The Executive
HOUSEKEEPER
Vol 22
No 1
PP322210/00016
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Australia’s housekeeping leader for the past 25 years AHS Hospitality has been providing award winning housekeeping services to the Australian hospitality industry since 1993. Our expertise, professionalism, services and flexibility provide quality and compliant housekeeping results for almost every hotel brand in the region. With more than 250 senior housekeeping managers and over 6,000 trained housekeeping professionals, AHS delivers the highest quality service with unmatched efficiency. It’s our job to make you look good.
To partner with AHS Hospitality, please call 1800 026 036 or visit ahshospitality.com.au A2CHANDLER MACLEOD GROUP BUSINESS
hospitality
Publishers LETTER
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elcome to the Executive Housekeeper.
Not often do we get such an insight into how our readers like to receive this magazine. We broke new ground in our last issue, offering a digital copy of Executive Housekeeper or the option of an old-fashioned hard copy. While we received very pleasing feedback for the online version, it turns out a lot of people are like me and still prefer to read something in their hands! This issue brings you another selection of articles from across the industry. Brad Prezant of VA Sciences has written an excellent article looking at health and safety tips unique to your profession. Many of you will know Barbara Sargeant, though now retired, she keeps an interest in your industry after having worked 46 years in hospitality. As a regular contributor to the magazine, she asks "Who'd be a supervisor?"
We have tips on how to land a new job. Stuart Mullins outlines the ways to make a hospitality resume stand out in a competitive job market. Hospitality's common curse – bed bugs – is another focus of this issue. Sadly, they remain a real threat, even when we like to think they have gone away! Stephen Doggett puts the microscope on how to remove them using the latest techniques and technologies. I would also like to acknowledge Val Harding of Interior Images on nearly twenty years supplying amenities to the hospitality industry. Val has built her company on a platform of quality and personable service. Congratulations on this milestone, and hopefully there are many more strong years to come! Once again, thank you to all of our contributors. Without them, we would not be able to put this publication together! Regards Neil Muir
View The Executive Housekeeper online now! Scan here or visit www.adbourne.com/exec-housekeeper
ADBOURNE PUBLISHING 18/69 Acacia Road Ferntree Gully VIC 3156 PO Box 735, Belgrave, VIC 3160 www.adbourne.com Editorial Contributor Thomas Johnson
ADVERTISING Melbourne: Neil Muir P: (03) 9758 1433 F: (03) 9758 1432 E: neil@adbourne.com Adelaide: Robert Spowart P: 0488 390 039 E: robert@adbourne.com
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Adbourne Publishing cannot ensure that the advertisements appearing in The Executive Housekeeper comply absolutely with the Trade Practices Act and other consumer legislation. The responsibility is therefore on the person, company or advertising agency submitting the advertisement(s) for publication.
Adbourne PUBLISHING
Adbourne Publishing reserves the right to refuse any advertisement without stating the reason. No responsibility is accepted for incorrect information contained in advertisements or editorial. (The editor reserves the right to edit, abridge or otherwise alter articles for publication). All original matter produced in this magazine remains the property of the publisher and cannot be reproduced without authority. The views of the contributors are not necessarily those of the publisher.
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Contents 7
PEHN news
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SEQPHA news
11 The cleaning profession 14 Mattress and bed maintenance 16 Bed Bugs: Tips & tricks 19 Who‘d be a supervisor?? 20 Empathy: The differentiator 22 Bathrooms can still make or break your hotel or RSL 25 Coping with the inevitable 26 Interior Images: Celebrating 20 years of setting the standards in luxury amenities 28 7 ways to pick a good leader 30 Welcome to the Q1 Resort and Spa Gold Coast 35 The good old-fashioned cleaning basics 38 Your resume is your calling card 41 Lets roll: Happy housekeepers, happy managers, and happy guests 44 How artificial intelligence is revolutionising hospitality 47 Managing latte’s 48 St John Ambulance (Victoria) 52 How the hospitality industry can promote a sustainable economy and new business buying recycled 54 Recycling coffee capsules at JW Marriott Macau 56 Laundry tips 58 Product news
The Executive
HOUSEKEEPER
Cover images courtesy Monday Agency, a powerful creative force redefining customer experience for leading developers and hotels including Pindan, QT Hotels & Resorts and Q1 Resort & Spa (cover). www.q1.com.au, www.mondayagency.com @monday_agency
Vol 22
No 1
PP322210/00016
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E EW G N N RA
Great reputations come to rest on SleepMaker Commercial solutions. Developed specifically for the Accommodation Industry, our 2018 Sleepmaker Commercial Bed range is designed to meet all budgets and levels of accommodation, from Backpacker Hostels to 5 Star Hotels.
Visit our website for the complete 2018 Commercial Bed Range online today!
SleepMakerÂŽ is Australia's largest bedding company.
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SleepMakerÂŽ Commercial specialises in hotel & commercial bedding.
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1800 425 903 | commercial@sleepmaker.com.au www.sleepmakercommercial.com.au
PEHN NEWS PEHN ANNUAL CHRISTMAS PARTY
poverty. Help bail us out by making a donation and raise money for at-risk young people at the same time.
Pehn held their annual Christmas Party at the iconic Draculas theatre restaurant in December.
Held in the Watch House of the Old Melbourne Gaol, the night sees inmates involved in a number of activities and experiences before being released after they reach the bail money amount, which is a minimum of $1000 per person.
Draculas was due to close its doors late December so we decided to head there before the closure.
Please help us to reach the bail target so we can be released on the night. No amount is too big or too small, any donation will be greatly appreciated. http://www.bailout.org.au/my-fundraising/357/pehnprisoners
A great time was had by all.
UPCOMING EVENTS Hotel Tours – Pehn will be conducting hotel tours throughout the year at different Melbourne hotels.
WHITELION BAILOUT 2018 This year the Pehn president Donna Musarella, committee member – Deb Bullock, and Housekeeping member Claudia Hofer will be participating in the Whitelion Bailout on May 25th. The Bail Out is Whitelion’s national fundraising and awareness campaign. Bail Out provides a unique opportunity to step into the shoes of a young person that has been disconnected from our community due to abuse and neglect, drug addiction and
If you would like to host a tour, or have a particular hotel you would like to have a tour through, please contact Donna at Pehn.aus@gmail.com to discuss. We are in the process of locking in our first hotel tour in May, so keep your eye out for the invitation soon.
HARMONY DAY
March 21st Harmony day is a very special day in the housekeeping calendar in which we can celebrate our cultural diversity of our hard working teams. Housekeeping departments usually have a lot of different nationalities, and many celebrate with dishes brought in from all the different countries. It Is a time to get to understand cultures and ensuring that “Everyone belongs” – which is the Harmony day slogan for the yearly event.
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SEQPHA NEWS Congratulations to the new Committee for 2018, and a big thank you to past and present members for the work they have put in throughout the year. Our lovely President Libby Sharp is currently on a Cruise to Hawaii so I am recapping of our events since Libby posted an update last year. I have been fortunate to attend and be part of this wonderful association going into my 18th year and 14th as Treasurer; I have been lucky to meet some amazing people and form friendships to last a life time - Melissa Bent. Libby Sharp – President Ana Robertson – Secretary – GM Mantra Sierra Grand Melissa Bent – Treasurer – Weatherdon Committee Sheila Gobie – The Darling Gillian Perkins – Sea World Wendy Robson – Sea World Annette Bishop – Alcyone Brisbane Lesley Lens – Sofitel Brisbane Rachael Geiseg – Ibis Pullman Brisbane Airport During our AGM at the Sofitel in Broadbeach, we heard from Amery Burleigh the General Manager in charge of this iconic property in
regards to their new Refurb and the challenges hoteliers faced with the Commonwealth Games – Amery has been at this property for six years now. We also heard from Karen Sharp Ravonokula from Prestige Training and she gave us an insight in to her job where she trains students with disabilities and finds placements in the workforce for them – beautiful stories. To Finish up our year in 2017 we had our end of year party at the beautiful Star, Gold Coast. A big thank you to Royce, Bronwyn, Jacqui and the team. We were treated like royalty, food was delicious and the penthouse
superb with sweeping views over Surfers, Broadbeach and Burleigh Heads. In February, Sunfresh hosted the First Annual Sunfresh Housekeepers Awards Night – what a fantastic night we had! A night full of dining, dancing, fun and awards. A big thank you sponsors below: Sunfresh, Cobro Group, Sci – Fleet Hino, Weatherdon and Accor, and Polesy for the lovely gift bags – a big thank you to all. Congratulations to Lesley Lens – Sofitel Brisbane; Christina Vermelho – Atlantic Byron Bay; Sue Frey – Rydges South Bank; Libby Sharp – President SEQPHA; and Wendy Robson – SeaWorld who were presented with awards for their contribution to tourism and hospitality. With 140 people in the room – The Blackbird was a fantastic venue overlooking the Storey Bridge – what a view and the river traffic passing too. A big thank you to the Sunfresh team and sponsors – it was lovely to dress up and party with all that appreciate our executive housekeepers.
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We had our Easter breakfast at QT Hotel Surfers. Everyone donated Easter eggs at the breakfast and it truly was a beautiful get together with our lovely guest speaker Tania from HETC who showed us through the amazing training school she works at and to Kerry who presented thank you certificates to Poppi and myself for items we donated to the ‘Shine for Emma’ who is battling brain cancer. A total of $37,000 was raised for this project – great result. After the breakfast, Libby and I met up with Belinda Welsh from the Ronald
MacDonald House located in the Gold Coast University Hospital, where we took two laundry baskets full of Easter eggs to the children. Belinda showed us their facilities and then took us to the craft room to meet some of the children and hand out eggs. To see these children personally with Libby gave us both so much pleasure and pride in the fact that all of your donations put smiles on a lots of little faces. The nurses and volunteers do a wonderful job; it really was a heartwarming experience for us both.
other major sporting events that will keep our hotels full and our wages coming in – the positives are endless! We would personally like to extend a sincere token of appreciation to all of our housekeepers that have worked extra hard over the Games period to keep our hotels clean and our guests happy – thank you and well done!
Finally, a quick line about the Commonwealth Games – we hope that you had the opportunity to enjoy some of the events. The atmosphere was buzzing and every corner you turned, there was something happening. It was great to see the City full of energy and to think of the legacy it has left us is just incredible! Our children will now have world class sports facilities to play and practice in. Our industry will be able to host
Please follow us on Facebook and Instagram – seqpha. We’ll be joining LinkedIn very soon.
Don’t forget our next breakfast is at Sofitel Brisbane, hosted by Lesley on Tuesday 15th May and race day is Saturday 14th July 2018.
A big thank you to all our Suppliers and Housekeepers who support us throughout the year – we do appreciate it. Melissa Bent – Treasurer SEQPHA melcoronet@iprimus.com.au
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Housekeepers and
THE PREVENTION OF BACK INJURY
It is 10 years since John Koorey opened his own hotel and at the same time, concerned about the workplace health and safety of the housekeeping staff, he developed the Ezi-Maid Bed Lifting System. The bed lifting system comprises a metal frame with an electric motor that is installed under each bed. The frame then operates to raise the bed off the floor allowing housekeepers to make beds standing up. This eliminates the need for bending, stretching and dragging heavy beds.
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orkCover NSW awarded the Ezi-Maid Bed Lifting System a SafeWork Award as an innovative solution to an identified workplace health and safety issue and stated that the bed lifter had “the potential to set new standards for the future of the hospitality industry”. A decade later, the same bed lifting frames are still in operation at John’s Dorsal Boutique Hotel. During that time, there have been no manual handling incidences or back injuries reported.
Tens of thousands of Ezi-Maid Bed Lifting Systems have been installed globally, across a variety of motels, hotels, luxury resorts and health care facilities. The range now includes a spring lift model to compliment the electric lift model with customised models also available. John will continue his research and development of new products to address the safety issue of HOUSEKEEPERS and the PREVENTION OF BACK INJURY. OWNERS & MANAGERS Invest in your future, prepare for the everincreasing difficulties of acquiring and retaining housekeeping staff. Reduce injury risk, down time and insurance costs. ARCHITECTS, BUILDERS &
The ONLY Bed Lifting Specialists DESIGNERS -access
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Clearance all around and under the bed.
The Ezi-Maid Bed Lifting System is a robust steel frame situated under each bed. Its compact height is only 90mm and the powerful motor lifts the bed to waist height allowing the bed to be made in the standing position. The bed base is lifted almost 600mm off the floor and the same distance out from the bed head allowing total access around and beneath the bed. The remote controlled Ezi-Maid Bed Lifting System means no more bending and that means less injuries and fewer insurance claims.
