Motel Owners Journal 2019

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motel owners Journal Volume 19 No 1

THE AUSTRALIAN

A Tale of Two City Motels Competing with AirBnB

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motel owners Journal THE AUSTRALIAN

Contents

33 5 Message from the Publisher 7 Message from the Minister for Trade & Investment

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70

33 Reaching local leadership in Swiss-

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style

36 Waterproofing hotel bathrooms 39 Motel security 42 Bed care in hospitality 45 Why guest room telephones remain

ne ordering system 9 The Accommodation Association of Australia (AAoA)

14 Competing with AirBnB crucial for hospitality 16 A tale of two city motels 18 4917 | orders@lepack.com.au 49 Are linen, cotton or polyester sheets 19 The minefield of employing staff better?

20 How to assess your property website 52 Let’s talk dirty 22 Need a new property management 52 It always pays to check! system? Switching is easier than you think 56 Choosing the most efficient motel cleaning innovation 24 11 great ways to hire losers!!!

D 4214 | www.lepack.com.au | 07Inn 5618 58 I t’s a mobile world, so get moving 26 The Hyde Park – 4917 A refurbishment journey of success 60 Hard floor care 30 Sharing your guests with the sharing 62 Changing consumer needs shaping economy

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Australia’s accommodation landscape

7 cleaning myths that actually waste time, money and energy

67 Keeping poolside furniture clean and healthy

68 PERFECT POOL, common commercial sense

70 Water hygiene in pools and spas 74 Product News

PP 324494/00039

Front Cover: The Motel Palm Lake, Queens Road, Melbourne and The Motel Parkroyal, Royal Parade, Parkville, Melbourne.

motel owners Journal Volume 19 No 1

THE AUSTRALIAN

A TAle of Two CiTy MoTels CoMpeTing wiTh AirBnB

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

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

Production: Emily Wallis Tel: (03) 9758 1436 Email: production@adbourne.com Administration: 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.

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motel owners Journal THE AUSTRALIAN

Messages

Message

from the Publisher

A tale of two city motels »» Story on page 16

W

elcome to this latest edition of Motel Owner.

AirBNB has become one of the biggest, and potentially disruptive, players in the hospitality industry in recent years, leaving motels looking at new ways to beat the beast. In this issue, Gary Berman breaks down the ways you can find a chink in their armour. Whether it be through offering special services which cannot be copied in a private home, or creative ideas like a special ‘homely’ meal option for the weary traveller, the article is a must read.

Another modern challenge is hiring good staff in a short time. Motel owners work hard enough as it is, so the last thing you need is the added stress of finding someone reliable when you need to leave your post. Richard Kellaway of Caretakers Australia takes a tongue-in-cheek look at the ways not to hire on the run. The article lays out some common mistakes and reminds us - why would you make a $100k investment on a staff member on the strength of a short interview alone?

In the wake of expensive and headlinegrabbing payroll bungles around the country, we look at how you can make it through the minefield of awards, paperwork and compliance. Nicole Evans of Brisan Hospitality Counselling investigates how to stay on top of employment laws, and the benefits of fulfilling your obligations to your workers.

We take a change of pace with a look back at the historical tale of two motels.

Battling to be Melbourne’s best in the 1960s, The Parkroyal and The Palm Lake were opposite sides of the city, yet both laid claim to motel supremacy. Simon Reeves brings us the insight, following his article on Victoria’s first motel which we published in our last issue.

We are pleased to work with the Accommodation Association of Australia (AAoA) again this issue. Enclosed is some of their recent news. They have a new CEO and National Advisory Board. Becoming a member of the AAoA offers a range of benefits, including access to specialist services and preferential arrangements with industry suppliers.

Industry body HSMAI offers some handy tips to clean up your online presence, and make sure your website is serving as a tool for bringing in guests. You’ll also find articles on the humble phone, technology, cleaning machinery, beds and bed linen in the pages to come.

We would also like to thank the Trade, Tourism and Investment Minister, Senator Simon Birmingham, for the foreword in this issue, along with all our contributors.

And for anyone reading this online who would like a good old magazine hard copy, please email us at admin@adbourne. com and we will post you one.

Regards Neil Muir

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motel owners Journal THE AUSTRALIAN

Message from the Minister for Trade, Tourism & Investment hese are strong figures that provide an opportunity for us to continue the positive momentum and that’s why as a government we fully recognise the benefits of attracting more international travellers to Australia. The more people we have staying in our hotel rooms and eating at our restaurants and contributing to our economy the more that flow on effects will occur for our local communities.

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ustralia’s tourism industry continues to play an increasingly important role in the national economy. As an industry worth almost $120 billion annually in terms of overnight spend and providing jobs for one in thirteen Australians.

Off the back of record visitor numbers and strong growth, tourism now accounts for ten per cent of our nation’s exports. In the accommodation sector these benefits are spread broadly across the country, with 43 cents in every tourism dollar being spent in regional Australia.

On these figures the industry is well on the way to achieving the Tourism 2020 target of doubling overnight visitor spending to between $115 billion and $140 billion.

The Morrison Government recognises the important role the accommodation industry plays and we’re committed to supporting and working with businesses across the country. Last financialyear the tourism accommodation sector contributed over $16 billion to total visitor spending, saw a 7 per cent increase in overnight stays and employment within the sector also grew by around 7 per cent.

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As the Federal Tourism Minister I’m motivated to work with the tourism industry, including engaging with accommodation providers, to continue to develop markets so Australia remains a preferred destination for international travellers. The recent Dundee campaign launched by Tourism Australia in February last year saw this development of converting interest into action with a surge in tourists from the United States, rising to a record 764,000 in the year ending June 2019.

Tourism is a major industry in many regional areas and one which many communities rely upon. Through the Building Better Regions Fund, the Morrison Government is giving regional communities the helping hand they need to seize on local tourism opportunities.

In the most recent round of funding, over $70 million was provided to support tourism-related infrastructure projects. Over the last five years we’ve seen strong regional dispersal within our tourism industry and that’s why it’s important we have the infrastructure to support this into the future.

To complement this funding, the Morrison Government is also looking to the future of the tourism industry through a $50 million National Tourism Icons package. Announced in the 2019– 20 Budget, the package provides funding for tourism infrastructure and upgrades at iconic destinations across Australia.

The five locations include Rottnest Island in Western Australia, Freycinet in Tasmania, the Wangetti Trail in tropical north Queensland, the Northern Rivers Rail Trail in NSW and Sovereign Hill in Victoria.

These projects will support the Morrison Government’s Tourism 2020 targets, as well as contribute to ongoing tourism growth beyond 2020, by supporting the significant enhancement of iconic tourism assets for international and domestic tourism, new jobs will be created helping to diversify local economies.

Since making tourism a national investment priority, the Morrison Government has achieved record levels of international investment in tourism infrastructure. We are now seeking to shift the dial from investment attraction to project facilitation to ensure the pipeline comes to fruition. We are also working with state, territory and local governments to explore opportunities for investment in regional Australia.

Tourism is one of five ‘super-growth sectors’ which will drive new jobs and growth in the economy over the next decade. Forecasts show that total visitor spend will increase almost 60% over the next decade spearheaded by substantial growth from Asian markets.

To ensure this potential is realised, we are developing the next long-term tourism strategy for Australia with the states and territories. This will provide a roadmap for the industry to 2030, with regional tourism being a pivotal element of that strategy.

The Morrison Government is committed to continuing the growth, competitiveness and success of Australia’s tourism industry and thriving accommodation sector. These successes however cannot be achieved without the hard work and dedication of those in the industry and I would like to thank you for the pride you take in your profession and I look forward to continuing to work with all of you.

SENATOR SIMON BIRMINGHAM Minister for Trade, Tourism and Investment

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AAoA News

Accommodation Association of Australia News Accommodation of Australia’s welcomes new CEO, Dean Long Accommodation Association of Australia (AAoA) President Julian Clark, on behalf of the Board and Members announced the appointment of their new Chief Executive Officer, Mr Dean Long to replace the

Mr Clark went on to say, “I am confident Dean will take the AAoA into its next chapter, our organisation is over fifty years old and has never been in such a strong position. Dean will be tasked to continue to evolve our value proposition for our members and continue to be a leading voice, advocating on behalf of the Accommodation industry on the back of the quality work that Richard Munro was able to do for the past eight years.”

Mr Long commenced his new role on the 10th of June 2019.

outgoing CEO Mr Richard Munro.

AAoA officially launches the National Advisory Board for Employment Recruitment, Retention and Education is a key focus for the newly formed National Advisory Board for Employment (NABE).

M

r Long was previously the National Strategic Acquisition Manager at American Express and was formerly the Head of Public Policy and Strategic Partnerships with the Australian Federation of Travel Agents, and previously held senior roles within the NSW Government.

The President of the AAoA, Mr Julian Clark said, “I am very pleased to announce that after a rigorous recruitment process which attracted a very large volume of quality candidates, we have made the decision to appoint Dean Long”.

“Dean has a proven track record of leading high performing organisations and has effectively influenced Government policy and legislation throughout his career, and this significantly enhances the organisations capability in this area to continue the positive trajectory the AAoA is on.”

Mr Long commented, “I am very excited and humbled to be appointed to this role and will ensure that the AAoA continues its leadership position in the accommodation and broader tourism industry on behalf of the members ”. The AAoA is the leading organisation for accommodation operators and I look forward to advocating important issues such as banning rate parity and finding the balance for compliant operators across Australia”.

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Pictured: Members of the National Advisory Board for Employment.

Left to Right: Troy Schufft, Janette Illingsworth, Con Katsinas, Michelle Bevan, Helen Wood, Anthony WIlloughby, Kathryn Dent, David Mansfield Absent: Lynda Ugarte, Narelle Glynn and Rochelle Choyna.

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he prime purpose of the NABE is to provide strategic direction on behalf of the accommodation industry to execute a number of key initiatives to support the growing requirements of the industry.

“NABE’s primary role, is to help open doors by assisting the AAoA academy in placing potential job ready candidates within our industry along with championing everything good about the hospitality industry.” – NABE Chair, David Mansfield.

The NABE board has been created with well-regarded experienced industry leaders who carry the suitable skills, capabilities,

motel owners Journal THE AUSTRALIAN

expertise and knowledge to deliver on tangible outcomes for the industry.

The NABE was officially launched at a prestigious event on the 4th of April at the renowned Sofitel On Collins, Melbourne VIC. The Australian Youth Orchestra provided the perfect ambience for the gala event that hosted industry leaders from across the country.

The launch was hosted by the former AAoA CEO Richard Munro and AAoA President Julian Clark, with speakers including Lord Mayor Sally Capp (City of Melbourne), Louise Staley MP (Shadow Treasurer & Shadow Minister for Economic Development) and David Mansfield (Chair, NABE).

NABE Members: »» Chair – Mr David Mansfield – IHG »» Ms Janette Illingsworth – The Star Entertainment Group »» Ms Lynda Ugarte – IHG

AAoA Academy in session The Accommodation Association of Australia identified a need for their members and how industry has an increasing issue attracting people who want to work in Hospitality. Through the

»» Ms Michelle Bevan – TFE Hotels »» Ms Rochelle Choyna – AccorHotels »» Mr Con Katsinas – International Hotel Services (IHS) »» Ms Kathryn Dent – People + Culture Strategies »» Mr Anthony Willoughby – Department of Jobs and Small Business »» Ms Helen Wood – Hostplus »» Mr Troy Schufft – Director AAoA Academy With the introduction of NABE, through the AAoA Academy initiatives, there will be a significant impact in supporting employment and career opportunities for job seekers, including youth, mature age and other key cohorts.

The Launch of NABE is a significant milestone in the work AAoA undertakes to support our members and the industry as a whole.

on how to support the candidate coming into a new and very daunting work environment and the support and encouragement to youth on what roles the industry has to offer.

We look forward to sharing many many success stories in the future and encourage any Hotels that have not engaged this program to contact the academy director Troy at Troy.Schufft@ aaoa.com.au

AAoA - Academy the team created a solution to bridge the gap of youth unemployed and the rising vacancies in the sector. AAoA engaged industry and designed a program that is supporting youth through internships.

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he program is an intensive practical program that enables youth to gain confidence and skills through training and mentoring, how to conduct them themselves in the work place. Through the support and education of the candidate to understand what an amazing opportunity Hospitality can give an individual if they work hard and have a passion to learn. We have rolled put programs all over Australia and have had many success stories, one story is a young lady who was unemployed for over two years with high anxiety levels and personal issues. She came to the course and learned to listen, take feedback, but ultimately she learnt what it felt like to be supported and encouraged. She has now been employed and in her words “changed her life”.

The reason for the success of the AAoA programs is the education process that has been undertaken by the hotel team members

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AAoA News

Accommodation Association of Australia’s new National Board Members

Heidi Kunkel

Leanne Harwood

The Accommodation Association of Australia (AAoA) has announced a bolstering of its leadership ranks with the addition of Ms Leanne Harwood, Managing Director, Australasia & Japan InterContinental Hotels Group (IHG®).

Ms Harwood joins senior leaders of the accommodation industry on the AAoA Board, led by the President of AAoA Mr Julian Clark who said “we warmly welcome Leanne to the AAoA Board at a time that the industry is on a very good trajectory”. Mr Clark continued, “We look forward to Leanne bringing her leadership capabilities and vast international experience to compliment our current board members”.

Ms Harwood is responsible for the operations, growth and performance of more than 80 IHG® hotels in Australasia and Japan. In this role, she oversees the regional teams in Sydney and Tokyo as they continue their record growth momentum and prepare for the 2019 Rugby World Cup and 2020 Olympics in Japan.

Ms Harwood has over 20 years’ experience in the hospitality industry with more than a decade at IHG®. Before being appointed to this role, Leanne was Vice President of IHG®operations in South East Asia and Korea, based in Bangkok, overseeing the operations and performance of more than 60 hotels in Cambodia, Indonesia, Malaysia, Singapore, Thailand, Vietnam, the Philippines and Korea – a number that is due to double over the next few years.

Ms Harwood commented, “The decision to join the Board of the AAoA was a natural fit for our organisation as the AAoA has a laser-like focus on our core business, accommodation”. Ms Harwood added “The next big challenge for our industry will be finding enthusiastic staff who are looking for a long-term career.

We are pleased to see AAoA developing solutions such as The Academy that will develop real employment paths to real jobs all over Australia”.

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Heidi Kunkel, Vice President of Operations, Australasia at Hilton has elected to join the National Board of the Accommodation Association of Australia (AAoA).

Ms Kunkel is responsible for the overall performance of the growing portfolio of Hilton Hotels & Resorts in Australia, New Zealand and the South Pacific that currently encompasses 27 Hotels and over 10 new exciting properties in the pipeline.

Ms Kunkel is a results-driven hospitality and tourism expert with over 20 years’ experience in both operational and commercial functions of the business.

Ms Kunkel joining the AAoA National Board coincides with the 100th anniversary of the Hilton Worldwide Holiday Inc, that now operates over 5,700 properties worldwide.

“I was delighted to be invited to join the AAoA National Board as I see the Association taking the leading role in growing our industry, which provides employment and career opportunities for thousands of Australians nationwide.

“I look forward to achieving results together to support our growing industry” Ms Kunkel continued “being able to add my experience and advocacy together with the other board members I am confident we will work towards ensuring a strong trajectory into the future.”

motel owners Journal THE AUSTRALIAN

Ph: +61 2 9472 2000 sales@vintech.com.au

www.vintech.com.au

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AAoA News

Member Benefits and Services Whether you are a running a motel, hotel or a serviced apartment, membership with

If you are interested in joining as members of the Accommodation Association, please contact Michelle King, National Membership Manager, via email Michelle.King@aaoa. com.au or call 0425 767 867.

the Accommodation Association will benefit you in many ways. For over 50 years, the Accommodation Association has been protecting

Office Details

its members across Australia and strengthening

The Accommodation Association has an office across three states – NSW, VIC and QLD.

the industry.

Head Office

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Suite 401, Level 4, 105 Pitt Street, Sydney NSW 2000

he Accommodation Association has a strong and positive relationship with key Federal and State/Territory political decision-makers. We work for members to gain a better outcome for the accommodation industry in Australia.

We provide member services and benefits that are tailored to your business. Our Workplace Relations Advisory Service provides a range of advice and assistance regarding employment matters, including award interpretations, wage rates and unfair dismissals.

We’ve also partnered with the Commonwealth Bank of Australia to offer the merchant service fee of 0.28% on sales plus variable interchange fee on Visa and MasterCard, and $0.22 for debit cards. Other fees, charges, terms and conditions may apply. Please refer to the service agreement.

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Victoria Level 27, 101 Collins Street, Melbourne VIC 3000

Queensland Suite 8, 37 Bundall Road, Surfers Paradise QLD 4217

Contact Us P: 02 8666 9015 Member Enquiries: 1300 304 197 F: 02 8666 9017 E: mail@aaoa.com.au Stay in touch with the Accommodation Association. Sign up to our newsletter, press releases and upcoming events by visiting our website: www.aaoa.com.au

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Articles

Competing with Airbnb GARY BERMAN

Airbnb has been around a while now, causing considerable concern to the main stream hospitality industry, from the major chains, serviced apartments and of course the smaller independent property.

