The Executive Housekeeper 14_1

The ExecutiveHousEkEEpEr

Volume 14 No. 1PP 322210/00016

Front Cover:Green Island Resort,

Great Barrier Reef, QLD


3 Publishers’ Message

5 PHAN News

10 PEHN News

12 FNPHN News

14 SEQPHA News

17 Getting hot and sweaty in bed?

23 Choosing the RIGHT Microfibre for Your Facility

25 Showing Your True Colours with Colour-Coded Cleaning

29 Australian Inventor Tackles Global Bed Bug Pandemic

31 Keeping it Safe

34 Loose Lips Sink Ships

36 A Warm Smile and a Friendly Greeting

37 Sometimes Big Isn’t Beautiful

38 Healthy Definitions – Not as Clear as You First Thought?

41 GM Profile – Mark Wilkinson

Volume 14 No. 1

Contents 42 Inspection: How reducing it can improve quality

47 Thinking Management – Quality goes better with Integrity

48 Green Island Resort

51 Profiles

54 Technology is a must for tech-savvy hotel guests

59 Introducing an Asia/Pacific First – Hotel Hospitality + Design 2010

62 Innovation in Housekeeping improves efficiency

64 Is Your Email Culture Strangling You?

67 Life insurance that doesn’t hurt the hip pocket

68 Improving Waste Management Systems

70 Product News

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The Executive Housekeeper | Vol 14 No. 1 | 3

Perhaps the greatest demand made by the public on the hospitality

industry is for value and cleanliness when staying overnight or over several days at any hotel. The success of cleanliness rests solely with a staff of good and reliable housekeepers. For this reason your publication, The Executive Housekeeper continues to bring you various topics prepared by writers who are respected within this industry.

There is a wide range of diverse subjects in this latest issue, such as Grevis Beard’s informative article on Employee Misconduct, and how best to handle it. Then Col Nation, the CEO of Woolsafe, answers one of the most asked queries that we receive – The Cleaning of Mattresses.

We all know how using cleaning cloths in multiple areas can lead to problems with cross-contamination. Well, the solution is colour-coded cleaning, and this subject is tackled in this issue for you

Publisher’s Messageby Eric Gaudet. We also thank George Nikols for his most interesting feature on what is the latest technology available for hotels.

Our front cover for this issue is of course Green Island. This subject spills over into a picture spread including Sue O’Donnell, the Rooms Division Manager there, who along with her staff, faces up to the challenges of housekeeping on an island away from the mainland. We also have our usual Profiles, including one on Chona Ogilvie, the recently elected president of PHAN.

Finally, we have included a tribute to the popular Fay Jamieson, who sadly lost her fight with cancer late last year. It was a pleasure to have known this delightful lady who was a long-time solid supporter of this publication from the time she ran the business Coronet. Sincere condolences to her family from all at The Executive Housekeeper. n


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PhANNews PHAN committeeThe new PHAN committee as voted at the AGM on 17th March:

President Ms Chona Ogilvie Four Points by Sheraton [email protected]

Vice President Ms Grace Esogon Sydney Harbour Marriott [email protected]

secretary Ms Zarife Melick The Menzies [email protected]

Treasurer Ms Nela Neves Holiday Inn Darling Harbour [email protected]

Assistant Treasurer Mr Kevin Ball Fraser Suites [email protected]

Committee Ms Maureen Jolowicz Radisson Plaza Hotel [email protected]

Committee Ms Lalini de Silva Star City [email protected]

Committee Ms Kamila Smirski Shangri-la Hotel [email protected]

Committee Ms Tina Tian Four Seasons Hotel [email protected]

Committee Ms Elizabeth Vega Wyndham Vacation Resorts [email protected]

Recent PHAN News and Events

bed bug Workshop held on 12th November at holiday inn darling harbour attended by 25 PhAN members

The Bed Bug workshop was held on 12th November attended by 25 PHAN members.

The workshop was hosted by Nela Neves at Holiday Inn Darling Harbour and was sponsored by Sealy, AL Hayles and Bed Protect

Participants itched their way through the presentation by Andrea Galanis of Bed Bug Barrier.

