology sounds good, but be careful when emptying them, because the dirt becomes airborne when we shake it about trying to get the last of the dirt out of the container and this dirt can be breathed in and can make us sick. A replaceable paper bag is best for safe disposal of the dirt.

DOES SIZE MATTER? Obviously the wider the vacuum face, the faster we can cover the floor, but it also becomes harder to push. You can buy upright vacuums in a variety of widths depending on the areas you are using them. A commercial ride-on vacuum is generally going to be too big to squish into a small area but these are generally not made for real carpet maintenance as such, but more for surface litter cleaning of large areas. A bucket or barrel style vacuum cleaner will generally take a lot longer to achieve a decent result as the operator has to provide the agitation. Power heads. Will a power head attachment make my suction cleaner perform better? A suction cleaner relies on you to provide the agitation. Six passes with a suction cleaner will be about as efficient as just one pass with an upright vacuum. This is because the inbuilt agitator is doing most of the work. A turbine driven power head can be fitted to a suction cleaner to help improve the efficiency, but remember, the filtration will still need to be good. So a quality commercial upright vacuum cleaner will cost a bit more to start with but the benefits far outweigh the cost. Your staff will appreciate the ease of use when shown the correct techniques for use, your carpet will benefit from the removal of the damaging dry gritty soils, your guests will appreciate a cleaner healthier indoor environment and your budget will benefit from the extra time your carpet will last. And with programmed correctional cleaning by a professional carpet cleaner your carpet will look good for longer too. ď Ž

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Three Strategies

FOR SUCCESSFUL SUSTAINABLE PROCUREMENT IN HOTELS BY BRIDGET GARDNER

Sustainable Procurement means taking a ‘triple bottom line’ approach when selecting suppliers of goods and services, by factoring all environmental, social and financial costs and benefits into your decision. This approach to purchasing can make good business sense, especially when the benefits are marketed effectively.

survey of 247 hotels across North America conducted by the Hospitality and Tourism Research Institute1 found that: “Successful green marketing can help promote consumer brand loyalty and perceived brand quality, increase corporate reputation and image, increase revenue and profitability, [and] give corporations a competitive advantage in the market”. When marketing departments promote sustainability, they typically focus on the easy wins – such as energy and water savings, or waste management and recycling. But what if the marketing manager sat down with the purchasing, WHS/environmental, housekeeping and finance managers, and they developed a sustainable procurement policy together? What if this policy required the ‘whole-of-life’ costs and benefits of all products and services, to be calculated, monitored and the outcomes promoted? Would this shift the internal culture? Would it encourage workers and suppliers to be more accountable and efficient? Make them feel safer, prouder and more loyal? Would it tell a dynamic story that promoted brand loyalty and increased stay rates? The International Organization for Standardization (ISO) has just released a new guidance Standard for Sustainable Procurement – ISO 20400 – that offers a practical stepby-step guide. To give you an insight,

I’ve listed three strategies for having a successful Sustainable Procurement Policy, with a focus on procuring cleaning supplies and services.

1. SUSTAINABLE SUPPLY – NOT SUPPLIER When an FM company surveyed their tenants to find out how important it was to them that they procured sustainable cleaning services, and 80% agreed that it was. But when asked whether they were willing to pay more, and the response was no. But this was the wrong question. The tenants rightly expected service companies to be operating as sustainably and efficiently as possible – why should that cost them more? However, when the Cornwell University School of Hotel Administration2 surveyed 120,000 guests from 200 resorts, they focused on the tangible benefits of a sustainably run hotels, to the guests and the environment. 45% of respondents said they would be willing to pay a higher room rate. Likewise, a Sustainable Procurement policy and specifications should stipulate the outcomes that a cleaning product or service must deliver to the hotel, such as healthier air, cleaner surfaces and environmental savings, and how that will be measured, rather than the rely on the supplier’s external certifications and business practices.

2. SUPPLY CHAIN MANAGEMENT The ‘supply chain’ describes the steps involved in getting a product or service to the customer. A sustainable supply chain reduces water, energy, pollution and waste throughout that process. When manufacturers and retailers work with their supply chain to innovate and operate more sustainably, instead of simply pressuring for discounts, they can lower the cost of production, packaging and distribution. The stronger the relationship, the more willingness there is to find efficiencies and innovations and pass them on to all players in the chain. But taking such a global view can be pretty daunting, especially when much of the supply chain is hidden and/or overseas. Eco-label Standards certify products against criteria that covers multiple environmental risks and issues (called ‘multi-attribute’ criteria). Each standard is different so make sure you read the criteria carefully, specify it precisely and ensure the symbol is printed on the packaging. Avoid vague terms such as ‘environmentally-friendly’, ‘green’ or ‘natural’. Because ‘green’ cleaning products can be a minefield, Fresh Green Clean has developed a GHS compliant Sustainable Purchasing Checklist to help the evaluation process. A few examples of Australian eco-label Standards are listed opposite:

GECA CPv2.22012 Cleaning Products

3. FULL COST BENEFITS ANALYSIS

Multi-criteria for commercial and consumer cleaning products

Global GreenTag® Cleaning Products Standard V. R1.0

Life cycle analysis criteria for commercial cleaning products and equipment

Recognised® by ACCORD

Multi-criteria for commercial cleaning products

SPPv3.0-2015 Sanitary Paper Products

Multi-criteria for paper washroom consumables

Environmental Standards that focus on a single issues, may be relevant to a specific aspect of the product, such as an ingredient, the packaging or the energy used during manufacturing. Below are just a few examples:

The third strategy for success is to identify and measure the wholeof-life costs and benefits to your company. Upfront cost of innovative technologies can be higher than traditional methods and deter the purchase. Tracking and analysing all associated costs and savings over time and between different aspects of the company, can paint a very different story. Some aspects to consider are: • The cost and frequency of consumables, replacement parts and maintenance requests • Resource savings via controlled dispensing equipment, reusable tools or mechanical efficiencies

FSC 100% – Product from WellManaged Forests

Criteria for the sustainability of the wood pulp used in paper washroom products

Australian Standard AS4351 for Ready Biodegradability

Criteria for testing either the full-formula (The whole product meets criteria AS4351) or just the surfactant (detergent) component of a product.

RSPO – Responsible Production of Sustainable Palm Oil

Agreements for the sustainability of the palm oil plantations used in detergents

• The reduction in distribution/ delivery/packaging costs • The reduction in the risk or number of slips and falls and other WorkCover claims • The number of contracts – and quality staff – that have been won or retained as a result • Can the waste be on-sold to other industries to recycle or reuse it – thus closing the loop Because when it comes to business, if it isn't profitable, it will not be sustainable.  This article was first published in Inclean Magazine, March 2017. Author: Bridget Gardner is Director of Fresh Green Clean: bridget@freshgreenclean.com.au/au.linkedin. com/pub/bridget-gardner/15/597/9a5/

REFERENCES: 1. Study by the Hospitality and Tourism Research Institute, Ryerson University, Toronto, Ontario, Canada, Dodds and Holmes, J Hotel Bus Manage 2016 2. Study by Cornwell University School of Hotel Administration, March 2015,

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CLEANING UP YOUR

floor care program

BY DEBBIE WALKER, ANZ MARKETING MANAGER, DIVERSEY

Your facility faces a number of floor care challenges and must increasingly clean better with fewer resources. A new floor care machine might have a high initial investment cost, but it provides numerous benefits to your business and machine operators. It’s important to recognise the value of investing in a better floor care machine.

FLOOR CARE CHALLENGES

t’s important that your employees know how to correctly prepare, operate and maintain the equipment. However, the cleaning industry typically has a high rate of turnover and many organisations struggle with developing a simple yet robust training program around floor care. Many organisations also face budget constraints that affect the maintenance cycle for floors. For instance, the time between restripping, recoating and burnishing may also be extended to reduce costs. This creates an opportunity to find ways to keep floors looking great without added effort. Proper floor care requires a careful balance between multiple factors, such as unique traffic patterns and increased traffic during holiday periods. Some facilities may also have floors with different substrates and finishes, and surface changes such as upward or downward slants. Machine operators need to match chemicals, squeegees, brushes and floor pads to the task in order to maximise cleaning performance and efficiency while still maintaining the life of floor cleaning machines.

BEFORE YOU BUY Before purchasing a new floor care machine, you should consider the following questions:

1. In what type of environment will the machine be used and what types of substrates are present there? 2. What types of cleaning chemicals and finishes are currently being used? 3. How frequently will the machine be used and what time of the day will it be used? 4. Who will operate the machine and what training material is available? 5. How will the expense of the machine be managed? Will it be purchased or leased?

INVESTING IN A BETTER MACHINE

operators know when they need to be changed. • Use speed-controlled solution dosing. A typical machine has a certain flow-rate and dispenses chemicals every minute or so regardless of the machine’s speed. However, you should look for a machine that accommodates for changes in speed during manoeuvres such as turning. Speed-controlled solution dosing eliminates chemical waste and reduces labour costs because operators don’t have to fill the machine’s tank as often. • Be intuitive.

Your organisation can overcome floor care challenges by investing in a more advanced floor care machine.

The machine should have automatic shut-offs so that if it is overloaded, safety mechanisms can protect it from being damaged.

