Motel Owners' Journal

mo

PP 324494/00039

T H E AU S T R A L I A N

Motel Owners’ Journal

Volume 13 No. 2

mo 21

contents

16

9 3

Message from the Publisher

21

Casting a wide net for revenue

52

Infection control in cleaning: A training perspective

5

Message from the Minister of Tourism

24

Maximising your revenue just got easy

56

Product news

7

“Guest’s are now moving to BYO. What impact does this have on your guest room offering?”

29

Profile

33

Which cleaning method is best for my carpet?

37

Deep clean your motel with the power of steam

9

Top properties win with new star ratings

13

Search engines

16

Green cleaning: the basics

19

Electronic locks & digital safes: what you may not know

41

Thinking management

45

The evolution of a property

50

Mould

mo

T H E AU ST R A L I A N

Motel Owners’ Journal

Volume 13 No. 2

PP 324494/00039

MO 13_2_Cover.indd 1

26/11/12 9:48 AM

Front Cover: Beagle Motor Inn, Katherine, NT.

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

mo PO Box 735, Belgrave, VIC 3160

www.adbourne.com

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

mo |

Vol 13 No. 2 |

1

Message from the

Publisher Hello and welcome to the last issue of 2012.

It is hard to believe another Christmas is just a few weeks away.

For me and most others its soon time to relax with a couple of weeks off work, for you it’s one of, if not the busiest time of year, hopefully with all rooms fully booked over the festive season.

Recently while overseas I stayed at a fairly large hotel, unfortunately there was a little pandemonium when staff whom were simply doing their job were being threatened by a couple of very aggressive guests. Thankfully security were quickly on the scene and a nasty situation was soon controlled.

Having seen something blow up so quickly and with the very busy silly season upon us, it’s probably a good time to remind everyone that no matter whether your Motel is large or small to make sure you and all staff are up to date with emergency evacuation and other emergency procedures, dealing with so many guests everyday you never know when a problem may arise, be it an assault, fire or something else, so be prepared.

On a lighter note, we would like to thank everyone whom has contributed to the editoral in this issue and taken the time to write for us. Next year we plan to make changes to this magazine which you will see when the first issue comes out around May. Finally we do wish everyone a very happy Christmas and New Year.

Till then, say safe,

Regards Neil Muir

View The Motel Owners’ Journal online now!

Visit www.adbourne.com and click on The Motel Owners’ Journal

mo mo |

Vol 13 No. 2 |

3

LED TVs FROM JUST $270 +GST Screen sizes available in 22", 26”, 32”, 40”, 42”, 47” and 55”

With a complete suite of energy efficient Hotel LED LCD TVs, Philips has you covered. From the most advanced interactive television and premium hotel features to great value standalone Hotel TVs, Philips offers the best viewing experience and cost efficient solutions. Call today for further information.

Message from the

Minister for Tourism M

otel owners and operators are an integral part of the Australian tourism landscape, particularly in regional areas where almost 50 cents in every tourism dollar is spent.

To achieve the Tourism 2020 goal to double total overnight visitor expenditure to $140 billion by 2020, new investment in existing accommodation, infrastructure and experiences is critical.

With this in mind, earlier this month I was pleased to announce the Australian Government’s Tourism Investment Regional Development Fund (TIRF). TIRF will provide $48.5 million of funding over four years to assist regional businesses cater for domestic and international visitors. The program is now open for applications.

Under a competitive merit based program, TIRF will grant between $50,000 to $250,000 (GST exclusive) on a matched funding basis to regional tourism businesses looking to improve the quality of their accommodation and experiences. Applications close on 14 December 2012.

The TIRF program builds on the Government’s T-QUAL Grants program which has delivered over $20 million in grants to tourism operators; Australia’s first national tourism accreditation scheme, the T-QUAL Tick; and the Enterprise Connect National Tourism Industry Network program, which is helping tourism operators around the

country strengthen their businesses through free business reviews and advice.

The Government’s investment in tourism accommodation, infrastructure and experiences comes at a time when the Australian tourism market is experiencing a healthy rebound.

Tourism Research Australia’s recent State of the Industry 2012 report, which details progress towards Tourism 2020 initiatives, indicated total spending by domestic and international visitors increased eight per cent to $95 billion for the 12 months ending 30 June 2012. This is the strongest annual growth rate in a decade.

It is also pleasing to see domestic tourism, which comprises around three quarters of total visitor expenditure, record its best year for expenditure since the National Visitor Survey began in 1998. This is promising considering the recent challenges in international tourism with the high Australian dollar and poor economic conditions in parts of Europe and North America.

I want to see these positive trends continue, particularly as Asia’s rapid economic and social development provides opportunities for long term positive growth. I encourage all Motel Owners Magazine readers to work with, and support the Australian Government’s Tourism 2020 initiative so we can all realise the great potential of the Australian tourism industry in the coming years.

mo |

Vol 13 No. 2 |

5

“Guest’s are now moving to BYO. What impact does this have on your guest room offering?”

By Brendon Granger

W

e are all familiar with the term “BYO” (Bring Your Own) which emerged in the 1970’s in relation to restaurants and meant that you could bring your own alcohol. Guests are now taking this a step further and two new acronyms have emerged; BYOD (Bring Your Own Device) and BYOC (Bring Your Own Content). As a larger and larger percentage of the population now own some kind of smart device (Phone or Tablet) it’s only logical that they will bring it with them when they come to stay at your property. More importantly, they expect to be able to use their device at your property as they do at home. This is where the challenge lies and below we will look at some of the issues that this BYOD and BYOC revolution are creating.

Whilst on the topic on acronyms, lets introduce another; FAQ – Frequently Asked Questions. Here are the top FAQs that I address on a daily basis when it comes to the implications of BYOD or BYOC.

Wireless Why Are More Of My Guests Demanding Wireless?

The portable devices that your guests are bringing are dependent on wireless for Internet connectivity as they don’t have an Ethernet port. This means that there is a greater demand for wireless at your property. It also means a greater demand for property wide wireless. Guests now expect wireless to be available everywhere on your property, in the guest rooms,

restaurants and also areas such as by the pool.

Why Are Guests Complaining About My Wireless Coverage?

Wireless antennas on tablets and smart phones are weaker than those on laptops.

This may mean that your existing wireless infrastructure (which was probably designed to support laptops) does not provide adequate coverage for portable devices.

As a result, guests may not be able to access the wireless from certain locations; this is what we call a ‘black spot’. Generally additional Wireless Access Points need to be added to the network to address this.

Internet Access Why Has My Bandwidth Consumption Grown So Much?

Tablets (iPads/ Samsung Galaxy etc) are having and impact on the demand for bandwidth as they are very video centric devices, and video content uses a lot more bandwidth that text based content such as email. As a result, motels have seen bandwidth consumption by guests double year-on-year over the last couple of years. This trend is not only likely to continue but we will probably see bandwidth requirements accelerate even faster.

mo |

Vol 13 No. 2 |

7

Why Are My Guests Complaining About Our Internet Service?

Guests are now checking in with multiple devices. 40% of guests have 2 or more Wi-Fi devices and 25% have 3 or more Wi-Fi devices. This has two implications; firstly greater bandwidth is required and secondly, your Internet service needs to allow for guests to connect multiple devices simultaneously. Many guest Internet services I have seen only allow you to connect one device per subscription. If this is the case, you will probably face quite a few complaints.

In addition, when it comes to the quality of the Internet service you provide to your guests, they expect it to be just as good as they have at home, if not better, and if they have a bad experience they may not return to your property.

So both factors – more devices per guest, and the increased demand for bandwidth due the video-centric nature of what they access has put a lot of pressure on your available bandwidth.

Should Internet Access Be Free?

This is a whole topic in its own right.

However, in my opinion with the increasing demand for more bandwidth along with demand for better wireless coverage it is going to be difficult for motels to provide an unlimited Internet service for free.

Instead, I believe that a tiered service will be the most common way forward for guest Internet access.

Under a tiered solution there could be an entry level service for free or at a very nominal fee which is mainly for emails and web browsing, and then a higher level offer which is user pays. There could even be a couple of levels of service that provide differing levels of bandwidth / download and allow for more devices to be simultaneously connected.

By example, a business traveller may need to access emails and do a little web research – they would select a service offering at the lower end of the scale.

Another business traveller may have 3 devices; a laptop, an iPad, a Smartphone, they may want all three of them connected.

In addition, this person may be doing some video conferencing which is bandwidth intensive so they would choose a plan at the higher end of the tiered structure which is appropriate to meet their requirements.

8|

Vol 13 No. 2 |

mo

How do I Offer a Tiered Internet Access Service?

If you are offering a tiered service, I believe it is imperative that your bandwidth be segregated or compartmentalised so that those guests that are paying for the better service actually get it. To give you an example, let’s say you have a 6Mb connection into your property so via the server that provides guest Internet you may allocate 1Mb to the Free Service, 2Mb to the first tier chargeable service and 3Mb to the second tier chargeable service. This will ensure that those paying for the Premium Service receive a premium service and those that have the lower end service receive that and cannot impact on the Premium Service offering.

Power Outlets How Many Power Outlets should I Provide?

Of course, the other impact that all of these devices is bringing with them is an increased demand for power outlets, all of these devices need to be charged. I believe that there should be at least two free power outlets beside the bed for the guest and up to four at the desk. Ideally these are at ‘desk height’ so guests aren’t crawling around on the floor.

Are All Power Outlets the Same?

No, there are useful and useless power outlets. These days, power outlets need to be ‘transformer friendly’, basically spaced apart from one another and not against skirting boards or desks. As a good example, I was at a property recently, they had done a wonderful job in refurbishing the rooms. They had four power outlets available at the desk for the guest, however they were installed too close to the desk and you couldn’t fit your iPhone charger into the power socket and use it.

There are now also power points with additional USB sockets built into them that will overcome that problem. Given that USB charging is becoming the default standard these power sockets make perfect sense.

Connectivity To The TV Why Do Guests Keep Fiddling with my TV? Many guests want to stream or play content that they have on their devices on

the TV which you have so kindly provided.

BYOC (Bring Your Own Content) means that guests may have their own movies, TV shows, music or other items they want to play back. The other option, is they access TV shows they missed etc. via the Internet.

Basically, they want to watch it on a big screen not their phone or tablet so they try to connect their devices to your TV. How Can I Let Guests Connect to my TV? The key thing here is to make sure they can easily connect to the TV without damaging it or impacting the next guest to occupy the room. You need to make sure the TV ports are accessible to the guest (on the front or side, not the back).

You also need to consider things like the length of the antenna cable, so that when the guest swivels the TV it will not get ripped out the socket or damage the TV. I have spoken with a number of owners and managers that have had their TVs damaged by guests as they get behind them with the repair cost per TV being between $85 to $100.

What are Connectivity Panels and what do they do?

A Connectivity panel allows guests to plug into the panel and watch what is, say on their laptop or iPad on the In-Room TV. Many properties are now looking at installing a Connectivity Panel simply because they allow the guest to plug their device into it without the need for the guest to tamper with the TV. Connectivity Panels are now available for less than $100.

In Closing What is the Impact of BYOD and BYOC? Increasingly, technology is less about what motels provide and more about accommodating what guests are bringing.

Your guests will arrive at your property and BYOD and BYOC, they will want to use these devices during their stay, just as they do at home and at the office. The key for motels is to provide them with the infrastructure and the bandwidth to achieve this.

For further information please contact Technology 4 Hotels.

Free call: 1300 503 657. Email: Brendon@Technology4Hotels.com.au Web: www.Technology4Hotels.com.au

Top properties win with new STAR Ratings Just over a year since AAA Tourism upgraded its STAR Rating Scheme, properties around Australia are rising to the challenge of meeting travellers’ expectations for quality accommodation.

M

ore than half the 7,000 properties assessed have maintained their Ratings, while many others are taking advantage of the moratorium period to enhance their quality levels based on feedback from assessors. Many are finding it will need only a small investment to retain their Ratings and meet the expectations of today’s discerning travellers.

Significantly, some properties have actually received higher Ratings. With the enhanced focus on quality and cleanliness, a number of properties have managed to earn an extra half-STAR.

“Just keep on it” When it comes to maintaining a STAR Rating, Best Western PLUS All Settlers Motor Inn at Tamworth has the runs on the board, with a consistent 4½ STAR Rating and a slew of awards as well.

mo |

Vol 13 No. 2 |

9

Manager Greg Johnstone puts it down to a simple motto: “You just keep on it.”

whole property, ensuring everything goes smoothly.

Since Greg’s parents, Terry and Judy, built the place in September 1993, they have maintained a standard many properties would envy. For the past three years, All Settlers has been in Best Western’s top two properties in its category. It has also maintained its 4½ STAR Rating without wavering – but it’s not without effort.

Greg is quick to confirm that little things count as much as big ones. “You don’t necessarily have to do a hard refurb – the daily housekeeping is a major component,” he said. “All our cleaning is doublechecked by our housekeeping supervisor – my mother – to be sure it’s just right. We also do extra cleaning from time to time, and as maintenance issues occur, we fix them right away.”

“We have an attitude that if something needs doing, you just do it,” Greg said.

“Before a guest notices that a TV or a bed needs replacing, we’ve already done it. You have to have a schedule, both for major and minor work.”