Making a bed has never been
-er!
CLEANER, HEALTHIER ROOMS
Clearance all around and under the bed
No more embarassing under bed dust.
The Ezi-Maid Bed Lifting System is a robust steel frame situated under each bed. Its compact height is only 90mm and the powerful motor lifts the bed to waist height allowing the bed to be made in the standing position The bed base is lifted almost 600mm off the floor and the same distance out from the bed head allowing total access around and beneath the bed. -justified
The remote controlled Ezi-Maid Bed Lifting Install as a fully tax System means nodeductible more operational bending expense and that from only 30c per day. means less injuries and fewer insurance claims. Making a bed has never been Ezi-er!
Designed for the Hospitality Industry Suitable for the Home
REDUCED BACK INJURIES
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HAPPIER HOUSEKEEPERS Phone: International: Email: Powerful electric motor Australian and International Patents Approved Strong, robust steel Web: with tested minimum 10.000
(27-33 year) cycle life.
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frame is adjustable to fit single, double, queen and king size beds.
Patented in Australia • International Patents Pending
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Setting the Standard Best suits ensemble type beds.
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If you are involved in the building or refurbishment of Hotel or Resort rooms, you cannot afford to ignore this innovative new product. Plan and prepare for a future that has your establishment at the forefront of industry standard.
REDUCE BACK INJURY beds made in upright position REDUCE FATIGUE greater staff efficiency RETAIN GOOD STAFF easier working conditions JOB OPPORTUNITIES for people previously reluctant EASIER RECRUITMENT more attractive, easier work REDUCE STAFF COSTS beds made faster RETURN TO WORK bed making as light duties CLEANER ROOMS no more under bed dust
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The cleaning
PROFESSION BY BRAD PREZANT
The cleaning profession encompasses a broad range of activities and work environments. Homes, offices, industries, schools, shops, aircrafts and cruise ships, hospitals, are just some, and of course hotels – hotel rooms and public spaces require constant cleaning to maintain a professional profession.
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ost cleaning companies providing services are small to very small, and women make up the largest percentage of cleaners, typically 75%. Data from the European Union suggest that 70% of cleaners work part-time. Have you ever considered the health and safety issues unique to this profession? Many cleaning tasks require repetitive motions. These repetitive cleaning tasks stress the musculo-skeletal system. Force, posture, repetition, vibration and in particular, a combination of these factors can result in musculo-skeletal disorder injuries. Working in awkward postures, and working under high static muscular load – which means having to support a limb or maintain a fixed posture for an extended period, as opposed to alternately contracting a muscle and releasing it (allowing waste products to flow away and blood-carrying oxygen to refresh it) were identified as particularly common among cleaners. One Australian study identified wet mopping as the task requiring immediate action to reduce the musculo-skeletal stresses. The risk in this study was greatest to the upper limbs. The study identified several work organisation factors that exacerbated these findings – for example, workers are generally not involved in selecting the equipment for their tasks. It concluded that awareness of these issues both among cleaners and among management was particularly lacking.
Turning from the ergonomic to the chemical, cleaners use a wide variety of different chemicals to accomplish their job, including volatile organic chemicals such as acetone, formaldehyde, chlorinebased organic chemicals, surfactants, waxes, acids, bases, biocides, and fragrances. Cleaning workers are typically using these products to remove, dust, dirt, soot, and biological products, so some of these items are aerosolised during the cleaning process. Dry vacuuming aerosolises whatever particulate is present in the carpeting; such particulate may be biological such as bacteria and mould, or chemical, such as residual cleaning products.
An inventory of the chemicals and particulates that a typical hotel cleaner is exposed to throughout a working week suggests a very wide variety of substances – while cognisant public health and safety professionals attempt to understand the health implications of exposure to each of these items in isolation, we are relatively ignorant of what the health implications of these combined exposures might be. Cleaning products of concern include quaternary ammonium chlorides, glycol ethers such as 2-butoxyethanol (window cleaners), ethanolamine, several alcohols, ammonia, and several phenols. A New Zealand study identified typical exposure periods per day to many of these specific
Other physical hazards include falls from ladders, and wet or slippery floors.
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compounds as between 0.3 and 1.1 hours per day, with aggregate exposure to all cleaning products at a whopping 4.4 hours per day. Cleaning products are not always mixed appropriately, and unanticipated chemical reactions can release hazardous substances. All of this means that cleaners are breathing some nasty chemicals, and have skin contact with numerous agents that can cause defatting of the skin, dermatitis, and irritation. Some of the chemicals, such as disinfectants, that are breathed in can be associated with asthma and other respiratory disease. Cleaners also are exposed to, and susceptible to inhalation of micro-organisms such as bacteria, viruses, and moulds, and the products from these contained in dusts. Contact with animals and their droppings is also possible. From a safety perspective, hotel cleaners occasionally encounter contaminated needles and sharps, and pathogens contained in body fluids. Hepatitis B (HBV) and C (HCV) are the most common risks among body fluids. These risks are generally not well-understood, but there are some indications that there is some additional risk from cleaning activities with infection from Hepatitis A virus and noroviruses. What do we know about the health of cleaners? Studies in many different countries have indicated that cleaners
Be Impressed
experience asthma and lower respiratory symptoms at a higher rate than the general population. While most of these studies do not specifically address hotel cleaners, the types of cleaning and products used are reasonably similar, and likely to be applicable. A series of European studies conducted in the last 20 years identified adult-onset asthma as 1.7 times more likely in cleaners as compared with professional, clerical, or administration workers. A companion study looking at nurses identified higher risks of asthma among nurses who used ammonia, bleach, and/or cleaning products in spray form. Asthma was also identified with a 30% to 50% increased risk among adults cleaning in their own home and using cleaning products in spray form. In this study, the risk increased with increased frequency of use or number of different sprays. A Spanish study examined 174 newly diagnosed cases of occupational asthma in 2002. For 9% of the cases, cleaning products were suspected as the causal agent. A Canadian study examining factors related to occupational asthma concluded that male cleaners exposed to low molecular weight cleaning products experienced double (1.9x) the risk of asthma. A similar conclusion (approximately 1.9 times the risk as compared with non-cleaning agent exposed control workers) was reached by a recent study of 917 employees of 37 cleaning companies, conducted in Barcelona. A study conducted in four states in the U.S. also identified janitors, cleaners, and housekeepers as at additional risk for
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asthma. Across all occupations, also in the U.S., cleaning products were reported as being the causal agent for 20% of work-related asthma. Some of the specific products identified included formaldehye, graffiti remover, bleach, carpet cleaners and ammonia solution. Cleaning chemicals can affect breathing but also can impact the skin. In New Zealand, a recent study identified a two-fold increased risk of current eczema (skin irritation) and urticaria (itchy weals) among cleaners compared to a reference group. Twelve and a half percent of cleaners had eczema which affected their daily lives; about 3% of these reported the effect to be large. Cleaners were also more than twice as likely to report itchy weals on their hands, wrists, or forearms, and almost 4 times as likely to see a doctor for itchy weals. Cleaners attributed the skin problems to the use of (latex)) gloves, wet work, soaps, detergent, and other cleaning agents. [Data from the European studies referenced above suggests that over 50% of the cleaning process is wet work with hands exposed to water and acids, alkaline agents, and solvents with the potential to cause skin irritation.] In the New Zealand study, the use of moisturisers and barrier creams that could reduce the risk of dermatitis found that moisturisers were used by 59% of the cleaners in the study, but only 5.2% of the cleaners used barrier creams, which have the potential to help even better than moisturisers. The study found that 30% of the cleaners used no skin care products. The majority of the cleaners with eczema reported that their symptoms improved when away from work, suggesting the specific work-related factors were responsible. The NZ study evaluated whether the symptoms experienced were likely to be due to an allergic reaction or an irritant reaction, and concluded that the experienced symptoms were most likely due to irritation, not allergy. Not that much work has been done to identify the specific tasks and/or the specific chemical exposures that occur among cleaners. Indeed, many of the cleaners in the New Zealand study did not know what chemicals were in the products they were using. This lack of knowledge inhibits improvements that can be made to reduce exposures and improve the overall health and safety in the profession.
WHAT CAN BE DONE? A reduction of hand contact with water, appropriate use of barrier creams and gloves and adequate skin care are generally regarded as the most important means for preventing skin issues. Minimising the use of aerosol products is the first recommendation for reducing airborne exposures to chemicals, and choosing the proper product for the job and not using “more product than is necessary to get the job done� might also reduce exposures. For administrative measures, employers can seek greater participation from impacted cleaners in selecting products and tools that can reduce musculo-skeletal stress.
1300 117 378
www.sicoinc.com Australia Wide Sales & Service
So hopefully you can see that there are many health and safety issues in the cleaning profession! And heaps of room for improvement! ď Ž
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Mattress and bed
MAINTENANCE BY AH BEARD
HOW LONG SHOULD MY BEDS LAST?
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his is a frequently asked question when we are talking to hotels who are either looking to purchase new beds, or starting to see some negative feedback on their current beds. The short answer is, that like most things, the better quality you buy in the first instance, the longer their serviceable life will be. There are of course a few provisos to this and the key one is how well they are maintained. Things like cleanliness, regular rotation and checking and maintaining the condition and structural integrity of the base is vital to preserving the life and performance of any mattress. So, let’s talk about quality. Always ask about the construction of the bed; what is the support system in the mattress? Are the foams Australian made and treated to resist mould, mildew and allergens? Is the base construction a commercial quality, timber platform that will resist bending and will it provide a stable, consistent support for the mattress? These are all key questions you should have answered as part of your decision process. The majority of Global hotel chains specify Pocket Spring type support systems as their support system. Pocket springs will provide a supportive, but conforming foundation for the rest of the mattress to do its job. They will allow for much less partner disturbance, so everyone gets a good night’s sleep! Don’t be fooled by terms like “Product of Australia” or “Assembled in Australia” Make sure your mattresses are MADE in Australia, using only locally made foams. Australian Foam manufacturing is some of the most advanced and highest quality anywhere in the world. The foams made here are of higher quality, provide greater consistency and have health benefits over inferior, much cheaper, imported foams. A regular, programmed maintenance programme for your beds is vital. Just like all of the key operating equipment in your hotel, they need some TLC to make sure they keep performing at their peak. The key items to consider are these:
MATTRESS ROTATION More and more we are seeing hotels choose mattress construction that are Single Sided, or “No Need To Turn”.
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These still need to be rotated head to foot on a regular basis to distribute wear evenly and maximise the life of the foams and other comfort fills in your mattress. Fail to do it and you will finish up with a mattress with body impressions on the side that gets more use. It’s recommended for this to happen once every quarter, and the process is pretty simple. Just pick the mattress up off the base and rotate it 180 degrees, so that the head end becomes the foot.
BASE MAINTENANCE At the same time as you are rotating your mattress, check your base for any damage, soiling and most importantly check that all of the fittings or legs are intact and screwed tightly into the frame. Look for fittings that are loose or bent, and also check that all of the wheels or castors are intact. Loose or damaged fittings, along with unruly guests, are the main reason for damage to bases. This damage is generally NOT a warranty issue as it is caused usually by the fittings being loose and then damaging either the base frame or the threads that the fittings attach to. A few minutes once every 3 months can save you the inconvenience and cost of having to put a room out of service and buy a new base.
MATTRESS CLEANING Just like anything your guests come into contact with, cleanliness and hygiene of your mattresses is important. A regular programme of either steam cleaning or Oxygen sanitising is a great way to keep your mattresses clean, smelling fresh and reduce the incidence of airborne allergens. If you need to spot clean, avoid using harsh chemical treatments as these will often degrade the foams and fabrics of your mattress. Again, steam cleaning is the best method to remove those red wine stains and “biological contamination” marks that occasionally appear. While we are on this subject, ALWAYS invest in good quality mattress and pillow protectors for your rooms. The cost is insignificant in comparison to having to replace a mattress because it is it irretrievably stained or damaged and they will help to preserve the life of your mattress, so they pay for themselves several times over. If you would like more advice, or an obligation free assessment of your beds, please feel free to contact us to have one of our specialist commercial sales team visit your property.