The ideal machine will:

• Use an advanced squeegee.

• Be simple to use. This may mean it has icon-driven controls to overcome language barriers. It must provide easy-access to the recovery tank for proper cleaning. The machine should allow the operator to see the water level (solution). It shouldn’t be complicated for operators to switch out squeegees, brushes and floor pads to adjust for soil load or floor coatings. These tools should have wear indicators so that

Squeegees need to pick up the water and chemical dispensed onto floors to eliminate slip-and-fall accidents. Operators shouldn’t have to manually adjust the pressure that the squeegee has with the floor in order to account for changes in floor surfaces or angles. The squeegee should also be durable so that it doesn’t wear too quickly and need replacing. The squeegee should also have proper pick up to allow for water-only cleaning in light soil applications.

• Be designed with ergonomics in mind. The machine should reduce strain and pain for workers. For instance, workers shouldn’t have to reach under the machine to detach brushes and floor pads. Workers should also be able to adjust the machine to a comfortable without requiring them to take their hands off controls while in operation. • Have the capability to share machine tracking data. Optional machine tracking devices allow you to set a perimeter and receive alerts when the machine

leaves a predetermined area. You can also see which machines have low battery levels, whether the machine is being operated and whether it has had impact with a wall or other object. Once the right machine is in place, it’s important for your organisation to develop and implement a solid training program to ensure operators know how to prepare, operate and maintain the machine over time. Common floor care challenges such as costly labour and chemical waste can be eliminated with one simple step: investing in a better floor care machine. It’s helpful to understand

which features to look for in a machine and why these are so important. With a machine that’s better matched to tackle floor care issues, you can not only improve cleanliness in your facility, but enhance employee satisfaction and reduce labour, maintenance and chemical costs.  Diversey are the leading provider of smart, sustainable solutions for cleaning and hygiene. Through the integration of new technologyenabled services and systems, our solutions drive increased productivity, food safety and infection prevention to ultimately enhance the end-user experience. For more information, visit www.diversey.com.

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CARPET CARE

BY TENNANT AUSTRALIA

DEEP CLEANING CAN BE A HEADACHE! BUT WITH A TENNANT ReadySpace® CLEANER, YOU CAN HAVE CARPET THAT’S CLEAN, DRY AND READY FOR FOOT TRAFFIC IN UNDER 30 MINUTES.

pring cleaning season is well and truly upon us which means it’s the ideal time to treat your carpets to a ReadySpace® cleaning. This complete carpet solution features advanced, patented technology and includes optional wet/dry options Now you can achieve a faster, more effective clean more frequently, while maintaining a fresher, healthier environment and vastly minimising odours and moulds caused by excess water.

Tennant’s ReadySpace® deep cleaning machines use unique soil transfer rollers to grab dirt from carpet fibres and lift it into the machine. Sprayers rinse the soil from the rollers, not the carpet which is left dryer, cleaner and revitalised. The use of water and on-board HEPA filtration eliminates allergen emissions and the ergonomic design facilitates safe, quiet and efficient operation. With the increase in Workplace Health & Safety audits, it’s critical to utilise equipment and processes that keep

staff, cleaners and others safe from physical hazards and elements that can be detrimental to health. Plus, the enhanced productivity and cost savings delivered by these cuttingedge cleaners makes Tennant ReadySpace® the obvious choice. “Anything that reduces cleaning and drying time and returns a room to billable service faster is ‘money in the bank’.” Cameron McKean, National Account Manager, Distribution ANZ

Dry and ready for foot traffic in less than 30 minutes? Let us show you how with ReadySpace® Rapid Drying Carpet Cleaning • Reduce cost to clean with Tennant ReadySpace® innovation • Complete carpet care with high performance wet/dry vacuums and extractors • Maximise productivity with fit for purpose equipment • Maintain health and safety with certified technologies

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Brain Fitness

AND ITS IMPACT ON ORGANISATIONAL HEALTH BY DR. JENNY BROCKIS

Is your workplace healthy? Is it a place where policies and procedures are in place to ensure that the risk of physical injury is minimised? Is it a place that offers free lunchtime sessions on healthy nutrition, and discounted gym memberships? While all highly valuable, a healthy workplace is one that provides complete health, safety and well being for everyone that includes care of their physical, mental and brain health requirements.

WHY BRAIN FITNESS?

aving a healthy brain makes everything work better. Brain fitness is a relatively new concept in the business world and now is the perfect time to take advantage of this. We already have a far better understanding of what the human brain is potentially capable of, how it best likes to operate and what really works to boost performance. The statistics around levels of disengagement, burnout and mental health issues reflects the amount of pressure many people face today in juggling heavy workloads, high expectations and being available 24/7. This has led to a re-evaluation of what matters most to future business success and growth. Traditionally the approach has been to build profit through investment in technology and expertise. While still relevant, forward thinking business is now looking to invest in what is called their existing mental capital. A vast amount of time, effort and energy is invested in recruiting and retaining the best staff. It makes sense to ensure that every staff member is given the opportunity to work to their best capacity through developing a workplace culture based on shared values, beliefs and purpose. Cutting through the jargon, what this implies is that fundamentally business is

about people and the business of relationships. A workplace that is people focused, results in staff enjoying their work more, helps them retain a higher level of energy and enthusiasm, and builds confidence in their ability to do their work well. When people feel valued, respected and supported for the work they deliver, we contribute more and to a higher level. In a study published by the Society of Knowledge Economics in 2011 it was shown how in the highest performing workplaces, the key differences lay in how people behaved and interacted with each other, leading to a 12 % higher level of productivity and a profit margin three times higher than in the low performing workplaces. While happiness and better health can be difficult parameters to measure, the value of brain fitness shows up in lower staff turnover rates, reduced sick leave and improved profit margins. There are a number of ways organisations can quickly and easily incorporate some of the brain fitness principles:

1. REVIEW REPORTED FATIGUE LEVELS. Operating tired is a cognitive menace because it reduces concentration and is associated with higher rates

of human error, miscommunication and misunderstanding. When we have been awake for over 17 hours our ability to think has been reduced to the equivalent to operating with a blood alcohol level of 0.05%. Encouraging staff to not work extended hours consistently, helps keep everyone safe.

2. STAY ON THE MOVE. Prolonged sitting at our desks reduces blood flow to the brain and has been shown to boost anxiety levels. Exercise or increased physical activity during the workday has been shown to boost attention, lift mood and increase performance. Encouraging people to walk rather than take the elevator, or to stand while on the phone or in meetings has been shown to increase energy levels and productivity.

3. TAKE REGULAR BRAIN BREAKS. The human brain was designed to apply focus in chunks of time. Attempting to stay focused on worktasks for hours on end is cognitively exhausting and sets us up to make more mistakes and take longer to complete our work. By working in blocks of high focus time of 60-90 minutes and then taking a 10-15 minute break, we provide our brain the break it needs to consolidate thoughts

and learning and opens us up to more innovative thinking.

4. FIND YOUR THINKING SPACE. Overbusy brains find it harder to switch off leading to poor sleep patterns and increasing fatigue. Many people today report how hard it is to find the thinking space required to pause and reflect. Scheduling a 20-minute appointment with yourself

is a great way to start. This could be as simple as closing the office door with a do-not-disturb sign, a 20 minute interlude listening to a piece of your favourite music, a brief meditation or getting outside to a nearby green space. Organisational health is a must not a maybe for future potential business growth and success. Integrating brain fitness is the logical next step because

it provides the means to know how to lead, change and adapt in response to our rapidly changing environment, and create a brain healthy workplace that leads to high performance. ď Ž Dr. Jenny Brockis specialises in high performance thinking and brain health. She is a medical practitioner, speaker and best-selling author of Future Brain: The 12 Keys To Create Your Own High-Performance Brain (Wiley) www.drjennybrockis.com

A Five Star Reputation

BEGINS WITH A FIVE STAR HOUSEKEEPING SERVICE BY CHRIS DAVIS, RUBBERMAID COMMERCIAL PRODUCTS

Many things go into making a stay at a luxury hotel a five star experience for guests. Housekeeping is a hallmark of a hotel’s prestige and should not to be undervalued.

o earn the status of five stars, top class accommodation venues must invest in the best of everything. From high-end designer furnishings, quality fixtures and finishes, luxury bedding and décor, down to the last and smallest details, every corner of every room and public area needs to say ‘luxurious’. Having the best of everything isn’t about the bragging rights, or what guests see on the surface. Day after day, year after year, these investment decisions pay off. As any high-end hospitality professional knows, higher quality endures the demands of daily use, retaining the luxury look and simply lasting longer. Cutting corners with cheap quality is just not worth it in the long run. It’s the same with hotel housekeeping. A five star service also deserves the best, starting with most durable and high performance tools and equipment so staff can give thorough attention to every detail and be confident surfaces are hygienically-clean without needing extra ‘elbow grease’ or time. After all, cutting corners with cleaning and maintenance doesn’t just impact how well your five star finishes are presented. It can detract from the

guest’s experience and impact a hotel’s five-star reputation. Just consider the way an efficient and superior housekeeping service contributes to the luxury experience. The role of an executive housekeeper in a five star accommodation venue is certainly more than meets the eye. In a world of superbugs, the title of ‘public health and safety officer’ is an apt description for the housekeeper. Guests travelling from around the world, transferring from planes, taxis or boats can inadvertently provide transport for a host of foreign particles and microbes in their luggage, souvenirs or footwear. Maintaining the hygiene standards expected by the business professional or luxury traveller means every touchpoint and surface needs close scrutiny and attention. When time only allows a once-over rather than a 2 or 3-step process, the right cleaning tools and techniques makes a world of difference. In a fast-paced environment with high guest occupancy rates and turnover, cleaning time to prepare a room is always of the essence. Leaving people waiting for their room to be ready creates the wrong impression from

the start. When staff are rushing and really stretched, it could be a big ask to maintain the high standards. In an ideal world, there would be more staff, more time and less pressure – but most hotels don’t exist in this ideal world, and have limited capacity and resources. Choosing equipment that achieves superior cleaning results with less effort and time can significantly improve cleaning times and meet the discerning guest’s high expectations.

