Motel Owners Journal Vol 12 no 2 by Adbourne Publishing

PP 324494/00039

t h e au st r a l i a n

Motel Ownersâ&#x20AC;&#x2122; Journal

Volume 12 No. 2

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contents

5 Publishers’ Message 7

Message from the Minister for Tourism

From HOTEL to MOTEL to BOATEL

12 Tapping your guest gold mine 14 Clean Sweep for STAR Ratings 16 Don’t fall into the discount trap 17 Green-clean or green-wash? Vacuum cleaners 21

On which end is the biggest sucker?

24 Light, quiet and cosy beats bricks and mortar

27 Why use a steam cleaner?

32 How many businesses use The Bureau of Statistics Quarterly STA?

60 Accompanying Guests Who Request Allergy-Friendly & Chemical-Free Rooms

36 A Practical Guide to Credit Card Security – Motel Style

64 Bed Bug Barrier Bites Back at Bed Bugs

38 New motels needed to satisfy demand

68 Pool Power

40 Mindful Employer: A SANE approach to mental illness in the workplace

71 Firing on all cylinders 74 Product News

41 Kicking the bleach habit 43 Profiles 50 Dust Mite and Anti-Allergen

al n Journ ralia au st ners’ l Ow Mote

the

What have you done to my carpet? 52 57 Life Lessons From my Cat

Are your expensive chemicals enough?

Opportunities out of Confusion 59

30 Guest Room Technology Trends

12 N

n halby Strat otel, M h t Stra l ver: Mote trath t Co Fron urtesy of S co Photo e Volum

039

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Advertising Sales Melbourne: Neil Muir Ph: (03) 9758 1433 Fax: (03) 9758 1432 Email: neil@adbourne.com Adelaide: Robert Spowart PO Box 213, Summertown, SA 5141 Ph: 0488 390 039 Email: robert@adbourne.com

Production: Emily Wallis Tel: (03) 9758 1436 Email: production@adbourne.com Administration: Robyn Fantin Tel: (03) 9758 1431 Email: admin@adbourne.com Marketing: Tania Lamanna Tel: (03) 9500 0285 Email: tlamanna@bigpond.net.au

494/00

mo PO Box 735, Belgrave, VIC 3160

www.adbourne.com

DISCLAIMER Adbourne Publishing cannot ensure that the advertisers appearing in The Motel Owners Journal comply absolutely with the Trades Practices Act and other consumer legislation. The responsibility is therefore on the person, company or advertising agency submitting the advertisement(s) for publication. Adbourne Publishing reserves the right to refuse any advertisement without stating the reason. No responsibility is accepted for incorrect information contained in advertisements or editorial. The editor reserves the right to edit, abridge or otherwise alter articles for publication. All original material produced in this magazine remains the property of the publisher and cannot be reproduced without authority. The views of the contributors are not necessarily those of the publisher.

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So, if you’re considering selling your motel, speak to your local Resort Brokers Australia representative today.

Call (07)3878 3999 resortbrokers.com.au

Publisher’s Message C

hristmas is the time for giving and sharing. It is the time for loving and happiness, when for many, members of their family make a special effort to be home for the festive season. The Christmas period is also a very busy time for motels, hopefully with fully booked rooms throughout the holiday period. I would like to thank everyone involved in producing this magazine. I would also like to thank the advertisors and ask that when you contact any of the companies within this edition, that you please let them know where you saw them... as without the advertisors, this free magazine would not exist! A special thanks to all our writers for the high standard that has been maintained throughout 2011. Particular thanks to Simon Reeves of Built Heritage, whose extraordinary knowledge of the history of motels has been shown with his contribution in each issue, including in this issue his story on the Boatel. Also included in the following pages are features by Chantel Mortimer of Centium Software, who has written two articles – one on ‘tapping the guest goldmine’, and the other on information regarding ‘Credit Card Security and Compliance’, and how it applies to motels.

Vacuum Cleaners

> Story on page 21

There are articles on vacuum cleaners and the use of steam, and another about dust mites. Bridget Gardener knows all about bleach and passes on some of her knowledge for you. What about allergy-free rooms? Some of the large hotels/ motels are now providing an option, with a small premium on those preferring to stay in an allergy-free room. Ian Crooks points out there is another side of the coin to discounting the rates on rooms and why it is not always a good idea to do this widely accepted practice. Lew Tankard of Inquest Australia, and Col Nation, have both been busy this past year with their special features. To all motel owners and staff, may your rooms be full and business booming during the festive season. From all at Adbourne Publishing, a Merry Christmas and a happy and safe New Year. Neil Muir

www.ThornEquipmentFinance.com.au

Message from the

Minister for Tourism A

s a motel owner, you are making a key contribution to tourism and to the Australian economy.

Motels are a crucial part of the $34 billion tourism industry offering accommodation and providing jobs for many thousands of Australians, including in regional Australia. While Australiaâ&#x20AC;&#x2122;s tourism sector is facing a number of challenges such as the high Australian dollar, natural disasters, and cheaper airfares encouraging many Australians overseas for their holidays, the Australian Government has a strong program to ensure the industry can grow. The Australian Government launched the National Long Term Tourism Strategy (the Strategy) in December 2009. The Strategy is a partnership with industry and the States and Territories to address key issues such as skills needs, aviation access, online capabilities, and investment in tourism products which had been put in the too hard basket for too long. It has been 2 years since the Strategy was launched and I am pleased that we are starting to see results â&#x20AC;&#x201C; more air capacity to bring tourists into Australia, $8.5 million spent on TQUAL grants to tourism projects and businesses, extension of enterprise connect to tourism businesses to provide free access to business advisory services and the tourism e-kit to help get tourism businesses online. It is particularly important that tourism related businesses such as motels make the most of the growing trend for tourists to plan and book trips online. A recent survey, commissioned under the Strategy, found that 62 per cent of international tourists use the internet for information and 42 per cent for travel bookings and 37 per cent of domestic overnight visitors used the internet as an information source for travel and 27 per cent using the internet for travel bookings. With the National Broadband Network (NBN) rolling out across the country, the opportunity for small and medium sized business to utilise the internet to improve business is immense. There is more to be done over coming years and I look forward to ramping up outcomes from the Strategy and continuing to work with and listen to industry to ensure we ensure Australian tourism continues to grow. Martin Ferguson AM MP Minister for Tourism

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From HOTEL to MOTEL to BOATEL By SIMON REEVES | Built Heritage Pty Ltd

n its modern sense of a place providing transient accommodation, the word “hotel” is relatively old, being first recorded in the year 1765. The word “motel” appeared precisely 160 years later, when, in 1925, Californian entrepreneur Arthur Heineman abbreviated the term motor hotel

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to describe his innovative system of overnight accommodation with carparking provided alongside each suite. Three decades on, when someone came up with the idea of erecting waterfront motels with car parking replaced by boat docking facilities, an entirely new word was born: the

“boatel”. From its purported origins in continental Europe, the boatel spread to the United States in the mid-1950s – remaining popular there for decades – and thence to England and Australia, where it enjoyed rather more fleeting popularity in the late 1950s and early 1960s.

While the origins of the modern motel are well documented, little research has been done on emergence of the boatel. In 1961 – the height of the worldwide boatel boom – an American newspaper reported that “the world’s original boatel – the waterways equivalent of a motel – is situated at Aix-les Bains on Lake Bourget, France, in Europe’s Alpine Region”. Although other early European examples are recorded, confusion exists over their terminology, with the word “boatel” sometimes being applied to converted houseboats and barges, which provided tourist accommodation on rivers and canals, rather than to motel-like developments with boat docks. In this stricter sense, the word was first used in the United States in 1955, when a company, Lighthouse Shores Inc, announced that it would develop a boatel at Kismet Beach on Fire Island in New York state. As is so often the case with such innovations, several other developers seem to have had the same idea at the same time. By January 1956, another boatel was already in operation in Florida. Perhaps surprisingly, this was not located along the state’s celebrated Atlantic coast, but, rather, further inland on the St Johns River at Welaka, near Jacksonville. In June of that year, there was news of another boatel in Florida – in the form of tourist cabins mounted on rafts – at the Everglades National Park on the state’s southern tip. The subsequent American boatel boom concentrated on tourist centres with a thriving culture of recreational boating, and the initial epicentres were the eastern seaboard resorts of Florida, New York and New Jersey. Early newspaper reports suggest that the concept was still a novelty, as journalists invariably defined the term “boatel” for the uninitiated reader. When it was announced in April 1957 that a 56unit boatel would be built at Atlantic City, the developer carefully explained that the facility “would have dock space for visiting boatmen in lieu of the parking lots generally provided for cars at motels”. In June, when the Westhampton Bath & Tennis Club opened a 30-unit boatel at Shinnecock Bay, Long Island, the facility was simply described in the press as a place “where boat owners can moor their barques at the door of their seaside apartment”. Around the same time, another 30-unit boatel at Long Island was mooted by property developer Walter Shirley, who intended

Above: The Motel Marina (author’s collection)

to include it as part of a huge 160-acre marina complex that, he said, “was to be developed in a manner similar to lagoon developments in Florida”. By that time, Florida’s boatels were amongst the largest and grandest in the country. One, proposed in 1958 to be built at Palm Beach, north of Miami, would 160 units in twenty individual buildings. A year later, after another boatel opened in Florida (this time at Marathon, on the Florida Keys), the New York Times went as far as to describe boatels as “this year’s major attraction” in the Florida. Within a few more years, examples not only proliferated along Florida’s eastern coast but also the west, with new boatels at Ruskin, St Petersburg, New Port Richey, Indian Rocks Beach, Venice Beach, Fort Myers and Captiva Island. The Flor-a-mar Boatel at New Port Richey (1960), designed by eminent Miami architect Morris Lapidus, was an especially notable example, with 300 units.

major projects in New York City – a 225-unit boatel on the Hudson River (1960), and a huge six-storey complex on Battery Point at the Manhattan’s south tip (1962). The next year, a comparably vast 200-room boatel was proposed at the Marina del Rey at Los Angeles. By then, southern California had emerged as another important boatel epicentre, with examples in and around San Francisco (e.g. Oakland, Inverness, Alameda) and San Diego (e.g. Shelter Island) as well as LA. However, boatels could also be found elsewhere along the western seaboard – as far north as San Juan Island off Washington state, near the Canadian border. Further inland, the Great Lakes region was another notable hotspot for boatel development, with examples extending from the Shoreline Motel at Eagle River, Wisconsin, to the Ship n Shore Boatel at Saugatuck on Lake Michigan, and to the Lakefront Motel at Cooperstown in upstate New York.

In July 1960, the New York Times reported that “motels at marinas, known as boatels, are increasing in popularity along the East Coast”. This boom was taken so seriously in Norwalk, Connecticut, that the city’s Zoning Commission appointed a subcommittee to define zoning regulations for boatels, which, as a hybrid building type, had previously been in planning limbo. Over the next few years, notable boatel projects on the east coast included two

Boatels reached the United Kingdom in 1960, when the first one opened in the tourist town of Dartmouth on the English south coast. As was the case in the USA, early newspaper reports deemed it necessary to define the strange word “boatel” – in this case, as “block of apartments on the waterfront where vacationers can tie up their own boats, or hire others”. In 1961, plans were announced for a boatel at Lowestoft on

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Torzillo, whose principal, Maurice Edwards, was also the director of the development company. As had been the case in Brighton, the marina project was delayed by planning concerns. The following year, it was re-advertised as a joint project between Pacific Paradise Pty Ltd and the Warringah Shire Council, with the boatel component cited as a “major attraction” of the complex. However, the boatel was never built. Above: Motel Oakland

the North Sea. As explained by its architect, R B Corless, the six-storey sixty-unit complex was “designed so that oceangoing yachtsmen can tie up their craft outside the hotel”. However, the boatel concept did not catch on to the extent that it had in the United States. There was little further development of the type until 1964, when architects Derek Overton & Partners proposed a “boatel and holiday flatlets” as part of an ambitious scheme for a huge marina complex at Brighton with 2,000 dwellings, a casino, sports centre, moorings for 1,750 boats and undercover storage for 584 more. Overton’s scheme, however, was delayed and later abandoned; the marina was eventually completed in the 1970s – but to another architects’ design, and without the boatel. Meanwhile, the introduction of boatels into Australia was reported by the Sydney Morning Herald in July 1960 with this statement: “we’ve got hotels and motels, and the next thing you can expect is the boatel. Savvy men have started them in England and we won’t be far behind.” However, this observation was belated, as the first local boatels had been established the year before. In April 1959, the Women’s Weekly used the term to describe a facility already in operation at Jamieson, on Lake Eildon in Victoria’s east, which was explained as “a motel with jetties and moorings along the lake side of the building”. Around the same time, there was news of a boatel proposed at Bayview, NSW, as part of a marina development. Promoted by Pacific Paradise Pty Ltd, this huge project (said to be worth £2.5 million) was to include “a caravan park for yachts” as well as a 200-bedroom tourist lodge with cabaret, conference room and sports facilities. It was designed by award-winning Sydney architects Edwards Madigan &

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In the interim, prominent English-born hotelier Tony Holmshaw (1919-1992) had more success with introducing the boatel to Queensland’s Gold Coast – the one part of Australia that was directly comparable to the seaside resorts of Florida and New Jersey where the boatel had thrived in the USA. In 1959, Holnshaw sold his hotel in the Blue Mountains and moved to Surfers Paradise, where he acquired an existing fourteen-room motel on Paradise Island and transformed into what was later advertised as a “resort motel-botel and restaurant”. The year 1960 saw announcements for other boatel proposals across Australia. In September, reports of another marina development, at South Perth in Western Australia, not only referred to a boatel (defined simply as “a motel near the water”) as part of the complex, but also a ”boatelette” – an entirely new word to describe “additional boatel accommodation”. Appropriately named Key West, after the marina and boatel centre in Florida, the ambitious development did not proceed. A similar fate befell another boatel that was proposed on the east coast around the same time. To be erected on land owned by the Port Jackson & Manley Steamship Company at Palm Beach, this was lauded in the press as “Sydney’s first motel-boatel”. It wasn’t to be. Not until the end of the year was their news of the actual construction of a new boatel in Australia – the so-called Marina Motel on the Derwent River Estuary in Tasmania. Designed by leading Hobart architect I G Anderson (who had already designed several motels in the city), the project was completed in December 1960 at a cost of £35,000. Not only was it one of the few boatels in Australia to be fully realised, but also one that expressed its waterside context very literally: “imitating a modern ocean liner, its interiors have a nautical air typified for instance by a large fishing net used for curtain draping over

Above: Ship ‘n’ Shore

the lounge windows, the original ropes and cork floats still attached, and a crayfish pot holding a large indoor plant.” There were more boatel proposals over the couple of years, but only mixed success. In April 1961, a Victorian developer offered land for sale on Westernport Bay, which he hopefully advertised as a “boatel-marina site”; nothing, however eventuated. The next year, the proprietor of a boatshed in Sydney announced his intention build a two-storey boatel at Rushcutters’ Bay. Stating that he hoped to submit plans to council within six months, he added that the project depended on “certain financial assistance” – which was evidently not forthcoming, as nothing else was heard of the scheme. After the local boatel boom of the late 1950s and early 1960s – when so many examples were proposed but so few were actually built – the concept gradually faded from the Australian tourist scene. A few isolated examples appeared over the next decade or so, notably the Lakeside Six Botel-Motel in Metung, Victoria (1970) and the Pine Trees Motel-Boatel in Noosa Heads, Queensland (1974). But, while boatels continued to thrive in the United States during the 1960s, ‘70s and beyond, almost no trace exists of Australia’s brief flirtation with this peculiar typology. The Motel Marina in Hobart – now operating as the Leisure Inn Waterfront Lodge – remains as rare evidence of this odd footnote in the history of local tourist infrastructure. n

An expanded and fully referenced version of this article will be made available on the author’s website, www.builtheritage.com.au. All images are from author’s collection.

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Vol 12 No. 2 |

Tapping your guest gold mine By Chantal Mortimer | Centium Software

Did you know there is a proverbial gold mine sitting behind your front desk just waiting to be tapped?

ith every booking received, every check-in made, and even while your guests are in-house, you collect an abundance of information about them – where they come from, the reason for their stay, how they found you, their contact details, their room, price and booking preferences, how much they spend, and, even more specific information such as their favourite beer! This information has far more value than proving your property’s viability in the event you are thinking of selling in the not toodistant future. Making it a business routine to proactively use the information is the stick of gelignite that releases the true potential. Leave it untouched and the information will become out-dated with surprising speed. In contrast, use it and watch your business grow. It takes very little effort to turn your gold mine of information into targeted and personalised communications and gain measurable benefits to your property through good-will, increased awareness, improved occupancy, revenue and repeat business. With the accommodation industry being revolutionised with more and more guests booking their accommodation online, other than significantly increasing occupancy, online bookings also automate and improve the quality of guest data, thanks to those mandatory fields on booking sites! Another bonus of online reservations is the time you save not taking guest reservations over the phone can be converted to tapping your gold mine and marketing directly to your guests. While the general perception of marketing invokes glossy ads with catchy phrases and attractive images, the best marketers in the world are the ones who know their product and customers intimately (that would be you!). They also know the most effective marketing communication is the genuinely interested and absolutely relevant subject matter sent personally to the recipient. Let’s dissect your guest gold mine. Sorting the information into key criteria will give you instant profiling of your guests. You might sort by: •G eography – where they come from (city, state, country) •N ights stayed – week days vs. weekends •W hen they stayed – school holidays, Easter, Christmas period •H ow often they stayed over a particular period of time – e.g. 40 nights in 3 month period

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•W hy they stayed – corporate or leisure •H ow much they spent in a period of time – e.g. $4,500 in a 3 month period Armed with this information you can then select the guests that match your objective (e.g. increase weekend occupancy) and send them a personalised email with the details. For example, you might want to run a mid-week package and send to all guests who have stayed with you on Tuesdays, Wednesdays and Thursdays, travel on business and have spent a certain amount with you. Or you might select the guests that have stayed 20 nights over the past 3 months and email them to advise they will be upgraded on their next stay (conditions apply!). Email, with its negligible cost, is a great way to promote Easter and Christmas periods or you just might want to let regular guests know you are heavily booked for a period and want them to book early to avoid disappointment. Want quick results? Try sending pre-stay emails a few days before guests check-in to welcome them in advance and reconfirm their bookings. Other than the courtesy, this is a sure fired way to reduce last minute cancellations and let you manage changes to arrival dates (and avoid having rooms you can’t book at the last minute or have to heavily discount). Likewise, sending post-stay emails to thank your guests for staying with you and looking forward to seeing them again is another small courtesy. You might be surprised how many people are pleasantly surprised that you bothered. Other than regular communications with your guests, the data gold mine will also let you profile your customers. Drilling down into this information will show you the trends occurring in your property including: • y our busiest booking days and times

motelier Accommoda on Management So ware

Streamlining every step from reservation to guest check-out

• how your guests found you and made their bookings (online, phone, via your website, walk-ins) • room rates and occupancy achieved • cancellation/no shows This invaluable knowledge helps you schedule staff, improve your website, add more online booking channels and set benchmarks for future marketing activities. Applying a rating system to your guests, based on the number of stays or the revenue they spend, helps you recognise them more easily. More importantly a rating system helps your casual staff or relief managers recognise your VIPs in your absence. Sounds like hard work? It can be difficult to compile, extract and keep guest data 100% up-to-date ready for when you want to send out marketing emails or understand your guest profiles. The good news is that modern property management systems like Centium Software’s GuestPoint® make these laborious marketing and guest profiling activities easy, turning your guest data into an invaluable resource at your fingertips, with the data collation and profiling automated behind the scenes, ready to give you the specific guest information you want, when you want it. If you are not collecting email addresses as part of your booking process then you are robbing yourself of the opportunity to send a quick, friendly email inviting your guests to stay again or thank them for their business. If you are not collecting and analysing the source of where bookings come from you are depriving yourself of knowledge of where to invest your hard-earned money to find more guests like them. If you are not regularly communicating to your guests, you can be fairly sure your competitor down the road is. The 80/20 rule has been around for a long time and still holds true, 80% of your business will come from 20% of your guests. Do you know your 20%? Your guest gold mine does. n

Chantal Mortimer is the Director of Marketing at Centium Software, producers of the award winning GuestPoint® property management system. For more details www.centiumsoftware/guestpoint/intro

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Announcing Australia’s All New STAR Rating Scheme Australia’s official accommodation accreditation program has been relaunched following an extensive review. The Scheme has been developed with broad industry consultation and is underpinned by robust consumer research, which defined a clear mandate to assess ‘quality’ and have an increased focus on cleanliness: z 94% of travellers rate cleanliness as the most important aspect of a STAR Rating z 90% of travellers want STAR Ratings to measure quality Research also confirmed STAR Ratings are the third most influential source of accommodation information, behind property images and family/friend recommendations.