Topics included the Bed Bug pandemic which is threatening to become epidemic. The impact of bed bugs on the Accommodation Industry and what has caused the increase? What are bed bugs and what makes them active? Where do they come from and where do they hide? What to look for when looking for an infestation. Prevention and treatment.

The event was followed by a cocktail party, fabulous food and drink provided by Nela’s F&B team.

See further details on the Bed Bug Barrier in this issue.

Accommodation linen Visit

On a warm humid Sydney summer afternoon, Thursday 4th February, 16 members of PHAN boarded a coach chartered by Accommodation Linen to visit their operation in the inner city suburb of Marrickville. The journey took around 30 minutes, plenty of time to catch up with colleagues and share the latest gossip!

We were greeted by Andrew Rankin, Managing Director. Accommodation Linen is a supplier of bed linen and toweling to the hospitality industry, hospitals, aged care and some retail. They are the sole NSW distributor for Actil products.

Firstly, there was a viewing of their large warehouse and distribution centre. In order to facilitate the safety of the Housekeepers (we all know how important OH&S is) the fork lift operation was closed for the afternoon and there was no congestion in the aisles!

The warehouse was fascinating and we learned about the different requirements of the “city” properties and the “country” properties. Andrew described the latest trends in colours and requirements of the different market segments. We even learned a little about the expectations of hospitals including plastic pillows! We all agreed that the business is far more complicated than we would have imagined and that strategically if the wrong decision is made, for example toweling colour choices or specific fabric types a lot of money could be lost.

Next we moved inside to the air conditioning which was appreciated by all.

We enjoyed an afternoon tea. Products were showcased including the latest and greatest with plenty of time to look, feel and ask questions. Finally we were treated to an educational talk from Yvonne Carbone.

We were very privileged that Yvonne could address us, she is the Global Quality Control Manager for Actil. Yvonne has worked for Actil for

over 30 years and is passionate about the industry and the products. Yvonne gave us an informative and easy to understand overview of the different products that hotels use.

We all left with an understanding of how sheeting is produced, what is meant by thread count and the different mixture combinations available including the various advantages and disadvantages. At the end there was question time with Yvonne applying her vast knowledge to answer our outstanding queries. As we know linen is normally the single biggest commodity that a housekeeping department purchases. The whole group benefitted from this insight into of how a linen supplier operates.

A big thank you to Andrew and Accommodation Linen for their hospitality and for sharing their knowledge with us

The next part of our trip was the social aspect! Zarife from the Menzies had organised a table at the renown Greek restaurant The Athenaeum. We chose the banquet menu and I we did not go hungry,

some didn’t even have room for the desert which was sacrilege, we will go easier on the entrees next time!

As you can imagine a great evening was had an all and yet again another enjoyable and successful PHAN event.

housekeepers Christmas Trip to hunter Valley

Sponsored by Paul Tsalikis of Valitel Commercial

We would like to say a huge “Thank you” to Paul Tsalikis of Valitel Commercial for organising this wonderful trip for the Housekeepers. We certainly enjoyed the day and gave us a chance to relax and have a good laugh.

26 Executive Housekeepers and managers arrived on the dot at the Menzies to board the luxurious bus to take us to hunter valley. It was a beautiful day and the weather was perfect. Ms Chona Ogilvie from Four points armed with a cup of coffee ticked off the list

and we are ready to enjoy the day. Chona did a great job coordinating the trip and everything went well according to plan.

Our first stop was at Tempus Two of which we are seated on a classroom style and have our first taste and lesson of the day about different types of wine. Next door of Tempus two is the “Smelly shop” of which we enjoyed cheese tasting and different types of olive oil dips. Different flavoured ice cream was the most popular for some of us. I spend a fortune on the truffles and that was sumptuously delicious – no regrets. I think Zarife and Manjula from the Menzies were also hooked as we are the last one to board the bus on our next destination.

Next stop is lunch at the Peppers famous “Chez Pok” restaurant of which we enjoyed a delicious 3 course meal and we have a taste of VIP treatment. A few minute after lunch I joined the smokers outside and just enjoyed the view.

continues next page >

lasting not only saves money – but the time and effort involved in the red tape of even generating a purchase order to begin with!