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hey continue to grow, not unlike Uber and many others in the so-called sharing economy as they all fill a need in the market.

Some say this is good as it disrupts some industries which needed it and caused others to look at what they were doing and improve to compete.

So this article is about how the motel industry in particular can compete with specifically Airbnb, but also some of the other new players in the market and any future ones that might come along.

No one can deny what a behemoth Airbnb has become and how popular it is, but their business model and some processes are far from perfect. Have you actually tried to book an Airbnb property in your area? That should be your first step to see how best to not only compete with them, but to WIN. You might find the accommodation choices available on Airbnb in your area are limited, it could be that you cant find anything without a shared bathroom for example (which might not be your ideal option), it might be that all there is on offer is a single room in a house (not for you maybe?), and finally something which I find to be very annoying is the booking process and accurately displaying availability.

Many properties are on a request type basis or if you need anything specific you have to wait for the host to get back to you and then the process begins. So they are not perfect and there are many areas where motels can fight this type of competitor and it can be summed up by these few points. Firstly, concentrate on what you do best, secondly, offer something that the Airbnb does not provide and finally, DO IT AS WELL AS YOU CAN. Let’s start with service. It’s a given that all motels should be offering the best service they can, but here is an area you can look at offering more, specifically something the private home cannot.

It might be small things like your reception hours. Make them as flexible as possible and make sure you have late arrivals catered for, as well as early check-ins.

Make sure all guests are welcomed in a friendly and professional way as some of the Airbnb properties might just leave a key and never see the guest.

Have great amenities in your rooms apart from the normal soaps and shampoos etc, but think of something a bit different that a guest on your particular property might want. Make sure your beds

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are comfortable, your rooms are super clean, the bedding and décor looks good and fits with your style of property.

If your guests are corporates or reps, offer a drink voucher if you have a restaurant. Then maybe some different items on the menu, more like home cooked meals as they spend a lot of time on the road and appreciate something homely.

As far as strong sales points and points of difference you can offer, how about complimentary upgrades if better rooms are available.

Only done on check-in and subject to availability. (shouldn’t cost much mire to clean etc.) and how about making soft drinks and water free in the mini bars or room fridge. This goes down really well, is a great selling point and costs very little.

Think about it, a soft drink or bottle of water costs very little but has an enormous beneficial effect on a thirsty guest on check in or any other time during their stay.

Same with upgrades, if a better room is available, why not give it to the guest. Why put a guest on the first floor staring into the neighbours yard, rather than using the empty pool or garden view room which would cost the very same amount to clean etc.

You can also look at things like early check in, late check out, room service or else offer one of the delivery services. The main issue here is offer flexibility.

Wifi is also important and if free that’s even better.

Then another important way to compete is via your website. How good does your website look? Are the pictures clear, sharp and large format. Do they accurately represent the best you have to offer? Ask yourself if you’d book at room at your property if you saw your own website.

Also with your website, how easy is it to use. Remember, the fewer clicks the guest has to make, the better. And this goes all the way to checkout where the payment process should be seamless. Finally, what’s your cancellation and refund policies? Are they user friendly and something a guest would be happy with?

All of these things can help to make your property a more attractive prospect than Airbnb.

With all of the above and anything else you offer, make sure you subtly point these out to the guest which makes them feel that little

motel owners Journal THE AUSTRALIAN

bit special. This way, they will not only tell others about this great experience they had at your property, they will most likely become a return and regular guest.

So the answer to staying one step ahead of Airbnb and any others that come along is to think not only outside the square but also go back to the basics and what the hospitality industry is really all about. This is offering excellent professional and friendly service in a clean and well presented environment. Good amenities and also security is a big issue these days, especially when you read about what goes on in some of some Airbnb properties.

Right we now have an edge over some of these competitors, now let’s look at rates and pricing to beat them at their own game, and here again we can go back to basics.

Airbnb properties are not always cheap. And when comparing what some offer, it actually works out at not good value at all and something you should have no problem competing with. From the start you will always have more rooms than them, so you have more room to manage your rates which means you can beat them when you need to and charge more when you are busy.

Whether you are managing a 5 room motel or a 500 room international resort the basic principles are the same and technology today has advanced to the point where rate and yield management is a seamless and simple process, so you have complete control of rates across your website and the dozens of other sites your property might be listed on.

You are in the business to maximise the return on your investment in your property or in other words make a good profit for your business. This can is done in three main ways. Firstly by maximising occupancy, secondly by maximising your room rate, and thirdly by cutting costs.

What can you do with your rates? The main issue here is to be FLEXIBLE. Every property has room to move on rates and this is something you need to manage well in order to keep competitors at bay. Is it better to have a higher occupancy at lower average rate or lower occupancy at a higher average rate. In other words would an occupancy of 65% at an average rate of $120.00 be better than 55% at an average rate of $140.00.

Based on a 50 room property, the above figures look like this: At 65% and $120.00, there are 11862 rooms sold per annum, achieving total revenue of $1 423 500.00. At 55% and $140.00 there are 9125 rooms sold per annum, achieving total revenue of $1 405 250.00.

The second scenario would give you $18 250.00 less revenue per year, but would also give you less wear and tear on the rooms etc. and should also save electricity, staff, cleaning costs etc.

The first scenario would give you more revenue, but your costs would also have increased in terms of cleaning, electricity etc., however more people would have seen and stayed in your property with the potential to return and the money the guest saves on the rate would normally be spent on other areas of your property like restaurants, bars, mini-bar etc.

The age-old mantra that “a vacant room is revenue lost forever” should be stapled on every front desk and on all the phones as it is one of the truest statements in this industry. Once the night has gone you can never sell that room again. Would it not be better to be flexible and offer a discount for the room? This type of inflexibility is costing the industry millions of dollars a year and has caused the rise of Airbnb and others.

Once the guest has made the effort to either walk into your property or make the call looking for accommodation, half your work is done and the guest should not be lost.

Maximising occupancy and rates, often called yield/revenue management used to be much more difficult to get right and it was made far more complicated than it needed to be. But as mentioned, technology has come a long way and now with the help of channel managers or similar, you can set rates across a whole range of booking sites including your own to ensure you get the best rate based on a whole range of conditions.

By all means start at your best rate when quoting, but if it looks like the sale might be lost, mention a special that might be on for that period, mention a standby rate that might be available for the night and at the end of the day go so far as to enquire what the guests particular budget might be. If this is a ridiculous amount send them on their way but if not and cover costs etc, take the booking and welcome a new guest to your property.

There are a range of rates at most properties, based on groups, corporates, regulars, club members, etc etc etc. So again if you want to keep one step above Airbnb and other competitors its important that you use the systems you have to do this.

Finally consider this final example: Once again there is a 50 room property with an average rate of $140.00. Assume you sell an extra 2 rooms per night at a discounted rate of $120.00. This equates to additional revenue of $87 600.00 per annum. You would need no extra staff to sell those rooms, would have no marketing or advertising costs to sell those rooms so basically the main cost would be for cleaning which I am sure the rate of $120.00 would more than cover with most of this extra revenue going straight to the bottom line.

It’s a busy time – rates are high, slowing down – rates drop, you have a few rooms to sell late in the afternoon – adjust rates, etc.

This can all be done with a few clicks of your booking system these days so there is no excuse not to be on top of it. And to maximise the advantage it’s imperative to do your research on not only the Airbnb properties near you, but also on your other competitors in the area. See what they are charging and decide how to take advantage of that.

You have an advantage by having a number of rooms while your average Airbnb will be one property or, one room or even one couch. You cant compete against the couch but in most cases you can compete on all other offerings.

Finally, if you are good enough to be running at 90% occupancy and as some properties have said to me, “we are full so no need to offer flexible rates or discounts”. Once again, let’s look at a 50 room property with 90% occupancy which equates to 16 425 rooms sold.

This leaves 1825 rooms empty for the year. (at $120.00 average rate, potential revenue loss of $219 000.00).

Enough said….use every tool in your armoury to go after these guys and start winning.

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Articles

A tale of two city motels SIMON REEVES

During the 1960s, two motels in Melbourne – located at opposite ends of the city fringe – vied for the coveted title of the most prestigious motel in town. Here are their stories...

The Parkroyal

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n 1961, the Motel Parkroyal was the newest, largest, grandest and slickest addition to what was then fast becoming Melbourne’s premier motel strip: Royal Parade, Parkville. As the city’s principal entry point from the north, this had been the logical choice for the first motel to be built in the inner suburbs – the Caravilla de Ville, which commenced business at 461 Royal Parade in October 1958. Others soon followed, notably the Travelodge at No 539 (1960) and the Parkroyal at No 441 (1961).

The last represented a notably early undertaking by a young Irvin Rockman – later to become one of Australia’s leading hoteliers and a one-time Lord Mayor of Melbourne – and Jessel Rothfield.

The two men had travelled together through the United States, noting the latest trends in modern transient accommodation, and decided that what Melbourne needed was a truly upmarket motel.

The chosen site on Royal Parade was ideal – not merely because it faced a major motoring thoroughfare, but also, on the other side of the street, the vast landscaped setting of Royal Park.

To come up with a suitable design, Rockman and Rothfield turned to St Kilda-based architect Theodore Berman, who had previously undertaken some smaller-scale residential work for them. His brief included a requirement to keep the actual construction costs to a minimum, so that more money could be spent on highquality finishes and furnishings. Berman duly proposed a simple but smart flat-roofed building of three storeys high – not only the first motel in Australia to rise above two levels, but also the first to incorporate a passenger lift. With ninety “air-conditioned and luxuriously furnished suites”, it was also one of the largest motels yet built in the country. Its lavishly-appointed facilities

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included the Copper Grill restaurant (providing “gourmet meals in sumptuous settings”), a separate coffee shop, a convention room, a basement discotheque and a heated swimming pool with a special section set aside for children’s use.

Inside, the Parkroyal also introduced a range of modern American-style gadgetry that would soon become standard in Australian motels. Public areas provided 24-hour access to ice cube dispensers and vending machines for soft drinks and cigarettes, while each suite further boasted a built-in coffee machine and PA system to provide “individually controlled hifi pipe music”. Interior finishes, fittings and furnishings were all of the highest quality: teak panelling, salmon-coloured marble cladding, imported Japanese washable wallpapers, stylish contemporary furniture and even ceramic ashtrays that were designed especially for the motel (and bearing its logo) by noted potter Guy Boyd. The Parkroyal logo – a stylised depiction of a reclining human figure – was also incorporated throughout the building in signage, stationery and (most notably and prominently) as a huge relief sculpture affixed to the north facade. The street frontage of the motel was otherwise enlivened by a projecting canopy supported on a 70-foot (20-metre) wide parabolic concrete arch. Even before construction of the motel was completed, the arch had already become something of a local landmark; it was so strongly associated with the Parkroyal that architect Theodore Berman integrated it into three other motels that the chain subsequently erected at Canberra, Adelaide, and Brisbane.

motel owners Journal THE AUSTRALIAN

The Palm Lake

When the Motel Parkroyal opened on Royal Parade in 1961, a comparable motel strip had already begun to develop on the thoroughfare’s southern counterpart: Queens Road, which, exactly like Royal Parade, was both a major entry point to the CBD and overlooked a vast public parkland. As early as 1955, it had been proposed to erect a multi-storey “motor hotel” on the corner of Queens Road and Arthurs Street; although this did not eventuate, it was not long before the first actual motel was established – the Commodore Motel at No 4 (1960) – swiftly followed by the Motel Palm Lake at No 52 (1961), the John Batman Motor Inn at No 69 (1962), the President Motel at No 63 (1965) and the Queenslodge Motor Inn at No 81 (1966).

An ambitious venture of businessman Dudley Cain, the Motel Palm Lake was designed by Palestinian-born architect Mordachai Benshemesh (1911-1993) who had settled here in 1939 and, after opening his own office in 1950, made a name for himself as a designer of multi-storey apartment blocks in St Kilda. The fourstorey Motel Palm Lake on Queens Road was just as boldly sited: overlooking the vast landscape of the Albert Park Lake which, with its prominent perimeter plantings of Canary Island date palm trees, inspired the motel’s evocative name. Each of its 84 air-conditioned suites not only boasted a private bathroom and “TV, radio and piped music”, but also its own parking space.

The complex also provided lavish conference facilities, a nightly dinner-dance and a licensed restaurant – The Outrigger – decked

out in the then-fashionable Polynesian-flavoured Tiki style. The motel was officially opened on 13 December 1962 by the Lord Mayor, Cr Maurice Nathan, who, upon his arrival, was “presented with frangipani bloom gathered by a bathing girl from flowers floating on top of the motel’s heated swimming pool”. In his speech, Cr Nathan stated that he considered the opening of a new motel to be “as important as that of a new office building or factory”, and went on to plant some palm trees in front of the building to mark the occasion.

Epilogue For the remainder of the 1960s, the Parkroyal and the Palm Lake maintained a healthy rivalry for the position of Melbourne’s most prestigious motel. During that period, both establishments would be substantially enlarged: the Parkroyal increasing to 140 suites and the Palm Lake to 164 suites. By the end of the decade, the latter was still advertising itself as both “Australia’s largest motor inn” and “Melbourne’s best value accommodation”, while the former was content to assert simply that it was “Melbourne’s finest motor inn”.

Sadly, Royal Parade and Queens Road have both long since lost their status as Melbourne’s premier motel strips. Several early motels have already been demolished (the Commodore and President Motels on Queens Road, and the Caravilla de Ville on Royal Parade) while others have been adapted and remodelled for other uses (the John Batman and Queenlodge on Queens Road, both converted into residential apartments, and the old Zebra Motel at 303 Royal Parade, now a religious training college). The former Palm Lake and Parkroyal motels both remain in operation – albeit under new names. Much of the original 1960s character of the Palm Lake Motel has been obliterated through successive phases of remodelling, which include a new facade, two more storeys and multi-level rear carpark that surrounds the once-famous swimming pool terrace; however, the two Canary Island date palm trees on the Queens Road frontage – planted by Melbourne’s Lord Mayor at the official opening in December 1961 – still stand as a reminder of its original name.

While the former Parkroyal in Parkville has also been extensively refurbished, much of its original 1960s charm has been retained.

Its trademark parabolic arch, in particular, still remains – after almost fifty years – an eye-catching motif for passing motorists along Royal Parade.

All illustrations are from postcards, booklets and magazines in the author’s collection.

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Articles

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motel owners Journal THE AUSTRALIAN

The minefield of employing staff NICOLE EVANS I Brisan

If you keep yourself well abreast of news articles and public opinions on social media, no doubt you would have seen the headlines saturated about the recent Fair Work Ombudsman’s scathing findings on payroll management for various franchises and well-known hospitality venues.

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he situation of underpayment, lack of record keeping and down-right abuse of authoritative powers as employers is inexcusable, but one cannot help to wonder, are our employment laws in Australia far too complex and easy to misinterpret for the majority of businesses in Australia who, quite frankly, went into business to make money, not necessarily just to employ people.

As a business owner who employs staff as well as provide a payroll service to businesses, I can easily see how employers can get it so wrong with workplace relations and compliance. Every industry award and employment agreements are minefields in themselves. Firstly, as an employer you have to work out which award should be applied to your employees and that, in itself, can be a grey area. Then you have the recruiting phase, keeping in mind particular questions can never be asked at interviews. Once you have picked the successful candidate, you must make sure they are provided with the necessary paperwork, contract, etc. Rules also apply for those on visas. The new employee is then inducted with more paperwork to confirm they understand their rights and responsibilities. Once employment has commenced, the record keeping must be maintained at ALL times ensuring the i’s are dotted and the t’s are crossed. All meetings with employees should be documented, especially when an employee is disgruntled about their current situation, or when, as the employer, you have concerns regarding the performance and conduct of an employee. It is much better to sort out the issue there and then rather than have Fair Work knocking on your door. But what happens if you have to ask an employee to leave because of misconduct? That depends on the number of employees employed and the steps taken to terminate employment. Hopefully this scenario does not pop up on a regular basis, but what does occur regularly is the payment of wages.

The actual ‘payment’ of wages is easy enough; but as the employer you must make sure hours worked, pay rates, leave accrued, leave taken, time in lieu, superannuation, PAYG withholding, the list goes on, are all recorded and reported correctly. With our payroll services we provide, we always ensure ALL staff (including those on annualised salaries) have their hours worked recorded. Pay slips provided to staff must have the appropriate details shown for the employee and must also be provided within a timeframe of the pay period ending, and not to mention, the actual ‘payment’ (e.g. bank transfer) must be paid within a timeframe as well.

Now with the Single Touch Payroll processes that ALL employers (including those that only employ one person) must adhere to, many employers feel the added pressure of making sure they get it all right. Single Touch Payroll was effectively introduced to “weed out” those employers who you would not want to be employed by anyway, especially those not paying the Employer Superannuation Guarantee. However, it is now a utilised tool for employees where year-to-date wage information is provided to them per pay period through their myGov account (my.gov. au) so no more waiting for payment summaries at the end of the financial year.