THE TRUE VALUE OF WORKPLACE HEALTH AND SAFETY Workplace Health and Safety is a high priority for the hospitality industry, especially for staff working with chemicals or performing manual labour-intensive tasks on a regular basis. It’s not simply something you can measure by workplace injury claims and compensation costs. Although these costs are certainly an important consideration in light of the fact that work-related injury and illness cost Australian employers, workers and the community over $61.8billion1 in a single year. A luxury hotel prides itself on creating a warm and inviting atmosphere, and

a complete clean without excess chemicals, water or scrubbing. The inherent composition of microfibre is designed to attract and trap foreign particles and dust amongst its fibres, meaning it lifts rather than just moves dust around while cleaning. This amazing magnetic-like dust-removing property of microfibre technology is the reason why water and chemical use is reduced or eliminated completely from the cleaning process.

FASTER CLEANING, BETTER PRODUCTIVITY, WITHOUT LOWERING FIVE STAR STANDARDS A five star hotel cannot afford to cut corners with cleaning. Getting the job done fast is important, but not if it comes at the cost of guests being disappointed or staff injuring themselves. With microfibre, surfaces can be covered by the one cloth in one application leaving the job done fast to the highest standard. it relies on healthy, happy staff to project this warmth to guests every day. When an employer creates a safe and healthy working environment for housekeeping staff it has a direct impact on their health, wellbeing, productivity and morale, so they can do their job with pride. Showing staff they are valued and their health and safety is important can be as simple as investing in making their jobs easier and safer – such as giving them the best equipment and tools for their job, training and development, and eliminating or minimising unsafe practices. Employees who know their job is valued are proud of their contribution to the overall success and reputation of the hotel.

REDUCING CHEMICAL USAGE WITH MICROFIBRE The big challenge for housekeeping is achieving optimal hygienic results without exposing staff to potentially excessive levels of hazardous cleaning chemicals. It’s a problem you can only smell or feel on bare skin, rather than see, so it’s hard to deal with effectively. A chemically-intensive cleaning

process often leaves behind a residual smell and film that is difficult to remove completely without excess water and wiping. When you add more water and elbow grease, staff end up lifting heavy buckets or developing severe repetitive strain injuries. Backs and shoulders are common injuries, while inhaling toxic fumes can cause headaches, eye irritations and other symptoms. The awareness of potential WHS risks associated chemical usage has led to a growing adoption of chemical-free or low-chemical cleaning methods using scientifically-engineered microfibre technology. The development of advanced microfibre cleaning technologies offers housekeeping staff a superior solution with the dual benefit of improved cleaning performance that effectively removes dirt particles, while also minimising the use of potential harmful chemicals. Dust, bacteria and other particles must be removed completely for a surface to be thoroughly and hygienically cleaned. A one-step application with a microfibre system allows for

This highly versatile microfibre product is suitable for any surface, for a wide variety of applications, wet or dry, including streak-free cleaning for mirrors, glass and stainless steel. A colour-coded system also speeds up the cleaning process – each area such as bedroom, bathroom, glass or appliance, has a dedicated coloured cloth designed for the application. Staff can quickly move from each task knowing they are using the right tool for the job. There is a lot that goes into making a luxury accommodation venue a five star experience for guests, and the quality of its housekeeping is often the hallmark of its five star prestige. Considering cleaning technology has evolved to be faster, healthier and higher performance, luxury hotels should not invest in anything but the best for its housekeeping service team. 

REFERENCES 1. http://www.safeworkaustralia.gov.au/sites/ SWA/about/Publications/Documents/940/costof-work-related-injury-and-disease-2012-13. docx.pdf

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Carla Rodas

PROFILE

The career path of Executive Housekeepers is always interesting and none more so than that of Carla Rodas who has been in the hospitality industry for over 28 years and the Executive Housekeeper at the Mercure Melbourne Treasury Gardens (formerly the Sheraton on Spring St) since 1992 –25 of those years.

arla left Angola, a Portuguese colony when she was just 17 as war broke out and went to live in Portugal where she had an uncle. She stayed in Portugal for 6 years doing both secretarial work and babysitting for friends. She met and married her husband in Portugal and they made the decision to emigrate to Australia for a better life as her husband already had a sister who lived here arriving here when she was 23. Carla studied English at night school and worked as a room attendant at the iconic Victoria Hotel for three years before being promoted to a floor supervisor. She left when she was pregnant but returned and stayed for another two years. When the Executive Housekeeper, Lenore McRoss resigned, the new owners approached Carla to take on the role of Executive Housekeeper which she declined choosing to train Lenore’s successor instead. At that time the Sheraton and the Victoria were both owned by Vista International. One year later, Carla became the Executive Housekeeper at the now Mercure Melbourne Treasury Gardens. In her years there, she has worked for approximately 8 General managers and overseen 4 hotel refurbishments – a rare achievement in the current mobile age.

Carla manages the upkeep of 164 rooms, 1 restaurant and bar and 5 function rooms as well as back of house areas and all uniforms and linen. She has a mix of casual, full time and part time staff with 2 night cleaners and 2 supervisors. Several of the experienced room attendants are self-checkers having been with the hotel for many years. Carla boasts that one of her staff is coming up for 40 years working as a room attendant now electing to work part-time. Carla describes her work philosophy as being tough but fair applying standards equally to all staff. She says she has developed her team over many years but still maintains the right balance between friendliness and the ability to distance herself when discipline is needed gaining respect through her leadership and transparency. She asks her staff to try to see if they can solve a problem first themselves before asking for help. Carla thrives on a challenge and has enjoyed the refurbishments she has been involved in taking the once old run down rooms to new and contemporary rooms that make cleaning easier achieving great satisfaction along the way. The biggest change and challenge Carla has seen during her career is that of increased technology

relinquishing old manual time sheets to online rostering and purchasing supplies on line instead of via a purchasing paper trail only meeting with suppliers when samples are needed. Carla went back to Angola 22 years after she first came here to visit her mother and sister who are still there. There is no internet or mobile phones yet in Angola so keeping in touch is not easy and life is still unstable there. In her free time, Carla enjoys music and dancing with her husband and friends but likes to watch any type of dancing. She also likes fashion and basically having fun. She will be sad to leave the hotel in 2 years as the building has recently been sold to be developed as apartments in the future but I am sure Carla will again build a new and loyal team wherever she moves to. 

Is that really clean?

4 COMMON HOUSEKEEPING CLEANING MYTHS

BY MURRAY MCDONALD, DIRECTOR OF DUPLEX CLEANING MACHINES

In the accommodation industry, presentation is paramount. First impressions are everything and guests are quick to make judgments about the “cleanliness” of their accommodation.

resentation and cleanliness go hand in hand. If a facility is pleasant on the eye, smells fresh, and linen and towels are changed regularly, then it can be easy for a manager to believe their facility is “clean”. Unfortunately, this isn’t the case, and this type of thinking can be deceiving and lead to the spread of bacteria and disease. Most housekeepers would agree that hygiene is essential to the daily operations of their business, but some are unaware that they may be using outdated cleaning methods. It is no longer industry best practice to use cleaning methods such as the “mop and bucket” or “spray and wipe”. These traditional methods are the ones that may provide the “presentation” but not the “cleanliness”. The reasons why these practices are now outdated is two-fold. Firstly, these methods can result in grime, dirt and bacteria to be “moved around” rather than picked up and removed from the surface. Secondly, these methods leave a lot of room for human cleaning error. It’s easy to miss key surfaces, corners and crevices when using a wipe down method. There are four common cleaning myths that are specific to the

accommodation industry. If left unsolved for a long period of time, it can have dramatic effects on your business and guests.

IF IT SMELLS “NICE” IT’S CLEAN The smell of a room does not relate to the cleanliness of the room. In reality, no smell usually means something is clean. A fragrance or perfume merely masks bad smells, and does not solve the original problem. For example, carpet crystals are a common masker of bacteria and grime. It’s essential you use a floor scrubber that agitates a floor surface to get deep within the fibres of a carpet or any hard floor surface. This will remove dirt and soil deep within the pores or fibres of the floor. This is where the smell is coming from and where bacteria are being harboured.

FRESH SHEETS EQUAL CLEAN BED Many housekeepers know the prevalence of bed bugs. Therefore, much attention is paid to the daily replacement of bed sheets and linen, and regular vacuuming of beds, but these processes will not eliminate bed bugs.