Because of its modest size, with 33 modern units, significant work tends to be done in a rolling program of two rooms at a time. For a major refurb, such as a recent rebuild of the bathrooms, the program can run for several weeks to do the

Classic quality A classic case of modest accommodation doing itself proud with quality is Coconut Palms on The Bay, one of three upgraded properties in the Hervey Bay area. Coconut Palms is up from 3½ STAR to 4 STAR, and the Silver Sands Apartments Hervey Bay and Tiaro Tourist Stopover are both up from 3 STAR to 3½ STAR. Nigel Stretton of Coconut Palms said the upgrade reflected quality touches such as king sized beds

and latex mattresses, flat screen TVs and quality furniture imported from Indonesia.

“We’re pleased that the new STAR Rating system rewards the extra effort we have put in,” he said.

Central Victoria is also well represented, with Quality Inn Heritage on Lydiard in Ballarat up from 4 STAR to 4½ STAR, and Peel Cottage in Ballarat and Tea House Motor Inn in Bendigo both up from 3½ STAR to 4 STAR.

Areas for improvement Meanwhile, AAA Tourism has identified the main areas needing improvement in Motels. Topping the list for areas most commonly needing improvement are beds and bedding, toilet areas and shower or bath. Combined, they account for more than 15 per cent of the total Quality and Condition score, which presents major opportunities for properties to improve their STAR Ratings by making improvements in these areas. ■

Earning STARS the easy way It’s always a ch chal alle leng n e keeping up with h tr tren ends ds to en ensure you deliver the level of guest comfort th that at people expec ct – bu butt there are so some surrpr pris isin ingl gly y ea easy s ways to meet the challenge.

AAA Tourism’ m’s s Qu Qual ality Assessin ng Coorrdi dina nato torr Ly Lyn n Ke K nnedy and experienced Quality Assessin ng Consultant Jan anet et O’Briien have a wealth th of su sugg gges esti t ons to help maintain your STAR Rating and d ke keep ep your guests ha happ ppy y to t o.

“Guest comfort rt is th the key, so th hink abou ou ut li litt tttle e thi hing n s that can make a guest more comfortab ble e,” the hey y advise. “You u may not be re ead ady y to addre r ss maj re ajor or ite t ms such as paint or furniture or carpet, but the here re is a lot you can do st s raig ghtt away.”

Their top ti tips ps s are e: 1. Upg grade de the he qua u lity y of yo your u towells – bi big, g, thi hick ck towels always make a good imp m ressio on. Eit ithe he er b y ne bu ew towe towe w ls or hi hire re e qua u li lity ty lau aund nder ered ed tow owel e s from a linen service. If you alrea ady use s a lin inen en s rvice, req se eque uest upg gra r de ded d to towe we els ls,, or o con onsi side si derr a different service. de 2. Offer better pillows – yo you u mi migh ghtt no nott be able to aff ffor ord d ne new w be beds ds and mat attresse t es, s but u a goo ood d pi pill llow ow can help deliv iver er a goo ood d ni nigh ght’ t’s s sl slee e p. Quality pillows will also usu sual ally ly las ast lo long nger er, so the h y may y well we ll cos ostt le less ss in th the e lo long ger run.

3. Attend to you ur be beds dsid i e lighting – it’s easy to have a lamp for ea e ch sle leep epin ing po posi siti tion on – jus u t go out and buy some. They need not be expensive, as many stores offferr per erfe fectly goo ood d la lamp mps s fo for very little money. While you’re at it, add a desk lamp for extra gu ues estt co conv nvenienc ce.

Lyn, Janet and their colleagues point out that delivering affo ord rdab able le e guest comfort willl al alwa ways ys hel ep maximise your score in your next STAR Rating assessment as well.

10 |

Vol 13 No. 2 |

mo

12 |

Vol 13 No. 2 |

mo

Search Engines

BY GARY BERMAN

How can you get your property appearing in the best place in a search engines like Google for example? The answer is more complicated and costly than you might think.

A

Search Engine is defined as “A programme that searches websites for specified keywords and returns a list of the websites where the keywords were found”.

You might think that it’s as simple as having the relevant key words such as “accommodation”, “Sydney”, “deal” etc. in the title of your website or business name. This would be great, you could call your property the “Sydney Best Deal Accommodation Motel” and all searches would come directly to your site and you can rest easy with a full property every night.

As you know it’s not that easy.

There are a number of ways of improving search results but unfortunately most of them are expensive. These include: a Pay per Click (ppc) campaign, engaging an external company who specialises in online search to run a campaign for you or optimising your own website. You might even do a combination of all of the above dependant on your budget.

Pay per click involves buying key words relevant to your business.

Google ad words allow you to buy these key words for a period and have them pointed to your website. For example if you buy the words “best motel deals”, every time these or a combination of these are searched for, your site will come up on top of the first page under the advertised or sponsored section.

Sounds great and very simple, but yes there is a catch which is the cost and it’s not called Pay per Click for nothing.

What happens is that you don’t actually pay a fixed price for the words you require but it’s more like an auction process where the best words are the most expensive and you need to compete with the big players to get them. Every time a potential customer clicks on your key word, you pay the going price which could be as high as $5.00 or more every time they click on it. Think about it, they do not have to make a booking but just search on these words and you pay the ppc rate.

This knocks many of the smaller players out of this market and this where the benefit of optimising your site and other methods are the best chance you have.

Optimising your website, ideally should be done when your site is being built and then updated as often as possible or if not it can be started at any time but may take more work.

Optimising your site involves amongst other things, placing key words in your title pages and other areas of your site which can be recognised by Google. These should accurately reflect the business that you are in, your location which should involve Google maps, anything interesting in your area such as tourist attractions or events and anything else relevant to your particular business.

The more you can update this information with new events or new pages etc. and keeping it relevant and topical to your property or the area the better the chances of appearing higher in organic search, which is the best kind as it is the search that you don’t pay for.

The better you do this and the more traffic coming to your site will improve you ranking and ensure it continues to appear higher in the search. Google constantly looks for updates and if you do not update your site on a regular basis your listing will drift back in the search pages as it will lose its relevance.

Your website will be recognised by Google as soon as it is launched and be visible on search engines within a few days but in order to have any chance of appearing in the first 4 to 5 search pages which is the maximum pages the average customer will look at, optimisation is needed.

In the accommodation space which is very competitive the big players spend literally millions of dollars a year on key words, and the system used is similar to a bidding process where the more popular the word the more expensive it is.

There are specialised marketing companies that can run a search campaign for you and a good way of seeing how good they are is to see if they come up on top of the search page when you type in “Search Engine Marketing”. Try it..

Whether your site is optimised or you engage a company to do it for you, it’s a long process to get your site consistently appearing on the front pages as key words need to be in the forefront of Google for a period and your site needs to be searched for to keep it relevant and in the best spot.

Ideally the more key words you have built into your site helps the process and if you have a niche word that relates to your property that the broader market do not use, such as your region, something you specialise in, an activity you provide etc., your chances of standing out and achieving better search results are improved. It would also assist in buying those particular key words as they will not be as expensive as the more common terms. ■

mo |

Vol 13 No. 2 |

13

14 |

Vol 13 No. 2 |

mo

mo |

Vol 13 No. 2 |

15

GREEN CLEANING The Basics

By MARSLIE SMITS | Rubbedin Pty Ltd

W

that it’s safe? If you want to choose a product that is friendly to you and the environment, it’s important to know what these words actually mean.

Sales of natural cleaning products have surged in the past few years as we become more aware of the dangers of harsh chemicals, not only to the environment but to our health too.

And the “environment” refers not only to our external environment such as land, waterways and air, it’s our internal environment too; our homes, our offices, our hotels and motels.

Simply put “biodegradable” refers to how readily something is decomposed in the environment. There is a standardised test that is used to determine whether or not a chemical is biodegradable.

However, biodegradability really has little to do with whether or not something is toxic. Just because something breaks down quickly in the environment does not necessarily mean that it is not toxic to the external environment or a safer option to use in our homes or businesses.

hen it comes to green cleaning it’s really just a set of simple choices; adopting habits and using products that are going to have a positive impact on the environment.

These concerns have prompted many consumers to push for safer alternatives to cleaning products. But identifying environmentally safe cleaners can be challenging for consumers.

In 2010 an environmental consulting firm TerraChoice Group produced a report called “The Sins of Greenwashing.” In it the group found more than 95 percent of so-called green consumer products had committed at least one “greenwashing sin,” like making an environmental claim that may be truthful but unimportant.

What does “non-toxic,” “natural,” and “biodegradable” mean; and if something is non-toxic, biodegradable, or natural, does it mean

16 |

Vol 13 No. 2 |

mo

“Natural” means that it’s not artificial or manufactured. It has little or nothing to do with whether or not something is toxic. There are many things that are natural that are very toxic, e.g. cyanide and arsenic which are found in some fruit seeds. Natural also has nothing to do with whether or not something is biodegradable.

Metals are all found in nature, and none of these are very biodegradable. However “natural”, when it comes to things like cleaning chemicals, can offer you information as to what the ingredients are derived from and whether or not they could be harmful to you or the environment. When ingredients are listed, choose products made with plant-based, instead of petroleumbased, ingredients.

“Non-toxic” is a bit of a misnomer. Just about everything can be toxic if you eat, drink, absorb or breathe enough of it. However, with some chemicals, the amount it would take to harm you is so great that it is essentially non-toxic.

Therefore, if you’re looking for something that is less harmful to you, you’ll want something that says that it is non-toxic. There is a caveat here, however. Just because something is non-toxic to humans, does not mean that it is non-toxic to other creatures. The multi-purpose cleaner that you might be able to drink without any real effect might kill the fish in the stream.

Even if a cleaning product proclaims itself “green,” “natural” or “biodegradable,” that doesn’t necessarily mean its better for the environment. Let’s look at D-Limonene, commonly known as orange oil. Its natural (derived from orange peel) and biodegradable.

Is it safe to use? How green is it? Is it non toxic? Orange oil is a known sensitizer and can

trigger respiratory distress when the vapours are inhaled by some sensitive individuals.

It is classed by the NOHSC as an eye and skin irritant. It can also be toxic to aquatic organisms and may cause long term adverse effects in the aquatic environment. In Europe, products containing D-Limonene are classified as marine pollutants and carry a symbol of a dead tree and a dead fish to identify its environmental toxicity. And these European labelling regulations will be adopted in Australia in the future.

Our external environment is not the only thing that can fall victim to cleaning products’ acrid ingredients. Traditional cleaners often contain harsh chemicals that can be harmful to our health too. Health effects associated with some cleaning products include cancers, hormone disruption, asthma, contact dermatitis, burns to the skin and eyes and inflammation or fluid in the lungs.

mo |

Vol 13 No. 2 |

17

No one can avoid exposure to chemicals altogether, but it is possible to reduce it significantly by limiting the amount of exposure to chemicals and avoiding the nasties. Green cleaning is good, but green cleaning and safe is even better. Here are some of the worst toxic offenders commonly found in traditional cleaning products: Ammonia: A common ingredient in window cleaners and a powerful irritant that can also create a poisonous gas if it’s mixed with bleach.

and petroleum-based chemicals which can release VOCs making indoor air toxic. These contaminants may persist indoors long after using a product.

Phosphates: These are naturally occurring minerals used in automatic dishwashing detergents as a water softener.

When released back into the environment, phosphates can cause algae blooms in lakes and ponds that kill aquatic life.

Look for phosphate-free dishwashing detergents.

Sodium Hydroxide: Found in oven cleaners and extremely corrosive: If it touches your skin or gets in your eyes, it can cause severe burns. Routes of exposure are skin contact and inhalation. Inhaling sodium hydroxide can cause a sore throat that lasts for days.

Being green is easier once you know what you are looking out for. For your hotel or motel, going green means a more comfortable place for your employees to work and for your guests to stay. For the environment it means improved air and water quality, reduced solid waste and natural resource conversation. When considering the purchase of green cleaning products, choose those that are packaged responsibly.

Consciously purchasing biodegradable and natural cleaning products will help minimize the impact of hazardous chemicals on health and the environment. Don’t forget that motels/hotels that go green in their cleaning operations will have a much larger effect than a single household moving to green cleaning. ■

Volatile Organic Compounds (VOCs): Some cleaning products may contain dangerous ingredients such as organic solvents

For information on Rubbedin and its products visit www.rubbedin.com.au

Chlorine-Bleach: Found in many traditional bathroom cleaners, scouring powders, toilet bowl cleaners, mildew removers and laundry whiteners. The health risks from chlorine can be acute, and they can be chronic; it’s a respiratory irritant at an acute level.

18 |

Vol 13 No. 2 |

mo

ELECTRONIC LOCKS & DIGITAL SAFES WHAT YOU MAY NOT KNOW

By Craig Levey

F

or a long time electronic security and all associated benefits have largely been reserved for the high end of town. This has been for a number of reasons, with the most obvious being cost and accessibility as a lot of smaller properties are located in regional areas where installation and servicing could be perceived as an issue.