Double sided covers are a plus in the accommodation industry where you will always get a guest that will scorch and completely ruin a cover in one go. No need to replace it – just turn it over before the next guest checks in. Simple. Because a Sewroo Ironing board cover is padded, there is no need to order and fit annoying foam or felts either. Not to mention they are machine washable and easy to fit with no ties or clips. Sewroo offer a variety of patterns and plain colours to suit any décor and a variety of sizes to fit any board.

Become part of a growing number hotels and resorts across the country that are already enjoying the many benefits of using ironing board covers supplied by Sewroo Products. These hotels and resorts include Hilton Hotel Brisbane, Mantra South Bank, Hills Lodge Grand Mercure, Crowne Plaza Alice Springs, Hyatt Canberra, Holiday

Inn Surfers Paradise and Sheraton Mirage Resort and Spa.

For the convenience of a reliable easy to deal with supplier that you can count on the only name you need to remember is Sewroo Products. Call today for genuine Aussie service and quality you can trust.

If you would like more information about finishing your rooms with a Sewroo ironing board cover, please call 07 5564 0304 or email [email protected]. n

immaculate rooms with stylish decors beautifully kept… and then you open the cupboard and

pull out the ironing board. Tatty, torn, barely padded, hanging off the board. This overlooked detail can bring a guests whole experience down (particularly business travelers). After visiting various hotels and resorts across the country, leeanne and graham schultz (owners of sewroo Products) saw the need for a better quality ironing board cover to be supplied to hotels and provided to guests.

Since then, Sewroo Products started supplying their high quality ironing board covers to accommodation houses across the country and have been doing so for the last 10 years. In this time their name has become synonymous with quality and durability. Manufactured using 75 gram cotton thread, minimum 60/60 weave cotton fabric and industrial strength 20/20 lap elastic, a Sewroo ironing board cover will last longer. Longer

A D V E R TO R I A L

8 | Vol 14 No. 1 | The Executive Housekeeper

Last stop is at The Pepper Tree of which we are treated to a relaxing rainforest back drop for our next lesson on wine tasting. Our host from The Pepper Tree keep us entertained by making us guess on type of wine we were tasting. On the way back to Sydney our hospitable bus driver suggested to stop for a box of Mangoes and Cherries of which some of us took advantage.

The whole trip was perfect and it gave us time to have a good laugh and unwind. The day was so relaxing that some of us catch up on a much needed nap on the way back. Our bus driver was excellent and I don’t even feel the bus is moving – next minute we are back in Sydney. The Phan Committee also organise a wrap Christmas present for everyone. Thank you to Zarife and Manjula from the Menzies for wrapping the presents and Kevin Ball from Fraser apartments for organising and storing the presents. n

PhANNews (continued)

PehNNewshello to everyone! it’s been a very busy start to 2010

and unfortunately we haven’t been as active as usual with everyone being so busy in the daily running of their departments. We do have some upcoming events planned. We will bring you more next issue.

PEHN 2009 – 2010 Committee MembersMonique Russell (Melbourne Marriott) President

Marian Stratford (Crown Towers) Vice President

Jenny Trimboli (Alto on Bourke) secretary

Christina Pak (BlueStone Personnel) Treasurer

Deb DeSmet ( Triangle Z) Committee

Karen Bingham (Crown Towers) Committee

Lynabel Carreon (Clarion Gateway Suites) Committee

Margaret Fernandes (Radisson on Flagstaff) Committee

Melissa Starbuck (Sealy) Committee

Future Events Planned for 2010May Associate Member (Supplier) sponsored event

July PEHN Sponsors the Victorian Accommodation Awards for Excellence in Housekeeping – was won this year, by Marian Stratford – Crown Towers Hotel for outstanding contribution to Housekeeping

Biannual Housekeeping Awards

Membership Renewals 2010 – 2011

september Annual General Meeting

November The infamous Yearly PEHN Christmas Party


As well as love being in the air, so was there a lot of fun and frivolity on the annual FNPhN bus Trip held on Valentines day this year. Many

thanks to Jean lapthorne (exec housekeeper sebel Cairns) for organizing an Avis 25 seat bus, ably driven by “commentator extraordinaire”, Meagan, from the Cairns Colonial Club.

