The Executive
HOUSEKEEPER
Vol 23
No 3
PP322210/00016
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Publishers LETTER
W
elcome to the Executive Housekeeper.
As we approach the end of the year, you may be thinking of a fresh start in 2020. Housekeeping is an industry where jobs often become available in diverse and interesting locations, meaning there could be a lifechanging move around the corner. Stuart Mullins from Executive Search looks at some of the potential pitfalls a candidate can make when they are head hunted, but also some of the great benefits of being prepared to move to a new location. What you say, and what you need to consider when the opportunity presents, is critical to pulling off a new beginning. A new generation of clients is emerging in hospitality. An excellent, well researched article from Janet Marletto breaks down the traits of each generation, and what they look for in a hotel. While it has been proven baby boomers recognise the mantra of ‘you get what you pay for’ when evaluating service, do millennials see it the same way? And what impact does different communication have between generations? Donna Musarella follows up her last article with another excellent piece, this time looking at the evolving role and the challenges ahead for the Executive Housekeeper and the housekeeping department. You will have seen the brilliant Mantra Coolangatta on our front cover, on the doorstep of sandy beaches and the surf. We chat with the hotel’s General Manager Ana
Robertson about her journey from working as a receptionist in her native Portugal, to a job aboard a cruise ship, before entering the industry in Australia. Libby Sharp, President of SEQPHA, makes you feel like you were in present when they caught up, with the article featuring a mix of Ana’s personal stories and inspiring rise to the top. The Hyde Park Inn in Sydney’s CBD has enjoyed nearly full occupancy for the past seven years. The secret? Constant and considered refurbishments. Amanda Beazley’s case study tracks how the Hyde Park Inn continues to reinvent itself, including its most recent upgrade which incorporates a ‘sense of place’ using inspiration from the local area. We even have a medical perspective on foot care. Many in the industry spend hours on their feet, so understanding this crucial part of our body and how to care for it is essential to our wellbeing. Podiatrist Tony Massarotti provides this professional insight. Thank you to our regular contributors in 2019, including Murray McDonald, who keeps us up to date with the future of cleaning, Col Nation, who discusses carpet and upholstery upkeep in this edition, and long-time writer Dean Minett for his management tips. Wishing you a safe and happy Christmas, and we’ll see you again next year. Regards Neil Muir
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Contents 7
PEHN news
8
SEQPHA news
9 Clean India Campaign (Corporate Social Responsibility) 11 The evolving role of a housekeeping manager 14 You will know when you know 16 Mould & dampness – What it is and how to treat it 20 Staying on top 22 Waterproofing hotel rooms 24 The importance of footcare in the workplace 27 It always pays to check! 28 Welcome to Mantra, Coolangatta Beach 30 Ana Robertson Profile 32 Bed care in hospitality 34 Housekeeper Hygiene 2020: The future of cleaning 36 Getting the message across 39 The Hyde Park Inn – A refurbishment journey of success 45 Everything under the sun 47 Are linen, cotton or polyester sheets better? 50 Focus group reveals how to keep hotel lobby floors clean and healthy 53 Sustainability trends to watch out for in the hospitality industry in 2020
The Executive
HOUSEKEEPER
Cover images show Mantra, Coolangatta Beach Vol 23
No 3
PP322210/00016
1
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PEHN NEWS T
he Annual PEHN AGM was held on Tuesday 29th October at The Park Hyatt Melbourne. The nominations and elections of office bearers took place. We would like to congratulate the 2019-2020 PEHN committee. President – Donna Musarella Vice President – Megan Johnson Treasurer – Jai Singh (not in photo) Secretary – Danielle Keller Committee members:
PEHN CHRISTMAS PARTY
Deborah Bullock (not in photo)
Hard to believe that it’s that time of year again. The Annual PEHN Xmas party is being held on the amazing Victoria Star boat, that will see us celebrate the festive season as we sail around Port Phillip Bay, with a sit down buffet dinner, some beverages and of course we finish it off with some dancing to the DJ.
Ian McGregor (not in Photo)
This event is being held on Thursday 5th December. Places are filling fast, so please rsvp to pehn.aus@gmail.com
Decai Weng Verena Anger
PEHN TRIVIA NIGHT
Its starting to become a yearly tradition - The now famous PEHN Trivia night is held during International Housekeeping week each year, and gives the Housekeeping Members an opportunity to bring their teams along for a night of fun and laughter (oh there is also that little bit of friendly rivalry between the tables). This year was no exception with the event being held on Friday 13th September with numbers increasing year on year for this popular event- the competition was tougher than ever before. A great night was had by all.
Come set sail with us as we cruise around Port Phillip Bay on the beautiful Victoria Star Thursday 5th December – 6.30pm sharp for boarding The night will include finger food on arrival , a sit down buffet of main and deserts Beer, wine and soft drinks Included Then dance the night away with the onboard DJ Cost - $85.00 members $100.00 non members RSVP & Payment by 22nd November ( Please advise of any dietary requirements when sending rsvp) pehn.aus@gmail.com Please direct deposit payment and reference as your name so we know who has paid Westpac - BSB: 033-146 Acc: 149917
MERRY CHRISTMAS
Pehn would like to take this opportunity to wish you and your family a wonderful, happy and safe Christmas, and an amazing new year. Thank you to the committee, and our current members for supporting PEHN throughout 2019. We look forward to seeing you at some of our events in 2020.
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SEQPHA NEWS A
nother year is fast approaching and 2019 has thrown floods, bushfires, and drought to a lot of people in Queensland but the Aussie spirit is strong and generous just like all our members who have given so much this year to help our charities and to all the hotels that have helped our farmers through this terrible drought. We have had so many wonderful breakfast meetings this year and have met some amazing General Managers, guest speakers, and suppliers displaying at all our breakfasts. We have welcomed so many new members and have really made a great networking relationship with our association. 2019 has seen more focus on sustainability, it is so encouraging to see how many hotels and various companies are implementing changes to our environment and to our future. Brisbane is Australia’s most biodiverse and sustainable city, but it is also the fastest growing region and we really need to manage the resources and waste. We in the hospitality
industry all need passion and commitment to make this work. Another topic that regularly comes up our meetings is productivity. There is a continual push to increase this, making it so hard for the room attendants both physically and mentally. Of course, the cleaning standards suffer, and the Executive Housekeeper is under constant pressure to keep within the budget. Recently, breakfast meeting at the Hilton Surfers Paradise was with AHS’s General Manager, Fiona Pride and Senior Operations Manager, Leanne Dippelsman both sharing some wonderful stories making it a delightful breakfast enjoyed by all. Our last breakfast for the year is at the Marriott Hotel, Surfers Paradise on 19 November, then on 6 December our last event of the year will be our Christmas party in the penthouse of the Star Casino at Broadbeach, where the Housekeeper of the year will be presented. A very big congratulations to our lifetime member Sheila Gobie, who turns 70 in December with a big celebration happening in Broadbeach. Personally, I would like to thank Melissa Bent our loved Treasurer for all her work she does in planning our meetings, organising speakers and events. Thanks also to all our Committee and Members for the support they have given so generously throughout this year. As the year comes to an end, I wish everybody a very happy Christmas, for the new year I wish you all good health, happiness, love and some rain for the farmers. See you all in 2020. Libby Sharp – President SEQPHA libbysharpsmail@yahoo.com.au
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Clean India Campaign
Event Name –Clean India Campaign (Corporate Social Responsibility)
Date -14th September 2019 Timings- 11A.M-01P.M
(Corporate Social Responsibility)
Venue- Nangal Village, Jalandhar, India Total Students -15
Event Details – Students of Hotel management and tourism (Lovely Professional University) presented small “Skit” in front of villagers of Jalandhar, India to showcase importance of cleanliness and hygiene in neighborhood. This event was part of “International Housekeeping Week-2019”
Date 14th September 2019 Timings 11am-1pm Venue Nangal Village, Jalandhar, India Total Students 15 Event Details Students of Hotel management and tourism (Lovely Professional University) presented small “Skit” in front of villagers of Jalandhar, India to showcase importance of cleanliness and hygiene in neighbourhood. This event was part of “International Housekeeping Week-2019”.
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THE EVOLVING ROLE OF A
Housekeeping Manager BY DONNA MUSARELLA
The role of a Housekeeping Manager is one of dedication, persistence, organisation, customer service and people management. Although these things are still as relevant today as they were 20 years ago, the way these things are done is constantly evolving and challenging the conventional Housekeeping Managers role.
I
have been in the hospitality industry almost all my working life and am truly passionate about Housekeeping, having devoted my career to this area. Did I have dreams and aspirations to become a Housekeeping Manager, absolutely I did not. I think like many others in this field, I sort of grew into the role. Having moved from country Victoria to the big city at 18 years old, I was lucky enough to gain employment as a room attendant /turndown attendant in a five-star hotel almost immediately. Was I serious about my career back then, not really, it was more about earning money to pay my rent and having enough to go out and have a good time. I continued in this role for a couple of years, at one time juggling three housekeeping roles at three different hotels. I loved my job/s, I loved the fact that I was able to transform a messy room into a shiny clean one, ready to welcome a new guest, it gives you a sense of achievement and satisfaction. Most of all I loved the friendships and teamwork that this department prides itself on. Still to this day I love that sense of Teamwork. I was very lucky to have had so many amazing leaders and mentors so early in my career, whom saw something in me that I did not, and took a chance on encouraging me to take on more challenging roles, as a Housekeeping supervisor, which then led to me becoming a Housekeeping Manager. Over the years I have watched and been involved in the many changes to this part of the hospitality industry at various Hotels and companies. What started out as a full
time workforce back in my early days has changed to a more flexible part time workforce. The Housekeeping Manager now finds them self with a much larger team to manage due to more staff on for shorter times. Rosters are about flexibility, with a large student base now in this department, ensuring you are compliant with hours allowed to be worked to visa restrictions, is of the utmost importance. A roster was easy back in the day, everyone was full time, they all had the same regular days off, so really it was a matter of changing the dates from one week to the next, without altering the standard set roster. Not so these days, it is more time consuming, more flexible and more dependent on occupancy so you can flex up or down with staff numbers as required. Before the days of online bookings and last-minute web sites with discounted deals, you could check the occupancy before you left for the night knowing that in the morning it may have gone up a few rooms only. These days you can check the occupancy before you leave and come in the next day to an increase of 10-20 % on certain days. This means additional staff are required to get the job done. Staff have changed also, housekeeping was looked upon as a decent honest job, it has always been hard work, there were plenty of jobs in this field available and plenty of people happy and willing to undertake the housekeeping roles. These current days staffing a housekeeping department is hard, the demands and expectations have increased, room times have decreased, and people are not as willing to undertake these roles. Reduced hours and increased workloads
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often make people look for other roles that are not as physically demanding. Making recruitment extremely hard. Another aspect of the Housekeeping Managers role that has change dramatically is purchasing. A Housekeeping Manager as part of their role would look after the ordering of all the requirements, from, chemicals, amenities, uniforms, linen and towelling, equipment and paper products. They would have a say on what they required. You would meet with suppliers, have demonstrations, test and trial things. As hotel chains have grown, and the ability to do group purchasing within the brands to get discounts for volume, this task is more often than not removed from the Housekeeping Manager to now be done by a procurement department. One of the biggest changes in this modern era is technology, not just in Housekeeping, but in Hospitality generally. In the Housekeeping space, there are now property management systems that assist with allocations, there are apps and devices to track and record everything from time and attendance, productivity, maintenance issues, guest preferences and requirements, roster requests, timesheets and much more. In this age of technology, one thing we often forget to teach those coming through the ranks is how to operate the department should modern technology fail us, which it does from time to time. How to manage manually your allocation, your communication between your office and your team, communication to tell the front desk which rooms are clean, how to record this onto a room matrix on paper. The younger generation have grown up with technology, they do not know what it is like to write manual room attendant worksheets to get the day started. They may have never seen a handwritten roster, an old fashion room matrix to record vacant dirty to vacant clean rooms or the need to call the front desk to update them with room status’s every 15 minutes. Even what it is like having to wait to call someone on the home phone after they have left work and reached home, to tell them of a change for the next day, no mobile phones those days where you can call or text anytime with a message that is instantaneous. Some of the older Housekeeping Managers from baby Boomers to Generation X who are still around will remember the days pre technology. Technology is fantastic, don’t get me wrong, it has improved the efficiency and running of a busy Housekeeping department without a doubt, but our Xennials, Millennials, Gen Y, definitely Gen Z and Gen Alpha will only know life with technology.