Fortunately, the majority of employers in Australia just want to do the right thing by their staff, because as Sir Richard Branson once said “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”

Unfortunately, it is the minority of employers who have made it such a minefield of those who were just trying to do the right thing at the very least. With our payroll services we offer at Brisan Hospitality Consulting, we are now seeing an increased awareness of the Do’s and Don’t’s of employing staff and their payroll duties; but the law is everchanging. As an employer, you MUST keep up to date with various award changes, employment condition changes, etc. If in doubt, utilise the Fair Work Ombudsman website (fairwork.gov.au), ask your Accountant, or hire the services of an outsourced payroll service provider where the recording of wages, maintenance of record keeping and the reporting of payroll activity to the Australian Taxation Office is well documented. If you still have concerns, always seek professional legal advice. This is what should have happened for those businesses, who have now tarnished their own reputations, when Fair Work came knocking on their door.

Despite the so-called minefield, one of the best and most rewarding things a business owner can do is give someone a job, the positives will almost certainly outweigh the concerns.

Educating yourself on the continuously moving goal posts or engaging the services like the ones we offer here at Brisan, can ensure you avoid the pitfalls that can often come with having employees.

If you have concerns with your payroll processing and record keeping, please visit our website at www.brisan.com.au and send us a message, or call us on 08 8235 1594.

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Articles

How to assess your property website JACKIE DOUGLAS I President, HSMAI Asia Pacific

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he decision is simple for an independent hotel or resort — a website is an absolute necessity. Unless you have a brand new build, you will already have a website. Currently, your website is your best opportunity to bring in low-cost, direct bookings and to service your guests with information about your property and the surrounding area. You must ensure that your hotel website is optimised, describes your property’s best-selling points and is easy to use for online consumers. To determine if you need to upgrade or you need to replace your website, consider the following questions:

»» Does your website have accurate descriptions of your hotel rooms and services? Are the images up to date? Do you have a minimum of 3 images per room type? Do the images easily convey the difference between your standard and premium room types? Don’t scrimp on spending money on getting professional photos. This is extremely important. Don’t use your friend’s teenage son, or the local wedding photographer.

Pay for someone to take great photos and be particular about what you receive. Get them to edit out the cables and reflections, smooth the sheets and brighten the lighting. It will be worth it. Remember, a picture speaks a thousand words! »» Is there a prominent “Book now” or “Check Availability” button on every page? »» Guests can check availability and make a booking without having to contact you. »» Are your year-over-year (YOY) website booking contributions growing, level, or slipping? How does that compare to industry benchmarks, and within your local market? »» Are your website traffic and search rankings deteriorating?

When was your website last re-optimised for SEO? »» Is your website integrated with the property’s social media profiles?

»» Does your website have a good Content Management System (CMS) to allow you to manage visual and textual content, set up new specials and packages, post events and happenings, create new landing pages, and push fresh content to your social media and mobile site »» Is your website responsive? In other words, if you look at your own website on your mobile phone, how does it look? Is the site built in a way that automatically adapts to the various devices and screen sizes? Google now penalises websites that are not mobile friendly so this is now mandatory. »» Do you find that you and your staff like the websites of your competitors better than your own? »» Do you have any staff with the capability to manage the website updates, or do you need to outsource the website management? »» If your hotel website was last redesigned more than two years ago, remember that the rate of change in the industry is high.

In the last few years we saw the deployment and adoption of schemas, open graph tags, new algorithm updates including penalties for non-mobile friendly sites. Change is continuous and rapid. Hoteliers no longer have a choice of whether to redesign their website.

If you haven’t confidently answered yes to most of the above points, its time to re-assess.

Which technology do I invest in first?

Budgets are limited so many owner/operators I speak to ask me which technology is more important, what do I invest in first?

SEO, Digital Marketing, Booking engine???

Here is my take on the order of priority for Marketing your hotel:

»» Does your website include a blog (and are you posting to that blog)? You don’t need 20 pages, just a homepage to display your property, rooms and maybe some local activities, tourist areas, business and shopping centres.

1. A good website (this is just as important as power and water in your hotel and the budget for the website should be included in any new build). You don’t need to spend a lot of money on this. Check the website of a property you like and see if the web designers name is on the bottom (footer).

»» Does your website support open graph tags (this means that when some-one shares your website on Facebook or other social channels, they automatically see an image that you have selected and some marketing text that you have written).

2. Booking engine with live inventory and rates (a decent percentage of the population won’t pick up the phone or email you to find out if you have space, they’ll just book at your competitor’s property and you’ll never know you missed out)

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motel owners Journal THE AUSTRALIAN

3. Channel Manager – Once you have a booking engine and website, make sure you promote your hotel and rates on the channels where your type of guests book. Yes, you can do this manually but there are a lot better things you could do with your time and these products are not very expensive.

4. SEO (Search Engine Optimisation): don’t try to do this yourself – its quite technical. Check your ranking on a site like www.

WooRank.com. This will give you a quick review of where your website ranks as far as organic search goes.

5. Email Marketing: A simple tool such as MailChimp or hotel specific email tools with all the bells and whistles provided by Revinate or other suppliers depending on your budget.

person to help you achieve what you need to without any sales spiel and without any kickbacks from product suppliers. Check out the free resources on our website at: hsmaiasia.org and hsmaiacademy.org.

About HSMAI Asia Pacific HSMAI Asia Pacific is a 90 year old, non-profit industry association and is the industry’s leading advocate for intelligent, sustainable hotel revenue growth. HSMAI is an individual membership organisation comprising more than 7,000 members globally with a presence in the Americas, Asia Pacific, Europe, Brasil and the Middle East.

Check out our events calendar for Workshops in your area. Next one is in Cairns 20th-21st February, 2020.

About Jackie Douglas https://www.linkedin.com/in/jackiedouglas/ https://hsmaiasia.org/team/jackie-douglas/ Jackie is an experienced senior business strategist with over 20 years’ experience in developing and improving digital products to achieve the best customer experience. Jackie has a strong background in e-commerce, booking engines and other online product development in the travel and hospitality sectors, having developed the first mobile strategy & Product Roadmap for Qantas when heading up Digital Customer Experience.

Other senior roles include global B2B and B2C customer experience for Travelclick, Travelocity, Zuji, Voyages Hotels & Resorts and Mantra Hotels Group.

Once you have these basics, only then should you even think about spending money on Digital Marketing. If your website or booking engine is awful and you spend this years budget on Paid Search or advertising, you’ll waste a lot of money on bringing customers to your website who won’t book as your site/booking engine is not good enough to make them feel confident to book.

In fact, a bad website can turn people off booking your property, after all, if you can’t keep your website clean and tidy, how will your rooms look? Just as uncared for?

So, you have the basics, what’s next? The table in this article is a nice summary of the solutions many hotels subscribe to run their commercial business. The extent of this marketing stack may be out of reach for smaller properties but knowing what your larger competitors have access to helps you to focus your funds in the right places.

If you need help, HSMAI can point you in the right direction and connect you with experts who can provide some assistance in setting up these systems. Feel free to contact us at: info@hsmaiasia.org. We are here to help and can connect you with the right

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Articles

Need a new property management system?

Switching is easier than you think PETER BUTTIGIEG I RMS

Technology and the way people use it is changing fast – are you keeping up? If the answer is no, then it’s probably time to consider switching your property management system.

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t’s one of the most important decisions you will ever make and has the potential to completely transform your accommodation business.

Of course, switching property management systems takes time, effort and commitment.

Over time there is no question that balance will change.

Indeed, this was a fact recognised by Melbourne-based property management system developer RMS, which moved to the cloud more than five years ago.

But it’s often easier than people think, and the rewards can be huge.

Right decision

Still not sure?

The move took a lot of work but has been worth it, says RMS founder Peter Buttigieg.

Then consider this: the longer you stick with outdated technology the further your business will fall behind and the harder it will be to catch up.

“We had to move with the times or get left behind – it’s exactly the same risk faced by hospitality operators using served-based technology,” he says.

Move to cloud

Growth has really taken off as a result and RMS software is now used by more than 6100 hotels, holiday parks and serviced apartments in 43 countries.

The biggest trend right now is operators switching from onsite server-based property management systems to cloud hosted products.

Fewer and fewer operators are heading in the other direction, it’s virtually one-way traffic.

However, there is still a long way to go with a significant proportion of the market still using onsite systems bought many years ago.

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“This kind of growth wouldn’t have been impossible if we hadn’t moved to the cloud. It’s what savvy clients want.”

Cloud v. server-based systems RMS Founder Peter Buttigieg says switching to cloud-based

motel owners Journal THE AUSTRALIAN

technology is a smart move for properties of all sizes, reducing infrastructure costs, increasing data security and boosting online sales.

“We’ve really been able to step up our security since moving to a cloud-based operating environment, which is guarded by extremely robust firewalls.”

He says cloud-based technology suits properties of all sizes and advantages include:

As a result, RMS has become the first hospitality technology company to achieve US Government FedRAMP security certification, enabling it to win a game-changing contract with US Marine Corps Community Services.

»» Fast, flexible and easy to use »» Automatic upgrades »» No heavy upfront costs »» No bulky infrastructure

More than just property management When switching systems, make sure you shop around and choose the one that’s right for you.

It should be robust and cost-effective, automating mundane tasks and creating greater efficiencies.

»» Mobile friendly »» Superior connectivity »» Cost effective “The properties we work with love the fact our system liberates them from costly servers, allowing them to focus on the business of selling and marketing rooms.”

Mr Buttigieg says cloud systems are also more secure than oldschool server-based technology.

Make sure there are no hidden costs and the property managements system is simple to operate while giving you access to a range of tools that can assist with revenue management, trust accounting and banking.

At the end of the day, your property management system must work for you, not the other way around.

Hospitality Sales & Marketing Association International Your Non-Profit Industry Association Our mission: To help hoteliers improve their sales, marketing and revenue management skills to improve ROI for their property.

Check out www.hsmaiasia.org for: • Information for hotel industry professionals around best practices for sales, marketing & revenue management • Assist Owner/operators, staff of small properties, large resorts, and big brand hotels improve their commercial acumen • Deliver online and face-to-face workshops for Owner/operators, Resident managers, marketing agencies and any professional working to improve their personal skills in improving the ROI of accommodation businesses.

hsmaiacademy.org | info@hsmaiacademy.org

CAIRNS WORKSHOP

20th-21st February, 2020

2-day Revenue Optimisation Workshop for Resorts and Owner/Operators www.hsmaiasia.org/events

HOSPITALITY SALES & MARKETING ASSOCIATION INTERNATIONAL

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Articles

11 great ways to hire losers!!!

RICHARD KELLAWAY I General Manager of Caretakers Australia

Hiring new Managers for your Motel isn’t as easy as it looks, but here are some sure fire ways to botch it up…

Hire in a hurry!

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our old managers are about to finish up, you’re going on a holiday and there isn’t anyone to replace them. These circumstances have disaster written all over them as the majority of the recruitment decisions made in haste end in tears.

Someone once said that Desperation is the worlds worst perfume, and it certainly applies in hiring, as good candidates can be scared off by an overzealous approach by a prospective employer... Take your time, try and think ahead and anticipate your hiring needs, and if it means getting a Relief Manager in for a couple of weeks to make sure you take the time to get the job right … (hint hint…1300 654 068!), then it is a small price to pay.

Write boring ads…!

In a candidate-short market when good Managers are hard to find, how you represent your business to prospective employees is directly linked to the quality of the candidates that you will get responding. If the ad is boring, unimaginative and dull… guess what the quality of candidates will be like..? If you have the creative instincts of a Siberian Goat, get someone else with these skills to write a good job ad for you….and stand out from the crowd!

Don’t bother preparing a job description…

Going into the interviewing process without a detailed job description of the day-to-day responsibilities of the position, along with your expectations of the person in the role is like walking the high-wire without a net…you are going to come to grief. The more information the candidate receives about the role, the company, your expectations of them, and the precise activities of the position, the more likely that the person will work out well. Narrow the gap between their expectation and the reality of the job with lots and lots of information!

Hire them Sight unseen.

Continuing with the “Mind-the-gap” analogy, I have heard of many instances where motel managers are hired from the other side of the country on the strength of a phone conversation. When you don’t lay your eyeballs on a management team, and they don’t get a chance to walk around the property, see the customers, check out the residence and the surrounding areas, the gap between expectation and reality for both parties almost always ends in trouble. The gap is just too wide. Yes it’s going to cost you time and money – but not as much as getting rid of the wrong managers will cost you.

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And don’t even think of asking them to share the cost… what message does that send?

Make instant knee jerk decisions….

“I can tell what a person is like in 5 seconds..” I often hear this around the traps from Motel Owners and Managers. Funnily enough their staff turnover is usually very high so they get plenty of practise making bad decisions!

… and then justify it with facts….

Poor interviewers judge candidates based on how they look, or how nice they are. And candidates that tick these boxes usually get an easy ride through the interview, and any negative information tends to be glossed over. It is far better to have a standard set of questions and a process that you follow through with every candidate and reserve your judgement to the end of the interviews.

Not every candidate hits the ground running and it is in your best interests to give every candidate the opportunity to show you what they are capable of.

Interview on-the-fly!

If you are interviewing candidates without giving the actual interview so much as a second thought until the candidate walks through the door, then you are doing yourself, your business and more importantly, your candidates an enormous disservice. You should go into the interview having thoroughly dissected the resume, looking for irregularities, inconsistencies (spelling mistakes!!) and noted down areas that you need clarification on to better understand their suitability for the role.

Make them feel unimportant!

Interviewing them in your office reception area, sitting behind a large messy desk, or taking phone calls during the interview is a great way of telling candidates you don’t really care about them and that the interviewing process is an interruption to your day. Candidates need to feel important and valued. Many will have taken time off from work, bought new clothes, fretted over the meeting and had a sleepless night the night before the interview. The interview process is harrowing enough without being treated as a distraction. Create an interview environment that is relaxed, quiet, and encourages the candidate to be open, honest and at ease. That is when you get the most, and the best, out of a candidate.

motel owners Journal THE AUSTRALIAN

Give them a job after a 20 minute interview!

Throw em in the deep end!

How much time would you put into researching a $1000 computer for the office, or a new mobile phone? Days? Weeks? Certainly Hours!

And then you go and make a $100k investment on the strength of a 20 minute interview? Doesn’t make sense – yet many employees are hired in just this way. If you don’t spend at least 45-60 minutes with each candidate you couldn’t possibly get enough information out of them to make an informed decision. Probe, delve, talk to me about my Killer Interview Questions (patent pending!) to get into the candidates head and find out what makes them tick!

Most candidates who leave a job prematurely cite a lack of induction and insufficient training in the first few weeks, leaving them feeling insecure and ill-equipped to do their job, as the main reason for leaving. If you want it all to end in tears, DON’T provide up to date office procedures manuals and an Workplace health and safety induction, DON’T buddy them up with someone capable of teaching and training them, and DON’T have them professionally trained in the computer system that is critical to the business and let them just pick the system up on the job!

Hire candidates without doing reference checks!

And that doesn’t mean merely reading written references provided by the candidates. (In 25 years I have never read a bad written reference). It means asking the candidate who they reported to in all their previous work experiences and is it ok if you contact them for a reference (and if “no” – why not??). Then DO the references. Even if the work was completely unrelated to the work you need them to do.. it is their behaviours that you need to know about… timeliness, attention to detail, attitude, team work.. because if they behaved in a certain way in their old jobs, they sure as eggs wont change too much when they get to your place.

As you can see there are a number of simple things that can be done to dramatically improve your chances of sorting the winners from the losers. And when the success of your business sometimes hangs on the quality of the people that are dealing with your customers… it is worth doing everything you can to increase your chances of getting the best people available.

Richard Kellaway is General Manager of Caretakers Australia Relief Management and Permanent Recruitment Experts to the Accommodation Sector.

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Case Study

The Hyde Park Inn – A refurbishment journey of success AMANDA BEAZLEY I Beazley Group Design + Fitout Pty Ltd, Hotel/Motel Fitout Specialists, www.beazleygroup.com.au

The Hyde Park Inn, comfortably positioned in the heart of Sydney CBD, in Elizabeth Street, has been a stable pillar of Hospitality excellence for many years. It was built and owned by the R.S.L of N.S.W., from 1968 and the property and its’ 97 rooms, sits firmly in the mid to upper Hotel range and has enjoyed occupancy percentage levels in the mid 90’s for the last 7 years. In a world of city Hospitality Accommodation where competition is fierce and new standards and trends are constantly evolving, what has been the key to this particular Hotels constant success?

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f course the basic principals of good management and a well operated hotel play a significant part, however this Hotel has also identified its’ position in the market extremely well. Finding that level just tucked under the ‘5 star’ hotel, and staying firmly in that lane, they have managed to operate and be successful through the good and bad times of the tourism market.

The way they have managed to stay at that level and in their ‘lane’ is to consistently maintain the level of the property. When any hotel allows the rooms to start looking tired and not well maintained, the rates and occupancy drops in time, putting them on that constant wheel of insufficient occupancy, rates and cash flow to upgrade… the Hyde Park Inn have been vigilant with their Maintenance Programme and Refurbishment Programme since the day it opened and so have never fallen into that cycle.

2005 Before

2007 After

The Hotel Manager, Mr Peter Gamblin has always had a 5 and 10 year plan for Refurbishment and includes this in the yearly Capital Expenditure. Consequently the Hotel has maintained its high levels of occupancy, rates and happy guests who return stay upon stay.