The eggs that are laid by bed bugs are extremely difficult to get rid of, and the only way to eliminate bed bugs and their eggs is through a high temperature cleaning method. Bed bugs are vulnerable to high heat. Steam vapour temperatures of +180 degrees Celsius will provide a deep clean, deodorise and kill bed bugs and their eggs.

VACUUMING WILL ENSURE A DEEP FLOOR CLEAN Traditional vacuuming is one of the main cleaning methods in which people use to clean their floors. Although floors may visually look clean post vacuum, vacuums merely produce a top surface clean rather than the necessary deep clean. Vacuuming will pick up surface dirt, when the actual odour causing grime, dirt and soil is deep down. Spots and spills should not be eliminated with just a traditional vacuum but rather through a 3 in 1 action of wash, scrub and dry. There are floor cleaners that provide this feature in one single pass.

BATHROOM PLUS CHEMICALS EQUALS DISINFECTION Bathrooms are typically cleaned by methods such as human scrubbing

and large amounts of chemicals. With a high number of visits and guests, this can lead to the build up body fats, hairs, bacteria from wounds and potential disease outbreaks. Bathrooms are one of the main rooms that can accumulate a large amount of unhygienic and unhealthy matter, putting the health of your guests and business reputation at risk. Manual scrubbing and chemicals alone won’t completely break down and dislodge matter and bacteria build up in pipes, drains and on surfaces. For example, a surface may “look” clean, but there is underlying bacteria,

soap scum and mould that could cause tinea. Today’s modern commercial cleaning processes that meet industry guidelines and standards involve steam cleaning, microfibre and investing in specifically designed machines. A method known as “steam vapour” is a superheated, dry and consistent steam cleaning process. A good steam vapour cleaning method will involve the vapour to be heated to a temperature of +180 degrees Celsius, and at this temperature, it kills all bacteria, and vaporisers all mould, grime and stain build up.

Steam vapour is normally used in conjunction with microfibre. Microfibre is a man made synthetic textile fibre usually made of very fine nylon or polyester fibre strands. Traditional cloths spread residue and dust around rather than pick it up. Microfibre has strong holding power, and is designed for thorough cleaning. There are cleaning machines designed to manoeuvre around critical surfaces in a bathroom as well. Toilet cleaning presents with many hard to reach areas, and there are machines today that are able to steam clean, detail clean and flush out hinges. 

Hospitality

IS NOT THE PUBLIC SERVICE BY STUART MULLINS, EXECUTIVE SEARCH INTERNATIONAL

One comment that comes up fairly regularly in my business is “I am looking for a good group that offers security.” If you wish to have security, join the Public Service.

HOSPITALITY IS NOT THE PUBLIC SERVICE

ecause one has worked for a major or minor hotel group for many years we sometimes believe we are “entitled” to transfer to a higher position, a better location BUT unless you are productive, efficient and constantly striving for better performance, better results, becoming a better manager, a better person. One is NOT ENTITLED at all to a better title, better position, nor location simply because one has stayed with one group for a considerable length of time. That’s not how it works nor should it. “Longevity does not equal productivity”. Stating to a recruiter “I have been with the same group for 15 years as I needed the security" is hardly a sound reason to stay with the group. There are many positive reasons to stay with your group apart from “I needed the security" OR “I cannot join a group that does not offer security" I and, I would say the Hotel Groups HR and Regional Managers are wanting to hear better reasons to stay with their respective groups. Or, Why do you want to marry me? “Well I need the security", NOT a good start to a happy marriage. Some managers do not realise they are in a career holding pattern, not realising it is time to move on. The saying: MOVE TO IMPROVE rings true. Sometimes we need a reminder, a push from life itself. Unfortunately or fortunately depending on how one thinks redundancy is not the end of the world. A lot of times later on the person realises it was the best thing that could have happened as it woke them up. This has happened to a lot of us. Redundancy or being let go is not the end of the world it is the beginning. It shook the tree. It shook us out of our complacency. It woke us up from the security slumber. Things change and so should we. Life is constant movement, change, embrace it. Do not embrace security, it is an illusion. Embrace your abilities. Embrace you. When one is regularly overlooked for GM or Resident Manager, EAM, Exec Chef role and the like or sent to locations not many wish to go to, it may be time to move on. DO NOT hold onto the notion of security. HR will move the best GMs to the best locations and best properties,

that’s life and we all can’t be first division players BUT we can always give our best. Realise that the quest for security does not bring with it productivity nor lift your energy levels nor your drive nor does it inspire. And it shows, you may not see it but your peers do. As recruiters we understand that family comes into this but with a dad or mum coming home with an unhappy look on their face as working at the same hotel for years for “family security" reasons doesn’t make the family happy, Happy Dad and Mum equals happy family. If you have to stay in one city due to schooling then keep improving, learning and striving and overall be happy in what you do. Striving for security doesn’t make you happy. Kids overall want happy parents and not listening to the goings on at work that make you annoyed and the kids unhappy. As John Lennon once said:

“When I was 5 years old, my mother always told me that happiness was the key to life. When I went to school, they asked me what I wanted to be when I grew up. I wrote down ‘happy’. They told me I didn’t understand the assignment, and I told them they didn’t understand life.” Some candidates state “For me to move I must stay with the majors" when asked why and why not just stay with quality. Again they believe in and are looking for security, not realising security comes with the internal thinking and overall perceived ability and belief in that ability from the candidate. Not which group you are with. What you believe you will see. A Head of HR does not want to hear, after asking this question, “what interests you overall in our group”, one answers “the security". You can count on the meeting as over. Many have moved to smaller groups or independents and moved from these to the majors and back again and their

respective careers have sky rocketed. Taking the road less travelled isn’t a bad road at all. The other one I’ll bring up is security in location. A General Manager in South East Queensland recently interviewed a senior Chef for the senior role. Asking why she is interested in this role the reply was: “It is based on the Gold Coast Surfers Paradise”. So basically they were not interested in the Hotel nor the company, they were only interested in the “Lifestyle location”. We also get this with locations like Singapore, KL and Phuket to name a few the: “Life style” choices, not career choices and with life style choices we end up with a 9 to 5 mentality which doesn’t bode well for the guest experience. You are in this industry, this business for a career or should be, because if you are not, the service to the guest, the guest experience will undoubtedly suffer.

And sometimes when a player is floundering after several years with one club, they are released and then how many times have we seen the player experience a new lease on life. New energy and drive with a new football club We see this in football and other sports a lot of the time and we see this is hospitality. When the student is ready the teacher appears. So do not hold on to security for security sake, it will not make you happy nor more productive and won’t help you manage people better. Strive to improve, through learning new things, through developing as a person, then the world will open up to you. There is a big, interesting exciting world out there getting better all the time BUT... Your can choose freedom OR security, choose the latter, you will get neither. 

The biggest mistake that you can make is to believe that you are working for somebody else. Job security is gone. The driving force of a career must come from the individual. Remember: Jobs are owned by the company, you own your career!

Earl Nightingale

When one is looking to move, move to improve. Keep the continuity in the CV and keep the quality whether an independent property, small group or large group. It doesn’t matter, as a recruiter is looking for this. Not hanging your hat on that you spent the last 15 to 20 years in one hotel group in only one or two locations. We are not happy with job hoppers but also not overly enamoured with security hunters. Quality Groups or Hotels does not necessarily mean high end 5 star, it can be Holiday Inns, Mecure’s, Nikko’s, Best Westerns etc., quality can take many forms. Whoever you work for be happy and perform well in what you do and everything will look after itself. Not all of us are destined to run the IHG, Four Seasons, Kempinski, Howard Jonson, Wyndham, Oakwood, Tune Groups and the like. It’s rather like the English Premier league. Not all have the skills, drive and complete 24/7 commitment to play for Manchester City, Liverpool, MU or the mighty Chelsea, these are your COO’s and their backgrounds have a few different hotel brands experience under their belts. And I would say MBAs and more. There are many great and very capable football players in 1st 2nd and 3rd division and without these players, the ones that give it their best, the whole premier league fails. After all, you are there to please the fans... the guests so play your best all the time.

Artificial Intelligence: COMING TO A HOTEL ROOM NEAR YOU

BY BRENDON GRANGER

In recent years, the potential of artificial intelligence (AI) has become a major point of intrigue in the travel sector. Right now, travel brands are using AI to power a new generation of chatbots that can communicate with customers and handle requests through text-based “conversations”.

ut chatbots represent a stepping stone towards something much bigger.

In the future, hotels will begin to use AI in far more dynamic ways, including within the hotel room itself. Soon enough, guests may be able to control devices and make requests entirely through an in-room voicecontrolled device. It’s a scenario that might not be so very far away. AI assistants such as Google Home and Amazon Echo are already being used by consumers to play music, receive news and weather updates, shop online, and more. AI no longer exists in some far-flung future. It’s here now, and it’s advancing quickly. With that in mind, here are a few ways AI might be used in the hotel rooms of the future.