All members gathered at the Colonial Club and departed at 8:45am for our first stop at the famous Rex Lookout half way to Port Douglas. Out came the champagne and orange juice ( thanks to Mary Roach (Exec Housekeeper Rydges Tradewinds) and Pat Wilson (FNPHN

FNPhNNews By Mike TAYlor, Acting President

Secretary) for what was the start to a great day. (see group photo). Chatter and gossip was rife with all taking in the breathtaking views the lookout has to offer. Leaving the lookout, Rae Read, (Exec Housekeeper Cairns Colonial Club) handed out the “Ode to a Housekeeper” which we all sang with great merriment especially after the champagne. This became more raucous as the day wore on. Meagan, our driver also kept us amused with her dry subtle humour as we headed to our breakfast stop at the Rainforest Habitat in Port Douglas. What a feast, “Breakfast with the Birds” was the theme for this venue with low flying brightly coloured lorikeets swooping over the tables as we enjoyed a tropical breakfast. This was followed by a leisurely stroll through the habitat amongst the kangaroos emus and …yes, crocodiles.

Back on the bus to the first of three properties, Oaks Lagoon Resort, followed by Rydges Sabaya and the Peninsula Boutique Hotel. All three properties offered different styles of accommodation and facilities which gave the members much to discuss with the various hosts of each property.

Property inspections finished, we headed off to a BBQ lunch hosted by Marie Bereton from Scuttle and husband, Jonathon. A BBQ that can only be described as a banquet of decadent indulgence. An array of BBQ’d meats, tropical fruits, enormous salads, copious quantities of champagne, wine and softer refreshments followed by the most enormous, mouth- watering, delectable never ending ice cream cake one could ever set their eyes upon. There was almost a hush in the room as the ice cream cake was devoured slice by slice. Thank you, Marie and Jonathon for a truly fabulous lunch.

With all stomachs as full as they could be, we said farewell to our hosts and managed to lever ourselves back onto the bus all wondering how on earth we devoured so much food !!, only to head off to our next and final “mystery” stop enroute back to Cairns.

Mike Taylor ran the raffles, well, as best he could !!!, with some great prizes donated by Frenkel Textiles (thanks Bruce Frey), Sebel Cairns, and Carolyn Rasmussen, (previous FNPHN President).

Ah, the mystery stop, we arrived at Turtle Cove Resort, eyebrows were raised, apprehension setting in, a little shock treatment perhaps ??, we are at Cairns premier beachfront gay resort for Champagne & Gin cocktails known within the resort as “On your Knees” and, well, I just can’t seem to get the keyboard to write the name of the other one! . What can we say, the cocktails were great and everyone, well almost everyone enjoyed the moment as well as the drinks. A mystery stop that won’t be forgotten.

All aboard the bus again for final raffles on the way home with all members feeling the effects of a very relaxing day filled with great food and fine wine and good friendships. n

FNPHN Members on the Valentine’s Day Bus Trip

One of our breakfast companions!


seQPhANews

happy New Year! Well, we have all been busy with the holidays and now it is time to get down to organising functions for 2010.

We had a lovely Christmas Party in December that Marie Brereton sponsored and along with the help from her lovely daughter Joanne it was a delightful evening with spectacular views of the gold coast.

We had our first Function of the year with a breakfast and the AGM at the Sofitel, Broadbeach; it was a wonderful turnout along with our fundraiser raffles. The newly elected Committee is as follows:

President: Libby Sharp – Executive Housekeeper – Sofitel

Treasurer: Melissa Bent – PC Corporate

secretary: Kerry Dowen – Concept Ammenities

Committee:

Geraldine Langston Consultant

Poppy Farry Supplier

Colleen Da Costa Supplier

Gavin Lysaght Executive Housekeeper – Hyatt

Wendy Robinson Executive Housekeeper – Sea World NaraResort

Jill Perkins Assistant Housekeeper – Sea World NaraResort

Zuzi Solnicka Supervisor – Sea World NaraResort

Peggy Leary Supervisor – Sea World Nara Resort

Denise Miller Executive Housekeeper – Watermark Hotel

Jan Hailes Executive Housekeeper

Colleen Reynolds Executive Housekeeper – Southport School

At the AGM we informed everyone about a lovely lady, Fay Jamieson, who died late last year from cancer. Fay was Ex Director of Coronet Uniforms. Fay was a big believer in charity and was always there to lend a helping hand to those less fortunate. All of Fay’s friends and colleagues are having a fundraiser in Melbourne to raise money for a Monitor Machine that will be plaqued in memory of Fay and donated to the Royal Children’s Hospital as this is a much needed item for children suffering from cancer. SEQPHA has donated $400.00 to help with this appeal.