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Bed bugs:
TIPS & TRICKS
BY STEPHEN L. DOGGETT, DIRECTOR, DEPARTMENT OF MEDICAL ENTOMOLOGY, NSW HEALTH PATHOLOGY, WESTMEAD HOSPITAL, WESTMEAD, NSW, 2145.
Over the last two decades, the world has seen an unprecedented resurgence in bed bugs. This has been as unexpected as it has been dramatic, with no sector of society being exempt from a possible infestation. Furthermore, the resurgence has involved huge financial costs; there is no question that these nuisance insects are impacting the world economy billions of dollars annually. In Australia alone, it was estimated that bed bugs had a fiscal cost on our economy of over $200million dollars between the years 2000 to 2012, and the accommodation sector bore the brunt of this expense.
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ell the good news is that Australia is the only country in the world that has seen a downturn in the number of bed bug infestations over recent years. This proud achievement has largely come about due to the cooperation of health workers, university researchers, and the pest control industry in producing the world’s first industry standard that promotes best practice in bed bug management. ‘A Code of Practice for the Control of Bed Bug Infestations in Australia’ was first developed in 2005 some five years before any other organisation produced a similar guideline. The Code has educated all stakeholders in best practice in the control of actual bed bug infestations and the management of potential infestations. However, in spite of our successes, we are a long way from eliminating bed bugs forever. Unfortunately, many in the accommodation sector who suddenly find themselves with a bed bug infestation, often make fundamental errors in controlling these insects, which only makes the situation worse, costing them more money in the long-term. Here are few tips and tricks to avoid major pitfalls. 1. Bed bug control is extremely challenging. The reason for the modern bed bug resurgence is due
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to the development of insecticide resistance. The current crop of bed bugs are virtually impossible to kill with insecticides. This means it is necessary to incorporate non-chemical means of control such as steam, vacuuming, and/ or heat to ensure that eradication is achieved. It is also necessary to conduct follow up inspections to ensure that the control program has been successful. As such, bed bug control takes time and is costly. 2. Do not pay cheap. As they say, if you pay peanuts, you will get monkeys, and this is especially true with the pest control industry. While some companies may charge under $100 per room, do not expect that the bed bugs will be eliminated. In fact I can almost guarantee that such treatments will fail, that the bed bugs will spread to other rooms, and your costs will escalate. In one example, a staff accommodation block attached to one of the major Sydney hospitals had bed bugs in one room that subsequently spread to 20% of the rooms in the facility, with some 65 rooms infested. What should have cost around $400 to treat, ended up costing over $40,000 to eradicate all the bed bugs. The spread was due to poor pest management.
Sadly this example has been all too common in recent years. 3. Do not DIY. So often accommodation managers attempt to control bed bugs themselves, and fail, and fail, and fail... Too often it is expected that a single application of insecticide will be enough, but it never is, due to
the insecticide resistance issues mentioned above. The result of poor treatments is that the infestation spreads, as per the above example, and that the infestation persists, often for years. Under no circumstances should bed bug control be attempted unless you have a pest management license. Training in such licenses includes the proper handling and use of insecticides, as well as the control of the pest. With bed bugs, always seek a company with experience in bed bug management and ensure that they follow industry standards. 4. Ask for a written warranty. The better pest management companies are willing to give written warranties, as they are confident of their work. Of course you will pay more initially, but will save in the long-term. In the warranty/contract, the company may require you to do certain things, such as ensure access to adjoining rooms for inspection, and dismantle beds and other fittings. Bed bug control is a cooperative venture between you and the pest control company, do not expect a warranty if you are unwilling to work with the company. 5. Remove all signs of past infestations. Over the last 15 months I have stayed in two hotels in Australia that had evidence of bed bugs and one had signs of a massive infestation. Considering how badly I react to bed bug bites, there is no way that I would stay in such a room unless the room was completely dismantled to ensure bed bugs were not present. Naturally, new rooms were requested in both cases. It is critical that bed bug spotting, dead bed bugs, eggs, and cast skins, are all removed to rule out the possibility if a new infestation. Plus any guest could photograph the bed bug signs and post the images to social media; instantly damaging your reputation! Removing past bed bug evidence, protects you and your facility in a multitude of ways.
6. Seek quality information. The industry standard mentioned above is freely available from www.bedbug.org.au and should be you first reference point if your facility becomes infested. The same web site also has ‘A Bed Bug Management Policy & Procedural Guide for Accommodation Providers’, which is again free and you can use and adopt this procedural guide for handling bed bug infestations in your own facility. However the most up-to-date and comprehensive text ever produced is just about to be released, called ‘Advances in the Biology and Management of Modern Bed Bugs’. ADVANCES is a complete synthesis of bed bug information from the past to the present, is more than 460 pages in length, and has more than 60 contributors from across the globe. There are eight main parts with 46 chapters, which cover: • Bed Bugs in Society – reviews bed bugs through history and the various control methods used. • The Global Resurgence – with contributions from all the major regions from across the world. • Bed Bug Impacts – includes health and economic impacts caused by bed bugs.
ADVANCES has been four years in the making and was edited by the author of this article, Stephen Doggett (Westmead Hospital), along with Dini Miller (USA) and Chow-Yang Lee (Malaysia). While ADVANCES aims to be a reference book for academic researchers and students alike, it is largely written an easy to read format, making the information accessible to all. It will prove to be a valuable text for those in the hospitality industry and accommodation managers, who are tasked with the job of minimizing the risk of bed bugs in their facility, or have to manage the processes of eradication of active infestations. With the growth in bed bug litigation across the world, both the litigant and defendant legal teams will find ADVANCES an indispensable source of contemporary information, which will assist in their legal preparations. Importantly, ADVANCES provides up-to-date information for the professional pest manager on bed bug biology and management. ADVANCES is to be published by Wiley-Blackwell, due for release in March 2018 and will be available from all major book stores. For more information and to receive a major discount on the recommended retail price, go to www.abmmbb.com
• Bed Bug Biology – which features the bizarre mating behaviour of bed bugs! • Bed Bug Management – covering prevention, monitoring, chemical and non-chemical control methods. • Bed Bug Control in Specific Situations – this includes management in hotels. • Bed Bugs and the Law – including bed bug related laws in Australia. • The Future – this covers the future and the strategies required to reverse the bed bug resurgence.
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The RainbowAir 250 Series II Ozone Generator
UNDER $900
The RainbowAir 500 Series II Ozone Generator
UNDER $1,400
• Series II technology ensures years of reliable performance
• Series II technology ensures years of reliable performance
• Designed to deodorise rooms up to 2,500 sq/ft
• Designed to deodorize rooms up to 5,000 sq/ft
• Variable ozone output up to 250 mg/hr output
• Variable Ozone Output of 0-500 milligrams per hour Top mounted with retractable carrying handle
• Top mounted with retractable carrying handle • Safety Switch
• Safety Switch • 1 Hour Timer (Automatic Shut Off)
• 1 Plate High Voltage Electrodes
• 2 Plate High Voltage Electrodes
• Weight 5.5 Kilos • Removable power cord
• Weight 5.4 Kilos • Removable power cord
The RainbowAir 1000 Series II Ozone Generator • Series II technology ensures years of reliable performance
• Safety Switch
• Designed to deodorize rooms up to 10,000 sq/ft
• 4 Plate High Voltage Electrodes
• Variable Ozone Output of 0-1000 milligrams per hour Top mounted with retractable carrying handle
• 1 Hour or 24 Hour Timer (Automatic Shut Off)
• Weight 6.5 Kilos
UNDER $1,500
• Removable power cord
All machines are supplied with a 2 year warranty on parts and labour (6 months on ozone generator plates), safety switches, steel or aluminium cabinetry, powder coat finish. Thirty Day Money Back Guarantee Convert a Smoking Room to a Non Smoking Room within an hour (in most cases). All machines are manufactured in the USA and are compliant to Australian Standards.
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RAINBOWAIR AUSTRALIA 1300 132 074 I www.rainbowair.com.au
WHO ‘D BE A
Supervisor??
BY BARBARA SARGEANT
Working in the hospitality industry for more than 46 years but now retired, I have often asked myself why I did what I did for so long. Why did I put myself through the day to day grind – shortage of staff, the stress of dealing with all departments not to mention linen shortages and the (many) everyday trials and tribulations that come within the boundaries of operating a busy and dynamic Housekeeping Department .What was the point? Did anybody appreciate what I did??
T
he answer though quite clearly is I loved what I did.
What is supervision? It is SUPER VISION the possession of insight of all things relevant. To read people, to see through people and to know how they are feeling at any one time with little or no regards for your own wellbeing and to sacrifice a part of your life for others. Supervision is hard work and I am not talking about the physical aspect but more the task of dealing with others from many diverse backgrounds who somehow look to you for guidance both on and off the job. To give of yourself can at times be draining, at times perplexing and at other times, a downright pain in the you know what! The rewards may follow many years or months later when you discover that a person who you never ever thought would make it, is managing their own restaurant or even writes a letter to say thank you for your guidance. When they cannot find the answer in their everyday life – they look to the past and remember what they have learned and it is for these people you should feel the greatest reward. A good supervisor is indeed a rare commodity. Supervision is a talent possessed by few but espoused by many. It is a serious profession which can give you heartache, frustration, pride, happiness, laughter, tears, a true buzz, a sense of the ridiculous
– emotions I am sure many of you reading this will have felt or indeed are feeling right now. Sometimes when certain decisions that you would prefer not to have to make but have no other choice, you need to demonstrate strength of character and leadership. At all times however you must make the decision that is right for the majority of staff and ultimately the business. Sometimes as supervisors we are too busy looking after “the bad guys” we overlook the quiet achievers who consistently do their jobs with little or no supervision and no daily dramas. Great satisfaction can be achieved when staff members grow and develop self-confidence and are empowered through knowledge to do a wonderful job -- eventually becoming a supervisor alongside you !! What a truly wonderful feeling to know you were responsible for this. Individuals need nurturing along with regular consistent feedback. Training is the most powerful support to supervision so staff can understand what is expected from them in their role. Anybody can give instructions BUT it is how we follow through with these instructions that will determine our own credibility. The ability of a supervisor to roll up the sleeves when the going gets tough and work alongside staff will only gain mutual respect. Let your staff
identify the problems at the coal face but let them also have input into the resolution of them. They often have the simplest solutions. Sometimes however, no matter what we try to do for some people it will have no effect and there will always be the “ones that get away” but to say you have tried and lost is better than not to have tried at all. There will always be employees who will fail because they do not want to succeed, indeed it is not in their heart to do so. If you have given them your best shot, it was not you who failed was it? Supervision is seeing growth in the individual and learning on our part to let go a little so they may learn from their own mistakes and take the consequences for doing so. Supervision is giving guidance, leadership, tolerance, having patience, nurturing, training and development and motivation to do well but recognition when they do so. Giving “feedfront” as well as feedback. Find them doing something right and praise them but give constructive criticism when needed. If one person can achieve all this, this would be perfect supervision, however reality dictates if we can achieve only a part of this on a daily basis then we have already succeeded and nothing succeeds like success!! b.sarge@bigpond.com
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Empathy:
THE DIFFERENTIATOR BY JANET C. MARLETTO
I make mistakes. I make errors. I make them unintentionally... yet regularly. Yes, even faux pas. Flubs happen.
S
o, if you don’t make mistakes or errors, please DON’T continue reading this!
You see, this article is about “empathy” which requires understanding and acceptance rather than judgment and derision.
The current Microsoft CEO, Satya Nadella, pointed out during a talk at the Wharton School of Business how “empathy sparks innovation.” How so?
If you, too, make errors, join the human club! You and I can identify with embarrassing moments. We can be empathetic.
An environment of acceptance and encouragement allows for the development of concepts. In fact, there is a sense of colouration and support as opposed to bullying, dismissal, and ridicule. Rather, this empathetic milieu is joyful. A sense of joy engenders creativity and collaboration. When we relax and engage in satisfying activities not related to the topic at hand, almost magically, new ideas or solutions appear with ease.