The guests have come to trust in the appearance of the Hotel and most have watched it evolve and morph itself into a modern Hotel, in every era of its life.

So lets take a look at the refurbishment journey of the Hyde Park Inn… In the early 1990’s the Hotel had a very fashionable peach colour palette, which the hotel realised in 2005 was out of date and that a Complete Refurbishment was required. After putting the Project out to tender, the first full Refurbishment of the Hotel was awarded to Beazley Group Design + Fitout (or John Beazley & Co as known at the time). The Company, directed by Amanda Beazley, who also developed the colour scheme and interior design for the rooms has been involved with the Hotel ever since.

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2006 – Full Room Refurbishment The aim of the designer at the time, was to firstly understand the guest and so the design evolved to create a warm feeling for the many rural guests and R.S.L members who frequented the hotel. While also being modern enough to sit in the middle of the CBD with the local tourists that used the Hotel for its location.

However the key was, and always has been for this hotel not to be ‘on trend’ but to be timeless, meaning the design was able to transition throughout the years. Sometimes partially, sometimes completely, but always progressively.

motel owners Journal THE AUSTRALIAN

The design had a neutral and warm palate of chocolate tones with the main components aim to have longevity in design so that when the Hotel required a soft upgrade the high cost items could remain. Everything was designed to sustain the commercial market and have longevity in the design and also the materials.

A testament to the Beazley team and its products, from the initial refurbishment in 2006 that furniture is still in the Hotel rooms today and has been able to work with and through a number of partial upgrades.

The design philosophy always adapted by Amanda and her team was to create a ‘sense of place’ so that guests could identify with their location, rather than a generic scheme in a generic hotel.

The way this was achieved for the Hyde Park Inn, was of course to bring the outside – in. The view and location of the park being an iconic part of Sydney CBD was the perfect inspiration. A leaf pattern was designed and adapted to the floating glass canopy as you enter the hotel and the green and chocolate to reflect the park, and tie in the rooms became the signature colours.

2008 Foyer 2007 Before

2009 After

2009 After 2008 Foyer

2009 – Reception Upgrade After successfully completing the refurbishment of the rooms in a quick turnaround programme, Beazley Group was asked to consider the Reception Area.

Again due to the intuitiveness of the Hotel Management, they quickly realised that the Rooms were not being represented at their best by the dated entrance and so went about designing a new Entrance and Reception to welcome the Guests.

The Bathroom Refurbishment 2008 Foyer

Of course the bathrooms were well maintained and of a high quality in marble finish, however again due to the commitment of the Hotel to bring all areas of the property into alignment, they identified that the bathroom looked dated and again tendered and called on Beazley Group for the design, and works for the bathroom upgrade.

This leaf design in the reception area, then merged into the new design for the bathrooms, creating a common thread throughout the Hotel, which was subtle and created an element reflective of the park and was a journey through out the Hotel experience.

Maintenance and Progression Through the years, the hotel undertook many other projects with the Beazley Team, which included Hot Water Systems, a yearly paint and clean, Fibre Optic Cable, back of house, beds and Acoustic windows.

Beazley Group at the outset of the first upgrade worked with the Hotel on a forward Programme based on the life expectancy

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Case Study

2012 Partial soft refurb

of the rooms. So having anticipated, estimated and therefore allowed in the Cap Ex a soft Refurb in 6 years, when the time came around to re-visit the Rooms the Hotel was prepared.

2012 – Partial Soft Refurb This time the designer, Amanda, integrated the green that was highlighted in the reception, into the rooms. Also injecting a part of Australian history into the design and using fabric designs by the iconic Australian Designer of the 60’s, Florence Broadhurst. Due to the design and stability of the originally selected and manufactured: curtains, furniture case goods, sofas and carpet, the upgrade was able to be achieved with a ‘soft upgrade’ of paint, artwork and bedding. However effectively implemented so that the rooms once again were modernised and made to look new and refreshed.

2019 After

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2019 – 2020

Two staged Programme Early this year the Hotel, with a new RSL of NSW Management went to tender with a number of Companies, one of which was Beazley Group. The brief was to plan the next few years of Refurbishment in a progressive and two staged approach, however the challenge was, they also wanted a new updated modern look.

The master stroke of the Hotel was that they had been able to maintain the original 2006 furniture through constant care, upkeep and maintenance so that this time around, again they could evolve into a new look, keeping the original kitchens

furniture packages

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soft furnishings

and furniture, making the Refurbishment financially viable, and achievable.

drama in the rooms, they have a warm yet sophisticated ambience.

With a very well developed, researched and thought-out design, Beazley Group Design + Fitout was awarded the design and later also the work to refurbish the Hotels most recent transformation.

Beazley’s philosophy has not changed, to create a ‘sense of place’ using inspiration from the park. This common sense and practical approach of grounding the guest in it’s location won them the job.

The first phase of the Refurbishment will be completed later this year (8th November 2019), with the plan to later change over the very sturdy furniture and sofas that have well and truly lasted the test of time and earned their retirement.

Even with the existing furniture, the rooms have been completely transformed.

This time the modern colour palette was of steel blue-grey, charcoal, and tan accents, using ‘urban cowboy’ look leather chairs, marble look tables, and modern contemporary timber wall lights to create

l interior design consultations

www.beazleygroup.com.au

The rooms, with their new sophisticated modernity are yet again meeting and exceeding expectations of that very discerning guest who has an abundance of choice in the city, yet ongoing high occupancy says, they are returning to the Hyde Park Inn.

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Articles

Sharing your guests with the sharing economy CAROL NESBITT I InnQuest

Accommodation providers have never had so many choices to make and such a changing environment to navigate. The options for online reservations to consumers continues to reach exciting new levels, your guests can research places to stay as they are on their journey and expect to be able to make a booking there and then online, receive their confirmation and be confident that their booking is secure as they plan the rest of their adventure.

O

nline channels are not necessarily the enemy when successfully deployed, including the home share suppliers who are well and truly here to stay. Rather than a threat, see them as an opportunity… companies with deep pockets able to target guests for your property. Affording you the chance to sell rooms online at a lower cost than if you were to spend the marketing dollars to try and beat them. Every day consumers and guests are being shown what platform to book on how to get the best rates, how to check the star ratings of a property and secure the best deal without even needing to make a call so now is the time to push some effort into your digital presence and sell the dream or the journey.

If a guest has a preferred channel or booking site, a property (especially an independent) is never going to attract that guest without being on that channel where the guest loves to research and buy on...or at the very least online at all.

Exploring what this might look like; imagine that you stop advertising in traditional media channels and put those funds into some good property photos and a website with a Book Now option for those guests who do find your website. Now, with the massive funding behind the giant booking sites, let them do the heavy lifting of attracting guests to their platform.

Once there, the guest will have the same sort of choices as they perhaps would have had 10 to 15 years ago on a business phone directory but now you can sell your property by using well thought out imagery, positive descriptions and great deals. Sell the dream, some of the best destination web pages on the market do not show a single image of a bed, they capture the imagination of the guest with an enticing lure, a comfortable feeling or a sense of calm. More often than not a guest will use one of the bigger platforms as a research tool and will often check the property direct for a deeper level of

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understanding of what they will be experiencing and even checking to see if pricing is comparative or inclusions are better booking direct.

Selling online against other properties does not mean that rates should be lowered, instead you are even more able to better price your product in the market and see what is viable to be selling rooms at knowing that there will be a commission (call it the advertising spend that you’re now saving from traditional methods). Manage your rates cleverly as there is additional revenue to be earned by planning higher prices for when the demand will be high or setting dynamic rates which fluctuate based on how busy your hotel is. Get on top of local events and periods of demand and give your rates a nudge to make the most of it. Create attractive deals that might have a guest look to stay longer. These don’t need to be price driven but think of value adds that are of low cost to you such as free wifi, parking or late checkout.

The recent scrutiny and almost hysteria over the home share sites seems to have hit a nerve, with much debate about how to best combat this new player (just as we saw when Booking. com, Expedia, Wotif started to dive into the accommodation sector) but savvy operators have joined in, placing a few rooms onto the giant home share sites so that guests coming to a region have choices of ‘self serve’ or ‘full service’, giving the person booking a look at both options.

Understandably many regional councils, who have the power and legislation to impose regulations on the home share economy, are now looking closely at the impact on small to medium businesses and have started to legislate around what a homeowner can and cannot do with a holiday home, particularly in a popular or desirable destination. Tighter regulations will make a home owner more conscious of how

motel owners Journal THE AUSTRALIAN

their investment is used, but this also presents moteliers with another opportunity. Recently a number of entrepreneurial operators have joined the share economy by adding family rooms to the home share sites and by ‘managing’ holiday homes under their existing business structures, helping investors to utilise their homes when not in use and providing an income stream which otherwise would not exist. At the end of the day, a motelier knows how to run a business, how to service a guest, how to maintain standards and this is a great service to be able to sell an investor ill equipped to manage a holiday home from afar.

There is no suggestion that this extra burden of running multiple channels would fall on the motelier but a good channel manager will do all the heavy lifting in this area,

once signed up choose the channels and home share sites you’d like to list on then publish the deals that you want to be bookable. Popular advice is to not list all rooms, keep a few up the sleeve for walkin or regular guests which will also negate any possible oversell.

With reports of regional properties finding it tough to continue the time is now to change the conversation and look at new ways to attract customers. Streamline the booking process and cut costs at the same time by making the online booking flow fully automated and use that additional time to deliver great customer service to keep the word of mouth strong and the guests to keep coming back!

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motel owners Journal THE AUSTRALIAN

Reaching local leadership in Swiss-style SWISSTRADE

The industry trailblazer raising the bar

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hen one thinks of Switzerland, fine chocolate and tennisgreat Roger Federer often come to mind. But the Alpine state is also known for its world leading hospitality.

Characterised by quality, precision, reliability, dependability and honesty, Switzerland’s hard earned reputation as an industry leader stands out around the world. ‘The Swiss way’ is something Australian hospitality is embracing through brand representative Swisstrade.

“We are globally connected, and locally focussed,” says Swisstrade Director Peter Weingartner – a Swiss national and longstanding hotelier in his own right. “We take great pride in bringing hotel brand standards from around the world to Australia and making these locally available.”

Swisstrade is the leading guest room specialist and offers everything a traveller interacts with. From the reliable safe to the stylish minibar, the high-quality kettle to the iron and hairdryer that defy expectations - Swisstrade understands how guest touchpoints influence the overall inroom experience. Not only that, Swisstrade also works with its suppliers and factories exclusively, offering truly unique products

and brand experiences to its client base.

Pioneer of Quality and Sustainability When Swisstrade began operating in 1997, the Australian market was a very different place. Restricted by its geographical isolation and relatively small hotel market, there was far less access to products of an international standard. This is where Swisstrade seized the opportunity to help, by offering affordable, high quality solutions, which were built to last.

Today, in its 22nd year of operation, Swisstrade also leads the pack in environmentally sustainable amenity solutions. From the launch of the revolutionary Press & Wash Dispenser System in its early days, Swisstrade doubled down on its green philosophy when supplying the Sydney ‘Green Olympics’ in 2000.

“Eliminating single-use plastic and lowering packaging density are key to reducing the amount of waste sent to land-fill each year”, Mr Weingartner says. “Swisstrade’s toiletries dispensing systems

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Articles

for example, aim to eliminate up to 70 per cent of plastic while at the same time providing a more premium guest experience.

As the global hotel industry takes a hard look at its waste reduction opportunities, the market is taking more note of Swisstrade’s leading products than ever before. Swisstrade’s longstanding emphasis on the environment sees it perfectly positioned, as travellers and hotels become more concerned with water and plastic consumption.

At the forefront of most recent developments, is Swisstrade’s all-new Smart Care System, arguably the sleekest, most contemporary toiletries dispensing system used in hotel bathrooms today, with the primary objective of offering an ecofriendly alternative to single use amenities in miniature bottles and tubes.

In an area where many amenities are still packaged in virgin plastic, Swisstrade uses recycled and recyclable material in its toiletries and dispensers. The factory-sealed Smart Care Dispenser System contains exceptional European-made fragrances and biodegradable formulations that are kind to Mother nature.

Developed using strict sustainability criteria, these have earned the product Ecolabel and Nordic Swan certification.

Today, Swisstrade offers a healthy balance of portion amenities and environmentally sustainable toiletry dispensers to meet the broad range of requirements by luxury hotels, country lodges and boutique lifestyle properties alike.

Operator empathy and partnership approach Passion for the product is a major point of difference at Swisstrade and the combined knowledge and experience of the team is exceptional. Director Peter Weingartner says: “What sets us apart at Swisstrade is, we have each stakeholders interest at heart - operational empathy for the housekeeper’s task at hand, the marketing and revenue goals of the management team and

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the return-on-investment objectives of the investor and owner.

We understand what a hotel/motel owner is looking for and how we can help to exceed guest expectations.”

Swisstrade enjoys customer relationships that span the entire accommodation sector, from affordable motel and boutique properties, to medium and large scale projects. With every different style of property, they work alongside operators to be the best in their category and to increase guest wellness in a highly competitive market.

Long-standing commitment to value and quality Swisstrade’s broad appeal naturally translates into solid success, as the business remains at the forefront of modern hospitality in the ANZ region. From pioneering its environmentally conscious products, to supporting the current influx in hotel construction and renovation, Swisstrade has its finger on the pulse - offering quality, contemporary products at affordable prices. The dedication to cost efficiency means the best value is passed on to clients. Swisstrade’s one-source product solution covers the broad spectrum of your guest room requirements: »» Guest Bathroom Toiletries »» Environmental Amenity Dispenser Systems »» Equipment, Appliances and Accessories »» Housekeeping Trolleys and Laundry Carts »» Bedding, Linen and Towelling In short, Swisstrade can facilitate an entire fit-out of your guest rooms and offer their many years of expertise at the same time.

Why not try the Swisstrade advantage by contacting the team on 02 9979 1500, or by emailing info@swisstrade.com.au to learn how Swisstrade can be of value to you.

motel owners Journal THE AUSTRALIAN

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Contact us for an obligation free consultation and free in-room trial. swisstrade.com.au | 02 9979 1500 | enquiries@swisstrade.com.au

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Articles

Waterproofing hotel bathrooms THE SHOWER REPAIR CENTRE

There are three essential components to a sound hotel bathroom. It must be structurally sound, aesthetically pleasing, and able to withstand its fair share of wear and tear. However, all three of these components can be compromised without adequate waterproofing.

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leaking shower seal can be disastrous for a hotel. It can lead to further leaks, spalling and deterioration, and can be a hotbed for mould growth. If these problems spread to other parts of the building, the repair bill could be eye watering.

Why do showers leak?

The main reasons behind a leaking shower seal are the building settling into its foundations, and the building’s natural movement with hot and cold weather.

Over time, this movement causes the grout and waterproof membrane in the shower to crack, allowing water to enter the surface below. While this problem may not be visible at first, larger cracks can cause tiles to come loose, and cause damage to structural materials such as plasterboard and timber.

There are a number of warning signs for leakages. Keep an eye out for swelling skirting boards, dampness, mould, or peeling paint. Damp must smell on the carpet or wallpaper is another sign, along with stained timber under the floor, cracked tiles and missing grout.

The problem is widespread in the

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industry. The Australian Institute of Waterproofing says almost 80% of all complaints against builders relate to water penetration and the resulting damage.

In the majority of cases, the Institute finds poor workmanship to be the cause.

Rushed installation of flashings, joints and angles can jeopardise efforts to apply waterproofing membrane.

Another major problem is the poor priming of parts and surfaces before waterproofing membrane is applied. The Institute recommends using aluminium flashing angles and waterstop angles over PVC wherever possible, and to apply the correct primer depending on the material used.

Considering the potential costliness of shower leakages, it’s essential to respond to the problem as soon as possible.

What can be done about it?

There are a number of products on the market providing long-term solutions to shower seal leakages. We spoke with the Shower Repair Centre about what products are available.

One is its Hydro Barrier Sealant, which prevents water and moisture penetrating

the surface below the tiles. It is a clear sealant painted over the tiles and grout in the shower recess.

The DiamoSmart system facilitates the micro-erosion of the sheen from the blade of the tile without damaging its aesthetic quality. The SealRight product can then bond with the biscuit of the tile to complete the seal. The products were developed in partnership with an industrial chemical company, and applied concepts used in the marine industry to shower waterproofing.

motel owners Journal THE AUSTRALIAN

To the Hotel Manager We Specialise in:

• Re-grouting and rejuvenating showers and bathrooms • Leaking showers waterproofed without removing tiles • Beautification service with little down time The product is part of an eight-step process offered by the Shower Repair Centre:

• Polishing service

1. Removing grout from walls and floor as required; 2. Replacing with special anti-fungal grout to reduce mould; 3. Preparing junctions of the shower with a high speed diamond tool; 4. Applying the specially designed SealRight product to all junctions of the shower; 5. Applying the Hydo Barrier Sealant to the tiles and grout; 6. Sealing the shower screen; 7. Sealing floor waste, and; 8. Servicing and sealing taps, if required.

Another aspect of the service is the use of infrared thermal imaging to diagnose problems. The Shower Repair Centre began applying the technology to shower repairs after seeing how thermal imaging could detect hot spots in electrical circuitry.