Key outcomes: z New quality-based assessment model replacing facilities-based system z Consolidation of categories from ten to six: Hotel, Motel, Serviced Apartments, Self Catering, Hosted Accommodation, Caravan-Holiday Parks. z Australian Government recognition via partnership with T-QUAL Accreditation z Moratorium policy to give industry time to familiarise itself with the Scheme

For more information about Australia’s new official STAR Rating Scheme please visit starratings.com.au

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Clean sweep for STAR Ratings By Charles Deuchrass | Marketing Manager, AAA Tourism

A focus on the consumer choice-drivers of cleanliness and quality and a partnership with the Australian Government’s T-QUAL Accreditation program are at the heart of the new Australian STAR Rating Scheme.

ew research findings reveal that 94% of Australian travellers rate cleanliness as the most important aspect of a STAR Rating. 90% of Australian travellers want the official STAR Rating Scheme in Australia to measure quality. According to CEO Peter Blackwell, the research findings deliver a clear mandate for the changes that were introduced when the new Scheme was launched in October. “The old facilities-based model had failed to keep up with consumer demand and had also led to the development of homogenised, over-rated accommodation product in Australia,” he said. “Our new scheme unashamedly focuses on cleanliness and quality because it is no longer acceptable to just measure the number of facilities a property has to determine a STAR Rating.” Regardless of a property’s STAR Rating or location, it must be clean.

“The consumer has told us the importance of clean, hygienic accommodation and in order for AAA Tourism and the Auto Clubs to promote STAR Rated properties to domestic travellers – including over 7 million Auto Club members – every single property from one STAR to five, must meet minimum cleaning standards of 75%.”

stay. STAR Ratings were also the third most influential source of information behind pictures of accommodation and recommendations from family and friends.

How a STAR Rating is determined

Research findings also revealed that travellers define quality as a high standard of provisions and substantiates the decision to measure both quality and condition under the new scheme. As a result, property owners and managers will not be judged simply on the modernity of their facilities but their commitment to maintaining the quality at the level required to achieve a specific standard or STAR Rating. STAR Rating assessors have undergone intensive training of the new criteria and quality guidelines, which have also been weighted according to their importance to the consumer. Victoria University was commissioned to develop the assessment model, with independent consultants and the RMIT University School of Design developing the quality guidelines and training program. Despite a challenging commercial environment, the “STARS” remain synonymous with independently assessed and qualified accommodation standards, with 85% of Australian travellers using the symbol when choosing a place to

A property’s STAR Rating is now based on the lowest percentage score of the three Key Areas of Assessment – Facilities & Services, Cleanliness, Quality & Condition. The 4 STAR example above is based on the property’s Quality & Condition score, which is its lowest of the three areas. n

For more detailed information on the new STAR Rating Scheme and to download the Motel Standards & Guidelines please visit: www.starratings.com.au

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Vol 12 No. 2 |

Don’t fall into the discount trap By Ian Crooks | Managing Director, Resort Brokers Australia

The temptation in times of lower demand is to try to boost occupancy by discounting room rates. Don’t do it! Discounting spells disaster for your bottom line and, ultimately, for the value of your motel.

n some areas, it has become almost standard practice for motels to put out sandwich boards advertising discounted prices. It seems a simple enough strategy. Consumers are always looking for a bargain. So a discount might help sell more rooms or, at the very least, maintain occupancy levels. After all, it’s only $10 a night. Not much, right? WRONG!

nett profit of $51,740 – more than 25% – in just 12 months. The discounting strategy would need to boost occupancy dramatically to 69% in order to just maintain the nett profit the motel was already generating before it started discounting. The motelier’s income would be no better. In fact, it may still be lower, as their workload and variable costs would rise along with occupancy. And that’s not the end of the bad news. Should this motel owner then consider selling the business, they would be in for another rude shock. Most motel leases sell at a yield of approximately 30%. So, in this case, if occupancy remained at 63%, the selling price of the business would be reduced by a very significant $165,000. And all because of a lousy $10 per night discount.

A seemingly small discount of $10 per night will have far reaching negative consequences. To illustrate the impact, consider the following example, based on a 25-unit motel operating at 63% occupancy.

Discounting is a simplistic approach to revenue management that just doesn’t work. It damages your bottom line. It devalues your business. And it cheapens the wider tourism sector in your region by sending out a negative message.

A discount of $10 per room night ($9 nett of GST), if occupancy remains the same, would make a difference of $51,740 per annum to the bottom line. That’s a fall in

The primary goal of revenue management is to lift your bottom line – not necessarily to lift occupancy. Remember, increased

25-unit motel

Standard Tariff

Discounted Tariff

Cause & Effect

Average room rate

$100

$91

Disc. $10/night (nett of GST)

Gross revenue at 63% occupancy

$572,875

$523,136

-$51,739

Less operating costs

$229,150

Note: costs remain constant

Nett profit

$343,725

$294,000

$49,725 – 14.5%

Selling price at 30% yield

$1,145,000

$980,000

$165,000 – 14.5%

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occupancy has its own associated increases in costs – linen, disposables, housekeeping payroll, etc. The key to increasing net profit is to find ways to increase the average room rate. Just as discounted rates come off your bottom line, most of every dollar added to your tariff goes on to your bottom line. So, don’t sell down … sell up! Many motels are quick to discount if reservations are down. Yet they do nothing when reservations are stronger than anticipated. Instead of discounting in times of low demand, why not lift rates in times of high demand? Think about the last time you flew somewhere. If you purchased your airline tickets in advance, before the seats began to fill, you probably got a good deal. But if you left it until the last minute, when the flight was nearing capacity, you would have paid the highest rate. The airline concept is simple: as occupancy increases, the rates available for sale also increase. Motels should operate on the same principal. Yet, strangely, many tend to do the opposite, discounting rates to fill those last few rooms. Adopting an ‘advance purchase rate’ tariff structure has several benefits. It will encourage advance bookings, helping to fill rooms earlier. This assists with many management issues, including ordering, catering, staff rostering, etc. In times of higher demand, you are then able to charge a premium for sought-after accommodation. The higher tariffs paid for last minute reservations and walk-ins help to balance any periods of lower occupancy, with most of the increased revenue adding directly to your bottom line. n

Green-clean or green-wash? By Bridget Gardner

My work often requires me to travel. Everywhere I stay now, a little sign in the bathroom informs me that my accommodation cares for the environment. It encourages me to help them save water, energy and detergent by re-using my towel to avoid unnecessary laundering. Now I may be a born cynic, but I doubt that I am the only person who views this initiative simply as a cost-cutting exercise being dressed in green.

y cynicism increases if I wake with red eyes caused by the air-freshener (that was unsuccessfully masking the smell of cigarette smoke or mustiness), or an aching head due to sleeping between sheets heavily scented with laundry detergent.

If I spy a row of dubious looking chemical sprays on the cleaning cart as I leave, my impression of any accommodation that takes its environmental responsibility seriously will be permanently broken.

Clean and green The biggest error marketing departments make when dipping their toes into the world of environmental claims, is to assume that either their audience knows (or cares) less than them, or that they share the same priorities. Having randomly surveyed many people about this issue, I suggest that this conclusion is quite mistaken. The environmental issues surrounding cleaning are more complex than say, a fridge. Low energy use is a simple concept to evaluate and explain. ‘Green’ cleaning, however, has a far broader range of interpretations. Fresh Green Cleans’

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has been re-invested into 500 trees via our tree planting program”, my skepticism would evaporate – I’m sold. Third party accreditation is also a great way to demonstrate that you are open and accountable about your green promises. In larger hotels NABERS2 (National Australian Built Environment Rating System) will assess and rate the water and energy consumption. In the near future, this will extend to waste and indoor environment quality (IEQ).

training and\ auditing programs are based on no less than six areas of concern green cleaning should aim to address: chemical toxicity; indoor air quality; hygiene; environmental impact; energy/fuel use, and waste management. Saving water and energy is doubtlessly a positive step, but if the little green sign went on to explain that the washing machines were 5-Star energy efficient, the laundry detergent was certified as ‘Environmentally Preferred’, and the grey-water was reused on the garden, I would be impressed.

Compliance and the law

The Green Globe3 standard for hotels includes among many requirements: Accuracy of Promotional Materials; Health and Safety; low energy and water consumption and waste water management. Fresh Green Clean4 can assist by providing guidance and tools to evaluate the cleaning products and practices used in a building against best standards in green cleaning, and conduct staff training though Lennox Institutes greenRclean™ program.

Beyond the laundry Why stop at the laundry? Here are six more ways to reduce your environmental impact while cleaning.

Risking your guest’s skepticism is not the only reason to avoid promoting meaningless green statements. The Australian Consumer Law has recently tightened its regulations regarding environmental claims to include business practice. The ACCC1 have released clear guidelines which state: “All environmental or ‘green’ claims must be scientifically sound and appropriately substantiated”.

1 C leaning products certified by Eco-labels must conform to requirements such as ready biodegradability, low ‘chemicals of concern’ and provision of supporting evidence for all environmental claims. Cleaning products available in Australia can be certified by either:

For example, if the water, energy and detergent consumption in the laundry were measured and compared to a period before the introduction of this initiative, the total savings could be promoted along with the request: “By doing this, we have saved X litres of water, X tons of green house gasses and X litres of detergent in a single year.” OK – I’m listening. But if this claim was followed with: “And the money we saved

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• Good Environmental Choice Australia (GECA)5

• Green Seal (USA)

• Good Environmental Choice New Zealand

2 W hen changing your laundry detergents, consider purchasing dark coloured towels to eliminate the need for bleach or optical brighteners. Purchase products with low or no fragrance as many people (such as me) are sensitive to synthetic fragrances or have children with asthma.

3 D itto Air-fresheners. Investigate improved ventilation and air filtration systems, or manage malodours using a Clear Air unit (sold by Pink Hygiene) that uses nonpathogenic bacteria to ‘clean’ bacteria from the air. 4 D ust extraction is a much under-rated aspect of air quality. Dust contains a range of harmful chemicals especially if the building is located on a busy street. As vacuum cleaners can pump back out 90% of the tiniest and most harmful particles, it is worth purchasing equipment containing HEPA filters (High-Efficiency Particulate Air) that remove 99.97% of all particles greater than 0.3 microns. 5 B in-liners can be made from renewablysourced materials such as corn starch. Why not provide your guests with the option of a recycling bin for newspapers and bottles? Remember that if recyclable waste is in a plastic bag it will be sent to landfill even if placed in a co-mingled waste system. 6 R ecycled toilet paper used to mean a compromise in quality and plumbing nightmares but new generation products have overcome many of these problems. Also worth investigating are renewablysourced paper products made from wheat, sugar cane or bamboo. Look for the Eco-label certification.

Measure and promote Continue to measure and document your green initiatives, so that you can quantify the environmental outcomes, and promote the benefits of staying at your motel to your current and prospective guests. n

References 1 A CCC: www.accc.gov.au/content/index.phtml/ itemId/815763 2 N ABERS: www.nabers.com.au/hotel.aspx 3 G reen Globe: www.greenglobe.com/standardcriteria-and-indicators 4 F resh Green Clean: www.freshgreenclean.com.au 5 G ECA: www.geca.org.au/cleaning-productsand-services.html Bridget Gardner is director of Fresh Green Clean, and industry specialist and educator in the implementation of safe and sustainable cleaning practices. bridget@freshgreenclean.com.au

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THE NEW GENERATION IN GUEST AMENITIES PO Box 553, Newport Beach NSW 2106 Tel: 02 9979 1500 Fax: 02 9979 2555 info@swisstrade.com.au www.swisstrade.com.au

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Vacuum cleaners

On which end is the biggest sucker? By COL NATION

If you are about to tuck into your lunch then stop reading after the next three paragraphs.

y daughter worked her way through university selling small appliances. She was known as the vacuum cleaner specialist as she sold lots of them. Having grown up with a father who was not only a service technician for a large manufacturer of vacuums, but one who started a carpet maintenance business many years ago and is still involved in the carpet maintenance industry today, she understood that size doesn’t matter. It’s not all about the number of Watts, it is efficiency and effectiveness that matters. It’s also

about what fits the area being cleaned and how fast it can remove soils. To understand vacuums better we need to understand what it is we are actually doing with them. Are you using it to improve the general appearance of an area, or are you actually trying to remove dirt and maintain a carpet’s value, or are you cleaning for infection control purposes? If it is for the latter two then read on. If you don’t care either way then go back to work and think about how you are going to pay for your new carpet when it wears out prematurely, or how you are going to deal with your next Nora virus outbreak. Here’s the yucky bit. I want you to think about what soiling in a carpet is made from. Yes, some of the soil will be tracked

in on our feet. This soil will be sand and grit or concrete dust from the foot path. It could be oily residues from the bitumen car park or leaf litter from the grass and plants outside. If soiling were confined to just these few types of soil then a simple door mat will help reduce the soiling in a carpet and just cleaning the door mat daily will end our problems. But we have to consider the soil that is generated from within the building as people go about their daily lives. This soil can include food and beverage spills or cooking fumes. It can be dead skin cells that are shed in the millions by each person each day or the mucous that is expelled when people cough or sneeze and depending on what type of establishment you are in it can contain other bodily fluids and solids as well.

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If you are eating right now you are probably thinking “I should have taken note of Col’s first sentence.” If you are not eating at the moment you are probably thinking “Why do we have carpet if it is going to trap all of this horrible dirt?” Funny enough it is exactly this reason that carpet is such a great floor surface. It is a great place to trap and hide soils and hold them until we can get around to cleaning. Because carpet is a 3 dimensional surface it can trap and hold soil down at floor level where it is well away from our noses. As anyone involved with infection control will know, breathing in dust and the microorganisms that live on that dust is one of the fastest ways people can pick up nasty diseases. So a surface that traps the soil at floor level will be better to help control the spread of infections. A hard, two dimensional surface, will allow the dust to keep circulating throughout the building spreading infection from one area to another. But eventually this carpet soil trap gets full and it needs to be emptied so it can continue its soil trapping function. We fix this on a day to day basis with a vacuuming maintenance program. Look down at the floor now and see if you can see any soil. What did you see? A paperclip, three bits of paper, a staple, a bit of fluff and some black things that we hate to think what they are. Is that all the soil that you can see? It probably is, because most of the general soil in a carpet is microscopic and cannot be seen by the naked eye. But it is precisely this microscopic soil that is the cause of airborne pathogens, as well as the overall grey look that you see in a dingy looking carpet. The real job of a vacuum cleaner is to be able to dig this soil out from within the three dimensional surface and not just pick up the pesky paperclips and paper fragments. So which type of vacuum cleaner works best? If you are only interested in picking up the visible surface litter then go and grab a lawn rake or a broom and a dust pan and you can stop reading now because that will do the job quickly and effectively and it will save you money on a vacuum cleaner. If you are wanting to get serious about hygiene control and maintenance to extend the life and maintain the appearance retention of your carpets, then read on.

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There are two main types of vacuum cleaner. Ones that simply suck air, and ones with a rotating bar in the floor tool that provides agitation to release soils so that the suction can pick up the dislodged soils. These may come in various shapes and sizes. We can have some the look like buckets with a lid, sort of a mini R2D2 unit with a long elephant like trunk. There are others that we strap on our backs like a jet pack. Then there are the uprights that are self contained. There are even some that we ride around on like a really tall dodgem car.

Back injuries are common in the cleaning industry. Mopping floors and vacuuming form a significant percentage of the cause of these back injuries. This can be caused by incorrect use of a vacuum cleaner or poor choice of equipment to suit the purpose. An example is where people choose a back pack vacuum and use it over large areas. It takes around six passes with a suction cleaner to equal the effect of just one pass with an upright vacuum, so there is six times as much work and of course more chance of injury from repetitive strains.

Suitability of equipment will depend on the areas being cleaned, for example, back packs are great when we have confined spaces such as stairwells, but when we have larger clear areas such as hallways and general use areas, you can’t beat an upright machine for effectiveness and efficiency.