Why is this special? It often takes time to develop this capacity. It takes many errors and uncomfortable moments to reach the “ah-hah” stage of realization that it is healthy, yes, acceptable, to be imperfect. This is how we learn to be humble and open to other opinions. If you demand perfection of yourself and of others, then you are not a fun companion. Perfectionists are often stiff and unyielding---definitely, not fun! This outlook makes relationships difficult and brief. In fact, it can be a downright lonely existence. If everything and every action have to be perfect to be acceptable, then disappointment reigns. Because of my responsibilities as Director of Housekeeping in top hotels, I found myself annoying. Imperfections leapt out! I could not overlook them. Even worse, I announced them. How unpleasant for all concerned! I had to train myself to keep quiet and to ignore them as much as possible because I was being a wet blanket. The topic of empathy is especially relevant today because of AI (artificial intelligence). Developers can simulate many, even most, attributes of the human body and psyche with the exception of empathy! The current applications can, in my opinion, be annoying: auto-correct( often “auto-mistake”, unwanted ads, product suggestions to name a few.) As we look around we can see the gaps in the presence of empathy. For example, companies that encourage feedback from associates and customers tend to offer and/or create products. Whereas, companies operating
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in a bubble wonder why sales are declining and employee turnover is increasing.
This is why creative companies have “campuses” where employees can get fresh air, talk walks, meditate or generally recharge their batteries while still at work. Needless to say, Silicon Valley mega corporations like Google and Amazon have them, but Nike and also Clorox have beautiful campuses. These campuses are investments in current and future developments. We just tend to be more creative when we can relax. In the creative world of acting, exercising empathy is a vital tool according to Jennifer Lawrence. In a recent interview for an American television network, she pointed out that empathy is how she identifies with a character she plays. Once she can identify and delve into the role, she becomes that person. For Jennifer Lawrence, empathy is a magic tool! Considering that she has not studied acting formally that is quite a revelation. Not only is empathy a key tool in acting, it is a major factor in a corporate setting. A true leader has empathy. It is that simple. In his new book, Radical Inclusion, U.S. Army General Martin Dempsey, states, “Today’s leaders are in competition for the trust and confidence of those they lead more than ever before.” If a leader can identify with and empathize with those on his team, there can be mutual understanding and respect resulting in a strong team. If a so-called leader is standoffish ( perhaps due
to personal insecurities and fears), the team remains distant and uninvolved. No matter the work environment, empathy has to be a part of a successful occasion. One poignant and painful experience I had several years ago brought the message! I had been severely injured at work on the evening shift. Due to a lot of swelling, I opted to ice myself well before going to the doctor. No one at work had offered to assist me in any way (a ride home, for example), other than completing necessary and required paperwork. So, while I lay on ice packs all night and through the next day, finally I received a call from the vacuous manager at three o’clock in the afternoon. Without preamble or expressions of sincere concern, she stated curtly, “You’re better, aren’t you?” Then she added, “I didn’t call earlier because I have a store to run.” Not one ounce of empathy could be detected. Sadly, I was not surprised by her cold and totally unempathetic call. This was a textbook, “what NOT to do when an employer is injured scenario.” Needless to say, there was only one phone call, no get well cards, no “welcome back to work” expressions. The manager had essentially dismissed a seriously injured, long term employee. In fact, when I went to the doctor the next day, it became clear that the injuries were extensive and serious. Forget training! Anyone who was brought up properly knows what actions to take. This is a time when upbringing and proper business actions merge. There never was an acknowledgement of the severity of the injuries by the manager. Doubtlessly, the fact that there is high employee turnover is no surprise. Whereas, when I led a large department and had a team member with an on the job injury, I accompanied the team member to the emergency room to offer any support I could and to speed up the care. We sent “get well” cards from the team. Morale and attitude depend on a sense of inclusion as well as empathy. Why care about the team if the “leader” does not care? In the United States, governmental credibility is earned in the halls when representatives and officials are sincerely empathetic with their constituents. An out of touch representative will have a limited career, especially during these times! It takes a lot of mingling and conversing with a cross section of a constituency to begin to understand the voter’s preferences and/or concerns. The next step is to formulate actions that will serve to indicate true concern and to review the ideas in town halls so that voters can express their priorities. These public fora serve to create transparency as long as the representative respects the information gathered, treats all seriously and treats all as worthy of legislative consideration.
The constituency speaks via the ballot box which acts as an indicator of perceived empathy and credibility. Of course this is oversimplified because in the United States only a fraction of qualified voters go to the polls and vote. When there is a lack of perceived empathy, there is diminished participation whether it is at work or in government. The topic of empathy is compatible with the topic of “inclusion vs. exclusion” about which I wrote in a recent issue. Probably one of the best role models for inclusion is a baby elephant, The way elephants treat each other with respect, concern, and kindness is visible as well as touching. Recently PBS series “Nature” featured “Naledi”: one little elephant born in a reserve in Botswana. Her human companions exercised extreme empathy on a 24/7 basis and saved her life. When this vulnerable baby elephant returned to her adopted family unit, the response of thee elephants was positively accepting and protective. Another application of empathy crops up in a learning environment. One person is assigned to provide a response; yet, another person jumps in to respond without consideration for the other student. This selfish action steals the spotlight away from the selected student. If we all would apply some empathy: “ I know how that feels!” and patience, then each person can experience the spotlight. Simply by pausing for eight seconds, we are giving the person a chance to respond and to shine. Empathy plays a role in our daily lives, and it plays a definite role as we contemplate and prepare for death. While reading a treasure trove of inspiration and wisdom, Tools of the Titans, by Tim Ferriss, I learned about the remarkable BJ Miller who is a palliative care physician at the University of California, San Francisco. As he advises for the Zen Hospice Project in San Francisco, he gives careful thought to the “dignified end of life for his patients. “ He has discovered that there is no formula. Interestingly, it all comes down to listening, being empathetic, and generally caring. He has presented his thoughts on this topic in his wildly well received 2015 TED talk entitled ”What Really Matters at the End of Life.” He provides guidance on how to enhance our lives by making miniscule changes. What is most dramatic is the fact that Dr. Miller is a triple amputee! He is definitely an expert on Empathy! Janet C. Marletto is an educator, mentor, consultant and real estate investor. Please contact her at jmarletto@yahoo.com or through LinkedIn: https://www.linkedin.com/in/jmarletto/
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BATHROOMS CAN STILL MAKE OR BREAK YOUR HOTEL OR RSL
Find out about the search for the finest facility in the land – from sustainable to state of the art It’s no secret that one of our all-time favourite pastimes is swooning over Pinterestworthy bathrooms while dreaming of our next get away. Hotels are known to push the boundaries of decor and provide a welcoming presence for their guests through the use of luxurious design elements.
A
tired and even unpleasant restroom environment can make or break a company’s reputation according to industry experts (not to mention the paying customer). With this in mind Total Facilities Event Manager, Andrew Lawson helped to develop a national competition in search of the finest facility in the land. Now in its fourth year, the eagerly anticipated 2018 Best Bathroom Competition is brought to you by Initial and run by Total Facilities. The winner was revealed on Wednesday 18 April 2018. With seven luxurious, private female cubicles with individual basins, stylish accessories and inlay metallic bronze feature tiles, Merrylands RSL was today named Australia’s Best Bathroom. So what makes Merrylands RSL’s public bathrooms so special? It might just have to do with the level of finishes and attention to detail rarely seen in our nation’s clubs. “The female cubicles in particular provide ample space where our customers can hang their coat and bag, put their phone down and comfortably use the area,” says Steve Brady, Facilities Manager Merrylands RSL. “The location and design of this
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space means it’s dry and feels clean when you enter.” And to prevent the risks associated with slips and falls in high traffic bathrooms such as these, safety was a key requirement. Merrylands RSL’s timed flow taps and paper towel dispensers are located next to the basins to limit water spillage and also to improve hygiene. And custom-made mirrors combined with professional lighting design create a functional and stylish environment. Energy and water saving features were also included in the bathroom facility with high end features built into the sinks, urinals and cubicles. The male, female, disabled bathrooms and parents room were all included in the club’s entry, but the female toilets were particularly lauded.
FROM DÉCOR TO DESIGN, AESTHETICS TO ENVIRONMENT Each year the Best Bathroom Facility competition is open to public bathrooms in spaces such as commercial buildings, shopping centres, hotels or recreational grounds. But they must go above and beyond in the design or cleanliness stakes
“We evaluate bathrooms on design, innovation, aesthetics and products and services that improve wellbeing for everyone,” explains Total Facilities’ Andrew Lawson. “This competition profiles some of the most progressive organisations which are at the forefront of bathroom experiences.” This year, second place was awarded to Tasmanian Land Conservancy (TLC) for its remote area, waterless pod-designed toilet on beautiful Skullbone Plains Reserve in Tasmania. TLC’s loo with a view is good for the environment, uses no water, has minimal odour and is low maintenance. Third place was awarded to 259 George Street for its ultimate commuter and cyclist arrival facilities far exceeding the luxury of any first class airline lounge. The facility boasts 25 personal change suites with warm timber and Japanese tiles. And fourth place went to Monte Sant’ Angelo Mercy College for its simple yet elegant bathroom facilities offering the latest sanitary technologies and sustainable practices. Tinted with bold yet tasteful splashes of colour, the college’s amenities are a huge leap forward from a traditional student amenities block.
WINNER
2nd
3rd
4th 23
At Empire Hospitality we pride ourselves in providing Quality Housekeeping Solutions.
Our focus is on the delivery of cost effective housekeeping services and we continually strive for service excellence, through this method we have built an enviable reputation as a market leader in housekeeping services by providing site-specific delivery to each of our clients. With proven experience in providing the best and efficient service, we are the housekeeping partners of the leading hotels and serviced apartments in Australia.
Contact us now on 02 9571 6811 or 0451 374 970 reception@empirehospitality.com.au I www.empirehospitality.com.au Empire Hospitality Australia Pty Ltd - Suite 102/243 Pyrmont Street - Pyrmont NSW 2009
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COPING WITH THE
Inevitable
BY DEAN MINETT
“There is nothing like returning to a place that remains unchanged to find the ways in which you yourself have changed” – Nelson Mandela
O
ne of the interesting things about having moved around in life is to observe how things have changed or not changed, in certain areas of
your life.
Although I grew up in Melbourne, I have now lived in, or worked in, every other state or territory in Australia. And, whilst many areas of the city have changed physically, many other things haven’t. Victorians still argue about whether or not another Greater Western Sydney should have all the allowances it does; we still have intrigue within the state government; hoteliers are still concerned to push rates up too much and we still turn right from the left hand-side in the city! Sydney-siders still love to knock Victorians (but want to copy Melbourne’s laneways) and are still pretty picky about their restaurants; Queenslanders are still wary of the “wetbacks”, still fight amongst themselves for tourism funding, and are always damn right about their weather being so good! And all states are wary of newcomers with all the answers! In spite of this, when we move around, we can’t help but be exposed to a myriad ways of thinking, performing a particular task, or preparing food – it’s marvellous! But when we return to the familiar, we can’t help but wish we could expose our loved ones, friends or workmates to the same experiences so that they too could appreciate what we have seen, or why we wish to do something in a particular way.
a pupae in a pond, which obviously seems reasonably comfortable, and then they realise that many of their friends disappear and never come back. Suppose two of them agree that whomever goes first will come back: the first one turns into a dragonfly, and all of a sudden discovers life beyond the pond! He/she can fly over the bank, over the hills and beyond, and can see things so marvellous that they could never have imagined them in their wildest dreams! How do they explain all that to a pupae in a pond, that thinks that THEIR life is the epitome of good living!! It is understandable that the dragonfly decides that they cannot explain it, and instead goes on to discover new worlds. Am I comparing work movement in hospitality with life after death? Well, not quite, however I did want to illustrate the difficulty sometimes encountered by those that have moved a fair bit beyond their own pond. I am reminded of a sketch by Bob Newhart, in which he has a (mythical) telephone conversation with Sir Walter Raleigh after Sir Walter discovers Native Americans smoking tobacco in America and is trying to explain the process before he brings it back to England. “What was that Wal? You take some type of leaf, dry it, roll it up in paper, and you do what with it? You set alight to it? And then put it in your mouth?” Obviously most people thought Sir Walter had gone crazy at first, but now…..!
But we often can’t.
When trying to re-connect with old friends or associates, or communicate new ideas to others who are happy with things as they are, it is important to remember that not everyone has had the experience that we have had; we need to be patient rather than give up because they haven’t changed.
In one of his many books on explaining his interpretation of Christianity, CS Lewis wrote of life after death, and discussed why, if there really was such a thing, did the dear departed not do the right thing and come back to tell us so we didn’t have to worry!!
The tapestry of life is made up by a mixture of threads that move and those that are static and, as Helen Keller once said “no pessimist ever discovered the secrets of the stars or sailed to an uncharted land or opened a new heaven to the human spirit”.