When applied to a bathroom, the technology can determine dry and wet areas without removing tiles or other components. For example, it can determine if a leak is coming from a shower, or the roof into a wall cavity. This leads to more efficient and costeffective solutions.

Who can waterproof?

Regardless of which company you go through, it is essential to chose a qualified installer with a current waterproofer’s license. This is to ensure their work complies with the Australian Standard AS 3740 - Waterproofing of domestic wet areas. A written guarantee of workmanship should also be supplied.

The importance of fixing waterproofing issues cannot be underestimated, so be sure to research the best options available to you.

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Motel Security SIMON HENSWORTH BSC (SECURITY SCIENCE), (ICCP-ADVANCED) I Security Consulting Group Pty Ltd

When many people think of security, they think of guards, cameras, barbed wire and high walls. A better way to consider security is that it is the “state of being secure”. Maslow’s famous Hierarchy of Needs chart regards safety and security as one of the most basic of human needs, right next to water, food and shelter.

Security can often be overlooked until one’s personal security is challenged, at which point it suddenly becomes the most important thing in the world. Security does not always need to be overt, robust and overbearing. It can be achieved in many ways and for a Motel, needs to be managed like any other business function so that it is achieved in the most cost-effective manner.

Security Risk

S

ecurity risks come in all manner of forms, such as theft, vandalism, violence, fraud, arson, sabotage etc. What 99% of security risks have in common though, are they all stem from people. There may be the odd security incident that is caused in some parts of the world by a bear or wild animal, in Canada for instance, but in general, most security incidents are human based.

Therefore, wherever there are people, there is the potential for security risks. Motels are in the people business, and therefore will experience their share of challenging security risks that stem from a high throughput of people from a cross-section of the community.

Seeing as people are the source of most security risks, we can drill-down into what makes up a person, why they cause security risks and therefore what strategies we may use to prevent or manage this.

if pressured. Conversely, spirituality or religion has been a motivator in some of the most treacherous acts in history, such as terrorist incidents. Whilst the spirit can be the source of great motivation, the ability to influence this generally takes time and is associated with wider social crime prevention strategies, which are also less relevant in the Motel setting.

If we look at the final element, the mind, there are a number of interesting strategies that can be used to influence behaviour, many of which can be easy and low cost to implement in a Motel environment.

The Mind People, whether they are aware of it or not, are continuously weighing up risk/rewards. For example, “Should I cross the street now or not? What are the chances I will be injured by that car approaching?”

If we consider “what makes a person?”, we might conclude that people are a combination of: mind, body and spirit. Interestingly, there are different security strategies that can be used to target these three elements that make up a human being.

Criminals are people too (although some may disagree). A rational criminal will weigh up the risk/reward of engaging in a criminal act. What we need to do is assist them in deciding that the risk is not worth the reward, so they decide not to offend.

The Body

This can be achieved in a number of ways.

Security strategies targeted at physically stopping the body from engaging in criminal activity are those often associated with a prison. A prison cell is a classic example. Lock someone in a cell and their body is physically prevented from unleashing crime on the World. This is not much use in the Motel industry, however, some elements of this are relevant, such as physically securing storage rooms or back-of-house areas.

The Spirit

Signage Signage can be a good low-cost measure to assist in raising the risk perceived by would-be offenders. Signs that warn of CCTV in use, or that indicate that alarms systems are installed, are often not noticed by the law-abiding citizen but are a detail that is of interest to the person seeking to engage in unlawful activity.

Signs such as these could be the element that tips a decision by a would-be-offender, not to offend.

Some people are deeply spiritual, and this has the ability to dissuade these people from committing unlawful acts, even

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Crime Prevention Through Environmental Design Crime Prevention Through Environmental Design (CPTED) offers a range of passive strategies that can assist in influencing the behaviour of would-be-offenders. CPTED includes a number of principles including Natural Surveillance, Natural Access Control and Territorial Reinforcement. In general, criminals do not want to be seen, challenged or caught. If they think this is probable, they are likely to choose not to offend. CPTED uses strategies that manage or modify the environment to maximise the perception by would-be-offenders that they would likely be seen, challenged and caught. It also includes strategies to limit opportunities for crime, such as the selection of building materials that are more difficult to graffiti, or minimising the use of landscaping materials that can be used as potential tools to break-in, such as loose rocks, star pickets, etc.

Security Technology Security technology such as alarms systems, access control and CCTV can be a useful measure in deterring would-be-offenders.

For a Motel, alarm systems can be used in innovative ways, such as using glass-break detectors to trigger an alarm if a bottle

or glass is smashed near the pool. This way the pool can be closed for cleaning before a guest ends up with an injury and a subsequent litigation case. Alarm systems should also be considered for rooms used to store valuable assets.

Access control could be considered to replace keys to prevent the risk associated with lost or stolen keys. There are a number of battery powered access control systems available now that utilise access tokens instead of keys, which can be retrofitted for reasonably low cost.

CCTV can be a great deterrent and should be overtly located and supported with CCTV warning signage to maximise its deterrent capability. Hemispheric cameras which see in all directions at the same time can be a cost-effective way to cover small areas with a single camera, which traditionally would have required multiple cameras. Cameras can also be configured to record to an internal memory card and controlled via a simple laptop which can provide some valuable surveillance capabilities at a reasonably low cost. CCTV analytics are becoming cheaper and more effective and could also be used for alerting staff of certain conditions, such as people using the swimming pool at times when it closed, to assist in risk management.

Staff Security Awareness Staff Security Awareness can be a valuable element in deterring crime and unwanted behaviour. Would-be-offenders are likely to notice if staff are actively taking an interest in what they are doing. If staff have a high level of Security Awareness, there is a higher likelihood that they will take notice of suspicious behaviour or activity by those around them and report it. Staff should be encouraged through training or awareness programs to remain alert for potential suspicious activity and report any activity that could present a security issue.

Security is a basic human need. Security should be managed like any other business function and a formal security risk management process is recommended to ensure that security is logically managed and formally documented so performance can be optimised. Achieving security does not always require significant cost and there are many innovative strategies that have great potential in deterring crime and unwanted behaviours before they occur.

Before undertaking any activity related to this article, it is recommended you consult a licensed Security Professional.

About the author Simon is a Security Consultant with the national consultancy, Security Consulting Group (SCG). Simon has a Bachelor of Science Degree in Security Science from Edith Cowan University, has over 16 years of experience in the Security Consulting industry and is currently one of ten ICA (International CPTED Association) certified CPTED practitioners Worldwide. Simon has provided security solutions for many clients with major assets in Australia and is involved in all aspects of security, security technologies, promoting security and Security Awareness.

Simon Hensworth BSc (Security Science) (ICCP – Advanced), SCG Pty Ltd. T 61 8 9468 2215, E shensworth@securityconsultinggroup.com.au

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motel owners Journal THE AUSTRALIAN

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Articles

Bed care in hospitality

MICHAEL ANDERSON

How often do you rotate and/or flip (double sided) your mattress’s in guest rooms?

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ith beds being quite a large investment in this day and age, bed care should be a very important part of your maintenance schedule. Just as an air conditioner needs filters cleaned and servicing, your beds also need maintenance and care on a regular basis. Whilst it is not always easy ensuring staff are doing this correctly, it will protect your investment and ensure you get the best life out of your beds, with the upside also being guest satisfaction from sleeping on a properly cared for bed.

I often hear from hotels that they weren’t aware they had to flip or rotate their mattress’s, or they maybe only do it once a year if at all. This discussion often stems from a call or complaint about either body impressions/sagging or dipping on the edges or broken legs and castors.

So, just to confirm, it is a requirement of the manufacturers warranty that the mattress’s need to be rotated and/or flipped every 3 months or so (depending on manufacturer), and it is also strongly recommended that this is done with a new mattress every 2-3 weeks for the first 3 months. This will ensure the mattress is properly “bedded in” and that the whole sleeping surface is sharing the load, not just one spot or side, which will result in dips/severe body impressions and guest complaints. And then, having to replace the bed prematurely, is not a great ROI for what could have been easily prevented.

Your bases should also be checked on a regular basis also, checking the fittings (castors/legs) are tight and there are no broken slats which could damage your mattress. Loose fittings will either break or damage the metal threaded insert in the base, which may or may not be repairable depending on how far it has been let go.

King & King Zip bed bases should always have the joining plates attached also, this is important to stop any damage to zips and mattress’s from the bases moving apart. Warranty does not cover broken zips if you are not using the joining plates when the beds are zipped together.

So how do you protect your beds and get the most out of them, aside from the regular maintenance schedule detailed above?

You might not think of taking a vacuum to your mattress, but you should. Regularly giving it a clean sweep helps to keep dust from becoming ground into the mattress, just ensure you use a separate attachment from the one used on your floors.

We also recommend a good quality fitted, washable waterproof mattress protector, which guards your bed against oils, perspiration, humidity, and any spills from food and beverages.

These can also seep into the foam and possibly break it down, leading to premature sagging. By keeping your bed protected and dry, you can help to further preserve the top comfort layer, which will help your mattress retain its shape and ensure your warranty is valid.

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So, just to reiterate, here’s a few do’s and don’ts..

Do’s »» Ensure your mattress’s are rotated head to toe every 3 months at most, for double sided mattress’s, you should alternate the flip and rotate, use a clockwise direction so you always remember. »» Ensure your bases are checked initially after 3 months, then every 6 months at most for loose fittings or broken/damaged slats. »» Keep your mattress clean and dry: We recommend you place a good quality washable waterproof fitted mattress protector over the mattress. Vacuum the mattress regularly, to prevent dust from settling. »» Spot Cleaning: Treat spills and stains as soon as possible.

Gently scrape away any soil and mop away liquid from the fabric. Use warm soapy water as a general cleaning agent to remove the residue of a spill. »» First test the cleaner in an inconspicuous area. Don’t saturate the fabric of interior with water or other cleaning liquid. Don’t use dishwashing or laundry detergents or scrub with a brush.

Dry thoroughly in shade, away from direct heat. »» If the mattress is being returned for any warranty or repairs, it must be sanitised prior to returning, most manufacturers will not accept dirty or stained mattress’s for return/repair. »» It is also recommended your mattress’s be bagged prior to moving from your guestrooms to avoid any dirt collecting on them, and ensure they are carried by 2 people at least, not dragged along.

Don’ts »» Never fold or bend your mattress: Treat it like any other piece of fine furniture. Don’t stand or jump on it, bend the corners or kneel on the edges. »» Never drag a mattress or base along the floor on it’s edge, it will result in damage which is not covered by warranty. »» Your mattress may have handles, but never use them to support the full weight of the mattress: Handles are designed to help position the mattress on the base. »» Don’t abuse your new mattress by using it on an old, unmatched base system: A mattress will last longer and feel more comfortable when used with the correctly matching base. »» Don’t risk back injury: You could risk injury to your back by turning the mattress yourself. Always ask someone to help you.

E EW G N N RA

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Vacuum Cleaner Range Overview

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motel owners Journal THE AUSTRALIAN

Why guest room telephones remain crucial for hospitality BRENDON GRANGER I Director, Technology4Hotels

Digital technology has become integral to the 21st-century hospitality experience. In particular, more and more larger properties are investing in messaging platforms, voice assistants, and in-room tablets to enhance in-room guest communication.

T

he benefits of these technologies are undoubted, but some properties are mistakenly thinking that they will replace the in-room phone. Why is that a mistake? First and foremost, not all travellers will engage with new digital communication technologies — especially less tech-savvy older generations.

In addition, the in-room phone is still the main way guests order room service, they also frequently use it to call the front desk, make housekeeping requests and get advice on local restaurants and attractions. So if your property is considering doing away with the guest room phone, here are some of the major reasons to reconsider.

Emergency calls Above all, it’s vital to have a reliable form of communication in case of emergencies. If a guest can’t use their mobile for an unforeseen reason, they need a quick and easy alternative. This is where the guest room phone comes in.

Plus, modern in-room phones have guest-service keys that can be programmed to a selected emergency number at the hotel.

This means an emergency call can be made with a simple tap of a button. Also an in-room analogue phone doesn’t require power, so it will still work as a communication tool in the case of a power outage.

Hassle-free communication Digital communication platforms offer a fast and frictionless way to communicate. But not in every situation. If a guest arrives hungry and wants to order room service, placing an

order using the in-room phone is arguably the fastest way to do that. While tech-savvy guests might prefer to place orders through your hotel app or in-room iPad, it’s important to provide a familiar alternative. Not all guests want to download an app or have the time to work out how to use the in-room tablet just to order room service if they are hungry now.

The in-room phone drives revenue A lot of owners and managers believe that in-room phones no longer drive revenue. But that’s not entirely true. Dig a little deeper and you find that this viewpoint only relates to revenue from external calls.

In reality, the majority of guests still use the in-room phone to order Room Service, so a property needs to look at the revenue that comes from Room Service as a result of the phone before they dispense with it.

Many only look at the cost centre called Telephones on their P&L, which can give them a distorted view of how much revenue the in-room phone is actually generating.

All generations can use an in-room phone As touched upon above, it’s important to remember that not everyone is comfortable with mobile technology. While baby boomers are certainly more tech-savvy than common assumptions might have us believe, they’re still more likely to make a request by picking up the phone than trying to access your hotel app.

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Older generations still commonly see the telephone as a key communication channel. Why make life harder for them by taking it away? While mobile-reliant younger travellers might not think twice, an in-room telephone is something that older demographics still expect to see and regard as familiar and reassuring.

A desire for tech-free travel A growing number of travellers now take a break in search of a digital detox. They want to enjoy a tech-free experience that allows them to disconnect from their smartphones and unplug from the internet, if only for a few days.

Offering an in-room phone makes it easier for guests that genuinely want to escape their constantly connected lives.

In an age when properties are investing heavily in the latest digital communication tools, it’s worth remembering that some guests will value your efforts to help them disconnect from their tech.

Rock-solid reliability If your properties mobile phone reception isn’t great, or your guests’ forget or misplace their phone chargers, the lack of an in-room phone suddenly makes communication a hassle. If a guest has to head down to your lobby to talk to your team, that’s hardly a great experience. If they need to stumble out of bed to do this in the middle of the night, they’re likely to feel more than a little disgruntled.

Of course, these kinds of scenarios can quickly lead a frustrated guest to vent their feelings on TripAdvisor. By making sure guests always have an easy way to get in touch with your team, you can manage your brand reputation by resolving potential issues sooner.

A quality phone is part of great design (and it saves you money) The guest looks at the quality of the items in the room as a reflection of the overall quality of the experience that they’re paying for. A cheap looking phone instantly downgrades that experience.

When you consider that owners and developers often spend millions of dollars on luxury room design and decor, it seems crazy to ruin an otherwise beautiful looking room by installing a cheap phone which saves a few dollars per room at best.

Too often, a phone is chosen simply based on price which can often be false economy as the cheaper phone doesn’t always last as long, making the long-term financial outlay greater.

Staff also have to spend time replacing these phones, but the worst part is that inevitably the guest is inconvenienced when the phone in their room doesn’t work.

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As with all amenities, it’s important to ensure that the phone you chose reflects your brand and its promise to your guest.

Does the phone reflect the quality of your brand in your guest’s eyes? If it’s a cordless phone does it go back on the cradle easily and charge?

In addition, let’s not forget the charm of a true hospitality phone, complete with cute icons for each available guest service. There is a certain charm about a hospitality phone and we have often provided phones for film sets so that they can create the authentic room. In the digital age, it’s nice to have a few reminders of the classic hospitality experience.

It’s time to rethink the guest room phone Before you consider doing away with the guest room phone, take a step back and consider the unique benefits it still offers.

Mobile messaging platforms and hotel apps are great for remote communication, but the in-room phone still drives revenue, and it remains the most simple and reliable way for guests to communicate with your team. It also provides the best way for your property to build rapport and demonstrate empathy with guests by offering a channel for personal, oneto-one conversations.

Ultimately, the guest room phone and the latest digital platforms should not be seen as mutually exclusive. Hospitality is about offering everyone a choice, and having a range of communication tools available will ensure all your guests are catered for and able to connect with you and your team.

About the Author With a great passion for all things hotels, but in particular technology and a desire to help others his role as director at Technology4Hotels allows him to do both.

Brendon has worked with hundreds of hotels to help them with their inroom technology. In the last few years he has helped them to increase guest satisfaction, strengthen guest loyalty and encourage repeat bookings as well as win awards such as the best business hotel, best city hotel, best upscale hotel and best luxury hotel in Australasia.

Always going the extra mile, Brendon began his hospitality career over twenty five years ago working in 5 star hotels whilst completing his Bachelor of Business in Hotel Management. He has held various management positions within 5 star hotels, worked as a consultant in both hotel feasibility and technology and has an extensive background in hotel technology.

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motel owners Journal THE AUSTRALIAN

Are linen, cotton or polyester sheets better?

AUSTRALIAN LINEN SUPPLY

There are many different types of sheets available - linen, cotton, silk, bamboo, blends, synthetics among others. The most popular types of sheets for hotels include linen, cotton and polyester.

W

hen people visit hotels, the first thing we all look at is the bed sheets because we want to see an inviting bed, one that you cannot wait to lay on during your business trip or vacation.

