Motel Owners Journal 2017 by Adbourne Publishing

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Volume 17 No 1

motel owners Journal THE AUSTRALIAN

Cairns Sheridan Hotel

AAoA partners with the Australian Motel Owners’ Journal Property Management Software (PMS) through the ‘cloud’

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Contents

16 5 Message from the Publisher 7 Message from the Minister for Trade & Investment

8 The importance of regional tourism 11 The Accommodation Association of Australia (AAoA)

14 Garbage in, garbage out 16 Sustainable or not? 18 Accommodation distribution in an ever changing world

20 Is service a casualty of profit? 27 The art of telephones 28 Motel tales 31 Book a motel 35 Good service starts with breakfast 37 Hospitality’s in the genes for Mary

38 Girl from the Gong sets deep roots in

68 Additional benefits of robotic pool

Goulburn

42 Why you should switch to microfibre 44 How safe is your cleaner? It’s time to raise the benchmark!

46 Property Management Software (PMS)

cleaners

70 Energy saving pool heating solutions

73 Managing with new energy pricing 76 Automation of chemical dosing and

through the ‘cloud’

48 The new world of customer service 51 Maintaining carpet and saving money

water chemistry testing

Product News

in the process

54 Manual handling and lower back pain 56 Is that really clean? 60 Are we the culprits? 62 Permission to lead... 64 How often do you check your website?

66 Water hygiene in pools and spas

PP 324494/00039

Volume 17 No 1

motel owners Journal THE AUSTRALIAN

Front Cover: The Cairns Sheridan Hotel

Cairns Sheridan Hotel

AAoA partners with the Australian Motel Owners’ Journal Property Management Software (PMS) through the ‘cloud’

Scan here & view the magazine online NOW or visit www.adbourne.com/motel

Advertising Sales

Adbourne PUBLISHING

PO Box 735, Belgrave, VIC 3160

www.adbourne.com

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: Tarnia Hiosan Tel: (03) 9758 1436 Email: admin@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.

motel owners Journal THE AUSTRALIAN

Messages

Message from the Publisher

Motel Tales »» Story on page 28

elcome to the Motel Owners’ Journal.

As 2017 draws to a close, I’d like to thank all of our contributors for sharing their expertise. A great network of industry leaders put this journal together, and we look forward to building on our work again next year. In this issue we have a wide range of tips and ideas on offer to help you make the most of your property. Inside is a special feature on regional tourism. Whether it is boutique wineries, spectacular coastline, or the beauty of the bush – more tourists are heading off the beaten track. 43 cents in every tourist dollar is spent outside of the capital cities and the Gold Coast. The majority of this money comes from domestic travellers, with most international visitors staying in the city. In the article, we tell you the nationalities most likely to venture outside the big smoke, and the types of accommodation most popular with visitors. Barbara Sargeant is a very well known Executive Housekeeper and consultant, having worked in some of Australia’s finest 5-star hotels for over 40 years. Now retired and travelling around Australia, staying in many motels, she gives us some very interesting reading on what she has seen and found during her travels throughout this wonderful country. Like all businesses, motels utilising modern technology – be it for bookings,

accounting etc – will stay ahead of the game. We have numerous articles discussing various options in regards to PMS and it’s best use. We have stories on 2 new businesses hoping to make life easier and safer for you, along with information about a new book called Motel Tales that ex-owner/ operator Felix Shamgar is putting together. Looking ahead, we are currently piecing together a new partnership with the Accommodation Association of Australia – an organisation with 50 years of experience advocating for the local accommodation sector. The AAoA has contributed a number of articles to this journal, with its personnel heavily involved and experienced in the industry. We hope to develop our partnership in 2018. For those readers receiving this for the first time online, we also publish a hardcopy version of Motel Owners Journal. If you would like to receive the magazine in hardcopy, please send us an email and we will add you to our mailing list. For now, thank you again to everyone whom writes for us, and to those who enjoy what we provide. Our aim is to assist your business by offering the right expertise from the right people. We hope you enjoy this issue. Regards Neil Muir

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motel owners Journal THE AUSTRALIAN

Message from the Minister for Trade, Tourism & Investment

t is a great time to be part of Australia’s thriving tourism industry.

The tourism industry is essential as we diversify our economy and transition from the mining investment boom. The Australian tourism industry employs almost one million people, equivalent to one-in-13 Australian workers. The Turnbull Coalition Government recognises the importance of the industry as a major driver of Australia’s economy. We are committed to supporting you, the industry leaders, to continue to improve the competitiveness of our vibrant tourism industry. This year we have seen significant growth in the number of overnight stays in motels, hotels, resorts and motor inns, and new records for international and domestic tourist spending. Your efforts have no doubt helped Australia welcome a record number of visitors who are staying longer and spending more. In the year ending June 2017, a record 8.54 million international visitors spent $40.6 billion during their stay in Australia. In addition to this, Australians spent a record $62.6 billion holidaying at home, up seven per cent on the previous year. During this same period, and perhaps most importantly for the accommodation sector, visitors spent 115 million visitor nights in motels, hotels, resorts and motor inns. This is seven million more nights than the previous year, a seven per cent increase. In pure economic terms, China is Australia’s most valuable tourism market, representing almost one-quarter of total international visitor trip spend. Designating 2017 as the Australia-China Year of Tourism has also helped boost visitor numbers to 1.2 million and spending to $9.8 billion, both increases of 10 per cent. Additionally, in the last financial year, we have seen double digit growth in visitor arrivals across nine of the top 10 Asian markets. The US market has been another key driver of growth in visitor numbers with Australia welcoming 706,000 US visitors, a 14 per cent increase. The global tourism market is a competitive industry and, to ensure Australia attracts more visitors, the Turnbull Coalition Government has implemented a range of different initiatives, including visa reform, increased aviation access and new investment to facilitate continued growth. I want to thank Australia’s motel owners for the enormous contribution you make to tourism, which is so important for the prosperity of our nation. The Hon Steven Ciobo MP Minister for Trade, Tourism and Investment

Articles

The importance of regional tourism TOURISM RESEARCH AUSTRALIA

Tourism is an important contributor to Australia’s economy, and continues to grow rapidly.

cross Australia, there are almost 280,000 businesses supported by the industry. Tourism also provides jobs to 580,000 people – equal to 1 in 20 Australian workers. As an industry, tourism’s $53 billion contribution to gross domestic product (GDP) in 2015-16 was greater than that of the agriculture, forestry and fishing, and utility (electricity, gas, water and waste water services) industries. Growth in the industry is being driven by strong increases in tourist spending. In 2016-17, tourists spent $123 billion across the Australian economy, up almost $7 billion on the previous year. Much of this growth was from the overnight sector, with overnight domestic spend increasing 6.6% and international visitor spend increasing 6.5% to $40.6 billion. The average international visitor spent 34 nights in Australia, with an average trip spend of $5,159. In comparison, the average spend by domestic overnight visitors was $668, for an average trip length of four nights. Unlike many other industries that are concentrated in geographic pockets, tourism and its economic benefits are spread across all of Australia’s cities and regional areas.

Where do tourists go? It is no surprise that New South Wales receives the greatest number of tourists of all states and territories, being Australia’s most populated state, as well as home to some of our iconic attractions and busiest international airport. In 2016-17, New South Wales received 52% of international visitors, 32% of travellers on domestic overnight trips, and 30% of travellers taking domestic day trips.

Figure 1. State share of tourism expenditure, 2016-17

The regional story While our capital cities are a focal point for visitors, there is continued interest in Australia’s regional areas, with 43 cents out of every tourism dollar spent outside of the capital cities and the Gold Coast. This is largely a result of Australian travellers, who typically spend more of their holiday dollar in the regions than in capital cities (Figure 2). In 2016-17, there were 59 million domestic overnight visitors to regional Australia, with a total spend of $32.3 billion – an average of $546 per visit.

This higher level of visitation translates into greater spend, with New South Wales attracting $33.2 billion in tourist spend in 201617 – 30% of the national total. Victoria and Queensland followed, with $25.2 billion and $24.9 billion, respectively. Despite more than three-quarters of all spend occurring along the eastern seaboard, all states and territories benefited from at least $2.5 billion in tourism expenditure, annually (Figure 1). Figure 2. Share of regional expenditure by visitor type, 2016-17

motel owners Journal THE AUSTRALIAN

In contrast, only about one-sixth of spend by international visitors was in regional Australia. Capital cities attract greater international spend, predominantly due to ease of access and proximity to international airports. First-time visitors, in particular, are more likely to travel to large cities than regional areas. However, the number of international visitors travelling to regional areas has steadily increased since 2010–11, reaching 2.8 million visitors in 2016-17. This provides a substantial economic boost to regional communities, with the average international visitor to regional Australia spending $1,579, for a total spend of $4.5 billion. The nationalities of our international tourists also influence regional visitation. In terms of absolute numbers, international visitors from New Zealand were the most common visitors to regional Australia (388,300 visitors), followed by those from the United Kingdom (360,600 visitors) and China (354,300 visitors). However, visitors from Switzerland were the most likely to disperse from the capital cities, with 73% venturing into regional Australia. Visitors from the Netherlands (68%) and Germany (68%) followed closely. Dispersal among Asian visitors was far lower, with the Japanese being the most likely to visit regional Australia of all the Asian markets. Figure 3. Propensity to disperse to regional Australia by market, 2016-17

While commercial accommodation is generally associated with hotels, motels and resorts, these accommodation options only accounted for 19% (29 million) of international nights in regional Australia. A significant number (14 million nights) were also spent in rented houses and apartments, while 4.8 million nights were spent in backpacker accommodation or hostels (9%). The apparent popularity of rented houses and apartments is due to visitors typically staying in these forms of accommodation for longer periods. An international visitor staying in an apartment will spend an average of 95 nights in this accommodation compared with 7 nights for those staying in a hotel, motel or resort. For domestic travellers, hotels, motels and resorts remained the dominant category in commercial accommodation, accounting for 45% of domestic nights.

About Tourism Research Australia This article was prepared by Tourism Research Australia (TRA). TRA is Australia’s leading provider of quality tourism intelligence across both international and domestic markets, equipping industry with information to strengthen their marketing and business decisions. Data produced by TRA underpins government tourism policy and helps improve the performance of the tourism industry for the benefit of the Australian community. TRA’s team of research analysts, forecasters, economists and communication professionals produce robust tourism research and analysis, including: • r esults from the International Visitor Survey (IVS) and National Visitor Survey (NVS) •S tate of the Industry report, which assesses the current performance of the tourism industry and the emerging trends that will affect the industry • k ey information about travellers, including demographics; expenditure; places visited; activities; accommodation; and transportation • f orecasts of tourism activity for the next ten years • tourism businesses and employment data

Accommodation In 2016-17, overnight visitors spent a total of 604 million visitor nights in Australia, with 45% (or 269 million) of those nights spent in regional Australia. Around 47% of visitor nights in regional areas were in commercial accommodation, compared with 54% for capital cities (Figure 4).

• e conomic impact data • r egional expenditure data. TRA provides a range of free data and publications at tra.gov.au, but our research analysts are available to customise data if your needs are more complex – contact Statsline at tourism.research@tra.gov.au. Please note that fees may apply.

Figure 4. Share of nights in regional and capital cities by accommodation type, 2016-17

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motel owners Journal THE AUSTRALIAN

The Accommodation Association of Australia (AAoA) is pleased to partner with the Australian Motel Owners’ Journal

For those not familiar with the Association, we are a 100% member-owned, not-for-profit organisation that has been protecting and strengthening business in the accommodation sector in Australia for 50 years.

ur membership comprises hotels, motels, guesthouses, serviced apartments, B&Bs and caravan parks in metropolitan, regional and rural Australia. If you are an operator, owner, franchisee or general manager of a regulated accommodation business in Australia then we are your industry Association and we welcome you to join us.

Advocacy The Association works on behalf of members to gain a better outcome for the sector and industry advocacy is critical to our members’ success. We consistently advocate for better outcomes on four key areas affecting your business: »» Taxation »» Employment »» Demand drivers »» Regulation

Members’ only services and benefits Our members have access to a wide range of benefits and services that are specifically tailored to the needs of accommodation operators. These are offered to our members at either a discounted rate or as part of their membership such as unlimited industrial relations advice. For more details visit our website at www.aaoa.com.au

News

New National Membership Manager for the AAoA Team

he Accommodation Association of Australia is looking forward to the year ahead with the recent appointment of Michelle King as its National Membership Manager. Michelle says that she is “looking forward to the opportunities that lie ahead as the newly appointed National Membership Manager of the Accommodation Association of Australia.”

“I am thrilled to join an organisation with such an outstanding reputation as the Accommodation Association, the peak industry body in the accommodation sector which includes caravan parks, hotels, serviced apartments, integrated resorts and motels in metropolitan, regional and rural Australia.” Michelle is responsible for growing the membership base; sourcing sponsorship opportunities and servicing the needs of the Association’s members across Australia. Over the past 25 years, Michelle has enjoyed a very successful career within the hospitality and tourism industry at a State and national level and overseas. She started her career as a sales executive in a small hotel and worked her way up to a National Manager of Sales. Michelle has also worked in the training sector and lectured in the areas of tourism, management and business. In her previous role she was the executive officer for a state industry association. “The Accommodation Association has as its mission to be the voice for thousands of operators and related businesses in Australia,” said Michelle.

“Being a national association, we have a good understanding of both the big picture and smaller regional issues.”

New State Offices for AAoA September saw the opening of a new Head Office for the Association at 105 Pitt Street, Sydney which strategically positions us in the city’s hub, close to many of our city hotel and apartment operators as well as to major transport links. With the appointment of Michelle King, an additional office has opened in Melbourne at 101 Collins Street. These two new offices join the Queensland office in Bundall Street, Surfers Paradise which houses ATHOC, the Australian Timeshare Holiday Ownership Council.

Our History The Accommodation Association of Australia began when a group of moteliers held their first meeting at the Coronation Motel in Brisbane on the 2nd of March 1967. Issues discussed were Industrial Relations and wage rates; liability issues affecting motels; commission rates from travel agents as well as protection for motels from guests who defaulted on their bill. We have come a long way since 1967 and it seems rates were the big discussion back then and I quote from the QMA newsletter No 1. of 1968 “Are tariffs being structured purely for cash flow only or for profitability? If they are not for the latter, let us suggest you get together with your so-called opposition in your area and endeavour to arrive at a more realistic general tariff rate!” Of course, any thoughts of collusion now with other moteliers on rates would be against the law and we would discourage that, but being part of an Association provides a collegiate atmosphere to learn more about the industry and avoid ‘landing in hot water’ for not complying to current legislation. The year ahead will be very interesting with NSW and Victoria ruling on regulation around short term letting (AirBNB) and the ACCC should have made progress on the OTA investigation that we are actively involved in.

AAoA State Advisory Boards to be launched

Monday 20 November, 2017.

ommencing end 2017, the Association is appointing and formally launching Advisory Boards, initially in the Eastern States to which members will be invited. Our members have requested that we increase our State focus and have a greater State presence regarding local events and forums. The State Advisory Boards will identify local issues and set an agenda platform to address these issues. They will also play an active role in setting the event program for the local members.

The State Advisory Boards aim to:

The first of the Advisory Boards will be officially launched by Minister Eren, Minister for Tourism and Major Events; Sport and Veterans’ Affairs at a Cocktail event at the Novotel Melbourne on Collins on

»» Engage with Federal and State Governments and key industry leaders »» Enhance visibility of the Association in each State »» Advise the AAoA National Board of Directors of any State specific issues that require specific follow up »» Provide more networking opportunities for State members and Corporate Partners

motel owners Journal THE AUSTRALIAN

The Year Ahead for the Accommodation Association

ver the next 18 months, the Accommodation Association of Australia has some exciting plans to more effectively engage with its members. A series of regional forums are underway with visits scheduled in three states to meet and speak with our members; to share the Associations’ advocacy agenda and to gain a better understanding of member issues. In addition, a series of educational workshops to be led by industry experts are planned for 2018.

Regional Forums on the Road We are excited to be ‘on the road’ meeting members, putting faces to names and providing forums for discussion of topical issues and operational matters of importance to accommodation operators. To kick off the campaign, a very successful regional forum was held in October in Ballarat, Victoria. Hosted by the Sovereign Park Motor Inn, the early afternoon event attracted over 30 members from the city and surrounding region. Ballarat members approached AAoA to present to local operators specifically on non-compliant short-term accommodation.

For more information and details on this issue, visit the AAoA website – http://www.hmaa.com.au/Media/PressReleases July 2017 – UNEVEN PLAYING FIELD IN REGIONAL AUSTRALIA Members and participants to the Ballarat forum also heard from a panel of experts on the success of the recent AFL football game in the city which saw the Western Bulldogs take on Port Adelaide at Mars Stadium. The game attracted over 11,000 in attendance and 97% occupancy – by all accounts, a great event! The expert panel – Brett Goodes, Western Bulldogs; Lisa Price, Events Operations Australia and Louise Laing, Visit Ballarat discussed the success of the event and provided insights into future opportunities to attract visitors to the region. The Ballarat Forum provided Association, industry and corporate partner updates and information that proved very beneficial to the operations of our members in this regional area. The Accommodation Association’s next forum, “Hotel Market Update & Economic Outlook for Canberra Hotels for 2018” is aimed at General Managers and will be held in Canberra on Monday 4 December hosted by Doma Hotels. Members will hear the latest in market intelligence as well as an analysis and performance outlook for Canberra Hotels from experts including HostPlus, STR, Deloitte Australia and ReviewPro.

The participating members identified that the unregulated climate is of great concern to regional accommodation operators, visitors to the region and the community. Specifically, the local accommodation operators are keen to lobby local government to influence change and be instrumental in finding an effective solution.

AAoA relocates head office and is growing with locations in 3 states

Michelle King, the Accommodation Association’s National Membership Manager, presented the current ‘state of play’ highlighting:

The Accommodation Association of Australia is growing.

»» Unregulated accommodation issues affecting our industry in Australia and overseas »» Recommendations on how local operators can support AAoA’s advocacy position AAoA provided a briefing paper summarising the Association’s advocacy position on “Regulation of Tourism Accommodation” for members. The document can be referred to and presented when speaking to council and local government representatives.