This issue, I want to tell you about some one very special:

Being an Executive Housekeeper you always need the support of your GM, and being in this industry for well over 25 years and only working in 5 star hotels, I have come across some great General

libbY shArP, President. SEQPHA


Managers, but nothing like the one I have now , his name is Mark Wilkinson. I came to Sofitel Broadbeach with a lot of challenges but every step of the way I had so much support from this man and still do to this day. This man walks the hotel every morning and goes to all departments and acknowledges all staff members. He is a tough GM and watch out if you do not know the forecast or the average rate. His saying is you cannot bank percentages, but he gets the results along with respect from all his team. This man can walk into a morning briefing late and says sorry I had to make school lunches or I am leaving early to drop the girls to a party. He has also come in to say I had four women in my bed last night and got no sleep, no it is not what you are thinking these four women are his lovely wife Julianne, and his daughters Tabitha, Audrey, and Chelsea. Mark’s wife is in her last year at University studying Nursing so Mark plays Mr Mom and GM. He combines both roles so well, along with motivation and support to his team and family.

Mark is also on the Advisory Board for Bond University Tourism and Hospitality, along with being Head of Food and Beverage Committee for Sofitel Australia and was New Zealand Hotel Manager of the Year in 2007.

I feel privileged to work with this man and have so much respect for his achievements and humanistic character.

You will notice in this issue a Profile on Mark Wilkinson - it’s great reading. n

obiTuArY FAY BEVERLEY JAMIESON 1947-2009

Most executive housekeepers will have at some

time in the past met or heard about Fay Jamieson who along with her husband and business partner John, owned and operated Coronet Fashion at Work based in Melbourne. Their company was one of the leading suppliers of quality uniforms to the hotel and

hospitality industries for many many years.

Sadly Fay lost her two year battle with breast cancer on December 2nd 2009 at the age of 62.

Fay was an active member of The P.E.H.N. in Melbourne as well as a supporter of all Executive Housekeepers everywhere and had great respect for the work they do. Likewise they for her. Fay was a high achiever in all areas of her life and gave generously of herself and her time to all who met her . She had an inimitable sense of humour and a fantastic laugh which I think we will all remember. Fay retired in September 2007 when she and John sold the business.

In the last year, they completed the building of their beach house at St Leonards in Victoria which was to be their haven away from the city.

Fay is survived by John, her mother, a brother and sister, three children – Tania , Kylie and William and seven grandchildren.

We shall all miss her but we will remember a well-respected and wonderful human being and celebrate a life well lived.

Vale Fay. n

- barbara sargeant


We spend around a third of

our lives in bed.

With so much time spent in bed and with the variety of lifestyles of our guests,

our mattresses can take quite a bit of punishment. This can take the form of tea coffee and other beverage staining, sweat staining, urine and other body substances that most of us don’t really want to think about, let alone have to deal with.

Linen is obviously changed with each departing guest and every few days for extended stays, but the mattress itself is a different story. A cotton sheet offers little protection from a very sweaty guest, or worse still, one who was not able to make it to the bath room on time after a night on the town. Even if the guest has been exceptionally careful and is a normal, clean and healthy person, they will still shed skin cells and emit gasses and a certain volume of moisture vapour from breathing and sweat during the course of a normal good night’s sleep. This can cause odours and stains to build up over a period of time.

So how do we deal with the problem of a soiled or smelly mattress?

Mattresses, like most upholstered items, are really not designed with cleaning in mind. They are too expensive to be throwing them out when ever we have a slight stain or odour, however the next guest will certainly object if the mattress smells of the last garlic eating, beer swilling guest.