As large scale manufacturing of modern technologies increases, these technologies can be delivered to market at a more accessible price point. This allows them to be accessed by more of the industry looking to benefit from what these systems have to offer. Most of these products are easily serviceable requiring basic hand tools and knowledge, anything outside this can be returned to the supplier for repairs and a spare electronic lock onsite fit in its place installed the same way as any mechanical lock would be, only difference is a minute or two to program the spare lock and you are back in business, no calling a locksmith…

The two main physical electronic security options are: • Electronic locking systems • Digital safes

Electronic Locking Systems Electronic locks were originally designed to remove problems associated with traditional mechanical locks and keys when being used on accommodation properties. Some of these issues include the number of keys in circulation. Do you know how many of your room keys are out there? If not what would be the outcome if

a previous customer revisited a room with their existing key and removed your current guests valuables?

An electronic locking system has the ability to generate guest cards allowing restricted access to areas within the property as well as being time and date limited so after a predetermined time the guest card becomes invalid, meaning it no longer has access to the room. There are also management and staff level cards which allow different permissions relating to the staff members position and what areas that staff member needs access to within the property. For example, your cleaner has access to all rooms but doesn’t require access to the main office, while the manager has complete property access at all times. These permissions are available to be set and changed as required by management.

It is this flexibility that an electronic locking system allows offering more security and control for the property owner as staff come and go. As too many properties are aware, unfortunately not all staff have your best interests at heart. An in-built audit trail feature is included in the software allowing management to interrogate any lock at any time and produce a lock audit report.

The report shows who used the lock and at what time and date. This feature can be very helpful in resolving disputes allowing management to disprove a fraudulent guest claim, as they can prove to the guest who was the last person to access the lock.

Electronic locks start around $150 and these locks come with most of the same features as locks used by large 5 star hotels. The latest lock technology is RFID,

these locks offer contactless card design which eliminates a lot of issues associated with the previous mag swipe systems that required regular cleaning and maintenance.

Electronic locks are available in either mortise or tubular latch versions. The tubular latch locks are designed to easily swap fit in place of existing knobsets that most smaller properties currently use. A quick and easy installation adds up to cost savings as more locks can be fit in a shorter period of time, reducing installation costs. DIY installations are also available if you are comfortable using software based systems and have basic handyman lock skills. In the majority of cases the door doesn’t require any additional drilling and patching of existing holes as the new lock uses the same fixing holes.

Digital Safes Another option to increase your properties security and offer your guests piece of mind whilst in your care is a digital safe.

Digital safes are a standard inclusion in most hotel guest rooms today as people travel with more gadgets than ever before.

They want to know that they can leave their room and have confidence their belongings are safe and secure.

Digital safes should have certain standard features, these include double motorized locking bolts, 3-6 digit personal user code (set by the user), an audit trail feature listing users with time and date, and a CEU (Computerised Emergency Unit) function which is used by management to override the safe when the customer has forgotten their password as well as provide external battery power and interface between the safe and PC. Another attractive standard

mo |

Vol 13 No. 2 |

19

feature is a backlit keypad to allow easier viewing of the numbered keypad in low light environments. There are also additional features available, including an internal power socket so electronics can be charged whilst in the safe, as well as internal lights and custom colours just to name a few.

The safe should also be secured within the cupboard or another suitable position allowing it to be easily accessible for the guest, you want to encourage usage as this increases protection for your property. If a guest decides not to use the provided digital safe and then has an issue with a valuable going missing, management can rightly argue “Why didn’t you use the provided safe?”

The software is very easy to use and allows different properties to have individual authorisation codes so properties can be assured there digital safes and system will be site specific. No one can bring a CEU from another property and open your safes.

There are many styles of digital safes offering varying keypad designs and colour options, but at the end of the day most digital safes deliver similar benefits to the end user, that being a safe environment to store their valuables whilst travelling. Digital safes are a relatively low cost option to offer added security for your guests with a solid entry level digital safe starting around $120.

Conclusion Security is a measure most of us only consider when it is too late.

A lot of issues experienced by larger properties are similar in scale to those experienced by smaller ones, this is why we are looking to offer an option to this market and educate owners on what is available as a real choice when looking to update their security measures.

If you have any questions (www.lokotel.com.au) are always happy to discuss what products are currently available and if they would benefit your current situation. ■

ELECTRONIC LOCKS and DIGITAL IN-ROOM SAFES Electronic Locks

Stainless steel panel, handle & latch offering performance & durability

$150

from logy ID techno Latest RF sing u ill st u Are yo al keys? mechanic

Fully featured software No rekeying costs

Finally, electronic locks

No chasing keys if guests leave without handing them in

with everything you need,

Locks can be audited

without the big price tag!

Locks starting at $150

Also see our range of digital safes offering easy installation. Features double motorised locking bolts, 3-6 digit user code, internal carpet, 200 record auditing & CEU function.

www.lokotel.com.au 20 |

Vol 13 No. 2 |

mo

Casting a Wide Net for Revenue 7 KEY STRATEGIES

By Trevor Gardiner | Proprietor | Johnson Road Motel & CEO Centium Software

It is easy for a motelier to fall into the trap and think “I have a website and I’ve listed with some online sales channels – I’m covered online”. However, this is far from the truth and has “missed revenue opportunities” written all over it. The ways motels make revenue has changed significantly over the last few years, and continues to change. Running my own motel, I find it essential to keep up to date with web trends to make sure I am marketing my motel in places that will attract bookings. Who takes a colour ad in the Yellow Pages anymore? It is important to understand, at a broad level, where the market is moving and adjust your marketing strategies accordingly.

I

have listed 7 key strategies you should try and adopt to ensure your motel is casting the widest possible net for revenue. Your customers are out there, you just need to find them.

1. Create an effective website geared to generate sales You don’t need to spend a lot of money on a motel website.

Typically, a website has approximately 10-15 pages and should not cost more than $1,500. You do, however, need to make sure the website is visually appealing (people searching for accommodation spend less than 10 seconds evaluating a website before investigating further or moving on), and the site must be optimised for Search Engines (SEO).

If your website is old and basic, you are doing your motel a great disservice. Make it a priority to get a modern website that promotes your motel properly and will be picked up by search engines.

2. Get a Mobile Website The traffic to motel website by people using smart phones (e.g. iPhones) is increasing significantly each year. Currently,

mo |

Vol 13 No. 2 |

21

page of your website and wait for those commission-free bookings to come in. My motel averages over $15,000 a month in direct commission-free bookings.

4. Sell accommodation in the Facebook world There are over 1 billion Facebook users worldwide and over 50% of adult Australians use Facebook. Whether you use Facebook personally or not, you can’t avoid this massive market.

To exist in the Facebook world, all you need is to create a Facebook site for your business (free) and add an online booking page. It is much easier than most people think. Also, a very effective strategy to generate sales via Facebook is to offer a small discount to Facebook users who vote to “Like” your motel.

a typical motel will get over 25% of all visitors via a mobile phone. To really promote your property, your website should reformat itself to fit a mobile phone screen. This means big buttons, less text and smaller photos, without the need for the user to constantly zoom in and out. A website that automatically reformats for mobile phone users has a much greater chance of securing a booking. If you are getting a new website, the mobile website should be part of the package.

3. Take Commission Free Online Bookings A lot of people visit your website, so make it easy for them to book direct with you by having an easy to use booking page that shows up-to-date inventory on your website. Taking commission free bookings from your own website is an absolute must and is simple to implement. Either your property management system will have a free online booking page you can link to your website, or there is a number of booking button services you can purchase for a fixed monthly fee.

Once you have an online booking page, just get your web developer to add a “Book Now” button on every

22 |

Vol 13 No. 2 |

mo

5. Integrate a Channel Manager to your Property Management SystemChannel Managers (such as ResOnline and SiteMinder) are great services that save motel operators a lot of time by automatically updating each online sales channel (e.g. Wotif and booking.com) whenever rates and inventory change. To really streamline this operation, you should connect your property management system directly to your channel manager. This means that your online inventory is always up-to-date and you never need to remember if you have updated your online sales channels. Motels that do not have a direct connection run the risk of overbookings and lost sales for the periods of time that real inventory is out of sync with online inventory.

At my motel, once we implemented this we saved significant time each day and completely eliminated the overbookings and more importantly the worry whether someone had remembered to update the channel manager.

6. Create Online Promotions Creating online promotions is a great way to fill rooms in quiet times. You need the ability to easily and quickly target past guests and email them a special promotion with a link to ‘Book Now’. Going back to your repeat guests, who are already familiar with your property, is a great way to top up dips in occupancy. Some successful

motels generate tours or special events around quiet times.

7. Take advantage of real-time rate updates One of the greatest benefits of the Internet for motel businesses is the ability to instantly update your room rates across all your online sites.

As occupancy increases, you can take advantage of limited supply and increase your rates. The big boys call this Yield Management.

For motels, where there is no team of analysts to calculate the optimal rates, your property management system should automatically increase your rates when occupancy is up and potentially discount rates slightly when occupancy is down. The system should also automatically cut off your more expensive online sales channels when occupancy is high (no point paying commission on rooms you can sell direct). By constantly tuning and optimising your rates and what online sales channels you appear on, you could potentially add thousands of dollars to your bottom line each year.

If this process is completely automated, is working 24/7 to get you an extra $5 here, and saves $15 commission there; it quickly adds up.

Combining all seven of these strategies is easier than you might think. For motels that want to grow their revenue, these seven steps are a very good start. I have seen these implemented at small and large motels in the cities, tourist areas and country towns. Quite often the effect has been dramatically positive.

If you are not moving forward with technology as the buying patterns of consumers change, you run the risk of your property slowly disappearing off the radar of potential guests. If you are adopting new sales channels such as Facebook, and techniques to automate your revenue optimization, you will be ahead of your competition and position your motel to be very successful moving forward. ■ Trevor Gardiner is a motel proprietor and also the CEO of Centium Software, producers of the award winning GuestPoint® property management system. For more details www.centiumsoftware/guestpoint/intro

Maximising your revenue just got easy

BY CHANTAL MORTIMER

Maximising every opportunity to increase revenue is a time consuming, yet necessary business activity. Every unsold room in your property tonight is lost income, never to be realised. How much lost opportunity do you experience because of time restraints or not having a simple method to manage this automatically?

Y

ield Management is the term used when you maximise your revenue by applying a strategy that takes into account your overall rate management, revenue streams and the distribution channels you use (i.e. own website, Wotif, LastMinute etc…). It’s a term a lot of small property managers are aware of but shy away from implementing because it’s too complex and time consuming to manage.

Did you know that Yield Management has been in use for over fifteen years in the airline industry and large hotel groups and is considered to be a mainstream business practice? With the ability to understand, anticipate and influence your guest’s booking patterns you can maximise your room revenue considerably. This is also known as the ability to ‘sell rooms to the right guest at the right time for the right price’.

The basics of Yield Management for accommodation are: • Having a set number of rooms available to be booked • A time limit to selling the rooms (tonight!) after which they cease to be of value • Knowing that different guests will pay different prices for the same room types Let’s take a look at four simple Yield Management steps that you can apply to increase your revenue.

24 |

Vol 13 No. 2 |

mo

1. In the Short Term range (next 0–3 days): Increase your rates by $10 on days where occupancy is over 90% 2. In the Medium Term range (next 4–10 days): Increase Rates by $5 on days where occupancy is over 80% 3. In the Long Term range (next 11–30 days): Increase Rates by $10 on days where occupancy is over 70%

4. Apply a Stop Sell to all rooms on Online Sales Channels (e.g.

Booking.com) on days where occupancy has reached 80%.

Once you have your strategy worked out, the next challenge is to find time to implement and manage the constantly moving occupancy of your property. That’s where technology comes into play. Automating these processes lets you get on with the business of managing your guests.

Centium Software, the developers of the multi-award winning accommodation management software, GuestPoint® recognised the challenges facing small properties in developing a Yield Management strategy and also finding the time to manage it. RevenueMaximiser™ is the new, easy to use tool that is included in GuestPoint® and constantly monitors your occupancy and adjusts room rates, based on simple rules you create.

You can very easily: • Increase your rates by a fixed amount, or percentage, once you reach a pre-set occupancy • Decrease your rates by a fixed amount, or percentage, if you are below pre-set occupancy • Set the days of the week to adjust rates • Set different increases, decreases and occupancy levels for short, medium and long term date ranges • Turn off specific online channels once occupancy reaches set levels (requires a Channel Manager e.g. Site5Minder, ResOnline or Seekom Channel Manager) • Specify any rates not to be adjusted Putting this into practice, you might decide to increase your rates by $10 once you reach 80% occupancy within the next 5 days and decrease rates by $15 if you have not reached 60% occupancy within the same date range. You might also increase rates by $5 when you reach 70% occupancy between 5 to 15 days out. Additionally, you can remove inventory from specific sales channels, (e.g. Wotif or Booking.com) for any nights when you reach 80% occupancy.

Once you set these rules, RevenueMaximiser™ automatically take care of the details. At any time you can quickly make changes and adjust the strategy for different times of the year when your booking trends alter i.e. Christmas, Easter and school holidays.

Tonight, after your last guest checks in, and you are wrapping up for the day, do a quick calculation of how much lost revenue is sitting in your empty rooms. Am sure you’ll agree that a system that works 24/7 to maximise your revenue will pay for itself very quickly.

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

mo |

Vol 13 No. 2 |

25

How I run my apartments by remote control Interview with Michael Amira Manager in Absentia of Zara Apartments On Kings Way, South Melbourne

Michael, how do you manage your apartments?