CONTROLLING IN-ROOM TECH The technology needed to control every device in a room purely through voice is already being used. Just recently, Aloft Hotels debuted their voice-activated rooms to enable guests to change the temperature, adjust the lighting, and turn on the TV using an Aloft App and iPad linked to Apple's Homekit and Siri. But while controlling devices in this way is undoubtedly a useful and interesting perk, the true potential of combining in-room tech with AI lies in the possibility that a room can learn about preferences and remove the need for interaction altogether. For instance, Starwood Hotels (the owners of Aloft) are experimenting with ways a room can “pay attention” to

preferences so that things like favourite TV channels and temperature settings can be made instantly available. This kind of experimentation could pave the way for a new generation of “smart” rooms that observe preferences and tailor devices to meet the unique needs of every person.

ORDERING HOTEL SERVICES While chatbots provide a fast way to order services and make requests, an AI assistant would make this process even easier. Instead of being fixed to their smartphone, a guest could ask for more towels, request room service, or make a reservation at the hotel restaurant – all while getting on with other things. It would also be possible to make requests and receive tailored recommendations. After a long flight, a weary guest might want to book a spa treatment to help unwind and relax. Instead of listing every possible treatment, an AI assistant would be able to suggest the most suitable options to help with jet lag. By monitoring booking history and enquiries during a day, hotel staff would also be able to access that data in the future. For instance, if a guest had asked for extra pillows or requested that specific drinks be topped up in their minibar, hotel staff would be able to prepare a room accordingly to meet those needs ahead of time.

ACTING AS A LOCAL GUIDE AI would also act as the ultimate destination guide, acting as an invaluable resource on local sights, landmarks, and attractions.

Asking a question like, “Where can I get a great cappuccino?” or “What beaches in the area are great for families?” could result in a tailored recommendation based on information sourced from review sites, travel blogs, tweets, and Facebook posts. A guest might also ask to be updated about upcoming events of personal interest such as music festivals, gourmet food markets, art exhibitions and theatre productions. Coordinating travel plans and bookings would also be possible during the same interaction. For instance, after finding out about a great restaurant across town, an in-room assistant could then reserve a table, send the restaurant directions to a person’s smartphone, and book an Uber to pick them up.

PROVIDING INFORMATION ON THE HOTEL All the practical details about a hotel’s amenities and services are typically available in a series of printed documents. But a hotel room of the future would remove the need to manually check for relevant information. A guest could simply ‘ask’ their room a question such as, “When does the pool open?” or “Does the gym have a cross-trainer?” When asking about the hotel restaurant menu, a guest might also request tips on recommended dishes that match their tastes, or even pairing suggestions from the hotel wine list. If information about particular amenities or services was repeatedly requested, an AI assistant could identify these as preferences and make relevant suggestions about other services that might also be appealing.

TRAVEL ASSISTANCE Checking out of a hotel can sometimes be a pretty hectic experience, especially when there’s an early flight involved. But assistants such as Google Home can already remove a lot of the stress associated with travel. Along with checking the status of flights, Google Home can set an alarm, call an Uber, and provide real-time traffic data – all of which means a person can reach a destination on time with minimum hassle. Clearly, this kind of service would be of major benefit to hotel guests. In addition to easier planning and arranging transport, they could ask their in-room device to have front desk come and collect their luggage, or bring their car around for collection. Smoothing out the checkout process ultimately means that a guest would leave the hotel feeling both positive and relaxed.

THE FUTURE OF GUEST EXPERIENCE AI has advanced rapidly in recent years and hotels have an opportunity to use it in a number of game-changing ways. Soon enough, a person may check into a hotel room and use an AI assistant to order room service, turn on the TV, book a massage treatment, and plan their latest trip. Not only can AI provide a more personalised experience, it can free up hotel staff from dealing with requests that don’t always require personal interaction. While it’s still early days, it’s clear that this technology will play an increasingly central role in hospitality. By at least considering its potential now, hotels can begin to prepare themselves for a time when it becomes increasingly central to the guest experience. 

ABOUT THE AUTHOR With a great passion for all things hotels, but in particular technology and a desire to help others his role as director at Technology4Hotels allows him to do both. Brendon has worked with hundreds of hotels to help them with their in-room technology. In the last few years he has helped them to increase guest satisfaction, strengthen guest loyalty and encourage repeat bookings as well as win awards such as the best business hotel, best city hotel, best upscale hotel and best luxury hotel in Australasia. Always going the extra mile, Brendon began his hospitality career over twenty five years ago working in 5 star hotels whilst completing his Bachelor of Business in Hotel Management. He has held various management positions within 5 star hotels, worked as a consultant in both hotel feasibility and technology and has an extensive background in hotel technology.

Permission

to Lead

BY RALPH PETERSON

“

Did she just pull apart that linen cart and then leave,” I said. The laundry worker looked over and nodded. “They always do,” she said. “You let them do that?” “No. I don’t let them.” She looked exasperated. “They just do it.” “I would have blocked the door if I were you,” I said. She laughed. “I’m serious. I wouldn’t have let her leave without cleaning up that mess.” “No one listens to me,” she said throwing up her hands. “I’m not in charge of anyone.” “No?” I said. “Nope.” “Hmmm,” I said and looked around the rest of the laundry room. Despite being in the basement of a nursing home, the room had large windows and lots of sun. Most of the room was very neat and organised. Except for the place by the door where the resident’s personal laundry, Hoyer slings (used by nurses to lift residents) and pillows were kept. “She’s right; they don’t listen to us.” It was another laundry worker. She was in the back room, but had apparently heard our entire conversation and came out. “Do they not have enough linen up on the floors,” I said. “They’re not after linen. They’re after slings,” she said. I nodded. “Or personal laundry.” “Do you deliver slings?” “No, because then they would just make a mess of them up on the units.”

“Plus, we only wash them. We don’t dry them,” the first laundry worker chimed in. “We hang them all to dry.” I watched them talk in tandem. As if they have told and retold this same story a million times. “It is what it is,” one of them said and they both resumed folding linen. I watched them, and then looked back at the mess of personal laundry and slings and pillows in the corner. I’m sure they have spoken up. Have tried to get people to pick up after themselves when they come into the laundry room. They’ve probably complained a thousand times. But when you speak up and no one listens… I can see why you start to let it go. You stop complaining and instead adopt an attitude. “It is what it is,” they say. Which roughly translates to, “if they don’t care, then why should I?” – Soon, no one cares, no one picks up after themselves and instead of having a neat and tidy laundry room where you can actually find something when you need it, the room is a mess. “Okay,” I said, interrupting them. “Let’s try this. I’m going to give you ladies two options.” They both looked at me. “Are you ready?” They nodded slowly; unsure. “One, I am going to give you permission to speak up; you can yell, block the door, and refuse to let anyone in, who isn’t going to pick up after themselves…” I think they both rolled their eyes at me at the same time, which made me laugh. “Or,” I said dragging the word out. “You can pick up after everyone who walks in here and pulls things apart.” They both start shaking their heads instantly. “Those are your choices” I said. I looked at one and then the other, a

little devilish grin on my face. They wanted to protest. To argue. I raised my hand to stop them. “The one option that I did not give you, the one option you do not have, is to leave the room a mess like this.” I gestured toward the pile of clothes. “You don’t have that option.” They both wanted to respond, but neither of them knew

exactly what to say at that moment. They looked at each other and then back at me. I walked over and pointed at where the personal laundry and slings and pillows were kept in a huge pile, spilling onto the floor in the corner. “This is not acceptable,” I said pointing. There’s resident personal laundry on the floor. Clothes are wrinkled. There are slings, and positioning pillows and wedges, and blankets… I mean; look at all of this stuff.” “Yeah but we just told you. We can’t stop the nurses from coming in here

and tearing that apart. They don’t care what we say. We’ve complained a million times.” I nodded. “I understand. I really do. But let me say this. This is your laundry room. You two are in charge here.” They weren’t buying it but I continued anyway. “And being “your” laundry room, means, you are responsible for it. The first thing you have to do is to clean up this mess. Some of that personal laundry needs to be rewashed. Then it all needs to be hung on a rack. The positioning pillows and wedges, should be put somewhere by themselves and the slings… why don’t you them up by their size? Make it is easier for nursing to find the size they are after.” They hadn’t thought of that and nodded.

“We need to have this cleaned up today,” I said. “After that, remember, you have two choices. You can make people pick up after themselves; which I give you permission to do, or you can clean up after everyone who walks in here. It’s your choice.” I nod at each one, trying to get a nod in return. “Leaving the laundry room a mess,” I said shaking my head from side to side. “No longer an option. Got it?” “Got it,” they said and I could tell they wanted to roll their eyes again. I didn’t wait for it. 

ABOUT THE AUTHOR – Ralph Peterson is Professional Speaker, Internationally Syndicated Columnist and Author of the books, Adventures in Dietland: How to Win at the Game of Dieting from Former Fat Guy & Managing When No One Wants to Work, (FourNineteen Press, 2017-2014). Additionally, Ralph is a management training and development consultant that specialises in building Five-Star Leadership Teams in Health Care. Contact him at Ralph@RalphPeterson.com (Twitter: @ralphpeterson08).