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There are so many more things I have seen change over the years some for the better, some questionable, I could go on and on, but what doesn’t change is the Housekeeping Manager still needs to be dedicated, persistent, organised, customer focussed and a great people manager. Often, they run one of the largest departments in the hotels – “The Hidden Army“ I like to call them. You are not only the Manager of that department, you become the boss, the leader, the mentor, the mum or dad, the arbitrator, the guidance counsellor and a friend. The biggest and most concerning change I see in this modern era is the lack of interest in people wanting to take on these roles. There is a massive influx of new hotels about to open in Australia, and a massive shortage of skilled, experienced Housekeeping Managers to fill these roles, and be the leaders of the hidden armies that will be required to run these housekeeping departments. We are not about to see technology clean a room entirely by itself in the near future, we need that human component still and will for many years to come. It is a great department to learn so many facets of leadership and organisational skills, it is excellent grounding to move into more senior hotel management roles, but why are we not promoting this as a good career path, why are we not investing in training in this area, and why are we not mentoring and guiding others to step into the roles that will soon be required. Are your current Housekeeping Managers going to apply for these new modern hotels about to hit the market place, I would be guessing yes they will. The idea of a brand new hotel, the latest technology and often the offer of more money (due to the lack of Housekeepers out there, the salary is increasing for experienced Housekeeping Managers) it will entice them too. Are you investing and promoting Housekeeping as a career option in your Hotels? If not maybe now is the time to seriously start thinking about it. I have loved my many years as a Housekeeping Manager (yes, an old Generation X), I have enjoyed seeing the changes along the way, be them good or bad. I particularly love the comradery and teamwork that can be created in this very diverse department, but most of all I have loved mentoring and coaching others to achieve their goals of being leaders in this field, many who are out there today starting their careers as I am finishing mine, they are passionate and dedicated and should be recognised and appreciated for all they do, its not an easy job at times, but they return day by day to ensure you have clean rooms to offer your guests.
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You will know WHEN YOU KNOW BY STUART MULLINS
The hospitality industry is very buoyant — hotel groups ever-expanding. New groups are moving into Australia. New builds, new brands. There hasn't been a better time to be employed in the industry. A career certainly assured in an upward projection if you have a clear vision of what you want and how you wish to get there.
R
ecruiters, headhunters, hotel department heads and human resources are advertising more frequently. Calling direct with jobs they feel you may be interested in or that you have been recommended. You are contacted via linked or through a friend with another hotel group. All this stokes the ego and so it should. However, do not become carried away and bigheaded. It's nice to be called, of course. BUT are you ready to leave your current role or company? Have you been in your current position a suitable amount of time and not to be seen as a job hopper? Have you utilised your ongoing role learning and developing or using the job for chasing the money. Hop too often too soon you can hop right off a cliff. With housekeeping, many outsiders think cleaning rooms in a hotel or resort is simple. Some take this role for all the wrong reasons. Believing housekeeping compared to Food and Beverage or Sales and Marketing is not a career, comfortable and just a means to an end. Tell that to your mother. Being brought up in the 1960s, it was the mother who ran the household and most probably still does. Purchasing groceries and cleaning products at best possible price at best possible quality. Pricing one supplier against another. Checking expenses, budgeting. They are organising, directing, training and mentoring the family in waste management. Explaining systems and procedures. Improving the families time management. Usually, all written on the fridge. AND developing an eye for detail paramount for any housekeeper on the way up. Exactly the skills you learn within housekeeping at a hotel or resort. These skills learnt set you up for the next step once you have learnt as much as you can from one mentor or mentors and have utilised the training sessions offered. It then maybe time for a change.
WHEN THE STUDENT IS READY, THE TEACHER APPEARS
Be systematic and clear thinking in what you want and where you wish to go next. Be precise and have clarity when speaking with a recruiter. A headhunter or to a human resources professional. You will be contacted throughout
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your career several times. With the industry struggling to fill roles at all levels, these calls may become more frequent. If genuinely looking, be measured and strategic, whether in your early years starting out or not. Be sure that you are ready. Be quietly confident this is the time. Everyone wants housekeeping staff being a shortage in the industry. Hospitality also has no borders. Aussie hospitality expats are found word wide. Hotel companies organise visa's accommodation AND salary in USD. International clients love Aussie's and NZers. Many Australasian Executive Housekeepers and middle management are overseas earning USD dollars in amazing locations. You can too. When contacted and you will be. Do not start on the wrong foot. Keep a level head and choose your words carefully. Sometimes you only get one bite at the cherry with many recruiters. Never say no to adventures. Always yes. Otherwise, you'll lead a very dull life
INFORMING THE RECRUITER
I may be looking? I maybe will do many things BUT then again I may be wont. A perhaps is "I am not looking"? Also, do not follow up with how is the market? The market is always going to be there. It will never pass by. When you are ready, the market is ready. The universe works in mysterious ways I am looking for a quality role anywhere. The individual at the other end of the phone does not know what a "quality role" is for you. A quality role to the recruiter may not be the quality to you. So be clear and the word "Anywhere" is a bugbear for most hirers. Anywhere means anywhere. Kalgoorlie Port Moresby, Broome, Perth. Be specific. You usually get only one bite at the cherry. Choose your words carefully. And do refrain for saying this recruiters gem: I am not looking unless it's an offer too good to refuse. These are Charlize Theron, Brad Pitt type roles. Rarely do they come up. When they do, Charlize and Brad are looking for a Leonardo Decaprio or a Scarlett Johansson. What you are
really saying is I am not looking at the present. This is fine. A recruiter will have you marked to call back in six months. An offer to good to refuse are rare and go to a more unique type of candidate. Do not contact HR or a Recruiter with: I would like to test my worth in the market. "Great but do it on your own time and don't waste others". OR "I'll think about it". This statement reminds me of asking a lady out on a date when attending university many decades ago. Her answer "I'll think about it". Surprise surprise I never went out with her. You are either keen, or you are not. She wasn't. I'll think about it is a no You are not sitting in a rocking chair on the front porch over the weekend thinking about it. Do not take a role to offer stage unless you are going to make it. Never walk down the aisle only to answer the celebrant with Ill think about it. You not only annoy the would-be partner but the entire entourage. In hospitality, this equates to a whole hotel group. Brides or grooms family and friends as with hotel groups have long memories. And word spreads.
Never go to the offer stage only to pull out with excuses straight from the HR excuses hymnbook. My granny kicked the bucket. My dog died. I have had another talk with my partner. I lost my iPhone. A medical emergency. I have been counter-offered — a sickness in the family. I am harsh, I know, and there are exceptions but few and far between. In other words, when you want to move, don't look back. There is a long-term career in housekeeping. Skills learnt can take you around the globe. You could be managing royal households to a Fijian Island resort. A New York City property. Managing your owned motel hotel in a country town. Do remember though learning only stops when you are six foot under. When you are ready to move, let your heart do the talking. The money offered may be high, the location excellent. BUT when walking into an interview and this property or role does not grab you. No amount of money is going to change that. No matter what level you are currently at. If it doesn't feel right, it isn't As Cat Stevens once said, It's not time to make a change, just relax, take it easy Remember that wherever your heart is, there you will find your treasure."............You will know when you know. ď Ž
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Mould & dampness WHAT IT IS AND HOW TO TREAT IT BY SARAH BAILEY – SENIOR CONSULTANT, QED ENVIRONMENTAL SERVICES
Mould, fungus, fungi, mildew, mold and toxic black mould are all names for the visible growth of fungus in an environment. Despite having many different names, the cause of mould growth is always the same – moisture or dampness in a place where it should not normally be, resulting in mould being able to grow. It can be incredibly unsightly, and can also produce musty, mouldy odours – both of which can be very off-putting for guests, and that in turn can impact on occupancy of the hotel.
M
ould growth often can be seen in a room as a colourful growth spreading across a wall or ceiling, or on furniture, carpets or clothing. Mould is often black, green or pink, but some kinds are white or pale and cannot easily be seen.
If water has flooded into an area, then the water should be removed if it is safe to do so, and the area cleaned as soon as possible to help prevent mould growth. There are 3 main categories of water, and each has different risks associated with it.
Although the sometimes colourful fungi are often the most visible sign of a moisture and dampness problem, there are usually other microbes present in a damp area too, such as bacteria and dust mites, and these can also have health effects and can damage furniture, paint and wall coverings.
Floods of water from the drinking water supply or from rain water are the cleanest (category 1), and as long as these are cleaned up quickly and the area dried well, using carpet dryers, dehumidifiers and fans, then the growth of mould can usually be avoided. As long as the area is dried fully within 72 hours of the spill then the issue should be resolved.
The growth of fungi cannot happen unless there is a source of water or moisture. Just like most living things, a fungus or mould needs a source of food and a source of water. Fungi do not need large amounts of nutrients to survive and thrive – they can grow on any organic matter, such as glue behind wallpaper and on the paper itself, soap scum and dust, cleaning product residue and can even use the paint from walls as a nutrient source. They grow very well on organic materials such as wood, leather, cotton, paper, cardboard, rugs, carpets and curtains. The water and moisture that allow the mould to grow can come from several sources. Water leaks, flooding and rainwater leaks through roofs are an obvious source of water for mould to grow. Water can cause flooding of an area, which is usually easily noticeable and can be spotted and dealt with quickly, or can be smaller leaks that continue for some time and may not be immediately noticeable. Other less well known sources of water that can lead to mould growth are condensation onto cold surfaces, steam from cooking and tumble dryers and lack of ventilation. Obviously, prevention of mould growth is better than trying to fix the problem once it has occurred. Noticing sources of moisture, condensation and steam and removing them before they cause an issue is very important.