We currently advertise on multiple websites such as Wotif, Booking.com, Agoda etc., which drops bookings into our reservation system, which then in turn talks to the kiosk. The guest arrives at the property, come to the kiosk and check in with their surname, mobile number or reservation number. They obtain a key code to their room which can also provide access to other areas of the building.

What is the feedback from your guests?

Very positive! They say how convenient it is not worry about keys. We also often get passing trade in the early hours of the morning, wanting to check in for a quick night stay. They just come to the machine, with or without a website booking to instantly book pending availability, swipe their credit card and access their key code for the room.

How do you administer the system?

The system self manages. If I need access to check or trouble shoot, I dial in access to the server. The great thing about this is our booking system is hosted in the cloud and not here. It communicates with the locks and the actual kiosk so all I do is check the booking was done correctly.

How do you manage without room keys?

I have a master code, which allows access to any room while staff and contractors have different access levels.

The system keeps track of every entry and exit for security purposes. We have a new feature that once the booking expires at 10am the customer’s code is wiped,

26 |

Vol 13 No. 2 |

mo

restricting room or even building access once they leave.

What are your future plans?

We’re already advanced in planning to add more similar remotely managed sites.

Do you feel that your new installation demonstrates an economic revolution for the hospitality industry?

Definitely! There’s far less management costs and it’s also more efficient. Even deliveries, we just give the delivery guy a onetime code to drop off supplies.

Do you think having this system in place is as secure as a regular reception?

I believe better because the building can be locked so you actually require a reservation to get access. We also have surveillance cameras in strategic positions throughout the building that record over a month of footage plus we get a picture when they check in, all remotely monitored by the manager. For guest comfort we do let them know there are surveillance cameras in use.

How do you handle guest who have problems getting in?

If we get a call from guest having difficulty we simply monitor their location and provide them a new code there and then.

Do the customers find the kiosk easy to use?

Yes, we’ve got a range of guests coming through, from older people to younger people. Young people are a breeze at it.

Older people had trouble earlier on, so we fixed that by making the instructions simpler at the kiosk.

What about overseas guests?

We’ve had no issues whatsoever. The system speaks and provides step by step instructions.

How do you compare our keypad locks with card type locks that you’ve looked at earlier?

Not wanting the hassles of card losses and reissues, I believe a keypad is more robust and it’s easier to use. I think a keypad is a million times better plus I have backup codes on hand. I can be at a wedding and just give the user a new code over the phone.

Our new SMS feature allows the kiosk to SMS the code to your mobile.

When you check in, the kiosk will print the receipt, SMS the code to you plus email a copy. You don’t have to supply your mobile number, but if you do you have the option of having the SMS sent to your phone. What do you think of this new feature?

It makes it even more convenient for the guest.

What is the biggest, most important advantage that this system has offered you?

This business runs itself 24/7 without having to employ someone to be here.

As long as electricity, gas and water are available, this place runs.

What do you think you’d be saving in salaries?

Probably around $50,000 to $60,000 a year.

For information pack or further details please contact: Check Inn Systems (03) 9555 5445.

mo Profile Exposing the Beagle Motor Inn to a national audience has been a huge challenge to Manager Joanne Walters.

Situated in the remote town of Katherine, Northern Territory, the 41-room motel had struggled to get its name out in the past.

Since Joanne took over as Manager in June 2012, she has instantly made some very successful changes to the motel and has finally been able to showcase the Beagle Motor Inn across Australia. Using the internet to market the motel has been one of her most successful methods of achieving this.

“We maintain a Facebook page for the motel. We are planning to start promoting the motel in Google search results. We will also provide links to other tourism businesses so we can help to advertise each other.”

Joanne’s investment in online exposure has paid huge dividends. In just two months, Joanne has increased occupancy from less than 30 per cent to over 80 per cent. The motel is also now ranked at number one out of the eight motels in Katherine on website Trip Advisor.

The pride which Joanne has in her work for the Beagle Motor Inn couldn’t be clearer.

She gives great priority to the upkeep of the rooms to make sure that the motel’s slogan: “clean, comfortable and affordable” stays true to its word.

selling properties before renting out local holiday B&B properties while living on the Sunshine Coast in Queensland. She also rented out properties in Tasmania online from her Queensland home. She later remotely managed several properties for a private investment company. This online experience gave her skills which she now uses to promote the Beagle Motor Inn on the internet.

The move to the motel industry came after her husband Sam retired from the police force. After the Beagle Motor Inn was sold in June, 2012, Joanne got into contact with new owners John and Prue Weir, from Charters Towers in north Queensland, who offered her and Samuel the Managerial position.

“I thought that it would be a great opportunity to come to this part of Australia. When I researched it (Beagle Motor Inn), it had no online presence, no marketing and no exposure at all. When we came in to manage the motel, having both new ownership and new managers was the perfect opportunity to ‘get the message out’. We needed to give it our full 110 per cent effort because we knew people would be watching and we also knew that word of mouth would be one of our best free marketing tools. It has certainly proven to be the case.”

“When we came into the motel, we cleaned the place from top to bottom.

We are currently doing a very low cost cosmetic upgrade to the motel. I focus a lot on low cost marketing and ways to improve the property and save money for the owners.”

Currently ten of the rooms have been renovated so far and Joanne has plans to renovate those remaining as the business grows. “As a manager one thing which I constantly think about is that the owners have invested a lot of money in the property so it is essential that I think of it as if it was my own and how I would like my money to be treated.”

Joanne’s career started as an International Flight Attendant for Qantas. She often worked on flights to Japan since she studied Japanese at university and went on a study exchange to the country.

Joanne then spent roughly 20 years in the property market. She started off

Joanne immediately applied for membership of Tourism Top End, which enabled her to distribute brochures in tourism centres. The main tourist drawcard for the area is the Katherine Gorge. Many visit the town because the Ghan railway has a scheduled stop in Katherine. “One

of the challenges in this particular property is bringing together the existing clientele (being contract and government workers) and tourists and corporates. One thing that has helped us in this area has been having a great cook. We are lucky enough to have a character of a cook by the name of ‘Cookie’ who lives on-site and is an integral part of our business. He cooks three meals a day and is a huge hit with our guests!”

The notorious wet season in Katherine poses one of the biggest challenges to Joanne so far. Occupancy will be heavily affected (some mining and construction works are suspended during the wet season). Additionally, access to Katherine is often cut off by flooding across roads.

Joanne is currently writing an e-book about the importance of online marketing and an essential guide to using social media as well as low and no cost marketing of motels in Australia. She is hoping to distribute it to help other moteliers to take advantage of what the internet can do for their motel.

Joanne and Sam are taking their two children Scott, 8, and Angus, 2, on a family holiday to Singapore for a well-earned break from her work.

Joanne and Sam have together made huge progress in such a short amount of time. It is a credit to their efforts that the Beagle Motor Inn is being placed firmly on the map.

mo |

Vol 13 No. 2 |

29

Hotel + Hospitality Furnishings: Innovative Leaders If you are involved in the hotels and hospitality industry, you cannot afford to miss this year’s HOTEL + HOSPITALITY Furnishings Show, organised by AUSTRALIAN INTERNATIONAL FURNITURE FAIR (AIFF). Held at the Sydney Exhibition Centre from 6-8 February 2013, the popular show will offer an extensive range of the latest products and trends to hit the hotel, motel, club and restaurant sectors.

Hotel + Hospitality Furnishings is expected to attract architects, interior decorators/ designers, venue owners/managers, furniture specifiers and developers, wanting to preview the latest collections from leading manufacturers, brands and suppliers catering to non-retail buyers.

Exhibitors on show at HOTEL + HOSPITALITY Furnishings 2013 includes Melbourne’s contemporary lighting, furniture and homewares retailer About Space. About Space will be showcasing their cutting edge collection that will literally transform a room with a flick of the switch. From modern lights, to wall units and cushions About Space products are full of character and style that help create any unique space.

Those with an eye for style will not want to miss the Designer Boys: Gavin Atkins and Warren Sonin, well known for their appearance on Channel Nine’s The Block. Gavin and Warren will unveil their latest Designer Boys Art Collection of more than 120 decorative artworks with more than 90 percent of the art personally designed by the dynamic duo. The Boy’s premium furnishing and styling work is ideal for hotels and commercial establishments.

Visitors looking for more than furniture will not be disappointed. Decorative 3D sculptural wall and ceiling panels add a distinctive life to the walls and ceilings in any hotel and hospitality venue. Exhibitor New Decor marks the beginning of a new trend of wall furnishings specialising in the design and manufacturing of innovative eco-friendly 3D wall and ceiling panels in a range of stylish and unique patterns. Design aficionados will be inspired with the number of combinations of design and finishes available, allowing you to transform any room.

Other exhibitors on show will include Big Garden Furniture, OB Collection by Orson & Blake, Emac & Lawton and Comfort Design Furniture.

HOTEL + HOSPITALITY Furnishings will give industry professionals the opportunity to expand their knowledge of innovative designs within the hotel and hospitality industry. Seminars will take place throughout the three day event, allowing attendees to learn from leading industry experts in short, sharp business focused tutorials.

30 |

Vol 13 No. 2 |

mo

mo |

Vol 13 No. 2 |

31

Which cleaning method is best for my carpet?

BY COLIN NATION

Here he goes again. He is going to tell us to put down that sandwich while he tells us gruesome stories about groobely things that live on our carpet or crawl about on our furniture and infect our lungs with horrible microorganisms that inhabit the soiling in our indoor environment.

Maybe, Maybe not.

B

efore you decide on a carpet cleaner to clean your carpet, or maybe you have your own carpet cleaning equipment and look after it yourself, I will explain some things that will help you keep them looking great and performing well and keeping the look you paid for as long as possible.

In my role as a carpet cleaning trainer and consultant, I often get asked, “Which method of cleaning is best for my carpet?�

Unfortunately there is no clear answer. A lot can depend on the style of carpet, the fibre content of the pile, the method of installation, the soiling type that the carpet is subject to and what you normally do to maintain it.

mo |

Vol 13 No. 2 |

33

soluble state which can then be removed by a variety of cleaning methods. We will explore those shortly.

Let’s start with soiling. What is soil? Soil is pretty much anything unwanted in the carpet that is removable with cleaning. Stains are the colours and dyes that are not removable with normal cleaning.

So in effect there are really only 3 types of soils and the rest are stains. (The stains we will consider in a future article.)

Soil type 1. Dry particulate soil. Depending on the building and its location, this generally consists of sand, grit, leaf litter, clothing fibres, loose carpet fibres, human skin flakes and hair.

This also includes mould, bacteria and dust mite and similar microorganisms that feed of the dead plant and animal matter in the soiling and these can make us sick.

How do you remove this dry particulate soil? With a decent vacuum cleaner of course. If you have barrel, bucket or backpack vacuum cleaners then you will also need a turbo or power agitator head to go with it if you want to get out as much soil as possible. My preference is a duel motor up-right vacuum. They are safer and much easier to use and far more effective than a suction only machine. Make sure you have HEPA filters on any vacuum cleaner to prevent re-cycling of ultra fine particles.

Soil type 2. Water soluble soils. This generally consists of sugars, salts and starches and other water soluble soils that can include mucous from sneezing and coughing and residues of beverages.

If you can drink it then it is most likely water soluble.

How do you remove water soluble soils? One way is to wait for it to dry out and turn to dry soils and vacuum it out. The big problem is that most water soluble soils are also Hygroscopic, which means they will absorb moisture from the air. In a humid environment, such as a bar area of a hotel, or anywhere North of the Queensland border, the moisture levels in the air are enough to continually keep the soil moist and sticky. Sticky soils don’t vacuum up. The alternative is to rinse it out with water with the hot water extraction process (Steam Cleaning as many will know it by.)

Soil type 3. Fats and oils. Oils from car parks, pollution and cooking fumes are the three main sources of oils, but sweaty bare feet and food spills can also be a contributor. It’s the oily type soils that tend to glue the fine dust particles to the fibres. This is why vacuuming can remove some soils and still leave the carpet looking grey or dull because the dust sticks to the sticky soils. .

How do you remove oily soils? This is where you need a detergent. A detergent dissolves the oils and turns them into a

34 |

Vol 13 No. 2 |

mo

I have been in the carpet cleaning industry for over thirty years and have seen lots of changes to carpet and upholstery manufacture, cleaning methods and believe it or not, even the types of soiling that we are finding. As an example, if we wanted to eat something exotic 30 years ago we went to a Chinese restaurant, but nowadays these are hard to find among the rows of restaurants with wonderful cuisines from all corners of the world. With the exception of some liqueurs, soft drinks were the only beverages that come in colours other than red, green, brown or amber. Thirty years ago the pollution in our air contained lead and other things that have all but disappeared and modern cars don’t tend to drip as much oil all over the road. Soiling has changed and so has the cleaning chemistry and methods.

In the Australian / New Zealand Standard 3733 Textile Floor Coverings - Cleaning and Maintenance of Residential and Commercial Carpeting, there are 5 basic methods of carpet cleaning recognised. I thought it might help to explain these and how they work.

Thirty years ago Hot Water Extraction was the newest and greatest cleaning method available for carpet. It was erroneously called “Steam cleaning” but it did not use steam. It was merely hot water sprayed under pressure and vacuumed out. When the hot water hit the air it created some water vapour which people thought looked like steam, hence the name. Steam is actually invisible and it is also dry, so it is not great at cleaning, so hot water is used to flush out the soiling after detergent is pre-applied to the carpet to dissolve the soiling. This method has the potential to remove most soiling from a carpet, if the operator is good enough, and has been well trained, and has a lot of experience, and uses the right detergents, in the right quantities, and is given sufficient time to thoroughly extract the rinse water. It is a great method for cleaning a heavily soiled carpet, but can take longer to dry than other methods.