»» It is perfect for hot weather or high temperatures and works perfectly with a faux fur blanket to keep you warm during the cold months of the year.

Hotels and motels choose bed sheets based on a few factors.

These are:

»» Linen is versatile and used to make much more than bedsheets. It is also used for making table linen, curtains, clothing and towels.

»» The type of material it is made from.

»» Linen is hypoallergenic and lint-free.

»» If the material chosen is easy to clean and maintain.

»» Linen sheets are easy to store, especially in a cool wellventilated area. You should avoid putting linen sheets in boxes or bags.

»» If the material is durable, which can save the hotel on running costs. »» If the material is both functional and decorative to make its rooms look enticing.

The most important factor they look at is the material the sheets are made of. Let’s look at the most popular types of sheets and dig deeper into each type to determine which option works best for you.

LINEN SHEETS Linen is made from natural fibre from the flax plant and mainly comes from Europe. It is one of the oldest fabrics known to man, dating as far back as 8000 BC in Switzerland and also in Egyptian tombs. The flax plant is known to need a lot of care in order to produce the best material for linen.

When the flax plant is harvested, its seeds are removed and the stalk is rolled between a presser to expose its fibres.

These fibres are usually long and are what is woven to create the finished linen fabric. These long fibres also have a wax coating, which gives linen that nice shine we know.

BENEFITS OF LINEN »» When it comes in contact with your skin, perspiration is absorbed by the linen fabric, making it a self-cooling type of sheet.

»» It is perfect as a decorative type of bedding because it holds colour dye well. »» With regular washing, they start to wear and tear from 5 years of use but can last decades. At the same time, it also resists fading.

It’s important to also look at its drawbacks. Some of these include: »» Linen is prone to wrinkling. This means that hotels and motels will have to take extra time to iron or straighten this type of sheets. »» The weave in linen means it is not good for use in upholstery. It works best on occasional or decorative furniture.

Use quality linen from ALS where you can get great quality at an affordable price. ALS also offers bath linen, tea towels, floor mats and many other hospitality products.

COTTON SHEETS Cotton was used from as early as 5000 BC and can be traced to an area in Pakistan. Cotton bolls have also been discovered in caves in Mexico as far back as 3500 BC. It became a common fabric when an improved spinning wheel was

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introduced in Europe around 1350s. The cotton plant grows best in the Americas, India and Africa.

Polyester is used to make fabrics, rubber tyres, soft drink bottles and enamel paints among other things.

Fact: Cotton surpassed tobacco as America’s cash crop, and it constitutes more than half of its imports.

Polyester is usually blended with other types of fabrics. For example, it is blended with wool to strengthen the wool. To create upholstery pieces, it is blended with cotton or nylon which help it to be wrinkle-free and absorbent.

There are 3 common types of cotton sheets - American Upland, Egyptian and Pima, with American Upland being the more popular type.

The main part of the cotton plant used is called the boll.

Almost all of the plant is used to manufacture something. The cottonseed is used to manufacture cottonseed oil and is also fed to cattle.

The little pieces of cotton, or linters, which get stuck to the seeds are used to make banknotes, plastic, bandages, cotton balls and cotton buds.

BENEFITS OF COTTON

BENEFITS OF POLYESTER »» Durable because it has similar characteristics to plastic and can be used for other purposes. »» Perfect for hot and humid areas as moisture evaporates from the sheets and keeps them dry. »» It is easy to clean and low maintenance as it doesn’t require any special washing instructions or detergents. »» It doesn’t wrinkle, shrink or stretch.

»» It is soft, durable and it breathes well.

»» It is resistant to water and many chemicals.

»» It can last for decades with proper care.

»» It can hold pleats and creases, which makes it a great option for decorative items.

»» It is more luxurious than some other fabrics and can be expensive - but it is long-lasting, making it a great investment.

Polyester has a few disadvantages that hotels can consider when choosing the best bed sheets.

»» It is easy to dye, making it a great option for decorative items like sheets and upholstery. »» It is hypo-allergenic, which is perfect for people with allergies. »» It is absorbent and easy to clean. Absorbent fabrics are perfect for hot and humid weather conditions.

»» Polyester is known to retain heat which makes it rather uncomfortable to sleep on after some time. There are other variations of polyester in the market today which have improved on this. »» It also has a tendency to cling to the skin because of static. »» It clings to stains which can sometimes be hard to remove without the help of cleaning agents.

»» It is one of the fabrics that blend well with other fabrics.

Despite its popularity, cotton has a few disadvantages. »» To begin with, it wrinkles rather easily and this means taking time when cleaning to iron the fabric. »» It is known to shrink after the initial wash. There are pure cotton items which come pre-shrunk when purchased. »» While being absorbent is a great quality, it also has its challenges. Cotton absorbs not only humidity but also stains. It can also get mildew if it is not properly dried which can be a health risk.

POLYESTER SHEETS Polyester is a man-made material made from woven fabric and binding agents. It is preferred as it is affordable, durable and soft to the touch. Polyester’s first fabric, Terylene, was created in 1941 by scientists from England.

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HOW TO CHOOSE BEDSHEETS »» Choose a credible brand. Contact ALS for quality bed sheets, towels, floor mats and bath linen. »» Consider any allergies hotel customers may have. Choose fabrics that are hypoallergenic, anti-fungal and antibacterial. »» Hotel running costs can be rather high. Therefore, choose affordable sheets »» Look at the climate the bed sheets are being used in.

Choose sheets that will work in the climate you live in.

This article is courtesy of Australian Linen Supply.

motel owners Journal THE AUSTRALIAN

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Let’s talk dirty COL NATION

Every day we spend a lot of time and money to make sure that everything looks sparkling clean. We make sure the mirrors and shower screens and sinks are spotless. We will clean marks from walls and switches, but the carpet can often let us down. It is usually the carpet and upholstery that forms the main canvas for the rest of our décor. A spot on the carpet or sofa can ruin the overall impression you are trying to create.

U

se the wrong spotting treatment on carpet or upholstery and you can cause a dark re-soiling spot that just keeps growing, or worse still, takes the colour out of the carpet out, or even worse still, damages the carpet or lounge irreversibly.

Spots are one thing, but overall soiling can contribute to a dingy look, as well as adding unpleasant odours into the picture. So you need to get it right, first time and every time.

“Soiling” as we prefer to call it the cleaning industry because it sounds nicer than “dirt”, comes in four basic categories; Dry particle soils, (sand and hair) Water soluble soils (sugary drinks), Oily soils (cooking fumes, makeup, carpark grease) and Dyes (cordial, red wine). There are often combinations of these such as coffee spills and the like.

Removing soils can often require a combination of treatments.

Treatments include, vacuuming, spot cleaning, maintenance cleaning, restorative cleaning, basic stain removal, advanced stain removal and colour repair, even physical repair may be required in some instances, such as cutting and patching or re-tufting for invisible repairs for cigarette burns and the like.

Dry particle soil removal Dry soils are things like sand, grit, clothing fibres, human skin flakes, leaf litter pet hair and the like. To remove these dry particle soils, all we need is an efficient vacuum cleaner.

According to tests carried out by Dr Eric Brown of Cleaning Research International, one pass with an upright vacuum cleaner equals around six passes with a standard suction cleaner.

An upright vacuum cleaner operates with an agitator bar that shakes the carpet fibres releasing the soils. You simply walk behind the machine and it does the work for you, instead of your back. This is a daily chore that simply should not be treated lightly or ignored. If dry soil is removed daily then it gets little chance to build up in the carpet.

But it is not that simple. These dry soils eventually start to stick to the sticky oily and sugary soils that build up in a carpet from foot traffic and spills. When a carpet looks dull after vacuuming, it is simply dry soil that has stuck to the sticky stuff. This is when you need some restorative cleaning to remove the sticky soils

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caused by oils, fats and sugars, and this often means hiring a competent, skilled professional carpet cleaning contractor

Water based soils Most spots and spills are water based beverage spills. For example, a spill of lemonade will produce a dark grey mark after a few days if left untreated. Dust sticks to the sugar and it starts to look grey. To treat this, we simply need to add a bit of water to re-dissolve the sugar and then blot it, or extract it out with equipment, depending on the size of the area to be treated

motel owners Journal THE AUSTRALIAN

Oily soils Oily soils are obviously those that contain fats and oils. What is not so obvious is the source of these soils. Cooking fumes, gravy spills, sweaty feet, pollution cigarette smoke, car park soiling are common sources of oily soils.

Oils do not evaporate from the carpet and build up over time to make a sticky layer that traps the dry particle soil. It is this oily build-up that requires chemical intervention. Hence the need for specialist carpet cleaning with the most appropriate methods, cleaning solutions and equipment.

Oily soils require solvents or detergents to get them to a state where they can then be removed by some form of extractive cleaning. When there is no more oil or sugars left in the carpet, then there is nothing for the dust to stick to and your regular vacuuming will keep it looking good. (until the oil builds up again).

For more information and helpful advice you can go to www.woolsafe.org

About the author Colin is the Australian director of WoolSafe, an international certification body and has been in the forefront of the carpet cleaning industry for over 35 years. He also runs Abbsolve Services a specialist upholstery, rug and carpet cleaning service on the Sunshine Coast in Queensland. Colin does carpet and upholstery cleaning training for both large and small organisations Australia wide through Nation Training. Colin represents the carpet cleaning industry on the Standards Australia committee that writes standards for carpet and upholstery cleaning.

www.woolsafe.org www.nationtraining.com.au www.abbsolve.com.au

Coloured dye stains Both wool and nylon carpets can be dyed with acid dyes to produce a range of colours and patterns. When we are cleaning a carpet, one of the aims is to clean it without causing colour runs or bleaching or other damage to the carpet.

But did you know that the food dyes that are used in common coloured drinks such as cordial, vodka cruisers, medicines and even some foods are pretty much the same as those used to dye both wool and nylon carpet. That’s a frightening thought isn’t it? Yes that’s right, most coloured soft drinks are just carpet dye with added flavour and sugar.

So, you can clean a carpet that has a big red drink stain and you will be left with a nice, clean, red stain. These dye stains require special skills and special chemicals. It sometimes requires the carpet dye itself to be removed, along with the dye stain, and then re-colour the spot with new dyes to match the original. But this is a very specialised skill that only a few carpet cleaners can perform.

HAVE A GOOD LOOK AT YOUR WEBSITE Would you book a room at your property?

Do you know how many bookings you’re losing for one simple reason... Your website images might not be good enough!

How to treat stains This could be the subject for a whole book and is not something that could be covered easily in a magazine article. However the WoolSafe Organisation has developed an app that is free to down load. Simply go to your App store and search ‘ Woolsafe’ and download the free app. The advice will suit all types of carpet.

If it is safe on wool then it is going to be safe on any synthetic fibre as well.

The app opens with some general advice then you click on the ‘stain’ button and then select the stain you have and it will give you step by step instructions. If the stain does not fully respond then you click on the ‘cleaner’ button and it will locate you, and then open up a map with your closest WoolSafe Approved Service Provider who can help you. Click on the flag nearest you and you can call the operator direct from the app.

70% of potential guests view your website images prior to making the buying decision.

We can help with fixed price affordable photographic packages tailored to the size and needs of your property.

Call Gary on 0410 458 166 for an obligation free chat.

You have nothing to lose but a lot more bookings to gain Hospitality Service Solutions e: gary.berman@bigpond.com www.hospitalityservicesolutions.com.au

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Articles

It always pays to check!

DAVID LILLY I STEPHEN L. DOGGETT

The Editors recount their experiences in finding bed bugs in hotel rooms.

David’s experience:

F

or many years now we have been educating people about the importance of checking hotel rooms for bed bugs prior to settling in for the night. However, whether by good luck or good planning, I had never found bed bugs in any of the hundreds of hotel rooms that I had stayed in over the last 15 years of both local and international travel. In fact, I’ve been so lucky (or unlucky given my research on bed bugs and that I would have appreciated some additional field specimens!), I recently boasted to colleagues that I’d not once found them in my room.

Well, that was until I arrived in Christchurch, New Zealand.

After a long day of travel and meetings, it was tempting to skip the usual inspection and jump straight into bed, but routine is a difficult habit to break, and so down I went for the usual check of the headboard, mattress, ensemble base, and valance, assuming my past experience would repeat yet again. Except, to my surprise, a small but healthy-looking infestation of Cimex lectularius was lying in wait!

A quick call to the front desk ensured a swift and apologetic upgrade to a new room, and a reminder that… it always pays to check!

Stephen’s experience Similar to David, I had not found evidence for bed bugs in any room that I had stayed in…up until recently. Now I have had two encounters over the last three years, both from Australia.

In the first case, my partner Merilyn (Mel) and I, were on holidays in central Australia to the red centre. We were visiting the famous Uluru (better known as ‘Ayres Rock’ by many) and the majestic Kings Canyon. The latter being a geological marvel naturally carved into an otherwise desolate and flat landscape. Upon entering the hotel, we placed our bags in the middle of the room (bed bugs are less likely there). Mel noticed some suspicious black spotting in a crack on the bed head behind the beds (I should say that Mel works with me and has been to many bed bug infestations; she also wrote the Fact Sheet for this edition’s ‘Name This Pest!’, which appears later in the magazine).

if I receive a single bite from a first instar nymph, I stay awake all night scratching. There was no way I was going to stay in a room that had evidence of bed bugs, unless I had undertaken a thorough inspection and declared the room free of the insect. However, to do this it would have been necessary to dismantle the room. Bed heads would had to have been lifted off the brackets, covers on the ensemble base ripped off, carpet edges lifted, and furniture dismantled. As I did not have permission for a detailed inspection, which normally results in some minor damage, I could have received a rather large bill for room repairs. Thus the best course of action was to take a series of photographs and head over to reception with the evidence and request a room change. Not only did I get a new room (free of any bed bug evidence), it was a spa suite…in the middle of a desert (which is sort of obscene).

The second time when I found evidence for bed bugs in a hotel was when I was in Cairns in far north Queensland. I was undertaking field work for my new book, ‘World’s Weirdest Mosquitoes’. The hotel booked is very famous in the area and part of a global chain. As per usual, my luggage was placed in the middle of the room, the bed pushed away from the wall, and bed linen removed to enable an inspection. My senses were alerted by the presence of a few small black spots along one side of the mattress beading. However in itself, this was not convincing enough to suggest bed bugs. But the spotting made me search with a renewed vigour and an enhanced level of attention. Low and behold, not only was more spotting noticed but also a cast skin. Again, no live bed bugs were seen, and a thorough inspection was not possible for the reasons outlined above. Like above, another room was demanded. Perhaps the most annoying aspect about this case was that I had specified while booking the room that it was to be free of bed bugs (I was advised to do this by a lawyer in the US, who would then sue the hotel if bed bugs were present!). I even dragged the manager up to the room to show them what bed bugs and their spotting looked like.

Upon further inspection, the bed head was comprised of chipboard and the crack was the join between two chipboard sheets. This join was almost black with bed bug faeces. Furthermore, the join contained vast numbers of eggs, cast skins, and dead bed bugs. Cast skins and dead bed bugs were also in a spider web under the bed.

Unfortunately very few providers of accommodation in Australia (or elsewhere in the world) have procedural policies in place when it comes to bed bugs. In my opinion, this is extremely negligent, particularly as the global resurgence has now been going for two decades, and the details of the resurgence widely known, even within the hospitality industry. In Australia we have had our industry standard, A Code of Practice for the Control of Bed Bugs in Australia, in place since 2005, and a procedural and policy guide for accommodation providers was made publicly available in 2011. Both are freely available from www.bedbug.org.au. I suspect it will only be when high profile legal cases occur, as has happened in the US, before hotels become more proactive when it comes to bed bugs.

What we did not find however, were any live bed bugs. The problem I have is that I react badly to bed bugs, in fact really badly. Even

Article is courtesy of Stephen Doggett whom is Manager & Senior Hospital Scientist at the Department of Medical Entomology, NSW Health Pathology.

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advertorial motel owners Journal THE AUSTRALIAN

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!

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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)

FEATURES:

REMOTE INCLUDES:

Phone 03 8899 62 72

sales@thermocontrols.com.au

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Articles

Choosing the most efficient motel cleaning innovation MURRAY MCDONALD I Director of Duplex Cleaning Machines Australia

Close to 12.8 million international tourists are estimated to visit Australia within three years, and accommodation is a key to best servicing this demand. Without high quality accommodation, Australia will not be able to keep up with the strong growth in demand and could be at risk of losing market share to other countries.

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ne of the most critical tasks in accommodation services is hygiene practice.

It can be quite a daunting task for motels to constantly address the presence of germs and bacteria without efficient cleaning equipment. If you take into account the lack of time given to clean each room during busy times that can become a central issue in dealing with problems.

Ideally at this stage, traditional cleaning methods should have been replaced with the latest innovation.

Yet when it comes to procurement, in practice, the most affordable product is quite often the most popular choice. It can be difficult to measure the efficiency of equipment over a period of time.

When browsing for efficient cleaning system, look for the latest innovations that can provide ways to efficient hygiene solutions, such as below:

1. Automation In every motel, daily cleaning procedure is very much labour intensive, repetitive and always subject to human errors. This can be a time to start automating dull routines, repetitive cleaning tasks and passing on responsibilities to robotic machines.