The action involved to use a suction cleaner is to hold the wand, and push and pull it several times over the same section of carpet. A push pull action is used to provide agitation to loosen the soil from the fibres and the suction then lifts the soil and deposits the dirt in the bag. An upright vacuum has a rotating agitator bar that provides the vigorous agitation,

and again the vacuum lifts the soil and deposits the dirt in the bag. The operator only has to manoeuvre the machine while it does all the hard work. To correctly use an upright vacuum cleaner you simply hold the handle at a comfortable height against your hip. You simply walk forward. When you reach the end of the pass you simply turn around and walk back with the machine happily doing its job. This is a lot less stressful on your back and covers a larger are in a shorter time while providing a deeper level of clean. Those who are serious about carpet maintenance will have a good quality upright vacuum as the primary machine.

Does size really matter? A bigger vacuum may simply have a larger container for the dirt. It may be no more powerful or efficient at picking up dirt than a smaller machine, but you will have to empty it less. If you are cleaning up a building site this may be handy, but in a health care situation it can simply mean that nobody bothers to check the dirt container and festering soil remains in the machine for a long time. Is a 2000 Watt machine better than a 1000 Watt machine? Not necessarily. A Watt is a measure of the power consumed by the machine but it does not measure the effectiveness or efficiency of the machine. A poor quality electric motor could produce 800 Watts of noise and 800 Watts of heat leaving only 400 Watts of useable power for vacuuming. Another factor is the loss of vacuum by leaking through loose fittings or leaking hoses or restrictions in airflow by poorly designed airflow passages. An upright vacuum doesn’t need high power use to be efficient. It only needs enough airflow to deposit the dirt into the bag. The agitator is doing the soil lifting. This will be far more efficient and effective as a bucket machine with 2000 watts of power being consumed. The next thing to consider is air filtration. If the vacuum is very efficient at picking up dirt, but then has poor filtration, it will simply filter out the paperclips and bottle

caps and recycle the finer soils back into the air. This fine soil can stay suspended in the air for hours and building occupants will be breathing this germ laden dust long after the cleaning operation. This is especially important in the healthcare environments. This germ laden dust is simply picked up from the floor and jetted into the air along with the bacteria which can float around and settle on surfaces, food and worst of all, open wounds. So it is important to ensure that a vacuum cleaner has High Efficiency Particle Air (HEPA) filtration so that it removes this finer dust from the air and not just recycling the dust. The Australian Standard 3733/1995 “Textile Floor Coverings –Cleaning and Maintenance of residential and commercial carpeting” states that vacuum cleaner filtration should be down to 0.5 microns. What’s a micron? A human hair is up to 20 microns in diameter. The human eye can see down to about 10 microns. A particle of 10 microns in diameter is generally the size of the little sparkle you see floating in the air when sun shines through a window. Each of these little bits of dust can harbour bacteria, and these are the ones you can see. Just to compound the issue, some poor quality equipment may be sold as having HEPA filtration but the leaks in the enclosure can bypass the filtration system and make it ineffective at removing the finer soils.

To Bag or to be Bagless? That is the question The bag is not only there to collect soil. It is part of the filtration system that cleans the exhaust air. Poor quality bags may have larger pores through which the air passes. The finer the holes, the better the filtration and the faster they will clog up with soils which then limits the airflow which reduces the effectiveness of the machine. A multi stage filtration is often required to ensure efficient passage of air with maximum retention of soils. Bagless vacuums are popular in the household range. These are a real concern in the workplace. While

they may tick all the boxes in regard to efficiency and effectiveness, they are a real hazard when it comes time to empty the dirt container. As you bang and shake the container the dust (and Germs) will turn into a large cloud of dust that the operator is likely to breathe in. A vacuum cleaner fitted with disposable bags will be much safer to use. You simply unclip the bag and cover the hole with the little sticker and then drop the bag in the bin and fit a new bag. This is much safer for the operator and of course stops the dust blowing all around as the vacuum cleaner is emptied. How often should you empty a vacuum? It should be emptied when the bag is around 2/3rds full. If the bag is allowed to fill completely it blocks the airflow. When you have no airflow, the machine won’t pick up soil, it will be just making noise and you will be wasting time and money. So think about these things and decide what it is that you are trying to achieve. If you are wanting a healthy indoor environment and wanting to maintain your carpet in the best possible condition and want to do it efficiently then invest in a good quality machine that is fitted with HEPA filtration, disposable dust bags and has an agitator bar. Agitator heads can be purchased separately for suction only machines. n

Col Nation is a cleaning industry trainer with a long history of experience, especially in the field of carpet and upholstery technology and maintenance. Colin is a trainer with the Daniels Associates of Australasia Pty Ltd and is the Australian director of the international WoolSafe Organisation which is a certification body for the carpet industry. The Daniels Associates conducts training in Hospitality with a focus on cleaning for health. Check out www.danielsassociates.com.au for more information on training options. www.woolsafe.com.au can provide a list of highly qualified carpet cleaners that can provide a range of services to both domestic and commercial carpet owners.

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“Australia’s largest motel chain”

Thank you to Golden Chain members With our members loyalty and support we continue our proud record of growth and success. Golden Chain now provides our guests with the choice of quality accommodation in more destinations than any other group in Australia. Now affiliated with 100 New Zealand Members.

and to other operators.... If you want to succeed in business in the company of excellence, we’d love to hear from you! Our Simple back to basics approach and friendly philosophy has made it easy for operators to become part of our happy ‘family’. Our comprehensive accommodation directory features over 340 properties and a wide selection of things to see and do in every destination. Details of all facilities and tariffs are there to help travellers plan their itineraries and their budgets.

Contact Chief Executive Officer, John Sheppard p: 02 6681 1328 f: 02 6686 2681 email: email@goldenchain.com.au web: www.goldenchain.com.au 24 |

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Light, quiet and cosy beats bricks and mortar The next time you make a ‘bricks and mortar’ investment, it might just be in timber and foam!

otel construction methods seen for many years in the USA are finally taking hold in Australia. Big advantages for developers, owners, operators, guests and the environment make you wonder why we didn’t go down this path sooner. Sunshine Coast-based developer Bernie McGovern certainly wondered when he saw building sites in Arizona. He describes the method simply as “timber frame with foam cladding”. Clearly it’s more complex than he makes it sound, but that is essentially it. Bernie promptly set about applying it for Australian conditions. The result is the magnificent new Chinchilla Downtown Motor Inn, recently opened in his home town on Queensland’s western Darling Downs. “Arizona, like many parts of Australia, experiences extreme temperature changes. In Chinchilla, it can be minus two in the morning and 20 degrees-plus a few hours later. “Traditional rendered block structures expand and the render cracks,” Bernie explained. “They’ve been building rendered, foam clad, timber frame properties in America for years, and now we are finally catching up.” The Chinchilla Downtown Motor is instantly impressive for its modern design, stylish interiors and quality facilities. But it’s comments from delighted guests about pleasant in-room temperatures and how quiet their stay was that give Bernie most satisfaction.

In addition to its foam-clad exterior, the motel was built using a Hebel PowerFloor™ and Hebel internal walls. The combined effect is an approach that is practical, highly cost and time-efficient, versatile, durable and environmentally beneficial. The 44-room motel was completed in just six months. Simplicity, speed and efficiency, plus the reduced engineering requirements of light weight materials, meant significant savings on development cost. The materials are white ant and fireretardant and corrosion-protected. Internal walls are slender, resulting in better space efficiency. The construction site is cleaner and often safer due to the reduction in messy wet trades and heavy materials.

Internal walls provide effective sound barriers and, underfoot, Bernie has even added sonar batts beneath the reinforced Hebel panel floor. For happy and well-rested guests, the big pluses are superior insulation qualities, keeping rooms warm in winter and cool in summer, and supreme acoustic performance, with rooms virtually sound proof. Of course the wonderful thermal qualities have on-going cost and environmental benefits by significantly saving on heating and cooling needs. Bernie McGovern is convinced his construction approach is the way of the future. Already he is investing more in his old home town, now developing residential units. n

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Steam, Sanitise & Vacuum with ONE machine Clean upholSTery • Deep Clean • Kill BeD BuGS • SpoT Clean CarpeT Large range of steam cleaners available: MenTion ThiS aD & reCeive a free STeaM wiTh MiCrofiBre Mop KiT wiTh any MaChine purChaSeD

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Why use a steam cleaner?

Are your expensive chemicals enough? By Steve Robards

Do your tiles and grout look a little tired and worn? How do you clean around your taps and sinks, toilet hinges and showers? Can you clean your upholstery, curtains and carpet and leave them dry? Are you prepared for your next attack of bed bugs? Instantly! Without chemicals.

he benefits of steam have been well known across Europe now for many decades now. A steam and vacuum cleaner can be found in most homes and business particularly in France and the home of steam Italy. Australians had been slow to embrace the new technology, but now steam cleaning machines are being widely accepted in all areas in the hospitality and accommodation industries. Steam cleaners have come a long way over the last decade and the range and types have increased making them a versatile cleaning tool for many industries. Nearly all steam machines now come with highly efficient wet/ dry vacuum cleaners built in that utilise water for filtration and this eliminates those messy dust bags. Some also incorporate a Hepa filter that can capture dust mites down to 4 micron in size. Many of the mid to high range models also provide a detergent tank that applies small quantities directly into the steam. Controlled testing of steam has found that with the correct application a 98% kill rate in less than two seconds can be achieved on all germs including many of the highly infectious

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types that are found in hospitals that have developed resistance to harsh chemicals. All steam machines are supplied with a wide range of tools that can be used on any surface and almost any material. In the motel industry from housekeeping and general areas to food production, steam can be of great benefit. One major problem that all accommodation providers have in common is Bedbugs. These tiny bloodsuckers are extremely hard to remove with the conventional chemical treatments and rooms can have up to three expensive applications to break their breeding cycle. In most cases there is lost revenue whilst the room is treated due to the residual chemical smell and itâ&#x20AC;&#x2122;s irritating effects on some people, in particular Asthma suffers. Clinical studies on Bedbugs have found that adults and their eggs can be killed when exposed to temperatures over 55 deg C. All modern steam cleaning units are all capable of attaining temperatures of almost double this at the application tip and with the correct procedures will break the Bedbugs breeding cycle in one application with no nasty or expensive chemicals. Most important is the room is ready to use again immediately after the treatment. Accommodation operators cannot really be blamed for outbreaks of Bedbugs as they easily hitch a lift from anywhere in the world via baggage and clothing. The arrival of summer usually sees an increase in Bedbug complaints as the warmer temperatures promotes breeding as well as an increase in people travelling. Bedbugs arriving in our winter from the warmer northern

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hemisphere can after arrival lay dormant until our summer begins. Steam is by far the best and most efficient method of treatment to kill bed bugs, hence the recommendation for steam in the bed bug code of practice. With pest control companies charging up to four hundred dollars for each application, the cost of purchasing a steam unit for in house treatment is easily justified with the purchase price covered in treating several rooms. Steam can be used to clean an entire room either by itself or in conjunction with regular cleaning methods. Some operators may have several rooms that are only cleaned with steam for customers that suffer from Asthma or have other negative chemical reactions. The high temperature of steam provides a greater degree of sanitation for cleaning areas such as toilets and bathrooms again with little or no chemical use. Carpets can be vacuumed then treated with steam to remove odours from pets, urine and vomit. Residual smells from tobacco can be removed from all areas including curtains. Windows and mirrors are quickly cleaned along with fly screens and window tracks. Toilets can be cleaned and sanitised including those hard to get at areas with little personal contact. Shower recesses along with tiles and grout are also easily cleaned and sanitised. Marks on painted surfaces from grubby hands and luggage are quickly removed. Timber, tile and vinyl floors can be treated with the floor mop attachments eliminating the traditional and so ineffective dirty

water, mop and bucket tradition again without the use of harsh chemicals. Users of steam have found an overall cost saving in chemical purchases not to mention the negative short and long term affects on those doing the cleaning health. Steam has been used for many years in food production from cooking to cleaning and controlling bacteria that can kill via food poisoning. This is an area of great importance especially in kitchens that run 24/7. Steam quickly cleans all areas in kitchens from ovens, range hoods, racks, trolleys and fridges and this is where steam units fitted with detergent injection can be of great benefit. Harsh cleaning chemicals are replaced with environmentally friendly detergents that with the high temperatures of steam break down the grease and grime and effectively kill all bacteria anywhere in a working kitchen. Health inspectors and HACCP have long understood how effective steam is in operating a healthy kitchen environment. A quality steam vacuum cleaner with proper training and understanding can go a long way towards keeping an establishments reputation intact. But more importantly it is the consumer who demands the highest level of cleanliness and hygiene particularly when your facility becomes their home for the night. So ask yourself this question... Could the cleaning in your premises be improved? Perhaps your time to switch to steam is here. n

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Guest room technology trends By Brendon Granger | Director, Technology 4 Hotels

We are now living in a society obsessed and reliant on its gadgets and being connected. But what does it mean to the provision of In-Room Technology in Motels.

uests are arriving at your property armed with their gadgets, including smart phones, PC’s, iPads, portable gaming consoles, cameras and more. These devices have become their own entertainment providers. Essentially guests are now bringing their own entertainment with them. These days the separation between work and personal time has become very blurred and we often do a combination

of both at the same time, particularly when we travel. So whether your guests are business or leisure travellers, your rooms need to cater for this need. Guests want to work as they do in the office but at the same time be entertained as they are when at home. The habits and expectations of guests have changed. Take a quick look around you where ever you go; the attachment we have to our devices is plain to see (if you are not looking down at your own that is! and if you have this problem there is an App to help1). This attachment does not end when guests enter your motel room. With homes boasting state-ofthe-art entertainment and Wi-Fi systems, there is an expectation that motels should meet this standard of connectivity. Investing in the right technology can be the difference between guest satisfaction and guest annoyance. To embrace the

changing needs of guests and remain competitive below are some key areas for serious thought. Above all other technology is the need for fast reliable internet. It is as simple as that and it is not negotiable. A wired connection has been the preferred option but Wi-Fi is now catching up and fast becoming a required minimum standard. This need is being driven by devices such as the iPads and Smartphones that don’t have an ethernet port. With guests bringing their own gadgets the job of in room technology has changed. It’s now about allowing guests to integrate or connect their devices. They have spent time and money loading their ‘life’ onto their devices and they know how they work. Guests want the ability to play their own movies, music or games as they would at home. Often they may want to connect a device they bring, such as a portable play station to your TV. Make sure it is possible for them to do that. All the gadgets guests bring to your property is creating a greater need for power points. Make them plentiful, make them transformer friendly and please do not make your guests crawl all over the floor to find them. A well thought out plan would include power points placed at desk height near the desk (minimum of 2 for the guest) the TV and by the bed. Some properties are now also installing a ChargeHub which is a universal multi-device charger compatible with over 2000 devices. They can be built into the joinery in the guest room and can also be used at reception to handle any guest charging requirements. With the growing number of iPhones (Apple now has just under 1/3 on the mobile phone market in Australia2),

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iPod/iPhone docking stations are widely being installed. These docking stations are being well received by guests. Another important part of the guest experience is having a comfortable functional place for them to work and to use their technology. The desk is no longer a ‘writing desk’ it needs to cater for the working traveller. They need a desk with good lighting a comfortable chair and as we said before ample power points. Giving your guest technology is important but make sure you keep it simple. Consider the amount of time a guest has between eating, sleeping, catching up on email, connecting with family or relaxing with their music or movies. How much of this precious time are they going to want to spend trying to figure how to make the

technology work? Less than a couple of minutes. So when looking at things such as iPod docking stations, make sure that they are simple to use and that includes setting the alarm. Fast reliable internet, connectivity for guest devices and the ability to use and charge theses devices easily are the basics you must get right to ensure your guests are satisfied and loyal.

References 1) Type While Walking – This is an app that lets you walk and text accident free. You can SMS and send emails while your device camera keeps an eye on what is coming up. 2) The Australian – June 27 2011 Chris Griffith – “IDC said Apple had become the top mobile device vendor in Australia for the first time, with nearly one third market share.” n

For more details please visit www.Technology4Hotels.com.au

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How many businesses use

The Bureau of Statistics quarterly STA? By Lew Tankard | Managing Director, InnQuest Australia

very quarter they arrive! The Bureau of Statistics quarterly STA (Survey of Tourist Accommodation) forms which Motels, Hotels, Resorts, Bed and Breakfast, Hostels and all accommodation venues are required to complete the return under threat of fines or worse but – how many businesses use the data collected? Venues are asked four times a year to show; • the number of rooms booked, • the number of guests and • accommodation earnings This is data, which should be easily sourced in a computerized front office reservations system and far easier than in days gone by when staff laboriously manually counted (or guessed), that is vital for the Australian Government to compile information on

our industry to base important future decisions BUT have you ever visited the Tourism Australia website to browse through the Research section, to learn more about what that quarterly return offers in a bigger picture? There may never much time to do this type of research, but if you take the time, visit www.tourism. australia.com and click on the Research tab, you will find these interesting statements printed; The Tourism Forecasting Committee forecasts that short-term visitor arrivals to Australia will increase by 3.1 per cent in 2011 to 6.1 million, whereas short-term resident departures will increase by 10.1 per cent to 7.8 million. • Short-term visitor arrivals are forecast to increase by an average of 3.6 per cent each year until 2020. • It is expected that departures will be greater than arrivals for the foreseeable future.

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The Tourism Forecasting Committee expects that growth in domestic travel will be weak over the forecast period. • D omestic overnight trips are forecast to grow by 0.5 per cent in 2011. • D omestic overnight trips, and the number of total visitor nights, are both expected to grow by less than one per cent on average each year out to 2020. Market Sector Snapshots are available which may; • h elp your business plan for the future with a little more certainty, • p rovide an insight into the plans of our governing body and the way they intend to push tourism in Australia more effectively. • G et more information about major sporting events, festivals and the like which may impact your state and region. • O ffer predictions and facts, based on the data collected from the accommodation sector and also from international visitor surveys. Precious information for those who look to the future and plan for their business to grow. In the data presented for 2011, we are seeing more overseas visitors coming in to Australia, coupled with less domestic travel within Australia, so as demand for rooms changes coming into 2012, how will these guests finding their preferred accommodation?

Never before has a small site in a remote town in Australia been able to show, promote and display their facility to the worldwide market, to let clients on the opposite side of the globe know about their availability and moreover, to be able to make a booking at 3am local time. On the internet clients make their choices based on what they see, the images which inspire them to book with you and not go with a competitor. What is the best image your business can put forward in this digital ‘a picture sells’ world? The question which all management should ask themselves is: * if we get one shot to impress a guest, in just a few seconds browsing on the internet, what would that one shot be? This will be different for every property; for some it is the quality of the rooms, for some the family attributes, for some the corporate facilities and for others the surrounds. Do some research; look at one of the large web based reservation engines and the thumbnail pictures attached to properties.