Toxic chemicals and all-natural solutions:

WHAT’S GOOD AND WHAT WORKS BY EMMA BERTHOLD, GECA

Are your cleaning products “chemical-free”? Or “all-natural”? These phrases sound appealing, but they’re also misleading.

or most people, “chemicals” are hazardous, unnatural, harmful substances that should be avoided wherever possible. They are viewed with suspicion and distaste – who knows what might happen to your health if you clean with something brimming with all sorts of nasty chemicals? It’s better to go for all-natural solutions instead, because if it’s “natural”, it must be good. “Chemical” is a word that is frequently misunderstood and misused, by hospitality and cleaning industry professionals and laypeople alike. After all, a “chemical” is any distinct compound or substance. While it is more commonly used to refer to artificially produced or refined substances, it is nevertheless scientifically correct to refer to plain old water as a chemical. By this definition, everything is made of chemicals! However, much to the dismay of chemists everywhere, the term has been given a new meaning. Marketers have been quick to take advantage of consumers’ perceptions that chemicals are nasty things and reinforce this idea even further, such that these negative associations now speak far more loudly than the

true meaning of the term. Language is constantly shifting and evolving, for better or for worse. It can be convenient to exploit these semantic shifts when the majority of the population hears one thing while scientists hear something else – but perpetuating these misconceptions is unhelpful when original meaning is lost. It is still worth noting that this fear of ‘chemicals’ isn’t entirely misplaced. It’s probably fair to say that artificially produced substances are more likely to be harmful compared to naturally occurring substances, especially if we know nothing about them or how they might react with our bodies or the environment. A growing number of individuals experience genuine pain as a result of coming into contact with particular harmful substances, often without knowing the precise cause of their suffering. This alone is enough to make anyone suspicious of

unknown substances, particularly in the case of the cleaning and personal care products they may encounter in a hotel or motel. Their experiences are valid and cannot be dismissed, even without a proven direct causal link. The answer for many people is to turn to “all-natural” solutions. After all, if it’s natural, it must be good, right? Natural products won’t cause undue harm to the environment or nasty allergic reactions, or trigger other dangerous health effects. “Natural” represents the preferable second half of the dichotomy, at least as far as health and safety is concerned. And yet, even a cursory glance at the diversity of what we find in the natural world demonstrates that, in many cases, natural definitely isn’t good – at least, not for humans. A blue-ringed octopus, for example, is a beautiful creature that can easily kill a human thanks to an entirely natural

toxic compound. Eucalyptus oil is a naturally-occurring compound that can be of great medicinal benefit or cause severe poisoning depending on its use. Even a certified organic apple will contain naturally-occurring poisonous cyanide inside its seeds. For any substance, natural or otherwise, what matters most is how the substance is used, and how much of it is involved. This is where chemical classification systems, such as the Globally Harmonized System (GHS), come into play. By studying and classifying chemicals based on their unique properties, we can know (or reasonably predict) whether a substance will be harmful to the environment or human health, and how it is likely to interact with other substances. This information is contained in the Safety Data Sheet (SDS) for a product, which can be used to inform and communicate

whether there are any hazards associated with using the product. Of course, for those unfamiliar with chemical terminology, reading an SDS may be a challenging task – and that’s assuming someone is able to access the document in the first place. Will the average buyer staring at a variety of cleaning or personal care products be willing (or able) to take the time to investigate every substance it contains? Third-party certification systems, such as the GECA ecolabel, can help product manufacturers communicate to potential buyers that their product has a low environmental impact and is safe from a human health perspective, eliminating any confusion or questionable marketing.

effective compared to their traditional counterparts. GECA certification is proof that a product has been tested and found to be effective at getting the job done. With certified products ranging all the way from conventional cleaning solutions to aqueous ozone units, it’s clear that “natural” does not mean “ineffective” – and that a product full of “chemicals” need not be feared, either. 

The GECA ecolabel also communicates that a product has been deemed “fit for purpose”. A common criticism of “all-natural” products is that they are less

How safe is your cleaner?

IT’S TIME TO RAISE THE BENCHMARK! BY LUKE FOX, DIRECTOR OF CLEANING SAFETY CARD

When was the last time you as a hotel or motel manager asked, ‘How safe is my cleaner?”

he cleaning sector is one of the most hazardous industries, in company with mining and construction. Safe Work Australia states that commercial cleaners between 2011-2012 made an average of more than five injury claims daily. The stats are alarming, and what’s more alarming is that there are no regulations in place to reduce this rate. With more than 270,000 cleaners in Australia, it is time for us to look at how we can collectively raise the benchmark of our industry, increasing our cleaners’ safety – preventing the common slip, trip or fall which can have long-term consequences – while ensuring quality and cost efficiency in all practice. I have worked in the cleaning industry for 23 years and in a family business with more than 40 years’ experience. I know too well of the dangers, plus, as a cleaning business owner myself, I know how injuries or lack of compliance can affect an individual contractor or a business as a whole. But what if there was a solution, a solution giving you peace of mind that your cleaners are equipped with basic industry best practice training? Or that the company you contracted proudly promoted they only employed certified cleaners? It would be a win for all, ensuring each job would be completed efficiently and consistently, with the opportunity for financial gain through the potential of reduced insurance premiums should the rate of injury claims drop as a result of the training. The cleaning industry has been good to my family and me, and I’m passionate about how I can drive diligence across the industry. The Cleaning Safety Card, otherwise known as an “Orange Card” is an effective way of doing just that, ensuring our cleaners are certified to do their job correctly, while improving safety for themselves and others.

Your cleaners are integral to your business, but they are also at risk You know how important your cleaners are to your business, whether they are sourced from an external company or employed internally. They ensure you can have a high turnover of guests with a room’s cleanliness being a major contributor to return bookings or recommendations. But your valuable cleaners are at risk of injury if they do not have the appropriate qualifications. In a large hotel your cleaners work to many time pressures, usually conducting monotonous, repetitive movements when cleaning multiple rooms in one shift. In smaller-sized

properties, such as a regional motel, cleaning might just be one of the employee’s roles among other responsibilities such as cooking or working on reception. The most common injury in the hospitality sector is from repetitive strain from activities such as making beds, cleaning under sofas, or from accidents when going into ‘auto-pilot’ mode and losing focus. When inducting new cleaners to a site, management often employs the ‘buddy system’. This can be effective depending on the experience of the existing cleaner, however, more often than not, the trainee might only be taught what is specifically needed for the site. This doesn’t provide them with the ability to identify risks, how to overcome new challenges or basic industry best practice on how to appropriately handle chemicals, work with colour coding or warm up the required muscles.

A SAFE CLEANER IS A BETTER CLEANER The cleaning industry is currently not regulated and desperately needs an accessible training program to place cleaners on a level playing field, no matter their background. While protecting and benefitting the cleaner, the card is also essential in making it easier for you as a hotel or motel owner or manager to identify who is right for the job. I believe the Cleaning Safety Card is a game changer, and necessary for both new cleaners, while also being a refresher or helping to increase the knowledge of those who have been in the industry for years. If you don’t know the answer to ‘how safe is your cleaner’, start by asking your cleaner if they have completed the Cleaning Safety Card. If they haven’t, send them directly to www.cleaningsafetycard.com.au. The online course takes under an hour to complete and costs $44 for a 12-month certification. Hotel or motel cleaners should complete the Commercial Cleaning course (a Domestic Course is also offered) to be guided through a variety of modules appropriate to their role. Upon successful completion the participant will receive an “Orange Card” with photo identification recognising their certification.  Any questions please email info@cleaningsafetycard.com.au. We also welcome franchise cleaning company enquiries.

What’s that Film?

BY MARC FERGUSON, INTERNATIONAL BUSINESS DEVELOPMENT MANAGER, KAIVAC,

Just when many housekeepers thought they knew just about everything there was to know about germs and bacteria, along comes biofilm. What, you don’t know what biofilm is? Join the club.

hat I’ve uncovered is that biofilm is not new; we are just hearing more about it in the past couple of years. It was discovered by Antoine van Leeuwenhoek, a Dutch “weekend” scientists. In those days, there was not a lot of money to be made in science, so many hyper-inquisitive people had regular day jobs. On the weekends,

they “played” scientist with their microscopes. However one weekend back in 1684, Antoine knew he had stumbled onto something big and reported it to the Royal Society of London. What he reported was a vast accumulation of microorganisms on dental plague. "The number of these animalcules (an ancient term to describe

microorganism) from a man's teeth are so many that I believe they exceed the number of men in a kingdom.” Well, he was right. Biofilms are a collection of thousands, even millions of bacteria growing together under a small film-like substance. The film surrounding them is made from secretions from the bacteria.

It protects them, providing a shielding effect. And this shielding effect is pretty powerful. In fact, scientists believe it can be as much as 1,000 times harder to eliminate bacteria if it is living in biofilm. Worse, the secretions not only protect the bacteria, the film creates a powerful adhesive, making biofilm very hard to remove from most surfaces using traditional cleaning methods. While it can be destroyed with high heat, hoteliers and housekeepers should know that biofilms can withstand freezing temperatures. So much so, that they can and do grow in ice machines found throughout a hotel. If they contaminate ice, hotel and restaurant guests may get sick. (See Sidebar: How To Remove Biofilm From Ice Machines) But more frequently, biofilms latch onto floors, counters, fixtures, and a variety of commonly touched and often damp surfaces found in a hotel property. And another thing we need to know is that it loves mops. Used mops tend to be moist, soiled, and contaminated. The perfect setting for bacteria and biofilm to grow. (See Sidebar: Help, There’s Biofilm in My Potato)

HOW TO REMOVE BIOFILM FROM SURFACES We already mentioned it can be tough to remove biofilm once it is on a surface, but we must emphasise, it is imperative that it be removed. “Researchers have estimated that 60-80 percent of microbial infections in the body are caused by bacteria growing as a biofilm, as opposed to planktonic (free-floating) bacteria,” reports the Autoimmunity Research Foundation. Frequently Listeria, a form of bacteria that can cause severe food poisoning, collects in biofilm. Over the years, many restaurants and food service facilities around the world have been forced to close due to a listeria outbreak. No restaurant or hotel manager or housekeeper wants this to happen in their property.