Automation has been here for quite a while, even though people still challenge its role.

Our recent client case study shows that automation practice through the use of robotics can be efficient.

Here’s a scenario: one cleaner deploys a fleet of four floor cleaning robots every night to clean four different large complex areas.

While a cleaner can deep clean a complex bathroom environment, in one hour, robots can perform four hours’ worth of labour in the same time. Robots are capable of cleaning 100% of the area without missing a speck of dust, as well as accessing difficult corners that are not reachable by a human with a vacuum cleaner.

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From that study we can measure the efficiency created through the use of this technology. While these robots can automatically clean areas by themselves, cleaners may find time to focus on more complex environment, rather than doing the dull and repetitive tasks.

The more you automate, the more possibility for you to improve human productivity as well as saving time – both labour and time are money saved.

Management can see the cleaning progress in real time or view robots’ route logs from various devices. This also takes cleaning task management to a new level. Never before could you validate cleaning, measuring tasks and providing smart tracking technology capability of what’s been cleaned and what’s been missed.

2. Cordless Old Style Machinery Cordless machines do not need mains electric supply and obtain energy from often renewable batteries, hence you can save electricity. It will not restrict your movement or make you trip over the cords dangling from a switch board. It gives the freedom that you need to move around corners easily, and usually very lightweight, hence allowing you to clean more efficiently with the elimination of many hassles.

To make this innovative machine worth investing in, we need to understand that cordless cleaners are engineered to leverage efficiency in your daily routine but not necessarily applicable for monthly deep cleaning. Ensure choosing a good quality machine that is well constructed, versatile, and acoustically engineered so as not to produce too much noise.

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3. Eco-Friendly Machinery Eco-friendly machines are the best innovations, but it is quite unfortunate to know that most commercial businesses don’t pay much attention to these machines. It doesn’t cost more than noneco machineries in any ways.

Eco-smart equipment encourages you to use less energy and less chemicals, simply benefiting for a sustainable future. Cutting electricity, gas, or fuel also means cutting carbon dioxide and greenhouse emissions. On the other hand, the less you use energy and chemicals, the more money you can save.

Ensure that good eco-friendly product must substantially reduce waste or environmental footprint compared with traditional method. It should also include green cleaning agents, low water usage, as well as the use of microfibre, a reusable cloth that replaces wasteful paper towels that require the cutting of trees and waste disposal.

4. Steam Vapour Technology Who would have believed that all your traditional effort in cleaning with a cloth, mop, and some spray of chemicals would

have been easily replaced with this smart little machine. Not only that, this machine can save you time, it also saves you so much on water waste and chemicals.

From cleaning bathrooms, common areas, difficult surfaces, to other large rooms, saving water is possible by using only 1mL of water instead of 4 gallons of water in the usual bucket. As opposed to the older mop-and-bucket method, steam powered machines have a small tank that allows you to refill only just enough water to do your cleaning task.

Just as in the old locomotive cab, steam powered machines have a boiler with thin metal tubes to carry the heat and produce steam under high pressure. This heat also kills germs and bacteria within seconds and makes it a very compact and efficient machine to use in your motel facility.

Murray McDonald has over 20 years’ experience in equipment for cleaning processes within hospitality and accommodation sectors. He is also a Director of Duplex Cleaning Machines Australia, an exclusive distributor of Italian brand Duplex and Tecnovap cleaning machines in the Asia Pacific region. The company has solved major cleaning issues and improved cleaning standards in many accommodation facilities. For more information, visit www.duplexcleaning.com.au

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Articles

It’s a mobile world, so get moving PETER BUTTIGIEG I RMS

The future of accommodation technology can be encapsulated in a single word - mobile.

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It sounds somewhat cold – many people certainly enjoy a warm greeting and the personal touch – but it’s clear some guests would prefer to bypass reception and get straight to their room.

We have seen enormous growth in mobile bookings with more than 30 per cent of all online accommodation revenue through the RMS system now transacted via a mobile device, either a smartphone or tablet.

This leads to greater staffing efficiencies while the deployment of tablets by housekeeping means staff can instantly update the property management system, allowing immediate check-in and increased guest satisfaction.

Meanwhile, the proportion of desktop bookings appear to have peaked and entered a very gradual decline, suggesting we have reached a tipping point.

And at the end of the day, ensuring guests are happy is what the hospitality business is all about.

obile is already disrupting every level of staff and guest interaction, but at RMS Cloud we believe this is only the start of a revolution.

So why are bookings transitioning to mobile? We believe there are four primary factors: »» Ever-increasing consumer mobile usage, especially smartphones (tablets not so much). »» Smartphones are more powerful and the screens larger, making the transaction easier. »» Better, more mobile friendly websites. »» Constant improvement of mobile booking technology.

Perhaps the biggest big trend we are seeing at RMS Cloud is the growth in mobile booking conversion rates.

Mobile browsing rates have been high for years as but historically consumers have used their smartphones and tablets to research but later booking on a desktop.

Now it’s clear the balance is shifting, and it does seem inevitable that in the online world mobile booking revenue will one day exceed desktop revenue.

However, despite recent impressive progress, that shift could take years.

It will be interesting to see how this plays out.

Mobile technology is also becoming an increasingly important tool within the workplace.

One day soon, it will be possible for a guest to do everything – check-in, check-out, lock and unlock the room – on a mobile device using RMS technology without interacting with a staff member.

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So, if that means giving them what they want via a mobile device, then it’s time to get moving.

motel owners Journal THE AUSTRALIAN

global check ins

The PMS you need to check out

Over 6,000 motels, hotels and holiday parks, across 43 countries, trust RMS with their property management. Get a free demo to see why at www.rmscloud.com

59 Lachlan: 0414 630 624

sales@rms.com.au

Articles

Hard floor care SEBO

In the last issue, we looked at the care of ceramic and stone. Courtesy of SEBO, we’re now looking at other types of hard flooring and how to care for them.

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ard floors come in many different types and each type can have a great many variations, so it is particularly important to contact the flooring manufacturer or supplier to get specific advice.

Hard floors, although generally durable and hard wearing, are not immune to damage and still require care and maintenance, much like carpets.

Generally, a very important factor with hard floors is to ensure they are sealed. A seal forms a protective surface and prevents liquid (and therefore stains) from penetrating. There is a simple test that can be performed to check if your hard floor is sealed correctly: Pour a drop of water onto the surface and spread it out with your finger. If the water is absorbed then the surface is in need of sealing as soon as possible. However, if the water beads and is repelled then your surface is properly sealed.

There are many types of wood flooring; various hard or soft wood species are used and even bamboo (although strictly this is a grass). Solid wood or engineered composite ‘planks’ are available and the surface can either be, lacquered, oiled or waxed. Raw wood can also be used, but a protective surface finish is necessary to maintain the floor quality and so raw wood is not covered by this guide.

General care and maintenance of each type will be similar, a different approach only being required when restoration of the surface is required.

Soft wood

Entrance matting The importance of entrance mats in protecting floors cannot be over emphasised. Dirt, grit and sand cut into the finish, causing scratches and dulling. Once the protective surface has been penetrated, liquid can stain the floor causing further problems.

Floor protectors Place felt floor protectors on table and chair legs and the feet of any other furniture to prevent scratching.

Vacuuming Vacuuming is essential, not only to remove any dirt and grit which has made it past your entrance matting, but also to remove any dust generated from within.

Polishing For gloss hard floors regular polishing will bring an hygienic shine to the surface, making the floor look like new.

Spills Mop them up before they can be absorbed into the floor!

Mopping Wet mopping is normally best avoided, especially if the protective finish is worn. Use a specially formulated cleaning solution and take care to keep the mop damp rather than wet.

Usually sanded and sealed floorboards – is much more prone to damage than hardwood and so will need more care and attention. However, as even hard woods like oak are susceptible to scratching and damage, no wood floor will remain pristine.

Wood Floor finishes

A good source of information on all things relating to wood is the Timber Research and Development Association.

Polyurethane: This is effectively a layer of plastic which protects and seals the wood. It is by far the most common sealant used today. Never apply oil or wax to polyurethane. For an optimum gloss surface use a polisher fitted with diamond pads.

By following some basic preventative maintenance measures, it will help prolong the look and minimise the chance of floor damage.

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There are three types of finish; polyurethane, oil and wax. Each is cleaned in a similar way, but how you restore the surface depends very much on which finish you have.

Oil: The wood is impregnated with natural oils to give a water resistant finish. To maintain the finish re-apply the specified oil product. For an optimum gloss surface use a polisher fitted with standard (in conjunction with further oil treatment or diamond pads).

motel owners Journal THE AUSTRALIAN

Wax: Sometimes considered a contentious treatment for hardwood floors, adding wax to your hardwood floor can improve its look relatively quickly. Wax is easy to clean and buff. It is also easy to add wax to continuously improve the look of your hardwood floor. However, an excessive build up wax may be difficult to remove. Also wax must never be put on an oiled or polyurethane surface. For an optimum gloss surface use a polisher fitted with standard pads.

Laminate Flooring Care Laminate flooring is constructed of a number of layers that are bonded together by pressure and/or heat. A durable transparent surface layer of melamine resin resists scratching and staining and also protects the printed design layer below. The core is made of high density fibre or particle board, and the backing is a water resistant material, normally melamine resin or treated paper. Laminate is graded by its wear resistance.

The care of laminate flooring is very similar to wood. Wet mopping should be avoided as it could get into joints and then cause the underlying particle board to expand. Cleaning agents that have been specially formulated for laminate floors should be used.

Although hard wearing, laminate should be protected in the same way as wood floors with entrance mats and floor protectors on furniture feet. Like any other floor surface, the quality of the product will greatly affect its durability. A good quality laminate can be cleaned and brought to a high level of shine using a polisher fitted with standard or diamond pads.

Lino and Vinyl Linoleum True linoleum is a traditional, and some might say unfairly overlooked, flooring which is made from an environmentally friendly mixture of linseed oil, cork/wood flour, limestone and pine rosin which is pressed onto a jute backing. With known antimicrobial properties, linoleum comes in a variety of patterns and flecked designs, which can disguise scratches and marks.

In addition, the pattern and colour go all through it which can reduce the visual appearance of floor damage. Although highly durable, linoleum can be damaged by moisture and alkalinity.

Maintenance requirements are similar to wood, but in order to give its best appearance, to protect it from dirt and seal against excess moisture, linoleum should be cleaned and polished with products intended for use on genuine linoleum. Please consult the manufacturer for their specific recommendations. Most advise a regular polishing to renew linoleum’s natural shine and stain resistance.

Vinyl flooring Vinyl is a man made plastic material also called PVC. Good quality vinyl flooring, known as LVT (Luxury Vinyl Tile), can be beautiful, long lasting and ideal for kitchens and bathrooms.

Because it is flexible it is also a good choice for installing on suspended floors which may have some movement. A durable surface layer is added to protect the underlying design and as with laminate, maintenance is similar to polyurethane sealed wood. Specific floor cleaners are available and information as to maintenance should ideally be sought from the supplier or manufacturer. Sheet cushion vinyl (where a thin surface layer covers a foam sub layer) can be one of the cheapest floor coverings available. Care has to be taken with this type of vinyl as it is relatively easy to damage.

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Articles

Changing consumer needs shaping Australia’s accommodation landscape CASHFLOW IT GROUP

The landscape of Australia’s accommodation industry is ever-changing as moteliers, hoteliers and suppliers adapt to meet to evolving needs of consumers. As online booking agents drive consumers decisions making processes online, it is easier than ever for potential guests to find and compare properties. This increase in competition has meant that moteliers are in a position where they are constantly trying keep up with new trends in room design, customer service, technology and even architecture.

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nfluencing all aspects from interior design decisions, bathroom fittings, customer service and loyalty schemes, through to marketing campaigns and brand management – there is no doubt that consumer trends play a significant role in the direction of the accommodation industry. Consumers desire to stay in properties which are fresh, stylish, sustainable and ‘plugged-in’ has led owners to be in a constant cycle of renovation.

With information more available than ever, properties are being placed under the microscope. As a result, it is more important than ever for moteliers to deliver across every aspect of the guest experience. Failing to do so could result in a negative review, which can be extremely damaging. Multiple studies have shown that word of mouth has become a powerful marketing tool, with consumers more receptive to the opinions of other consumers than any other form of marketing.

Poor property reviews often centre on uncomfortable bedding, outdated bathrooms and lack of technology integration.

Undergoing a refurbishment to address these issues allows the property to stay relevant and competitive, however making these changes on a regular basis can place a financial strain on the owner’s capital levels. Refurbishments directly impact a motels value, and the cost of choosing not to make property

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improvements will ultimately be detrimental to the businesses bottom line.

Increased occupancy rates, the ability to charge a higher room rate and increased marketability are all benefits of refurbishment.

Investing funds into the areas which will generate the best return on investment is the first step. Often this means refreshing the areas which have the biggest impact on guests such as bedrooms and bathrooms, it is also important to consider other modern necessities, such as efficient Wi-Fi. Despite seeing the value of investing in their property, many moteliers struggle to raise the funds needed to undertake a refurbishment without putting their working capital at risk.

Cashflow and capital issues can be managed through the use of external finance. There are a wealth of funding options available, including specialised solutions designed to fit the unique needs of accommodation based businesses.

Adapting to meet changing consumer needs is vital for the longevity of any motel, hotel or property. Investing in your property through refurbishment, equipment upgrades and new technology will ultimately help secure your motels future.

motel owners Journal THE AUSTRALIAN

Have You Budgeted For Your Hotel Refurbishment?

Fund your hotel equipment and refurbishment with Accommodation Finance Australia, specialist lenders providing finance solutions for Australia’s accommodation and hotel industry.

What Can We Fund?

- Room Refurbishments - Bedding & Soft Furnishings Upgrades - Bathroom & Amenities Upgrades

Call us on 1300 659 676 accommodationfinance.com.au

- Restaurant & Dining Upgrades - Technology & Software Upgrades - Branding & Signage Requirements

ACCOMMODATION FINANCE AUSTRALIA

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Articles

7 cleaning myths that actually waste time, money and energy WARREN BURKE I National Sales Manager, Rubbermaid Commercial Products

Sparkling clean rooms is a daily priority. Getting it right takes constant attention plus effective cleaning methods and well-trained staff. Getting it wrong – in other words poor hygiene and cleanliness – is a bad look for your business, and can have pretty damaging consequences if you think about the risk of an infection outbreak or poor reputation. Without being an alarmist, good hygiene is important and something a business should aim to get right. Trouble is, there are many myths and outdated ideas about cleaning that muddy the waters (pardon the pun) for the average person responsible for keeping your property clean.

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veryone has heard and followed their fair share of myths associated with cleaning. It’s time to burst some of these cleaning bubbles and educate your staff how to clean effectively and efficiently.

1. Looks clean, smells clean, must be clean, right?

Like they say; looks (and smells) can be deceiving. Assuming an area is clean by sight (and sniff) is risky, because harmful bacteria are invisible to the eye. Visibly clean countertops, sinks and floors might be breeding grounds for viruses and bacteria. Spraying fragrances can cover up the problem without actually dealing with it.

The only way to effectively clean is to completely lift and remove dirt and liquid from a surface rather than spraying a fragrance or other chemical to mask it.

2. Bleach is the ultimate cleaner for everything Many people believe cleaning requires strong chemicals, so a strong chlorine-based bleach is all you’ll ever need. Truth is, bleach will whiten stains, but it doesn’t really remove mould and dirt from surfaces and can leave a residue. It’s also

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extremely unsafe to use, for the operator and the environment.

For most tasks, bleach isn’t the right choice and can damage surfaces. The high concentration fumes can cause skin irritation, burn eyes, nose and throat. While diluted bleach still remains a potential threat to your staff and patrons, there are far safer alternatives that can do a better job.

3. More chemicals and detergents creates a healthier environment Well that’s not entirely true. Heavy-duty dirt and organic mess does not need more chemicals or detergents to remove – just a good technique and quality equipment. While it seems necessary to use large amounts of chemical and detergents to thoroughly clean surfaces, too much chemicals can create a sticky residue that actually attracts and captures more dirt.

Also, many cleaning agents are excessively lathery, generating suds which are difficult to remove in a single rinse – adding more time and energy.

4. Feathers are superior dusters A major concern while dusting is to avoid any kind of damage.

Soft and gentle feathers have been conventional dusters for

motel owners Journal THE AUSTRALIAN

decades. However, feather dusters don’t remove dust, but move it around. Effective dusters should not just attract but also hold dust particles among their fibres.

5. Vinegar cleans everything Apart from being the staple in any kitchen, vinegar is also considered as a versatile and ‘green’ cleaner with a reputation for being suitable for everything. Unfortunately, this magical and economical, home-remedy can damage expensive décor made from materials such as hardwood, marble, stone finishes or wax floorings.

Like most acids, vinegar can permanently damage natural or porous materials like stone. It’s better to use alternative, ecofriendly cleaning methods, such as a dampened microfibre cloth, especially when it comes to cleaning up dirt and grime.

6. Newspapers brings a sparkle to your glass and mirrors Newspapers are often looked upon as a shortcut alternative for windows and glass cleaning by many. But as there has been changes to the printing ink, using newspapers for cleaning might not be the best option. It can just leave behind a mess of ink and streaks on window trims and mirrors. This can result in more cleaning, leaving stains on your glass.