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Grey water (Category 2)– water from washing machines or from showers for example, is drinking water that has been used, but is not dangerously dirty. If a flood from this source occurs, again it should be cleaned as soon as possible. The use of the water for washing will have added nutrients to it, that will allow fungi and bacteria to start to grow quickly. Cleaning and disinfection of the area along with drying the area quickly will help to prevent mould becoming established. If the spill is black water (Category 3) – which is sewage, toilet water contaminated with human waste and river floodwater, then specialist help should be sought, as these spills can have health implications for staff and visitors to the hotel. In most states, it is a legal requirement that a black water spill must also be notified to the local Environmental Health Department as soon as possible (usually within a few hours of it occurring), and they can provide advice on cleaning a spill properly and any other action that is required. The growth of fungus on a wall or on other building materials in the hotel is not just unsightly, but it can cause damage to the area where it is growing. A fungus grows by sending out hyphae, which grow like microscopic roots into the surface that it is growing
on. This can cause damage such as pitting on metal surfaces, crumbling in wood, plaster and paint and damage to fabric and leather. Once the fungus is established, it then produces spores, which are usually brightly coloured – often black or shades of green. As the fungi are designed to survive in very difficult growing conditions, they are very tough, and can be difficult to kill and remove. The presence of mould in a building can have health effects for some of those in contact with it, or in the same room as a mould affected area. For most people, exposure to a small amount of mould does not have a serious health effect – it depends upon the person exposed, and if they have allergies or other health problems. The most commonly seen health effects are allergy type symptoms, such as sneezing, wheezing, coughing and sore eyes and a sore throat. These symptoms usually disappear once the person affected moves away from the mouldy area to fresh air, or to another room where mould is not present. For those people with asthma, exposure to mould can trigger an
asthma attack, or make an existing attack worse, and so people with asthma should avoid mould affected areas. For a person with other health issues, such as an immune system that is not functioning properly, exposure to fungus can be more of a problem, and can result in serious illness. Often the first priority for anyone who becomes aware of mould in a room, is to remove the visible area of mould. This should only be attempted with very small areas of mould, as removal of large areas of mould requires specialist knowledge, products and tools. For large areas, a mould specialist may be required to inspect the area, followed by a specialist mould removal and remediation company to carry out the removal safely. Removal of small areas of mould (less than 1 metre square) can be done in several ways, but it will not be effective for long if the underlying sources of the moisture are not fixed at the same time. If the mould is removed and the source of moisture is not fixed, then regardless of the amount of cleaning chemicals used on the mouldy
17
area, the mould will come back. The hotel engineers and maintenance/plumbing department will have to be involved in rectifying any leaks or moisture issues to properly fix a mould issue, as well as housekeeping.
The WA Health Department has excellent guidelines for treating small areas of mould in the home and workplace, and include advice on how to deal with spills and floods too.
Often, cleaning with products such as bleach and vinegar are mentioned as being effective against mould. Commercial spray on products are also available, but some of these are not effective, and usually only act to remove the staining from the mould so that it can no longer be seen. This is not a long term fix for the issue.
For small areas of mould on a hard surface, the guidelines recommend that a face mask (a P2 mask for example), safety glasses/goggles and gloves are worn while dealing with a mouldy area. Door to the area should be closed to prevent mould spores spreading to other parts of the building, and windows opened if possible to provide ventilation. The air conditioning should not be run while cleaning is taking place. The mouldy area and an area 50cm around the mouldy area should be scrubbed with soapy water to remove the mould, then the area wiped clean with soapy water on a cloth. If staining is present than a bleach solution can be used to help remove staining and make the appearance of the areas better. The area should then be dried as best as possible to remove moisture and help prevent regrowth of the mould.
Warm soapy water and scrubbing is the recommended method for removing mould. Soapy water is not only effective, but has very few potential health and safety issues for the person carrying out the cleaning. Soapy water, or even a cream cleanser (such as Jif or Diversey R7) aids in this by dissolving any dirt around the fungus, and loosening the hold of the fungus on the surface that it is growing on. Both bleach and vinegar can also be effective at removing and killing mould, but must be used in the proper way, or they will not work well. Bleach should be used with great care, as the bleach itself can produce respiratory effects in those using it, such as wheezing and coughing, and triggering of asthma attacks. If mould removal has been attempted previously, bleach can also react with any products remaining on the mould patch and create toxic by products. With any product, it is the scrubbing and wiping the area to scrub the mould from the surface is important. It is very important to note that when using bleach or vinegar, that they must be diluted with water. Bleach should always be diluted following the instructions provided with that particular brand and strength; vinegar can be diluted at a rate of 70 - 80% vinegar and 20-30% clean water. Diluting the products to the correct level allows them to be taken up into the fungus cell and kill it more effectively. Stronger, undiluted cleaning products are less effective as they are too strong to be taken up into the fungus, and remain outside it and don’t kill the mould. Sometimes, even if the fungus has been removed or killed using scrubbing or a vinegar product, then a coloured stain will remain on the cleaned surface. This can be then be washed well with water to remove any remaining vinegar and other cleaning products, and then bleached with a chlorine bleach or similar product to remove the stain once the fungus has been killed. It is very important that any previous cleaning chemicals are thoroughly removed from the surface before bleaching, to ensure that bleach does not react with leftover cleaning products, as this can be dangerous. The SDS of any product used for cleaning mould should always be consulted prior to using to ensure that any personal protective equipment needed is used. The SDS should also be checked to ensure that the products being used do not interact with each other.
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If carpets and curtains or other materials that are very absorbent are badly affected by mould, these can often not be cleaned effectively, and may need to be disposed of. Small areas of mould can be removed by machine washing or extraction cleaning, but the staining that mould may cause can make these items unusable. Large areas of mould, or those where the water source is not known will usually require investigation by a mould specialist prior to remediation, to best establish a proper scope of works for removal and rectification. The cleaning may need to be carried out by a specialist remediation company. These areas may also need inspection after cleaning to confirm that the remediation has been effective. As the removal of mould is a labour intensive process, and the presence of mould can impact on guest perceptions and enjoyment of the hotel, it is best to prevent mould growth from happening in the first place. A good knowledge of the causes of mould growth – for example broken extraction fans causing steam build up in bathrooms – along with a system of reporting faults and leaks when they are small so that they can be fixed quickly go a long way to prevent mould issues from occurring. WA Health Department Guidelines for Managing Mould and Dampness Related Public Health Risks in Buildings. https://healthywa.wa.gov. au/~/media/Files/HealthyWA/Original/Mould%20guidelines.pdf
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Staying on top BY JANET C. MARLETTO
There’s “the Top”, the “Tippy Top”,” over the Top”--- What is the point of this article? It’s about the challenge of remaining a Top Quality Contender in the current and, perhaps, future hospitality market.
T
imes are changing and so is the customer focus. More importantly, there is no longer “a customer”, but, rather, a series of cohorts. In addition to consistency, it is the hotelier’s job to identify preferred target market or markets. Educators identify “cohorts” of students who have their own characteristics as a group. It is fascinating to observe the cohorts progress through grade levels and maintain their similarities. Sometimes they are magnificent and other times they are far from magnificent. In fact, that is how generational groups are identified and tracked in the United States. Thanks to these observations, we can identify “Traditionalist” ( or Silent Generation). “Baby Boomers”, “Gen X”, “Millennials”, and”Generation Z.” The above groups affect all aspects of life, e.g. workplace, economy, business sectors, real estate trends, and even family and social gatherings. For purposes of this article the focal points are the two sides of the workplace and a peek into family holiday gatherings. Retaining productive employees and providing desired services to customers benefit from knowledge of generational values. Thanks to better health and increased longevity, there are multiple generations working together in a typical workplace. Needless to say, each generation has its idiosyncrasies. Attitude is noteworthy because flexibility, openness, teamwork, collaboration, and areas of expertise, such as technology meld to produce the desired level of service. That is, desired by the business and by the target customer. To summarise the key characteristics of current Generations: (source: Colorado Springs Business Journal, August 23-29,2019, Jeanne Davant): “*Silent Generation: 1928-1945: Rule followers, duty, loyalty, development and learning, self-reliant. Expect respect for experience. *Baby Boomers: 1946-1964: Workaholics, materialistic, driven by personal success, optimistic, team-oriented, embrace technology but prefer personal contact.
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Mount Rainier, USA photo by Everett McIntire.
*Generation X: 1965-1980: Independent, self-directed, sceptical of authority. Adaptable, focused on results, motivated by need for security, prefer working alone, technology literate. *Millennials: 1981-1996: Confident multitaskers, idealistic, expect feedback and rewards at work, see work-life balance, want meaningful work, corporate social responsibility, sustainability and diversity, technology experts. *Generation Z: 1997-2012 : Digital natives, short attention spans,creative,open-minded,motivated not by money but by flexible lifestyle, committed to social responsibility,enjoy working in small structured teams.” The generational parade described above is morphing as the “Silent Generation” and the “Baby Boomers” change their lifestyles. Many are downsizing; many are out and out retiring. Of course, this means different things to different people. Those who are downsizing may be changing focus. There are the determined travellers who cruise, who take group tours, who purchase recreational vehicle to visit family, friends, bucket list locations, and often stay for a portion of the year in a warmer climate. Of course, there are upper echelon retirees who travel as they always have: individually and first class.
There are extremes to be sure. For example, there is the "retire as soon as I can" person who does not maximise his income and just wants to get up in the morning and do little all day. These are not travellers. They are tired of the daily grind. On the other hand, travellers in the Boomer and before group look for services and recognise the “you get what you pay for.” They decide on the level of service selected for a particular trip. Why stay in a full service, first class hotel en route when a modest motel will serve just as well for one night---late arrival and early departure? Location, cleanliness, sleep comfort, and security are the top considerations in this case. Thus, the older generations recognise service levels and their cost. Enter the Millennials. They are maturing and taking control of the entire economy along with trends. The tipping point was just reached: Millennials are focusing on stability. That is a home, car and security. It has been known for quite a while that Millennials value experiences over things. This means that they are probably not going to change tech gear for the next big thing. This has been demonstrated dramatically by their refusal to accept family heirlooms. Thrift shops are brimming with formerly valuable collectibles and fine furniture. How does all of this affect businesses? Successful businesses are offering flexibility in work schedules and hours of work. This requires creative thinking and problem solving so that business runs smoothly. Marriott, for example, is building a nested hotel. That means that a Westin Hotel is encapsulated by a traditional Marriott so that the Westin is like a sophisticated AirBNB with large units with multiple bedrooms to allow for family and group events. Food and beverage services are also available for those who prefer not to bring in food or prepare it. The feature of a rooftop bar makes it all the more appealing to be downtown. This is adaptability. It is under construction now and will be intriguing to check out in the next year in another article. Speaking of food and beverage, a prominent food magazine has just featured a wine for a holiday meal to suit the tastes of all of the generations! That is quite a feat! What does wine critic Alex Delany of Bon Appetit recommend to accomplish this daunting task? Piemonte’s Pio Cesare Barolo Chinato, an unusual wine because the classic Barolo is infused with herbs, barks, and roots. The traditionalist likes the gravitas of a Barolo, Grandma likes the soothing effect on her digestive system. It can be drunk neat or with a single ice cube. Apparently all wine drinking generations at the table are pleased with it. The Barolo Chinato is a metaphor for a solution to please all customers. Nonetheless, the Millennials are dominating the market place now and for years to come. They are seeking investment quality purchases such as homes, appliances, and automobiles. They are not spending without forethought. How does
their spending outlook impact hotels? More than likely, value is at the forefront. Insightful comment cards can support making modifications to offerings so that technology is supported in every aspect for a perception of high value. The trick is to clearly understand what is highly valued. Perhaps the comments or surveys can be done on an in room television screen or via text message. Ask the Millennials on the staff to develop the vehicle for best feedback and results. The Old Guard must step back if that has not already happened. Resting on past laurels is a sure fired death knell. By having Millennials at the helm, there is a greater chance to make the necessary updates to ensure a top rating. It has been my experience that fewer and fewer consumers understand what quality and value are. Too many have no clue about formalities at the table or at the reception desk. With Millennials interacting with Millennials, there is a greater likelihood of clear communication. The stress on sustainability and moral compass makes it logical to charge work groups to brainstorm services and events that appeal to them. Stimulating creativity acts as reinforcement for staff members who crave rewards from work. If the group develops concepts involving products, those products can serve as rewards for the team members. There are many highly successful Millennials who recognise and value “the best.” They savour the lovely experiences and use them to inform future choices. For example there are cruises for every sector of the travelling public. Hotels might have to think like cruise companies to satisfy the various niches. Just as there are social directors on cruises, hotels might consider creating a role for a similar person or persons who make it their business to interact with as many guests as possible in an unstructured environment. The purpose would be to make the guest(s) feel very welcomed, informed about services offered, and to uncover services or amenities desired and highly valued. A naturally congenial person who happens to be a Millennial is ideal for this role once totally knowledgeable about all aspects of the hotel or resort. This mini-team of service sleuths would pay for itself by sharing their findings on a regular basis (weekly?) to management so that low hanging fruit can be addressed with little ado. The enhancements will need to be shared with the entire staff. This on-going improvement system can only result in happier guests and satisfied team members. As we embark on the Age of the Millennial, we are eager to observe changes in every aspect of life. Travel will be noticeably changed, even as it has already changed dramatically. The Millennial supported applications of AI are ubiquitous and will be far reaching. Some will be life enhancing and some will be invasive. It is up to the individual to be discerning. The concept of simplification may become the saving grace. Bravo! The Millennials intuited the need for it.