How do they find out about regional centres, places to stay and visit, places of interest, stops on the way to break up their journey?

Some pictures are so busy that the thumbnail does not give it justice and the guest moves on; sometimes all the guest sees is an image of the foyer – not a favoured image, even if the intention is to show friendly staff, as the guest is hardly looking to stay in the foyer. When choosing the photography make sure to look at it in thumbnail size as this is how the guest will first see it if they are using the web based reservation engine.

When a client searches the internet for accommodation in your suburb or region, will they see your property, or will they see your local tourism body and then be able to find you from that source?

Other than price, the presentation of image which a business puts forward on the internet for all to see is the single most important marketing tool available.

The added benefits to small businesses with the imminent roll out of the National Broadband Network in 2012 will (hopefully) mean that regional and city properties alike will have access to reliable and fast internet and by extension accessibility of real time internet reservations and other web based reservation solutions.

So how does this work? How can every business access this kind of market force without the enormous expense of the glossy booklets used by the branded chains and which are now slowly becoming almost obsolete.

Do you have a Channel Manager? The emergence of ‘Channel Managers’ who aid properties of all sizes to manage their rooms inventory, to sell the space online and to represent or give an internet presence to any property has given businesses small and large an unprecedented opportunity to take advantage of the most amazing marketing tool available – the internet!

The first step is locating a Channel Manager you are comfortable to work with - a channel manager who is aligned to (a) all the web based accommodation booking services you feel will best service your property and (b) who can deliver your bookings electronically to minimize any possible over allocation. Ideally you would use a reservations property management software package which not only receives the electronic reservations from the Channel manager but one which then calculates the new availability and sends this back to the Channel

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manager, working in a timed loop (on average approximately every five minutes) so that in essence, your computer at front desk becomes a 24/7 reservations clerk, taking in new reservations and adjusting the availability accordingly. Further this allows you to make decisions based on current availability. If there are periods in the future where you know that the accommodation will be in high demand there is an opportunity to make the most of that demand by increasing the nightly rate or packaging special events. Alternatively if periods of low occupancy emerge as a pattern based on location, regional activity or seasons, the rates can be sharpened to attract budget conscious visitors and fill beds which would not normally be used. There is incredible exposure of your product and management flexibility to be gained by using many web based reservation services but with one Channel manager to control them all so that the output of rate changes is seen across the board. The change to availability is not cumbersome and the chance of overbooking accommodation, particularly when coupled with a good Property Management Software product, is almost non-existent.

And what of Yield Management? As the patterns of accommodation become more apparent it is easy to see why so many properties are taking the next major electronic step and moving toward the world of Yield Management, working with â&#x20AC;&#x2DC;fluidâ&#x20AC;&#x2122; rates based not on a flat scale of peak, shoulder and low seasons but which are based on the current daily occupancy of the property. Airlines have been doing this for years, larger international accommodation chains and agents have also been reaping the extra dollars when the demand is high. This is now becoming common practice throughout the industry and given the access to the 24/7 reservations world, using a set and forget rates adjustment which is based not only on your seasonal rates but also looks at your daily occupancy and makes the adjustments for you, sending the new rates every five minutes to the web based reservation engines, giving your business a chance to capitalize on demand fluctuations. Again, a good Property Management Software system will allow you to make strategic business decisions within the software, adjust as necessary, but manage the dynamic rates structure anonymously behind the scenes. Imagine for a moment that your business could earn an additional $10 per room night when the business is more than 50% occupied! Just do the basic calculation over the past few months to get an idea of the revenue you might have earned. Many businesses are surprised by the outcome and over a year, this extra revenue may well have paid for the investment into the technology to manage both electronic reservations and dynamic rate changes. We are trading in a diverse global village and with the right tools to effectively maximize every opportunity, businesses small or large will not be left behind. Yes, the new pillows, mattresses and linen are important, the look and feel of the rooms, the position, ambience and overall appearance equally important, and by utilizing the best of todays digital world of images and internet your business can compete on the global stage! n

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We understand the stress of making ends meet in the current financial climate. Here is some good news! Because of the strong Australian Dollar, did you know that roomMaster 2000 PMS is now at least 15% LESS expensive than it was 2 years ago? If you are considering installing for the first me, or upgrading your exisng system, NOW is the me! Our support and training costs have not increased in over 5 years! But the product has improved dramacally. roomMaster 2000 not only offers its own Internet Booking Engine (which in the case of smaller properes is now almost 200% less expensive) but also provides a link to all the major GDS companies. An on-line presence is easy and inexpensive.

roomMaster 2000 works for properties of all sizes We oﬀer three edions of our soware along with interfaces to all of the popular systems found in the hotel industry, so the perfect soluon can be created for any property. Best of all, roomMaster 2000 was created by people with many years of hotel experience, so you can be assured it will work the way you expect it to.

roomMaster 2000 is cost-effective and affordable No other PMS can compete with roomMaster 2000 on both price AND features. Our annual maintenance agreement is priced at a fracon of our competors. Visit our web site and check out the features and prices. InnQuest Australia are one of the very few companies that list all our prices, right up front. www.innquest.com.au Email: ozsales@innquest.com Ph: 03 95853355 Fax: 03 86602912

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A Practical guide to credit card security

– Motel Style By Trevor Gardiner | Centium Software

There is a lot of confusion about credit card security and Payment Card Industry (PCI) compliance and how this applies to motels. Before we solve the problems of the world (well at least credit card security for your motel), it’s worth understanding the problem.

ack in 2004, with online credit card fraud on the rise, the major credit card companies came together and developed a list of security requirements for merchants dealing with credit card information. Some of these requirements were common sense (like “keep your antivirus software up to date”), yet others sounded complex and ambiguous (like “Maintain an Information Security Policy”). Now, before you lose interest and stop reading, there’s good news coming… just hold on. The fundamental problem is that there are a lot of bad people out in ‘Internet World’ and they spend every minute of their time trying to hack into computers just like yours. They use software that scans through millions of computers connected to the Internet looking for weaknesses. If they detect a weakness, they try to get access to the data on the hard disk. When they get access to this data, and if the data contains credit card numbers, they have won the lottery. Each card number is worth about $10 on the black market, even more if they come with identity information like address or phone numbers.

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The challenge for motels is that there is a genuine need to store credit card details. Imagine you take a phone booking for a busy Friday night and it’s your last room. You want to make sure the guest shows or your ‘one night room charge cancellation policy’ will apply. You either need to charge the credit card or store the details somewhere for processing later. The good news is coming but first there are some really practical and basic security steps you should follow to protect your motel, whether you want to be ‘PCI Compliant’ or not. 1. Make sure each person who accesses your reservation system has their own password and make sure the password is a combination of letters and numbers. The more complex it is, the harder it is to crack. The cyber-criminals use brute force software to crack passwords so don’t make it easy for them. 2. Make sure you subscribe to an automatic update anti-virus product like Norton 360. For around $129 per year, you can protect up to 3 computers. 3. Make sure your Internet connection has a firewall and that is enabled. Most commercial grade broadband modems include a basic firewall. 4. Make sure your wireless router is password-protected and uses encryption. 5. Make sure your reservation system computer is in a secure area, especially at night. There are gangs that specialise in breaking into businesses specifically to steal computers to get the data on it. 6. Educate your staff about credit card security and how important it is. Unfortunately, credit card fraud and cyber-crime is a multi-billion dollar business

world-wide and it is real. Recently, Sony was hacked into and over 100 million customers’ account details were exposed. Imagine the damage to your business if all your guests’ credit card details were stolen and used? According to the Payment Card Industry Security Standards Council, merchants can be liable for: •F ines and penalties •T ermination of ability to accept payment cards •C ost of re-issuing new payment cards •L egal costs, settlements and judgments •F raud losses This is something you would never want to happen to your motel. The frightening statistic is that over 80% of small businesses currently store credit card

details in a completely unsecure way. For this reason, small businesses are prime targets for cyber-criminals. The PCI Compliance Standards aim to set out a structure for businesses to securely deal with credit cards. The theory is good, but it is very complex and onerous for a small motel to implement. If you actually need to store credit cards at your motel, then you need to address 49 pages of items, undertake an audit and undergo regular vulnerability checks.

1. Use a Property Management System that supports remote secure credit card storage of your customers’ credit card details. All of the modern, popular ones will do this. Have a look at RMS or GuestPoint® as examples. 2. Use PayPal or some other reputable credit card processing company for your own online booking website. They collect the card number and process the transaction. You just receive the money (less their merchant fee). 3. Use Online Sales Channels like Wotif.com that process the credit cards themselves and send you the net payment. Again, you’re not getting involved in the credit card transaction and don’t receive the card numbers.

Finally, here is the good news…

The easiest way for your motel to become ‘PCI Compliant’ is not to store any credit card numbers at your motel. This means that if your computer is hacked into or stolen, there is nothing there for the cyber4. Make sure you implement the basic criminals. Knowing that there is nothing security steps I outlined earlier. to steal should help you sleep better at 5. You should now be in a position night. But I guess now you are thinking, to complete PCI Compliance Self“But I need to store credit card details Assessment ‘A’ – the simplest by far. for booking guarantees”. Here is what ClearchoiceEnzymeWizardAd 17/11/11 6:29 1 YourPM bankPage may also require you to you need to do:

complete Self-Assessment ‘B’ to cover your EFTPOS machine usage. You can find these assessments at www.pcisecuritystandards.org The key to protecting your motel and your customers from credit card fraud is to be proactive about security and push as much of the responsibility out to experts who provide credit card security (Property Management Systems, Credit Card Gateways etc.). Finally, ask yourself, “Do I enter any credit card data into my computer?” If the answer is “Yes”, you either need to make sure it is being stored outside your motel or you need to implement very strong security to protect this data. I suggest you take the easy way and store it securely outside your motel. n Trevor Gardiner is the CEO of Centium Software, producers of the award winning GuestPoint® property management system. For more details www.centiumsoftware/guestpoint/intro

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Vol 12 No. 2 |

New motels needed to satisfy demand By Ian Crooks | Managing Director, Resort Brokers Australia

Demand for accommodation

Shortage bad for business

in some areas, particularly in

The mining industry’s powerful, positive economic influence directly benefits the accommodation sector. But mining also relies heavily on room providers.

towns and cities servicing the resources sector, far outstrips supply. Developers frustrated with a sluggish residential market might do well to consider building new motels.

ustralia’s first modern American-style motel opened in Bathurst in 1954. Today there are roughly 3,800 motels across the country. But I’d say we would be lucky if 100 of these have been built during the last 15 to 20 years. The time to build more is now. The critical driver, of course, is occupancy. ABS tourist accommodation figures show the national room occupancy rate for motels (15 rooms-plus) for the Dec. Qtr. 2010 was 59.2%. What this figure doesn’t show are the pockets where occupancy consistently tops 80 or 90%, where new beds are desperately needed. Queensland’s fast-growing central coastal city of Mackay is a prime example. With a population approaching 120,000, it is the gateway to the rich Bowen Basin coal deposits. For the calendar year 2010, Mackay recorded 89% occupancy. On many nights, you simply cannot find a bed. There is an immediate need for another 200-300 rooms. Other centres – Bowen, Townsville, Emerald, Biloela, Dalby, Chinchilla, Miles, Singleton and Muswellbrook in the Hunter Valley, and Perth and Karratha in WA – tell a similar story.

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This was highlighted recently when Tourism Western Australia released an Access Economics study suggesting WA stands to lose almost half a billion dollars by 2020 if its accommodation shortage is not addressed. Perth’s critical shortage of short-stay accommodation is looming as a significant barrier to economic growth. The same can be assumed for other cities and towns. Lack of accommodation is an economic disadvantage. And it is not only in mining areas where new accommodation development is being encouraged. Earlier this year, the Lismore City Council proudly boasted of a new $5m four-star motel project, an investment by the Gold Coast-based Strand Group. “Business brings business,” council’s business facilitator, Mark Batten, told the local paper. “(This motel) will help meet the need for business beds, there has been a shortage for some time.”

Consistently profitable Prospective developers and operators can be confident the motel model, born in the 1950s, is still relevant, viable and indeed very profitable. Proof is seen in the consistent success of properties. In 25 years, Resort Brokers Australia has only ever handled four mortgagee sales of motels. Pubs, on the other hand, regularly come up as forced sales.

Motel development costs have reduced substantially of late, thanks to new high tech building materials and specialised construction systems. A quality standard motel can be established today, on a turn-key basis (excluding land), for around $80,000 per unit. The developer then has several attractive options – retain and operate the property, sell it in one line, sell the lease and retain the freehold as a passive investment, or sell the two components individually. C

And there’s no need to wait for project completion. Resort Brokers has recently sold a couple of new motels off-the-plan. Demand for good businesses and strong investments remains very strong. CM

CMY

Little wonder, when you consider the financial appeal. An off-the-plan buyer of a new motel lease can expect to make a 30% return on the purchase price after all operating costs and rent are paid. The freehold investment in the same property, depending on location, can be expected to make between 9.0 and 95% net return. n K

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Mindful Employer: A SANE approach to mental illness in the workplace

• T raining for managers and supervisors on how to respond effectively to mental health problems at work and how to support an employee who has a mental illness.

ow many Australian workers know how to respond if a colleague or employee discloses they have a mental illness? If worried for an employee’s mental health, do you as managers know how to ask ‘Are you OK?’ Do you know the rights and responsibilities in regards to disclosure or workplace adjustments? With 45% of Australians experiencing a mental health problem in their lifetime, and 20% affected every year by conditions such as anxiety disorders, depression, bipolar disorder or schizophrenia, it is likely that at some point, all workers will be impacted, either directly or indirectly. While businesses can have the best intentions, if their employees don’t know how to respond, the end result can be confusion, doubt and ineffective responses. It is not just people managers that can benefit from a working knowledge on how to manage mental illness in the workplace. Those with a mental illness, their families, friends and work colleagues too, can all benefit. Research suggests Australian businesses lose up to $6.5 billion every year by failing to respond appropriately when employees experience mental health problems. One driver of this cost is absenteeism. A 2006 Government report estimated that around 18 million absentee days annually are attributable to untreated mental health problems. There is a lot to be gained by up-skilling a workforce so it can respond effectively when mental health problems arise. The Mindful Employer program is the result of SANE Australia’s discussions with a wide group of businesses across Australia, and with successful mental health programs overseas. Utilising educational

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tools such as eLearning courses and Tip Sheets on how to respond to mental health problems in the workplace, the program provides answers to important questions such as, what are the signs of a mental health problem, what to do if you are concerned for a colleague or employee, and how to manage reasonable workplace adjustments. Mindful Employer provides managers and employees with mental illness awareness training and the skills to work with, and support an employee who has a mental illness. The training increases a persons’ confidence and ability to work with a person who is affected, directly or indirectly, by a mental health problem. The training covers three core areas: • I nformation on the different types of mental illnesses, including the signs, symptoms and treatments. Helping to reduce stigma and change attitudes towards mental illness. • A dvice on how colleagues can support an employee in the workplace, who has a mental illness or is caring for someone with a mental illness.

The training is delivered online via a secure web portal that can be customised. Training resources include three 30-minute eLearn courses, Mindful Employer Tip Sheets – covering key workplace issues such as Legal Rights and Responsibilities, Disclosure and Workplace Adjustments – and SANE Factsheets on a wide range of mental health topics – such as Depression, Anxiety, Treatments and Support for Family and Friends. By becoming a Mindful Employer both employers and employees can improve their knowledge and skills in working with, and supporting, others who have mental health problems. With the right knowledge and advice a business can avoid potential productivity losses, while also providing understanding and support – two things that can make all the difference when someone is affected by a mental illness. n

If you would like to find out more, contact Mindful Employer program Manager, Charmaine Smith at info@mindfulemployer. org visit www.mindfulemployer.org or call SANE on (03) 9682 5933. SANE Australia is a national charity working for a better life for people affected by mental illness – through campaigning, education and research. www.sane.org

Kicking the bleach habit By Bridget Gardner | Director, Fresh Green Clean

any hotel & motel cleaners believe that chlorine bleach is the only product that will remove stains and leave surfaces sparklingly white and hygienically clean. But is it? This article asks whether bleach is as indispensable as we think, and what could be some viable alternatives.

Bleach is not a cleaning agent Despite popular belief, chlorine bleach (sodium hypochlorite) is not a cleaning agent, it simply wipes out the pigment in the soil (and sometimes the surface!). Unless bleach has been combined with a detergent, such as in bathroom cleaner, it will not effectively lift and separate soil from the surface. The floor or basin looks cleaner, but it’s a cheat’s clean because the embedded dirt has become invisible – but not gone. Any dirt you removed from the floor while mopping it with diluted bleach was entirely down to the water, the mop and your elbow grease! This is summed up by a well-worn hospital expression that states: ‘90% of the cleaning action is achieved with the tool, the water and friction. So what about that last 10%? That’s where the cleaning methodology comes in.

Cleaning without bleach There are many traditional and new ways to lift and remove soil from a surface, such as: • p H neutral detergent diluted in warm water. Wet-mop heavily soiled floors then repeat with a damp mop • H eat and pressure via professional steamer equipment that can sanitise and lift grime from crevices such as tiling grout • S urface friction via professional microfibre technology, scrubbing equipment, or pressure washing

• Electrolysed water that cleans and sanitises by electrically charging water via a plumbed-in unit, hand held device or a scrubbing machine • Bio-cleaners that use friendly bacteria to colonise and ‘eat’ organic wastes (mould, fats, grime etc.) when given sufficient contact time with the surface

Hygiene without bleach Now let’s explore bleach’s disinfecting ability. Chlorine bleach (sodium hypochlorite) disinfects by attacking the protein molecules1 of bacteria. But this germ killing ability is seriously limited if the surface or cleaning tools are dirty. So a surface must first be cleaned effectively and all detergent rinsed away before bleach is applied. Next, bleach must remain soaking the surface for at least five to ten minutes before a sufficient number of germs are killed.2 Do your cleaners have time to clean twice, leave a surface soaking ten minutes, before returning to rinse it? The concept of total germ elimination is an impossibility in accommodation settings anyway. The National Health and Medical Research Council (NHMRC), stresses that even in hospitals the aim should be to remove (not kill) bacteria through effective cleaning and drying practices. Removing the bacteria’s food source (soil and moisture), will achieve hygienically clean surfaces that germs cannot survive on. An important aspect of building hygiene is the cleanliness of the cleaning tools and water. Sufficient quotas of cloths should be provided and then laundered correctly after use. Mop water or microfibre mops should be changed after every room, and colourcoding tools provided for cleaning different areas to prevent cross-contamination. However in the end, personal hygiene should be encouraged as the number one germ protection policy.