7. You need lots of water when you clean Another common misconception is you need gallons of water for any kind of effective cleaning meaning lifting heavy buckets and pouring litres and litres down the drain. However, that’s not true, an effective and hygienic clean can be done with minimal usage of water. For most of us using lots of water during cleaning gives a sense of satisfaction but it just creates waste, long drying times and slip hazards. To minimise water waste and achieve effective cleaning results, use a dampened mop pad or disposable cloth that leaves you with sparkling floors, fast.

MAKE MANAGING YOUR POOL EASY ADVANCED OXIDATION PROCESS (AOP) + BLUE I CONTROLLER =

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Wi Fi

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BLUE-I CHEMICAL CONTROLLERS The Blue-i chemical controller delivers a high-precision solution to control pool water chemistry via DPD colormetric technology. Accuracy is assured via both pH and temperature compensation making the Blue-i the most accurate chemical controller in the swimming pool industry.

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Pool feature

Swan Bedding Commercial Swan Bedding has been supplying the hotel and accommodation industry with mattresses and foundations way surpass our clients’ expectations, the value in our commercial products are exceptional against their cost. Most importantly, our range of commercial mattresses offer superior comfort and support so your guests will wake up feeling rested and refreshed.

Each series of beds in our commercial range are designed and tailored to satisfy specific level of commercial requirements.

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Visit our website www.swanbedding.com.au for more information or contact your nearest office for a quote.

motel owners Journal THE AUSTRALIAN

Keeping poolside furniture clean and healthy SCOTT ROZENDAAL I Managing Partner for Spillz AUS

Motels typically cannot offer all the amenities of a full-sized hotel. They are not designed to do so. At best, motels will have a small but comfortable lounge area, area for serving breakfast in the morning, a business centre, and possibly a small gym.

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et, one feature numerous motels do offer is a swimming pool. For many of their guests, this is really about all they want when it comes to overnight lodging. Relaxing at the pool, whether travelling on business or for pleasure, allows guests to kick back, relax, and enjoy themselves.

However, motel owners and managers must be aware of something that often gets overlooked. The outdoor chairs, lounges, tables, and other furniture that is typically placed around the pool can and does become soiled over time. They can even become contaminated, especially if placed around an indoor pool.

The higher humidity fosters the growth of all types of pathogens.

Mold and Mildew For instance, we should know that mold and mildew can develop on outdoor furniture. As it builds up, the mold and mildew can cause discolouration of the furniture. With skin exposure, mold and mildew can cause sneezing, respiratory problems, itchy eyes, and skin rash.

Many times, these reactions do not flare up right away. For instance, skin contract with mold can develop into what is called “allergic contact dermatitis,” which takes about two to three days to develop.

The delayed reaction and its intensity can vary. However, mild or severe, it can prove uncomfortable, and it is contagious. This means, for instance, that if one person in a family staying at a motel develops the disease, it can quickly spread to others in the family.

No motel owner/manager wants this happening to their guests. In a worst case scenario, it could bring in health inspectors and damage a property’s reputation. The issue then is how to keep outdoor furniture clean.

Typically, vinyl outdoor furniture is cleaned manually (by hand), using a pH neutral cleaning solution diluted in a bucket. A sponge or cleaning cloth is dipped in the solution and wiped over the vinyl. It then must be rinsed, typically using a garden hose.

If mold or mildew is seen or suspected, or any form of bacterial contamination, a properly diluted mixture of water and bleach may be necessary. Merely wiping the vinyl with the solution may not be enough. What is recommended is to apply the dilution to the vinyl, wait a few minutes, allowing the disinfecting power of the bleach to work, and then scrubbing with a brush. The brush will provide the necessary agitation to remove the contaminants.

Once again, rinse with a garden hose.

However the outdoor furniture is cleaned, there are a few safety concerns motel owners, managers, and housekeepers should know. For instance, wearing gloves is a must. Goggles are also recommended, especially if cleaning with bleach. Spills and splatters are common. Droplets of spills or splatter can get in the worker’s eyes, potentially causing serious injury. Further, the furniture should be cleaned outdoors. If bleach is used, this is crucial because the fumes can prove harmful.

Another option, which often proves safer, faster, and more effective is the use of what ISSA, the worldwide cleaning association, calls spray-and-vac cleaning systems, manufactured under such names as Kaivac or OmniFlex.* These systems are designed to apply cleaning solutions directly to all types of surfaces, including outdoor furniture. The same areas are then pressure washed by the machine.

Just enough pressure is released to loosen and remove soils and contamination. A final step is to use the machine to vacuum up moisture on the vinyl. This is highly recommended instead of just letting the furniture air dry. The vacuuming physically removes soils and contaminants off the furniture. This will also allow the furniture to dry much faster so it can be put back into service sooner.

Frequency Aware of the importance of cleaning poolside and outdoor furniture, another issue that often comes up is frequency: how often should the furniture be cleaned as discussed earlier. Obviously, this is very dependent on how often the furniture is used. During busier times of the year, once a week is typically recommended. Less during slower periods.

However, if installed around an indoor pool, the furniture should be cleaned at least once per week. The humidity, as we have discussed, increases the chances that mold, mildew, and bacteria will develop.

Scott Rozendaal is the Managing Partner for Spillz AUS, a leading cleaning equipment distributor based in Sydney, Australia; he can be reached by email at office@spillz.com.au or his company website, http://www.spillz.com.au/.

Spillz will be an exhibitor at the October 23-24, 2019 ISSA Cleaning & Hygiene Expo 2019 at Stand Number 7 *Trademark Information: No-Touch Cleaning® and OmniFlex™ are both U.S. registered trademarks of Kaivac, Inc.

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PERFECT POOL, common commercial sense MATTHEW WOOSNAM I Poolwerx

A pool and /or spa facility is a blessing for its public appeal and a burden for the responsibilities that go with it. It is important that you have fully trained and qualified maintenance staff caring for your pool at all times under any situation, under any bather load to ensure that your pool is sparkling and healthy.

With the recent announcement and released new swimming pool and spa certification program all pool service maintenance staff will now be able to qualify for a cert III and cert IV in swimming pool and spa maintenance service. This is a national qualification which is aimed to lift the quality and standard of care of swimming pools. Make sure those who are looking after your swimming pools are qualified.

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y preventing water balance problems from occurring, regularly servicing equipment and achieving an equilibrium that typically requires fewer consumables to maintain. You will be able to contain cost at relatively predictable levels helping prevent disastrous surprises and to also reduce your own labour requirements.

Whatever the size of your operation, it is important that you consider your own complexes individual circumstances and needs. You should consider on an annual basis the following...

1. I nternal audit – Have a full and complete assessment of your pools current condition, suitability and state of equipment, maintenance regime, staff induction and training procedures, and recording of status and procedures completed. As each state now has varying legislation and guidelines, it is important you make sure that these audits are in line and cover the requirements of these.

Have you thought about an energy audit of your pool equipment and how much you can save by upgrading your pool pumps to energy efficient models?

2. Pool Management Planning – It is important that you have a current pool and spa management program and identify any omissions or weaknesses in regard to the operation of your pool and plant equipment.

3. E quipment and software – Pool and spa water testing can only be carried out using photometric, colourmetric and spin testing equipment. These can now also be linked via computer software programs which will automatically provide you with a far more accurate analysis of the results and also provide safe handling methods for applying the chemicals to the pool

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or spa. These reports can also be saved as a register of your testing and results for local authorities should they wish to inspect them at any time.

4. Training – With the recent evacuation late last year of a well known Sydney hotel, where by staff and guests were overcome by chemical fumes due to chlorine and acid being mistakenly mixed. This caused dangerous gases to enter the hotels air conditioning system, putting many people in danger and some were hospitalised. It is a timely reminder that all your staff are fully trained in the safe handling of dangerous chemicals involved in swimming pool maintenance. PoolWerx can assist in this area and often run Commercial Pool and Spa Operator Training (CPO) courses and can also assist with further onsite training. The following training is important for your hotel: »» Chemical supply and handling »» Log Books »» Inspection Reports – Australian Standards Best Practice »» Pool Management Planning – Contingency Plans »» OH&S Compliance »» Water Testing »» Pool Hygiene and Cleaning »» Water Treatment and Balance

motel owners Journal THE AUSTRALIAN

DUTY OF CARE – NO ONE WISHES TO OPERATE A POOL WHICH IS UNHEALTHY OR UNSAFE

»» How confident are you that your equipment is still performing at the optimum level?

Most pool operators do their level best – and beyond the occasional hiccup that appears to be adequate. Do you have a maintenance routine, pool rules, the requisite safety signage, first aid kit and so on?

»» Have bather loads changed over time?

However, the reality is that given the increasing complexity of regulations governing the operation of commercial pools, your facilities might not pass a government inspection, or your pool management measures may not stand up in a court of law should an incident occur.

Regulations vary by state and local council tend to change frequently – and the whole area is filled with shades of grey, virtually impossible for anyone but a specialist to decipher.

Whatever their good intentions, most operators unwittingly risk fines, orders, shut downs, and litigation by uses injured or made ill.

In essence this is an implication that management will act responsible and with all due care, to make sure the pool, spa, water falls or fountains, does not represent a danger to those likely to bath in it or drink the water. More importantly they must be able to demonstrate that they have records and monitoring systems, which show that correct procedures and tests were carried out regularly.

COMMON ISSUES OF OPERATORS A number of misunderstandings tend to surround management of commercial pools.

A large part of the reason is the changes in regulation have outpaced dissemination of information, and what was current yesterday may be out-dated today.

ARE THE REGULATIONS CLEAR? Many of the states and council regulations involve words and phrases like should or is recommended, suggesting operator discretion is permissible.

For example, it is not compulsory to have a formal pool and spa management plan put into writing, communicated to relevant staff, and readily on hand in case of an incident. However, it is universally regarded as reasonable and prudent to do so. In other words, you don’t have to have a formal plan, but you are vulnerable if you don’t.

HAVING THE RIGHT GEAR In every state, regulations dictate that your pools and spa equipment must be capable of handling peak bather loads in any conditions any time of year. Some guidelines/legislation is provided however there are still potential issues here:

»» Is equipment becoming tired? »» Replacing one piece of equipment, even above specification can reduce the efficiency of the system as a whole if it is not fully compatible. »» Have you renewed equipment without attending to the pipes?

HOW DO YOU STAY UP TO DATE? Google your local government sites and download current regulations/legislation which will provide current and up to date information. Or contact your local PoolWerx owner to assist in this area.

WATER TESTING Test strips and 4 in 1 test kits are not regarded as acceptable analytical systems for commercial pools. Commercial pool testing must be photometric, or colourmetric. Even the smallest pool is expected to be tested at least a minimum of twice a day. Large pools with heavy bather pools may be expected to be tested hourly.

MICROBIOLOGICAL TESTING It is not well known that commercial pools must be microbiologically tested on a regular basis by an approved National Association of Testing Authorities Laboratory. PoolWerx can arrange regular microbiological testing for you.

INSURANCE If you check your public liability policy you are likely to find a standard condition along the lines that “You shall comply with, all laws, by laws, regulations and recognised standards for the safety of persons or property and maintain all premises, fittings, plant and equipment in sound condition”.

In this case, if you are not fully compliant at any point of time, your insurance might be compromised.

100% PROOF It is vital to be able to produce comprehensive evidence of care including hard copy log books, or computer records. Or even greater value is evidence that an expert 3rd party has been retained to oversee your swimming pools and spas.

For more information visit: www.poolwerx.com.au We would like to thank Matthew Woosnam for updating this article for us. A similar article was run some 5 years ago, however the information contained with in is as important now if not more so as it was then.

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Water Hygiene in Pools and Spas WATERLILLY AUSTRALIA PTY LTD

M

odern 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. A brief explanation into the significance of the most important verification methods is presented below:

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.

Free chlorine 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 a photometer instrument.

Combined chlorine

Alkalinity

With the chemical reaction of free chlorine with organic 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.

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).

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.

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),

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Oxidation and Reduction Potential (ORP) Oxidation-reduction potential (ORP, redox) measures the rate of oxidative disinfection caused by the addition of the effects of all oxidants in the pool water. The unit of measurement of ORP is millivolts (mV). The ORP is the potential of a disinfectant to do its work of inactivating micro-organisms and oxidising organic materials. The higher the millivolt reading, the more powerfully the swimming pool water is able to oxidise and disinfect. ORP is an indicator of micro-organism inactivation and swimming pools,

motel owners Journal THE AUSTRALIAN

LINKING UP WITH THE

an ORP of 700 to 720 mV allows for both a quick disinfection and for breakpoint chlorination (destruction of chloramines) where conditions permit. ORP should be checked against manual free and total chlorine measurement daily and the probes and other equipment must be regularly maintained in accordance with the manufacturerâ&#x20AC;&#x2122;s specification.

LovibondÂŽ PM 630

Total Dissolved Solids (TDS) TDS or Total Dissolved Solids is the measure of the total of all the soluble substances dissolved in the water. It is usually measured by assessing the electrical conductivity of the pool water. For regular fresh water swimming pools, the maximum recommended TDS level is 1,500 ppm. Values above this can lead to problems such as cloudy pool water, staining of the pool surfaces, scaling, hard water and a salty taste. TDS values of up to 4,000 ppm and more have been noted in some well-balanced pool water so the individual levels of total alkalinity, hardness, conditioner, pH and metals should be considered along with the general state of the pool and its chemical demand. The TDS value should be used as an indicator of the volume of soluble particles in the pool relative to that of the fill water used.

Water Testing â&#x20AC;&#x201C; Selecting the Right Instrument Those who run a professional swimming pool or spa know how important good and accurate testing of the water is.

Good measurement and control of the quality of the water are essential not only to the waterâ&#x20AC;&#x2122;s appearance. More importantly it plays an essential role in the consideration of bather comfort and safety. Regular and careful analysis also helps in the control of chemicals, keeping costs down, and the protection of the plant / pool and its equipment.

There are several options out there for water analysis equipment.

First and foremost, none of the options is wrong. However, some are more appropriate to specific application. Therefore, before selecting which system to use and before embarking on the testing itself, it is important to consider the options available and select the method most suited to your needs.

At very least, the following considerations should be taken into account:

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 Using the free LovibondÂŽ App, AquaLXÂŽ, 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!

Free download available for Android and iOS.

 The tests you need to carry out â&#x20AC;&#x201C; which parameters are you looking to measure? At the lowest level, Chlorine (or Bromine for Spas), pH values and Alkalinity are typical.  The accuracy required to meet operating procedures. This is of particular importance for pools / spas utilised by the public.  Do the results need to be recorded for potential audits? This is of particular importance for pools / spas utilised by the public.  Where the tests will be carried out?  Who will be doing the testing?

Once a response to these questions has been found, you will

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probably be faced with one of the two following alternatives: a visual comparator or an electronic photometer based system.

Each method has its own respective advantages and disadvantages.

Photometers Photometers are electronic instruments designed to measure parameters via the colorimetric principle.

The units give a direct, accurate digital reading of the test being carried out - clearly displayed on the screen.

This removes any potential subjectivity being imposed on the reading. They are easy to use and can be operated in any lighting conditions.

Most photometers can also be battery operated so still appropriate for in situ use.

Results to be transferred to either a printer or, alternatively, to a PC where they can be stored for review or historic reporting.

This is beneficial to any facility where water quality might be subjected to audits.

Being electronic, however, does mean the instruments do need to be well maintained, kept clean and regularly calibrated. Check Standards are now available to help verify the instrument’s calibration.

Comparators Comparators are visual instruments that use a series of discs with continuous colour scales to take a measurement.

These easy-to-use colour match systems are economical, consistent and enable reliable testing. Typically, the systems are colour-stable, made of non-fade glass and ensure consistent results

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over many years without the need for recalibration. However there are some disadvantages. The readings are, by their nature, subjective and can be affected by a number of external influences. Comparators should be used in natural daylight so additional lighting systems may be needed. They rely on an individual’s ability for colour matching. Finally, although readings can be recorded, they must be noted by hand.

There is no ability to print or store the results electronically.

Most importantly, if you operate a public pool you need to test with instruments that adhere to local council or health department guidelines. Often the minimum requirement is a Photometer instrument.

Complete water analysis 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.waterlilly@ gmail.com or call 02 9798 9975.

motel owners Journal THE AUSTRALIAN

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Product News

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Show Bag Amenity bags enhance the hotel-brand experience.

Newspaper satchels keep everyone’s fingers clean and like hairdryer, laundry, pillow and blanket bags, come in a range of materials including bespoke colours and branding.

Bags keep a room neat, ensure blankets and pillows are clean and dust free as well as reducing housekeeping time.

There has been an evolution in branding the guest experience. This is due to the blurring of lines between business and leisure travel giving rise to the new concept of bleisure. Today’s guests expect accommodation to be transformative and show bags underpin deeper connections to the tactile part of the in-room experience.

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Hotels are adding more and more products to the guest room experience and amenity bags are where design meets function.

Guests actually use the products in the reusable bags, so it becomes more important that the bags themselves evoke quality.

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motel owners Journal THE AUSTRALIAN

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