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Waterproofing HOTEL ROOMS BY THE SHOWER REPAIR CENTRE
There are three essential components to a sound hotel bathroom. It must be structurally sound, aesthetically pleasing, and able to withstand its fair share of wear and tear. However, all three of these components can be compromised without adequate waterproofing.
A
leaking shower seal can be disastrous for a hotel. It can lead to further leaks, spalling and deterioration, and can be a hotbed for mould growth. If these problems spread to other parts of the building, the repair bill could be eye watering.
Before
WHY DO SHOWERS LEAK?
The main reasons behind a leaking shower seal are the building settling into its foundations, and the building’s natural movement with hot and cold weather. Over time, this movement causes the grout and waterproof membrane in the shower to crack, allowing water to enter the surface below. While this problem may not be visible at first, larger cracks can cause tiles to come loose, and cause damage to structural materials such as plasterboard and timber.
After
There are a number of warning signs for leakages. Keep an eye out for swelling skirting boards, dampness, mould, or peeling paint. Damp must smell on the carpet or wallpaper is another sign, along with stained timber under the floor, cracked tiles and missing grout. The problem is widespread in the industry. The Australian Institute of Waterproofing says almost 80% of all complaints against builders relate to water penetration and the resulting damage. In the majority of cases, the Institute finds poor workmanship to be the cause. Rushed installation of flashings, joints and angles can jeopardise efforts to apply waterproofing membrane. Another major problem is the poor priming of parts and surfaces before waterproofing membrane is applied. The Institute recommends using aluminium flashing angles and waterstop angles over PVC wherever possible, and to apply the correct primer depending on the material used. Considering the potential costliness of shower leakages, it’s essential to respond to the problem as soon as possible.
WHAT CAN BE DONE ABOUT IT?
There are a number of products on the market providing long-term solutions to shower seal leakages. We spoke with the Shower Repair Centre about what products are available.
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One is its Hydro Barrier Sealant, which prevents water and moisture penetrating the surface below the tiles. It is a clear sealant painted over the tiles and grout in the shower recess. The DiamoSmart system facilitates the micro-erosion of the sheen from the blade of the tile without damaging its aesthetic quality. The SealRight product can then bond with the biscuit of the tile to complete the seal. The products were developed in partnership with an industrial chemical company, and applied concepts used in the marine industry to shower waterproofing. The product is part of an eight-step process offered by the Shower Repair Centre: 1. Removing grout from walls and floor as required; 2. Replacing with special anti-fungal grout to reduce mould; 3. Preparing junctions of the shower with a high speed diamond tool;
Before
To the Hotel Manager We Specialise in:
• Re-grouting and rejuvenating showers and bathrooms • Leaking showers waterproofed without removing tiles • Beautification service with little down time • Polishing service
After
·� Marble/ Granite/ Limestone Specialist � Leaking Balcony Repair and Sealing � Grout Replacement 4. Applying the specially designed SealRight product to all junctions of the shower; 5. Applying the Hydo Barrier Sealant to the tiles and grout; 6. Sealing the shower screen; 7. Sealing floor waste, and; 8. Servicing and sealing taps, if required. Another aspect of the service is the use of infrared thermal imaging to diagnose problems. The Shower Repair Centre began applying the technology to shower repairs after seeing how thermal imaging could detect hot spots in electrical circuitry. When applied to a bathroom, the technology can determine dry and wet areas without removing tiles or other components. For example, it can determine if a leak is coming from a shower, or the roof into a wall cavity. This leads to more efficient and cost-effective solutions.
WHO CAN WATERPROOF?
Regardless of which company you go through, it is essential to chose a qualified installer with a current waterproofer’s license. This is to ensure their work complies with the Australian Standard AS 3740 - Waterproofing of domestic wet areas. A written guarantee of workmanship should also be supplied. The importance of fixing waterproofing issues cannot be underestimated, so be sure to research the best options available to you.
t, Advanced Waterproofing
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REPAIR CENTRE 1300 888 806 Multi Award Winning Over 50,000 showers successfully sealed 21 Years trading 34 Years in the Building Industry Professionals Preferred Supplier
sales@showerrepaircentre.com.au Our Previous Customers • Intercontinental Hong Kong • Shangri-La -The Rocks Sydney • Treasury Casino & Hotel
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THE IMPORTANCE OF
footcare in the workplace BY TONY MASSAROTTI, B (PODIATRY), MHLTHSC(PODIATRY), ADVDIPAPPSC (MYO)
“The foot is an engineering masterpiece and a work of art”, according to Leonardo Da Vinci. With its 3 arches and 26 bones, it resembles a bridge. It houses a quarter of the body’s bones and can produce up to 500mls of sweat a day. It is also a structure that gets a heavy workout; on average we walk over 160,000 kms in our lifetime – that’s 3 times around the world. But did you know that we are more likely to have our car serviced than our feet checked?
T
he importance of looking after our feet is highlighted by the incidence of foot and ankle problems/injuries contributing to ¼ of work place injuries (www.safeworkaustralia.gov.au). There are many problems that can affect your feet with almost 300 identified ailments of the foot. 40% of Australians experience foot problems in their lifetime. Women have about 4 times as many foot problems as men and 50% of natural foot shock absorption is lost by the age of 50
possible. People often accept foot pain as part of life and do not realise that treatment can significantly improve their comfort
When you think about your workplace, if your staff spend long hours on their feet performing roles that involve a lot of walking, bending, twisting and turning, their feet are at risk of developing some form of painful problem. The common types of injury that we, as podiatrists, commonly see resulting from the workplace include:
• sock choice
• Heel Pain (plantar fasciitis), • Ingrown toenails, • Metatarsalgia (Morton’s neuroma/forefoot pain), • Knee pain, • Bunions, • Ankle sprains • and corns and callouses. If this is coupled with poor footwear choice, excessive loading (on feet all day), abnormal foot alignment or poor sock choice, employees will soon find themselves experiencing some form of foot pain and wont be functioning at your best. Many people, however, unnecessarily put up with irritations or debilitating problems because they are unaware treatment is
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There are many simple strategies, however, that can be used to decrease the incidence of foot pain and problems within the workplace and include: • education • good footwear • self management • attending to foot problems early Prevention is often the key, so educating staff about the importance of foot health can decrease the risk of developing foot problems. Understanding that one’s general health is linked to their foot health; for example understanding that carrying excessive body weight places extra load on the feet and increases the risk of foot problems. This is further complicated by the development of foot problems impacting one’s ability to exercise in turn impacting mental health and general health. Ensuring that your staff footwear is matched to their individual foot type and their activity is essential. Many of our floor surfaces have a concrete slab as a base and provide minimal shock attenuation. Therefore it is imperative to ensure that footwear contains shock absorbing soles and in some cases shock absorbing insoles. This is even more critical for the older worker who will have lost some of the foot’s natural shock
absorption. Footwear must be fitted correctly to ensure there are no areas of increased pressure and should be anti-slip to reduce the risk of injury Sock choice is also a factor is reducing the risk of foot problems. Socks need to be absorbent, able to wick moisture away, non abrasive and provide some cushioning. This is often achieved through a sock containing natural fibres such as cotton or wool combined with an acrylic such as Coolmax for its wicking properties.
condition becoming chronic. Research has shown that there is a link between chronic foot pain and depression and anxiety. Therefore resolving the small problems early will stop them from becoming long term bigger problems with a longer recovery time. Today many workplaces are implementing a foot awareness programs to enable their staff to carry out their duties safely and efficiently. www.footlabplus.com.au ď Ž
Self management through taking regular breaks, self massage and stretching can help maintain optimal foot function. A simple set of calf stretches implemented a couple of times a day combined with self massage of the foot with a spikey ball or tennis ball can significantly reduce muscle tension and fatigue. Early intervention when foot problems arise is essential. Early referral to a podiatrist will decrease the risk of any
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It always pays
TO CHECK!
BY DAVID LILLY AND STEPHEN L. DOGGETT DAVID’S EXPERIENCE:
F
or many years now we have been educating people about the importance of checking hotel rooms for bed bugs prior to settling in for the night. However, whether by good luck or good planning, I had never found bed bugs in any of the hundreds of hotel rooms that I had stayed in over the last 15 years of both local and international travel. In fact, I’ve been so lucky (or unlucky given my research on bed bugs and that I would have appreciated some additional field specimens!), I recently boasted to colleagues that I’d not once found them in my room. Well, that was until I arrived in Christchurch, New Zealand. After a long day of travel and meetings, it was tempting to skip the usual inspection and jump straight into bed, but routine is a difficult habit to break, and so down I went for the usual check of the headboard, mattress, ensemble base, and valance, assuming my past experience would repeat yet again. Except, to my surprise, a small but healthy-looking infestation of Cimex lectularius was lying in wait! A quick call to the front desk ensured a swift and apologetic upgrade to a new room, and a reminder that… it always pays to check!
STEPHEN’S EXPERIENCE:
Similar to David, I had not found evidence for bed bugs in any room that I had stayed in…up until recently. Now I have had two encounters over the last three years, both from Australia. In the first case, my partner Merilyn (Mel) and I, were on holidays in central Australia to the red centre. We were visiting the famous Uluru (better known as ‘Ayres Rock’ by many) and the majestic Kings Canyon. The latter being a geological marvel naturally carved into an otherwise desolate and flat landscape. Upon entering the hotel, we placed our bags in the middle of the room (bed bugs are less likely there). Mel noticed some suspicious black spotting in a crack on the bed head behind the beds (I should say that Mel works with me and has been to many bed bug infestations; she also wrote the Fact Sheet for this edition’s ‘Name This Pest!’, which appears later in the magazine). Upon further inspection, the bed head was comprised of chipboard and the crack was the join between two chipboard sheets. This join was almost black with bed bug faeces. Furthermore, the join contained vast numbers of eggs, cast skins, and dead bed bugs. Cast skins and dead bed bugs were also in a spider web under the bed. What we did not find however, were any live bed bugs. The problem I have is that I react badly to bed bugs, in fact really badly. Even if I receive a single bite from a first instar nymph, I stay awake all night scratching. There was no way I was
going to stay in a room that had evidence of bed bugs, unless I had undertaken a thorough inspection and declared the room free of the insect. However, to do this it would have been necessary to dismantle the room. Bed heads would had to have been lifted off the brackets, covers on the ensemble base ripped off, carpet edges lifted, and furniture dismantled. As I did not have permission for a detailed inspection, which normally results in some minor damage, I could have received a rather large bill for room repairs. Thus the best course of action was to take a series of photographs and head over to reception with the evidence and request a room change. Not only did I get a new room (free of any bed bug evidence), it was a spa suite…in the middle of a desert (which is sort of obscene). The second time when I found evidence for bed bugs in a hotel was when I was in Cairns in far north Queensland. I was undertaking field work for my new book, ‘World’s Weirdest Mosquitoes’. The hotel booked is very famous in the area and part of a global chain. As per usual, my luggage was placed in the middle of the room, the bed pushed away from the wall, and bed linen removed to enable an inspection. My senses were alerted by the presence of a few small black spots along one side of the mattress beading. However in itself, this was not convincing enough to suggest bed bugs. But the spotting made me search with a renewed vigour and an enhanced level of attention. Low and behold, not only was more spotting noticed but also a cast skin. Again, no live bed bugs were seen, and a thorough inspection was not possible for the reasons outlined above. Like above, another room was demanded. Perhaps the most annoying aspect about this case was that I had specified while booking the room that it was to be free of bed bugs (I was advised to do this by a lawyer in the US, who would then sue the hotel if bed bugs were present!). I even dragged the manager up to the room to show them what bed bugs and their spotting looked like. Unfortunately very few providers of accommodation in Australia (or elsewhere in the world) have procedural policies in place when it comes to bed bugs. In my opinion, this is extremely negligent, particularly as the global resurgence has now been going for two decades, and the details of the resurgence widely known, even within the hospitality industry. In Australia we have had our industry standard, A Code of Practice for the Control of Bed Bugs in Australia, in place since 2005, and a procedural and policy guide for accommodation providers was made publicly available in 2011. Both are freely available from www.bedbug.org.au. I suspect it will only be when high profile legal cases occur, as has happened in the US, before hotels become more proactive when it comes to bed bugs. Article is courtesy of Stephen Doggett whom is Manager & Senior Hospital Scientist at the Department of Medical Entomology, NSW Health Pathology.