Each State Advisory Board will have a minimum of six members, nominated and appointed by the Board of Directors of the Association. Their term will be one year and each Board will be chaired initially by an AAoA Director. The Boards will host a minimum of three local events in concert with the meetings providing networking opportunities for local members of the Association and the Association’s Corporate Partners. The AAoA will continue to be the voice of the industry and provide a range of services that deliver true benefits to the accommodation operators that form this dynamic sector. The recent International Visitor Survey results, reveal Australia’s

We are now located in three States with the opening of our Melbourne office in August. We have also relocated our Head Office in Sydney.

Accommodation Association of Australia Office Locations: Head Office - New South Wales Suite 401, Level 4, 105 Pitt Street, Sydney NSW 2000. Victoria Level 27, 101 Collins Street, Melbourne VIC 3000. Queensland Suite 8, 37 Bundall Road, Surfers Paradise QLD 4217

tourism industry continues to grow at a great rate, making significant contributions to state and regional economies across the country. “Our industry goes from strength to strength, reflecting the exceptional product experiences, strong investment, and long-term commitment tourism and the accommodation sectors have made to making Australia a top destination for international visitors,” The team looks forward to meeting with many of its members, and working together to continue and grow its impressive record in representing our industry. For more information on the Association’s upcoming forums and other plans for the future, please contact Michelle King, National Membership Manager on michelle.king@aaoa.com.au or 0425 767 867.

Articles

Garbage in, garbage out – Identifying and avoiding the pitfalls of POS systems

NICOLE EVANS I Director at Brisan

Many small business operators today rely on software packages for their point-of-sale (POS), accounting, payroll and booking reservations. While this is a great approach to increasing efficiency, centralising information, and assisting in reducing the hours a business owner or operator must spend on “tedious” paperwork, it is only useful if the correct information has been entered.

ith the advent of cloud based software, many motel and hotel owners assume they are recording every financial aspect of their business in real-time, and in an accurate manner. It is easy to become complacent and assume that these software systems understand the inner workings of your day-to-day business, simply because they are built for small businesses, or specialise in serving the hospitality sector. It is however important to remember, that the costeffectiveness of some of these great POS systems, often comes with a trade-off, with functionality being quite general in order to serve a wider customer base of business types. It is therefore important for motel and hotel owners and operators to familiarise themselves with the range of data their team need to input, and to also identify the best range of reports and measures to set-up, in order to provide an accurate review of trends and results – for greater operational efficiency. As accounting service specialists in the hospitality industry, we are increasingly seeing data being incorrectly input into systems, resulting in inaccurate financial reporting and a misleading current trading position. We recently worked with a regional hotel and helped them to identify that for over two years, expenses were not allocated correctly within their accounting software and POS system, as they had not been set-up correctly when the system was first installed. We also found that

the technicians tasked with system setup failed to consider all of their current needs, and also failed to factor in future needs in staff and business growth. Often the wasted time and resources of a poorly established POS system are not discovered until tax or audit time, culminating in at least 12-months’ worth of wasted time and resources. In another recently reviewed hospitality business’ financial reports, the business owner instructed us to identify key problem errors, because he could not “pinpoint” issues, and why there was “never sufficient monies in the bank.” The outcome of this review showed scathing gross profit results well below industry standards, simply due to the incomplete inputting of all operating expenses by key staff. In reviewing this client, our first point of reference was the POS System. In conducting a full review of the POS System, it did not take us long to realise that the old adage of “Garbage In, Garbage Out” was occurring in this scenario. From actual ‘Food Sales’ showing on reports as ‘Beverage Sales,’ and discounts not being recorded correctly by staff, to the failure to record stock movement – the system was providing a false sense of security and was producing inaccurate information. Once we were able to correct the current recording errors, we requested in-house training for key staff, on maintaining accurate basic data entry including

appropriate set up of sale items in the system. We set-up procedures for personnel to complete these tasks rather than being entered on an Ad-Hoc basis by “whoever was available to enter the data.” We then fine-tuned the sales data being reported. We set-up ‘promotions’ appropriately, as the set-up was affecting the reporting of actual monies received. We ensured management were able to see exactly what types of promotions were being rung-up (2-for-1 offers, Loyalty discounts, etc). This has now become a great management tool for in-house promotions to be managed appropriately. Additionally, we needed to ensure the stock recording facility on the POS system was utilised. Key staff personnel were delegated to complete this task. We started with the basics – where food and beverage stock delivered must be checked and signed off before being accepted. Upon approval of the stock received, the information of what was received, the Landed Unit Cost (LUC) and quantity was then entered into the POS System. This also gave management an idea of any price movements for stock and whether they needed to source elsewhere for particular stock to gain a better cost price. After another in-house training programme completed by the software provider, where key staff were taught how to accurately record stock levels and correctly decrement stock on hand when a product was sold, we were confident this hospitality business owner was equipped with information

motel owners Journal THE AUSTRALIAN

they could utilise on a real-time basis, to maintain optimal gross profit results against the industry standards. With these changes the business was soon operating at an average gross profit of above 65%, which was the result of utilising the full potential of their existing POS system, putting procedures and systems in place to be armed with accurate and useful information at any given time, and putting the onus on key staff personnel to correctly identify potential cracks. For motels and hotels not currently using a POS System, there are always manual systems which can be implemented to achieve similar outcomes. Regardless of your approach, aim to ensure accurate and complete recording of your data, not only for day-to-day reporting but to avoid issues at tax time, audit or for the future sale of your business. Brisan â&#x20AC;&#x201C; Accounting, Payroll and Analysis specialists for the Hospitality industry, www.brisan.com.au

Articles

Sustainable or not?

MARK THOMSON I Eco-Architect

How do you know what sustainable products your guests are using? n a world of clever branding and “greenwashing” Architect Mark Thomson recently interviewed Mary Lou Kelly, Managing Director of Global Greentag for the Motel Owners Journal, to gain the latest insights in sustainable product selection. With over 24 years’ experience in the sustainable development sector Mary Lou has worked with industry leading organisations, to define what makes a product environmentally economically and socially responsible and provide a level playing field for the marketplace.

Q: Micro plastics have become an issues in water courses and oceans. How could you look for products which avoid these?

Q: In a world of green branding how do you establish simply whether your hotel/motel products are sustainable products?

Q: Many “green” products or “sustainable” product labels come into the country from overseas, how do you evaluate a local product compared to an overseas product?

A: A standard approach would be based on the fact that it carries a reputable eco-labelled. A better approach would be to look for a eco-label that provides a rating of the product and that you know looks at all aspects of sustainability – Human Health, Toxicity, Biodiversity, Materials and Social aspects.

A: The problem with micro plastics is that they are often not declared on the labels, so you either have to look for a product that declares what the abrasives in a scrub or toothpaste are made up of or use an eco-label that bans microplastics and audits the supply chain.

A: You treat them the same way, both the supply chains needs to be audited. Q: Is there any one thing (traps for young players) to look out for when procuring products for motels or hotels?

motel owners Journal THE AUSTRALIAN

A: There are alarm bells such as the following products, unsustainable (uncertified) palm oil and if products are comprehensively labelled for ingredients note the following: Endocrine disruptors such as BPA, DEHP, and triclosan; toxics used as colorants such as metal compounds like cadmium, chromium cobalt, arsenic and lead; and carcinogens like formaldehyde, APEOs, DEA, MEA, TEA, Parabens, SLS, and PEG should also be looked for. Another thing to ensure is that packaging is either made from recycled content or is environmentally preferred in some other way and is readily recyclable in the local market. Q: Australian made products are desirable to support, how do you establish if they are made versus packaged in Australia. A: If not included on the product packaging then the supplier should be requested to declare the sources. In reality with some ingredients it is almost impossible to know unless it is supplied via a certified chain of custody or via audit. Q: Packaging of products creates waste. How do you ensure product packaging is recycled? A: Make sure the whole packaging is made of recyclabled materials including lids... this is easiest determined by noting what your council is recycling is a good start, but the biggest issue for hospitality is that containers are generally not empty and so sometimes the best solution is to partner with community groups that find uses for the contents and then recycle the empty containers.

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

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

Articles

Accommodation distribution in an ever changing world MARC HORNER I Industry Professional, InnQuest Australia

Not that long ago prospective guests called a hotel, sent a fax or even in the good old days actually posted a letter. We published our accommodation rates on a card and in guide books available for anyone that wanted it… the rate was the rate… it never changed for the day of the week or time of the day, perhaps with the exception of once a year increases or the even less common promotional special. How far we have come! We walk around with computers in our pockets now and our guests have the power to check not only if we have a room available but the price of that room… along with what our competition has to offer!

mprovements in technology continually force distribution partners and hotel PMS software to keep pace. From the not so long ago method of manually updating a few online agent extranets and the GDS, to today and the ability to push our rooms inventory around the world via channel managers, not only Online Travel Agents and the GDS but more recently through to our traditional wholesale partners. This ease of distribution is allowing some PMS software packages to take stock of our inventory levels and adjust our sell price accordingly, with minimal human intervention. Hospitality roles have had to flow along with the shifting tide of distribution….the last few years has seen the arrival and rise of the revenue manager into the equation. The shift in focus from traditional occupancy and how many room sold to how much value is being generated per sale (and the cost to acquire said revenue). For this we have our airline industry friends to thank, along with the development of dynamic pricing structures, self

check in ability and that perhaps the guest should do more of the work than we should, filling out all of their information online so that it drops perfectly into our PMS software, doing their own travel research and bookings. We have come to realise that there is a great majority of travellers that no longer wishes (or needs) us to guide them through the booking process and convince them to stay, the power is now theirs. This message is constantly reinforced via traditional and social media. Distribution has moved from paper contracts and telex machines to the internet and software providers able to best harness it. Slowly reducing the telephone calls and more recently even emails, both replaced with social and website messenger systems and our guests ability to research, book, check in and out without even needing to see a single member of staff at a hotel. Possibly some of the biggest changes to the way we sell our rooms have, of course, been in the online agency space. There are very few hotels on the planet that are excluded from their reach or impact. Even if a hotel is not itself listed online, they can be sure that those they compete with for business are most certainly represented. A quick web search of ‘priceline group’ or ‘expedia inc’ will soon deliver a reality check of exactly how large the online agency space has become. From being able to manually manage 5 or 6 online sites, to now and the ability to be listed on over 200 sites by way of channel management software to infiltrate markets we never thought possible. Have no doubt that whilst yes, we pay those OTA’s a tidy little commission, they have enabled even the smallest of hotels to reach into unimaginable parts of the world and locate guests that might be interested in staying with them, listed right up there with the big multinational hotel chains. The OTA has provided the ultimate power to the consumer… the power that they really can stay anywhere in the world (what ever did happen to those specialist travel agents?).

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From proliferation of the OTA more recently we have seen the emergence of the share economy. From cars, to skills, to spare bedrooms, the world is willing and now very able, to share. AirBNB is leading the charge and has opened up more room stock and pushed hotels to think a little more about the sorts of experiences they can provide a guest. Yes there is security, service and housekeeping that a lot of AirBNB operators can not provide a guest but for a very select portion of the travelling consumer, the idea of knowing that little coffee bolthole that an AirBNB host can recommend far outweighs the ability to call a reception desk for an extra towel at 3am. For certain operators, especially those in the holiday let markets, yes AirBNB is taking a chunk out of the marketâ&#x20AC;Ś but then so did boutique hotels from chain hotels and cut price airlines from the global flyers... until finally they realised they could actually co-exist and the competition resulted in our travelling consumers having extra options to choose from and even more reasons to keep travelling. It also offers us, as an industry, the ability to cater for pretty much any traveller out there.

Technology can (and should) enable any accommodation provider to thrive in this hyper distribution environment. The real question needs to be, who is your market? Do you cater for the needs of the Chinese traveller and should therefore consider a listing on CTrip, or are you more suited to that holiday seeking personalised experiential traveller and need to be on AirBNB? Sometimes less is actually more and while we all want to get the most exposure in the market, we should be mindful of spreading our product over too many and possibly conflicting markets. Can you cater for the market the channel most appeals to? Does your product fit with the rest in the market? Do you want your product to be listed amongst the others that already occupy this space? There is certainly more change to come, hospitality moves in never ending cycles, and as our industry embraces new developments in technology it is time for us to start being just as demanding of our hotel and distribution technology as we are of our smartphones!

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Is service a casualty of profit?

Real service is not a cost BARBARA SARGEANT

I retired after 46 years working in hospitality as a Hotel Executive Housekeeper and later consulting to other hotels, BUT I am now a grey nomad without a caravan, choosing instead through preference to stay in different types of accommodation across Australiaâ&#x20AC;&#x2122;s vast expanses.

know in most cases, smaller motels are run by family and in some more remote areas, staff are either locals without hospitality training or backpackers passing through. Whoever is employed, the responsibility for guest service or lack thereof rests squarely on the shoulders of the owner/operator or Property Manager on site who should always endeavour to instil a service ethic into all staff. What do I mean by service?? Well service means different things to different people. To some people it might mean having the bed made daily, to others a fluffy bathrobe and slippers or simply a friendly greeting on check in after a busy day at the office, and of course a nice clean comfortable room with all amenities to relax at the end of a tiring day of travel. Whether guests are on business, holiday, or just passing through, it is the job of the hotel staff to make them all feel welcome and assist in any way possible to make their stay memorable and one they can tell their friends about for all the right reasons. Economics dictate operational matters but these days the guestsâ&#x20AC;&#x2122; needs seems to get lost in the ever increasing need to make more profit. Guest experience often starts on the telephone when making the initial booking.

How many rings before the phone is answered? It is true that automation plays a huge part these days (not necessarily a positive) but when a phone is finally answered by a human being (usually after listening to Push button 1-13!!) is the voice audible, does it sound welcoming and genuine or does the voice sound out of breath or tired/bored as if in the case of an overworked Receptionist? I have personally experienced this on many occasions and I almost feel as if I should apologise to them for interrupting their day. (Sorry to interrupt you but can I make a booking !!?) Is this attitude indicative of the experience I will get on my visit? I will categorically say YES.

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The person answering the phone should be able to give the guest their whole attention, listen and respond accordingly by knowing the parameters of their role and responsibilities without constant referral to others. On arrival guest experience usually starts and ends at the Front Desk.

I know you want my credit card details but can you say Hello first? After I have travelled from wherever to arrive at a hotel I don’t mind waiting a while if you are busy with another guest – or out the back talking to your colleague about the weekend rave but could you just acknowledge me and tell me you will not be a moment – (I can see you are busy, but after 10 minutes standing there with luggage and with no recognition of my plight is a big ask!) »» How about... “I will be with you shortly” or at least make eye contact and smile. »» On check in how about you ask me “Have you travelled far? or How has your day been?” before you ask me for that all important credit card in case God forbid I should wreck the room.

Here’s your room key and a map »» You might be familiar with the layout of the motel but I am not (I stayed in over 15 so far on this trip). Instead of “This is a map and you are here – here’s your key,” could you find time to maybe show me or explain the map a little bit slower as I can only focus on that once I have put my credit card away and the key in an accessible pocket. By the way “Is the key the light switch as well, do I need to use it in the lift to get to my floor and what about the front door if by chance I should party late at night?”

Luggage? »» Sorry I cannot help you with that but hey – there’s a trolley over there – make sure you bring it back to reception!! Really?? Did you recognise that different guests have different needs? Whilst I am over a certain age but still not a human ruin, help with luggage would indeed have been much appreciated especially where the hotel room was on a higher floor with no lift access and the outdoor temperature was 35˚C.

What about the reception area? I know in hotels the front office area can become like a second home when you are working there but consider these points: »» Is the signage and lighting adequate – is it working and is it clean?

»» Are outdoor ashtrays emptied and cleaned regularly? »» Is entrance matting clean and in good condition? »» Is the carpet/flooring clean and in good condition? »» Is Reception furniture tidy and stain free? Cushions plumped? »» Are windows clean? (If you have curtains in reception – make sure you check and clean behind them periodically as you may not see what the guests can see on arrival from outside). »» Are air vents clean? Is the reception area at an ambient temperature?

»» Is the front desk clean and uncluttered?

»» Are flowers alive and in clean water – if artificial are they faded and/or clean – is it time to replace them perhaps?

»» Are the plants alive and clean – are the pots free of cigarette butts and cans?

»» Are magazines and brochures current, neat and tidy or do they have curly edges or bits torn off?

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»» Are picture frames hung straight? »» Is the area clean, tidy and fresh smelling? »» Are there post-it stickers everywhere on the office fittings? »» Are there staff coffee cups/plates visible by the guest? (We all know sometimes you will have your breaks here but no need for reception area to smell of stale food). »» A clean and tidy reception area will give an overall positive impression whereas a cluttered one will shout “disorganised”.

What about the car park? »» Are car parking spaces clearly defined? »» Is the floor clean, swept and oil stains removed promptly? »» Is there any broken glass? »» Are there any rubbish bins and if so are they emptied regularly? Damaged ones should be replaced. »» Is graffiti removed promptly?

»» Courteous service. »» Above all – value for money – guests do not expect 5 star facilities and surrounds if they are paying motel prices.

»» Are outdoor ashtrays emptied and cleaned regularly?

Arrival at the room

»» Are the lift grills clean?

»» Are room numbers clearly visible and complete?

»» Are the stairs kept clean?

»» Are the corridors clean and free of last night’s room service trays? I saw on my recent travels, obvious breakfast trays still on corridors where birds had been enjoying the leftover spoils and bits of debris strewn across walkways. It’s OK to see trays at 10 am when checking out but not on arrival at 3 pm or later and certainly not the next day. Nothing emphasises a lack of systems or care than this.

Many of my negative observations as I travel the nomad road are a result of management staff not involving themselves in the daily operation of the hotel. I recommend to take a daily walk around at least part your property with a notepad and make a note to follow up on issues needing attention with the various departments. You may be surprised at what you find.

Part 2 – Now let’s talk about the rooms What do guests expect?? Survey after survey of hotel guests indicate that what they want are: »» Clean room and clean bedding. »» All supplies in place – are there enough supplies for the number of people occupying the room? (In one hotel, I had to call for cups – there were saucers and teaspoons but... no cups). »» Well maintained – housekeeping staff should report loose and broken fittings in a timely manner and maintenance staff should attend to these issues as soon as possible. If this does not happen then housekeeping staff will stop reporting. »» Good security – do the locks and security chains work adequately? »» Consistency of product and service delivery.