Why avoid chlorine bleach? You should already know that chlorine bleach is Hazardous and Corrosive (causes burns), which is why gloves and goggles must always be worn when handling it. But bleach is also a respiratory irritant and may cause occupational induced asthma and other respiratory ailments after repeated and prolonged exposure. Dust masks will not prevent chlorine fumes so good ventilation and safe handling practices (such as avoiding creating mists and spraying directly onto cloths) are essential. Finally, bleach is highly reactive and if mixed with acids (i.e. toilet cleaner) or ammonia (i.e. floor cleaner) it creates toxic fumes. It therefore makes good sense to avoid the use of bleach where ever possible. Because chlorine bleach is highly alkaline, it is inappropriate to use in toilets because the calcium ‘ring’ that becomes stained is alkaline too. That is why toilet cleaners are acidic – to fight the alkaline deposits. Instead, bleach makes the calcium deposits stick like concrete – damaging the toilet and encouraging more stains! Furthermore, its corrosive nature can easily damage softer bathroom surfaces such as fibreglass. However if the surface has been compromised, the rusty pipes are causing unsightly stains, or the grout has an immovable five-o-clock shadow (mould stains) and you find bleach indispensable,

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try minimising the frequency with which it is applied to weekly or fortnightly use. For fabrics, try oxygenated bleach (hydrogen peroxide) as it is generally far less hazardous. Finally, plan your next renovation around a different colour scheme other than white on white, replace tiles and grout with glass or solid planes if possible and improve ventilation. In the case of bleach, prevention is far better than the cure. n

References: 1. www.msnbc.msn.com/id/27700273/ 2. www.health.vic.gov.au/foodsafety/downloads/generic_template.pdf 3. www.foodstandards.gov.au/_srcfiles/FSC_Standard_3_2_2_FS_ Practices_&_Gen_Requirements_v88.pdf

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mo Profiles F

rom the Big Smoke to the great Australian outback: Alison Smith’s jump into motel management has brought about quite a change in her life. Her and husband Michael recently took over ownership of the Tocumwal Motel in July 2011. “It was something that we had been looking to do for about ten to fifteen years,” she says. “We thought that the lifestyle would be nice instead of working the average nine-to-five”. Alison had previously worked at law firm Fetter Gdanski in Melbourne. She had been looking to buy a motel for a few years until she found the Tocumwal Motel being sold on the realestate.com website. She has found the change into motel management to be “much more relaxing”. Her biggest challenge so far has been learning how to run a business for the first time. She really jumped in the deep end after taking on the role without any contacts or previous experience in the industry. “We really just went in blind!” she says. “We’ve met a couple of other motel owners in town since then though.” Alison has made the Tocumwal Motel notable for its environmental credentials. “We have implemented a chemical-free cleaning program,” she says. “We are changing over to more energy-efficient light globes and we have installed a water tank here. We also have water flow restrictors in all showerheads and we aim to increase recycling and reduce wastage. In the long term we are considering putting in solar hot water

systems, but I think that’s a fair way down the track because we’ve only been here a few months!” “We’ve decided to make [the environmental features] a big part of the motel because it’s what I would want if I were going to stay at a motel.” “We have already updated the swimming pool and at the moment we are upgrading all the décor.” The Tocumwal Motel has 10 airconditioned ensuite rooms all with wireless internet access and electric blankets. The motel also offers guests a cooked breakfast menu. The motel is situated opposite the Murray River boat ramp in New South Wales. The improving inflows into the Murray River will help to

bring in more guests as people enjoy their summer near the water. “There’s a really big golfing community up here,” she adds. “We mainly have a lot of travellers because we’re on the Newell Highway between Melbourne and Brisbane so we get quite a few people just stopping over on their way.” Alison has a passion for cooking while Michael takes a keen interest in sports cars. They have loved their time at the motel so far, along with the calmer lifestyle which just wasn’t possible when working in Melbourne. Alison and Michael’s dedication towards improving the motel’s environmental credentials will mean that all their guests can rest easy with a clear conscience and a bit of sand from the river between their toes. n

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mo Profiles John still on the beat in the motel industry

ohn Whitehead simply can’t seem to keep out of the action. He served 30 years with the Victoria Police in uniform, undercover operative and as a detective in the Criminal Investigation Branch (CIB) at various ranks. John was also a personal bodyguard to former Indian Prime Minister Indira Gandhi. In addition to that, he had a lifethreatening encounter with three large crocs whilst working as a Lay Missionary in the Kimberleys, Western Australia. So one would think that running the Highway Inn Motel in the isolated town of Hay, New South Wales, would be leaving most of the excitement behind for John. Not likely.

“About three years ago we had a 69-year-old man book,” John recalls. “There wasn’t anything suspicious about him. He ordered breakfast and paid cash for his accommodation and brekkie. I walked with him to his room and switched on the heater, AC and the TV and had a short conversation with him. I returned to the motel residence and turned on the TV – a police news flash warning was alerting viewers that there was a wanted man on the run named John Walsh who was wanted for a triple murder at Cowra. On checking my motel register I realised that I had just booked this person into my motel”. The man was John Walsh, better known as the ‘Cowra Axe Murderer’. Walsh was also wanted for the attempted murder of his daughter Constable Shelley Walsh. “I immediately phoned the Police and they eventually arrived one hour and 45 minuted later. About five minutes after I had phoned the Police, Walsh walked to the Reception office (the door was locked) but I was still on the phone to Police. Walsh yelled out to me through the glass door: ‘You forgot my milk’. I replied to Walsh: ‘I’m busy. I’ll bring it to you shortly’”. “Over the next hour-and-a-half my phone ran hot with calls from Police and television and media reporters requesting information. Guests were also arriving at the motel and they were placed in the motel residence”. “When Police finally arrived I went with them to his room and knocked on his door and I called out: ‘John, I have got your milk’. The door was opened by John Walsh and he was arrested by Police”.

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Walsh received life imprisonment for the murders. I met Shelly Walsh after the criminal law proceeds were completed. Tracy Grimshaw of Channel 9 arranged the meeting for an A Current Affair story about the tragedy. It was an emotional meeting – Shelly wished to thank me for what I did. John possesses a diverse résumé of different jobs. After growing up in Yambuk in western Victoria, his first job was as a Police Cadet. In 1967 he was conscripted for two years National Service and served in the Provost Corps (Military Police – Special Investigation Branch). After Nasho he returned to the Victoria Police and in the early 1970s worked in the Licensing, Gaming and Vice squad. This included work on undercover assignments against SP bookies, illegal casinos, ‘Two-Up’ games in Franklin Street, sly grog merchants/hotels, illegal card games and prostitutes”. The illegal SP bookies used ‘cockatoos’ outside the pubs to warn them of a police raid. The TAB was taking control. Fred Silvester, known as ‘The Cat’, was in charge of this squad. “SP Bookies had no idea where to hide,” John recalls. “It was the end of a colourful era”. As a police detective he served at Russell Street and later at Castlemaine CIB as a Detective Sergeant for 12 years.

In 1981, John was assigned to be a personal bodyguard for the Indian Prime Minister Indira Gandhi during her 10-day visit for the Commonwealth Heads of Government Meeting in Melbourne and Canberra. John would accompany the Prime Minister on RAAF VIP aircraft and travelled in the PM’s car. “The Prime Minister was charismatic and it was a privilege to be her personal bodyguard”. He worked closely with Richard Butler who was then with the Foreign Affairs Department. During the 1990s, John was in charge of policing on the Melbourne waterfront and Fitzroy CIB. In 1997 he retired from Victoria Police and started work in Papua New Guinea in a Security Management role. In 2002, John went to the Kimberleys as a Lay Missionary at Kalumburu and Balgo in the Tanami Desert. Kulumburu has a population of approximately 400 people and is inhabited mostly by indigenous people. He worked at the mission service station and also in the Cafel Store. It is remote from any main roads – the nearest is the Gibb River Road, 270 km to the south. Whilst at the mission he went on a day fishing trip to the coast with two other missionaries to Deep Bay. They had a 4WD and a tinnie on the boat trailer with an outboard motor. The fish were unusually quiet and John went to sleep in the boat. When he woke up the sea was choppy and his companions informed him that they were lost. They headed for shelter towards the coastline and ended up in Monger Creek with thick mangroves on either side. At this time John and his companions had no idea where they were, so they ventured inland up the creek and decided to pull the tinny up on a bank near a rocky outcrop. The boat was secured but the Irishman with them walked into the scrub without saying anything and ended up back to the Kalumburu mission the following

morning after walking all night. Meanwhile John and his English female companion checked out the site before deciding to sit on a rock close to the tinnie. All was quiet until after sunset when three large crocodiles appeared out of the water and started to ram the boat, which had fish bait still in it. The crocs went around the tinnie, pushing and moving it. “This went on for what appeared to be eternity – I believe the bait in the boat saved us. Eventually the crocs went back into the creek. It was a hair-raising and frightening experience. We had nowhere to go and there was nothing to stop the crocs climbing across the rocks to get us. “After the beautiful Kimberley sunrise we saw planes flying overhead who were searching for us. Police were also involved in the search. We decided to get back into the tinnie and head back to Seep Bay. Eventually we found our way back to the mission”. John finally settled into the motel industry in 2004 at Donald, Victoria. After two-anda-half years he sold the business and purchased the Highway Inn Motel in Hay. The motel has 17 units, including six luxury spa units. Hay has a population of about 3000 people. It is situated halfway between Sydney and Adelaide on the Sturt Highway. The Mid Western Highway and the Cobb Highway pass through Hay. The town is on the attractive Murrumbidgee River and is surrounded by the vast open Hay Plains. John describes Hay’s history as being rich with characters and tales of boom and bust, of isolation and innovation. Over centuries poets and artists, including Banjo Paterson, have attempted to capture the spirit of the Hay Plains, but John says that only a visit will give people the real experience of the unique landscape and diversity of attractions.

He describes Hay as the ‘Riviera of the Riverina’. For the first five years in motels, John managed the business by himself. “It’s very challenging running a motel on your own. Lone operators make up only a small percentage in the motel industry”. Two years ago John was joined by his partner Margaret McNamara; an established artist from Sydney. Margaret still exhibits her art while also taking an active role in the management of the motel. “We intend spending the next two years in Hay and then take to the road and explore Australia’s outback”. John’s lifestyle change from Fitzroy’s alleyways to the quieter town of Hay has seen locals dub him ‘The Fox’ – a man who has demoted gracefully. For this selfconfessed larrikin though, another jump into the spotlight never seems too far away. n

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mo Profiles

othing ever stays the same at the Tower Motor Inn. Owners Gary and Caroline Walters are constantly renovating their 19 room motel, which is located in Mount Gambier on South Australia’s Limestone Coast. So it’s no surprise that Gary offers one warning to potential moteliers: “You have to be prepared to refurbish and keep up with changes to what guests expect,” Gary says. “Expectations have gone up quite a lot as guests are now looking for more than what they have at home”.

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The latest round of refurbishments began 18 months ago. The asbestos on the property has been removed and the Motel units have been rendered and reroofed. All the plumbing and electrical wiring has been upgraded to current compliance legislation. Split system reverse cycle air conditioners, tinted windows and soundproof walls have also been completed. “We reinvest a lot of money into it,” Gary says. “At any one time there’s

usually one room being refurbished.” He estimates that he is spending $25,000 on each refurbished room. The Tower Motor Inn was built in 1974. Gary had worked as a baker and Caroline as an accountant until they bought the motel in 2002. “We saw the ‘for sale’ sign go up and liked the idea of owning a business together,” Gary says.

“We live on a beef cattle farm about seven kilometres out from Mount Gambier. I did not want to work at the bakery until retirement but we knew that the income from the farm would not be enough to make a living from.” Their previous work experience has come in handy, with Gary in charge of cooking guests’ breakfasts while Caroline looks after the bookwork. They used to share the room cleaning duties but now employ a part-time housekeeper. One of their main aims was to feature current technology in each room. High definition televisions, Blu-ray players, frameless shower screens and quality bathroom mixer taps are now all standard in their superior suites. Their next plan is to upgrade their website. They are now working with a Golden Chain IT specialist to upgrade to a new front office booking system incorporating a Channel manager that

manages all on line bookings. They also want to optimise their website to appear higher in search engine results. Despite all the changes to the motel’s exterior and furnishings, their core business model will stay the same. “We prefer not to offer discount rates for rooms but to offer add-ons instead. We have offered a free breakfast or free internet access or packaged inclusions for entry to local tourist attractions like the famous Blue Lake, Engelbrecht caves and the Lady Nelson Visitor Discovery Centre.” To deal with the long hours required for operating the motel’s reception desk, Gary and Caroline ensure that they have at least two breaks a year. “We recently returned (in early October) from the Golden Chain Conference in Queenstown, New Zealand. We really enjoyed the chance to network with other

moteliers and we’ve been very pleased to be a part of such a supportive and professional group.” Other places they have visited in recent years are Fiji and Norfolk Island along with Tasmania, Cairns and the Sunshine Coast. AAA Tourism awarded their motel 3½ stars and they became members of the Golden Chain motel group in 2010. Times have been tougher lately though as Gary has noticed a drop in international tourists staying at the Tower Motor Inn. He puts this decline down to the Global Financial Crisis, the struggling European economy and the high Australian dollar. Gary is eager to keep reinvesting into the Tower Motor Inn so that it keeps up with the other 18 motels in Mount Gambier. With this in mind, guests can always be sure that there will be something new each time they visit. n

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Vol 12 No. 2 |

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mo Profiles Industry welcomes new moteliers Tony and Heather

irst impressions mean a lot in life. They can often set a person’s attitude towards something for a very long time. Luckily for Tony and Heather Bowcher, the new owners of the Kalua Motel in Bundaberg, they have been amazed by the warm welcome and first impressions which they have received from the motel industry. “All the moteliers that we’ve spoken to have been really nice, really accepting,” Tony says. The couple took over the motel at the start of October. They had moved up from Nowra, New South Wales, where Tony had worked in real estate and Heather a quilting business for 17 years. “It’s not quite a sea change but it’s defiantly a career change,” Tony says. “We wanted to run our own business so we looked at a number of motels and then the Kaluh came up for sale. Bundaberg is vibrant and very much moving forward. Bundaberg’s got all the features of a major city”. The 11-room motel is located in northern Bundaberg, Queensland, and offers a range from single right through to three bedroom accommodation. Tony works mostly at the front desk while Heather manages the computer and paperwork jobs. “By having a smaller motel, we feel like we can offer a better service. It’s a bit more intimate; we’re starting to get to know some of the regular guests really well. We just love people.” Even though he has just started, Tony speaks of his “plan to bring Kalua up to modern trends”. “Guests expect the rooms to be a level better than what they have a home. They want it to be clean and modern, so we’re looking at

upgrading the interior furnishings and giving the place a new paint job.” Tony is extremely grateful for the support he has received from other moteliers. The nearby Sun City Motel and Bourbong Street Motel have been very forthcoming and keen to share their local knowledge of the area and experience in the industry. The Riverhaven Motel and Nowra Motor Inn back in Tony’s home town were also willing to help him and Heather out. “They walked us around their kitchen and restaurant and gave us a feel for how they use their computer system.” Tony loves Bundaberg’s laidback lifestyle. “You can even notice it when you’re driving. Back in Nowra people would fly past you if you weren’t sitting right on the speed limit. It’s a lot more relaxed here, a slower way of life. We love meeting new visitors because everyone’s so easy to get along with.”

As an avid cycler Tony is eager to find out about some of the community groups around Bundaberg. On occasional mornings he meets up with a group to go for a casual ride, always ending with a coffee of course! Country drives are also something which Tony and Heather enjoy. “There are some places to drive to such as Bargara, Elliott Heads and Burnett Heads.” Similar to most motel operators, Tony feels that keeping the occupancy rates up will be the biggest challenge of motel management. He has a lot on his plate because the motel requires some handiwork. However, he cannot stress enough his appreciation for his colleagues’ help as he finds his feet in the motel industry. He feels welcome which goes to show how much first impressions really do count. n

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Vol 12 No. 2 |

Dust mite & anti-allergen By Max Agnew

The scientific community has come to the conclusion that better environmental hygiene will improve people’s health. We may have long known this but a heightened awareness of these environmental considerations is flowing through to the general community and proving what we have always known. None are more impacted by this awareness than the professional institutional housekeeping fraternity.

ccording to the U.S. Environmental Protection Agency, “the EPA and its Science Advisory Board have consistently ranked indoor air pollution among the top five environmental risks to public health.” EPA statistics show levels of many airborne pollutants to be 100-times higher indoors than outdoors, a noteworthy fact as most people spend 90 percent of their time indoors. According to the American College of Allergy, Asthma and Immunology, “50 percent of all illnesses are caused by or aggravated by polluted indoor air.” Researchers had long wondered whether Indoor Air Quality plays a role in the increasing rate of asthma. About 75 million Americans have asthma or allergies to indoor bio-pollutants. Protein-related allergens are the key group of indoor bio-pollutants that act as triggers for asthma and other respiratory ailments. These proteins, in addition to mold and fungi, include allergens from dust mites (Der p 1 and Der f 1); Cockroach (Bla g 1); dog dander (Can f 1) and cat saliva (Fel d 1). Since 1980, the prevalence of asthma and asthma-related hospitalisations and deaths has increased 75 percent. It is the most common chronic disease among children. Whilst these statistics from the United States are alarming enough, the prevalence of respiratory disease in Australia is greater. The Institute of Medicine (IOM), after reviewing the latest scientific studies, wrote their report concluding that “exposure to allergens produced by house dust mites – found in nearly every indoor environment – can lead to asthma in children who are predisposed to developing the disease. The indoor agents included allergens from dust mites and cockroaches; fungi and mold; dander, hair, and saliva from domestic pets and other animals; viruses and bacteria; spores and materials from houseplants; and irritants from secondhand tobacco smoke,

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pesticides, cleaning and building materials and other pollutants.” Let’s take a look at dust mites since they are the number one household allergen. House dust mites are arachnids, not insects. Related to spiders, dust mites are microscopic, eight-legged creatures that are 0.3 mm in length and invisible to the human eye. They are found in virtually all hotel & motel rooms, no matter how clean. They live on the dust that accumulates in carpets, fabrics, furniture and bedding. Motel guest rooms are especially exposed to dust mites as they provide the best conditions of warmth, humidity and food necessary for dust mite growth. They are present in mattresses, pillows, blankets, carpets, upholstered furniture, curtains, and similar fabrics. The average hotel room can be infested by millions of microscopic dust mites. Dust mites survive by eating our dead skin cells, which make up to 80 percent of house dust. They also live off water vapor, which we provide for them by perspiring and breathing approximately half a litre per person, per night. So mites are even found in climates with very low humidity. During the night, most people toss and turn up to 60 or 70 times. This expels mite feces pellets from bedding and pillows into the air. These allergens can stay in the air for up to two hours. Once airborne, dried dust mite droppings are inhaled, causing allergic reactions in asthmatics. These allergens can cause wheezing, coughs, itchy eyes, sniffles and in more serious cases, asthma, eczema, and allergic rhinitis. Total eradication of dust mites in a hotel room is impossible. Eradication would require such high levels of pesticides that it would be harmful to humans. Additionally, we always carry some mites on our hair or eyebrows that would be re-introduced to our bedding, starting the cycle again.