Getting hot and sweaty in bed?By Col NATioN

It’s a bit hard to jam a mattress in a washing machine. So what are the alternatives?

1. Dispose of the mattress altogether and buy a new one.

2. Clean it on site.

3. Clean it off site.

4. Don’t clean it at all and hope no one will notice if we cover it in clean linen and spray lots of pretty deodorant in the room.

Option 1 is too costly.

Option 2 is great if you know how, or can find someone who can provide this service, but the mattress may not dry quickly and this puts your bed (and rooms) out of action for a day or so.

Option 3 is great if you have spare mattresses to replace the ones that are away for cleaning.

Option 4 is the way that some establishments will deal with the situation at hand and will wonder why guests don’t return.

So there are options to solve the problems. Offsite cleaning (option 3) may be available in some of the larger capital cities. One of these involves total immersion of the mattress in special tanks and then roller or press squeezing to remove the water. This is a bit like a larger version the old wringer washing machines that our grandmothers (okay, you caught me out,,, I ) used to have before the invention of automatic washing machines.

This system is great and can rinse out body fluids (especially urine) and the like that no other system can replicate. This is quite tough


on the mattress and only well constructed mattresses can survive the process. The machinery is quite specialised and must have the customer base to warrant the expense to set up, so this service may not be available in regional centres.

This leaves us with onsite cleaning as the only practical solution for many accommodation providers.

There are a number of options here.

Option A. Do it yourself and run the risk of over wetting and damage.

Option B. Get a carpet and upholstery / mattress cleaning contractor to do it because they have the experience and expertise.

Option A. Mattress cleaning can be carried out by your own onsite cleaning staff using normal Hot Water Extraction (commonly called “Steam cleaning) equipment that you may use on your own carpet or upholstery. The mattress is after all just upholstered goods. But in saying this, keep in mind that they are not designed with cleaning in mind, and can pose a few problems for the inexperienced operator.

You will need to source some good quality upholstery cleaning detergents to lessen the risk of damage. These can be found by asking for WoolSafe Approved detergents. The WoolSafe Organisation is an independent testing authority that certifies products for use on wool carpet and upholstery. Manufacturers submit their products for testing and if proved safe are certified as WoolSafe Approved. Products carrying the WoolSafe logo independently tested for safety on wool and are therefore safe on other natural and synthetic fibres as well. They are also safe for the operator and do not leave harmful residues. This makes them ideal for this purpose.

Option B. There are a number of specialty mattress cleaning services around the country that offer this service, but nearly all carpet and upholstery cleaners can do it as well. Looking for a WoolSafe Certified Operator makes the choice a lot simpler. These operators are highly trained and are experienced. They have to be in order to become WoolSafe Certified. They must use WoolSafe Approved products when cleaning wool and will usually use this for delicate fabrics as well.

But there are limitations.

Hot Water Extraction or other onsite methods cannot penetrate very far into the upholstery. So urine, blood or faecal soiled mattresses are often not treatable. This of course will depend on the volume of body fluid involved. A couple of drops is usually not a problem but a litre or two will definitely have soaked into the padding materials underneath and these cannot be dealt with by using external cleaning processes like Hot Water Extraction, Dry Solvent Extraction, Absorbent Compound Cleaning and the like.

Whoo I hear you say ,,, What are these things you are talking about?

Okay, I’ll take a step back here and explain these systems. But first we have to know a bit about soiling.

Soiling can be categorised into four main groups. (i) Dry soils, (ii) Water soluble soils, (iii) Oily soils and (iv) Colour changes (Dyes and bleaching).

(i) Dry soils on a mattress are skin flakes, fibre particles and normal dust which consists

mainly of the first two plus what ever is in the local environment such as mould spore, leaf litter and polluting particles. This type of dust usually attracts the dust mite which feed of the dead human skin cells. People can be allergic to the dust mite and what they leave behind. This can cause asthma attacks in susceptible people. So dust is something that needs to be removed on a regular basis.

We can remove a lot of dry soils by vacuuming. A vacuum cleaner with a revolving agitator head is ideal for this purpose. You can buy the attachment for a normal suction cleaner for around $100. The agitator head vibrates the fabric to dislodge the soils and then the vacuum pick up the loose dry soils.