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WELCOME TO
Mantra, Coolangatta Beach
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Ana Robertson PROFILE FROM AREA HOUSEKEEPER TO GENERAL MANAGER
L
et me introduce Ana Robertson General Manager of Mantra Coolangatta. Ana works on the Gold Coast’s famous sandy beaches, with world-class surf breaks and a casual beach side culture. Her office has views from Surfers Paradise to the Tweed with a walk across the road to the beach. It was while I was admiring this magnificent view that I was greeted by a smile that would warm your heart, with a big hug and “Let’s coffee”. Ana was born in Portugal where she attended school and university, growing up with two loving parents. She says she got her work ethic and attention to detail from her mum, whom was a baby clothing quality controller and worked with some famous European labels. Ana’s first job was as a casual in a café on the beach in Portugal though her first full time position was as a receptionist in a three-star Hotel in Oporto, Portugal. It was the hotel’s owner, who Ana claims was a great mentor, who took her on daily room checks that gave her the passion for housekeeping. She was given a big opportunity after completing university, working on cruise ships as a junior assistant purser with Princess Cruises. Working on the Vancouver to Alaska cruises, then Panama Canal and the Caribbean, where she met her future husband David. I asked Ana about some of her biggest challenges and interestingly she replied the fear of having inadequate English while working on the cruise ships. Another challenge she still faces is the one of managing family, work and events. This I find hard to believe as Ana is always so well organised with her work as secretary to the SEQPHA. Ana’s funniest moment, she says, was when she went for the interview of an area executive housekeeper role. The interview went for a whole eight minutes with not one question being asked about housekeeping! Oblivious to the fact that the general manager and Ana’s family had mutual friends, when they came to this realisation during the interview, things became a lot more relaxed. She got the position. I asked Ana “what are your outside interests” and she replied “LOVE – love helping others and supporting charities including the homeless on the Tweed and Gold Coast”. Ana has a big heart and is bringing up her two young boys with the same qualities. Last year, every day from December 1st, her boys each put a food item in a
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basket and on December 24th it was delivered to a lady whose pantry had nothing. This year the boys are putting toiletry items in the basket. She loves mentoring working parents and of course having time with her two boys. She says she is a mum first and a general manager second. Ana recently participated in a program called Riise Up and Inspire, a newly created network to inspire female talents in the Accor family. All women participating, 17 in total across the Pacific Region, were selected on leadership and motivational skills to inspire younger female talents to grow. As a proud working mum, Ana was featured on the poster with her two young boys Jack and James.
In October, Ana played a part in “Race to Survive 2019 – Bush to Beach” as a volunteer to raise money for the Accor Community Fund. Together they pulled off an amazing result by raising in excess of $600,000. Ana loves giving and although she did not participate in the race, she was thrilled to be able to volunteer for two full days. When questioned about what she likes with being a general manger, Ana replied having the ability the make people happy by creating memorable moments and experiences. I also asked her how she organises her time, her answer was simple – OUTLOOK. She said she cannot live without it for emails, calendar, tasks, kids functions and husband David’s events as he’s also a hotel general manager with a busy schedule. Ana’s greatest strength is getting things done with a sense of urgency (if something needs to be done now, ask Ana). She says her greatest weakness is remembering names, struggling to relax and switching off.
When asked what her secrets were to getting to where she is today, she gave a lot of credit to her husband, David, who has supported her on her journey. Ana then said she is also extremely proud of her mum and dad and how they’ve raised her to be a decent human being. She believes that if you have strong work ethic and respect others, everything else will organically fall into place. I finished the interview with asking her where she saw herself five years from now, she replied with: To be happy, have a healthy family and continuing to enjoy my work. I left Ana feeling her warmth and motivation. She devotes so much of herself and inspires and motivates others whilst being family focused. This is one lady whom should feel proud of all her achievements, I wish her every success in her journey. Ana was interviewed by Libby Sharp, President SEQPHA.
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Bed care
IN HOSPITALITY BY MICHAEL ANDERSON, SLEEPMAKER
How often do you rotate and/or flip (double sided) your mattress’s in guest rooms?
W
ith beds being quite a large investment in this day and age, bed care should be a very important part of your maintenance schedule. Just as an air conditioner needs filters cleaned and servicing, your beds also need maintenance and care on a regular basis. Whilst it is not always easy ensuring staff are doing this correctly, it will protect your investment and ensure you get the best life out of your beds, with the upside also being guest satisfaction from sleeping on a properly cared for bed. I often hear from hotels that they weren’t aware they had to flip or rotate their mattress’s, or they maybe only do it once a year if at all. This discussion often stems from a
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call or complaint about either body impressions/sagging or dipping on the edges or broken legs and castors. So, just to confirm, it is a requirement of the manufacturers warranty that the mattress’s need to be rotated and/or flipped every 3 months or so (depending on manufacturer), and it is also strongly recommended that this is done with a new mattress every 2-3 weeks for the first 3 months. This will ensure the mattress is properly “bedded in” and that the whole sleeping surface is sharing the load, not just one spot or side, which will result in dips/severe body impressions and guest complaints. And then, having to replace the bed prematurely, is not a great ROI for what could have been easily prevented.
Your bases should also be checked on a regular basis also, checking the fittings (castors/legs) are tight and there are no broken slats which could damage your mattress. Loose fittings will either break or damage the metal threaded insert in the base, which may or may not be repairable depending on how far it has been let go. King & king zip bed bases should always have the joining plates attached also, this is important to stop any damage to zips and mattress’s from the bases moving apart. Warranty does not cover broken zips if you are not using the joining plates when the beds are zipped together. So how do you protect your beds and get the most out of them, aside from the regular maintenance schedule detailed above? You might not think of taking a vacuum to your mattress, but you should. Regularly giving it a clean sweep helps to keep dust from becoming ground into the mattress, just ensure you use a separate attachment from the one used on your floors. We also recommend a good quality fitted, washable waterproof mattress protector, which guards your bed against oils, perspiration, humidity, and any spills from food and beverages. These can also seep into the foam and possibly break it down, leading to premature sagging. By keeping your bed protected and dry, you can help to further preserve the top comfort layer, which will help your mattress retain its shape and ensure your warranty is valid. So, just to reiterate, here’s a few do’s and don’ts..
DO’S
• Ensure your mattress’s are rotated head to toe every 3 months at most, for double sided mattress’s, you should alternate the flip and rotate, use a clockwise direction so you always remember. • Ensure your bases are checked initially after 3 months, then every 6 months at most for loose fittings or broken/damaged slats. Always use the joining plates on king & king zip bases. • Keep your mattress clean and dry: We recommend you place a good quality washable waterproof fitted mattress protector over the mattress. Vacuum the mattress regularly, to prevent dust from settling. • Spot Cleaning: Treat spills and stains as soon as possible. Gently scrape away any soil and mop away liquid from the fabric. Use warm soapy water as a general cleaning agent to remove the residue of a spill. • First test the cleaner in an inconspicuous area. Don’t saturate the fabric of interior with water or other cleaning liquid. Don’t use dishwashing or laundry detergents or scrub with a brush. Dry thoroughly in shade, away from direct heat.
• If the mattress is being returned for any warranty or repairs, it must be sanitised prior to returning, most manufacturers will not accept dirty or stained mattress’s for return/repair. • It is also recommended your mattress’s be bagged prior to moving from your guestrooms to avoid any dirt collecting on them, and ensure they are carried by 2 people at least, not dragged along.
DON’ TS
• Never fold or bend your mattress: Treat it like any other piece of fine furniture. Don’t stand or jump on it, bend the corners or kneel on the edges. • Never drag a mattress or base along the floor on it’s edge, it will result in damage which is not covered by warranty. • Your mattress may have handles, but never use them to support the full weight of the mattress: Handles are designed to help position the mattress on the base. • Don’t abuse your new mattress by using it on an old, unmatched base system: A mattress will last longer and feel more comfortable when used with the correctly matching base. • Don’t risk back injury: You could risk injury to your back by turning the mattress yourself. Always ask someone to help you.
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Housekeeper Hygiene 2020: THE FUTURE OF CLEANING
BY MURRAY MCDONALD, DIRECTOR OF DUPLEX CLEANING MACHINES PTY LTD
In 2020, many innovations are ready to kick off and find their place in accommodation facilities throughout Australia.
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e have worked strongly in the past few years to be part of this change - from researching the market to conducting trials, particularly in automation technology, to gauge how ready the market is for the shift. What problems are we actually trying to solve, what are the innovations, and why it should happen in 2020?
THE RISING PROBLEMS
We have spoken to some of our existing customers in accommodation and retail facilities that have raised various facility cleaning challenges ranging from operation management, time-efficiency, to quality management systems. Let’s start with the first problem: manual handling. This has become the main source of most common injuries to housekeepers such as lower back pain and all other associated injuries. Today’s generation of labourers have different level of resilience compared to those of the distant past. We are spoiled by many choices and opportunities, including being insured or choosing a non-labour job. Hence reducing the risk of injuries to labourers should be a priority for any employer. Although as much as advanced technology attempts to control and reduce these risks, it is a further challenge for us to transform the system. Next in the line of problems that is worth mentioning is hospitality cleaning management system that struggles to cope with the rising number of visitors. Just within the Melbourne CBD itself, most employees only spend 15-20 minutes to clean an average of 120 m2 space daily with a broom, mop and bucket in two sequences: sweeping and then mopping. This resulted in most of them having been shown to miss these key points:
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• They do not sweep under benches • They missed hard to reach corners • They do not regularly clean ceilings • They do not change their water bucket frequently • They do daily cleaning for the sake of doing it While the industry has given clear evidence that future hotel guests will predominantly be harder to win over, with Australia’s tourism sector growing extensively over the next three years; their own plans to cope with it seem to be less progressive and projected to create a wider gap between traveller expectations and industry provision. The industry could fully transform their management systems in order to create a level playing field - in this particular scenario is cleaning and hygiene. We’ll need to start with retiring old cleaning systems that have been in place for over 3,000 years like the mop and bucket. Furthermore, we need to address environmental issues and acknowledge the detrimental role played by the use of chemicals. We should aspire to abandon chemicals and use alternatives that are friendlier to the environment. It’s not too much to ask, as society needs to better understand this and put into practice.