What is the solution for allergy suffers? To effectively control dust mite and other bio-pollutant allergens, the mattress needs to be regularly cleaned (about every six months for allergy suffers). The anti-allergen cleaning steps are: 1. F irst the mattress should be vacuumed, ideally with a truckmount so the exhaust is vented outside. If a truckmount is not available, use a HEPA-filter vacuum. 2. A fter vacuuming, wet-clean the top and sides of the mattress.

Don’t over-wet the fabric, as a guest will need to use the mattress that evening. Be certain to use a product specifically for anti-allergen cleaning. 3. The last step is the application of a non-pesticide dust mite allergen-neutraliser on the textile surface to control biopollutants between regular cleaning. Don’t forget the pillows! An old pillow can contain up to 20 percent of its weight in dust mites, their fecal matter and body parts. Every time your head hits the pillow, the pressure acts as a billow blowing the allergens into the bedroom. The pillows can be cleaned and treated with a dust mite-neutralising product, but replacing the pillow every six months would be the best advice. Next, turn your attention to the carpet and upholstery in the room. Because of chemical sensitivities, use cleaning agents that are free of perfumes, builders, hydrocarbons and solvents. New products manufactured from plant-based alcohol ethoxylates meet these criteria. Also finish with an application of an anti-allergen neutralising product to control the allergens between cleanings. One company that has addressed these necessary cleaning issues is Masterblend with their range of Responsible Care Products. These are available in Australia from Bennett Direct at bennettdirect.com.au n

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Vol 12 No. 2 |

What have you done to my carpet? By Col Nation

This article is about things that go wrong, how to prevent them and how to deal with some of them. As a trainer in the carpet cleaning industry and my work as a WoolSafe Registered Inspector, I come across a lot of problems with carpet and upholstery. Some of these we can fix, but many we simply cannot fix. I have chosen a few common problems that will highlight a few of the more common problems. Hopefully this will help you save some money and heartache. Case number 1. The case of the pink patches The picture opposite came in as I was about to write this article. This is a fairly new wool carpet. You will notice the large pinkish area in the centre of the picture. I have yet to investigate this problem, but I have seen similar cases in the past, especially on fabric upholstery with natural fibres such as cotton and linen. To me this looks like a loss of blue dye. This can happen when the acidity or alkalinity (pH) of the cleaning agents fluctuates during different stages of the cleaning process. Some carpet detergents

Case number 2. The case of the wriggly line This is an example of a condition called “reverse pile shading” sometimes called ‘pooling’ or ‘watermarking’, although it has nothing to do with water. See photo number 3. This carpet was in an upmarket hotel in Sydney. This ugly wriggly line detracts from the general appearance of the room which was otherwise quite appealing. The problem here is that the pile of the carpet is lying in different directions. The lighter colour is where the pile leans away from you and has more surface area on the sides of the pile. The darker area is where the pile leans towards you and you

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Photo 1

are quite caustic which is not a problem on some synthetic fibres, but alkaline (pH 8 – 14) detergents can affect some of the dye components, especially when the pH is lowered (below pH 7). This results in the loss of blue dye leaving a pinkish look. The second photo is a test on a fabric to demonstrate the pH effect on dyes.

Photo 3

are looking at the very ends of the fibres which appear dark by comparison. Unfortunately there is no fix for this problem. Photo number 4 shows a couple of sections where I have tried to reverse the pile with a steaming treatment to demonstrate the effect.

Photo 2

The prevention in this case is to use a WoolSafe Approved detergent. These have been independently tested to ensure they do not harm wool carpet or it’s dyes. The rectification of this problem involves either re-dyeing the carpet or replacement of the carpet. Unfortunately we don’t have a re-dyeing solution for most fabrics.

Photo 4

It is common with any cut pile carpet or fabric regardless of the fibre. If we try to correct it with steaming the problem will simply re-occur in the same pattern within a few weeks. The solution is to buy a highly patterned carpet to hide it, or choose a loop pile carpet which doesn’t tend to show the problem as much.

Case number 3. My carpet is coming apart at the seams Again there can be a number of causes for seams coming apart. In this photo the seams are simply delaminating. This was due to the carpet layer not using a seam sealer and poor quality adhesion between the two layers of the carpet. It was not the fault of cleaning. In fact the carpet was only a few months old. This was a warranty issue. Seams may come apart during cleaning.

These can be unsightly or even dangerous as people can trip on the lifting edges. Is it the fault of the cleaners?… Rarely. A well made seam on a carpet should actually be stronger than the surrounding carpet. If a seam lets go during the stresses of cleaning then it was probably due to a breakdown of the old seaming tape or the glues were not bonded effectively when they were first installed. If a seam comes apart in a heavy walk way such as an entry area or bar area then it is most likely that the old tape has simply given up with time and use.

Photo 5

Photo 7

Case number 5. Another brown mark? In this case, no. this mark was discovered when some furnishings were removed. The carpet has simply faded around the statue’s base. What is the cause of this? This is very much like the colour loss in case number 1, but in this case it is called ‘fume fading’ as it is gasses involved. The blue dye is simply fading away faster than the red or yellow dye which is usually the case. The darker section is the original colour of the carpet, and this was supposed to be a fade resistant carpet. This is more common in areas where sunlight is fairly strong, especially in Queensland. It doesn’t even require direct sunlight as it is the ozone gas that is created by strong sunlight that wafts across the carpet causing a bleaching action. Re-dyeing will be pointless as it is likely to do the same thing again. Moving the furniture frequently will even out the colour loss, and try to decorate with colours that will match the carpet as it loses blue.

Case number 4. What is that brown mark? A brown mark that looks like the ‘high tide’ mark on a beach could be the affect of a water leakage. In this case it was a leak from a bathroom on the other side of the wall. Many carpets have jute fibres in the backing construction of the carpet. It is there to provide strength and stability, but it is never meant to be wet.

By applying some white vinegar to a wet stain such as this you will go a long way to preventing the mark in the first place. Make up a mix of 1 part white vinegar and 10 parts of water and keep it in a labelled spray bottle. Blot up as much of the spill as possible using paper towel or an extractor

if you have one, and then spray on the white vinegar mix fairly heavily so that it penetrates. Blot or extract off the excess. So if you ever see these tell tale brown marks, you might need to investigate what might be leaking before it gets worse.

Photo 6

When the jute backing fibres get wet, they release a tannin type chemical from the jute. This is similar to the way coffee beans release the brown tannins into hot water to make a refreshing cup of coffee. In this case the water simply evaporates away leaving the big brown stain in a similar way to a coffee spill. In the case of carpet we can spill pure water and the brown mark appears in a few days time as it dries.

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Vol 12 No. 2 |

Case Number 6. Why didn’t the red stain come out?

Photo 8

Photo 9

The colouring used in some drinks such as red cordial and the popular mixed drinks, especially the brightly coloured ones are coloured with standard artificial food colourings. These food colourings are made from coal extracts and are used to make a wide variety of dyes. These same dyes are used to dye both wool and nylon carpets. So when someone spills these drinks on your carpet you now have a new coloured pattern on the carpet that will resist even the most vigorous attempts at cleaning. You now have three choices. Choice 1, splash around some more red drinks and make a patterned carpet. Choice 2, lash out and buy new carpet. Choice 3, get a professional carpet stain remover

to remove the red cordial spill by de-colouring and spot dyeing. If you are based on the Sunshine Coast then this is not a problem, as this is what I do for a living. If you are based elsewhere you can contact WoolSafe Australia

for a recommendation or simply visit www.woolsafe.com.au and click on the map on the home page and find someone in your area who may be able to help. This is an example of what can be done with the right chemistry equipment and experience.

Whatever your problems are with carpet or upholstery, there are often solutions that can help, if not directly, then indirectly through training, consultation or enlisting the service of external contractors. The WoolSafe Certified Operator network is a network of Australia’s leading carpet cleaning experts, many of whom have specialist cleaning and or stain removal and installation expertise who can assist you. If you have your own carpet cleaners on staff then you might like to consider some specialised training for them. You can contact me at Nation Training on 0408 966 500. There may even be some government funding available for some eligible staff who may want to do a Certificate III qualification in Asset Maintenance – Carpet Cleaning operations. n

About the writer Col Nation from Nation Training and ABBsolve Services, is a cleaning industry trainer with a long history of experience, especially in the field of carpet and upholstery technology and maintenance. Colin is a contract trainer with the Daniels Associates of Australasia Pty Ltd and until recently was Australian director of the international WoolSafe Organisation which is a certification body for the carpet industry. The Daniels Associates conducts training in Hospitality with a focus on cleaning for health. Check out www.danielsassociates.com.au for more information on training options. www.woolsafe.com.au can provide a list of highly qualified carpet cleaners that can provide a range of services to both domestic and commercial carpet owners.

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Vol 12 No. 2 | 55 Phantom insecticide is to be used only by licensed pest control operators.

Life lessons From my cat By Robert Evans Wilson Jr.

Once upon a time, I met a beautiful, charming and witty woman and fell deeply in love. Over the months we dated, I was the consummate romantic. I brought her flowers, wrote heartfelt love letters and on occasion, even sang to her. At one point she remarked that no one had ever treated her better. Then, suddenly and unexpectedly, she left me. I was devastated. When I asked her why, she replied, “You never listened to me.”

had no clue what she was talking about. Of course I listened to her. Didn’t I know her favourite foods, music and vacation spots? Absolutely! I also knew of her past struggles, her frustrations at work and even her dreams for the future. Apparently it was not enough. In retrospect, I finally figured out the problem was that I had been too busy following the Golden Rule: “Do unto others as you would have them do unto you.” Remarkably, it wasn’t my ex-girlfriend who taught me this lesson, it was my cat. One morning while I was enjoying my coffee on the back porch, Roxy came up to my chair and meowed for attention. I picked her up, held her and started rubbing her soft fur. I knew from past experience that she didn’t like that, and she immediately began to squirm and try to jump out of my arms. Nevertheless – in the spirit of Albert Einstein’s observation that insanity is doing

the same thing over and over again and expecting different results – I hoped that she would start liking it. Finally, I turned her loose on my lap and petted her. She became very affectionate and gave me lots of nudges with her head and purred loudly. I used to think that my other cat, Spike, was the more loving cat because he likes to be held and cuddled, which is of course, what “I” want to do with a cat. Roxy does not like to be cuddled, and when I attempt it all she does is try to escape. I’ve learned that she still wants loving and wants to give it back, but it has to be her way. I realised it is that behaviour which causes many people to see cats as aloof and unresponsive. As Roxy worked her way around my lap, rubbing her face against my arms, legs, chest and face, I thought, “Everyone comes into our lives for a reason – usually to teach us something.” I looked at Roxy and said, “What are you here to teach me?” Then it dawned on me that she was there to teach me the Platinum Rule: “Do unto others as they would have you do unto them.” In contrast to the Golden Rule which is all about “Me,” the Platinum Rule is all about ‘’You.’’ The Golden Rule is about “Controlling.” The Platinum Rule is about “Giving.” In other words, to motivate someone, give them what they want. I should have known this intuitively from the years I spent in the advertising business. I have taught hundreds of seminars where I advised my students, “When you create an ad, always put the prospect first; because when they see or hear it, all they are thinking is: What’s In It For Me?” I’m reminded again of the wisdom of Dale Carnegie who noted, “You can make

more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.” To do that he advises: “Be a good listener; encourage others to talk about themselves; talk in terms of the other person’s interests; make them feel important – and do it sincerely.” He then adds, “When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion, creatures bustling with prejudices and motivated by pride and vanity.” Now, wait a minute... surely, he’s talking about cats! n

Robert Evans Wilson, Jr. is a motivational speaker and humorist. He works with companies that want to be more competitive and with people who want to think like innovators. For more information on Robert’s programs please visit www.jumpstartyourmeeting.com. Reprinted with permission of IEHA from Executive Housekeeping Today.

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JOIN A LEADING HOTEL FRANCHISE Choice Hotels Australasia is the largest pure franchising, mid-market hotel group in the Australasian region, with more than 280 properties open or under development. Representing the Econo Lodge™, Comfort™, Quality® and Clarion® brands, our success is linked to your success. • State-based operational field support • Local sales and marketing support with a global presence • Extensive training resources • Marketing partnerships and preferred distribution network • Australian-based global reservations contact centre Join a leading team that’s behind its franchisees all the way. For Development enquiries, please contact Trent Fraser - General Manager Franchise Services & Development on +61(0)418 910 502 or +61(0)3 9243 2400 or via email trent_fraser@choicehotels.com.au For more information, visit www.choicehotelsfranchise.com.au.

We’ll see you there.

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Opportunities out of confusion By Max Agnew

hat if you came across a motel in a good position where you were told its owner was thinking of retirement, but the property looked as if it could do with a little sprucing up? Interested, or would you be somewhat critical of it not having been made to look great, thinking how the owner will not get the price for it he might have had with a bit more work gone into the property. If you did take a second look, could it be a proposition that might tickle your imagination in seeing a likely bargain because of it being situated in a reasonable location? On first appearances, such a situation possibly throws up a picture of confusion, but then to your eye, the picture might take on a whole new look. Perhaps not that of a ‘gold nugget,’ but one where a little enthusiasm combined with a desire not to be afraid of some hard work might just turn such a venture into a nice profitable future. One such an opportunity does seem to fit this category with a property in the Snowy Mountains – Jindabyne to be exact, where it is heavily tourist oriented; where the owner was hardly ever there and is now thinking of retirement.

The town of Jindabyne was created after the Snowy Mountain Hydro Electric Scheme was completed with Lake Jindabyne completed in 1967. The area is widely noted for its trout fishing in several manman lakes, and where years earlier Banjo Patterson penned the great Aussie poem The Man From Snowy River. When asked about the current turnover and how he thought about ‘a changing of the guard’ would work, the owner (Marty) replied: “A changing of the guard is good for many a motel, and in this case I am as much a developer as a motel owner, and currently have in mind making the Alpine Resort Motel a 44-room motel.” He explained further how the business actually has a non-expiring DA/ BA for a total of 69 rooms. If the present turnover is not that flash, what would it mean to a buyer or lessee to have the chance of making the operation larger? That is the question long-time staff member at the motel Gayle Koppe asks of our readers in the hope of attracting a possible buyer or someone to lease the Alpine Resort Motel, which is only a few miles from the Kosciuszko National Park. Owner Marty says he has been in the motel for 30 years, having started with 11 rooms. “It turned over $30k per room back then, which was pretty much standard stuff. “In more recent years I couldn’t really care much about turnover, as I would rather be elsewhere doing something other than running a motel. “If the business was opened all year with a good occupancy rate, then $30k per room for 44 rooms would relate to a turnover of more than $1.2 million.”

Marty says as a retiring owner chasing income was no longer important to him. “I have no intention of working most of the year, which prompts me to think about finding someone to take over the place,” he said. The Alpine Resort Motel is located overlooking the beautiful Lake Jindabyne. In the winter the town is often referred to as the ‘Gateway to the Snowy Mountains’, with this motel having a large log fire in its lounge and dining room to keep guests warm and happy. The warmer months are also extremely popular in the area, as the scenery is quite stunning, and Jindabyne is only a short drive away from places like Thredbo, Perisher and Charlotte Pass. Jindabyne itself is 918 m above sea-level. Gayle says she is certain that for someone with a flair for marketing, taking over this motel would soon enhance business all year round. Her enthusiasm for the property makes this an interesting way of promoting the future of the Alpine Resort Motel at Jindabyne. n

For motel enquiries please contact Gayle or Marty Koppe on 0438 367887

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ADVERTORIAL

Technology to the rescue:

The $70 per week alternative By STEPHEN TUSAK M.Sc., Dip. Comm. Eng. | Technical Director, Check Inn Systems

he biggest challenge facing motel owners today is the rising cost of hospitality staff. With government legislation forcing up wages costs that are already high, with minimum hourly rates as well as weekend and holiday loadings, making a profit often means that managers simply can’t afford to hire relievers.

The Kiosk is also wonderful for prebooked rooms allowing Guests to arrive without disturbing the management.

The average motel manager of modest size motels is a prisoner tied to the reception desk at a sacrifice to personal freedom, family life and eventually health. Stress, boredom and confinement mean that there is a very high turnover of managers with most entrants to this profession needing a significant break after burning out in two to three years. This statistic is easily checked with motel brokers and organisations like the HMAA.

Wayne Rabjohns, Proprietor

Modern technology provides some relief with the new availability of a low price and affordable Kiosk solution to take over sales and manage late arrivals during those late hours of 10pm to 2 am when most managers put out the “NO VACANCY” sign rather than get up and totally ruin their workday due to overtiredness. The Kiosk solution also provides a break so mangers can go out as a family during quiet times like Sunday afternoons without losing any business. So – does it really work? Read these typical reactions from ordinary motel managers. “Best Western Centretown Goulburn have used the Check Inn Systems Kiosk for 5 years during this period we have taken a countless number of after hours booking.

Guests find the touch screen and voice prompts easy to follow and operate. In short we find the Check Inn Systems Kiosk a valuable tool in the daily operation of our busy Motel.”

“We installed a self check-inn kiosk into our motel about 12 months ago and we could not be happier. The machine has allowed our growing family to move of site into a house. This has been great for us and the business. The motel now has 15 rooms instead of 14 and the machine picks up extra bookings at night. In fact the machine paid for itself in 4 months, now it’s all profit.” Darren Keenan, Noosa Sun Motel “We have been moteliers for 8 years and for the last three we have been able to have a life thanks to our Check Inn Kiosk. No more getting up in the early hours of the morning to check customers in, or leaving keys under the mat. We can go out for dinner. Normally getting a full night’s sleep is almost impossible, but since the installation of the Check Inn Kiosk our lives have changed and we wake refreshed, no longer the grumpier motelier. Our insurance company loves the concept, with no keys left under mats; there is less chance of rooms being burglarised.