When it comes to removing biofilm, traditional spray-and-wipe cleaning or floor mopping is not always effective. It lacks the necessary agitation required to remove biofilm from a floor or surface. Plus, if biofilm is on the mop, there is always the possibility it can become detached from the mop and spread to the floor surface. While cleaning detergents will help dissolve and loosen germs and bacteria from surfaces, including biofilm, they may not be as effective as we need. This is because considerable dwell time is required for the cleaning solutions to penetrate and dissolve the protective shield and adhesiveness of the biofilm. We typically do not allow enough dwell time for this to happen. What can be surprisingly effective, however, is some form of highpressure cleaning system using water or a combination of water and cleaning solutions and disinfectants. About a decade ago, Dr. Michael Berry, author of the book, Protecting The Built Environment: Cleaning for Health,1 who went on to become an icon in the professional cleaning industry, coined a term referring to just such a high-pressure cleaning system: high-flow extraction. “High-flow extraction,” also known as “high-flow hard surface extraction,” refers to using a machine that allows the operator to remove all liquids and contaminants from floor and other surfaces with the system’s built-in wet vacuum. The high-flow hard surface extraction process creates a liquid current that transports unwanted matter into a recovery/contamination holding tank where it is contained and quarantined. Today we know this as no-touch cleaning.

STEPS IN THE PROCESS Let’s assume that biofilm has been detected on lower walls and floors in a food service area of a hotel. Our job is to remove it. The first step in the cleaning process is self-protection. Housekeepers

and cleaning professionals should wear both gloves and goggles before beginning any biofilm cleaning activities. And because we will be using high-pressure water in a kitchen, it is a good idea to wear shoe protection that also provides enough traction to prevent a slip and fall. Remove all mats from the floor surface and remove all cabinets, boxes, and related items from floors and near walls. Thoroughly sweep the surface to remove solid debris. Then, using a no-touch cleaning system, start at the far end of the kitchen area and, walking backward, apply cleaning solution to the lower walls and the floor surface. Return to the far end, and now pressure rinse the same areas with the machine. The cleaning solution has helped soften the biofilm, making it easier for the high pressure to remove it.

HOW TO REMOVE BIOFILM FROM ICE MACHINES Many hotel administrators believe that by running the cleaning cycle on an ice maker it will keep the machine biofilm free. Unfortunately, this may not help, especially if biofilm has already developed. The most effective way to remove biofilm from an ice machine is to call in a professional service to clean the machine. If the machine has not been used in a while, this service should be performed before the machine is put into use.

At this point, we use the machine’s built-in vacuum to collect the moisture. Because biofilm is a collection of some very harmful bacteria, we should follow this step by cleaning the same areas with a broad-spectrum disinfectant, using the same steps just mentioned. By removing soils and contaminants first, the disinfectant can work more effectively.

PREVENTING THE GROWTH OF BIOFILM With the biofilm removed, our primary goal is to avoid the growth of biofilm. Prevention is key for several reasons. First of all, we don’t want biofilm growing in our hotels at all. The risk of disease is simply too high. Second, we need to be careful not to use disinfectants too often. There is now evidence that just as we are becoming immune to certain types of antibiotics, bacteria are becoming resistant to certain types of disinfectants. “To prevent biofilm formation, surfaces have to be cleaned more frequently,” according to Dr. Karen Vickery, from Macquarie University in Sydney, Australia. While the good doctor also says this requires “more elbow grease” performed more frequently, the high-pressure cleaning process just discussed should do the job. This should provide the “elbow grease” necessary to agitate, break down, and remove the biofilm, while minimising the use of disinfectants as well.  Marc Ferguson is the International Business Development Manager for Kaivac, developers of the No-Touch Cleaning® system and the OmniFlex™ Crossover Cleaning system. He can be reached via his company website, www.kaivac-emea.com, email office@kaivac-emea.com, or call +43 6216 4524 15. 1. Published by Tricomm Twenty First Press, February 1, 1994

HELP, THERE’S BIOFILM IN MY POTATO Biofilm can grow on all types of stored food items such as potatoes, vegetables, grains, etc. This causes spoilage, which contaminates food. In most cases and to be safe, hotel foodservice operators should toss out food, for instance bags of potatoes, even when just small amounts of biofilm are detected.

Oxyzone S10 Silver Hospitality An environmentally-friendly, chemical free, high-tech housekeeping aid for busy hospitality providers. Modern and stylish in design, the S10 Silver Hospitality all stainless steel construction with microcomputer technology is the ideal ozone unit for any hotel, motel or function centre.

The S10 Silver Hospitality is perfect for use by cleaning staff in hotel rooms or resorts Quick and Easy Operation Simply select the run time you want and press run. The ozone generator operates until the time is complete and waits for you to move it to the next room and press run again. It remembers the last setting, it’s that simple. Electrically safe and compliant with Australian wiring and emission (Ctick) standards, this generator is fitted with a cover safety interlock for your added protection. All features are built in so there are no additional costs.

The simple press and walk away countdown operation is perfect for use by cleaning staff in hotel rooms or resorts.

Perfect for many applications: • Motel Rooms & Cabins - Remove unpleasant odours and sanitise the room. • Function Areas - Remove unpleasant odours. Remove odours from drying carpets, freshly painted rooms, covered rubbish areas and from rooms that have been subject to trauma or sickness.

100% Australian Made and Manufactured Oxyzone products are designed and manufactured in Australia to comply with electrical and safety standards. Our service personnel and our spare parts are also in Australia.

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ENVIRONMENTAL ASPECTS BY DR DENIS BOULAIS, NATIONAL RISK MANAGER (BROADLEX SERVICES PTY LTD)

This article covers the environmental aspects and impacts register which I believe is the heart of the AS/NZS ISO 14001 standard for Environmental Management Systems. Many experts agree that identifying the environmental aspects and impacts of an organisation is the cornerstone of effective and efficient system implementation and continuous improvement within an environmental management system.

he ISO 14001 defines an environmental aspect as any “element of an organisations activities or products or services that interacts or can interact with the environment”. The relationship between environmental aspects and impacts is basically a cause and effect one. An environmental aspect refers to an element of an organisations activity, service or product which can have an adverse or beneficial impact upon the environment. In order to identify environmental aspects one needs to study how ones organisations activities, products and/or services affect the environment. Some general examples of environmental aspects include noise, emissions, discharges and reuse and consumption of materials. Within the cleaning industry this may include for example, consumption of water, generation of noise and storage of chemicals. An environmental impact refers to the change that occurs within the environment as a result of the aspect. These may include consumption of natural resources, disturbance to the surrounding environment with risk to health or contamination of air, water and soil. Take the simple example of washing a car, the environmental aspects are

Sample Aspects and Impacts Register Activity

Aspect

Impact

Diluting chemicals.

Consumption of water.

Consumption of natural resources.

Outside blowing.

Generation of noise.

Disturbance to the surrounding environment.

Storage of chemicals.

Stored chemicals potential for leakage or spill.

Risk to health and contamination of air, water and soil.

Washing a car.

Cleaning agent in waste water.

Potential water pollution.

Consumption of water.

Consumption of natural resources.

cleaning agent in the waste water and use of water, the impacts shall be potential water pollution and impact to natural resources. The reasons for adopting the AS/ NZS ISO 14001 range from consumer pressure and compliance to the cost saving resulting from a potentially healthier environment. For example the use of more non-hazardous chemicals may result in reduced injuries etc. Hence it is very important that an organisation identifies and lists its environmental aspects which is the base of the environmental aspects and impacts register. In a nutshell, I recommend any organisation work towards external certification to the AS/NZS ISO 14001 as it essentially advises an organisation how to:

• Establish an effective disciplined system for achieving developed environmental objectives that adhere to relevant regulatory and legislative requirements. • Perform effectively and efficiently according to its policies and procedures. • Audit the system, ensuring a high level of compliance leading to continuous improvement. Some very positive outcomes of the implementation of an environmental management system are: • Legal compliance. • Employee motivation and cultural improvement. • Documented environmental performance. • Reduction of risk.

In my examination of the literature, three points are continually highlighted: Point One: The importance of establishing an environmental management policy that addresses the relevant impacts of the organisation. An environmental management policy is the base feature of any environmental management system. In establishing an effective and suitable environmental management policy an organisation must be aware of its significant aspects. For example, aspects are vital in determining which employees should get additional training where all such training and procedures should be documented. Environmental aspects are also the starting point when establishing environmental performance indicators (EPI’s), which ultimately assist the organisation in evaluating its environmental performance. In order to best gain employee “buy in”, it is important that the policy truly addresses the actual organisational situation. Consultation in policy development may assist with employee acceptance of the policy and increase employee motivation to achieve policy objectives.