Then along came so called “Carpet Dry Cleaning”. This method is not dry. It uses water in the cleaning process so cannot truly be called “Dry Cleaning”. True dry cleaning uses petrochemical solvents (Perchlorethelene) and this must be contained within a sealed environment otherwise probably no one in a building would survive the release of the volatile solvents. It is now referred to as Rotary Bonnet Cleaning. There are still some franchises that promote this method. A detergent is applied to the carpet and then an absorbent bonnet is placed under a floor polishing machine and spun over the surface of the carpet to absorb the soil. The advantage of this system is that the carpet dries fairly quickly to get a room back in service in a hurry, the disadvantage is that it is limited in the amount of soil it can remove, so you usually have to do it more often.

There are a number of ‘dry powder’ cleaning systems available and these can provide some solutions where a very fast dry is required. A detergent or solvent saturated powder is sprinkled on to the carpet with a fertiliser spreader or the like and it is brushed in with a scrubbing machine and allowed to dry and absorb soils into the powder which is then vacuumed away. The advantage

popularity of the old wet foam method. We now call this “Encapsulation cleaning and it is revolutionising the cleaning of carpet.

Essentially “Encap” cleaning as it is known, is similar to the old wet foam method, but only in the type of machine required to apply the cleaning solution. The liquid encapsulation solution is applied through a drip feed into the brush or pad system and is agitated into the pile of the carpet. The soil is released into the foam and within seconds it seems to disappear leaving the carpet looking clean. You need less solution and dry much faster than the older formulas. “But where does the dirt go?”I hear you ask.

Good question. The soil is actually still there, you just don’t see it any more. Oily soils and fats are dissolved in the cleaning solution which then dries into a microscopic brittle crystal. Over the next few regular vacuums, the soil filled crystals are easily removed. It’s like turning sticky soils into dry particle soils that no longer stick to the fibres.

is that it dries very quickly, but it struggles to achieve a result on very heavily soiled carpet. It is great as a maintenance system to keep a carpet looking good if you apply the system very frequently.

There is also a “Dry Foam” method. A machine whips up a detergent foam and this foam is brushed through the carpet and immediately picked up in the vacuum container. A de-foaming chemical is used to kill off the foam in the collection tank. It has fairly limited soil removal ability and tended to cause a lot of resoiling due to the nature of the old detergents and so it had to be used frequently to achieve a constant good appearance. It was not great in a high humid environment. I haven’t even seen a dry foam machine in the last 20 years or so.

The oldest method of cleaning carpet was the ‘wet foam’ Shampoo method. A floor scrubber is used to apply detergent through a drip feed system from a tank mounted on the machine.

The detergent is then whipped up into a foam in the carpet and the foam is then vacuumed off using a wet pick up vacuum cleaner. This was a fairly messy system and again, many of the old detergents caused rapid re-soiling. This is because the detergents dried out to a dried out detergent. When there was any humidity around, the detergent residue simply remoistened and became sticky and attracted even more soiling. The foaming detergents were difficult to remove from the carpet. Thirty years down the track and I still hear some people say “Don’t get your carpets cleaned because they will only get dirty more quickly”.

But how times have changed. We now have Workplace Health and Safety issues to consider along with ‘Sustainability’. I believe these have been a good thing. Most cleaning product manufacturers have eliminated the nasty solvents from their formulas and have replaced them with more environmentally friendly and safer alternatives making them safer to use for the operator and the environment.

Some have made significant advances in the surfactant technology and have come up with ‘Encapsulation’ technology for the cleaning agents. This has meant resurgence in the

A true encapsulation product is non-hygroscopic and won’t pick up moisture from the air like the old shampoos do. This eliminates the re-soiling. It’s funny, but when I first heard of this Encapsulation system I thought “What a load of rot. Nothing will beat the hot water extraction for cleaning”. But now I am convinced that it is a viable alternative that has many advantages. There is very little noise which is great for hotels and motels where we don’t want to disturb guests. There is much less water and chemical use than other methods. There is no liquid waste to dispose of so it’s great for the environment. It’s fast, easy to use and easy to learn, it makes the carpet look great and there is no rapid re-soiling.

It dries quickly so you can get the rooms back in use quickly.

Another advantage is the machinery is relatively inexpensive.

If your carpets are fairly heavily soiled, you still can’t beat a good thorough clean with the hot water extraction by an experienced professional carpet cleaner, especially a WoolSafe Approved Service Provider. You can find one at www.woolsafe. com.au. The WoolSafe Organisation is an independent testing body for chemistry for use on wool carpet and the WoolSafe technicians are especially trained, experienced operators who have years of experience.

If you have your own staff who do carpet cleaning, why not consider contacting Col Nation info@nationtraining.com.au and have your cleaning staff learn the best way to care for your carpet and fine furnishings. ■ Colin is a carpet cleaning industry veteran who has over 30 years of experience.

He still runs a specialty service business on the Sunshine Coast www.abbsolve.com.au and also trains carpet and upholstery cleaning professionals in all levels of carpet cleaning including the Australian Qualification Certificate III in Asset Maintenance and the WoolSafe Technician training.

Colin is currently president of the Individual Cleaners Association of Australia and New Zealand and is a WoolSafe Registered Inspector.

mo |

Vol 13 No. 2 |

35

Steam, Sanitise & Vacuum with ONE machine CLEAN UPHOLSTERY • DEEP CLEAN • KILL BED BUGS • SPOT CLEAN CARPET Large range of steam cleaners available:

15% DISCOUNT OFF ALREADY DISCOUNTED PRICES

• • • • • •

Steam clean & sanitise Kill bed bugs without chemicals Detail clean every nook & cranny Clean upholstery • Mattresses Bathrooms • Showers Tiles & grout

Use the coupon code “EXEC” online or call Offer expires Jan 31, 2013

When you want REALLY clean, not nearly clean Contact Steam Australia 1300 79 5050 Visit our website for photos, video and much more www.steamaustralia.com.au

Deep Clean Your Motel with the Power of Steam

BY MARK ROSENBERG

I

n the motel industry, maintaining clean and presentable premises is paramount. A great looking motel means happy guests, repeat customers, good reviews and high occupancy rates.

The constant flux of guests can make achieving a high standard of cleanliness a challenge at times, and motel owners face a range of prospective issues including bed bugs, dust mites and mold along with general cleaning and maintenance. With these challenges accepted, it’s essential to have the very best cleaning equipment for the job.

Steam cleaners, with their superheated steam and ability to deep clean even the toughest surfaces, are ideal for motel owners to clean and maintain their premises. A steam cleaner operates at temperatures of 100-130 degrees and can effectively clean practically every area of your motel.

Guest rooms can be deep cleaned and sanitised by spot cleaning the carpet with steam, steam cleaning and freshening upholstery and deep cleaning bedding with the ability to effectively eliminate both bed bugs and dust mites with the power of steam alone, should they arise. Bathrooms too are a breeze with a steam cleaner effectively sanitising sinks, toilets, showers and tiled floors with ease.

Steam isn’t limited to guest rooms though, it’s also great for deep cleaning floors, walls, ceilings, windows, curtains and kitchens including range hoods, bench tops, sinks, ovens, fridges, racks and more. A good steam cleaner has both steam and vacuum functionality and will come with a variety of attachments. Deep cleaning is as simple as turning on the machine and choosing the right tool – from window squeegees to floor mops, there is a tool for the job.

Motel owners will also be happy to hear that steam is incredibly effective at removing mold. Persistent mold can be a huge cleaning task for motel owners, and indeed a threat to your reputation. A steam cleaner makes removing mold easy, simply use steam to scrub the surface and loosen the mold then use the vacuum with squeegee to remove it completely.

Mark Rosenberg, managing director of Steam Australia, advocates that in comparison with traditional cleaning methods, steam is a clear winner for motel owners. “Traditional cleaning methods generally result in dirt simply being smeared from one corner to the next, and in addition use many harsh chemicals which can be left as residue on surfaces.“ He says. “In comparison steam cleans deep below the surface with pure water alone to hygienically clean your entire premises.”

Steam Australia have a range of steam cleaners suitable for motel owners including the popular SV8D steam cleaner which includes steam and vacuum, detergent injection and is also fully portable.

Motel owners find the SV8D is ideal because it’s easy to use, portable and it has the ability to deep clean practically any area in their premises.

The benefits for motel owners of well presented premises are huge, after all happy guests means good business. Steam is an easy, effective and safe way to ensure your motel looks its best at all times, ensuring you provide the best experience for your guests that will keep them coming back time after time.

For more information about steam cleaning visit www.steamaustralia.com.au where you’ll find a range of steam cleaners suitable for motel cleaning and a host of cleaning guides and information to get you started. ■

mo |

Vol 13 No. 2 |

37

Robot Cleaning Technology – WHAT’S THE FUSS ALL ABOUT?

By DAN KWACZYNSKI | Maytronics Australia

Robotic Pool Cleaning technology is gaining a strong a loyal group of pool owners in Australia market – it is one of the fastest growing product

b. Brushing, Scrubbing – Robots are designed not simply to suck debris from your pool but they actually scrub the surface as well. Some even have extra brushes designed to work independently at high speed. (Picture 1).

category in the pool industry.

With a plethora of new robots entering the market it is worth asking why this is happening and what makes robots better than other cleaning products. he simple answer is value for money. Robots have a significant number of end user features compared to all other pool cleaners

T

So what are these features and why are they superior to their rivals?

Superior Cleaning Ability a. Systematic – Many robot cleaners are systematic. The ones that are systematic have in built electronics, with sensors, logic and controls to enable the robot to navigate the pool, the better ones actually map the pool each time they are installed. This means they provide superior coverage and they don’t get stuck. Check out the amazing scanning pattern of the Dolphin Supreme M5 below.

Picture 1 – Dolphin Supreme M4 & M5 – triple action brush; Picture 2 –A Dolphin about to climb

c. Independent filtration – Robots have on board their own independent filtering system. This removes debris from the water and filters as it goes. Comparison’s show this to be at a very high level compared to pressure cleaners. d. Strong suction power – Robots have an extremely strong suction power –ranging up to 250 litres per minute – that’s as much as the main filter pump in many pools. e. Wall Climbing and Waterline scrubbing – The enormous suction creates an additional benefit – it enables the robot to climb walls (picture 2), benches and ledges and once at the surface they can be programmed to scrub the waterline as well.

Easy to Use a. Easy to use – Robots are extremely easy to use – simply place in the water and press on. No more hoses, floats and bumps, booster pumps. They are simple and ease to set up and simple and easy to use!

Picture 0 – Dolphin Supreme M5 scanning pattern

38 |

Vol 13 No. 2 |

mo

b. Reclaim your pool – Because Robots have superior cleaning abilities, they are really only needed to be used once or twice a week for the majority of your

pool can look like a pool again – not like hydraulic factories with pipes and hoses in all directions!

Environment Benefits a. Save Power – Robots operate and filter inside the pool. They are completely independent of the pools main filtration system. The great benefit of this is that water does not have to be pumped 20 metres of piping through bends, elbows, etc just to get filtered. The water is filtered in the pool. Independent studies

by Electrical Companies have shown that annual savings can be around $300 per annum (even after the small running cost of a Robot is taken into account).

Note – pool filtration is still needed – just not to anywhere near the level required by other cleaners. b. Save Water – Because Robots filter in the water, they remove the debris from the system. This in turn means that the main pool filter unit does not become clogged as quickly, which results in fewer backwashes.

Estimates are that backwashing is reduced by up to 50% when using robots compared to all other cleaning methods. c. Save Chemicals – Robots help to reduce chemical requirements. Australia the vast majority of pools have suction cleaners that are permanently in the pool and connected. In this circumstance, the skimmer is completely ineffective – the result is that all debris landing on the surface must slowly go through the water, making the water cloudier but also requiring chemicals to control. When a robot is used – the pool’s skimmer starts working again! Also, by removing the debris rather than storing it in the pool’s main filter the chemical load is reduced.

Don’t be left behind – join the robot revolution! Q

> iÊÞ ÕÀÊ viÊ- « iÀÊÊ Ü Ì Ê>Ê « Ê* Ê i> iÀ

*À Ý«iÀÌ – Pools from 25 – 45 metres 7>ÛiÊÇx

*À 8ÊqÊPools up to 25 metres

UÊ/ÀÕÃÌÊÌ iÊ À> ` The dolphin brand is recognised internationally as the Number 1 choice for pool cleaners UÊ/ÀÕÃÌÊÌ iÊ «> Þ The worldwide leader & pioneer of robotic pool cleaner technology for over 25 years UÊ/ÀÕÃÌÊÌ iÊ-Õ«« ÀÌ Maytronics training and service centres in Major Centres around Australia

7>Ûi – Pools 40 metres and up 7>ÌV ÊÌ iÊ6 `i

* i>ÃiÊ Ì>VÌÊ1ÃÊv ÀÊ ÀiÊ v À >Ì ÊEÊ`i ÃÌÀ>Ì Ê vÊV i> iÀÃ

£ÎääÊ ÞÊ « Ê ÀÊ ÜÜÜ° >ÞÌÀ VðV °>Õ

maytr nics

Exceptional Pool Experience

Thinking Management

DEAN MINETT

When I was writing for another magazine many years ago, I used to periodically compile my A to Z of Hospitality.