»» Does the door lock work properly? At least 2 of the hotels I stayed in the lock was either loose or I had to jiggle the key to open the door, (and Yes I did report this to the front office on check out). »» In 2 hotels I stayed on my latest trip, there was a lack of a security chain or double lock. There was evidence in one that there had been a security chain as the holes were still on the door and door frame where once there were screws, in another hotel the door handle on the inside almost came off in my hand.

Where can I put my open suitcase without damaging hotel fixtures ? »» Whilst many hotels provide the fold up luggage racks, does anybody recognise that they are only made for closed suitcases?? If I want to open the suitcase I have to place the luggage rack in the middle of the room so I can open the lid without damaging the walls or it banging my head as I dive in to look for something. This is a feature hoteliers and suppliers need to co-operate on to find a viable solution.

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Maintenance Often in hotel rooms, the guest will find a card asking if there is anything not working to please complete the card and leave at Reception. This card is really intended to identify issues that have been overlooked by the Housekeeping team and not for the guest to keep your rooms up to standard. As a hotelier YOU need to check regularly on the room standard and if housekeeping staff fail to report issues, it is up to YOU to prompt them in to doing so. On the other hand if issues that are reported are not fixed then Housekeeping staff will discontinue reporting them as they will think “What’s the point?”

»» I am amazed at how many hotels do simply not provide space to put luggage so I had no alternative to either place my luggage on the spare bed creasing the freshly laundered white sheets or on the cabinet top next to the T.V. or as a last resort on the floor (not good for somebody my age!!)

Is there room to unpack? The simple answer is NO: »» The wardrobe is usually full of badly folded blankets/pillows, irons and ironing boards that don’t fit, and in rooms designed for families surely 4 coat hangers is too few. »» Drawers in many cases hold hotel equipment, bibles and telephone directories, (many out of date – do we need these now in the era of mobile phones?) »» Bedside cabinets which have lamps, clocks, telephones, docking systems on but nowhere to place a cup. »» Dressers that have so many tent cards that by the time I’ve read them all, it’s time to check out!! Please make sure these tent cards are clean by the way. »» Bathroom basin surrounds with nowhere to put even a toiletry bag. »» Do the curtains/blinds close properly and eliminate light at night for light sleepers. »» Not enough towel rails once the towels have been used (it is unhygienic to place clean towels on top of bedspreads where the previous guest has maybe placed his sweaty feet or possibly worse) and we all know the bedspread is not changed daily. »» No hooks on the bath door for nightwear removed when showering. So if I stay more than one night, I must leave everything packed. Sad but true!!

Management and owners would be well advised to check several clean and ready rooms at least once a week to maintain standards and identify issues, (different eyes see different things), and guest comments should be welcomed and taken seriously as they give you an opportunity to fix things and improve your business. Where possible management should stay overnight in their hotel rooms periodically to experience themselves the product that they are selling and how it can be improved. (Noisy air conditioners, plant rooms and fridges can only be truly identified at night). One hotel I stayed in which was part of a very large chain had obviously removed the fluorescent light fitting from the middle of the ceiling above the bed (the screw holes and the lack of repaint kind of gave the game away). This was not the worst though – some bright spark(y) had installed the smoke detector behind the new glass light fitting which reflected the glowing green lamp giving the impression at night that the main light had been left on – it took me a while to work that one out!!

Instant critique In this technological day and age guests are more apt to place their criticisms on line instead of reporting it to you so it’s important that you stay ahead of the game by being totally involved in YOUR property. I must admit I have left negative feedback once on line as one hotel I stayed in was really only ready for demolition in my eyes and a brand new start. When I looked at other reviews, many others agreed with me. None of the suggestions by other guests had been taken seriously BUT the hotel owner still had a guest questionnaire in the room for guests to point out what was wrong. A self-respecting hotelier would not need such a questionnaire and would indeed action such negative guest comments. There are many other details I could share with you but my intention is not to depress you – just offer minimum advice. Through the article are some photos of my travels which may shock you but hopefully are not prevalent at your property? I hope you find the points above helpful. Barbara Sargeant: b.sarge@bigpond.com

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Do you feel like your competitors are performing better than your property? Have you compared your website to theirs and noticed you could make some improvements? Working in the cloud enables you to be more agile and innovative, as there is no clunky software holding you back. You can adapt and make changes in the cloud faster than you can with desktop software, so the next time you want to do something new you can! Cloud solutions mean you don’t have to download any updates; you simply log in and access the latest version of the product.

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loud products, such as NewBook, are more popular and practical than ever so if you are still using desktop products; now is a great time to consider making the switch. Understanding the ins and outs of the cloud can be confusing. You can find so much information in the marketplace about the cloud and what it can do for your business. With differing opinions, ideas and research, which type of article should you believe? If you have read some of these articles, you will have noticed common themes about working in the cloud. Broadening sales opportunities by moving online, flexibility, efficiency and cost-savings are important aspects you should consider before you change PMS provider.

1. Take your business online Do you take online bookings on your website? If you are only taking email and phone bookings, you are missing out! More and more travellers are booking their holiday online so it is important your property can easily be found online. Online bookings allow you to advertise your property on a range of third party websites as well as your own, broadening your sales avenues. Managing third party availability and tariffs, known as channel management, also becomes easier when you use an online platform because you can integrate with third parties and control your availability and tariffs in one central system. If you have an online booking engine on your website, for example NewBook, your guests can access everything they need, such as viewing photos, learning about your property and making a booking, all without leaving your website.

2. Access your data anytime, anywhere If you ever work remotely, moving to the cloud will enable you to work anytime, anywhere on any device. This is very beneficial if there is an emergency and you are not in the office, or even if you just want to log in and check reports from time to time to see how your business is tracking. Many software companies invest heavily in security, compliance and protection services to ensure your data is safe, secure and available when you need it.

3. Accuracy and efficiency Work smarter with your data. When you work in the cloud, you are always accessing real-time, up-to-date data, which makes it easier to make better business decisions, reduce manual administration and improve accuracy. If someone has made a mistake, it is easy to pick up and correct on the spot. The cloud can also help you automate many day-to-day tasks, especially if you integrate multiple solutions into one central platform, as you can reduce manual administration and double handling. For example, integrating your accounting software with your property management system allows you to securely and automatically send financial data to your accounting subscription

5. Cost savings If you believe a monthly subscription cost is high for cloud solutions, you may wish to reconsider. Hosting your own data requires hardware, which can be costly. Upgrades are usually expensive and time consuming and you probably have an annual servicing fee as well. Don’t forget about system backups because those are your responsibility too. When you opt for a cloud solution, updates and backups are all included in the subscription fees so there are no nasty surprises. Many software companies, including NewBook, also run daily backups and host your data in multiple locations so you have peace of mind your data is always available.

6. Security Security is often the area that causes the most hesitation about working in the cloud. Being able to access your data using only an internet browser does pose a small risk. Many software companies invest heavily in security, compliance and protection services to ensure your data is safe, secure and available when you need it. There are many things you can do to minimise the risk of an attack, such as: »» Choose a booking engine, such as NewBook, that provides an SSL certificate and is PCI compliant. This will ensure your guests’ personal and credit card details are safe and cannot be stolen when they are making a booking with you. »» Make sure your website and any plugins are always up-to-date. Each update usually provides security improvements. »» When choosing passwords, make sure you use lowercase & uppercase, as well as numbers and special characters. »» Keep regular backups of both your website files and database. If an issue arises, you will have a backup you can restore. »» Keep your computers protected by using an up-to-date antivirus software package. Whether you are looking to grow your business or you simply want to move online and improve your processes, the cloud could be a great move. Cloud PMS solutions enable you to effectively manage availability, tariffs, tasks and revenue and having fast and easy access to your financial performance can help you make better business decisions and reach your goals sooner. Brad Illich, Founder & CEO, NewBook

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The art of telephones DEAN MINETT

There are some things in the hospitality world that are universally frowned upon. In a restaurant it would be dirty utensils or crockery, in an hotel it would be dirty linen or finding hair in a spa that isn’t yours. And in any service area, encountering staff that don’t smile is a huge no-no.

ut what about when you can’t actually see the other person or see the fruits of their labours? What about when the contact is non-physical, for example on the internet or on the phone?

In the lead up to Christmas and the holiday season, many organisations will be even busier than usual and staff will be starting to feel the pressure, leading perhaps to more stressed interaction on the telephone.

Surely service people will work that much harder to make a good first impression, realising that they are relying on their voice or their written word to make an impact?

So what are some of the ways we can fix this?

Sadly, we all know that apart from large organisations with large HR and training departments, the answer to that last question is a resounding “no”. And it’s such a shame because the telephone in particular is such a critical component within our “Moments of Truth”. Many people will remember that the Moments of Truth service approach was championed in the 80s by Jan Carlzon, the former head of SAS Airlines. Faced with a terrible reputation and poor financial performance, the airline was struggling until Carlzon turned it around. He did this by getting all his staff to recognise the importance that every customer interaction had on the total experience and that in fact every time they came into contact with a guest it was an opportunity to create either a positive or a negative experience for that guest. It was indeed a “moment of truth” for the company. I think many organisations forget about the telephone element because they can’t see it. When considering their business plan, most organisations think about the visual impact of their advertising, the approach by their sales people, or the training devoted to face-to-face interactions but often neglect to train their team on dealing with unseen customers. (And that includes internal customers!) Oral communication is made up of three elements – verbal (what we say), vocal (how we say it) and visual (what the other person sees when we are speaking). If the other person cannot see the visual elements then we really have to ensure the other two are spot on! And just because you are busy doesn’t mean you should quickly say the name of the hotel/department and “please hold”. Why is the caller any less important than the person who is walking up to the desk?

raining! Yes, train staff in how to deal with customers over 1. T the phone and role play how to do this particularly when busy. It is well and good to have a script that sounds great when there is plenty of time, but nothing throws the script out the window faster than too many things happening at once. 2. A mirror. One of the early methods I learned for improving telephone technique was to have a mirror right in front of the receiver. Looking at our own scowling face is a good way to remind us how we probably sound to guests! On the other hand, if we remember to smile, this immediately comes through our telephone manner and creates a more lasting, positive impression. 3. A recording. Whilst I am not always a fan of recorded messages, I do think that a professionally recorded, but friendly message to unanswered customers is far better than a harassed staff interaction that many people receive. Providing options (but not too many) for being redirected helps, but the main purpose should be to keep the caller happily on hold until you are able to deal with them in a professional manner and provide them with the attention they deserve. 4. E ncourage our team. Yes, we all work exceptionally hard and sometimes we do get tired. But at the end of the day, we are professionals paid to do our job and customers rely upon us to make them feel special. We need to encourage our teams to enjoy themselves and recognise the important work they do, in all departments. It is so easy to dismiss the importance of a telephone caller as someone we cannot see, but that caller could be a hotel reviewer, the next major client or maybe, just a normal guest who still needs to know that we care. Is it worth the risk to ignore them?

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Motel tales Who is the Father?

t was a Tuesday afternoon. The cleaners finished their work and left. I had lunch and hoped to have two to three quiet hours to rest before the evening check-ins.”

Most staying guests leave in the morning and return in the evening to their rooms. In the evening arriving guests check in usually after 5pm and then go to dinner to one of the eateries nearby. Few guests, if any, arrive before 5pm. Around 3pm the bell rang. My rest time gone. I opened the Reception door and a young mother with a baby girl was waiting. She wanted to stay one night and asked for the cheapest rate. I did not like the sound of it and I told her that the lowest rate was $95. Babies made a terrible mess and longer cleaning time was needed. The young woman, attractive but untidy, introduced herself as Chloe and pulled out her worn wallet. She started pulling out small notes and coins and ended up with $90. I did not want to be nasty to her and send her elsewhere as she came by cab and obviously had no more money to pay for it. I asked her to fill in the registration form and allocated Room 2 to her close to Reception to keep an eye on her. Her driving licence address was local. Local residents have occasional fallouts, stay one night at a motel and then make up and return home. Having plenty of bad experience with young women staying, I told Chloe that no guests are allowed in rooms. I went back to rest and watch the news. At around four pm I heard a car driving in. I returned to Reception and saw a young man standing in the front but did not ring the bell. I asked him if he needed help. He introduced himself as Matt and was looking for a young woman with a baby. I told him that the industry practice does not allow me to tell him if the woman was staying here and in what room. I suspected that the Chloe rang him and told him where she was staying. He was not pleased with my reply and started walking along the rooms. As Chloe’s room was the only one occupied at that time, he easily found her. He knocked at the door and she let him in. I hoped for a short visit but he did not leave. I rang Chloe and told her that guests are not allowed and asked her to politely ask Matt to leave. As he did not leave by five pm and I was needed at Reception, I went to Room 2 and knocked at the door. The windows were open and I could see that Chloe and Matt cuddling on the bed. I knocked again and Chloe opened the door. She looked embarrassed and I reminded her that no guests were allowed. Matt got up of the bed and said that he wanted to stay. I told him that the extra guest rate was $35 and asked to come to Reception and pay. He gave me the money and I explained

that he still had to register. Matt said to add him to Chloe’s registration. I asked him for his driving licence he provided. I wrote the licence particulars and car registration but his address was not local. I hoped that was the end of Chloe’s stay saga and returned to Reception to check-in other guests. The motel filled up quickly and I put the “No Vacancy” sign on. All parking spots were taken. At around 6.30pm l noticed another car looking for parking and I asked the driver if I could help him. The driver was a young man in a high powered Ford ute looking for a young woman with a baby. I suddenly became worried. I told him that I could not tell him if the woman he was looking for was staying and he did not like my answer and drove out revving his engine. As there was no parking, he could park outside and return by foot. I was busy at Reception and noticed the Ford ute driver walking along the rooms and looking for Chloe. By the time I had the time to check on him again he already found her and entered the room. I knocked at the door and he opened it. I asked him what was he doing. He introduced himself as Pete and said that he was Chloe’s friend and the baby’s father. I politely asked him to leave as there were already four guests, including the baby. I explained to Pete that no more than four guests are allowed and that he had no reason for being in the room. He repeated again that he was the baby’s father and wanted to see her. I firmly mentioned to Pete that he had to leave immediately and that I will call the police if he did not. He was quite drunk and I wondered how he drove in his condition. The other man, Matt, suddenly got involved and told Pete that he was the baby’s father. They started arguing and swearing. I then told Chloe that she had to control the two men until the police arrive as she registered and was responsible for the room. I returned to Reception and called the police to help me control the disturbance. When in the office, I saw a third man walking straight into Chloe’s room. I returned to the room and told Pete and the man to leave immediately as the police were on the way. The man arriving last told me that his name was Ken and that he was the baby’s father. I told him that he had no business in the room and as I felt insecure, I told Pete and Ken to leave and went back to the office. I sensed trouble and hoped that they will cause only minimal damage as Chloe had no money or credit card to cover it. Senior Constable Paula and Constable Geoff arrived ten minutes after my call. They came to Reception and I outlined the disturbance. The police knocked at the door and entered the room. Ken and Pete, both drunk, were swearing and punching each other. Matt sat

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on the bed enjoying the show and Chloe was feeding the baby. Broken glasses, cigarette buds and bags of chips were thrown on the floor. Both Ken and Pete were bleeding and drops of blood fell on the carpet. Constable Geoff ordered Ken and Pete to stop fighting but they completed ignored him, each one claiming to be the baby’s father. The constable grabbed Ken and the Senior Constable tied his wrists with a cable tie. Then they tied the wrists of Pete and placed both men in the paddy wagon. The police then came to Reception and told me that they will come again tomorrow to complete paperwork. I apologised to the guests staying in the near rooms for the noise and hoped for a quiet evening. At around 9pm I got a call from Chloe. She was crying and asked for my help. She said that Matt

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started hitting her after hearing that the two other men claimed to be the baby’s father. I did no want to call the police again, not good for business. I went back to Chloe’s room and asked Matt to leave. He said that he paid to stay overnight. I told him that he disobeyed the motel’s charter and he must leave, otherwise the police will come again. He left soon after and I was worried that he could come back and vandalise motel property. Luckily, he did not return. In the morning, Chloe and her baby left. To satisfy my curiosity and asked her who was the baby’s father. She looked at me with a naive smile and said that she did not know and did not want to know.

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u for back to yo it in it d n se d n a ing fore includ perusal be viously, all names Ob tributor the book. ed and con ed and g n a ch e b will ledg be acknow names will t reference to the ou listed with ns made. o ti u ib contr ook will ies of the b tors. p co ic n ro Elect all contribu d rovided to n p a e s b e ri o st r k ing motel ceiving you I am collect r publication in a boo rward to re e to call me fo k o lo s I fo e anecdotes . I have several stori ns. Feel fre contributio 216 if you want to s” ”Motel Tale ng my years as a 55 on 0423 7 uri te si o p p o gathered d is t. a have a ch ne of them motelier. O d. rea for you to Felix mail.com lowner7@g n would be dit te o o ti u m ib tr n Your co ling to e d. I am wil vided appreciate l a materi pro and rewrite

The police arrived mid morning and completed my testimony. They told me that all four involved, Chloe and the three men, were known to the police and suggested to decline accommodating them in future. I thanked the police for their help and I started reflecting on the whole saga. I would have been much better off not taking Chloe and her baby the previous night. One of the oldest rules of business is that every time you do a good deed, it will cost you dearly. Simply don’t do it. I could not use the room the following night because of the blood drops on the carpet. I replaced the broken glasses and vacuumed the room very thoroughly to remove glass slivers. The damage was less than the insurance excess and did not warrant a claim. I did learn my lesson: Do not take in young women with babies, especially if they have no credit card and car.