His suggestion was to compare it to the life of a dragonfly, whereby they spend the first part of their existence as
Change is inevitable, so be optimistic and be amazed at what you learn.
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Interior Images
CELEBRATING 20 YEARS OF SETTING THE STANDARDS IN LUXURY AMENITIES A milestone is fast approaching for luxury hotel amenity supplier, Interior Images, as it celebrates its 20th Anniversary in June 2018.
E
stablished in 1998 in Melbourne, Victoria, Interior Images was founded by former interior designer, Val Harding, after her family moved to Australia from England. Driven by a lifelong passion for travel and hotels, Val Harding, MD
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Interior Images, challenged the low quality and lack of choice of hotel bath amenities that were available in Australia at the time. By being the first to import and distribute superior, internationally-recognised brands, Val elevated guest experiences
and revolutionised the Australian hospitality industry in the process. Her industry reputation has followed a similar upward trajectory, evidenced by a growing portfolio of renowned global brands that seek her
representation, as well as recognition with the prestigious Ernst & Young Southern Region Entrepreneur of the Year award in 2007. Val – “I’m an entrepreneur at heart, so it’s in my nature to constantly search for the next opportunity. That’s why we recently entered into an exclusive distribution agreement with Frette linens, which is an exciting new area for us.” It’s not hard to pinpoint the secret to Val’s success. As a former hotelier herself with astute business acumen, she not only understands the everchanging needs of discerning travellers, but also the real-life logistical pressures hoteliers face. Her warm, approachable disposition and her commitment to conducting business with integrity make her the ideal business partner for hotels. She
skilfully guides Interior Images’ more than 300 clients through open and honest conversations by phone or in person to develop savvy strategies. Val – “I believe genuine relationships make all the difference. When you feel comfortable talking through your needs or requesting tight turnarounds, you and your trusted partners make the right decisions, at the right moments.” 20 years on, Interior Images continues to manage the largest portfolio of international luxury brands, including Bulgari, Molton Brown, REN and Malin+Goetz, as well as home-grown favourites such as ASPAR, Subtle Energies and Serendipity. And as travellers’ tastes and expectations change, so does Interior Images, further developing their custom amenities services and preparing to introduce several new brands to the market this year.
International Interior Images is Australia and New Zealand’s leading supplier of luxury hotel amenities. Its portfolio ranges from international brands such as Molton Brown, Bulgari, REN and Malin+Goetz, to Australian brands such as ASPAR, Subtle Energies and Serendipity. They also proudly distribute Frette linens, Kube System electronics and a host of dry amenities and accessories. As a reliable partner, International Interior Images offers unparalleled service and plays an important role in finding amenity solutions to the cost, quality, branding and environmental challenges faced by their partners in the hospitality industry. International Interior Images was founded by Val Harding in 1998 and is based in Port Melbourne, Victoria, Australia. Further information is available www.interior-images.com.au or info@interior-images.com.au
Val – “I love what I do and feel so grateful to work in our industry. I can’t wait to see what the next twenty years will bring.”
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7 WAYS TO PICK A
good leader
BY KRIS GREENWOOD
How is it that companies so often choose poor leaders, even though strong leadership is crucial to good performance? Often the only criteria is that someone be a high producing individual to get promoted, when management roles require a totally different set of skills than just high performance. The issue is that we focus on the wrong things when we look for "leaders." That fact is that an impressive resume or list of academic achievements isn't necessarily an indicator of leadership potential. But is there a better way to consider who the next leader in your organisation is?
I
n a new role, the candidate will have to face new obstacles, deal with a new team, manage more staff, introduce new products and do it all without a clear road map. Because of this, any leadership appointment is somewhat speculative - but there is a way to be smart when you're making a captain's call. Considering a few critical factors when choosing a new leader can make all the difference in your new management structure. So what qualities should you focus on before handing out the next big promotion or making a big promotion decision?
1. INTEGRITY It all begins with integrity. Integrity is the core underpinning for leadership effectiveness. It is a blend of honesty,
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consistency and ethics. If a leader's integrity is thrown into doubt, it is very hard for a leader to regain the trust of his or her staff.
2. PASSION Integrity alone won't win the commitment and trust of your employees. Passion enables a leader to keep moving forward, even in tough times, and inspires the people around them to work harder towards their goals.
3. COURAGE Courage is necessary to make the difficult decisions when facing conflicts and mediating adversity. Courage springs from a leader’s core values and commitment to a vision.
4. VISION
7. EMOTIONAL INTELLIGENCE
Without a compelling vision or destination, how can a leader effectively persuade people to embark upon a new direction? Visionary leaders inspire employees to imagine a better future and work hard to achieve it.
While empathy is externally focused, emotional intelligence is internally focused. An emotionally intelligent leader habitually takes a hard, honest look at themselves and accurately discerns their strengths, weaknesses and blind spots. Putting personal pride aside, they actively solicit the input of others and incorporate the team’s best ideas into the overall action plan. Without emotional intelligence, hubris sets in, and a leader will overestimate his own ability and alienate others. When a leader begins to let their team down, they may lose the loyalty they've worked so hard to earn. A huge mistake organisations make is failing to account for emotional intelligence - from my perspective, I've seen it derail more managers than anything else on this list.
5. JUDGMENT Actually achieving this vision, however, requires judgment. Good judgment allows the leader to make solid business decisions and choices. When confronting a difficult new challenge they must quickly zero in on the most important issues. They must be able to prioritise and make difficult trade-offs, keeping in mind the possible inadvertent consequences of their decisions.
6. EMPATHY No matter the company or organisation, the diversity of staff will always be constant. Each team member has a different personality, motivation and underlying agenda. Empathy is the attribute that allows a leader to effectively understand what makes other people tick, and to best position them to achieve their own goals and those of their organisation. Empathy also gives a leader the upper hand when dealing with clients and customers - getting to the core of any dissatisfaction quickly, and addressing it, is an important aspect of any leadership role.
These seven leadership attributes - integrity, vision, judgment, passion, courage, empathy and emotional intelligence — are all the hallmarks of great leaders, regardless of industry or geography. By gearing any candidate assessment towards these traits, and away from false predictors of success, you will be one big step ahead of the rest of the crowd who are still scratching their heads wondering why they are so bad at picking good leaders. ď Ž
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WELCOME TO
Q1 RESORT AND SPA GOLD COAST
Images courtesy of Monday Agency, www.mondayagency.com; www.q1.com.au
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The importance of customer experience and ensuring the hotel team are set to deliver the extraordinary Monday Agency was born from a desire to do things differently, having worked for global, luxury, design-led hotel brands for over a decade, including Accor Hotels, Palazzo Versace and QT Hotels & Resorts. Founder and Managing Director, Laura-Jade Hallion saw an opportunity to create a new breed of agency, a hybrid agency providing hotel management consulting and creative services to the hotel industry.
I
magine an era where business strategists, creatives and digital experts worked under one roof to help hoteliers, developers and lifestyle brands innovate and refine their customer experience. That era is now. An agency who truly understands that at the heart of a hotel 'it's people' and inspiring teams that come together to deliver extraordinary customer experiences. “We put customers at the heart of everything we do – our approach focuses on reconnecting with your customers.” Monday Agency works with hoteliers to enable cultural transformation, empowering hotel teams to go-off script and be spontaneous in their gestures. Authentic, personalised guest experiences or surprise and delight tactics, are essential for brands to achieve a higher level of loyalty in a competitive marketplace. To deliver experiences like this require the entire hotel team to come together, in particular, the front office team, concierge and housekeeping as they are essentially responsible for a high percentage of the customer journey. It is essential to give these teams the tools, resources and time necessary to achieve these experiences.
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as leaving a handwritten note in the room or a preferred newspaper at the door. We recently worked on a hotel opening project in Brisbane and worked with the hotel team to create a unique customer journey map, identifying the opportunities to influence the customer's experience. We crafted experiences focused on delighting the senses, from a personalised scent to partnering with a local nursery to deliver fresh flowers to the hotel daily, providing botanical-infused iced water on arrival, designing a customised pillow menu. Coordinating complimentary early-morning yoga classes and a handwritten welcome letter personally inviting the guests to return and book directly to receive 15% off best available rates. Another project involved going one step further, utilising social listening technology to listen and analyse their customers, by gathering the customer behaviours, likes and dislikes allowed us to curate completely bespoke experiences, from pre-organising manicures and selecting the a customers favourite polish to delivering surfboard wax to the customer's room for an early morning surf.
At Monday Agency we work with hoteliers to map out their customer journey and establish how they can influence every touch point.
As a result of customer journey mapping and extraordinary customer experience implementation, our clients have achieved up to 25% growth in direct hotel revenue.
Customer experiences are from the heart, of course, they can be grand gestures such as booking a guest in for a tennis lesson with a pro when they discover they love the sport or something as inexpensive but heartfelt
Monday Agency work with hotels and lifestyle brands in Australia and Internationally to redefine their customer experience and create value for those who matter most.
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THE GOOD OLD-FASHIONED
Cleaning basics
BY MARC FERGUSON, INTERNATIONAL BUSINESS DEVELOPMENT MANAGER, KAIVAC,
The professional cleaning industry is changing faster today than at any other time in its history. And because of this, many of us have gotten caught up in the whirlwind of change, anxiously waiting to see the next new technology to come through the door.
B
ut there is a downside to this. Some of us may be starting to forget the basics of professional cleaning, whether in a hotel property, school, or office building. These basics rarely change no matter what technology or cleaning methods are introduced, and they help us make sure we clean effectively, safely, and efficiently. To help keep these best practices at the forefront, presented below are some of the “good old-fashioned cleaning basics” that some of us may have forgotten but that are as relevant today as ever, and should be followed.
ONE GULP OR TWO It’s so easy to just grab a cleaning solution, pour it into a sprayer, and then add some water. We’ve all done this at one time or another, and many of us still do it on a pretty regular basis. Yes, it makes things fast and easy, but it’s not correct. Here’s why. Virtually all cleaning solutions are designed to do the following: • Wet a surface (or help keep it wet) • Suspend soils on that surface • Cluster the soils, known as agglomeration, so that they can be wiped away The scientists who developed these chemicals have predetermined just how much water should be added to the product for it to work effectively. If you’re not careful with the dilution, the product might not work as well. So, how do we save time and still correctly dilute cleaning solutions? An auto-dispensing or chemical dispensing system will handle the job perfectly. If using a no-touch cleaning system, the machine will do this work for you as it is used. A metered amount of solution will be mixed with water during the cleaning process. The metered amount can be adjusted to address the cleaning challenge at hand. Either way, when cleaning solutions must be diluted properly.
MORE IS EVEN BETTER Very closely related to “one gulp or two” is when a cleaning professional, masquerading as an amateur chemist, decides that if a little cleaning solution works well, more will be even better. Years ago, cleaning professionals would do this if the cleaning solution added a pleasant fragrance to the area where it was used. Very often the hotel guest (or manager) appreciated the fragrance, but not so much today. But once again, using more chemical than required is not something we should be doing. As mentioned earlier, the real chemists have already determined the proper dilution ratios. Resist the “more is better” temptation.
DON’T WORRY, IT WILL WORK FINE Many hotel properties have “downsized” when it comes to cleaning solutions. Instead of stocking several different cleaning products—many of which could be used for the same or similar purpose—they now stock just a few. What they have done is select the most effective cleaning solutions and discarded the rest. This makes it a lot easier when it comes to staff training, opens up storage space, and can save the property some money to boot.
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However, it can also make cleaning professionals overly confident about a cleaning solution, and they may use it where it should not be used. The most common example is using a cleaning solution designed for restroom cleaning, for instance, on carpet or upholstery, without first testing for colourfastness. The solution may undoubtedly work well on countertops, but it may fade or stain fabric. Whereas spots can usually be removed from fabric or carpet, a stain is permanent.
I’LL GET TO IT LATER Speaking of spots and stains, another professional cleaning basic that might be getting lost in the shuffle is attending to hard-surface floor spills quickly. Instead, we may just block off the spill and wait to clean it up later. Although there are no set guidelines as to how long it takes for a spill to become a spot and then a stain, what we do know is that the sooner it is cleaned, the more likely it can be removed without marring flooring. And safety is an issue as well. According to some studies, slip-and-fall accidents are most common in retail and grocery stores, but right behind them are hotels. When a spill occurs, the cleaning basics tell us that “I’ll get to it later” is just not an option.