THE FUTURE OF CLEANING
You may have used steam technology previously and are aware of the virtues. Although enforcing the shift to chemical free cleaning in the retail and hospitality industries may seem to be a daunting task, many in the kitchen have slowly adapted to steam vapour and microfibre mitts with a little help from detergent in efficient kitchen cleaning. The use of detergent is
somewhat less important to them, yet psychologically appeases the cleaning process. In 2020, we should be able to completely remove chemicals, saving our budget, and respecting the environment. Automation, although many of us can see it often applied in Europe and the United States, has not yet gained much popularity here in Australia. We were perhaps too early to the market but that is quickly turning around as we approach 2020. We’ve seen automations embraced more often than ever in the cleaning industry. From big to small, catering to industrial, commercial, to domestic industries. We need to familiarise ourselves with this shift in our daily operations. Not long ago we had a fleet of intelligent cleaners working in corridors of a renowned accommodation facility in Melbourne. The cleaning was done during low traffic times around midnight. While these robots automatically clean areas by themselves, cleaners have the option to be home at midnight and focus on more complex issues during the day. They have much less obligation to be doing dull and repetitive tasks each day, enabling them to focus more on other important tasks that would serve their customers’ experiences. Robots are capable of cleaning 100% of an area without missing a speck of dust, as well as accessing difficult corners that humans can’t reach with normal vacuum cleaners. The robots can do four hours worth of labour within just one hour. But to prove that this is not the end of our existence, a Deloitte study has shown that humans should focus more on their cognitive skills instead of manual skills. Superjobs are to be created and will require better skills in problem-solving, communication, interpretation, and design. With the rising demand from travellers, next year is really the time for the hospitality industry to improve the skills of its workforce. The more we automate, the more possibility for us to improve human productivity as well as focusing ourselves in more important tasks. The use of Artificial Intelligence (AI), cognitive technologies and robotics to augment work is allowing jobs today to become more data-driven with better skills in problem-solving, communication, interpretation and design. Never before could you monitor cleaning, measuring tasks and providing smart tracking that can validate the completion of each cleaning process.
IMPROVEMENT AND CONSISTENCY ON QUALITY AND EFFICIENCY
It’s all about the data, the quality and efficiency — perhaps this is the main message we may conclude and expect to have for the year of 2020. AI is all about data-driven systems, through remote monitoring and connected technology. Management can easily monitor cleaning progress in real time. Robots’ can be tracked from any devices to ensure whether the cleaning is being done in an efficient manner. Maps of rooms and buildings can be updated in real time, displaying detailed day-to-day planning of cleaning activities, ensuring jobs are done and performance is measurable. This advancement will enable management to keep up with the rising number of travellers and their demand. Keeping the quality of cleaning and how it should be done within their facility, while at the same time enabling them to focus on providing value-added facilities or services. It is time to improve the quality and manage consistency, as automation technology does not need to get out of routine or celebrate Christmas like humans! Murray McDonald has over 20 years’ experience in Automation, hygiene, and infection control. He is also a Director of Duplex Cleaning Machines Australia, an exclusive distributor of Italian Brand Duplex and Tecnovap cleaning machines in the Asia Pacific region. The company has solved major cleaning issues and improved cleaning standards in many accommodation facilities. For more information, visit www.
duplexcleaning.com.au.
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Getting the message across
BY MARK THOMSON
Whilst staying at a Marriott Hotel in the USA, I was reminded how important housekeeping is to represent a Hotel’s approach to sustainability. Despite the impressive results achieved and advertised in the reception (Pictured), a green message may be somewhat lame and potentially overlooked unless people are actively engaged. Engaging housekeeper staff in green messaging may be a successful way to secure repeat trade and increase customer loyalty. An increasing travelling market comprises those who wish to reduce their carbon footprint and who now choose greener hotels.
B
ehavioural economics is the study of how psychology affects the economic decision-making processes of individuals and organisations. It is an important concept for housekeepers to understand to position green messaging. There are five strategies behavioural scientists often use to change people’s behaviours. The first is to nudge them. If you make it easy for people to adopt a behaviour and difficult for them to opt out, good outcomes result in creating new habits. Most people welcome nudges if the outcome is to participate in positive outcomes. In a hotel, a message in the bathroom about hanging towels up to save energy from excessive washing, is effectively a nudge. The second strategy is to offer something free. The lure of getting something for nothing is very attractive to most people. The Marriott offer to plant a tree on your behalf is good in principle but may not be as meaningful, if you received some other offer. Free organic chocolates on the bed are always a great way to be welcomed to a hotel. The third strategy is to offer at least three options, understanding that statistically people choose option two as their preference. An example is to provide three beer minibar options, with a local crafted beer positioned as the mid- price beer plus two beers close in price. Statistically it has been established that the mid- priced (local crafted) beer will be preferred when positioned in such a manner allowing a hotel to successfully promote a local beer. Next is the “decision paralysis” approach whereby too many options have the effect of allowing a decision to be deferred indefinitely. Climate Change, green design, sustainable procurement, eco-friendly products, low toxic materials and recycled products are terms that have challenged consumers to the point where clear decisions to be ecologically aware have been ineffective. An effective method, “Sustainability for us means……” ; then articulate how housekeeping with hotel management are practicing sustainability. Finally, “attribute priming” is the strategy where linked educational messages are distributed hotelwide so knowledge is founded which supports a consistent proposition. Housekeeping and management may
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successfully demonstrate sustainability strategies that educate and engage guests in an enjoyable, personal and informative manner. Hotels and the hospitality sector have the opportunity to provide leadership in our community addressing the global Sustainable Development Goals (SDG’s). The messages important for our sectors future include good health and well-being (SDG3), quality education (SDG4), gender equity (SDG5), affordable and clean energy (SDG7), responsible consumption and production (SDG12), climate action (SDG13) and partnerships (SDG17). To understand more sustainable messaging for your staff and guests to demonstrate your facility’s journey in the climate challenge, please contact The Executive Housekeeper.
ABOUT THE AUTHOR
Mark Thomson is an eco-Architect with qualifications from the GBCA and EarthCheck organisations. He has over 30 years experience in the Australian design, development and construction industry. He has built and refurbished multiple hotel projects around Australia and was co-owner of a national hotel chain up until 2005. His current business Eco Effective Solutions is based in Brisbane. www.ecoeffective.com.au mark@ecoeffective.com.au
REFERENCES
https://www.forbes.com/sites/piyankajain/2018/03/01/5-behavioraleconomics-principles-for-marketeers/#5112254128eb https://www.greenhotelier.org/our-themes/community-communicationengagement/worlds-greenest-hotels-inspired-by-the-global-goals/ https://www.tourismpartnership.org/global-goals/
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www.prsaustralia.com.au
The Hyde Park Inn – A REFURBISHMENT JOURNEY OF SUCCESS BY AMANDA BEAZLEY, BEAZLEY GROUP DESIGN + FITOUT PTY LTD, HOTEL/MOTEL FITOUT SPECIALISTS, WWW.BEAZLEYGROUP.COM.AU
The Hyde Park Inn, comfortably positioned in the heart of Sydney CBD, in Elizabeth Street, has been a stable pillar of Hospitality excellence for many years. It was built and owned by the R.S.L of N.S.W., from 1968 and the property and its’ 97 rooms, sits firmly in the mid to upper Hotel range and has enjoyed occupancy percentage levels in the mid 90’s for the last 7 years. In a world of city Hospitality Accommodation where competition is fierce and new standards and trends are constantly evolving, what has been the key to this particular Hotels constant success?
O
f course the basic principals of good management and a well operated hotel play a significant part, however this Hotel has also identified its’ position in the market extremely well. Finding that level just tucked under the ‘5 star’ hotel, and staying firmly in that lane, they have managed to operate and be successful through the good and bad times of the tourism market.
time). The Company, directed by Amanda Beazley, who also developed the colour scheme and interior design for the rooms has been involved with the Hotel ever since.
2005 Before
The way they have managed to stay at that level and in their ‘lane’ is to consistently maintain the level of the property. When any hotel allows the rooms to start looking tired and not well maintained, the rates and occupancy drops in time, putting them on that constant wheel of insufficient occupancy, rates and cash flow to upgrade… the Hyde Park Inn have been vigilant with their Maintenance Programme and Refurbishment Programme since the day it opened and so have never fallen into that cycle. The Hotel Manager, Mr Peter Gamblin has always had a 5 and 10 year plan for Refurbishment and includes this in the yearly Capital Expenditure. Consequently the Hotel has maintained its high levels of occupancy, rates and happy guests who return stay upon stay.
2007 After
The guests have come to trust in the appearance of the Hotel and most have watched it evolve and morph itself into a modern Hotel, in every era of its life. So lets take a look at the refurbishment journey of the Hyde Park Inn… In the early 1990’s the Hotel had a very fashionable peach colour palette, which the hotel realised in 2005 was out of date and that a Complete Refurbishment was required. After putting the Project out to tender, the first full Refurbishment of the Hotel was awarded to Beazley Group Design + Fitout (or John Beazley & Co as known at the
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2006 – FULL ROOM REFURBISHMENT
The aim of the designer at the time, was to firstly understand the guest and so the design evolved to create a warm feeling for the many rural guests and R.S.L members who frequented the hotel. While also being modern enough to sit in the middle of the CBD with the local tourists that used the Hotel for its location. However the key was, and always has been for this hotel not to be ‘on trend’ but to be timeless, meaning the design was able to transition throughout the years. Sometimes partially, sometimes completely, but always progressively.
2008 Foyer
The design had a neutral and warm palate of chocolate tones with the main components aim to have longevity in design so that when the Hotel required a soft upgrade the high cost items could remain. Everything was designed to sustain the commercial market and have longevity in the design and also the materials. A testament to the Beazley team and its products, from the initial refurbishment in 2006 that furniture is still in the Hotel rooms today and has been able to work with and through a number of partial upgrades.
2009 – RECEPTION UPGRADE
After successfully completing the refurbishment of the rooms in a quick turnaround programme, Beazley Group was asked to consider the Reception Area. Again due to the intuitiveness of the Hotel Management, they quickly realised
2008 Foyer
2008 Foyer
that the Rooms were not being represented at their best by the dated entrance and so went about designing a new Entrance and Reception to welcome the Guests. The design philosophy always adapted by Amanda and her team was to create a ‘sense of place’ so that guests could identify with their location, rather than a generic scheme in a generic hotel. The way this was achieved for the Hyde Park Inn, was of course to bring the outside – in. The view and location of the park being an iconic part of Sydney CBD was the perfect inspiration. A leaf pattern was designed and adapted to the floating glass canopy as you enter the hotel and the green and chocolate to reflect the park, and tie in the rooms became the signature colours.
THE BATHROOM REFURBISHMENT 2007 Before
2009 After
Of course the bathrooms were well maintained and of a high quality in marble finish, however again due to the commitment of the Hotel to bring all areas of the property into alignment, they identified that the bathroom looked
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2012 – PARTIAL SOFT REFURB
2009 After
This time the designer, Amanda, integrated the green that was highlighted in the reception, into the rooms. Also injecting a part of Australian history into the design and using fabric designs by the iconic Australian Designer of the 60’s, Florence Broadhurst. Due to the design and stability of the originally selected and manufactured: curtains, furniture case goods, sofas and carpet, the upgrade was able to be achieved with a ‘soft upgrade’ of paint, artwork and bedding. However effectively implemented so that the rooms once again were modernised and made to look new and refreshed.
2012 Partial soft refurb
dated and again tendered and called on Beazley Group for the design, and works for the bathroom upgrade. This leaf design in the reception area, then merged into the new design for the bathrooms, creating a common thread throughout the Hotel, which was subtle and created an element reflective of the park and was a journey through out the Hotel experience.