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motel owners Journal THE AUSTRALIAN

Book a motel

WAYNE FAULKNER

After leaving their corporate lifestyles, taking a couple of gap years of adventure as The Junior Nomads, and falling in love with the tourism and hospitality industry, Wayne Faulkner took a role in a caravan park on the South NSW Coast and, together with his wife Susie, has never looked back.

ayne previously worked in construction as a state manager, and built their family home just before he and his wife decided to hit the road. Wayne explained: “My wife, Susie, and I love to travel, to see new places and create new memories. About five years ago, we became sick of the rut we were in; just going through the motions, every morning we would both say goodbye for the day and go to jobs that no longer offered us what we wanted or needed. We reached a point of now or never.” So, they took a scary leap of faith to lead the life they had always wanted. Wayne revealed: “We sold everything we owned, quite literally down to the cutlery in our drawers, packed a few boxes, stuffed our clothes into bags, loaded up our car and hit the road. We travelled for a while staying in motels, holiday parks and resorts, and recorded everything we did along the way on our website and Facebook page. We quickly realised that we were pretty unique, as we were travelling at a relatively young age and not waiting for our retirement to explore. When we picked up our new caravan, our own home on wheels, we became known as the Junior Nomads. “That really opened up doors for us to meet wonderful people and create amazing memories; it was exactly what we needed. I picked up work in caravan parks as we travelled and my wife recorded it as we went.” Wayne completed a Cert IV in Tourism, obtained his RSA and food handling certificates, and also finished his RLA Licence during their travels. An opportunity then arose to spend some time in Vanuatu, and the eager couple quickly realised that there was (and still is) a huge desire by local tourism operators to showcase their glorious assets to the world. This enthusiasm was equalled by a lack of knowledge and resources preventing them from doing this effectively. Wayne recognised an opportunity, so he worked closely with them, taking photographs and videos, and developing online marketing strategies and websites for the

operators on the islands who were in need of this type of support. Upon their return, Wayne and Susie settled in on the Burrum Coast of Queensland, where Wayne managed a resort with 40 beach houses, until they relocated back to the Sunshine Coast. On the coast, Wayne managed the opening of a brand new residential complex, but he admitted he had been captivated by tourism. He said: “I have always preferred the feel of the tourism/holiday industry, so when the opportunity presented itself to manage Landmark Resort in Mooloolaba, I jumped at the chance.” Landmark Resort is owned by a partnership and Wayne was appointed by the partners to manage the property. It is easy to see why: he has an abundance of life experience, skills and an unrivalled passion for his job, people and the industry. “I have always been an out-of-the-box thinker, always looking to work smarter rather than just working harder. A big challenge has been to remind myself that I can’t do it all in a day!” These challenges are exactly what Wayne loves! He enthused: “Every day there is something to keep me on my toes. It’s a good stress, and it suits my personality. Still with travel flowing through their veins, Wayne and Susie travelled as much as possible while working in the tourism industry. Keeping the budget low as much as possible, they decided to stay in motels when road tripping. “Motels are easy when doing road trips. You can just drive in and park in front of your room, unload your luggage and any food you have, and you’re done. Most of the motels come with great kitchenettes now, many including microwaves, hotplates and some even have their own ovens.” As they continued their journey, they realised there was so much to see, and that too many couples and families were missing out. “They hop on a plane, get to the hotel or resort and then sit there in front of the TV for a week and get to see nothing. When going on road trips, there is so much to see around our own country. It can be for just a weekend or weeks at a time, depending on your length of holiday available.” As Wayne and Susie travelled, they had a lot of trouble finding motels online. “If you are on the road and want to find a motel, it is very hard to find them on the larger OTA sites like Booking.com and Wotif. We would spend hours online, only

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to give up in frustration, all the while knowing there would be countless motels in the towns we would be stopping at.” It was a real lightbulb moment, at which time Wayne really started to talk to the motel owners as they travelled. The feedback was very honest and increasingly similar: most motel owners were not listing with the larger OTAs as the motels were not getting the return marketing and recognition that the larger hotels and resorts were getting. Some motels still listed with the large OTAs, and though not all were satisfied with the results, they did so because they still needed an avenue to get their motels online somehow and this seemed the best way. Until now. With Wayne and Susie spending many nights in different motels as they travelled, they became even more determined to help the motel industry with marketing and promotion by designing and developing a new OTA website, purpose-built solely for the motels and motor-inns around Australia. After 12 months of research, discussions, brainstorming and website development, their dream of BookAMotel.com.au has finally become reality. Book A Motel focuses on the great Australian road trip – be it overnight, a week, or that longawaited yearlong trip around Australia – and being able to search and find motels with ease as you travel. With Book A Motel, you will be able to set your start location and the desired finish location, and the site (with App soon to be released) will show you the route, the kilometres and the time it will take to get there. You can add as many waypoints as you like in the trip, and Book A Motel will add them to your itinerary. You can then click on a location and Book A Motel will show you the motels available in your chosen destination. This can also be refined in necessary. Users will be able to save their itinerary and also share their trips with fellow users, friends and family (or just make their work colleagues back in the office jealous), so other travellers can see the best things to do on their road trips and make it easier for future bookings. It will be an online community of users who are all experiencing and showcasing the fantastic road trips available right across Australia. Wayne advises: “We are developing the second stage as we speak, and we are really excited about what it will add to the site as well. It will include location-based services, where the website or App will detect your exact location. Users will then be able to choose how much farther in distance or time they’d like to travel, and Book A Motel will show their final destination location, expected time of arrival, and which motels have availability in that area so travellers can book with ease. We are also adding dining options like MenuLog, EatNow and UberEats, as even though some motels have restaurants, there is generally a lack of knowledge for travellers about what food services will be located – or open – nearby when they arrive. This way, travellers can order meals online no matter where they are staying – even before they’ve checked in if they pre-order. Other options that will be added in time include rental cars for interstate or overseas travellers, activities like Theme Parks, Zoos and Museums etc. and eventually airfares, with all of these able to be added directly to the user’s itinerary within their Book A Motel account. It will be incredibly user-friendly for people as they travel, with one login

where they can keep track of their entire holiday plans. No more searching emails for that booking confirmation, or lost printed tickets, etc.” Wayne says that it is all about marketing and promoting the great Australian Road Trip and pushing business back to the Motel industry, an area that seems to be left behind or forgotten entirely in the travel and tourism market. He believes that the motel industry can boom again because of the over inflated prices in the resort and hotel industry. “Couples and Families want to travel, even the international market love road trips. We just need to market to the right audience, give them the tools to make their trips easy and affordable, and they will come.” Book A Motel is offering a low flat commission to all Motels and Motor-inns. As a motel owner, you can register direct with Book A Motel and, using your channel manager, control your room availability and prices just the same as with the larger OTAs. Not only that, but if you do not have a Book Now button on your website or bookings cannot be made online through your website, Book A Motel can add a Book Now button on your website which will directly link to your listing on Book A Motel’s website so they take the booking for you. “As the finishing touches are being placed on the website ready for launch in the early New Year, we would encourage motel owners and managers to hop onto the website and register their motel’s details,” Wayne advises. “The sooner we get more motels listed directly with Book A Motel, the sooner we can grow our clientele, and the sooner every motel owner will be paying less commission and receiving better marketing opportunities for their business. This isn’t just another OTA, and we are very proud of that fact.” Wayne is excited about what the future holds for the motel industry, and is keen to work closely with motel owners and managers to continue to provide the service that has been missing to date. “Susie and I are avid travellers, we love what Australia can offer, and motels are a vital link in that. It’s time that we started getting people back on the road, and creating those lifetime roadtrip memories that we all experienced growing up.”

advertorial motel owners Journal THE AUSTRALIAN AUSTRALIAN THE

Is your power consumption going up? Are your guests leaving the air conditioner on all day while they are out? Are your guests running the air conditioners at 16 degrees? HELP IS ON THE WAY!

ow you can take control of how your guests use energy hungry air conditioners. The Ultima remote allows you to control the temperature range at which your air conditioners will operate, having a direct and immediate effect on your power consumption. How difficult is it? Simply swap your existing air conditioner remote with an Ultima remote, enter your four digit brand code, set your temperature range, lock the key pad and save save save. Within two minutes you will be saving money, it’s that easy and your payback can be measured in weeks not years. Call us and discover how inexpensive it is to save over 15% on your air conditioner’s

energy use immediately. We have sold over 10,000 energy saving remotes in the past two years. From cost-conscious caravan parks to five-star hotels, every one of our customers has made significant savings without sacrificing guests’ comfort. Contact us now and find out how you can start saving today.

“Being a manager of a Holiday building I see every day the unnecessary electricity usage from the air conditioners, Some guests set the temperature as low as possible on the control and leave it on 24/7 thinking nothing if they leave it on all day if they are out, or at Night time they put blankets on the bed as the rooms are so cold. The Ultima remote allows me to take some control over this, by setting the

minimum Temperature at the recommended 24deg. This allows the air conditioner to quickly cool the apartment to be at a comfortable temp, Once there the compressor shuts down. Temperature settings lower than this create the compressor to work 24/7 to get the apartment at a lower temperature that it struggles to get to, or can never achieve. Some modern Inverter machines have features in them that shut down when they sense no movement in the rooms, (energy saving features) I can program the machine with the manufactures remote, then replace it with the Ultima remote, this gives me the control over the features so they can’t be de-programmed. Yes I am sold on the Ultima Remote as a great energy saving device” Jack – Santa Anna by the Sea (Gold Coast)

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motel owners Journal THE AUSTRALIAN

Good service starts with breakfast DEAN MINETT

Breakfast. One of the most important meals of the day, if not the most. So, why is it possibly the most neglected in many establishments, from motels to 5 star resorts?

ome recent travels have caused me to ponder the mental states of some chefs, as they spend most of their energies directed towards the least profitable end of the dining day (e.g. dinner) and quite often ignore the most profitable. When visiting a particular tropical property some time ago, I was amazed to find that, despite the presence of a well-known chef, breakfast was abysmal. Of the six or so fruit selections, five were from a tin, with the only fresh fruit being some rockmelon, honeydew and grapes! A selection of three cereals from a box (cornflakes, muesli and coco pops) were followed by pastries which had obviously been shoved in the oven without proving, then burnt and even included a selection of cold hash browns! Now whilst I realise that a chef can’t be everywhere at once, it surely is the responsibility of the chef (and the Manager) to ensure that every part of the dining day is of equal standard. In many properties, breakfast can make up to 40% of the total food revenue, therefore we would assume that equal weight is given to the supervision of its service. That often appears not to be the case however. For example, how often have you seen a casual breakfast chef or apprentice entrusted with breakfast with nary an eyeball from the Executive or Head Chef? In my role as a hotel consultant I travel quite a lot, and have stayed everywhere from 5 star to family run motels, from Perth to Cairns & from Norseman to Alice Springs. I must admit, most of the best breakfasts I have experienced have come in small properties, where the owner often is the one preparing it for you. Now by the best, it may have been plain spaghetti on toast or eggs Florentine, but the difference was in the way it was prepared and presented, showing me that the preparer actually cared. All too often in larger establishments, we are happy with consistent mediocrity at breakfast – even lunch gets bypassed quite often – and focus more on the dinner. To return to the tropical establishment mentioned earlier, their lunch menu boasted some mouth-watering items on its menu (with mouth-watering prices at the same time) but it did not

deliver. A “Tempting piece of King Island Beef, between pieces of toasted Wholemeal Bread with Home-made Relishes & Chutneys” turned out to be a piece of steak with the living daylights beaten out of it, hiding some onion & tomato something, on bread that had been passed by a toaster. Now please, don’t take this as purely Chef-bashing, because I know there are many out there who genuinely care about the day’s total meal experience, not just dinner. Plus, I know that every establishment has a bad day, or a stroke of bad luck. What does separate the good from the bad though is having staff that pick up on these shortcomings and fix them before they even get to the attention of the customer, and management that reward them for it. (If I had a waiter or waitress that refused to take out a dinner because he/she believed it inferior, then they would have my support every time. So, back to breakfast. There is an healthy saying that one should “Eat breakfast like a King, Lunch Like a Prince and Dinner like a pauper”. Without going into the dietary aspects, this reminds us that breakfast is the power start to our day, and should be viewed as such. So, why do so many Hotels treat this meal as the neglected sibling? In the earlier example, I suspect that the establishment chef felt that breakfast was not really that important, so ignored it; after all, very few guests had breakfast anyway. (No wonder, when the cafe down the road offered better Bacon & Eggs, Toast & Coffee for half the price of the Hotel’s full cooked breakfast.) Given the apparent rate of usage, he probably wouldn’t have many dinner patrons to worry about in the future either – after all, why would you want to eat somewhere for dinner if breakfast was so poor? Whilst I do appreciate the importance of the evening meal in terms of entertaining & making a good impression, breakfast can and should be an important meal for us, our patrons and most importantly, our bottom line – we ignore it at our own peril.

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motel owners Journal THE AUSTRALIAN

Hospitality’s in the genes for Mary Talk about a transformation. In less than five years Mary and Joseph Sukar have turned what the media had dubbed ‘Heartbreak Motel’ into one of western Sydney’s best properties, evidenced by the outstanding customer reviews the Best Western Casula receives each day.

ack then it was called the Pop-In. A desperate lonely place, it was notorious as a property of last resort, one where rooms rented by the week and police did nightly checks. It was a half-way house for people heading nowhere. Mary wanted to turn and run when she first saw the place, which though well-built hadn’t received any love in years. But the location near Liverpool and the Hume Highway was great, as was the price, so she and Joseph – encouraged by Mary’s motelier father – decided to give it a go. “I’d worked in my parent’s motel in Burwood for 20 years and always wanted to have my own property. Our children had got a bit older and my father said I could do it with my eyes closed.” So, the hard-working couple took a risk, went for it and bought the Pop-In, closing it down and putting the property through a massive renovation taking 6 months to complete. Although scary at times, it needed to be done. Every room gutted, everything replaced. When the 31-room property re-opened in late 2013 as the Best Western Casula, business was slow for the first few months. “We were initially selling 10 or 11 rooms and the other 20 would be unoccupied,” she says. “But once we hit the spotlight with reviews, everything changed, that made a huge difference and we have been operating anywhere between 85% and 90% occupancy ever since.” Mary says responding to guest comments has been crucial to their success. “From the get go, whatever suggestions our guests made we would take them on board and try to make the property better, we’re always tweaking things to improve people’s experience.” And while the former motel horror show is now a “fabulous business”, the most important thing for Mary and Joseph is offering genuine hospitality. Everything flows from there. “When our guests arrive, we treat it as people entering our house, we see the property as an extension of our own home.

“I really like meeting a diverse range of people from all walks of life, all backgrounds. If I see someone happy then I’m happy. That’s what keeps me going.”

Profile courtesy of People of Best Western series 37

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Girl from the Gong sets deep roots in Goulburn Vicki Rabjohns now runs one of the best properties in the Best Western network but that wasn’t always the case…

t was just before Easter, 1980, when Vicki and three generations of her family – led by patriarch Pop, a 5’ 2” dynamo known as Pee Wee – landed in Goulburn to start a new life running a motel on what was then the Hume Highway, the main route between Sydney and Melbourne. “I’m originally from the Gong, a surfie chick from way back,’” says Vicki, who was 23 at the time. “My mum saw a hotel for sale in the newspaper. Pop and Gran were entrepreneurial, they always had something going on. They sold their home and everything they owned, scraping enough together to buy the property.” Pop had plenty of experience in the industry, working for many years as a porter at the Canberra Oriental Hotel in Sydney’s Kings Cross, while the others had worked in family rentals or restaurants for as long as Vicki can remember. They arrived to start a new life at the 26-room Lagoon Motel, a faded property with no star rating or even a lagoon for that matter. “It was too old, too run-down for a star rating,” remembers Vicki, who along with her mother, brother and grandparents, did everything for the first few years, from cleaning to reception. The building would shake as the semi-trailers rolled by. But they persisted and developed deeps roots in Goulburn, a major regional town two hours south of Sydney. Vicki married local grazier Wayne Rabjohns, who is also Vicki’s business partner, and they’ve had three children together. As for the hotel, it’s chalk and cheese really. The highway no longer runs through town and the property, now known as Best Western Goulburn, has been completely transformed over the past four decades with 56 rooms, 35 staff, a popular restaurant/bar, function rooms and a 4.5-star rating. In addition to family, improvement and expansion have been relentless business themes from the very beginning.

Vicki remains passionate about the enterprise – “everything I have goes back into the business” – and manages to be a stickler for detail (you should see the breakfast buffet) while allowing staff the freedom to do their jobs properly. One thing that hasn’t changed over the years is Vicki’s philosophy for success. “You’ve got to make people happy, and you’ve got to listen. It’s pretty simple really.” And work really hard of course.

Most of the property has already been rebuilt and more luxury rooms, apartments and a health club are now under construction with building work overseen by son Adam.

Profile courtesy of People of Best Western series 38

motel owners Journal THE AUSTRALIAN

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motel owners Journal THE AUSTRALIAN

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Why you should switch to microfibre CHRIS DAVIS I Rubbermaid Commercial Products

Commercial microfibre-based cleaning solutions are not only more effective in removing grime and dust particles with less water and chemicals, but return a net-positive return for the environment and your bottom line.

here is a buzz about microfibre. More and more busy motel businesses are switching to this low-chemical, low-water method of cleaning. But is it a superior way to clean or just hype?

and touchpoints such as door handles, bathrooms need regular maintenance and thoroughly hygienic cleaning, not just to meet regulatory health standards, but the high expectations of today’s clientele.

Microfibre is a revolution in cleaning for many reasons. Microfibre works differently to standard cleaning cloths, due to its scientifically-designed fibres that are engineered to attract and trap dirt, dust, grease, food and liquid. What this means is you can clean in one wipe with a microfibre cloth or mop and be confident that the surface is spotlessly clean.

Time is not something many businesses can afford to waste with inefficient cleaning practices. Staff productivity and efficiency are crucial for motels, especially during peak occupancy periods. The quicker staff can clean and prepare a vacated room for the next guest, the better the experience for the in-coming customer.

Cleanliness and hygiene are no trivial matters for motel guests. In a competitive and dynamic accommodation sector, a successful and sustainable operation relies as much on impeccable cleaning practices as it does on other things guests look for such as the location, quality of the amenities and great service. Even guests travelling on a budget expect the simple things to be done well. Motel accommodation can stand out by creating a welcoming environment with lots of small comforts – a comfortable bed, modern, well-maintained bathroom fixtures, a quiet space to relax and, most-crucially, a spotlessly clean room. Guests judge the standard of cleaning harshly. It is often the focal point of praise or criticism. In an era of social media and online accommodation review sites, every guest is a potential reviewer – which can be very, very positive for a business and influence others to choose your motor inn. Or these guest reviewers can be not-so-positive. It’s worth investing the time and equipment to get it right and make the all-important first impression. A fresh-looking and smelling room that is spotlessly clean gets a big tick. Poorlymaintained or unhygienic facilities are a big turn off, which ultimately impacts the bottom-line if guests don’t return or share a negative review online. Cleaning has to be as effective at removing germs you can’t see by eliminating the dirt and grime you can see. High-traffic areas

It goes without saying that cleaning speed should never come at the cost of quality. By using superior microfibre to clean on a regular basis, you are not only removing live disease-causing pathogens, but also removing the source for bacteria to breed. Inherent in its ability to hold pathogens and dirt amongst its fibres, microfibre doesn’t push the dirt around while cleaning meaning larger spaces can be covered by the one cloth without transferring germs from surface to surface. Microfibre is extremely versatile and can be used on all types of hard surfaces, including glass, mirrors and stainless steel with streak-free performance. Staff can use a single system for virtually every cleaning application and minimise the time spent changing between equipment and products.