As we are approaching the end of this year I thought it might be good to review it again. I hope it helps.

A is for ASK. Better to ask a question

and appear dumb, than not ask and prove it beyond all doubt!

that is fair and to be served by people who are sincere about service. Isn’t it amazing how we complicate this sometimes?

irrespective of whether you think this is fair or not, don’t post what you wouldn’t like your boss to see.

B is for BETTER. Some folks of all

L is for LUCK. Denis Waitley defined

U is for USEFUL. Students often ask me how to get ahead. Is it via their degree or some other skill? I always tell them, if you have a degree, that is good but if you can demonstrate how you add value to your employer you will never be unemployed.

C is for CANNOT. This not a word to be used in providing quality customer service. Try some alternatives like “may I suggest an alternative…” or “I can do ….”

People that use “cannot” a lot tend to update their resumes fairly regularly.

M is for MOTHER. Most people only

generations seem to think it is OK to just do the job, and leave it there, however no matter the standard achieved, we can always do that little bit more. (As someone once said: “Good, better best, never let it rest, until your good is better and your better best!”)

it as the intersection of preparation and opportunity. If we work hard and anticipate, then when opportunities come knocking we are prepared to take advantage of them. (As many people have said, it is amazing how the harder they work, the luckier they become!)

need one, so we don’t have to be one at work! If you are a boss, then act like a caring boss, not a personal carer.

N is for NEVER GIVING UP.

Never. Never. Never. (Winston Churchill)

D is for DROPKICK. We tend to meet O is for OPPORTUNITY. Inside

them occasionally in our line of work. Just remember, you can’t be rational with an irrational person.

E is for EXTRAORDINARY.

People remember the extra, not the ordinary.

F is for FOLLOW UP. If we promise something, we should do it, and make sure the other person is happy with what we’ve done. (If we don’t follow up, we usually bugger up!) Similarly, if we delegate tasks to others, we need to follow up to ensure they have completed it. As the saying goes, “what doesn’t get measured, doesn’t get done”.

G is for GROWTH. This is usually

preceded by pain – lots of it. Why do you think so many people avoid it?

H is for HAIR. Well-groomed, one colour (preferably brown, black, blonde, redhead or minor variations) if you want to progress in a professional hotel career.

I is for INSPIRATION. Good managers need it, give it, and appreciate it in others. Inspisration can be as simple as saying thank you or as detailed as getting our hands dirty and helping out when things are really busy.

J is for JUSTICE. Say wha? This goes with words like fairness and ethics. We should be even handed with everyone, and as the saying goes, “justice must not only be done, it must be seen to be done”.

K is for KISS. No, not the lip lock variety, but “Keep It Simple Stupid!” Hotels are a simple business at the end of the day. Our guests want a room that is clean, at a price

every challenge there is an opportunity: to do something better; to learn; or to grow.

P is for PERSONAL TIME. Most

people I talk to still comment on hard they are working and don’t seem to have time for other things like hobbies, sports or, oh yes, family time. To be good at our job, we have to look after ourselves and allow space to relax otherwise we cannot be effective. Indeed, if we keep pushing then we eventually become destructive. Not a good look.

Q is for QUEUES. Try and avoid them – creating them and standing in them!

R is for RADICAL. Every so often, if things aren’t quite working or are a bit boring, try something radical. New style of service, new menu, new technique, new whatever – what have you got to lose?

S is for SENSIBLE. It’s well and

good to be passionate about something, but learn when to fight and when to agree. It’s no good winning a battle and losing a war.

T is for TWITTER. In addition to this I would add Facebook, Instagram, MySpace, Tumblr…in fact any social networking and sharing sites. These are excellent channels through which to communicate marketing messages to clients, but very poor channels to market yourself to future employers if you are only posting how drunk/bored/ excited/ looking forward to the weekend, you are. Many employers are now making active searches on social media sites to check on future employees, so,

V is for VIRTUOUS. One of the best attributes someone can offer to an employer is to be virtuous or honest.

Earning the trust of an employer means greater employment stability and more opportunities for advancement. (Not to be confused with sanctimonious!)

W is for WILLPOWER. Closely aligned to motivation, our willpower underpins our ability to follow through and achieve desired goals, no matter what obstacles are in the way. We can usually get what we want if we are prepared to put in the hours of effort to get it. I don’t know of too many self-made millionaires that got there through giving up when things got tough.

X is for XENOPHOBIA. Being afraid

of other people, especially from other countries isn’t a good start to the hospitality industry. Australia has a good history of welcoming visitors from all walks of life. If you suffer from Xenophobia, may I suggest you become a customs inspector perhaps?

Y is for YELLING. People who

yell invariably are not rational people.

(See Sensible above). For guests that yell, politely ask them to sit down first (as this causes them to take a breath and usually settle down a little), and then listen. Once they have finished, use that complaint handling technique that your company has developed (and everyone has their own acronym), and then look at how to demonstrate service recovery.

If yelling persists, pass it on to the boss!

(If it is the boss that is yelling, good luck!)

Z is for ZIP. Learn when to shut-up and

say nothing. Zip. Zero. In our industry, one of the hardest techniques to master, but one of the more valuable!

Wishing everyone a happy festive season and wonderful New Year!

Minett Consulting Pty Ltd minettco@bigpond.com.

mo |

Vol 13 No. 2 |

41

SUMMER Time to Focus on Problem Pests

BY GLENN DUBOIS MCom(UNSW) | Secretary Of Australian Pest Controllers Association Inc.

M

ost hotels and motels are at high risk for a rapid pest infestation, particularly during the hot humid summer months.

Keeping them at bay can be expensive and ineffective without full cooperation from the property manager.

According to Glenn DuBois of Australian Pest Controllers Association, the usual periodic use of insecticides must work in conjunction with non-chemical controls managed by the property owner / manager.

In addition, there are new pest control products on the market that give far superior safety and effective control of insect pests commonly associated with the hospitality industry.

In this article, we examine three prime pests that regularly infest hotel and motel premises, namely, bed bugs, ants and cockroaches, and what the property manager can do to help ensure such pests are effectively controlled.

Bed Bugs

Look for dots of blood in a line on bed linen. The blood has a sickly sweet odour. Also look for dried blood deposits around cracks in the bed, bed-head, flooring, bedside furniture and mattress.

Bed bugs feed for 3 to 5 minutes at night, in the early morning hours, before returning to their harbourage area, usually located within a few metres from their feeding area. Bed bugs can survive for long periods without a blood meal.

High standards of hygiene and sanitation will certainly help as an on-going preventive measure.

All clothing, bed linen, curtains, fabrics and the like must be laundered prior to insecticidal treatment. Seal gaps in furniture, floor boards and cracks in wallpaper and other such areas where bed bugs can hide during the day light hours We recommend to use a professional pest controller for periodic insecticidal treatment in any commercial lodgings situation where bed bug infestations are likely to be a problem..

Bed Bugs are blood-suckers and are commonly found in motels, hostels or boarding houses where itinerant travellers stay overnight.

Do NOT attempt do-it-yourself pest control using a surface spray on bed-linen or mattress. Such a use could be a DANGER to the health and safety of the occupants and will most likely result in ongoing infestation.

Bed bugs are transported with luggage, clothing and other articles, but not on the person. It is not practicable to know if boarding guests are ‘bed bug carriers’. Bed Bugs do bite, at night, often evidenced by dots of blood in a line on bed linen.

A new product recently released by Bayer, namely Temprid insecticide spray is highly recommended to be used against bed bugs. Where a spray cannot be used say near electricals we recommend Permethrin dust be used.

Non Chemical Pest Control procedures include the regular inspection of the entire bedroom, particularly bed linen and other areas where luggage and clothing are stored, for signs of bed bugs.

In addition, it may be essential for the entire room to be treated using pyrethrum insecticide dispensed through a fogging or misting machine, in order to flush the bed bugs out of their hiding areas and into contact with the Permethrin dust or Temprid surface spray.

These areas should be thoroughly vacuumed on a regular basis paying particular attention to underside of mattress and nooks and crannies in these areas.

42 |

Vol 13 No. 2 |

mo

The cost of professional pest control for bed bugs using the recommended low hazard insecticides, will depend upon several

factors, including the size of the property, the extent of infestation and ease of access to treatment areas.

Bed bug control requires extensive time, effort and expertise to solve a severe infestation. Service warranties may vary depending upon the circumstances and risk of reinfestation.

Ants Ants often infest kitchens, pantries and dining areas in large numbers. Until recently, ants were by far the most difficult of all pest control problems to solve in a timely and cost effective manner. The latest generation ant control products are nonrepellent to the ants and to focus on achieving a transfer effect, that is, the ants come into contact with the surface spray and transfer the chemical back to the colony nest. The chemical has a delayed effect and is highly effective at entire colony eradication.

Ants live in permanent colony nests located in a variety of habitats, in the soil, in timber, under pavers, in wall cavities and roof void spaces of buildings.

Correct identification of the particular pest species of ant is vital to implementing a control program. You need to know their likely nesting location and the type of food they prefer. Some species nest in the ground, others are more likely find a home in your roof void or wall cavity. Some ants prefer sugary foods whilst others are predominately meat eaters. The problem ants for kitchens and commercial premises are usually the sugar feeding variety.

Non Chemical Pest Control – Procedures include regular inspection of premises for signs of an ant infestation. Try to locate their nesting site which sometimes is easier said than done. They follow pheromone trails back to their nest. Where practicable, minimise food and water source for the ants. Food supplies to be stored in sealed containers. Food and other edible waste products to be stored where ants and other pests cannot gain access.

Chemical Pest Control – make sure the pest controllers uses the latest generation of ant baits is that have a delayed lethal transfer effect.

Ant baits are applied to high activity areas. Foraging ants collect and carry the appetising food bait back to feed the other ants in the colony nest.The ant baits are designed to be very palatable to the ants but takes several days before the lethal effect kicks in. Enough time to be transferred back to the colony nest to be fed to other ants. With sufficient dosage the entire colony is eradicated in matter of days.

If applied in sheltered locations, the new generation ants baits and sprays, should last the majority of the extended summer period.

You would be unlikely to need any follow up procedures. So it’s probably cheaper in the long run to use the more expensive but highly effective ant control products.

Cockroaches h Everybody hates cockroaches due to their unsanitary environment. They eat rancid meats and almost anything organic.

Several species are problematic in Australia. It is the smaller light brown German cockroach that can rapidly infest kitchens and other food handling premises. The female German cockroach carries an egg sac of about 40 eggs – which can hatch and reach maturity within one month. A very rapid breeding cycle.

Generally cockroaches are nocturnal. Preferring to come out in the quite dead of night when no one is around. If you see them during the day you have a large infestation.

Non-chemical procedures include regular inspection of premises for signs of cockroaches. Their faeces look like small black dots often confused for tea leaves. Particularly inspect incoming goods for live cockroaches, cockroach eggs and faeces. If you spot some contact the supplier to advise them of the problem.Where practicable, minimise food and water source for the cockroaches.

Food supplies to be stored in air tight sealed containers.Food and other edible waste products to be stored where cockroaches and other pests cannot gain access.

Seal all cracks and crevices in the premises where cockroaches may congregate. They even like to hideout under picture frames.

Minimise cockroach harborage areas. Where practicable, store all containers and articles, particularly cardboard boxes off the ground as otherwise, Chemical controls – Make sure any pesticides used by professional pest controllers are the latest generation of cockroach baits that have a delayed lethal transfer effect.

Cockroach baits are applied to areas in the kitchen away from regular human contact. The foraging cockroaches eat the bait and carry it back to feed to the other cockroaches in the nest.

With sufficient dosage the entire nest of cockroaches are eradicated in matter of days. Regular insecticidal treatment is required. ■ A WORD OF WARNING: There are many of the older style insectides for pest control on the market that are far cheaper but will not give such certainty of total elimination of the infestation.

Make sure you ask the pest controller if they use these leading new generation products. They are safer and much more effective.

For further information go to PestControl.org.au or contact Glenn DuBois at Australian Pest Controllers Association Inc – phone 1300 660 200

mo |

Vol 13 No. 2 |

43

Permanent Pothole Solutions is happy to announce that you will soon be able to go into selected Coates Hire stores around the country to purchase our “Asphalt in a Bag” as well as our Asphalt Crack Filler. www.coateshire.com.au

“Asphalt in a bag” is the only dense grade product on the market which means you use less.

– Campbelltown and Revesby in NSW – Eagle Farm and Rocklea in QLD – Albert Park in SA – Brooklyn and Lilydale in VIC – Midland and Osborne Park in WA

Our product is a Polymer modified dense grade permanent cold patch. The Polymer helps it bind to itself as well as the surrounding area whether it be asphalt, concrete, wood or even steel. The polymer also aids in the curing process which is on compaction. Therefore in its packaged form it has an unlimited shelf life. Asphalt in a Bag. See a pothole and fill it immediately. No special tools required.

Permanent Pothole Solutions has been the Australian distributor of “Asphalt in a Bag” for over 3 years in Australia. The last couple of years we have enjoyed increased market share due to our flexibility and customer service focus.