DON’T WORRY ABOUT THE SUN While window cleaning is not necessarily a regular cleaning duty for most hotel housekeepers, sometimes they just have to do it. A mistake that some may make is cleaning windows in direct sunlight. More often than not, you’re going to be left with a lot of streaks on the window. This is because the window cleaning solution dries very quickly when the window is warm or in direct sunlight. This happens whether you are using a squeegee or paper towels to wipe the window. The best time to clean hotel guest room windows is when they are not in direct sunlight or late afternoon. Even in hot climates, warm windows tend to get cooler later in the afternoon.
IGNORING “WARNING-LABEL PUPPIES” We’ve got a bit of a problem when it comes to cautionary labels on cleaning chemicals. Manufacturers want to err on the side of caution, and because they are often leery of regulations, may “overwarn” users as to the potential dangers of a product. (See What’s the Difference Between “Warning” and “Danger?”)
But researchers have found that many of these “dangers” are not that dangerous after all. They refer to them as “warning-label puppies.” The label shouts danger as if coming from a wolf, but in reality, the danger is so remote, it should be coming from a little puppy. But here’s the problem. We have started to ignore these warnings; do not read the labels at all; or at best, glance over them. Reading and heeding the label is a professional cleaning basic we must not forget to do. Any cleaning solution, even a green cleaning solution, can be dangerous, especially if used improperly. Always read the label.
IF IT’S A MESS, JUST CLEAN IT UP Earlier we mentioned how important it is to test the colourfastness of carpet or fabric before applying a cleaning solution. The same applies when we clean other types of surfaces as well. For instance, using the wrong cleaner on a stainless steel countertop or appliance can permanently damage its appearance. Natural stone surfaces such as granite, marble, travertine, and limestone are very porous. Using the wrong cleaning solution may not only chemically react with natural stone, but may etch the stone. This is when the chemical starts eating away at the stone. Again, read the label to be sure the product is suited for the task at hand.
CLEANING BASICS AND NEW CLEANING TECHNOLOGIES So, should we forget about some of these new cleaning technologies being introduced and only focus on the basics? Of course not. Many new technologies have been developed so we can clean more effectively, clean faster, and better protect the health of building users. Remember the spill on a hardsurface floor we discussed earlier? New auto-vac cleaning systems have recently been introduced that can remove that spill in minutes, leaving the floor dry in seconds. This prevents slip-and-fall accidents and the potential for a spill to become a spot or stain. So, while we do want to pay attention to new technologies, let’s not forget the basics of professional cleaning that have served us well—and likely always will. 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.
WHAT’S THE DIFFERENCE BETWEEN “WARNING” AND “DANGER?” While this can vary internationally, a “warning” on a product label indicates that if certain steps are not taken, a hazardous situation can result in death or serious injury “Danger,” indicates a situation that must be avoided because it will lead to death or injury. Danger is used in the most extreme situations.
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37 13/10/2017 5:27 pm
Your resume
IS YOUR CALLING CARD
BY STUART MULLINS, EXECUTIVE SEARCH INTERNATIONAL
Your resume is usually the first thing the recruiter; the client, the HR Manage, the General Manager views and we judge you on this. When applying to a position, you are just a number, another resume amongst 100’s of others; recruiters, clients, employers and HR Managers receive.
O
f course, if applying for a high-end hospitality recruiter you will usually receive more attention as it’s a more directed application BUT this is an overall general picture being painted. Believe it or not most CVs get around a 10 second view, s o the effort you put in is what you get in return. So what effort did you put into your CV?
All the so-called "secrets of success" will not work unless you do.
Author Unknown
• Use your smart phone. Have someone take many snaps and out of the 50 or so you WILL get one that grabs you. If it takes Vogue Magazine days and 1000’s of shots to get one quality model shot good enough for the front cover, why do we think it takes us 2 minutes? For international positions add in: • Age • Marital status
HYPOTHETICALLY; Would you send your current resume to a function or cocktail evening representing you? How comfortable do you think you would be knowing this? If not comfortable it’s then time to rethink what you are sending out. If comfortable you are on the right track. You had the CV in a Tux or evening gown, well done. Your CV should be like a painting in an art gallery. We stand back, admire and enjoy. Your CV is no different. If looking at your resume doesn’t grab you, then it’s not going to grab the reader. So take the time and put in the effort and the rewards will come your way. That’s life; persistent effort will always be rewarded. Always has.
I've got a theory that if you give 100 percent all of the time, somehow things will work out in the end.
YOUR FIRST PAGE: • Photo in top right hand corner and never any “selfies” or the use of passport photos. Nobody looks great in a passport photo. Not Tom Cruise nor Charlize Theron nor George Clooney
Larry Bird
FOR YOUR RESUME A FEW POINTERS: No 1: Remember the recruiter, the client or the HR Manager are NOT mind readers. So for the hospitality CV, a few basic rules:
• Children, especially of school age years. Why? Each child can cost a client, an employer a minimum $15k usd pa per child and upward. In some cases up to $30k usd per child per year in places like the UAE, HK, Japan, China. Hiding this detail may come back to bite you so best to be upfront now. As mentioning you have four children in your 3rd interview could be a “slight dampener” on the occasion. • Add in tertiary education, on-going course, computer skills, awards and achievements. Sell your awards, as many do not.
EMPLOYMENT HISTORY: • Always put in month and year start and finish AND reason for leaving. • Name of Hotel/Resort and Web site address. • Star ratings. • How many rooms, suites, villas etc. • How many F&B outlets? Function rooms and size? • Reporting to whom? • How many people you manage? • Brief description of the property. i.e.
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• The Fabien Hotel is a LHW located in the heart of Paris. • 235 rooms and suites. • 4 award winning F&B outlets. One Michelin star. • And home to diplomats and celebrities... You get the gist. I mean, give a description of the Hotel/Resort/Restaurant that paints a vivid picture. That excites the reader and you. If your resume doesn’t grab you it ain’t going to grab the reader. And
So please take the time to research and research and research. It really is equivalent to going on a first date and not knowing your partners name OR calling them by another name. Second date? Highly unlikely. Worst still, and my bug bare: DO NOT start a cover letter with:
Commenting, “If they could only meet me, I know I will get the job” (No you won’t) this comment does not cut the mustard with employers nor recruiters. Some talented candidates add in photos of the property they are current at to the right hand side of their stated position. This is fine as really your CV is your marketing document. It’s a brochure .So make an impact. Sell yourself / market yourself.
Put your heart, mind, intellect and soul even to your smallest acts. This is the secret of success.
This means the cover letter is generic in nature. A mass send out and indicates you have taken no time to study the client or recruiters web site nor to find an appropriate name to send your resume to. This is where the delete button comes in handy.
Swami Sivananda
DEAR SIR, I HAVE HEARD SO MUCH ABOUT YOUR ESTEEMED COMPANY OR I WOULD LIKE TO APPLY TO YOUR PRESTIGIOUS ORGANISATION “ Really? My esteemed company? My prestigious organisation? This is one quick fire way to get deleted without a shot being fired. Don’t do it. Take time to study the role .The company and find the right person to send your CV to using their name in the opening line, then send.
For Chefs and Restaurant Managers make sure you have:
Be clear. Be concise. Get to the point.
• Size of operation
How do I write a cover letter?
• How many seaters. Opened for Breakfast? Lunch? Dinner?
Imagine you are the hirer, the recruiter, the HR professional. What would you like to read and see in a cover letter? And follow this.
• Size of brigade • Type of cuisine in the outlets • Awards received. Any restaurant ratings i.e. Michelin star. Chefs Hats • Web sites of restaurants? Many do not have this included. You should. It assists the recruiter, the hirer easy access to view where your work and type of establishment and displays to the client you are proactive/creative
THE COVER LETTER Most senior recruiters, Human Resources Managers or the hiring manager open the CV first then maybe the cover letter. The cover letter gets a brief look at best. A lot of the time it is not opened at all. BUT the Do’s and Don’t’s cover letter If you begin with DEAR SIR OR MADAM, OR TO WHOM IT MAY CONCERN
Life is pretty simple when nutted down. Keep it simple and to the point.
REFEREES Many different opinions on this. Mine is put down at least two referees at the end of the resume. Who they are, their titles, relationship to you professionally, and there contacts BUT stating: “Please do not contact referees without my knowledge/ permission due to professional courtesy”.
REMEMBER
Success is dependent on effort and happiness lies in the joy of achievement and the thrill of creative effort.
Frankin D Roosevelt
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HAPPY HOUSEKEEPERS, HAPPY MANAGERS, AND HAPPY GUESTS BY JERRIE HSIEH, PH.D. ASSOCIATION PROFESSOR HOSPITALITY AND TOURISM MANAGEMENT, ROCHESTER INSTITUTE OF TECHNOLOGY
H
otel housekeepers play a crucial role in contributing to the core product – a clean guestroom – of any hotel operation. Without the hard work of housekeepers, the service quality, guest satisfaction, and revenue of these establishments would all suffer. According to a study by the Canadian Center for Occupational Health and Safety,1 on average a hotel housekeeper changes body position every three seconds in the process of cleaning, yielding 8,000 different body postures during an eight-hour shift. This renders these workers far more susceptible to repetitive motion injuries and musculoskeletal disorders than other workers.1,2 Krause’s et al.’s 3,4 studies on hotel housekeepers in San Francisco and Las Vegas indicated that more than 75% of hotel housekeepers experience body pain induced by their cleaning jobs, especially in the neck, shoulders, upper and lower back and hands. Some of the housekeepers were forced to take a day off to cope with the pain, while others required pain medication on a regular basis, even when not working.
Upper back foam roller exercise
Posterior & Lateral Shoulder Foam Roller Exercise
Foam rollers are exercise devices used for self-massage that come in long, cylindrical shapes of differing sizes and textures. Foam rolling presents a novel therapeutic approach promoted by physical and occupational therapists and sport professionals5 that allows individuals to roll their bodies upon a dense foam roller which applies pressure to muscle tissues. Early research on foam rolling suggests it can help improve range of motion (the degree of movement that a joint can achieve), muscle performance, and aid in post-exercise recovery.6 Foam rolling can also be used before a workout to reduce post-exercise muscle soreness.7 Although the foam roller is easy to use, it has not been applied in a hotel housekeeping context to enhance the occupational health of housekeepers. Dr. Jerrie Hsieh, an associate professor in the Department of Hospitality and Tourism Management at the Rochester Institute of Technology (RIT), along with her colleagues at RIT’s Wellness Center recently conducted an experimental study on 12 hotel housekeepers at two local Rochester hotels to test the efficacy of short-term foam-roller exercise on reducing hotel housekeepers’ body pain and improving their range of motion. During the three-month study, a certified coach led a daily 20-minute foam-rolling group exercise at
8 am (weekdays) and 9 am (weekends) on the experimental site. Dr. Hsin-Ming Wang, an expert in sports medicine and kinesiology, developed three sets of foam-rolling activities based on major work-related body pain identified in previous studies. The three sets of foam-rolling exercises were rotated throughout the three-month experimental
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period to ensure that all target areas received treatment. A trained examiner took range of motion measurements from all participants at three points during the study: before the study, midway (six weeks), and after the study (12 weeks). Statistically significant differences were found within and between the two groups, specifically in the back (lateral flexion), indicating the positive impact of foamrolling exercise on improving hotel housekeepers’ back movement. Significant range of motion improvement was found in the neck (rotation), hip (flexion, adduction), shoulders, and ankles not only within the experimental group (with exercise), but also within the control group (without exercise). It is suspected that the small sample size may have reduced the accuracy of the analysis, thus eliciting no significant differences between study groups. Anterior Chest Foam Roller Exercise
Lower Back Foam Roller Exercise
Fore Arms Foam Roller Exercise
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Although the impact of the foam-roller exercises upon improving hotel housekeepers’ range of motion was found only in the back area, the interview comments gleaned from the exercise participating housekeepers provide promising findings regarding the benefits of foam-roller exercises on relaxing housekeepers’ muscles and reducing their body pain. At the end of the study, the participants were asked to compare a workday starting both without and with the foam roller exercise in terms of their energy level and body pain on a 10-point Likert scale. Participants reported increased energy levels from 4.2 to 8.6 (using a 10-point Likert scale, where 1 = dead tired, and 10 = full of energy) and reduced average pain from 8 to 3.2 (1 = no pain; 10 = extreme pain). When asked about changes they noticed in themselves due to the foam-roller exercise, two interviewees reported that they had formerly visited their doctors for back pain prior to participating in the study. Since the study, their back pain had diminished and they had not visited their doctors for back pain. Some mentioned that when they started their day with foam rolling, they felt they could do more work while feeling less tired at the end of the workday. Phrases used to describe changes due to the foam-rolling exercise included “feel good,” “feel team-oriented,” “feel happier,” “feel more motivated,” “feel less tense,” “feel more energetic,” “less body pain.” Several participants mentioned that they enjoyed the conversation during the exercise and felt they developed closer relationships with their co-workers. Some mentioned that of all the exercise movements, they enjoyed rolling upon their backs the most. One commented, “When I first came to the session, I did not believe this would help me, but it did. Every morning I could not wait to come to work to do the foam-rolling exercise.” Another added that, “I am going to miss the coming every day.” While another housekeeper remarked that, “The exercise is helpful and prepares me to be ready for work. I wish other people in the hotel or all hotel housekeepers could do the foam-roller exercise.” All foam-rolling housekeepers wanted to make sure that they could keep a foam roller with them so they could continue exercising by themselves at home.