(ii) Water soluble soils need to be re-dissolved. We can do this with the Hot Water Extraction process. We apply a detergent first by simply spraying it on giving it a brush in and then rinsing it off with the Hot Water Extraction (HWE) machine.

The advantages of HWE are that it can remove a lot of different types of soiling. If we know how to use the right chemistry we can deal with a lot of problem soils including the oily soils and many of the stains.

The disadvantages are that it can only penetrate through the outer fabric covering and cannot deal with heavily soaked in soils like larger urine and blood spills

(iii) Oily soils. A Dry Solvent Extraction (DSE) machine works like the HWE machine except it is designed to pump and retrieve dry cleaning fluid.

The advantages of DSE are that dry solvents are very safe on most fabrics.

The disadvantages are that dry solvents only work on the oily soils. They are not good on water based soils or stains, plus they produce large volumes of dangerous solvent fumes which may cause OH&S issues for the operators and guests in adjacent rooms. The last thing you need is workers in Tyvec suits and breathing apparatus working while guests are trying to relax nearby.

Given that most soils are either dry soils or water soluble soils, and that HWE can deal with all of these including the oily soils and many stains, it makes sense that HWE is the more logical choice of cleaning method.

Getting hot and sweaty in bed? (continued)

Col Nation is a cleaning industry trainer with a long history of experience, especially in carpet technology and maintenance.

The daniels Associates conducts training in Hospitality with a focus on cleaning for health. Check out www.danielsassociates.com.au for more information on training options.

www.woolsafe.com.au can provide a list of highly qualified carpet cleaners that can provide a range of services to both domestic and commercial carpet owners.

(iv) Dyes and Bleach marks require special treatments. It is mostly going to be unviable to deal with bleach marks on a mattress. While bleach marks are repairable on wool and nylon carpets, it is not possible on mattresses because they are usually cotton, polyester, or a blend of the two, and neither of these will accept the type of dyes that can be used to correct colour loss on carpets.

Dye stains such as red cordials and wine stains are relatively easy to treat with HWE using some special dye removal chemistry. This is not really practical when using DSE or Absorbent Compound Cleaning.

What’s Absorbent Compound Cleaning you may ask? It is often referred to as Powder Cleaning. This is where a solvent or detergent saturated powder (absorbent compound) is sprinkled over the surface of the carpet or fabric and brushed in. You then wait for the powder to dry and then vacuum it off.

Advantages of this system is that it is dry very quickly and they can make a lightly soiled

mattress smell better quickly and easily and have the mattress back in action pretty much the same day. You can do it with a normal vacuum cleaner fitted with the Agitator head I mentioned earlier.

The disadvantages is that it is very limited in it’s ability to penetrate and remove soils, especially with the solvent saturated types of powder cleaner.

What are the costs involved in mattress cleaning?

It is going to be fairly labour intensive no matter which method is used. What ever it is, it is still bound to be way less than the replacement cost of a new mattress. It is certainly going to be way less than the lost income from guests who will not return or complain about the smelly mattresses on the internet or TV current affairs program which can ruin the reputation of even the best in accommodation around the world.

So considering the amount of time that our guests spend in bed and that after all, is the

prime reason they rent rooms, I think that a maintenance and cleaning budget should allow for the occasional treatment of the mattresses to keep them clean and hygienic.

A sensible alternative of course is to buy some decent, removable, impervious mattress protectors and launder them after each guest. They will fit in a washing machine a heck of a lot easier than a whole mattress. n



one of the great challenges for managers in the cleaning industry is to ensure cleaner,

safer, and healthier facilities while keepingcosts and work-related injuries to a minimum. And, whether your facility environment lies within hospitality, healthcare, education, or property management, the goals remain the same.

When it comes to floor care, end users want tools that help get the job done faster, easier, and without back pain. Let’s face it – there’s a lot of labuor involved in floor maintenance.

In an industry where time is money and back injuries are the number one reportable workplace incidents, daily floor care tools need to offer cost-savingfeatures and benefits that directly impact worker turnover, well-being, and productivity.