No-Compromise ‘Green’ Cleaning with Superior Microfibre Creating the right impression for customers does not mean you should ignore environmental responsibility by using high volumes of water and lots of harsh chemicals in daily cleaning processes. Sustainability is an increasingly-important focus for motels, with guests, owners and staff more concerned about the environmental and social impact of their choices. It’s not just about using towels more than a single use, installing energy-efficient lighting and appliances, or opting for recycled, fair trade or organic products.

motel owners Journal THE AUSTRALIAN

Sustainability extends to every-day operational decisions – including choosing cleaning products that don’t use high volumes of water and toxic chemicals, which end up down the drain and into waterways. The benefits of cleaning with less water and chemicals are gaining recognition in the sector. The concept of low-chemical, low-water cleaning, dubbed Green Cleaning, is a healthy and effective way for a motor inn to be more environmentallyresponsible without compromising quality and hygiene. The development of professional-grade microfibre has helped many motel businesses achieve a higher-quality, ‘green’ clean. Using damp microfibre cloths and mops with only a small amount of cleaning chemicals eliminates the need to wring out excess liquid, lift or empty buckets and pour high quantities of water and chemicals down the drain. Reusable Microfibre cloths and mop pads can be washed again and again, further reducing product waste going to landfill. Innovative microbe-removing technology is complimented with built-in zigzag scrubbers, designed to remove dirt without streaking or smearing, leaving a visibly cleaner environment behind.

A Healthy, Hygienic and Cleaner Environment Health and hygiene is a constant challenge for the motor inn accommodation sector. Regulations and community standards require quality-assured, effective cleaning practices in all public spaces. An effective cleaning process must not only deal with visible mess, but the invisible germs which must be completely removed to protect a guest’s health. Implementing a superior commercial microfibre cleaning solution helps a business mitigate potential health risks. Microfibre, as the name implies, is specially designed with incredibly fine fibres, 20 times lighter than a human hair. Superior-quality microfibre uses different polymers to create positive attraction, so the fibres trap

and hold dirt and grease particles amongst the fibre, reducing the risk of transfer. With only a small amount of water and chemicals, microfibre cloths are able to remove dirt, grease, food and germs from any hard surface in a room. Reducing the use of chemicals and water in the cleaning process also reduces the risk to staff and customers of slipping on wet surfaces or experiencing skin and respiratory irritations from harsh chemical exposure.

Productivity and Economic Benefits More environmentally-responsible cleaning practices don’t mean more expense for a business. In fact, with lower water and chemical costs, they actually deliver financial savings for the business! This shift towards Green Cleaning will cut a business’ detergent and chemical costs plus save on time. Big productivity increases means time savings for staff and improved ‘customer experience’ for your guests and visitors. A busy motor inn is always looking for ways to boost productivity so staff can achieve more in less time. The microfibre process is a one-step workflow, so cleaning times can be significantly reduced. Plus, by reducing the use of water and chemicals, surfaces require less drying time. Instead of avoiding or working around wet areas to avoid slips and falls, staff can be more productive and areas can be returned quickly for patron use. By switching to this system you can confidently achieve a thoroughly hygienic clean to create a healthy, enjoyable experience for the customer. Plus the cost and time savings in your cleaning practices will contribute towards a betterperforming, sustainable business.

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How safe is your cleaner? It’s time to raise the benchmark! LUKE FOX I Director of Cleaning Safety Card

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

he cleaning sector is one of the most hazardous industries, in company with mining and construction. Safe Work Australia states that commercial cleaners between 2011 – 2012 made an average of more than five injury claims daily. The stats are alarming, and what’s more alarming is that there are no regulations in place to reduce this rate. With more than 270,000 cleaners in Australia, it is time for us to look at how we can collectively raise the benchmark of our industry, increasing our cleaners’ safety – preventing the common slip, trip or fall which can have long-term consequences – while ensuring quality and cost efficiency in all practice.

I have worked in the cleaning industry for 23 years and in a family business with more than 40 years’ experience. I know too well of the dangers, plus, as a cleaning business owner myself, I know how injuries or lack of compliance can affect an individual contractor or a business as a whole. But what if there was a solution, a solution giving you peace of mind that your cleaners are equipped with basic industry best practice training? Or that the company you contracted proudly promoted they only employed certified cleaners? It would be a win for all, ensuring each job would be completed efficiently and consistently, with the opportunity for financial gain through the

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potential of reduced insurance premiums should the rate of injury claims drop as a result of the training. The cleaning industry has been good to my family and me, and I’m passionate about how I can drive diligence across the industry. The Cleaning Safety Card, otherwise known as an “Orange Card” is an effective way of doing just that, ensuring our cleaners are certified to do their job correctly, while improving safety for themselves and others.

Your cleaners are integral to your business, but they are also at risk You know how important your cleaners are to your business, whether they are sourced from an external company or employed internally. They ensure you can have a high turnover of guests with a room’s cleanliness being a major contributor to return bookings or recommendations. But your valuable cleaners are at risk of injury if they do not have the appropriate qualifications. In a large hotel your cleaners work to many time pressures, usually conducting monotonous, repetitive movements when cleaning multiple rooms in one shift. In smaller-sized properties, such as a regional motel, cleaning might just be one of the employee’s roles among other responsibilities such as cooking or working on reception. The most common injury in the hospitality sector is from repetitive strain from activities such as making beds, cleaning under sofas, or from accidents when going into ‘auto-pilot’ mode and losing focus. When inducting new cleaners to a site, management often employs the ‘buddy system’. This can be effective depending on

the experience of the existing cleaner, however, more often than not, the trainee might only be taught what is specifically needed for the site. This doesn’t provide them with the ability to identify risks, how to overcome new challenges or basic industry best practice on how to appropriately handle chemicals, work with colour coding or warm up the required muscles.

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

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Property Management Software (PMS) through the ‘cloud’ In the busy, data rich world that we live in, your guests (and potential guests) have a multitude of property options. They expect you to react to their requests and needs instantaneously, and if you can’t, you can be certain that your competitors will.

otels that access their Property Management Software (“PMS”) through the ‘cloud’ not only have access the very latest functionality, but can access their business at any time, from any mobile device. Being on the ‘cloud’ means that you have the ability to interact with and influence current and potential guests, at any time, thereby having greater control over outcome. Further, being on the ‘cloud’ provides an excellent way to reduce cost and is a smart choice for almost every property. The only reason to possibly continue with a self-hosted solution is to overcome internet connectivity deficiencies and risks. However, alternative connectivity solutions are popping up every day. We all access, (and have valuable information stored there, very securely) the ‘cloud’ every day – think Facebook and Social Media, Online Banking, Netflix, Paypal and Gmail, just to name a few. Why would you access your PMS in any other way? Changing PMS is no doubt a major decision. Get is wrong and it can, and will, cost you a lot of money! While there are a myriad of important factors to consider when changing your PMS, the two most important factors to consider are whether: »» the proposed new solution supports your growth (a good PMS should control and automate many key processes, ideally reducing time-consuming tasks), and »» you can trust your new PMS supplier (i.e. do they have credibility and a track record of success). The decision to change PMS providers should not be taken lightly, but the benefits of having the right PMS are significant and

potentially game changing. Some of the more important benefits include improved guest satisfaction, streamlined operations, reduced costs, and increased occupancy. All ultimately result in increased guest loyalty, revenue and profits.

marketing and survey modules built into their service offering) will provide a future stream of revenue and profits. A carefully planned migration strategy with a provider that you trust and a solid track record, will ensure continuity of operations and transfer of data.

Pricing

Support

Pricing structures vary widely across the industry, but the cheapest option is not always, in fact it seldom is, the best option. Like most other things in life, you get what you pay for.

In a 24/7 industry, it is important that you have access to operational and technical support, in its many forms, 24/7. While traditional support, such as calling a support team, remains vitally important (truly global operators can offer 24/7 access to their support teams for critical system issues), other important support considerations include access to a true support and customer engagement environment (knowledge base, proactive learning management systems, webinar programs, group masterclasses and ongoing training programs).

Some pricing structures are based on number of rooms, others on number of operational users, while some PMS providers charge for additional modules and integrations and others don’t. Some are subscription based and others an outright purchase. Some charge additionally for support, others don’t. It can all seem very complicated, but the simple fact is that it is important to assess the overall cost, relative to the functionality and benefits that you will receive in return. Does the benefit greatly exceed the cost relative to the level of product sophistication? What about customer support, continued development investment (innovative providers invest into the future to develop new features), third party integrations (while the PMS is the heart of the property it can’t operate in isolation) and degree of compliance hosting security?

Third-party integration Integrations, in general, third party interfaces are extremely complex and change over time as third party provider’s change their product and code, but your PMS should be able to integrate SEAMLESSLY with other systems. PMS providers with a solid track record of delivering and supporting (both from an operational and technical perspective) interfaces will provide you with confidence that it can deliver future integrations and maintain ongoing connectivity.

Migrating data

Your PMS is the heart of your operation!

When changing PMS provider it is important that you migrate as much historical guest data as possible – it is, after all, your hard earned IP, and if used correctly (good and innovating PMS providers will have guest

In the complex world of property management, channel management and distribution, it is vitally important that you engage with a PMS provider with credibility that you can trust.

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Choosing the right PMS can be difficult, but moving with the times is important...

Help Manual

Cloud Based Solution

Property Management

Channel Manager

Dynamic Pricing

EDM Marketing Module

AND MANY, MANY MORE !

Exclusive Offer: Sign up with RMS and get 3 months free! RMS is a complete Cloud-Based Property Management System and can help you run your motel better so you have more time for concentrating on your guests. It is immensely powerful yet extremely cost-effective with an incredible array of functions that can be tailored to your needs. To learn more visit www.rmscloud.com/Motel

Call for a demo! 03 8399 9462

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The new world of customer service JANET C MARLETTO

Several decades ago Tom Peters defined “fine service” in his major best seller, In Search of Excellence. At that time Nordstrom’s was the platinum example. Their “no hassle” return policy was just that even if they had not sold the item originally! There is the classic example of a “customer” who returned automobile tires! Nordstrom’s honoured the return and made service history because it sells clothing, shoes, accessories, and jewellery like other upscale stores.

adly, that tire returning pseudo customer was a preview of what is seen all the time now.

Before the Twenty-First Century dawned in 2001, the typical customer followed rules of etiquette, decorum, and politeness and had reasonable expectations of a graceful resolution. However, in this age of speed in all aspects of life: 24/7 news. all aspects of social media with instant access and communication, the world of customer service has morphed into the “be ready for anything” mode. This includes the “quick to rage” customer who seems to lack patience and often lacks effective communication skills. Consequently, the customer service person must be able to “detach” and remain calm, understanding, communicative, and positive. Kindness is powerful; superciliousness is deadly. If a customer detects a “smirk,” all credibility and rapport can be lost. I remember a situation at a luxury hotel where I was manager on duty. A hotel guest had a concern which was being handled by a front desk agent. All of a sudden the guest requested a manager. I arrived to find a guest who was offended by the facial expressions and body language of the front desk agent. The guest and I interacted professionally. I asked the guest to explain his concerns. All the while I listened and nodded at intervals to indicate that I was listening and understanding. At the conclusion of the discussion, I asked the guest what he would like to have happen. He enumerated his desires. They were reasonable and do-able. The guest was pleased and stated so. He also added that he appreciated how I had interacted with him. All of this comes down to clear and proper training and modelling. It is definitely worth the effort. Most people who handle customer service are either naturally pleasant or are trained to be so. Thus, a polite customer is treated professionally and kindly. However, in this “Instagram” world, it is not unusual for a finicky or displeased customer to express displeasure via the cyber world before sharing the concern with someone on site who can correct or improve the

situation. This is the equivalent of judging and assuming before anyone was given a chance to reverse the situation. In fact, it is as bad as an enraged customer screaming at the customer service person or manager. This is the sign of a person lacking in sophistication and manners. We all have experienced less than satisfying customer service. Yet, it is excellent service that fills us with gratitude. It often surprises us too! For example, I had placed a number of items on hold at my local branch library. I had been waiting months for some of them. As luck would have it, I received notification that the majority of them were available at the same time. So, I went to the library and spoke with a librarian because I was not going to be able to read for several weeks. She announced that they offer vacation check-out by extending the due date for a few weeks. This was ideal! What a great surprise and a wonderful service!

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Recently, I was preparing for a trip. I expected to rent a car so that I would be able to drive from the airport to the hotel and to various locations. Above all, I wanted to be able to drive to the airport by 4 o’clock in the morning. To be sure that this could work smoothly, a few days before departing, I called the car rental company to find out what the logistics are related to picking up and returning the car. The gentleman proceeded to inform me that if the shuttle was not available that I could take a cab and be reimbursed. I stopped him there and asked where the rental cars were located. (In the past they had been downstairs in the airport.) He said vaguely that they were “a distance.” He never defined that. Then I asked him about returning the car. That was cumbersome too. All of this was defeating the purpose of convenience. So, I called the hotel and learned that they had a complimentary shuttle within certain time frames and that they could recommend a cab driver. The service oriented hotel person affirmed that they had drivers who could assist me and that I could schedule them for my visit. Needless to say, I did that immediately and called to cancel my rental car reservation. Thanks to the excellent drivers I had a way to the hotel after shuttle hours and a way to the airport at 3:45 in the morning! What great service! This was not a highly rated hotel; however, this level of service is high level... and totally appreciated! This kind of service causes a guest to overlook flaws. We would like to think that everyone is doing the best they can. People want to do well. The current trend of not training staff for fear of losing them to competition is counterproductive. Everyone suffers: the customer and the employee. This was evident at a huge store at a major attraction. There were staff members everywhere; however, almost no one could answer a question. This was the case in a nearby specialty shop as well. Very disappointing. Even in more modest locations, it is the same thing. Caring and informed employees shine like super stars because they are rarities.

department store sends a discount for your birthday or account anniversary. These gifts act as appreciation for the customer. By reinforcing a connection between the customer and the business, there is a positive reaction on the part of the customer. What’s new? The application of gamification draws customers to the business. The business is rewarding the customer in advance. Years ago there was no such expectation. Now, the customers watch for these perks and even demand them. The boomerang effect happens when customers only shop when they receive some sort of monetary incentive. This cycling of rewards requires marketing expertise so that the bottom line does not crumble due to slumps. Some coupon givers manage the duration of the coupon very tightly. One fast casual restaurant allows only one coupon per table even when guests are paying separately. There is no extension of the effective date range. One retailer keeps track of “cash” gifts so that they cannot be used if they have been redeemed previously. Yes, customers sometimes try to use them again. On the other hand if the customer earned the cash due to purchases of gifts for other people and the recipient returns the gift for real cash, the gift giver’s “cash” has been affected negatively... all without the knowledge of the gift giver. In this age of “gimme”, companies do their best to attract customers with discounts and gifts. Nonetheless, loyal clientele is more apt to return thanks to personalised service, because when there is a sense of generosity and kindness, it is a pleasure to shop or to do business with a company. The greatest gift of all is informed service thanks to competent training. Everyone acknowledges that losing staff is expensive. Yet, there is hesitation to train for fear of competition. The rewards of well trained staff include satisfied customers who sing praises of the excellent service to their friends. It is a winwin without a doubt. Janet Marletto’s profile is on LinkedIn; she can be contacted by e-mail: jmarletto@yahoo.com. She is available for effective mentoring and consulting.

Customers return to stores and businesses where they are treated well. They enjoy interacting with knowledgeable and professional staff members. Above all, they spend more money at these locations. When this is the case, there are fewer disgruntled customers. Everyone does customer service by serving the customer. Even when things go badly, the customer has confidence that a fair and equitable solution will be found. This can be at a medical office, in a store, at a restaurant, at a hotel…anywhere. We all can identify with this: the replaced item at no charge; the unsatisfactory dish taken off the bill, an additional discount. These fortuitous actions are even sweeter when they were not requested. For example, the customer service person on the phone arranged for a credit on a cable bill because of so many hassles with billing and a clumsy website. The fast food attendant made up for an incorrect order with a complimentary item. The beautician gives a complimentary service on your birthday. The

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Maintaining carpet and saving money in the process COLIN NATION

The soil cycle

Rule 1. Use a commercial upright vacuum cleaner.

arpet soiling is made up of 2 main types. “Free soil” and “Bound soil”. A study by Dr Eric Brown of “Cleaning Research International” in the UK revealed that 78% of the soil in a carpet is dry particle soil. The remainder of the soil is the sticky stuff that bonds a lot of the dry soils to the fibre causing the carpet to look ugly and dull.

It should have two motors. One motor drives a spinning cylindrical brush/beater bar which vibrates the carpet to shake the grit from the pile, up into the airflow. The vacuum motor moves the dirty air to deposit the soil in the receptacle. A good machine will have disposable dirt bags for safe disposal of collected waste. It should be fitted with High Efficiency Particulate Air (HEPA) filtration for the safety of the operator and others within the building to limit re-distribution of finer soils.

The numbers actually vary significantly depending on the carpet, location, maintenance regime, and internal and external environment and are generally comprised of the following components; Soil component

Percentage

Sand and silicates

30 - 40

Oxides and carbonates

6 - 24

Animal and cellulosic fibres

20 - 24

Resins, gums and oils

6 - 10

Moisture

3 - 10

Free carbon

0-3

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

Rule 2. Learn to use it properly. Don’t try to push it about like a suction wand. Just stand upright, relax and walk forward. Keep the handle by your hip and just walk forward. People who say they don’t like upright vacuums are usually trying to push and pull them like a suction wand. Used properly, an upright vacuum will cause less back soreness, be more efficient and remove much more soil than a suction only cleaner.