MAINTENANCE AND PROGRESSION
Through the years, the hotel undertook many other projects with the Beazley Team, which included Hot Water Systems, a yearly paint and clean, Fibre Optic Cable, back of house, beds and Acoustic windows. Beazley Group at the outset of the first upgrade worked with the Hotel on a forward Programme based on the life expectancy of the rooms. So having anticipated, estimated and therefore allowed in the Cap Ex a soft Refurb in 6 years, when the time came around to re-visit the Rooms the Hotel was prepared.
2019 After
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2019 After
2019 – 2020
TWO STAGED PROGRAMME
Early this year the Hotel, with a new RSL of NSW Management went to tender with a number of Companies, one of which was Beazley Group. The brief was to plan the next few years of Refurbishment in a progressive and two staged approach, however the challenge was, they also wanted a new updated modern look. The master stroke of the Hotel was that they had been able to maintain the original 2006 furniture through constant care, upkeep and maintenance so that this time around, again they could evolve into a new look, keeping the original kitchens and furniture, making the Refurbishment financially viable, and achievable. With a very well developed, researched and thought-out design, Beazley Group Design + Fitout was awarded the design and later also the work to refurbish the Hotels most recent transformation. Beazley’s philosophy has not changed, to create a ‘sense of place’ using inspiration from the park. This common sense and practical approach of grounding the guest in it’s location won them the job. This time the modern colour palette was of steel bluegrey, charcoal, and tan accents, using ‘urban cowboy’ look leather chairs, marble look tables, and modern contemporary timber wall lights to create drama in the rooms, they have a warm yet sophisticated ambience. The first phase of the Refurbishment will be completed later this year (8th November 2019), with the plan to later change over the very sturdy furniture and sofas that have well and truly lasted the test of time and earned their retirement. Even with the existing furniture, the rooms have been completely transformed.
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The rooms, with their new sophisticated modernity are yet again meeting and exceeding expectations of that very discerning guest who has an abundance of choice in the city, yet ongoing high occupancy says, they are returning to the Hyde Park Inn.
LUXXE. Premium service and best practice compliance. At LUXXE, we’re proud of our exceptional team. We work hard to create a framework that enables and celebrates their success. Our results speak for themselves; just ask any of our clients.
You’ll partner with hotel industry experts LUXXE has been providing premium outsourced services for over a decade. Our business is led by a management team of industry professionals with more than 100 years of hospitality experience.
Your guests will be WOWed by our training All LUXXE staff complete customer service training by the highly regarded Ruth Langley. This means they understand their role in creating WOW guest experiences. No other outsourced service provider delivers this level of customer service training at no cost to clients. Our staff are more motivated and engaged, which is a direct benefit to our clients.
You don’t need to be concerned about sub-contractors We uphold best practices by directly employing all staff. This saves our clients unnecessary hidden overheads in constantly training new staff, and means that we are 100% accountable for all service deliverables.
Your hotels will be matched with our best managers We understand that consistency in service delivery is critical. That’s why we commit our senior team members to your property for the duration of our partnership. You can rest easy in the knowledge that the same premium service levels will be delivered day in, day out.
You’ll H.E.A.R.T. our team LUXXE focuses on a positive, supportive and inclusive work culture. Our values are Honesty, Excellence, Accountability, Respect and Teamwork: HEART. The success of our One Team approach benefits our clients through industry leading staff retention and loyalty rates.
You’ll receive a guaranteed 300 audits per hotel, per month We also carry out monthly compliance audits. Through the use of smart technology, our quality control app is able to address and resolve potential issues long before they become problems.
You’ll benefit from our experience in transitioning over 80 hotels Our management team has successfully mobilised over 80 transition-in plans. A detailed transition plan is tailored for each hotel. This ensures a smooth mobilisation with minimum disruption to guests and service levels. We also work to retain as many staff as possible, and redeploy others.
You’ll enjoy a service model that suits your needs LUXXE offers both fully-outsourced and top-up models so we can easily meet your business and operational needs.
Call us today to find out how LUXXE can free up your team to focus on more WOW 43 for your guests. Call 1300 034 067 or email craigc@luxxe.com.au.
ADVERTORIAL
SOMETIMES THE BEST ASSETS ARE THE ONES WE SIT ON Who would have thought that a guests experience with a toilet seat could affect your hotel?
D
oesn’t matter which it is, a wobbly seat that doesn’t know it’s place or a crack in the surface, both give a reason to feel genuinely disappointed when using the toilet. Then there is the hygiene topic, stained toilet seats, or hinge fittings that have obvious signs of dark black gunk growing on it, don’t make you rush to rest yourself on such an object for any period of time. Now there’s always a direct line to the headperson who governs hotel maintenance, with many conversations about toilet seats needing attention repeated daily. Send a tradie to fix a badly designed, low quality toilet seat in a hospital, and watch the dollars burn.
Ineffective repair to problematic issues like broken hinges or seats coming away from the toilet, are common place. Maybe the motto is, use a well know brand that’s got a good track record and make sure you can quickly get your hands on spare parts from a local source. Use your head, look for a brand with commercial history who give no less than a 10 year warranty, multiple seat and hinge options, as well as direct representation on the ground Australia wide.
seats for your senses www.pressalit.com
THIS COULD CATCH ON IN YOUR HOTEL
In a busy world where time is precious, let your guests dream, use their imagination and bring out the adventurer inside. t: 0415 425 461, au@pressalit.com
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Everything under the sun BY WEATHERDON
Piggly Wiggly changed the way we shop forever, with the opening of the first one-stopshop in Tennessee USA, in 1916.
F
ast forward 100 years and the concept of a specialised category of products, all under one roof, has evolved to hospitality appliances.
Weatherdon & Company was a pioneer of the one-stop specialty trend. The company started to supply products exclusively for the hospitality industry more than forty years ago and launched a one-stop warehouse, dedicated to over 600 products, from teaspoons to trolleys, hairdryers and clock-radios, all manufactured specifically for guest-rooms, housekeepers and back-ofhouse. There’s a big difference in going to one company that stocks everything for hospitality and specialises solely in that area. The alternative is the legacy model of seeking out, trialling and testing, not only products, but suppliers here and internationally, where you are just another number on a purchase order.
RELATIONSHIPS AND TRENDS
First and foremost, the biggest benefit is in fostering a mutual relationship. Buying products from one supplier, comes with the bonus of dealing with someone who understands you, as well as the particular kinks and quirks of the property. This is critical in hospitality, as a supplier who specialises in accommodation will be ahead of the curve on industry trends and new products, which may be just right for guest-room or back-of-house. Add in the occasional coffee meeting and regular contact and a problem will be solved before it occurs.
EFFICIENCY AND TURNAROUND
As everything is in one place turnaround times are quicker. There’s no extra shipment costs or scheduling dilemmas. There’s an ease of ordering, minimising
calls and emails when there’s not multiple suppliers to deal with. Quickly scan over 600 products that include 60 types of kettle, 20 different irons and 10 styles of bar fridge. Comparing specifications is fool-proof as they are consistent and all in the same, easy to read format. Minimising the sheer volume of paper work, emails, systems and ordering is a boon in itself.
CONSISTENCY AND PRICE
Consistency is critical for brand recognition, particularly where customers have numerous properties around the country, each with their own buyer and unique location requirements, often buying at different times of the year or for different seasons and reasons. Refit, refurbishment, replacement and servicedapartment packs can be bundled into co-ordinated and customised orders. Savings can be significant for regular and large purchases and that position can be leveraged for payment terms or early notice on sale items.
THEN AND NOW
The advantages for hotel managers and housekeepers of dealing with one supplier, are myriad, from price to convenience. The value add comes with an account manager who knows you well, knows what works and understands the vagaries and variables of hotel life. “Weatherdon is a family owned company, so there is a deep history of expert advice and a solid reputation to draw from, adds Managing Director, Robert Weatherdon.”
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SHIFT TO SUSTAINABLE HYGIENE SOLUTION. TALK Talk to TOusUS today TODAY
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ARE LINEN, COTTON OR POLYESTER
sheets better? BY AUSTRALIAN LINEN SUPPLY
There are many different types of sheets available – linen, cotton, silk, bamboo, blends, synthetics among others. The most popular types of sheets for hotels include linen, cotton and polyester.
W
hen people visit hotels, the first thing we all look at is the bed sheets because we want to see an inviting bed, one that you cannot wait to lay on during your business trip or vacation. Hotels and motels choose bed sheets based on a few factors. These are: • The type of material it is made from. • If the material chosen is easy to clean and maintain. • If the material is durable, which can save the hotel on running costs. • If the material is both functional and decorative to make its rooms look enticing. The most important factor they look at is the material the sheets are made of. Let’s look at the most popular types of sheets and dig deeper into each type to determine which option works best for you.
LINEN SHEETS
Linen is made from natural fibre from the flax plant and mainly comes from Europe. It is one of the oldest fabrics known to man, dating as far back as 8000 BC in Switzerland and also in Egyptian tombs. The flax plant is known to need a lot of care in order to produce the best material for linen. When the flax plant is harvested, its seeds are removed and the stalk is rolled between a presser to expose its fibres. These fibres are usually long and are what is woven to create the finished linen fabric. These long fibres also have a wax coating, which gives linen that nice shine we know. BENEFITS OF LINEN • When it comes in contact with your skin, perspiration is absorbed by the linen fabric, making it a self-cooling type of sheet.
• It is perfect for hot weather or high temperatures and works perfectly with a faux fur blanket to keep you warm during the cold months of the year. • Linen is versatile and used to make much more than bedsheets. It is also used for making table linen, curtains, clothing and towels. • Linen is hypoallergenic and lint-free. • Linen sheets are easy to store, especially in a cool wellventilated area. You should avoid putting linen sheets in boxes or bags. • It is perfect as a decorative type of bedding because it holds colour dye well. • With regular washing, they start to wear and tear from 5 years of use but can last decades. At the same time, it also resists fading. It’s important to also look at its drawbacks. Some of these include: • Linen is prone to wrinkling. This means that hotels and motels will have to take extra time to iron or straighten this type of sheets. • The weave in linen means it is not good for use in upholstery. It works best on occasional or decorative furniture. Use quality linen from ALS where you can get great quality at an affordable price. ALS also offers bath linen, tea towels, floor mats and many other hospitality products.
COTTON SHEETS
Cotton was used from as early as 5000 BC and can be traced to an area in Pakistan. Cotton bolls have also been discovered in caves in Mexico as far back as 3500 BC. It became a common fabric when an improved spinning wheel was introduced in Europe around 1350s. The cotton plant grows best in the Americas, India and Africa.
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Fact: Cotton surpassed tobacco as America’s cash crop, and it constitutes more than half of its imports. There are 3 common types of cotton sheets - American Upland, Egyptian and Pima, with American Upland being the more popular type. The main part of the cotton plant used is called the boll. Almost all of the plant is used to manufacture something. The cottonseed is used to manufacture cottonseed oil and is also fed to cattle. The little pieces of cotton, or linters, which get stuck to the seeds are used to make banknotes, plastic, bandages, cotton balls and cotton buds. BENEFITS OF COTTON • It is soft, durable and it breathes well. • It can last for decades with proper care. • It is more luxurious than some other fabrics and can be expensive - but it is long-lasting, making it a great investment. • It is easy to dye, making it a great option for decorative items like sheets and upholstery. • It is hypo-allergenic, which is perfect for people with allergies. • It is absorbent and easy to clean. Absorbent fabrics are perfect for hot and humid weather conditions. • It is one of the fabrics that blend well with other fabrics. Despite its popularity, cotton has a few disadvantages. • To begin with, it wrinkles rather easily and this means taking time when cleaning to iron the fabric. • It is known to shrink after the initial wash. There are pure cotton items which come pre-shrunk when purchased. • While being absorbent is a great quality, it also has its challenges. Cotton absorbs not only humidity but also stains. It can also get mildew if it is not properly dried which can be a health risk.