Take a look at www.permanentpohtholesolutions.com.au to see just how easy it is to use.

With a lifetime performance guarantee why wouldn’t you FILL THAT HOLE!

Visit www.permanentpotholesolutions.com.au to find your nearest stockist or give Jackie a call on 1300789 967 for price and availability

CASE STUDY

The Evolution of a Property

BY AMANDA BEAZLEY Managing Director and Designer | John Beazley & Co Pty Ltd Hotel/Motel Fitout Specialists | www.johnbeazley.com.au

Project:

Hyde Park Inn Reception Area Complete Refurbishment – By John Beazley & Co,.

Project Address:

271 Elizabeth Street SYDNEY

Designer:

Amanda Beazley - John Beazley & Co

Project Manager:

Vince Costa

ABOUT THE PROJECT 2007 – The Rooms and hallways In 2007 John Beazley and Co was awarded the Contract to Design and Refurbish all of the rooms at the Hyde Park Inn. The Design aesthetic was to be warm, inviting and homely but still modern. Sophisticated without alienating. This was achieved successfully by using warm colours in the fabrics and paint and then adding green frosted glass in the kitchen areas and the floating glass tops on the desks, appealing to the Corporate Traveller. We also made an effort to maximise the view of the Hyde Park across the road, by minimising the kitchen bench and opening up access to the Window area.

The Complete project included a total Refurbishment of Rooms and Kitchenettes, 7 Rooms per floor including hallways, one floor per stage, a total of 92 rooms. As there are 15 floors at the Property, it took over a year to complete works without greatly affecting Occupancy and more importantly guest comfort.

2009 – THE RECEPTION At the Completion of the Room Refurbishment, it became evident that the Reception area no longer was an accurate reflection of the Standard that you could expect in the rooms, in fact is was now looking extremely dated. We therefore pitched the idea to the Hotel to Design & Refurbish the Reception area.

The concept of the Design was to reflect an overall unity of the Hotels interior, inclusive of the recently refurbished rooms and the Conference Area. The Hotel Lobby should be an accurate representation of what the guests will experience in the rooms.

We have therefore tailored our design to be sophisticated, show a refined elegance and luxury without being alienating. It is our intention to create a design that is overall clean, yet warm and inviting, modern and comfortable.

To accomplish this luxury feel, finishes such as matt cream wall and floor marble were used, however on some walls there is a

- John Beazley & Co less expected colour…a spectacular Onyx marble that was hand picked with rust and green streaked veins. This is to portray a warm and organic feel and to reflect the view of the Hyde Park opposite, as was done in the rooms.

The white backed green glass, is the same finish that has been used in the ‘Forum’ Area as is the perforated acoustic ceiling panels, creating a relationship and continuity between the two areas. The ‘leaf design’ in the ceiling light coffer is also used to create unity and give light, height and openness to the ceiling.

The leaf design, is a modern repeat pattern of a gum leaf and is also used at the entrance of the Hotel and the lift roof, enhancing the Organic feeling and once again emphasizing the Park within a city environment. Something that is specific to this Hotel.

The overall aim to increase the feeling of space and give guests a warm and luxurious feel was definitely achieved.

2011–2012 – BEHIND THE SCENES Whilst all of these very visual elements were taking place, the Management and Owners of the HPI, once again to their credit, wanted to enhance the guests experience with elements that were not so visually obvious but certainly beneficial to the overall comfort of the stay. Once again by the appointment of John Beazley & Co, the Hotel underwent a change of the Hot Water Systems throughout the Hotel with a clever design that meant constant and efficient flow, temperature and pressure of the Water to the Rooms.

AFTER BEFORE

HOT WATER SYSTEM Since it’s inception, some 70 apartments of this 15 storey building were each serviced with less than energy efficient electric 50 litre hot water tank that simply could not keep up with the Guest demands. Peter Gamblin GM, threw this lingering issue to Beazley’s with some scepticism thinking it could not be resolved, especially without hindering/ disturbing the continued operation of the Hotel.

After some detailed research with our experienced team, that included a comprehensive audit of the subject building’s ducts and labyrinth of existing services, Beazley’s proposed a flow and return Gas fired instantaneous Hot Water System Plant.

This entailed running an 80mm Copper gas main from the basement level up to the roof level where the plant was going to reside. There were several significant advantages in proposing such a system, amongst the many, included a small foot print as storage tanks are not required, the plants components were logistically easy to handle using the Hotel’s Lift Cars up to roof level, eliminating the use of expensive cranes and street closures.

The Hotel, is now experiencing energy efficiencies with significant cost savings in powering the plant in lieu of the many individual Hot Water tanks, the capacity of new system to reheat and recirculate the unused hot water minimising the energy used to heat up the same, now providing for the first time in this Hotel….endless hot water!

Most of the hydraulic reticulation within the building was with the use of Rehau pipework, enabling flexibility in awkward

46 |

Vol 13 No. 2 |

mo

situations, particularly around existing services and ducts and provided expediency in terminating pipe work connections. All this work occurred whilst Beazley’s simultaneously refurbished the Hotel’s guest bathroom’s a floor at a time, allowing us to commission each level onto the new Hot Water System.

In the words of the Peter Gamblin, he was excited by how, “deceptively simple” this installation was. Peter, we thank you for your trust and confidence in our abilities.

ACOUSTIC DOUBLE GLAZING It didn’t end there, whilst solving the Hot Water issues, the next Issue that required our attention, that seemed impossible, were the Guestroom acoustics. Once again, Peter thought that this was probably unachievable, at least not without scaffolding the building façade rendering the entire building a “building Site” causing guest consternation.

Once again, lateral thinking by the Beazley team lead us to introducing u-PVC double glazed European made sliding doors sets to Guest rooms with balconies, fitted into existing head and sub-sills. All double glazed units were pre-sealed consisting of 4mm toughened glass to external leaf with a 13.24mm air gap with the inside leaf being 10.76mm Sound Control glass.

These beautifully made units now provide

effortless glide to open with almost whisper quite serenity in the Guestroom.

However, the double glazed sliding doors solved one issue, the other more challenging issue were the neighbouring kitchenette windows which faced the façade and were inaccessible without scaffolding. Here, Beazley’s sourced a retrofitted magnetised glazing system that could be safely installed under controlled conditions from within the Guestroom. These units are discreet and essentially provide an air pocket (enabling sound attenuation) between existing glass façade and the new 10mm thick optical grade acrylic glass of the magnetised system. This streamline PVC retrofitted magnetised glazing system is aesthetically complementary to double glazed sliding doors and of course contributes to the new quite ambience of the Guestrooms.

2011 – The bathrooms Follow suit To the Hotels credit and their dedication to a Maintenance and Refurbishment Programme, the next step was to upgrade the bathrooms. The Bathrooms were previously marble and holding up very well, so in 2007 when we did the rooms, it was not a main priority to Upgrade the Bathrooms. However by 2011, it was obvious that whilst they could probably

“get away with’ not doing anything, it was to the guests and Hotels advantage to continue the Refurbishment and the new identity of the Hotel and this included modernising the look of the bathrooms.

To once again continue the theme created throughout the Hotel by the use of green backed glass and the Gum Leaf Pattern design, we developed a way to integrate this into the Design. Bathrooms have longevity and so the design must also comply. We did not want to do anything in the Bathrooms that was going to date quickly. Guests enjoy a clean and bright Bathroom, so that was our main aim. We kept the design clean by the use of white, large format tiles which also had a fine design streak, Caesar stone vanity tops and high level tapware and finishes. The element that made the complete design Cohesive with the remainder of Hotel, was the introduction of a Frosted Green Glass panel that was back etched with the Gum leaf design. This panel was inserted between the tiles mainly in the shower recess. This design now ran through the entrance, into the Reception, in the roof of the lift and into the Bathrooms, but it was only subtle, to be picked up by the most observant guest. Most people would probably just have a feeling of Cohesive and Continuity design thread based on the Hyde Park.

2012 – Back to the Beginning Well not quite…it has now been 5 years since the rooms had their major refurbishment and true to any good upgrade, the design and materials have lasted extremely well. It is my belief and recommendation that a good design should be turned around every 3-5 years for Soft upgrade and 10 -12 for full Refurbishment.

The Design philosophy Beazley’s originally set in place was to use a Neutral Colour Platform for all the items that have longevity. That proved it’s effectiveness as we were able to pick the Soft Furnishing Accent Colour and replace it with another, giving a complete re-vamped look without needing to change all the elements.

We modernised the room décor slightly by introducing a contemporary approach to the art work on the walls and the bed presentation. Bedspreads were replaced with the more modern triple sheet option.

The main aim was to upgrade the Room Soft Furnishings to bring it into line with

mo |

Vol 13 No. 2 |

47

the remainder of the Property. Where once we wanted warmth in the design, we now need it to look fresh and modern, still offering the friendly ambience. The remainder of the Hotel had now been upgraded to reflect this concept and the rooms were easily transformed into this approach.

NEW CONCEPT The intentional Design Identity developed over time for the Hotel now becomes distinctive.

The warmth in the rooms is retained by the use of Rich Deep Chocolate, however we added another element which was the warm and soft to touch bed wraps, added to the comfortable warm feeling.

We introduced Sage Citrus Green reflected in the surroundings of Hyde Park and keeping in line with the Reception Foyer and introducing another modern element. The Green accent Colour, is very dynamic and fun and the overall look was freshened up by changing the wall colour to a cleaner fresh Warm White. To

counteract the harsher cleaner colours such as Warm White and Citrus Green we re-enforce the warmth by introducing texture as a major element. Use of Texture such as smooth, silky, and soft all bring the element of warmth, awaken the senses and introduce Sophistication and Comfort to the Hotel. This was achieved by the use of various fabric and textural elements.

We also chose to add yet another element of Individuality in the design by using patterns developed by Australians born flamboyant Designer ‘Florence Broadhurst’. As an Australian Hotel we thought it would be unique to add an element of history, of eccentricity and Individuality. What better way to do this than to use the patterns and designs of an Australian Icon.

MAINTENANCE PROGRAMME A property dedicated to a Maintenance Programme, whilst it seems they are always doing something, in the end have a better property, they stay ahead of the

market and most importantly they are dedicating some of revenue earned each year back into the property. This ultimately means they are never behind the game.

Properties not dedicated to a maintenance programme this find themselves with rooms that appear worn and tired, hence not being able to demand the higher rack rate, consequently affecting the yield or bottom dollar and ultimately not being able to afford a Refurbishment as it is now so far behind both in profit and product – the viscous cycle.

HYDE PARK INN is the opposite, this Hotel Management and Owners should be commended for their constant efforts and consciousness of the Guests comfort and overall experience both aesthetically and keeping ahead of the times and guest expectations. Well done Hyde Park Inn. For further advice or free consultation please contact John Beazley and Co Commercial Design + Fitout Specialists.

First impressions can attract guests, however, it counts for nothing if their last impression is affected by a poor night’s sleep. At King Koil Commercial we understand the impact we can have on your guests satisfaction, that’s why our commercial sleep consultants are dedicated to working with you to ensure that what’s under the covers is a sleep set that provides the comfort and support to enhance your guests experience with the quality, durability and service that you expect.

As part of A.H. Beard, Australia’s premier bedding maker since 1899, King Koil Commercial can offer a range of sleep set options to suit every budget, or design a signature product to suit your unique needs SLEEP SOUNDLY Designed in conjunction with International Chiropractor Association our King Koil Commercial sleep sets have your guests back in mind, choose from our commercial range of sleep sets engineered to meet the needs of the most discerning hotels or for those who just want the best value without compromising on quality and comfort.

SERVICE Our team are dedicated commercial sleep specialists trained to understand your needs and with manufacturing facilities in all states of Australia and New Zealand, prompt, reliable service is assured.

INNOVATION Providing the latest innovative sleep systems, comfort materials and fabrics for superior performance and durability has ensured King Koil Commercial remains at the forefront of bedding in Australia

> >

1300 654 000 www.ahbeardcommercial.com

Mould

BY KEVIN WHITE | MYCOLOGIA

The common thought about mould is it’s everywhere, so why should we worry about a little bit of it on the wall? The reality is mould is a contaminant and despite the fact that it is common it still causes potential health effects.

We all should minimise our exposure to mould, particularly in the workplace environment.

T

he hazards associated with exposure to mould are often dismissed because of a lack of training. This lack of education and awareness has seen many individuals; workers and building occupants alike, exposed needlessly to potential allergens, pathogens, toxins and mycotoxins which can result in adverse health effects and costly litigation.

Alive or dead: mould spores, and the fragments that break off can trigger a reaction when we touch or breathe them in. The gases they release also affect us. Individuals react differently to mould related allergens, toxins and mycotoxins.

During the cleaning of mould it is inevitable that thousands of microscopic mould fragments will be released into the air around our breathing zone. National OH&S regulations (and AS/NZ 1715) require anyone who is exposed to airborne contaminants in the workplace to be assessed for respiratory protection.

This assessment process should look at potential concentration and then decide if personal protection is required and in what form.

Increasingly in the workplace environment, management are working towards zero harm to all their stakeholders and this means minimising exposure to all workplace contaminants. Despite this we

50 |

Vol 13 No. 2 |

mo

continue to hear daily of people becoming sick from cleaning a bit of mould or having a look at some duct work.