Recently we had a client stay that had driven all night and had been unsuccessful along the way in waking some-one to get a room. He arrived here at 3 am and thanks to the Check Inn Kiosk he was able to get a room. The client thought that the Check Inn Kiosk had probably saved his life. We find that it was money well spent and we don’t have to pay after hours penalty rates!” Cheryl and John Whalan, Pinnaroo Motel “It is a great technology, replaces one full time staff member.” White Waratah Retreat Can you imagine banks running without computers? The only way we as Australians can stay competitive and profitable in business live a high quality lifestyle is by using the latest technology to stay ahead. n

The Check Inn Kiosk can also save lives.

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Bed Bug Barrier Bites back at bed bugs By Tony Abrahams

ince winning The New Inventors in May 2009, Tony Abrahams has been determined to find the total solution for the bed bug pandemic. Tony currently manages fully furnished apartments to short term travellers so bed bugs have always been a constant problem, especially around the warmer summer months.

Another reason why Diatomaceous Earth is far superior to other chemical treatments is because Diatomaceous Earth lasts for years and years to give ongoing protection, there is no other chemical treatment in the world that can do that.

After years of disappointing and toxic chemical treatments, Tony started researching a natural powder called Diatomaceous Earth that is registered for bed bug control in many countries around the world except Australia. After learning more about Diatomaceous Earth it was clear that this was the best solution to control bed bugs for many reasons. Apart from being 100% effective, bed bugs have no resistance because there are no poisons to become resistant too.

Bed Bug Barrier Tape

Diatomaceous Earth kills bed bugs by drying them out, it attaches to the bed bugs shell and draws out the moisture and subsequently kills the bed bugs. Another reason why Diatomaceous Earth is far superior to other chemical treatments is because Diatomaceous Earth lasts for years and years to give ongoing protection, there is no other chemical treatment in the world that can do that.

Mattress protectors do more than protect the mattress; they also remove the bed bug’s harbourage areas forcing the bed bugs to move around the bed looking for a new harbourage area. Place Bed Bug Killer in all harbourage areas near the bed to kill bed bugs looking for a place to nest.

In June 2010, Tony submitted an application to the APVMA for the registration of Bed Bug Killer and recently received registration in September 2011.

Current bed bug products Bed Bug Barriers Place Bed Bug Killer inside our Caster Barriers or Screw in Barriers to kill every bed bug that tries to walk up the bed leg for many years to come.

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It’s a super clear and smooth tape that bed bugs cannot walk across. Place anywhere to stop the access of bed bugs. If your bed legs can’t use our Bed Bug Barriers then you can use the tape on any sized bed leg or bed base. Use on skirting boards, walls or headboards to prevent bed bugs accessing the bed via the carpet or floor. Bed Bug Proof Mattress Encasements

to kill bed bugs trying to access the bed or wall via the carpet or floor. Best used in conjunction with the Bed Bug Barrier Tape as this also prevents bed bugs accessing the bed from the carpet or floor. The Sub Place Bed Bug Killer inside The Sub and adhere it to the underside of the bed making sure the ribbon is touching the floor. Place Bed Bug Barrier Tape on all the bed legs. Bed bugs trying to access the bed will walk up the ribbon and into The Sub where they will find Bed Bug Killer and die. n

Bed Bug Barrier manufactures all of the products in the range. Deal directly with the manufacturer and save!

New and upcoming products in 2012 Bed Base Encasements that kill bed bugs using Bed Bug Killer Place Bed Bug Killer into the encasement panelling to kill bed bugs on the bed base for the life of the mattress. Bed bugs looking for a harbourage area will walk across the Bed Bug Killer and die. The Front Line Place The Front Line on the walls that are hidden behind the beds or furniture. Place Bed Bug Killer into The Front Line

Contact Tony Abrahams directly on 0400 116 406 or email tony@bedbugbarrier.com.au for more information www.bedbugbarrier.com.au DON’T LET THE BED BUGS BITE!

Bed Bug Barrier Is Proud To Introduce BED BUG KILLER Australia’s first DIY Bed Bug solution!

Bed Bug Killer is a natural powder that kills bed bug for many years No Pest Controller Needed

Do It Yourself & SAVE! Place in cracks & crevices Underneath edges of carpet & vinyl floors Power points & wall sockets Behind skirting boards In wall voids and other areas known to harbour bed bugs & in Bed Bug Barrier devices

Scientifically tested 100% effective Years of on-going protection Bed bugs have no resistance No toxic chemicals Does not repel bed bugs Bed bugs takes Bed Bug Killer back to their nests to kill other bed bugs Ready to use puffer pack One application lasts for years No odour 100% Australian Green & eco friendly All natural Included in the CoP for bed bug infestations in Australia APVMA Approved No 65290/50641

Kill EVERY bed bug that walks up the bed leg with our Bed Leg Barriers ONE APPLICATION LASTS FOR YEARS! PLACE BED BUG KILLER INSIDE CASTER BARRIER

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T: 1300 760 646 www.bedbugbarrier.com.au info@bedbugbarrier.com.au

Don’t let the bed bugs bite!

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Vol 12 No. 2 |

ADVERTORIAL

The reality of travel By Angus McLeay | Managing Director, Travel Essentials

o you watch the sitcom, Modern Family’? I saw an episode on the plane recently where the ‘family’ takes a vacation to Hawaii. As many of us might do as we think ahead to an upcoming trip, the episode is about how various members of the family embark on the trip with their own ideas about what it will be like. For husband and father, Phil, it’s a romantic getaway. For wife and mother Claire, a stressful time managing kids. For the active and out-and-about Mitch it’s an opportunity for adventure, whereas for his partner, Cam, it’s a time to relax and do nothing. The resulting clash of expectations unfolds in hilarious ways on the show. The episode reminded me how often traveller’s expectations come in pre-formed ideals. Travel is an idea in our imagining that may not bear close resemblance to reality. As the popular philosopher, Alain de Botton puts it in his recent book The Art of Travel, “the reality of travel seldom matches our daydreams.” The clash between reality and our daydreams is true of almost everything about travel, even little things like breakfast. Many travellers imagine themselves sitting in a trendy café, enjoying a perfectly brewed latte/ espresso/tea, reading the paper and looking something like George Clooney or Anne Hathaway (or your preferred style icon). Sometimes it happens (apart from the Clooney/Hathaway bit) – but more often travel is rushing and making do with less time (maybe money) and greater inconvenience than we imagined. What happens when reality doesn’t quite turn out to be as hoped-for? The gap often leads to frustrations which vent in sometimes hyperbolic feedback on sites

like TripAdvisor. Accommodation operators are usually all too familiar with negative reviews that are out of all proportion to the issues involved for the guest. How can operators respond? Without being able to re-engineer the way guest imagination works (imagine that!), hospitality providers can still respond by giving guests a greater sense of control of their travel experience. This idea was behind the creation of Travelfare Packs. The concept arose from experiences as a traveller and frustration with the food and beverage offerings in accommodation. My angst didn’t arise from demanding 5 star room service from a 3.5 star establishment. It lay rather in a lack of ‘thought-throughness’ about the guest experience in the system. Travelfare Packs have introduced greater convenience and alternative options for guests with more accessible, portable & contemporary Breakfast and Snack Packs. They are a much needed make-over of traditional breakfast choices such as tray, buffet and breakfast room. TripAdvisor bears out the potential for these to give guests that added sense of control over the travelling experience by making use of innovations such as Breakfast packs. One guest said the apartment catered to all her needs for a brief business trip, including provisions to fix breakfast quickly and within budget. Another corporate traveller who tried a serviced apartment instead of his usual luxury hotel said he enjoyed the handy snacks in the room. Breakfast in-room was, to his surprise, a big plus over the standard heavy buffet breakfasts. Another guest was pleased about the hotel providing breakfast for her to eat on an early morning long-haul train journey. This feedback and that of our other customers show how something

as simple as a Breakfast pack can help give guests back a sense of control over their travel experience. It’s not only guests who can benefit. Early on it became apparent that the Packs could work to the advantage of operators as much as guests. Some benefits commonly cited by owners include: Greater operational flexibility (including time to sleep in!); simpler inventory management; improved revenue; less risk and ancillary set up costs. In short, Travelfare Packs offer more time to work on the business, not just in it. Travel will always bring its share of frustrations. Guest feedback indicates that a sense of control when travelling through the provision of fresh and innovative solutions can help guests bridge the gap from an imagined ideal to a more everyday reality. The outcomes are enhanced guest satisfaction and more positive experiences of hospitality. Developing and deploying such hospitality requires continual innovation and attention, not just to an ideal, but to the ways that bridge the gap between the ideal and a more prosaic travelling reality. n

(TripAdvisor cannot be quoted word-for-word due to copyright restrictions but the essence of the feedback is reproduced faithfully)

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is full of challenges... “early morning breakfast prep” “managing wastage on f & b” “pressure on my ADR” “keeping up with latest trends”

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Here’s what our hotel - motel owners reckon: “Makes breakfast service so much easier” “Minimal wastage & risk” “Extends my service - especially for timepoor guests” “An easy revenue-add without filling one extra room” “A great-looking pack to offer my guests”

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Accompanying guests who request allergyfriendly & chemicalfree rooms By Brad Lucas

ncreasingly, guests are demanding allergy-friendly or chemical-free rooms. Few motels have solutions to address the need of this growing segment. Many feel it is too expensive to have allergy-friendly or chemicalfree rooms. However, with the lowcost required to meet this need, there is little reason that all facilities cannot meet the needs of allergy – and chemical – sensitive guests. Many facilities are uncertain what is required, while others believe it may be too costly. How does one define an allergy-friendly or chemical-free room? What are the costs? Many motel owners and housekeepers

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assume it will require multiple products and services that are too costly to meet the need. With the growth of the Internet, guests now have multiple resources at their fingertips to help them find allergy-friendly and chemical-free rooms. The good news is that now at least properties get a premium rate for these rooms. Articles have been published that guests are willing to pay a premium for allergy-friendly and chemical freerooms. Creating an allergy-free or chemicalfree room can be anything from an all-encompassing program requiring certification by a third-party to ensure

the room is meeting requirements, to simply providing the guest with a feather-free pillow. Costs range from a couple thousand dollars per room to just several dollars for new encompassing pillowcases and bed coverings. But chances are, guests requesting chemicalfree rooms will want something more substantial than a couple of new pillowcases and bed casings. There is a middle ground that can be implemented with little cost. Why not allocate some rooms for chemical-free cleaning only. In addition to using featherfree pillows, incorporate hypoallergenic bed and pillow covers. The use of sealed HEPA vacuums in these rooms also

helps. Also, use ozone generators to kill pathogens in the air and aqueous ozone cleaning products to clean and sanitise the rooms without chemicals. Many properties already have ozone generators that turn smoking rooms into non-smoking rooms. Simply employ that same device to further sanitise an already smokefree room. Ozone machines that guest room attendants use to replace cleaning and sanitising chemicals are economical to the point that many properties are cleaning and sanitising all their rooms without chemicals. The fact is that chemical-free rooms can be just as inexpensive to maintain as rooms cleaned with conventional chemistry. For example, many HEPA vacuums can be purchased now at the same price as a conventional vacuum. Chemical-free, aqueous ozone machines replace glass cleaners, bathroom sanitisers, mould removers and other chemical-based products. Remove all

those items off the housekeepers cart and you can see how the costs fall. As an additional benefit, ozone sanitises as it cleans. So, now that bathroom mirror is not only clean – it’s sanitised. From economical motels to high-end resorts/ spas and college dorms, this concept is gaining acceptance at a rapid pace. The largest properties in the world have seen the benefits of offering a chemical-free alternative to the point that they have employed the program to all rooms. One of the most important points often overlooked is to make sure you acknowledge your guest’s request by leaving them a simple note or tent card in the room that their room was cleaned chemicalfree. Guests appreciate that their request was addressed and as a result, are more likely to re-book at the same property. Be sure everyone at the front desk and whom handle reservations know that the property offers chemicalfree rooms.

Too often, uninformed reservation and front-desk clerks simply forward these requests to the housekeeping department. It is much more effective if the guest’s request can be answered the first time they ask. The guest will feel reassured if their request is addressed at the time of booking and acknowledged with a tent card or note when they check into their room. Motel owners would better serve their guests if they offered chemical-free, allergy-friendly rooms. It’s a request properties already get on a weekly basis and the costs are low. We are in the service business so why not give the customer what they want? And the costs are so low there is no reason why every property cannot answer the need. n

Brad Lucas has 25 years experience in the sanitary maintenance industry.

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NO classroom time = NO time away from the business Becoming an NSPI Accredited Specialist, or employing NSPI Accredited Specialists tells your clients that an independent industry body says you really know what you are doing. NSPI Accredited Specialist status is a great marketing tool, as NSPI Accredited Specialists:  Can use the NSPI Accredited Specialist logo on marketing and advertising,  Are given badges for their work shirts, and  Stickers for the company car and premises,  Are listed on the Accredited Specialist Register at www.nspi.com.au. Courses available in:

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Go to www.nspi.com.au to see the full range of courses and find the course that suits you

 w w w. n s p i . c o m . a u  0 7 3 2 5 2 6 7 0 2 mo |

Vol 12 No. 2 |

Pool power By hEdGIE GuNdRY

The latest generation of pool equipment products are setting benchmarks when it comes to energy efficiency. But by making sure each piece of pool equipment works together in harmony, pool owners can reach an entirely new level of energy efficiency which is good news for your household budget and the environment. 68 |

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ver the past 10 years, developments in pool equipment technology have followed the wider consumer electronics trend, pushing towards higher levels of energy efficiency. But unlike other market sectors, the swimming pool industry does not have a mandatory star rating or energy labelling scheme in place, so at times, it can be difficult to know where to start. In order to make the process easier, the large pool equipment manufacturers such as AstralPool and Waterco have

launched new, highly efficient sustainable pool product ranges which, when installed holistically, maximise energy savings and reduce operating costs. They can also help you save thousands of litres of precious pool water each year. Pool owners are increasingly looking for ways to save energy, water and time when it comes to selecting the right pool equipment, explains Bryan Goh, group marketing director, Waterco Ltd. By combining and operating energy efficient products in the right way, the benefits are enormous.

First things first According to Bryan, before even considering which energy efficient pump and filter combination to install, you need to ensure that your pool’s recirculation, plumbing and filtration system is as hydraulically efficient as possible. This is because a hydraulically efficient system requires a smaller pump and can be operated at lower, more energy efficient flow rates without affecting the quality of the pool water. Your filtration set up needs to be well thought out and fitted with the appropriate connections to minimise restrictions and friction loss. Your pool builder should take care of this, however, at a minimum, you need to make sure that you have adequate intakes and returns, and adequate sized piping with minimum bends, Bryan says.

Filtration While granular filters have dominated the Australian pool market for many years,

cartridge filters are now often the most popular choice, thanks to their real energy and water saving efficiencies. Cartridge filters operate effectively combined with a low pressure pump because, unlike granular filters, they do not require high pressures for backwashing. Lower, more energy efficient pump speeds mean you use less electricity. And not only that, the lower the pump speed, the quieter the pump, which means you can run your filtration system during the night, without disturbing the neighbours, and make the most of your off peak electricity tariffs. Other emerging energy efficient filtration technologies include a pipe-less filtration system from French manufacturer Desjoyaux. The patented combined filtration and pump unit can either sit on the edge of the pool or be built-in, provides effective filtration in only two hours and requires no backwashing.

Smart automation Advances in pool automation technology mean that you can, quite literally, control your pool’s operation with the touch of a button. And automating your pool is a key consideration when looking to reduce your pool’s operating costs. Terry Hunter from Pool Controls says that by automating a pool, the running times of equipment can be strictly controlled so that only the minimum amount of energy is needed. Advances in automatic water management controllers, which combine sanitation and pH controllers with versatile timers to control your pool’s filtration system and even lighting, mean that you can now also maintain your pool more quickly and energy efficiently. Using a modern chemical dosing system such as the Pool Controls Chemigem allows you to limit the filter operation which reduces operating times and therefore running costs, says Terry.

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tOp tIps fOr AN ENErgy EffIcIENT POOL Filters: When building a new pool, connect your filter to an economy tariff and you could save significant dollars. Check with your local pool shop about how long you should be running your filter for. Run time varies according the pool size, use and other factors like the amount of debris in the water. Pool pumps: You can save energy and maintain a comfortable swimming pool temperature by using a smaller, higher efficiency pump and by operating it less. A variable speed pump can help you make big savings on your pool running costs. Pool automation: An intelligent pool controller provides optimum year-round efficiency, ensuring your pool pump and other equipment are only running as much as needed. It helps to install a timer to activate your pump for several short periods each day. Chemicals: Changing when chemicals are added to the pool can also help increase energy and cost efficiency. Whenever possible, chemicals should be added at night after the sun has gone down. This reduces the amount that evaporates due to heat and sunlight. The pool pump can also be used to distribute the chemicals while it is already on for cleaning. This saves on the amount of time that the filter has to run. Cleaners: Consider a next generation robotic pool cleaner for maximum water and energy savings. Heaters: Consider a high-efficiency gas, solar or heat pump solution. Solar heaters provide energy efficiency and reduced operating expenses. Heat pumps will also cut down on energy costs and operation costs. Covers: Use a pool cover and you could reduce your heating costs by up to 50%. Lights: LED lights have a lifespan of decades and significantly improved energy efficiency over halogen.

A Chemigem can completely sanitise a pool in around 20 minutes. Combined with an efficient filter and cleaning system, good quality water can be achieved with modern equipment in only a few hours each day.

Next generation cleaners Another big leap forward in terms of swimming pool energy efficiency is the new generation of robotic pool cleaners. Not only do these cleaners use significantly less energy than pressure pool cleaners, up to 90 per cent less in some cases, the latest models act as micro filters, circulating the pool water, reducing filter maintenance and saving precious water and pool chemicals.

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Heating efficiency

Low cost lighting

Advances in solar and heat pump swimming pool heating technology also mean that it is now possible to extend your swim season, or even swim all year round, thanks to the minimal operating costs involved. Even the latest gas pool heaters are considerably more energy efficient than their predecessors. One good energy efficiency heating tip is to also check that the return piping from your pool heater is either insulated or buried in the ground to minimise heat loss. Finally, using a pool cover is also one of the best things you can do to maintain and safeguard the temperature of your pool water during the swim season.