Point Two: Development of an environmental aspects and impacts register where quantitative material flows are focused upon. In one cleaning organisation it was identified that they use 150 different chemicals. This is very difficult to manage in stock and also difficult to comply with correct storage and handling requirements. An inventory analysis reduced the number to 30 chemicals, which reduced risk, increased storage room, and saved loss of money due to unused chemicals being disposed over time. Point Three: The advantages of competency based training. Training is a cornerstone in any risk management process and environmental management is no exception. People remember 10% of what they hear, 51% of what they see and hear, and 92% of what they see, hear and become involved in. Hence the concept of competency based training is most important to ensure that trainees truly understand what is being taught and can effectively apply the training where required. In conclusion, I was once advised by an environmental auditor that where an environmental management system is of high quality then management should not have any issues answering the following questions.

• Explain the objectives of your environmental policy – what is your policy? • How do you essentially determine the environmental effects resulting from your organisations activities? • How do you ensure that your organisation complies with relevant environmental legislation? • How do you ensure that your organisation is kept up to date with existing and new environmental legislation? • How does your pollution prevention program actually work? • How do you ensure the most practicable and effective technology is available to avoid or reduce the impact of environmental effects? • Does your management direction and budget include environmental needs and responsibilities? • How do you ensure your employees are trained in relation to their environmental responsibilities? • How do you ensure that your organisation is adequately informed about environmental effects? On a final note it is important to focus closely upon your environmental aspects and impacts register as a key document within your AS/NZS ISO 14001 Environmental management compliance efforts. 

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Soap Aid

FACTORY TOUR

Soap Aid is a great charity organisation which brings health and hapiness to others less fortunate by recycling soap from hotels.

arlier this year a group of PEHN Housekeepers were given a tour of the Soap Aid factory in Braeside. On arrival they were greeted by staff and shown the process from arrival of the soap from participating hotels to the creation of the new bars for the less fortunate. The team at Soap Aid are so passionate and dedicated about this cause that you can't help but want to be a part of it. For those hotels that are not yet involved in Soap Aid, please re-consider and contact the team from Soap Aid to discuss how you can get involved. The more soap they receive, the more great work they can do. ď Ž

For further information please see the Soap Aid website http://www.soapaid.org/ and consider supporting this worthy cause.

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Product NEWS BODY ZONE BLACK LABEL The benefits of Moroccan Argan Oil have been recognised for centuries. Thanks to its elevated levels of Vitamin E, Antioxidants and essential Omega 3 acids, Moroccan Argan Oil is arguably one of the most beneficial ingredients for hair and skin products. Due to these outstanding properties, we have selected Moroccan (Argan) Oil as the lead-ingredient in our Body Zone Black Label products. In combination with the fresh and zesty fragrances of Vetiver and Verbena, Body Zone Black Label offers your guests not only a satisfying personal care experience, but also those much anticipated, little moments of self-indulgence and relaxation. In addition to the cosmetic benefits of Moroccan Oil, there is also an important socio-economic aspect to this ingredient; the cultivation of Argan plantations in Morocco. Argan Oil production today supports the lives and families of 2.2 million people in the ‘Arganeraie’ region. Through the establishment of formal co-operatives which are supported by leading international organisations, Argan Oil production

100% AUSTRALIA-MADE AND MANUFACTURED OXYZONE HAS BEEN SUPPLYING UV OZONE GENERATORS TO THE HOSPITALITY INDUSTRY SINCE 2009 AND AS OZONE INDUSTRIES PRIOR TO THAT. The company's ozone generators are designed and manufactured at its factory on the NSW central coast and the materials it uses are sourced in Australia from Australian businesses. "Our service personnel and our spare parts are also in Australia." Oxyzone machines have a built-in electronic countdown timer and safety interlock to prevent exposure to UV light, which the company explained as unique to them. "Electronics are isolated from the ozone to prevent corrosion," in these machines, Oxyzone added, and they are "supplied with a Hospitality User Guide and Safety Sign". The company also noted that its product warranty involves 12 months' parts and labour. What does Oxyzone say its Silver Hospitality ozone generator will do? • Eliminate odours caused by cigarette smoke, sickness, urine and pungent food.

has provided Berber tribes with a higher social status and an income, which many now use to fund education for themselves or their children. Whether you are looking for a genuine lifestyle brand, or simply a modern toiletry range, Body Zone Black Label not only enhances the presentation of your hotel bathroom, but also provides a luxury bath experience for your guests. Body Zone Black Label is formulated to deliver everyday sophistication and above all, ensure your guests enjoy a memorable stay. For further information contact Swisstrade Pty Ltd on (02) 9979 1500 or info@swisstrade.com.au

• Kill viruses and bacteria in the air. • Remove many allergenic chemicals, leaving the environment fresh and clean. "We are in Australia and on hand to discuss any problems or operation questions." Oxyzone also revealed they have sold the Silver Hospitality ozone generator into "every chain of hotels, apartments and motels", making them "the preferred supplier of most". The Silver Hospitality range of stainless steel UV ozone generators has been designed for use in larger hotels and motels where the performance of the unit is required to keep pace with busy housekeeping staff and for sanitising apartments and larger rooms. Oxyzone explained that the generators can be used to sanitise hotel and motel rooms and apartments, removing unpleasant odours from urine, sickness, trauma, food, smoke and even when carpets have been cleaned to remove the drying smell. They can also be used for mould remediation; to treat hotel toilet areas reducing odours; in kitchen areas to sanitise open work surfaces and control bacteria; to remove unpleasant lingering odours in bars and lounge areas; and to eliminate odours from the garbage holding dock.

WAGEN EXPANDS ITS NETWORK With over 40 years of supplying the industry with professional trolleys, Wagen is arguably the market leader in Australia within hospitality. Predominately supplying individual businesses, Wagen has now extended its’ network through national resellers. Recently securing partnerships with the likes of Bunzl, Reward Hospitality, Chefs Hat, Statewide Cleaning Supplies, Southern Hospitality, Spacepac, Total Cleaning

WEATHERDON WHIFFS THE NEW

Supplies and more. Wagen trolleys are now available through your preferred hospitality distributor. When it comes to support and custom design, it’s business as usual at Wagen. The experienced Wagen sales team are still available to answer all your queries and aftermarket support, ensuring your customer experience is as good as the trolleys themselves.

Nero Ozone Machines can be used in conjunction with conventional air freshener systems and indeed very much improves their performance by enabling them to add fragrance to a neutral starting point. Just as Jaguar has a ‘smell team’ to ensure the interior of its cars gives confidence to new car buyers, accommodation industry supplier Weatherdon sniffed and introduced Nero ozone generators. “Smell is critical to the accommodation industry which it’s focused on catering to the senses. Understanding that people unconsciously respond to odour and smell is a valuable marketing tool,” added Weatherdon’s Managing Director, Robert Weatherdon. • Large ceramic generating plate • Minimal maintenance • Compact powder-coated or stainless casing • Environmentally friendly

Thanks to breakthrough innovation, Nero Ozone Machines kills over 99.5* per cent of air-borne bacteria and viruses. Lightening-fresh ozone can now be reproduced to kill air-borne and surface bacteria, neutralise bad smells and destroy viruses and pollen. Ozone gas is a variant of oxygen, produced when lightening discharges energy into the air. There is no reason for rooms to smell tennis-shoe musty or for guests to cop a whiff of that recalcitrant smoker and pet-friendly hotels can prevent damp-pooch syndrome. The process of oxidation breaks down the structure of malodour molecules with which ozone comes into contact producing a mild fresh smell – a whiff of the new. Any ozone not used reverts back to oxygen leaving no residue or chemicals. Both the 5G and 7G has a 2-hour timer so you can set and forget while the generator works its magic. The 7G machine has a high/low switch giving even more control over Ozone output.

Weatherdon’s team of designers and manufacturers are also able to specify standards to meet the unique demands of the hospitality sector A family-owned and operated business established in 1975, R.Weatherdon & Co is the preferred supplier to over 1,500 hotels in Australia and New Zealand. *ppm – parts per million volume air concentration *see independent laboratory report for the Ozone generator For more information please visit www.weatherdon.com.au

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

Armidale Coffs Harbour

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SPL provides:

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Warrnambool

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.

Geelong

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Currently, the South Pacific Group is establishing a strong network of modern laundry across Victoria, New South Wales, Queensland, Western Australia and South Australia with plans for several more facilities up the East Coast of Australia in 2017. 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 National PR & Marketing P: (03) 9388 5300 M: 0421 716 888 Coverage Australia wide

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

• A 365 day service to all its clientele with a 24 hour turnaround. • A leading edge technology in RFID to assist housekeeping and managerial staff in time reduction and efficiency. • Dedicated account managers and experienced support staff who are available 7 days a week. • A dedicated software design package and centralised billing system enables seamless transactions, paperless and customised reports. • Delivery rationalisation 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, Housekeeping services, Dust mat hire and Cleaning services. • Provision and supplying of Corporate uniforms/work wears and customised hotel room Amenities.

Full Contact Information South Pacific Laundry 9-23 King William St Broadmeadows VIC 3047 P: (03) 9388 5300 F: (03) 9387 2399

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