Part of the reason why there is a lack of understanding about the potential harmful effects of mould exposure is that managers, cleaning and maintenance staff and consultants don’t have sufficient awareness or guidance about the risks of mould exposure. This can be attributed to the lack of any formal Australian industry body to offer accredited training programs

on mould. Currently there are a range of training providers offering training on mould remediation techniques however most are currently based on American systems and aren’t well suited to Australia because of differences in legislation, building codes and metrics.

With the above in mind anyone cleaning mould should be trained in mould hazard awareness, where mould might be, how it might affect people’s health and how to minimise exposure through appropriate

Mould Prevention Tips • It is important to note that mould cleaning and remediation will not be effective and mould growth may return if the conditions that allowed it (e.g. excessive humidity, uncontrolled condensation and/or water leaks) are not corrected.

• Fix the moisture source as soon as possible. (e.g. leaky plumbing, clear overflowing roof gutters, provide drainage and slope the ground away from foundations and walls.)

• Don’t let building materials stay wet. Watch out for condensation and wet spots and ensure they are cleaned and dried within 48 hours.

• Got Condensation? Increase the surface temperature by adding insulation and increasing the air circulation.

• Reduce moisture in the air: address moisture source, and increase ventilation (if the outdoor air is cool and dry) or dehumidify (if the outdoor air is warm and humid).

• Squeegee surfaces dry after showering and ensure exhaust fan operates for at least 10–15 mins to remove excess hot wet air.

• Regularly (every 3 weeks) brush surfaces of walls with water/vinegar solution to remove soap scum and surface mould.

work practises and personal protective equipment (PPE).

The Mould Hazard Awareness training should be conducted by an accredited trainer who then assesses the trainee on their understanding. The following competencies should be assessed:

• Microbes (what other microbes are important in water damage)

• Morphology of fungi (what does fungi look like, how do we identify them)

• Exposure & Mycotoxins

• Mould Ecology

(effects and pathways of toxins emitted from mould)

(what is mould, how does it grow and why)

It is essential that cleaning staff receive this level of training so that they comply with the National OH&S regulations and AS/NZ: 1715. ■

• Health Effects (exposure to people, how, why and symptoms)

If managers or cleaning personnel want to further their knowledge on any other mould related issues, e.g. remediation, inspections, hazardous communication, HVAC systems visit www.mould.com.au

• PPE (what and how to use)

Mould Cleaning Tips

BY MYCOLOGIA

The cleaning methods that follow are provided as an indication of what procedures are currently being used by us and within the industry. Again, mould growth may reappear if the conditions that allowed it are not corrected.

Recommended tools: • Microfibre cloths • Mould Cleaning Solution – For Hard Surfaces: 80% vinegar/20% water – For porous surfaces: 70% methylated spirits/30% water • Appropriate Personal Protective Equipment for use while cleaning e.g. gloves, respirators, overalls • Vacuum with a HEPA Filter (a filter that stops tiny particles from being released into the air)

Showers, tiled floors and bathroom walls: • Protect yourself by putting on a respirator and gloves

cloth so that it is damp but not dripping. Fold several times. Wipe clean the affected area using the microfibre cloths, refolding to use a “clean” surface of the cloth several times.

– Once the cloths have been used on all sides place into Bucket 1 (fresh water) and agitate the cloth in the water to remove particles from within the microfibres.

Squeeze out water.

– Move cloth to Bucket 2. Agitate.

Squeeze out water.

– Then into Bucket 3 where it is ready for use again. Repeat until all surfaces have been thoroughly wiped.

Walls and ceilings:

• If the area is dry vacuum the affected area with the HEPA vacuum to remove the mould spores

• If the material is porous (i.e. ceiling tiles) these may need to be removed and replaced

• Wipe clean with microfibre cloth using the 3 bucket method:

• If the material is gyprock and the mould hasn’t grown right through then the surfaces can be vacuumed and damp wiped with mould cleaning solution and 3 Bucket method

– Place microfibre cloths into Bucket 3 (the strongest vinegar solution). Gently squeeze the

• Methylated Spirits mixed to 70% concentration are recommended for use on porous surfaces • Stubborn stains on the walls can be removed my making a bicarb paste solution and gently rubbing into the affected area. Wipe clean

Soft furnishings and curtains: • Vacuum using the HEPA vacuum and horse hair brush on all surfaces • If the materials can be washed or dry-cleaned do so in accordance with the manufacturer’s instructions

Clothing: • Put 1 cup to 500ml of white naturally brewed vinegar in your washing machine and wash on the warmest setting available. If odours persist, rewash a second time. Check garment instructions, be careful of delicate materials and clothing prone to shrinkage i.e. wool. Some items may require dry cleaning instead • Stubborn stains can be removed by making a bicarb paste solution and gently rubbing into the stain

mo |

Vol 13 No. 2 |

51

Infection Control in Cleaning A TRAINING PERSPECTIVE

BY BRONWYN MCLAWS | MANAGING DIRECTOR OF INSYNC TRAINING SOLUTIONS

I have been in the cleaning industry for 15 years and a trainer in these industries for the past 10 years.

I have come across my fair share of infection control issues whilst training over the years. The biggest single issue I constantly encounter is cleaners without correct knowledge of Infection Control methods and procedures, be it cleaning a hotel room, or commercial property.

F

irstly I need to clarify that in those 10 years I have had the privilege of meeting many industry champions who want to do what is right; who want correct information and direction on Infection Control methods and procedures. I have met with many innovative learners.

Some have gone on to start their own cleaning businesses and apply Infection Control as a result of training with us.

So this lack of knowledge is not solely due to a lack of desire to do the right thing. It is often, quite simply, a lack of knowledge!

Why do cleaners need to know the principles of good Infection Control policies? You might wonder why it is even important in the Hotel/Motel and Resort environment. Well everything a cleaner does involves these principles. A little know fact is that on most public surfaces – especially in the Hotel/Motel and Resort environment lays a film of other people’s faecal matter.

52 |

Vol 13 No. 2 |

mo

This is largely due to people’s hygiene out of their own home is not always as it should be. Put them in a Hotel room and it can tend to be worse. Here’s an example – if you leave the toilet seat up when you flush it after going to the toilet, microscopic faecal matter particles are launched out of the toilet onto the floor and to any nearby fitting. This can be transferred onto taps, benches and the like. If the room cleaner is not “spot on” with his or her Infection Control – then a dirty pair of faecal-laden hands will be delivering your fresh new towels onto your bed for use. I have actually observed this first hand. So in my opinion, education of our cleaners and empowering them to feel valuable is a vital step to “cleaning up” inadequate infection control practises.

I believe these issues exist for a number of reasons: Firstly, because the cleaning industry is unregulated, there is little incentive for cleaners to receive formal training.

The majority of cleaners have little or no formal qualifications,

relying instead on skills and knowledge gained through on-thejob training and experience. Often well meaning supervisors themselves have not been trained sufficiently in Infection Control procedures and they can be passing on bad habits. For example – how to clean our cloths at the end of a shift. Many believe that a bit of disinfectant in a bucket of water and soaked overnight, until they are rung out the next morning and used again, are sufficient. Not good practise!

One issue that has become apparent is a lack of clear understanding of what cleaning and disinfecting is. Disinfection is a two-step process, preceded by cleaning the surface then wetting the pre-cleaned surface with a disinfectant and left for dwell time. If we don’t correctly clean surfaces first, we will actually never disinfect them! And disinfectants need time to sit on the cleaned surface to do their work. This could take several minutes or hours!

Hence, most surfaces are not correctly disinfected at all. So do we need to disinfect ALL surfaces in the community? It depends on the location and situation. In our homes, most likely not, but in hospitality settings with food preparation areas – it will call for disinfecting in certain areas and conditions. I have been to a number of hotels and seen cleaners not supported in correct Infection Control methods and procedures! This is not good for business, and good quality cleaners will eventually leave being replaced by potentially untrained staff. It can be a vicious cycle.

the budget is tight. However, is this where we should be saving our money – on the things that allow our cleaners to do the work we have promised they will do?? It is time to get the foundation of our cleaning right and Infection Control is at the core of it.

These examples may sound extreme but I am seeing this constantly! Education costs money and many workplaces can’t spend money on training. Now whilst I can understand these pressures, let’s look at the benefits of educating our staff members: If cleaners know how to apply basic and simple infection control methods and this means good foundation cleaning skills, (which can also involve choosing better, less hazardous chemicals) we could be spending less time on excusing poor cleaning practises and spend more on paying cleaners the extra time they need, and hence keep our contracts happy.

So many of these answers lie in educating our cleaning staff, our supervisors and CEOs of companies to make better decisions about how they do things. Let’s get serious about education with this huge workforce because they certainly make a difference in our community. ■ InSync Training Solutions is a Registered Training Organisation in SA, operating since 2009 and specialising in training Asset Maintenance Cleaning Operations – to clients who clean in Commercial, Health Care, Domestic and Hotel cleaning environments.

Secondly – this industry has an unfavourable image. This still infuriates me and for this reason my students are not permitted to think of themselves as “just cleaners”. I spend a lot of time with students educating them about exciting career pathways open to them. A correct view of the important job they are doing is vital. This image can also lead to bad practises by cleaners themselves. As a result I have seen cleaning rooms that are so disorganised and cluttered that you can’t open the door and some rooms so filthy you don’t want to open the door!

I have seen filthy mops, cloths and equipment used each day without any kind of thought to cleaning the equipment after use or the cleaning room itself. At times this has been due to a lack of resources given to cleaners on site. E.g: Cleaning rooms that are too small; not be enough cloths to perform proper duties; mops which are replaced only after they are falling apart. How can this provide any kind of quality Infection Control program?

It simply can’t.

This leads to the next issue: Employers who do not support Infection Control in the workplace. Let’s be honest, this lack of Infection Control is not limited to cleaners and supervisors – CEO’s of cleaning companies and supervisors in the hospitality industry also can be lacking in this knowledge.

Again, I have met many wonderful examples of support from Managers/CEOs but I have also seen the opposite. The industry has small profit margins which can lead companies to undercut their competition and promise that work can be done in unrealistic time restraints – when in truth it places cleaners in very difficult situations to complete the work in the time permitted. Costs need to be cut so resources are restricted. I have seen some sites with only one cloth and one pair of gloves with holes in them because

mo |

Vol 13 No. 2 |

53

mo Product News SPA BATH MAGIC Did you know that most spa baths don’t have filters like larger spas or jacuzzis and with use all spas and hot tubs, even well-maintained ones, accumulate unseen deposits of oily grime, micro-organisms, dead skin, body fat and hair? These deposits that aren’t drained away stay in the pipes becoming a home for dangerous bacteria. Buildup of this biofilm and bacteria inside the pipes can cause harmful infections as well as reduce water circulation and jet action.

In some Australian States, Health Departments recommend that a

commercially formulated spa pipe degreasing product be used and that spa baths are cleaned after every use and after every room stay.

Rubbedin’s Spa Bath Magic is the essential spa bath cleaner. Formulated to effectively and hygienically clean the entire surface and pump system of spa baths, whirlpool baths, pedicure spas and beauty salon Vichy shower systems, Spa Bath Magic breaks downs and dislodges body fats, hair, organic matter and biological waste from the pump system, eliminating the harmful bacteria that can present a serious health threat to users.

Spa Bath Magic is a non hazardous, non toxic, biodegradable, chlorine-free Spa Bath cleaner ideal for septic tanks and Grey Water systems.

For more info please email Marslie Smits sales@rubbedin.com.au or tel 07 3245 3255 www.rubbedin.com.au

SWISSTRADE LAUNCHES STYLISH NEW TOILETRIES RANGE AROMA Therapy, the stunning new collection of hotel amenities from Swisstrade, combines exquisite fragrances with luxury presentation. These luxury toiletries are the ideal solution for contemporary hotels and motels, as well as environmentally responsible resorts and serviced apartments.

AROMA Therapy products are designed to pamper and indulge your guests with a world of soft fragrances. These luxury bathroom cosmetics are formulated with essences of White Tea, Red Tea and Ginger and offer a subtle and satisfying sense of relaxation for body and mind.

White Tea is the finest variety of tea, a speciality of the South East Chinese province of Fujian. Its name comes from the white, silky down that encases the tea buds. White Tea contains many essential vitamins and minerals and is considered an effective antioxidant in the world of cosmetics. Red Tea is also purported to have many health benefits.

Made from the dried leaves of a South African plant, it offers the benefits of hydration and antioxidants, which are known to slow the aging process.

In keeping with our environmental policy, AROMA Therapy liquids are supplied in revolutionary biodegradable bottles, which are recyclable, as well as biodegradable.

56 |

Vol 13 No. 2 |

mo

The natural degradation of plastic occurs very slowly and usually takes 100’s or even 1000’s of years. AROMA Therapy toiletries however, are provided in revolutionary biodegradable packaging, containing the innovative ingredient Reverte™. Developed and patented by scientists in the UK, Reverte™ allows plastic to biodegrade in a few short years (compliant with ASTM D6954).

When exposed to sunlight, oxygen and/or heat, the plastic is initially broken down through oxidation and ultimately becomes available for microbial digestion. The end products of this “oxobiodegradation process” are carbon dioxide (CO²), water (H²O) and biomass. AROMA Therapy products will minimise your environment footprint, whether they end up in landfill or anywhere else.