Rule 3. Learn how to correctly spot clean a carpet. It is usually those little grey spots on the carpet that can make a whole room look bad. Many of these grey spots are residues of spot cleaning chemicals. Use a WoolSafe approved spotter for removing those little grey spots. (I will cover spot and stain removal in another article.)

Rule 4. When spot cleaning doesn’t work, call a professional carpet cleaner. You can find a list of professional carpet cleaners who are WoolSafe Approved by going to www.woolsafe.org

Technical stuff When choosing a vacuum cleaner there are several things to take note of.

Carpet uglies out long before it wears out

Wattage. Does the bigger wattage mean more suck?

Correct maintenance will improve the appearance and extend the life of carpet.

Not necessarily. The wattage rating is just a measure of the power used by the vacuum cleaner. A 2000 watt vacuum cleaner could have 500 watts of noise and 500 watts of heat with only 1000 watts left for suction. It could have inefficient hoses or pick up head and then there is the filtration to worry about.

Here are the simple rules of carpet maintenance.

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A quality upright vacuum cleaner will have a relatively small wattage rating because there are less noise and heat losses and more efficient airflow passages and a well designed agitator bar does more for soil removal than the actual airflow.

A bucket or barrel style vacuum cleaner will generally take a lot longer to achieve a decent result as the operator has to provide the agitation.

Agitation. What does the agitator do?

Power heads. Will a power head attachment make my suction cleaner perform better?

The air flow of an upright vacuum cleaner is merely there to transport the soil into the filter and soil collection chamber. It is the spinning agitator that vibrates the carpet to shake the grit loose from the carpet fibres. The grit is then picked up by the brush, which sweeps the soil into the airflow chamber where it is then transported to the collection and filtration chamber.

A suction cleaner relies on you to provide the agitation. Six passes with a suction cleaner will be about as efficient as just one pass with an upright vacuum. This is because the inbuilt agitator is doing most of the work. A turbine driven power head can be fitted to a suction cleaner to help improve the efficiency, but remember, the filtration will still need to be good.

An agitator vacuum will always out perform a suction-only cleaner.

So a quality commercial upright vacuum cleaner will cost a bit more to start with but the benefits far outweigh the cost. Your staff will appreciate the ease of use when shown the correct techniques for use, your carpet will benefit from the removal of the damaging dry gritty soils, your guests will appreciate a cleaner healthier indoor environment and your budget will benefit from the extra time your carpet will last. And with programmed correctional cleaning by a professional carpet cleaner your carpet will look good for longer too.

Filtration. Cloth filters, paper bag filters or bagless. Which is best? Filtration is probably one of the most important functions of a vacuum cleaner. Particle size distribution is important when it comes to filtration. According to the Australian Standard 3733/1995 a vacuum filter should filter 97.5% of dust to 0.5 micron. A human hair is about 20 microns in diameter. Particles up to about 3 to 5 microns can remain suspended in the air for hours. This is important when it comes to our own safety. We donâ&#x20AC;&#x2122;t want to be breathing in this dirt into our lungs. So a really efficient vacuum filtration system is essential to trap soil in the vacuum cleaner instead of just re-distributing the fine dust through the building. Cloth bags are usually just not good enough for our health sake. Bagless technology sounds good, but be careful when emptying them, because the dirt becomes airborne when we shake it about trying to get the last of the dirt out of the container and this dirt can be breathed in and can make us sick. A replaceable paper bag is best for safe disposal of the dirt.

Does Size matter? Obviously the wider the vacuum face, the faster we can cover the floor, but it also becomes harder to push. You can buy upright vacuums in a variety of widths depending on the areas you are using them. A commercial ride-on vacuum is generally going to be too big to squish into a small area but these are generally not made for real carpet maintenance as such, but more for surface litter cleaning of large areas.

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Manual handling and lower back pain DR DENIS BOULAIS I National Risk Manager (Broadlex Services Pty Ltd).

Lower back pain affects most of us at some stage of our lives and is one of the most common ailments troubling mankind. It may be referred to by a number of names such as slipped disc, arthritis and lumbago and when it causes pain shooting down the leg – sciatica. Lower back pain often commences without any warning and for no apparent reason. It can then interfere with simple activities at work in addition to preventing one from getting a good night’s sleep. Then just as mysteriously as the pain started – it subsides and we quickly forget about the episode. This article explores lower back pain in the cleaning industry and correct lifting technique that may reduce the risk of such an episode.

ith animals that walk on all fours then the weight of their body is evenly distributed via their legs. As the body is held in a horizontal position then the compressive forces that apply to the human spine when upright do not occur. Humans have evolved a spine that is held in a vertical position during working and waking hours and bears the compressive weight of the body it supports. As a role of the spine is to protect the spinal cord and bear weight then the vertebrae have adapted discs to support heavier weights and curvature to provide better flexibility and shock absorption. The part of the spine located above the junction with the pelvis is where the most strain occurs on the back. Clearly from examination of back injury then statistically this part of the spine dominates in terms of injury location. Lower back pain is not caused by cold weather as many believe; it is caused by mechanical strains. Many tasks within the cleaning industry have the potential to strain the lower back and these ultimately need to be identified, assessed and controlled. Mechanical pain can be caused when overstretching results in damage where a force causes excessive strain upon the lower back. This may occur as a result of emptying bins particularly where the bin is heavier than the cleaner initially anticipates. When soft tissues around a joint are overstretched the ligaments are the first to cause pain. Often these ligaments are essentially retaining walls for the spines discs that absorb shock between the vertebrae. The extent to which the discs become involved may influence the pain levels experienced. When a ligament surrounding a disc is damaged to a level where the disc loses its ability to properly absorb shock the discs outer wall may become weakened. This may allow the soft content of the disc to bulge outwards. If it bulges far enough it may contact

the sciatic nerve and this may result in symptoms involving the leg. As a result of disc bulging and distortion then poor spinal alignment may lead to extreme pain. In relation to cleaning then for the remainder of this article I shall focus upon safe lifting as per the steps below. Step One: Planning the lift is crucial, it is important that a load is assessed considering its size and shape. It is important to also think about where the load will be placed and whether there will be any obstructions. Any need for assistance should also be considered alongside task specific risk assessment. Step Two: It is important to consider the best way to lift taking time to account for the following points. »» Keep your feet apart with an aim to maintain good balance. »» Aim to minimise lower back bending and avoid twisting. »» Lift smoothly avoiding jerkiness whilst keeping the back straight and bend the knees. »» Always watch your step and remain well aware of your surroundings. Step Three: One must always get a strong grip where the whole hand should get a secure grip and where gloves are required then they should be provided and used. Step Four: The load should be pulled close to the body, it is important that one holds the centre of gravity of the object lifted as close to the abdomen as possible using the long arm muscles to handle the load. It is important to note that a 10kg bin held at 80cm from the body has an equivalent load of 50kg held close to the body.

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Step Five: If one feels that something is too awkward or heavy then the use of a mechanical lifting aid is important. Where no such devices are available then it is important one finds a partner as close to similar height as possible and completes a team lift. It is important to note that clear communication is crucial in the coordination of a team lift – particularly where there are more than two lifters involved. Step Six: It is important to warm up prior to manual handling activity and where possible aim to alternate heavy lifting tasks with lighter ones. Warm up exercises are also very important prior to and during activity. Many incidents occur early within a shift due to lifting cold – hence the importance of warm up. It may pay dividends to engage the services of an occupational therapist to develop a warm up program suited to the work being completed. On a final note I cannot emphasise enough the importance of risk assessment with manual handling which should be both task and site specific. There is a quote that states that “back pain is just youth leaving the body”, maybe there is some truth to the quote

however within an aging industry it is yet another reason to focus heavily upon manual handling with the purpose of controlling and reducing its risks. Figure One (Left) A risk assessment should always where possible give consideration to the use of a hand trolley. A hand trolley is a fantastic cost effective manual handling tool for reducing frequency, duration and weight factors during manual handling activity. Figure Two (Right) A risk assessment should always give consideration to the use of a shoulder strap when using blowers. Risk assessment should also extend to other alike risk control measures such as comfortable support mechanisms on backpack vacuum units etc.

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Is that really clean?

4 common motel cleaning myths MURRAY MCDONALD I Director of Duplex Cleaning Machines

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

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

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

Fresh sheets equal clean bed Many motel cleaners know the prevalence of bed bugs. Therefore, much attention is paid to the daily replacement of bed sheets and linen, and regular vacuuming of beds, but these processes will not eliminate bed bugs. The eggs that are laid by bed bugs are extremely difficult to get rid of, and the only way to eliminate bed bugs and their eggs is through deep steam cleaning. Bed bugs are vulnerable to high heat. Steam vapour temperatures of +180 degrees Celsius will provide a deep clean, deodorise and kill bed bugs and their eggs.

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

Bathroom plus chemicals equals disinfection Bathrooms are typically cleaned by methods such as human scrubbing and large amounts of chemicals. With a high number of visits and guests, this can lead to the build up body fats, hairs, bacteria from wounds and potential disease outbreaks. Bathrooms are one of the main rooms that can accumulate a large amount of unhygienic and unhealthy matter, putting the health of your guests and business reputation at risk.

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Manual scrubbing and chemicals alone won’t completely break down and dislodge matter and bacteria build up in pipes, drains and on surfaces. For example, a surface may “look” clean, but there is underlying bacteria, soap scum and mould that cause tinea. Today’s modern commercial cleaning processes that meet industry guidelines and standards involve steam cleaning, microfibre and investing in specifically designed machines. A method known as “steam vapour” is a superheated, dry and consistent steam cleaning process. A good steam vapour cleaning method will involve the vapour to be heated to a temperature of +180 degrees Celsius, and at this temperature, it kills all bacteria, and vaporisers all mould, grime and stain build up.

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

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or moteliers looking for a solution to gain traction in the market and bring some balance back to business with the OTAâ&#x20AC;&#x2122;s, that answer might be easier than thought and straddle the divide between independence and branding â&#x20AC;&#x201C; through Golden Chain. Amongst other groups, Golden Chain is a level of uniqueness in that they applaud and celebrate the individuality of member properties rather that pushing them into a predetermined mould. This allows Golden Chain members to have more freedom and the kind of independence that so many managers want whilst allowing the property the capacity to align with a strong and established brand. The company started more than 30 years ago as an all-Australian cooperative of moteliers, before spreading across more than 200 locations, breathing life into properties around Australia, Indonesia, Norfolk Island and Vanuatu.

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Golden Chain offers 3 separate sub-brands across the group including Golden Chain Classic, Golden Chain Platinum and Golden Chain Budget Best each set to ensure operators in the middle market of the industry have a brand they can fall under and attract the appropriate demographics. The brands are then supported by the recently updated QA program offered to members The group has had a huge 2017 with a nationwide advertising and marketing campaign launched covering TVC, radio, outdoor, digital and SEM. This is part of the process of rebranding as well as contributing to the growth and engagement with their guest base. Golden Chain also implemented a new Preferred Supplier Program, rolled out new merchandising packs for members and introduced a new website design and functionality increasing the appeal of the site and contributing to increased visitation and guest use of the site. 2018 is looking great for Golden Chain with upgrades the booking engine further website and App improvements and Updates to Golden Chainâ&#x20AC;&#x2122;s long-standing Heart of the Country promotion which members may leverage to their own direct guests.

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Articles

Are we the culprits? MARC FERGUSON I International Business Development Manager for Kaivac

Like all properties open for use by the public, hotels and motels must be aware of liability issues. According to a 2015 report in Hotel Management magazine, the most common type of liability the majority of hotel and motel properties face is in the form of slip and fall accidents.1

his is further substantiated by the US-based National Floor Safety Institute (NFSI). This organisation also reports that slip and fall accidents are the number one cause of accidents in hotels (which would include motels), restaurants, and public buildings. Plus, the overwhelming majority, more than 70 percent, happen on flat floor surfaces. This means there were no floor imperfections, no cords strewn across the floor, or any obstruction that could have caused the accident. But here is something very important that hotel/motel administrators, as well as housekeepers, should also know: not only are most slip and fall accidents preventable – they may actually be self-induced – as a result of the way the floor is cleaned and maintained. Of course, the cleaning professional has the best of intentions. But as the floor is being mopped, the traditional way of cleaning floors, the effectiveness of the cleaning solution is being diminished. This is because of the soil collecting on the mop and in the mop bucket. As this continues, the housekeeper is no longer cleaning the floor with a cleaning solution, but mopping the floor with soil and soiled water. Here’s what happens next:

»» While the soil particulates from the mop and mop water stay wet on the floor, they expand and become slippery. This opens the door for a slip and fall accident. »» Once the soil dries, it begins to leave the floor looking dirty. This means that the cleaning professional repeats the whole mopping process, re-creating a situation in which a slip and fall accident is once again possible. »» This is why, according to these reports, over half of all slip and fall accidents are the result of dirty, unsafe floor conditions. This is why, according to these reports, over half of all slip and fall accidents are the result of dirty, unsafe floor conditions. In addition, many floors, such as kitchen and restroom floors, are constructed of porous tiles.

Grease, soils, and soap often fill the pores and bond to these tiles. When this happens, the greasy build up creates a hazardous film barrier between the soles of the shoe and the naturally slip-resistant surface, especially when the floor becomes wet.

Prevention If we are in the unfortunate circumstance to be a key part of the problem, it is up to us to make some very necessary changes. We already mentioned that most slip and fall accidents are preventable. So here are some steps that should help us turn things around:

motel owners Journal THE AUSTRALIAN

Have safety meetings with all staff. Everyone must be aware of the many types of conditions and situations that can result in a slip and fall accident. While wet soiled floors are the number one reason for slip and fall accidents, other causes can be curled mats, uneven floors, debris or moisture walked onto the floor, a spill, etc.

but at a fraction of the cost. As the machine is walked over the floor, it applies cleaning solution to the floor, agitates the floor to loosen soil, and then vacuums up soils and moisture. The floor is left clean and dry. Select NFSI Certified Equipment. When a floor cleaning system, such as the SUV just referenced, is NFSI certified, it means it has been independently, third-part tested to help prevent slip and fall accidents.

Regular floor inspections. The best way to prevent a slip and fall accident is to monitor the floors throughout the day. This is especially true in areas of the hotel where coffee and other beverages are served. Many lawsuits are lost by hotel owners when the injured party can prove the floors were not inspected on a regular basis.

Another issue to be aware of is the upkeep of the outside of the hotel and motels. While mats certainly help prevent outdoor soils from being walked in, they are not designed to prevent all soils, moisture, grease and oils, and other contaminants from entering the building. Exterior areas such as parking lots, garages, walkways, etc., should be inspected and cleaned regularly.

Develop a spill response program. If a spillage of food or liquid is found, administrators and housekeepers should know exactly what steps to take as soon as a problem is noticed, from setting up safety cones to what types of equipment to use to clean the area.

Marc Ferguson is the International Business Development Manager for Kaivac, developers of the No-Touch Cleaning® system and the OmniFlex™ Crossover Cleaning system. He can be reached via his company website, www.kaivac-emea.com, email office@kaivac-emea.com, or call +43 6216 4524 15.

Avoid using mops. It’s clear that mopping is a dangerous contributor to slip and fall accidents. There are floor mopping alternatives such as “SUV” systems, now in use in many retail store outlets. These work similar to an automatic scrubber,

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Articles

Permission to lead... RALPH PETERSON

“

Did she just pull apart that linen cart and then leave,” I said. The laundry worker looked over and nodded. “They always do,” she said.

“You let them do that?” “No. I don’t let them.” She looked exasperated. “They just do it.” “I would have blocked the door if I were you,” I said. She laughed. “I’m serious. I wouldn’t have let her leave without cleaning up that mess.” “No one listens to me,” she said throwing up her hands. “I’m not in charge of anyone.”

“No?” I said. “Nope.” “Hmmm,” I said and looked around the rest of the laundry room. Despite being in the basement of a nursing home, the room had large windows and lots of sun. Most of the room was very neat and organised. Except for the place by the door where the resident’s personal laundry, Hoyer slings (used by nurses to lift residents) and pillows were kept. “She’s right; they don’t listen to us.” It was another laundry worker. She was in the back room, but had apparently heard our entire conversation and came out. “Do they not have enough linen up on the floors,” I said. “They’re not after linen. They’re after slings,” she said. I nodded. “Or personal laundry.” “Do you deliver slings?” “No, because then they would just make a mess of them up on the units.” “Plus, we only wash them. We don’t dry them,” the first laundry worker chimed in. “We hang them all to dry.” I watched them talk in tandem. As if they have told and retold this same story a million times. “It is what it is,” one of them said and they both resumed folding linen. I watched them, and then looked back at the mess of personal laundry and slings and pillows in the corner. I’m sure they have spoken up. Have tried to get people to pick up after themselves when they come into the laundry room. They’ve probably complained a thousand times. But when you speak up and no one listens… I can see why you start to let it go. You stop complaining and instead adopt an attitude. “It is what it is,” they say. Which roughly translates to, “if they don’t care, then why should I?” – Soon, no one cares, no one picks up after themselves and instead of having a neat and tidy laundry room where you can actually find something when you need it, the room is a mess. “Okay,” I said, interrupting them. “Let’s try this. I’m going to give you ladies two options.” They both looked at me. “Are you ready?” They nodded slowly; unsure. “One, I am going to give you permission to speak up; you can yell, block the door, and refuse to let anyone in, who isn’t going to pick up after

motel owners Journal THE AUSTRALIAN

themselves…” I think they both rolled their eyes at me at the same time, which made me laugh. “Or,” I said dragging the word out. “You can pick up after everyone who walks in here and pulls things apart.” They both start shaking their heads instantly. “Those are your choices” I said. I looked at one and then the other, a little devilish grin on my face. They wanted to protest. To argue. I raised my hand to stop them. “The one option that I did not give you, the one option you do not have, is to leave the room a mess like this.” I gestured toward the pile of clothes. “You don’t have that option.” They both wanted to respond, but neither of them knew exactly what to say at that moment. They looked at each other and then back at me. I walked over and pointed at where the personal laundry and slings and pillows were kept in a huge pile, spilling onto the floor in the corner. “This is not acceptable,” I said pointing. There’s resident personal laundry on the floor. Clothes are wrinkled. There are slings, and positioning pillows and wedges, and blankets… I mean; look at all of this stuff.” “Yeah but we just told you. We can’t stop the nurses from coming in here and tearing that apart. They don’t care what we say. We’ve complained a million times.” I nodded.