POLYESTER SHEETS
Polyester is a man-made material made from woven fabric and binding agents. It is preferred as it is affordable, durable and soft to the touch. Polyester’s first fabric, Terylene, was created in 1941 by scientists from England. Polyester is used to make fabrics, rubber tyres, soft drink bottles and enamel paints among other things. Polyester is usually blended with other types of fabrics. For example, it is blended with wool to strengthen the wool. To create upholstery pieces, it is blended with cotton or nylon which help it to be wrinkle-free and absorbent. BENEFITS OF POLYESTER • Durable because it has similar characteristics to plastic and can be used for other purposes.
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• Perfect for hot and humid areas as moisture evaporates from the sheets and keeps them dry. • It is easy to clean and low maintenance as it doesn’t require any special washing instructions or detergents. • It doesn’t wrinkle, shrink or stretch. • It is resistant to water and many chemicals. • It can hold pleats and creases, which makes it a great option for decorative items. Polyester has a few disadvantages that hotels can consider when choosing the best bed sheets. • Polyester is known to retain heat which makes it rather uncomfortable to sleep on after some time. There are other variations of polyester in the market today which have improved on this. • It also has a tendency to cling to the skin because of static. • It clings to stains which can sometimes be hard to remove without the help of cleaning agents.
HOW TO CHOOSE BEDSHEETS
• Choose a credible brand. Contact ALS for quality bed sheets, towels, floor mats and bath linen. • Consider any allergies hotel customers may have. Choose fabrics that are hypoallergenic, anti-fungal and antibacterial. • Hotel running costs can be rather high. Therefore, choose affordable sheets • Look at the climate the bed sheets are being used in. Choose sheets that will work in the climate you live in.
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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FOCUS GROUP REVEALS HOW TO KEEP HOTEL LOBBY FLOORS CLEAN AND HEALTHY BY ROBERT KRAVITZ
Kaivac, a leading manufacturer of professional cleaning equipment, including machines explicitly designed for floorcare, recently conducted a hotel lobby floor focus group. The company invited hotel floors (yes, the floors) to discuss what it's like to be a hotel floor and, more specifically, what the floors suggest would help them stay clean and healthy at all times.
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he participating floors were installed in hotels in New Zealand, Australia, Singapore, and Hong Kong. While many of the floors were either marble or granite, indicating these were higher-end properties, some of the lobby floors were quarry tile, ceramic, and at one "hip" hotel in Singapore, cement. After the interviews were completed, the researchers analysed the responses. One of the surprising findings was that virtually all the lobby floors, regardless of type, had similar challenges when it came to cleaning and maintenance. The issues the lobby floors most often discussed can be broken down by category: Pride. All the lobby floors were aware that they are the first thing hotel guests and visitors see when they walk into a hotel. "It's our job to welcome people into the hotel, and we are proud to do it," said an Australian lobby floor. "We welcome them by being clean, shiny, and safe." However, all of the lobby floors expressed concerns about slip-and-fall accident, with one lobby floor indicating, "not on my watch." Floor mats. Another common concern was about the floor mats installed at the hotels—or lack thereof. Four out of five participants indicated the floor mats were not long enough and not always installed in the right places. When told that many cleaning professionals suggest as much as 15 feet of matting should be installed at building entries, all of the lobby floors said they were unaware of that. Placement was of particular concern. "We also want the first step on our floors to be on a mat, not directly on the floor," said the Hong Kong hotel lobby. "When an indoor mat is not installed, all the moisture and soil on shoe bottoms lands on me and then gets walked around the lobby."
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Cleaning frequency. The lobby floors all indicated people are coming and going throughout the day in their properties, making it tough for housekeepers to clean the floors. "But we need it," said one lobby floor. "During the course of the day, I can feel the foot traffic eating away at my floor finish. When that happens, I lose my shine." What they believed could best address this situation was if the lobby floors were dust mopped or vacuumed with battery-powered backpack vacuums throughout the day. "Because they are battery-powered, you don't have to worry about the cord," one floor noted. Refinishing. Most of the lobby floors agreed that refinishing (stripping and then applying floor finish to the floor) should be performed at least twice per year. Two lobby floors suggested three or more times per year are necessary. They were well aware that although the noticeable benefits of refinishing the floors are to remove soiling and put a high-gloss shine on the floor, the less obvious benefit is to protect the floor. Some of the lobby floors indicated that they usually get three or possibly four coats of floor finish, but thought five or six coats should be applied. One marble lobby floor also suggested that a sealant be applied to the floors first, before applying the finish. "This provides added protection." Mopping. When the discussion turned to mopping, the lobby floors became what one of the researchers called "rowdy." All of the floors disliked being mopped, mainly because as the mop is used, it becomes more and more soiled. "It's like mopping us with dirty water," said one New Zealand hotel. This lobby floor was particularly upset because it said New Zealand is famous for being a very clean country. "Using dirty mops and mop water is against what our country is all about and does not result in a clean floor." A couple of the lobby floors also mentioned that the mop heads often start shedding their
strings, latching on to furniture and other items on the lobby floor, indicating it is unsightly. Auto scrubbing. Although all the lobby floors believed cleaning with an auto scrubber was better than being mopped, they felt scrubbers had their own set of issues. "Every time an auto scrubber is used, I can feel it grinding away at my floor finish," said one Hong Kong floor. "The finish's protection starts to wane, grit gets lodged into the floor, and I don't feel protected." This is a common complaint when using auto scrubbers and many types of traditional floor machines. With repeated use, the brushes on these machines grind down the sealant or finish, leaving the floor vulnerable to soils, liquids, and spills. Options. Participants were then asked what other options they would suggest for cleaning floors. Three of the lobby floors indicated their hotel was no longer using scrubbers but had switched to "auto vac" systems. These are similar to auto scrubbers and floor machines, but they do not use abrasive brushes. As the machine is walked over the floor, a neutral cleaning solution is applied. A gentle but effective pad at the rear of the
machine provides the necessary agitation to loosen soils. These are then vacuumed up along with the moisture. The Singapore hotel with the cement lobby floor showed the most enthusiasm for the change. Because the floor is so porous, the hotel administrators are now testing the auto vac "and from what I have heard the auto vac systems are helping to keep me in tip top shape." Finally, the lobby floors were asked, if they could say one thing to their hotel owners and administrators, what would that be? The most common response was similar to this: "Never forget how important we are in the hotel. If we are clean and looking our best, guests believe the rest of the hotel is just the same." ď Ž
ABOUT THE AUTHOR
Robert Kravitz is a frequent writer for the professional cleaning industry. Disclaimer: This is of course make believe. Lobby floors cannot be interviewed. While this may be an unusual approach, the goal of this article is to discuss ways to keep hotel lobby floors looking their best and why that is so important.
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Sustainability trends TO WATCH OUT FOR IN THE HOSPITALITY INDUSTRY IN 2020
BY JONAS CRUZ, SENIOR MANAGER - SALES ANZ AT RUBBERMAID COMMERCIAL PRODUCTS
Being sustainable and eco- consciousness is on rise across industries, hospitality industry is no exception. As the hospitality industry continues to witness an unprecedented growth, it’s critical to make sure that we reduce the carbon footprint, at the same time to meet our sustainable goals. In recent years, the hospitality industry has been steadily adapting to change and is gradually embracing sustainable cleaning techniques.
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n 2020 and beyond it will be interesting to observe how the hospitality industry can make more environment friendly decisions and contribute to make the world a better place. With this in mind, let’s examine sustainability trends to watch out for in the hospitality industry in 2020. Switching to eco-friendly products, improved ways to minimise water usage and conserve energy and integrating sustainability into management strategy are some of the key ways to meet the sustainable goals.
REDUCE WASTE
There is a growing concern about waste within the hospitality industry. Especially, as plastic continues to pollute almost every beach in the world, interrupting the tranquillity of the oceans. According to a research paper entitled Hotel Industry and Environmental issues1, “it is estimated that 75 per cent of the environmental impact of a hotel can directly relate to resource waste, which not only impacts the environment but also a hotel itself.” In a bid to assist with the growing problem of waste, hotels can encourage and help reduce water by recycling and suggesting guests re-use their towel to help cut down on laundering and water consumption. Furthermore, the United Nations Environment Program2 is helping to inspire sustainability within the tourism industry by “demonstrating the economic, environmental and socio-cultural benefits of sustainable tourism and encouraging the demand for sustainable tourism products and services.”
MONITOR WATER USAGE
Parts of the world have experienced their hottest and driest months with drought and a lack of water experienced on a global scale. With this in mind, it is important for hotels to monitor and reduce their water usage. In hospitality, it’s vital for the managers to make sure that all surfaces and touchpoints throughout the facility are thoroughly disinfected to maintain a hygienic environment. This is the most effective way to minimise the risk of transmitting infections via indirect contact with surfaces and touchpoints. Therefore, switching to microfibre products for example is a really great way for hotels to reduce their water usage and there’s many reasons for this. Cleaning with microfibre products reduces the amount of chemicals and water as they have special particles which attract and hold dirt and grease removing 99.9 per cent of bacteria across a number of surfaces and touchpoints. They’re also launderable meaning they can be used over and over again rather than disposed of after one use. Other ways in which hotels and housekeeping teams can save water usage is by introducing low-flow showers, water less urinals and amending their launderable procedure.
CONSIDER HOTEL DESIGN AND ECOFRIENDLY PRODUCTS
When a hotel takes their design, architecture and supplied products into consideration it can play a major role in showing that they promote and support
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sustainability. Having sustainable products boosts brand awareness and shows guests they are aware of environmental struggles. Other features hotel can adopt which contributes to sustainability as a whole include having a filtered water system instead of plastic bottle, use recycled brown bags when delivering goods to guests, or as the Hilton has done and pledge to eliminate the use of plastic straws from their 650 locations.
AS AN ORGANISATION BE AWARE
The present generation are becoming more and more aware about the issues our planet faces and how switching to sustainable resources can help in fight towards climate change. Hotels that promote and favour sustainable resources are not only letting employees know about their willingness to support the environment but importantly are showing their guests how aware they are of the world around them.
IN SUMMARY
As we witness a growth in eco-tourism, it’s important to have initiatives within the industry that will inspire, increase and promote sustainability to hoteliers, staff and guests alike. On their own, hotels can reduce their waste, water consumption, be a kinder organisation and more however this won’t be enough. Beyond the individual work of hotels, introducing industry standards such as the Sustainable Development goals, created by The UN World Tourism organisation for example will help drive direction and leadership by connecting the industry and providing a platform of standards to follow and maintain. Together, companies, hotels and travellers can work together to create more awareness around sustainability. ď Ž
REFERENCES
1. Hotel Industry and Environmental issues 2. United Nations Environment Program
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Swan Bedding Commercial Swan Bedding has been supplying the hotel and accommodation industry with mattresses and foundations way surpass our clients’ expectations, the value in our commercial products are exceptional against their cost. Most importantly, our range of commercial mattresses offer superior comfort and support so your guests will wake up feeling rested and refreshed. Each series of beds in our commercial range are designed and tailored to satisfy specific level of commercial requirements.
Visit our website www.swanbedding.com.au for more information or contact your nearest office for a quote.
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STANDARD HOTEL/MOTEL AMENITIES AVAILABLE FOR IMMEDIATE DELIVERY
Cents*
Bath Gel 30ml tube
17¢
Body Lotion 30ml tube
17¢
Conditioner 30ml tube
17¢
Shampoo 30ml tube
17¢
Shampoo 12ml sachet
7¢
Shampoo 15ml tube
13¢
Bath Gel 15ml tube
13¢
Body Lotion 15ml tube
13¢
Conditioner 15ml tube
13¢
Soap 15g
8¢
Soap 20g
10¢