The foam roller is user-friendly and cost-effective. Hotel housekeepers can perform foam-rolling exercises at their own convenience. Employers should consider providing such a morning foam-rolling exercise program to prepare housekeepers, thus safeguarding their health, increasing employee morale, and reducing the burden of healthcare in society in general. ď Ž
REFERENCES 1. Canadian Center for Occupational Health and Safety. (n.d.).Occupations & workplaces: Hotel housekeeping. Retrieved from http://www.ccohs.ca/oshanswers/occup_workplace/hotel_housekeeping. html 2. Buchanan, S., Vossenas, P., Krause, N., Moriarty, J., Frumin, E., Shimek, J. A., . . . Punnett, L. (2010). Occupational injury disparities in the US hotel industry. American Journal of Industrial Medicine, 53(2), 116–125. 3. Lee, P.T., & Krause, N. (2002). The impact of a worker health study on working conditions. Journal of Public Health Policy, 23(3), 268-285. 4. Krause, N., Scherzer, T., & Rugulies, R. (2005). Physical workload, work intensification and prevalence of pain in low wage workers: Results from a participatory research project with hotel room cleaners in Las Vegas. American Journal of Industrial Medicine, 48(5), 326-337.
Upper Legs Foam Roller Exercise
5. MacDonald, G. Z., Penney, M. D., Mullaley, M. E., Cuconato, A. L., Drake, C. D., Behm, D. G., & Button, D. C. (2013). An acute bout of self-myofascial release increases range of motion without a subsequent decrease in muscle activation or force. Journal of Strength and Conditioning Research, 27(3), 812-821. 6. Cheatham, S.W., Kolber, M. J., Cain, M., & Lee, M. (2015). The effects of self-myofascial release using a foam roll or roller massager on joint range of motion, muscle recovery, and performance: A systematic review. The International Journal of Physical Therapy, 10(6), 827-838. 7. Schroeder, A. N., & Best, T. M. (2015). Is self-myofascial release an effective preexercise and recovery strategy? A literature review. Current Sports Medicine Reports, 14(3), 200-208.
Range of Motion Measurement
Dr. Hsieh (second to the last), hotel operation director (the last in line), and participating housekeepers
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How Artificial Intelligence IS REVOLUTIONISING HOSPITALITY BY BRENDON GRANGER
In our last issue Brendon Granger, our technology expert, discussed artificial intelligence. In this edition he continues his discussion on how AI is being used in the hospitality industry.
T
he use of artificial intelligence in hospitality might once have been envisaged as part of some distant future, but it’s now making its way into the hotels of today – helping to improve internal efficiency, price rooms, and enhance the guest experience. Here are just some of the ways AI is being implemented right now by hotels around the world.
1. VOICE-CONTROLLED TECHNOLOGY Just recently, Wynn Las Vegas announced it’ll be adding Amazon Echo to all of its 4,748 hotel rooms, giving guests the ability to control various features in their room using just their voice. Initially, guests will be able to control the lights, temperature, drapery and TV. But Wynn Las Vegas is planning to harness some of Amazon Echo’s other impressive features, including its personal assistant function. Soon, guests could start using Echo to get personal recommendations or receive information on hotel services and attractions in the local area.
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While proving a large investment, this kind of technology isn’t just being used exclusively by major brands. Last year, Clarion Hotel Amaranten in Stockholm started piloting their own in-room assistant based on Amazon Echo. Working with U.S. tech firm Edge DNA, the assistant was designed to include hotel-specific features, such as allowing guests to order taxis, request room service, search online for information, and find out about the hotel opening hours. Consumer demand for personal assistants is booming right now. As they enter the home and start to become mainstream, it’s likely that travellers will soon begin to expect similar technology in their hotel room.
2. RISE OF THE ROBOTS Working alongside IBM, Hilton is piloting “Connie” - billed as “the hospitality industry’s first Watsonenabled robot concierge”. When guests check in at the Hilton McLean in Virginia, USA, Connie is on hand to provide information on tourist sights, the local dining scene, and answer questions about hotel services and amenities.
Using Watson's cognitive computing power, Connie can sift through vast amounts of online content to answer on-the-spot queries. And with every interaction, Connie learns and develops its ability to make tailored recommendations. Meanwhile, the Henn na Hotel in Sasebo, Japan, is officially the world’s first hotel to be staffed by robots. The front desk is manned by a humanoid female and a dinosaur that helps with check in and check out. A mechanical “robot cloak room” in the lobby stores luggage in private lockers, and robotic porters are available in certain parts of the hotel to carry luggage to rooms. Every room also has an assistant robot called Churi-chan that can carry out a range of functions, such as turning off the room lights and providing up-to-date information on things like current weather conditions. Increasingly, robots are starting to be deployed in hotels around the world. Aloft hotel in Cupertino has a robotic butler called Botlr that delivers items to guests, including towels, toiletries, and coffee. After calling the elevator using Wi-Fi, Botlr navigates its way to a guest’s room, then calls the
hotel room phone to announce its arrival. While not artificially intelligent, it’s easy to imagine how the next wave of robotic butlers might be integrated with cognitive capabilities. By learning through every interaction, a robot such as Botlr would be able to establish a guest’s preferences, make personalised recommendations, and provide relevant information about services and amenities – all on the doorstep of the hotel room.
3. TAPPING INTO GUEST DATA While robotic butlers and in-room voice assistants have some very obvious advantages at the front end of hospitality, artificial intelligence can also deliver major benefits behind the scenes. At the luxury hotel chain Dorchester Collection, AI is being harnessed to gain vital insights into guest needs and preferences. Digital customer feedback is analysed by the Metis platform, which sifts through thousands of reviews in multiple languages. This cognitive computing power was recently applied to a brand-wide study of 7,454 guest reviews. After analysing the data, Metis produced a 30-minute interactive video that summarised its findings to hotel staff. In the first instance, using AI in this way saves hotel staff endless hours of methodically studying customer surveys and feedback. But it can also identify meaningful information and correlations within data that a human might simply miss. By providing in-depth insights from thousands of reviews, AI is helping brands such as Dorchester Collection build deeper customer profiles and monitor general trends across an extensive portfolio. And with the ability to review data so quickly, hotels can access the most up-to-date customer sentiments in virtually no time at all.
4. MAXIMISING BOOKING REVENUE Together, artificial intelligence and machine learning are also helping hotels maximize their booking revenue. Instead of relying entirely on human judgement, automation can rapidly analyse huge chunks of data to help hoteliers’ price rooms efficiently. Starwood Hotels invested $50 million to develop its own analytics software platform (named ROS) that conducts a staggering amount of calculations using hundreds of variables that impact supply and demand. Based on factors such as past and present booking data, room type, and daily rate information, ROS automatically calibrates pricing. Powered by machine learning, Starwood’s platform also continues to learn and develop its ability to set room rates. For major chains with multiple hotels, having this kind of intelligent automation means that thousands of rooms can be strategically priced in real-time an achievement that simply isn’t possible through manual human processing.
IN CONCLUSION While early days, a number of hotels are already seeing dramatic benefits of artificial intelligence. At the front end, robotic butlers and in-room voice assistants are greeting guests,
offering helpful recommendations, and providing a streamlined way to request services and facilities. Behind the scenes, AI is making sense of huge amounts of data to help hotels monitor inventory, price rooms, and gain invaluable guest insights. As the technology progresses and price comes down, it’s clear that in the coming years, artificial intelligence has the potential to revolutionise the hotel industry in every way imaginable. The time to start considering its potential is now.
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.
Managing
Latte’s BY RALPH PETERSON
“
Look at all of this trash on the floor!” I heard someone say as I sat down with my coffee. I looked up and saw a middle aged man scowling at anyone that dared to make eye contact with him. He started with his hands in the air, but when no one looked at him, he slowly moved them to his hips. He shook his head from side to side as he looked around at the mess. “This is the kind of BS that I am talking about here,” he said. A younger woman who was busy making sandwiches spoke up. “No one is throwing trash on the floor,” she said, her back toward him. “The trash can is full and we don’t have time to deal with it right now.” The middle aged man’s eyes grew wide and with two giant steps was beside her. He pulled the trash can out from under the counter.
all worked up, still complaining to anyone and everyone who would listen. I wanted to wait; to talk to the manager; to ask if he had heard the bickering and was ignoring it out of newness and fear, or if he was carefully choosing his battles, but my plane was boarding.
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, (Four-Nineteen Press, 2017-2014). Additionally, Ralph is a management training and development consultant that specializes in building Five-Star Leadership Teams in Health Care. Contact him at Ralph@RalphPeterson.com (Twitter: @ralphpeterson08)
“Look,” he said. It was nearly empty. Another woman came out of the back room and stood in the door way with a broom in her hand. She too was shaking her head in disgust. “No one has any respect for other people round here,” she said and then she started sweeping. The young woman shook her head in exasperation but didn’t turn around. “I also filled all the napkin dispensers for you,” the middle aged man said to the young woman making sandwiches. She looked back at him with a confused look on her face. “You filled them for me?” she said. “You didn’t fill them for me. I don’t own this place. This isn’t my coffee shop. You filled them for us.” The middle aged man made an intelligible grunting sound and with his nose in the air, walked into the back room. I looked around, wondering where the manager was, or perhaps, if the middle aged man was the manager, or the assistant or something; I hoped not. A few minutes later, my plane boarding, I gathered up my stuff and headed out. That is when I saw him. The guy behind the counter, the one who waited on me, who was waiting on everyone, was wearing a name tag that said “Manager.” I stopped and watched him. Big smile. Very friendly. Fast. To his left was an older woman busy making latte’s. On his right, a young woman making sandwiches. Behind him, through the doorway, I could imagine the middle aged man
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St John Ambulance
(VICTORIA)
St John Ambulance Australia is a proud volunteer based organisation committed to saving lives and dedicated to helping people in sickness, distress, suffering or danger. The nation’s largest and preferred First Aid training provider, St John is a predominantly selffunded charity that has been providing services to Australians for over 130 years.
T
hey are committed to promoting the importance of First Aid in the community to build community resilience through several unique programs. These include running free First Aid training courses for local school children, and providing St John volunteers and equipment at many community events like local footy matches. The First Aid in Schools program allows St John to start this training earlier with younger Australians. This is paramount to St John’s mission of making First Aid a part of everyone’s life. In 2015 alone, St John trained almost 800,000 Australians in First Aid. Currently Only 21 per cent of Australians are confident to respond in a First Aid emergency, St John Ambulance (Victoria) has revealed. Research* conducted by the not-forprofit has also found almost half of Australians have never been trained in First Aid and are therefore unlikely to have the ability to save a life if required. Just 13 per cent of Australians have been First Aid trained in the last year. With the provision of First Aid often the difference between life and death, St John has today launched an appeal to get more Australians trained, calling for at least one person in every household and workplace to be First Aid prepared.
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New findings for the hospitality, accommodation and food services industries found that workers were not confident in administering First Aid. St John Ambulance (Victoria) has released findings showing that of those working in accommodation and food services: • Almost three quarters (72 per cent) would not feel confident in responding to a First Aid emergency • 62 per cent of men have never completed First Aid training (compared to 48 per cent of women) • Less than half (45 per cent) of all workers have ever completed First Aid training With the provision of First Aid often the difference between life and death, St John Ambulance is calling for action to get more Australian employees trained.