“And being “your” laundry room, means, you are responsible for it. The first thing you have to do is to clean up this mess. Some of that personal laundry needs to be rewashed. Then it all needs to be hung on a rack. The positioning pillows and wedges, should be put somewhere by themselves and the slings… why don’t you them up by their size? Make it is easier for nursing to find the size they are after.” They hadn’t thought of that and nodded. “We need to have this cleaned up today,” I said. “After that, remember, you have two choices. You can make people pick up after themselves; which I give you permission to do, or you can clean up after everyone who walks in here. It’s your choice.” I nod at each one, trying to get a nod in return. “Leaving the laundry room a mess,” I said shaking my head from side to side. “No longer an option. Got it?” “Got it,” they said and I could tell they wanted to roll their eyes again. I didn’t wait for it. – Ralph Peterson is Professional Speaker, Internationally Syndicated Columnist and Author of the books, Adventures in Dietland: How to Win at the Game of Dieting from Former Fat Guy & Managing When No One Wants to Work, (Four-Nineteen Press, 2017-2014). Additionally, Ralph is a management training and development consultant that specialises in building Five-Star Leadership Teams in Health Care. Contact him at Ralph@RalphPeterson.com (Twitter: @ralphpeterson08).

“I understand. I really do. But let me say this. This is your laundry room. You two are in charge here.” They weren’t buying it but I continued anyway.

Articles

How often do you check your website? GARY BERMAN

70% of your potential guests view your website images prior to making the buying decision and the quality and quantity of these will greatly influence this decision.

o have a good look at your website, its images and overall “feel” and then answer honestly, would you book a room at your own property?

If your answer to the above is yes, your images are appealing, they accurately depict your property and you’d definitely book a room, then all good and there’s no need for you to read on. So, turn the page and enjoy the rest of this excellent publication. Now for those of you who were slightly hesitant and thought your website could look a little better by improving or changing some of the images, adding video and possibly new wording please read on.

suite, you would not show that in all its glory, but you would point out that this is special and you only have one of these. So while images that go over the top are not recommended, the same goes for images that are generally poor. Some examples of bad images are: »» They may be too small, which not only looks strange, but makes it difficult for the guest to see what the photograph is showing »» They may be outdated, displaying areas or facilities that do not exist anymore

You might be surprised to know that you don’t need the very best and most expensive images and you don’t need to show only the best your property has to offer.

»» They might show some of the worst areas of your property (yes this does happen), and mainly because someone got lazy and didn’t check the images posted on the website

While your potential guests expect to see favourable photographs of your property, the vitally important issue here is that they accurately reflect the “star” rating and standard of your property.

»» Some properties show only a couple of images where the site could take a lot more. Use the maximum amount of images allowed.

You can do more damage by showing the only room with an ocean view as representing every room in your establishment then showing your average room.

Most importantly, all the above apply not only to your properties site but also to the range of third party OTA’s such as Wotif, Booking.com etc etc.

There are also issues if furniture is moved around, flowers and other items are added for the shoot where the room looks great but is unrecognisable to the guest when everything is put back in place.

Another issue is with the advent of smart phones and the ever improving camera quality; it is getting easier for anyone to point and click thinking they don’t require a professional photographer.

The rule is that it’s better to show what the majority of your property looks like rather than the one or two amazing but one off areas.

This is a mistake as photographers who specialise in the hospitality industry know much more than just how to take good shots, but also have a good understanding of the correct areas to shoot, the props to use, best time of day etc.

There is nothing worse for a guest arriving at their destination, walking into the foyer and thinking, this looks nothing like the property I booked.

And before you say, I can’t afford a professional photographer, like everything if you shop around you will find a reasonably priced option. (You might even find one who will take part of the fee in accommodation.)

You immediately have a very unhappy guest who will likely not return and all because you over represented your property with the wrong images.

Here are a few things to consider when looking for a photographer:

This is not to say that if you had a honeymoon or Presidential

»» Do they specialise in the hospitality industry?

motel owners Journal THE AUSTRALIAN

3. Outdated facilities

»» Do they have a website and portfolio of shots you can see? »» Are they offering a set amount of images for the price and if so how much are extra shots?

This property has not offered pool for a number of years.

»» Will they give you the images on a USB or other format for you to use in any way you want or are they restricting where you use them?

4. Not enough images

»» Do they have references or have they been recommended by other properties?

Many properties do not use sufficient photographs on their own site, nor the maximum allowed on third party sites.

»» How much time do they need to do the shoot which will affect the cost and are there any extra costs you should know about

5. Only showing best room or view Will all rooms have this view, or in fact will ANY rooms have this view?

»» How long will the turnover be i.e. when will you receive the images. Finally, here are examples taken of actual websites that show some of the common mistakes discussed above:

1. Pictures too small

2. Inferior quality or just really poor images

It is far better to have images that reflect the true picture of your property in a favourable light, rather than over promising and under delivering.

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Pools

LINKING UP WITH THE

LovibondÂŽ PM 630

Water hygiene in pools and spas YVETTE THOMMESEN I Waterlilly Australia Pty Ltd

Modern water treatment is a basic requirement for healthy pools and spas. Of course, the treatment results should be checked regularly in order to determine whether the water treatment is optimal, especially in consideration of changing operating conditions such as the number of bathers, the weather, the type of disinfection, etc. If there are deviations from the recommended values for the hygiene parameters, measures can be taken to eliminate a potential health risk ahead of time. The new LovibondÂŽ PM 630 Photometer for Professional Pool Water Testing introduces data management and BluetoothÂŽ functionality to the highly proven PM series of photometers

What does the term hygienic auxiliary parameter mean? Hygiene refers to the general measures for prevention of infectious illnesses â&#x20AC;&#x201C; to achieve this water treatment is used. Auxiliary parameters

Using the free Lovibond App, AquaLX , operators can store, review and share test results. Pre-programmed with 34 water test methods, the PM 630 combines high accuracy with simplicity for rapid and reliable results you can count on!

are characteristics on the basis of which the water

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quality can be measured. A brief explanation into the significance of the most important verification methods is presented in this article.

Free chlorine is an effective means of disinfection and oxidation of water in swimming pools and spas. How often and how much chlorine must be added depends on how frequently the pool is used. Other factors, such as the water temperature, solar radiation and addition of fresh water, must also be taken into consideration. The free chlorine formed in the water guarantees disinfection for a limited period and is nearly odourless. The recommended measurement range is between 0.3 and 2.0 mg/l, depending on whether inorganic or organic chlorine (stabilised chlorine) is used. The measurement of free chlorine in parallel to the pH value is normally carried out with the Pooltester.

Combined chlorine With the chemical reaction of free chlorine with organic

motel owners Journal THE AUSTRALIAN

impurities, chlorine compounds like combined chlorine or chloramine arise. These chloramines cause skin and eye irritation and the unpleasant chlorine odourâ&#x20AC;&#x2DC;. Combined chlorine has practically no effect as a disinfectant. In order to kill off microorganisms or render them harmless and to break down combined chlorine, the pool water must be re-chlorinated regularly. The concentration of combined chlorine should be minimised (<0.2 mg/l); ideally there should be no trace of it.

Total chlorine Total chlorine is the sum of free and combined chlorine. First the free chlorine is determined, then the total chlorine. The difference from the two values is the concentration of combined chlorine.

Alkalinity Alkalinity is the term for the acid buffering capacity of the pool water. It is part of total hardness and is also identified as temporary hardness. High alkalinity values prevent heavy fluctuations in the pH value. With a high alkalinity, the pH value is difficult to influence. With a low alkalinity, very small additions of acids or bases can trigger heavy pH value fluctuations. Therefore, the alkalinity affects the stability of the pH value and the pH value, in turn, determines the effect of the free chlorine as a disinfectant. The alkalinity should be adjusted to a range from 100-160 ppm (mg/l) of calcium carbonate (CaCO3); this corresponds to a hardness of approximately 6-9 dKH.

Complete water analysis pH value The pH value indicates whether the pool water is acidic or alkaline and is a crucial factor for the efficacy of the free chlorine as a disinfectant. If the pH value is less than 6.5 (acidic range), eye irritation occurs. Signs of corrosion can also appear on metal parts. As pH values increase above 7.8 (alkaline range), the effectiveness of free chlorine decreases. The water can become clouded and calcium deposits can form. An ideal pH range is between 7.0 and 7.4.

Lovibond Photometer systems operate using a photometric measuring principle with tablets reagents having long-term stability. If all of the values are within the correct range, impeccable water quality is assured along with the long-term preservation of the structural materials and all components of the swimming pool. The Lovibond Water Treatment and Analysis Handbook is a great resource for pool operators who wish to learn more about water quality testing. Ask for your free copy from Waterlilly Australia Pty Ltd by email at sales@waterlillyaustralia.com or call 02 9798 9975.

Pools

Additional benefits of robotic pool cleaners Reduced water consumption & chemical use MAYTRONICS

For a long time now the energy consumption of various pool equipment has been easily quantifiable. However, pool cleaning technology lacked the testing of energy consumption making it more difficult to prove comparison claims of a cleaners efficiency. That was until an independent electricity company, PG&E undertook an analysis to compare the different types of pool cleaner’s energy consumption over the course of the year. Needless to say that robotic pool cleaners consumed much less energy, being 65% more efficient to run than the next best option of manual cleaning (excluding labour costs) and a whopping 93% more efficient than the least efficient option of booster (pressure) pump cleaning. With the science behind the claims we are more accepting of the facts confirmed.

part from energy efficiency gains, there are many other benefits of using robotic pools cleaners that also reduce the operating costs and the hassle of maintaining a swimming pool. Putting aside the excellent cleaning results for one moment. A good quality robotic pool cleaner will also deliver savings in other areas such as reducing water consumption and lowering the need for chemical use to balance water. Much like all pool cleaners before PG&E undertook their pioneering pool cleaner energy consumption study, there is no official or standardised measurement for water saving and reduced chemical usage. Perhaps this is because all pools vary to some degree in the vagaries of operating costs and maintenance required. However, it is still possible to commence some investigation to reach conclusions about other savings. Let’s break it down and analyse the two factors – reduced water consumption and reduced chemical usage attributed to using a robotic pool cleaner. Keeping in mind all pools do vary to some degree, this case study focuses on the principles of operation and maintenance to open a conversation about best practise to find a way the industry can standardise measurement and calculation of savings achieved.

Robotic Pool Cleaners Reduce Water Consumption Reduced water consumption is achieved as robotic pool cleaners collect dirt and debris independently from the pool’s main water

filtration system. Everything collected by the robot is stored in the cleaner’s internal filters and is removed from the pool system with the robot at the end of each cleaning cycle or when the canister is full. Compare this to the popular suction pool cleaner still currently used by most pools in Australia. Suction cleaners deliver all dirt and debris directly to the pool’s main filtration system with the larger debris caught in the skimmer box basket. The smaller debris remains in the pool filter (and the pool system) building up until the pressure reaches the point Robotic Pool Cleaners remove both fine and coarse particles before they reach your main pool filter, this greatly reduces the need for backwashing

motel owners Journal THE AUSTRALIAN

where backwashing is required. Suction cleaners, when continually connected, can spend eight hours each day delivering debris to the main pool filter. A view may be that for every two backwashes, where a robotic pool cleaner is used, there would be an extra backwash required for a pool where a suction cleaner is used. Based on this, using a robotic cleaner may save you 33% or more of your backwash water which adds up quickly over time. Along with less frequent backwashing needs, robotic pool cleaners also work to improve a pool system’s hydraulic flow with better water circulation and pool turnover times. Reduced pressure build-up in the main filter system is the contributing factor for improved circulation that also allows the pool equipment to operate more effectively (pump, filter and chlorinator). This creates an environment for a healthier pool and leads into the next benefit that robotic pool cleaners contribute to – reduced need for chemical usage.

Robots like the Dolphin M 500 that scrub floors, walls and waterlines remove dirt and debris before chemical sanitation is required to neutralise the foreign body.

Robotic Pool Cleaners Reduce the Need for Chemical Usage So now the pool pump is circulating water more effectively (less pressure = more flow). Add to this that the robotic cleaner is circulating water throughout the pool – usually at rates of around 17,000 litres per hour. The robotic pool cleaner is picking up the larger and smaller debris, doing the heavy lifting of removing organic and particulate matter instead of the main filter system and sanitation agents. And most importantly, the debris is removed from the pool system. The robotic cleaner can scrub pool floors, walls and waterline providing a thorough clean. The main filter system is now free to collect the tiny microscopic particulate matter. Combined with the regular cleaning cycles of the robotic cleaner, most of the dirt and debris is no longer breaking down inside the pool burning out chlorine and adversely affecting pool water chemistry and balance. Again the example is drawn against suction pool cleaners, simply due to the fact they are one of the most common types of pool cleaners in Australian backyards. Suction cleaners utilise the pool skimmer box as a connection port to the pool pump, effectively rendering the skimmer useless, and forcing debris to stay in the pool system, waiting for the debris to stay in the pool, slowly sink and eventually get collected – all of this requires more chemicals to control and keep the pool water chemistry in

balance. By applying common sense it is easy to understand how robotic pool cleaners help reduce chemical usage in this way. The faster removal of dirt and debris means less chlorine is needed by sanitising the decomposing organic matter and fewer chemical by-products are produced. So the question is – how much less chemical usage is achieved and how can this be measured, standardised and quantified to educate or inform consumers? How to measure chemical usage when each pool is so different – has different bather loads and conditions – it is a challenge! Regardless of no meaningful way to quantifiably measure, what becomes absolutely clear is that regular effective pool cleaning by robots reduces the ongoing costs of pool control and in the long run benefits all aspects including water clarity, pool balance, bather comfort and of course the visual aspects of owning a clean sparkling pool that is inviting to swim in. The other undisputable fact is that robotic pool cleaners make cleaning a pool simple and easy. Good quality cleaners also deliver effective cleaning and scrubbing of floors, walls and waterline. Clear benefits of reduced power consumption, reduced water usage and reduced chemical usage are plain to see.

Pools

Energy saving pool heating solutions WATERCO

As energy prices continue to skyrocket at an eye-watering and budget-breaking rate, motel owners and operators are looking for more costeffective and energy efficient ways to reduce their utility bills â&#x20AC;&#x201C; especially the costs that come with heating swimming pools. While moteliers have many unavoidable expenses such as insurance and labour, replacing their energy guzzling pool heater with a more efficient solution is the first step in increasing profit margins and protecting the propertyâ&#x20AC;&#x2122;s livelihood. 70

motel owners Journal THE AUSTRALIAN

“

Creating and maintaining the ideal pool temperature doesn’t come naturally – or cheaply with some systems,” says Waterco group marketing director Bryan Goh. “While pool water predominantly hovers around the 18-20-degree Celsius mark, it takes a designated pool heater to bump it up to where guests like it most – a balmy 25-29 degrees. “Fortunately, with today’s technology, there are ways to heat pool water without operating in the red.”

Solar pool heating

“Heat pump pool heaters typically cost more than gas pool heaters but this is offset by the fact they have much lower operating costs per annum due to their higher efficiencies,” explains Bryan. With proper maintenance, heat pump pool heaters typically last longer than gas pool heaters. Therefore, you’ll save more money in the long run.” When selecting a heat pump pool heater, there are three important things to consider: »» The size of your pool »» How efficiency you want it to be Undeniably the most environmentally friendly option of all, solar pool heating operates by harnessing the natural energy of the sun and using it to warm up the water. Imagine a garden hose that has been lying in the sun for several hours. When you turn on the tap, out comes hot water. The sun’s energy has been absorbed by the hose and transmitted as heat to the water inside it. Essentially, the hose acts as a solar collector, which is the process of solar heating. “Unlike other pool heaters on the market, solar pays for itself in just a few years,” says Bryan. After the initial setup cost, the ongoing running expenses are minimal as they have virtually no operating costs – just the cost of electricity to pump the pool water through the solar absorber on the roof. “ Savvy motel owners and operators are using this system in conjunction with gas heaters – the fastest method for heating pool water but unfortunately one of the least efficient – by utilising the energy on sunny days and only switching over to gas during cloudy conditions.

»» Running costs Installing the right pool heater can extend your swimming season by up to four months and beyond, thus increasing the return on what was undoubtedly a fairly large investment in your motel’s pool.

What are the costs? To provide an idea of annual pool heating costs, here are some comparative figures for an 8-metre x 4-metre pool located in New South Wales and Queensland:

Sydney »» Solar with booster pump: $60 (no cover), $40 (cover) »» Heat pump with filtration on: $1,470 (no cover), $280 (with cover) »» Gas heater with filtration on: $280 (no cover), $1240 (with cover)

Heat pumps

Brisbane

As heat pump technology has improved, the operating costs have dropped dramatically. This has also led to higher levels of efficiency. The energy efficiency of heat pumps is measured by the coefficient of performance (COP) and ranges from 3.0 to 7.0, with seven being the maximum. This measurement refers to the relation of electrical energy input and the amount of heat output.

»» Solar with booster pump: $50 (no cover), $30 (cover) »» Heat pump with filtration on: $674 (no cover), $60 (with cover) »» Gas heater with filtration on: $2,300 (no cover), $780 (with cover)

Articles

motel owners Journal THE AUSTRALIAN

Managing with new energy pricing MARK CROWTHER I Rheem Thermal

Rising electricity and gas costs have been of critical concern to Australian business in recent years and the energy sector is now a hot political topic, as reflected in the Federal Governmentâ&#x20AC;&#x2122;s new National Energy Guarantee. Regardless of the range of controversies, the base line is that Australian businesses need to understand how to best respond to energy cost challenges.

learly, a key way to lower electricity and gas costs is finding ways to increase energy efficiency, with a common target for this being low-energy lighting.