LED pool lights have been on the market for a while now and are proving to be the popular choice when it comes to energy efficient pool lighting. LED lights are at least 30 per cent more efficient than the halogen equivalents and have a rated lamp life of 50,000 hours compared to only 2,000 hours. LED coloured lights such as the Pool Controls AquaDelights do not require plastic filters and instead use a mixture of red, blue and green LEDs, says Terry from Pool Controls. And whereas halogen lights act like spotlights with a concentrated beam, LED lights seem to have a dispersed light that is more illuminating. n

S AV E T I M E , WAT E R A N D E N E R G Y

Watercoâ&#x20AC;&#x2122;s EnviroPro range: pool equipment that not only maximises your time in the pool, but also delivers energy efficiency and water savings Watercoâ&#x20AC;&#x2122;s pre-filter MultiCyclone technology not only allows you to save thousands of litres of water per year, it also reduces your filter maintenance. Or for the ultimate convenience and maximum water savings, the MultiCyclone Plus is an easy to use, highly efficient centrifugal filter and cartridge filter all in one. The Hydrostorm ECO pump uses up to 70% less electricity than a regular pump, you can also switch to off peak electricity tariffs at night due to its quiet operation, saving you even more on your energy bills.

The Micron ECO allows you to enjoy the convenience of backwashing your pool, whilst using 30% less water. Its hydraulic efficiency facilitates the use of energy saving pumps. The Opal XL cartridge filter eliminates backwashing, saving you water. Its oversized filter cartridge, minimises filter maintenance. Admiral robotic pool cleaners, ensures your pool will be sparkling and effortlessly clean using less power than required to illuminate one halogen pool light.

NSW - Sydney QLD - Brisbane VIC/TAS - Melb

The Zane Solar Gulfpanel and the Electroheat heat pump not only enable you to save on your energy bills, you can extend your swim season conveniently and cost effectively. The BriteStream Multicoloured LED lights not only look great, but they operate on a mere 15% of the electrical power required for the halogen equivalents.

Tel: +61 2 9898 8600 Tel: +61 7 3299 9900 Tel: +61 3 9764 1211

WA - Perth SA/NT - Adelaide ACT Distribution

Tel: +61 8 9273 1900 Tel: +61 8 8244 6000 Tel: +61 2 6280 6476

www.waterco.com mo | Vol 12 N 2 | 71 o.

Firing on all cylinders By GRace laKiS

Keeping your pool sparkling clean doesn’t have to be as cumbersome as you might think. Granted all pools are different, as are their maintenance needs but they do share one key thing in common: the secret to their health and longevity is routine.

ust like your car needs regular servicing, so too does your swimming pool. And, while all car owners are capable of checking tyre pressure, radiator water and oil levels, they usually leave the full service to a professional mechanic. While it is easy to look after your swimming pool if you have adequate tools, equipment and basic knowledge of water chemistry, the biggest challenge pool owners face is that most consider clear water to equal clean water and this is not always the case, says Michael Griffiths from swimming pool and spa specialist group Swimart. Regular maintenance of your pool and its equipment will ensure it is always working at optimum level, Michael says. This also allows you to correct or repair any parts that are failing before the whole unit requires replacement. Pool care experts provide valuable information to ensure owners are aware of what to inspect between each service visit, like measuring the pH, checking chlorine levels, and adjusting total Alkalinity. Then, when the technician visits, they can check that water chemistry is balanced and also review the equipment and accessories, like ensuring the hose has not developed a memory and is therefore not stretching out to reach the ends of

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the pool, looking at the speed of the cleaner, and adjusting the skim troll plate for adequate suction and reduce sticking, Michael explains. Michael says that winter provides the best time to do the yearly job of degreasing your sand or cartridge filter. Our technicians often come across filters that are not operating efficiently, requiring more frequent backwash cycles due to a build up of waste within the filter that is not removed by the general backwash, he says. Soaking the filter (sand or cartridge) in filter degreaser and rinsing thoroughly will also prolong the life of the filter media and reduce chemicals required. Pool technicians commonly check and clean the cell on the salt chlorinator or probes on the liquid feeders, making subtle adjustments to ensure adequate sanitation (depending on the weather and season) and reducing the expense on salt/chlorine and added chemical adjustments if the pool is overdosed. They’ll also check the pressure on the filter gauge and backwash if required. They also check alkalinity, do algae prevention and calcium levels.

Common pool problems One of the most common professional pool care requests is for sand filter changes or filter media clean/degreasing. Other issues such as chlorinator cells, leaks in cell housing, leaking mechanical seals on pumps, leaks at the spider gasket on the filter multi-port valve and leaking/ blown lights also are common occurrences that service technicians are called to site for. We always advise that if you suspect any leak then have it inspected straight away, says Michael. Recent weather patterns have caused ground movement in a large number of properties, leading to higher levels of evaporation caused by cracked pipes.

Robotic and suction cleaners don’t require any maintenance but you do have to remove the filter bag and give it a good clean in order to maintain optimum suction pressure, advises Bryan Goh from Waterco. If you suspect your cleaner isn’t working as efficiently as it used to, take it back to the retailer who should be able to service it properly. Bryan says that some surfaces such as Pebblecrete, Quartzon and other textured surfaces can wear cleaners out a bit quicker.

Smart pool systems There’s all this talk these days about variable speed pumps being the answer but it’s much more ideal to have a system that only needs to come on for one hour a day instead of eight, says Liz Hollingdale, Director of Pool Controls. Pool Control’s flagship product, the Chemigem D10 Auto Management System, is a chemical feeder controller that works whenever your pump is running. Chemigem tests the water continuously and can add chemicals over 30 times each hour, Liz explains. It measures pH (a measure of the acidity of the pool water) and ORP (Oxidation Reduction Potential, a measure of the level of effective chlorine in the water). It is important that both pH and ORP are maintained within a safe range. With a Chemigem, Liz explains, the hit and miss methods of dosing by hand are a thing of the past. Pool water chemistry is regulated automatically, providing consistent levels of water sanitation at very precise doses while using far less chlorine and acid, she says. This means you get a better result, and save money. It’s important to note that while quality controllers are calibrated to manufacturers’ standards prior to leaving the warehouse,

they can become out of whack due to different pH levels in town water sources. To check that the device is accurately reading your pool’s chemistry, conduct a manual pool test using a quality home kit. If the Total Bromine, pH, Total Alkalinity and Total Hardness results vary significantly from the controller, it may be time to contact the retailer or manufacturer and discuss re-calibrating the device. Alternatively, you can always take a sample down to your local pool shop to get the water accurately tested. People do need to understand that there is a range of test kits on the market that do vary in quality and accuracy, Liz adds. Most also have a limited shelf life so it’s important to check the use by date before conducting the test.

DIY Poolcare Today’s technology means that, if someone wants a pool that is as low maintenance, they can; however, they still have a mandate to keep an eye on it, says Cameron Leth

from Polar Pools. Swimming pools need regular maintenance to prevent small issues blowing out into big ones. Here, Cameron lists the essential jobs required to keep your investment in tip top condition year round.

Weekly: 30 mins

Take a water sample to your local pool shop for in-depth testing

Seasonally: 60 mins Some systems like auto pH and chlorine dosing units need calibrating Give waterline tiles a decent scrub

Empty skimmer and pump boxes

Annually: 60 mins

Check lint pot to see if it needs emptying

Recalibrate automatic pH and chlorine dosing units

Conduct a chemical test Vacuum pool (if you don’t have an in-floor cleaning system) and scoop the surface of the pool Pull the blanket over the pool when it’s not in use

Monthly: 45 mins Brush down pool walls at least once a month Check sand filter to see if it needs backwashing or cartridge filter if the cartridge needs cleaning or replacing

Check salt sell in chlorinator to ensure there are no calcium deposits n

This article provides general information and you should check with your state health department regarding any specific requirements for monitoring your pool water. Please also see the state building code regarding mandatory fencing and safety. This article is courtesy of Pool & Spa Essentials.

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mo Product News Enzyme Wizard Cleaning Up Australia

n what is a significant market trend and one that reflects the move to sustainability, increasing numbers of major city CBD sites are adopting ‘chemical-free enzyme cleaning’.“The use of enzymes to clean is not new in the industry but in the past has not been totally successful,” explained Clearchoice Products’ principal John Spiers. “The main reason for this is because different strains of enzymes when put together in a formula attack each other rather than the dirt.“However, Melbourne manufacturer Enzyme Wizard has the technology that allows the different enzyme strains to co-exist together in the same formulation. Consequently, the enzymes can identify all various types of dirt and work together in a positive way to maximize the results. Enzyme Wizard Directors Jamie Flinkier and Raymond Subel have been demonstrating the Enzyme Wizard range to a large number of cleaning companies and institutions over the past two years. It’s said their company’s range has been ‘widely accepted in the Victorian

market as the way of the future in chemical free cleaning’. Some six months ago Sydney’s “BSC Ezko Property Services” conducted trials using Enzyme Wizard products on Sydney CBD sites… and it found clients were very receptive to the trials and to their results. “It has two main products to clean most surfaces and is chemical free. Ezko embraced the new system where only the enzyme and micro fiber cloth are used to clean saving time and money,” Spiers explained, Ezko’s contract manager Harkan Hasam, who oversaw the trials said, “all the applications were better than what was expected. All the cleaners using the product were also very happy as there was no need for colour coding because there are only two products used, one for the floor and one for all the surfaces above the floor.

There is also a specific Enzyme Wizard range that tackles jobs such as carpets; mould and mildew; and internal drain cleaning i.e., urinals and grease traps. To top it all Enzyme Wizard in July of this year was awarded DFE (design for the environment) status by the EPA in the USA, which is indicative of its commitment to bringing green cleaning technology to the Australian market. For more information please visit enzymewizard.com.au

“It is so easy to use and because it is chemical-free, there is no danger to our cleaners in relation to spills or accidental mixing of harsh chemical. They love using it.”

Centium Software announced winner in prestigious State & National 2011 iAward

ustralia’s three peak IT industry bodies: The Australian Computer Society (ACS), Australian Information Industry Association (AIIA) and the Pearcey Foundation announced the winners of Australia’s premier technology awards program, the 2011 iAwards, on Thursday night, 4 August.

Brisbane-based Centium Software won the National Tourism and Hospitality company category award for technology innovation with its newly released GuestPoint® property management software for small to mid-sized accommodation properties. Centium won the Queensland State iAwards in July 2011 and went through to win the National iAwards last week. The 2011 iAwards honours both companies at the cutting edge of technology innovation as well as leading professionals across the industry. Most importantly, the iAwards honours the achievements of home-grown Australian innovators with a clear view of companies leading ICT in Australia and the quality of innovation being produced. “Winning the iAward for our GuestPoint® software gives us confidence that our innovations are of real benefit and give us great credibility as we go into international markets,” Centium’s CEO Trevor Gardiner said. GuestPoint® won the national iAward for a number of key innovations including hybrid sync technology that lets regional small accommodation properties compete and sell their inventory real-time online yet manage all of the back of house functions locally. Other innovations include guest relationship management, a secure credit card vault and other features geared specifically for small regional properties. “GuestPoint® is all about empowering small properties with the tools to efficiently and easily manage their online and offline business in one simple system, without duplicated effort,” Mr Gardiner added. In November, Centium Software will join other National category winners to represent Australia in the Asia Pacific ICT Awards (APICTA) being held in Bangkok. For more details please contact Chantal Mortimer, Director of Marketing c.mortimer@centiumsoftware.com or www.centiumsoftware.com/guestpoint

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mo Product News An Holistic Approach With energy efficiency, water conservation and convenience top of mind for most new pool owners, Waterco has introduced its sustainable EnviroPro range.

cost effective way to help environmentally and budget conscious pool owners save water and energy and also reduce the time required to maintain their pool.

This is an holistic solution and is designed to address three key areas, energy efficiency, water conservation and convenience. The new EnviroPro range consists of a select number of Waterco’s high quality, energy efficient and award-winning water saving products, from the latest energy efficient pool pump, MultiCyclone pre-filter, cartridge and granular filters, to the latest LED lights, solar pool heaters and robotic pool cleaners. With the low flow Hydrostorm ECO pump, which already uses up to 70% less electricity than a regular pump, you can switch to off peak electricity tariffs at night due to its quiet operation, saving you even more on your energy bills. Pool water clarity is also improved, due to slow flow and better filtration. By combining the energy efficient Hydrostorm ECO pump with an Opal XL cartridge filter, (rather than a standard granular filter), you eliminate the need for regular backwashing saving you both water and energy. Or you can you can combine the Hydrostorm ECO with the new Micron ECO granular filter, which still allows you to enjoy the convenience of backwashing your pool, whilst using 30 per cent less water than a standard granular filter.

With the Zane Solar Gulfpanel and the Electroheat heat pump, not only do you save on your energy bills, you can extend your swim season or even swim all year round, conveniently and cost effectively. And the BriteStream Multicoloured LED lights not only look great, but they operate on a mere 15% of the electrical power required for the halogen equivalents. Whilst highly effective in their own right, these products combined and operated in the right way enable pool owners to reach the highest levels of sustainability. Key benefits of the EnviroPro range With the unique pre-filter MultiCyclone technology, not only do you save thousands of litres of water per year, it also takes less maintenance time to clean your filter and extends the life of your equipment. Or for the ultimate convenience and maximum water savings, the MultiCyclone Plus is an easy to use, highly efficient pre-filter and cartridge filter all in one. With the new Admiral, Waterco’s new range of next generation energy efficient robotic pool cleaners, your pool will be sparkling and effortlessly clean in less than three hours, using only 80 watts of power, which is less power than required to illuminate one halogen pool light. For more information please visit: www.waterco.com.au, email us: vic.sales@waterco.com or call our friendly team on (03) 9764 1211.

Ozone in Laundry

iven our current climate of escalating electricity and gas prices, it’s no surprise that Hospitality organisations are looking at ways to lower their operating costs.

Something that few people are aware of is that at least 30% of their entire electricity consumption comes from their laundry. For this reason 500 facilities Australia-wide have adopted Ozone systems such as EnviroSaver to their wash process in order to lower costs. Sometimes called “activated oxygen”, Ozone (O3) contains three atoms of oxygen rather than the two atoms we normally breathe. Ozone is the second most powerful disinfectant in the world and can be used to destroy bacteria, viruses and odours, but quickly reverts back to oxygen after it is used, making it an environmentally friendly oxidant. When used in a laundry application Ozone disinfects the wash water and everything in it. Because this is achieved in cold water, it results in dramatic utility cost savings, and can be fitted to any existing programmable washer, meeting the AS4146-2000 Australian Standard.

In conclusion, Ozone is an environmentally-friendly, cost-effective and highly efficient addition to any laundry facility.

The following graph shows how a typical facility can benefit from an Ozone system in their laundry.

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mo Product News InnQuest

nnQuest Australia is a totally owned Australian Company and has had the Franchise for roomMaster 2000 for over ten years. From Australia, InnQuest Australia has dealers in Cambodia, Malaysia, New Zealand and Vietnam. We provide full installation and on-site training. We also provide full 24/7 support

A complete audit trail is maintained for all financial transactions with time, date, shift, station and Clerk ID. A change journal is maintained to track all modifications to reservations and folios. You’ll always be able to determine “who, what, when, where” for any change in roomMaster 2000. Credit card security is maintained in a twopronged approach: roomMaster 2000 functions limit clerk access to sensitive guest credit card information, and the integrated credit card module meets all industry requirements such as PCI-DSS and PCI PA-DSS.

In this day and age, security is increasingly becoming a top priority for any business software system. roomMaster 2000 provides you with the tools to maintain a secure environment for your financial information and your sensitive guest information.

Get On-Line! roomMaster 2000 will help your business get on line in two distinct ways. Firstly using roomMaster.net, InnQuests own online booking engine.

roomMaster 2000 always retains all your data on your own server. It’s not in a ‘Cloud’ or hosted on some third party server. Everything is totally secure. Even your own Booking Engine is hosted by you. Consider these security points:

roomMaster.net eliminates all manual staff intervention until the guest arrives at your door. You will no longer need to confirm a booking, manually bill a deposit or ever hand-key in a reservation from an e-mail message again.

User profiles limit each clerk to specific program functionality and reports. Accounting security is available to lock classes of users out of specific types of transactions, such as voids and refunds.

Your guest can make their entire reservation quickly and completely from start to finish. Travel and booking agents will also be able to book their own reservations and utilise special rate codes.

roomMaster.net also has an add on, called IQAnywhere which is perfect for viewing all your Hotels details, including guest details right on your web enabled device, like IPhone, or I pad. The second feature is IQ-Worldlink This interface will automate the importing of reservations from your GDS Company, keep rates and inventory in-sync and manage hotel booking rules. This unique interface was designed with an open architecture allowing an unlimited number of connections to different vendors (GDS, CRS, PMS) at the same time. which allow you to link to all the major GDS companies, such as V3, Levart, Siteminder, Expedia, TravelClick Sabre and Synxsis and many others. At InnQuest Australia, all of our staff has had many years of operational experience either running or working in Hotels and Motels. roomMaster comes in various editions, right from a ‘starter’ edition to a full featured SQL based version. roomMaster 2000 and InnQuest Australia provides a winning formula!

Centium Software & SiteMinder Integration C

entium Software and SiteMinder are pleased to announce the completion of the integration between GuestPoint®, Centium’s award winning PMS, and SiteMinder’s Channel Manager.

SiteMinder’s Channel Manager Product has led the way in seamlessly integrating online booking sites to a number of leading PMS’s, which now includes GuestPoint®. For the accommodation provider this means that live availability and rates are automatically sent from GuestPoint® through to the online booking sites, via SiteMinder, so that online inventory is always in line with rooms available. And, reservations from booking sites are automatically captured by SiteMinder directly into GuestPoint® with no manual entering of reservation e-mails required. GuestPoint® is an easy to use accommodation management solution, streamlining every step from reservation to guest check-out, designed for small to mid-sized motels, boutique accommodation properties, B&Bs, Guest Houses and Farm Stays. GuestPoint® won the 2011 iAwards for technology innovation in the tourism and hospitality category.

www.centiumsoftware.com/guestpoint/intro

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Specifically ith the deSigned w tion accommoda induStry in mind

• Latest technically advanced commercial beds in Australia • Obligation free quotations • Competitively priced mattresses & bed ensembles

• Range of 4 or 5 star models • FREE optional waterproof • FREE upholstered base – choice of 6 colours

1800 656 612 info@expressoservices.com.au www.expressoservices.com.au