ST JOHN AMBULANCE FIRST AID TRAINING COURSES St John Ambulance provides a wide range of training courses including traditional First Aid 1-day (ideal refresher) or 2-day (beginner) courses,
on-site training at your workplace or e-learning courses. First Aid courses cover a broad range of First Aid techniques and include a CPR certification. The topics covered include recognition and management of the following: • choking and shock • Injuries from head to toe • Wounds and bleeding • Burns, poisons, bites and stings • Exposure to heat and cold • Medical emergencies: chest pain, asthma, anaphylaxis, stroke, seizures, fainting, diabetes • Head, neck and spinal injuries • Fractures, strains, sprains and dislocations Participants are also taught how to administer CPR and utilise the application of a defibrillator. It is recommended these courses should be refreshed every 3 years.
CONTACT: Website: https://www.stjohnvic.com.au Facebook: https://www.facebook.com/stjohnvic/ Twitter: https://twitter.com/StJohnVic Instagram: https://www.instagram.com/stjohnvic/
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HOW THE HOSPITALITY INDUSTRY CAN PROMOTE A SUSTAINABLE ECONOMY AND NEW BUSINESS
buying recycled BY PLANET ARK
In November last year Planet Ark held its National Annual Recycling Week, with its message that buying recycled products matters. Its 2017 research report What Goes Around: Why Buying Recycled Matters found a surprising amount of Australians’ purchasing decisions are influenced by sustainability.
C
ost pressures and existing contracts may limit purchasing decisions, but Planet
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Ark’s 2017 research has found an overwhelming majority of Australians (88%) say they already purchase
products that contain recycled materials. Most Australians (70%) also say they would be more likely
to purchase a product and/or packaging if they contained recycled materials.
This comes off the back off research earlier this year that found employees felt better working for organisations that made tangible efforts to be environmentally responsible. More than nine out of ten Australian households recycle and employees are increasingly expecting recycling facilities in the workplace. Statistics indicate that Australia-wide, 80% of employees would like more recycling in the workplace and that having recycling facilities make them feel like they work for a responsible employer. These benefits to consumer and employee sentiment come with tangible benefits, including better online ratings and higher staff retention. Venues angling for event hire may also find that their environmental credentials get them over the line with prospective guests. Recycling Programs Manager Ryan Collins says that the economy as a whole stands to benefit when consumers and business opt for sustainable purchases. “When consumers and businesses purchase products that are made from recycled materials, they create a demand for recycling, which supports Australian industry, allows new
recycled manufacturing opportunities to flourish and creates jobs. As well as being good for the environment, the financial benefits of this closed loop cycle are significant. It’s estimated that by 2025 the circular economy in Australia could be worth $26 billion.” Examples of recycled products that hotels/motels could use include: • In rooms: Naturale Toilet Paper, Seljak 100% recycled merino wool blankets • In the kitchen: Naturale Paper Towels • In administration: Planet Ark, Reflex or Australian 100% recycled paper For employees at all levels of business, from cleaners to hotel managers, Planet Ark's Recycling Programs Manager Ryan Collins recommends they check out the new War on Waste Toolkit for Business. Developed by Planet Ark as part of its Business Recycling campaign, with the help of the NSW EPA, it provides practical tips on how to encourage more recycling in the workplace and save both money and valuable resources. For the toolkit and more business recycling tips, visit businessrecycling.com.au.
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Recycling Coffee Capsules
AT JW MARRIOTT MACAU BY LIZ LYCETTE
Since the beginning of 2018, the 1015 bedroom JW Marriott Macau has been recycling used Nespresso coffee capsules as a pilot scheme for Nespresso in Macau.
E
very guest room has a Nespresso Pixie coffee machine along with coffee capsules for the guest to use during their stay. Many guests comment on all social media platforms as to the fact there are Nespresso machines in the rooms, citing the great taste and prestige of having a sophisticated coffee machine in every guest room. The process of recycling at the Hotel is not complicated, every Room Attendant picks up the used capsules
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At the recycling plant, the capsules are broken down into coffee grounds and aluminium
as they clean the room, depositing them into boxes outside the Housekeeping office every couple of days. At the end of the month, a weigh in session is conducted, every floor total kilograms recycled is calculated for the month. There is currently a competition going where by the wining floor team get a special prize for achieving the highest results. This encourages all to participate as the competitive spirt of each floor kicks in.
Nespresso then arrange for pickup of the used capsules. The capsules are sent for processing. In nearby Hong Kong the coffee grounds are given to an organic farm to be used as fertilizer while the aluminium pods are sent to the aluminium recycling plant. The recycled aluminium is then reinvented into everything from bicycles to every other aluminium product you can think of. Nespresso is still trying to source the best place in Macau to use the
coffee grounds as there are very few farms in the area. This is a great success story, in January 54 kilos of capsules were recycled, in February this rose to 102 kilos, with the competition now in full swing we hope the quantities will continue to rise and our recycle rate grow. ď Ž
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Laundry Tips
COURTESY OF LAUNDRY EQUIPMENT COMPANY
EASY BLOOD REMOVAL
I
t is easy to remove blood from linen and this tip will blow you away.
Step 1. Add 'hand warm water' to sink or bowl (hand warm water is the same temperature as your hand, neither hot or cold) Step 2. Add a teaspoon of ordinary table salt to the water. Step 3. Put the article into the salty solution and it's 'hey presto' if it fresh and if it has been dried for a while it may take a bit of coaxing with a bit of agitating. When the blood has been removed, wash in the usual manner. If you are washing any linens that have blood on it if you add a pound of ordinary salt to a 400# load, run the machine for 4-6 mins with 'split water temp' do not go over 98 degrees or use a tempering device on a washer, I have not found a washer that can modulate the temperature evenly. It is going to be a trial run to get it right but it you set the blood you can always remove it with alkali but remember... when using traditional chemistry you are going to set the blood... like is happening now. The advantages of using salt is that you are going to 'pull' out the iron, instead of having it still on the linen when you go into the bleach step and the iron will accelerate the breakdown of the bleach and inferior results will prevail.
SAFE BLEACHING USING CHLORINE BLEACH This tip will make your clothes last longer. We need to let you know that bleach does not remove a stain!!! It removes the colour from the stain! How it takes the colour from the stain is by oxidising the fibres that are spun together to make the threads that are woven together to make the fabric that you now have a 'stain on. What oxidising does is 'degrade' the fibres and this is what you find on your lint screen on your dryer. (Your expensive clothes) If you find that you have a stain, before you reach for the bleach read this hint!
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Before you use bleach on the 'stain', try this first. Add a little plain dish soap to the 'stain' and you will find that it will remove most of the stains that you collect on your garments as they are from food. OK, the above did not work and you are now faced with using the unthinkable, chlorine bleach. You are encourage by the maker of these products to use between 3/4 to 1 1/2 cups of bleach and add it to the wash after 5 mins. OK, what they do not tell you is that when you are using hot water the bleach is going to work faster, (every 18 degrees that you raise the temperature of chemicals the activity doubles) So, if you have to do it, do it in warm water a little over 'hand temperature'. Now when the load has finished at the buzzer sounds... This is critically important! Do not remove the bleached garments/articles from the washer! Start the load again this time with 'colour safe bleach' or a detergent with oxy bleach in it! This will neutralise the chlorine!! If you don't you don't neutralise the chlorine it will still be in the linens when you place them in the dryer, remember what I told you above? That every 18 degrees that you increase the temperature the chemicals double in activity. When you add the amount of bleach that the manufacturer encourages you to use you are not going to rinse it out of the fabric and when you put it in the dryer on a HOT temperature, all of the fabric is degraded When this 'oxy' load is done you can now put the load in the dryer or... Hang it outside. ď Ž
Meet Duplex Lithium T h e N e x t G e n e r a t i o n I n F l o o r C l e a n i n g Te c h n o l o g y
I am cordless
www.duplexlithium.com.au 1800 622 770
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Product NEWS ROLL OVER BEETHOVEN Add value, variety and save space with Weatherdon’s rollaway beds and cribs. Bedroom flexibility and sleeping creativity comes in many styles. Folding rollaway beds are a great choice when additional sleeping space is needed. Perfect for hotels, dorms and guest rooms. Rollaway beds give customers, variety, options and the property more opportunity to add value. Rollaway beds fold up for easy storage and fit into a standard lift. Today there are choices aplenty: Select between full, medium or minimalist headboards. Mattresses with either 10cm, 12 cm foam or 20 cm comfort-spring on the upright that bed speaks to the brand impressing the plus-one guest.
Weatherdon’s three keys to hospitality bedding: • Offer a mattress topper for the legendary ‘sleeping on a cloud’ aspiration.
Strong straps and firm fasteners hold the luxe upright mattress in place and castors make for manoeuvrability around tightest corners.
• Personalise a room with bedding and pillow menus catering to clients’ allergies, health and well-being requirements.
Weatherdon’s top team of designers and manufacturers are also able to specify standards to meet the unique demands of the hospitality sector.
• Reduce allergens by ensuring soft furnishings re sanitised. Toss out the old mattresses and check on options in hypoallergenic or microfibre mattresses, toppers, pillows, cushions and covers.
Added Managing Director, Robert Weatherdon, “Coils, springs, foam, thick, firm or soft. There are just as many variables in commercial beds as there are in the domestic brands. Commercial suppliers cater
For more information please visit www.weatherdon.com.au
RAINBOWAIR AUSTRALIA
machine to do its job. Ozone generators also produce large quantities of ions via the corona discharge. The ions cause the dust particles to agglomerate, and precipitate from the air, leaving a cleaner environment.
Ozone is very effective in eliminating odours including tobacco smoke, human and pet odours, food odours, mould and mildew odours, garbage odours, renovation odours and much more. It is not a reodorant. It totally destroys the offending gases that are the source of everything we smell. Unlike many other deodorising methods, ozone actually searches out and destroys the problem gases. It will react with contaminants in the air, water, fabrics and on the surface of the walls and ceilings. Unlike other types of air purification systems, an ozone generator does not depend on the air passing through the
For more information visit 1300 132 074, www.rainbowair.com.au
MEET THE LATEST COMPACT FLOOR CLEANING TECHNOLOGY FOR EXECUTIVE HOUSEKEEPER
“This machine is designed to combine the flexibility of a floor mop with the mechanics of a commercial floor scrubber. It’s completely cordless; battery operated and will wash, scrub and dry all types of floors in a single pass.”
Duplex Cleaning Machines launched its latest 3-in-1 floor scrubber into the Australian accommodation market targeted for executive housekeepers.
Murray further stated that nowadays, small to medium hotels are moving towards chemicalfree cleaning and this new product requires no chemicals and minimal water use.
Director of Duplex Cleaning Machines, Murray McDonald, says the newly released Duplex Lithium is catered towards small to the medium hotels where traditional mops and vacuums were prominently used in previous cleaning regimes. “For hotel maintenance, something more substantial than a mop and bucket is critical due to the daily up-keeping of regular housekeeping that require frequent checking for cleanliness for patrons. The Duplex Lithium will clean deep into the pores of a floor surface and lift out dirt and dust particles, rather than leaving the dirt water waste around in flooring surfaces from lobby, kitchen, swimming pool, gym, guest suites and common shared areas” said Mr. Murray McDonald.
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to the unique requirements of the industry. Hotels’ priorities are durability, robustness, easy cleaning without buttons, studs or anything that can be damaged.”
“The Duplex Lithium is the latest generation in our Duplex floor scrubber range, which has been in the housekeeping market for over 25 years. We saw a gap in the market for a more compact and battery operated version that gives freedom in cleaning and we believe the Duplex Lithium fulfils this need.” For more information, visit www.duplexlithium.com.au P: 1800 622 770 E: info@duplexcleaning.com.au
Port Douglas
CAIRNS MACKAY
BRISBANE
South Pacific Laundry specialises in the provision of quality linen and supplies for the customer service and hospitality industries.
Armidale Coffs Harbour
PERTH
PORT MACQUARIE
SPL provides:
Newcastle
ADELAIDE
SYDNEY
ALBURY Colac
Sale
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
MELBOURNE
Currently, the South Pacific Group is establishing a strong network of modern laundries across Victoria, New South Wales, Queensland, Western Australia and South Australia with plans for several more facilities up the East Coast of Australia. 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
• A 365 day service to all its clientele with a 24 hour turnaround (depending on location).
Pricing Information Contact supplier direct Delivery Free daily delivery within 25km city metropolitan areas Minimum Order Contact supplier direct
• 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 and uniform 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
*Albury and Melbourne only
E: customerservice@southpacificlaundry.com.au robert.teoh@southpacificlaundry.com.au
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