For the hotel or motel seeking to lower energy use associated with their pool or spa, the starting point is actually more basic and should begin from the very basics of lowering heat loss. For an outdoor pool, the key variable is wind protection. For an indoor pool, thought needs to be given to how to best retain the heat value passing to the hall from the pool heating and this can include control of ventilation, use of double glazed windows through to the full control of indoor conditions via dehumidification. For both outdoor and indoor pools, the use of a blanket is essential to efficiency. Having considered how to best reduce heat loss from the pool itself, the next phase is to review the efficiency of all plant associated with the pool filtration and heating â&#x20AC;&#x201C; covering the potential for replacement of circulating pumps with high efficiency variable speed options, the replacement of older heaters with high efficiency heat pumps, by integrating solar capacity, finding newer less energy intensive filtration options, etc. However, the intent of this article is not to explore these product options but rather to focus on how costs can be lowered by understanding the changing design of energy pricing. Once the pool plant has been made as lean as possible, the next step for the motel owner to see what savings can be achieved by how equipment is run relative to how their energy is priced. This is particularly important for electricity as it offers greater diversity in price structure than gas. While the gas cost is in essence tied to the management of the load, electricity costs can be significantly reduced not only by technology selection but also by clever management and understanding of electricity tariff structures. A key aspect of the changing landscape for electricity pricing is the broadened role of time-of-use (TOU) pricing for the energy (kWh) component of a bill and Network or Demand Charges (which are charged on a kVA basis).

The electricity industryâ&#x20AC;&#x2122;s focus is on lowering peak time demand. By containing growth in demand for electricity at peak times, the requirement for new power generation capacity and new distribution assets can be delayed or avoided. The creation of incentives to business to push demand to non-peak times will be a fundamental part of the changing energy landscape. To the smart business owner, this creates an opportunity to lower costs. Basic electricity pricing has typically been a flat rate, so many hotel and motel operators will have always paid the same cost regardless of when plant has run. Motel owners are now likely to find that their electricity is charged on a time-of-use basis, i.e. their electricity usage is metered and billed on an off peak, shoulder and peak basis. The importance of understanding the new digitally metered options can be seen from the stark difference in costs that the business will face depending on when electricity is used. For example, a two horse power pool pump will demand 2.0KW. If run for one hour, this is billed as 2 KWhs of use. For a hotel or motel in NSW, the actual cost of running this pump can vary from 22 cents/hour to 95 cents/hour depending on the time of day or day of the week that the pump runs. Electricity pricing now has many possible structures and this includes time-of-use (TOU) pricing but also Network related charges. These changes in electricity price structure reflect the splitting of the electricity sector into retail distribution and generation. Part and parcel of the new approach to electricity pricing is digital or smart metering. Many building owners find these new charges too complicated and their bills too hard to read. But in truth, the availability of these price signals gives the building manager an opportunity to lower their average cost of electricity, to the point that they can consume more whilst actually lowering the total electricity bill.

Pools

Areas such as pool heating and air conditioning offer the opportunity to make decisions on how electricity is used with the variable parameters of time and temperature. The opportunities to lower costs do vary as electricity pricing and metering is different across the States of Australia and we will look at some of these below to provide examples of what may be achieved. In NSW, there are clear options for lowering power costs by smart control of pool plant. Despite the substantial general price rise for electricity, there is potential for hotel, motel and resort pool operators to achieve a heating cost today which is close to that which would have applied in 2004, when the General Supply price was 12.34c/KWh. The achievement of an average electricity input price around this level is possible with TOU tariffs. For example, Origin Energy offers Business PowerSmart pricing. This is a three tier tariff, comprising off peak, shoulder and peak price periods. Provided that consumption is minimised in the peak period of 2pm to 8pm Monday to Friday, then all other usage would be a combination of the discounted off peak (11.1c/KWh) and shoulder (22.4c/KWh) pricing. With these periods being billed at 11.1c/ KWh and 22.4/KWh, the potential to achieve a low average price is clearly evident particularly when it understood that the discounted hours represent some 82% of the available hours in working week. In Victoria, TOU electricity pricing is also well established. The tariff options cover peak and off peak, so a higher level of peak usage can be anticipated. Business 5-day Time of Use (Tariff DH/ DL) provides 11pm â&#x20AC;&#x201C; 7am as off peak and all day Saturday and Sunday at 16.6c/KWh, while Business 7-Day Time of Use (Tariff E) applies the peak/off peak split to a seven-day week, ignoring any concession for weekends. Tasmania lacks TOU options as yet but discussion with the Supply Authority on tariff options would be worthwhile. Off Peak Tariffs could be an option and some flexibility is possible in the application of Business Hot Water Tariff 43. This discounted rate of this tariff provides a good reduction on the standard General Tariff 22 of 26c/KWh, which would otherwise apply to the pool heater and pump. Electricity pricing in South Australia has seen significant price rises to the point that gas would be considered as the primary choice for pool heating, but the heat pump can be a viable option in a commercial setting with TOU connection. TOU Tariff 128 provides a blend of peak times (45.9c/KWh) and off peak (23c/KWh). With control to optimise off peak run-hours, an average price of approx. 30c/KWh would give a heating cost on par with gas. Western Australian business customers can target maximum savings by connection to Time-of-Use Tariff R1, with a blend of peak (32.2c/KWh) and off peak (11c/KWh) offering potentially strong savings when compared with the standard small business

rate of 26c/KWh. Gas pricing in WA is very high by the standard of Eastern States. Hotel and motel operators in Queensland can look to TOU Tariff 22. Some 58% of the hours of the week are off peak with the discounted 16-18c/KWh price offering good potential for time clocking and shifting of load to maximise reduction in plant operating costs. However, Queensland businesses seem most likely to be offered more sophisticated contract rates which feature low energy (kWh) rates but significant Network or Demand Charges, metered on a kVA basis. Contract electricity pricing can look confusing but it is important to breakdown the structure of these bills and understand the implication for usage and demand within the building. The energy component of the bill relates to kWh usage. That is, demand by hours. In relation to our simple example above of a pool pump, the 2kW pump has a recorded demand of 2kW which adds to the Network Charge. If the pool runs for eight hours per day, it has a daily use of 8 hours * 2 kW demand, equating to 16kWhs. This is the energy charge. New contract rates introduce new and significant demand charges, which can account for between 30% to 40% of the total bill. The implication is that building manager must consider the run profile of their plant and seek to minimise the maximum recorded demand in each month. The techniques to achieve this include demand management by staging of plant and by considering the power factor of the overall building and the main electricity consuming plant such as motors, pumps and compressors. The task of pool heating is clearly one which gives strong potential for demand management with larger pools which have multi-compressor heat pump systems installed. The potential to lower electricity usage and demand by offsetting investment in traditional â&#x20AC;&#x153;black-tubeâ&#x20AC;? solar collector or solar-Photovoltaic Panels (solar-PV) is likewise strong, with the economics varying by State relative to the existing energy price structure and differing climate profiles. New sophisticated interface options will be important, particularly in relation to PV, where the challenge is to minimise costs by maximising the inhouse produced power for the operation of heating plant while filling periods of unsatisfied heating demand in the discounted off peak and shoulder electricity pricing periods. I would stress that pricing signals may change and indeed, variations from the tariffs quoted in this article are likely given the competitive market and multiple supplier options. However, the important point that we hope to demonstrate is that substantial reductions in average input costs can be achieved when attention is paid to the manner in which electricity is metered and billed.

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WaterLink Spin Touch Now Tests All Types of Water: Pool, Spa, Potable and Industrial Water

The photometric-based WaterLink Spin Touch™ allows the user to test water anywhere in the field, without the need of computer or mobile device. All the user has to do is fill a sealed reagent disc which contains the precise amount of reagent need to run a complete series of tests. The user places the disc in the meter, taps “start” and all tests are done automatically via the touch screen. All that is needed is less than 3 ml of water and the vital tests are done automatically—in just one minute!

ith a built in lithium ion battery, there’s no need for a power connection, either, with tests unaffected by power or computer outages. Test results are displayed on the touch screen, which can also be transferred to DataMate Web software for instant analysis, with step-by-step treatment instructions supplied. Test history is then stored via Cloud technology.

The use of the latest Bluetooth technology allows better connectivity and provides better interface. According to Jason Leach, managing director of Lamotte Pacific Pty Ltd, “this is the most advanced system for precise use of wet chemistry ever produced. Water analysis no longer has to rely on time consuming tests and clean-up procedures. It’s almost idiot-proof, with no vials to fill, no prep time or guessing involved. And, the test results are available quickly. And,

WaterLink

with the release of the DW version, testing of potable water and industrial water is now made just as easily as with pool water.” Reagent discs have up to 11 test parameters per disc. Parameters cover Chlorine/Bromine, Chlorine/Bromine plus Phosphate, Chlorine/Bromine plus Borate and Biguanide plus Borate, as well as pH, total alkalinity, total hardness, Cyanuric Acid, Copper and Iron. Some discs also test for total iron, ferrous and ferric iron.

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Pools

Automation of chemical dosing and water chemistry testing Poolwerx

How often do you walk past your pool and spa in your motel and think to yourself: “Wow they look great, but they’re a headache to maintain and time consuming.”

e’re all more than aware of our duty of care to our patrons and obligations of our needs to be compliant to our respective legislation/ACTs, standards, guidelines etc. It’s a busy and highly detailed part of managing a facility.

A pool controller will keep your commercial pool looking sparkling clean, healthy for your guests, and most importantly compliant with your respective state based Commercial swimming pool laws and regulations.

I mean, its tiring just thinking about it……

Poolwerx is now installing the latest in pool controllers with state of the art technology that’s been designed and built in Australia. Functioning like your smart phone the new pool and spa controller will manage/control your pools and spas just like your smart phone now controls your TV and other part of your life.

»» You need to ensure that your barrier fencing and gates are up to specification, »» Then you need to ensure your dangerous goods based chemicals kept onsite are stored safely and unlikely to create a chemical bomb »» Notwithstanding you need to check that pool related signage meets standards. »» (Take a breath.) »» Plus your plant and equipment must be reliable and up to spec and be free from the possibility of creating entrapment related conditions for guests, »» And finally your pool and spa water needs to be healthy and free from diseases and illness. And that’s just for one pool. You may be reading this and have more than one in your facility. Of all the above mandatory pool compliance elements, there’s not one that’s more or less important than the other. You as the manager/owner are required to offer a duty of care to your patrons. So one of the most visually obvious compliance areas, at least to your guests, is how the water looks and feels. Usually your first complaint about a pool or spa will come from a guest who has sore eyes, or fell ill, or noticed that the pool was cloudy or even starting to turn green.

Reducing work load pool side Pool controllers, or also known as chemical controllers make pool and spa water maintenance a breeze, and in today’s age with cellular and android software based technology this part of pool maintenance just got a whole lot easier.

Key benefits include the ability to customise the pool controller to suit specific pool requirements via a wide range of sensors to both monitor and control parameters within the pool. »» Live data from the pool controller located in a Cloud server allows you to keep up to date with the important pool parameters including FAC (Free Available Chlorine), ORP, TDS, pH and water temperature »» Not only do you have instant access to live data, but it will also retain historical data from your pool in the case of a health and safety incident. »» Pumps and heaters can also be remotely adjusted or controlled »» You can also be alerted with an email or text message if one or more of the parameters are out of range, allowing prompt action. »» It will also provide management of the facility visibility and control to assist in ease of compliance if necessary. »» All from your smart phone/tablet or from a PC Oh but there’s more, you can give remote access to Poolwerx and we’ll remotely monitor all the parameters and manage the pool/s on your behalf. Such remote access provides Poolwerx with the tools to react proactively to reduce unwanted down time and keep your guests safe and happy whilst swimming in your pool.

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Don’t let your guests have the holiday from hell because of the pool Guests should be able to enjoy a cocktail by the pool, not feel like they’re swimming in one. With hospitality clients across Australia and New Zealand, Poolwerx understands that a hotel pool needs to be as clean and inviting as the rooms themselves. We ensure that your pools and spas are healthy and comply with legislation. Poolwerx promises specialist care by a fully certiﬁed pool technician. Our services include: •

24/7 emergency hotline as well as free professional problem solving and advice by phone or email

•

Independent, expert third-party support in the event of litigation

•

Service all year round, with options to suit your seasons and location

Poolwerx can do as much or as little of the work you require. As a Registered Training Organisation, we can also provide training for work you wish to be performed in house. Starting with a complementary on-site visual inspection, Poolwerx will then tailor a solution, keeping your current resources and budget in mind. POOLSIDE

ONLINE

IN-STORE

1800 009 000

or email service@poolwerx.com.au

Certiﬁed Swimming Pool and Spa Service. Certiﬁcate IV CPP41312 and III CPP31212.

Product News

Aquarius Ultima Inviting, sparkling swimming pools and spas are essential in your accommodation business and your Poolwerx partnership ensures our expert technicians are always on hand to bring you the latest in advice, skills and technology. Have you considered automating your pool or spa? Aquarius units can save you time and money and Poolwerx can show you how. The Ultima range brings a new level of monitoring and control to the commercial swimming pool and spa industry by incorporating simple to understand, yet detailed data logging and web connectivity, so management, operators and service personnel can receive sms/email alerts and view and adjust the controller via smart phone/tablet/Laptop/ PC. Individual parameter data is viewed and graphed on the controller and down loadable via USB or optional web connection (up to 5yrs)

which can not only help in the event of an incident but also to adjust the system to work most efficiently, saving water and chemicals. There are models for more than just chlorine and pH control, allowing many other sensors and devices to be connected. For instance water meters, flow meters, CO2 alarms, water top up systems, various membrane probes for Free Chlorine/Total Chlorine.. The list goes on. This provides you with more information from your plant room giving you more control and piece of mind. These types of controllers are designed and manufactured in Australia specifically for commercial applications using quality components with each unit being tested before delivery to ensure the end user has a reliable product for years to come.

Is your pool corrosive or scale-forming? A Simple App may save pool owners money and time in pool maintenance. The Langelier Index, or Langelier Saturation Index (LSI), is a widely used method of measuring the saturation of calcium in water. When water is in balance, it is said to be neither corrosive nor scaleforming. In other words, it will neither dissolve an existing layer of scale, nor will it deposit a layer of calcium scale. Unbalanced water can eat away at the pool’s infrastructure. The Langelier Saturation Index (sometimes known as the Langelier Stability Index) is a formula resulting in a single calculated number, which is used to determine how much calcium is present in the water. A result of just above zero indicates that the water is ‘in balance’. The index is reliable, using various parameters that can have an effect on the water balance and each is given a factor to give an Index value.

The parameters are: pH, Total Alkalinity, calcium hardness, Total Dissolved Solids and temperature. Each of these parameters has an effect on each other, which can be determined using a formula. However, the formula can be complex to calculate, leading to errors in determining the exact value. The “PoolM8” app automatically calculates the Index as results are entered and stores results in the observation history. A simple scroll functionality enables users to adjust results. Results can be shared electronically using the app. The app is available to download for free from Google Play or the App Store on an iOS device. Waterlilly Australia Pty Ltd Ph: 02 9798 9975 www.waterlillyaustralia.com

Body Zone Black Label The benefits of Moroccan Argan Oil have been recognised for centuries. Thanks to its elevated levels of Vitamin E, Antioxidants and essential Omega 3 acids, Moroccan Argan Oil is arguably one of the most beneficial ingredients for hair and skin products.

Whether you are looking for a genuine lifestyle brand, or simply a modern toiletry range, Body Zone Black Label not only enhances the presentation of your hotel bathroom, but also provides a luxury bath experience for your guests.

Due to these outstanding properties, we have selected Moroccan (Argan) Oil as the lead-ingredient in our Body Zone Black Label products. In combination with the fresh and zesty fragrances of Vetiver and Verbena, Body Zone Black Label offers your guests not only a satisfying personal care experience, but also those much anticipated, little moments of self-indulgence and relaxation.

Body Zone Black Label is formulated to deliver everyday sophistication and above all, ensure your guests enjoy a memorable stay.

In addition to the cosmetic benefits of Moroccan Oil, there is also an important socio-economic aspect to this ingredient; the cultivation of Argan plantations in Morocco. Argan Oil production today supports the lives and families of 2.2 million people in the ‘Arganeraie’ region. Through the establishment of formal co-operatives which are supported by leading international organisations, Argan Oil production has provided Berber tribes with a higher social status and an income, which many now use to fund education for themselves or their children.

For further information contact Swisstrade Pty Ltd on (02) 9979 1500 or info@swisstrade.com.au

motel owners Journal THE AUSTRALIAN

Port Douglas

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

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SPL provides: • A 365 day service to all its clientele with a 24 hour turnaround.

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South Pacific Laundry (SPL) has been a provider of commercial laundry and linen services to the hospitality industry in Melbourne for the last 20 years.

Geelong

Currently, the South Pacific Group is establishing a strong network of modern laundry across Victoria, New South Wales, Queensland, Western Australia and South Australia with plans for several more facilities up the East Coast of Australia in 2017. The relocation of our Sydney operations to a new larger facility in Bankstown together with the relocation of our Brunswick plant to Broadmeadows will establish South Pacific Laundry as the single largest privately owned laundry in Australia and in the Southern Hemisphere.

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

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

• A leading edge technology in RFID to assist housekeeping and managerial staff in time reduction and efficiency. • Dedicated account managers and experienced support staff who are available 7 days a week. • A dedicated software design package and centralised billing system enables seamless transactions, paperless and customised reports. • Delivery rationalisation systems, providing and streamlining efficient delivery routes which will reduce the company’s carbon footprint. • Building of partnerships and sharing benefits with the customers from savings made through its constant laundry process innovations and group purchasing power of linen products. • Dry cleaning, Uniform cleaning services, Housekeeping services, Dust mat hire and Cleaning services. • Provision and supplying of Corporate uniforms/work wears and customised hotel room Amenities.

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

*Albury only

E: customerservice@southpacificlaundry.com.au robert.teoh@southpacificlaundry.com.au

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Tired of Property Management Software that blah Ma doesn’t do what you want, is hard to use or costs the earth?

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Modules include: • Front Office • Back Office • Reports and Analysis • Accounts (Debtors) • PABX, Internet and Movie charging Interfaces • MYOB, QuickBooks and Attache links • Conference Manager • Touch Screen Point of Sale software • Tour Desk • Door Key Card interface • Channel Manager links (with booking button option) to: • Resonline • Siteminder • UseROSS

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p = +61 3 9428 4333 f = +61 3 8640 0446 e = sales@starfleet-software.com.au w = www.starfleet-software.com.au

For more information or to apply for a free working demonstration CD80 of our software go to www.starﬂeet-software.com.au