Microfibre products, such as lightweight tools, high performance wet pads, dry and dusting pads, and specialty pads (floor finishing and scrubber pads), clean better, faster, and safer than traditional products. As a result, microfibre cleaning is an innovation that is gaining popularity across various businesses and facilities where cleaner is not only better, but better for your bottom line.

All Microfibre is Not Created EqualBefore choosing a microfibre provider, it’s extremely important to understand that microfibre products vary widely. First, there

Choosing the RIGHT Microfibre for Your FacilityBy YiNg ZhANg

are two main types of microfibre textiles available today for cleaning applications: unsplit and split.

Unsplit microfibre, also known as monofilament microfibre, is made up of small filaments (think microscopic threads) of just one material (usually polyester) and is the least expensive type of microfibre to manufacture.

Unsplit microfibre cleans better than traditional fibers, such as cotton, but does not do a great job of picking up and retaining small items like fine dust and microbes.

For optimum cleaning performance, demand split microfibre. Split microfibre is a blend of two materials, such as nylon and polyester. These materials are extruded together as a small filament just like the unsplit microfibre.

The difference is that the nylon is chemically and mechanically split apart from the polyester to create microscopic crevices and openings within the filaments.

When used dry, these crevices trap and hold dust particles and bacteria. In addition, when used with a liquid, dust, dirt, and microbes are sucked into these crevices by capillary action.

What to Look for When Selecting Microfibre

A complete system that includes •microfibre textiles, handles, extension poles, frames, dusting tools, buckets, and carts;

A system offering ergonomic tools •designed to help performance, as well as improve worker safety;

A system with superior durability for •greater economic benefit- this would include microfibrethat can withstand the greatest number of launderings (up to 500 launderings and 200 launderings with bleach);

A system that offers extensive training •and support as an additional benefit -this includes not only online training support, but also field support teams that are available to conduct site audits, lead seminars, and train classes;

And, most of all, a system that can •demonstrate proven performance.

Old Versus NewCompared to traditional cleaning products, premium quality split microfibre textiles enable better, faster, and Greener cleaning that lasts longer. When choosing microfibre, look for a product that:

is proven to remove up to 95 percent •of microorganisms versus as low as 67 percent with standard string mops;

cleans floors 45 percent better than •string mops;

reduces chemical consumption up to 95 •percent versus traditional mops;

removes up to 80 percent more dust •and dirt than traditional cotton dust mops; and

lasts six times longer than traditional •mops.

Complete Microfibre SystemsOther than the healthcare industry, which was an early adopter of microfibre, segments, such as property management, hospitality, and institutions, have also started to embrace it. The rich product offering allows microfibre to be used in diverse cleaning applications, such as dust and wet mopping, general surface cleaning, high dusting, window cleaning, bathroom cleaning, and floor finishing.

Adopting the right microfibre for your facility is about adopting a smart system of tools and textiles that enable cleaner, safer, and healthier facilities. A complete microfibre system helps increase productivity via labor and costin- use, and provides the ability to clean efficiently and effectively, which in turn, impacts the bottom line. n

Microfiber products, such

as lightweight tools, high

performance wet pads,

dry and dusting pads,

and specialty pads, clean

better, faster, and safer than

traditional products. Reprinted with kind permission from Executive Housekeeping Today, the official journal of the International Executive Housekeeping Association (IEHA).

Choosing the RIGHT Microfibre for Your Facility


Colour-coded cleaning programs are intended to help you identify different

cleaning products such as towels, rags, and mops for various departments and wiping applications. There are many advantages to developing and implementing colour coding into your housekeeping program, including:

• Infection Control

• Preventing Cross Contamination

• Differentiating for Specific Tasks/Jobs

• Identifying Between Departments

• Helping to Bridge the Language Barrier

• Simplifying Employee Training

• Improving Consistency

infection Control & Preventing Cross Contamination One of the most important aspects of colour coding is the emphasis on infection control and preventing cross contamination between different departments and wiping applications. Recently, with the increased public awareness surrounding the HINI virus and other serious outbreaks including MRSA, E. Coli, and Salmonella, it is crucial to make sure that you are not a factor in contributing to the spread. In fact, in many healthcare and hospitality settings, staff members often use discarded

Showing Your True Colours with Colour-Coded CleaningBy eriC gAudeT

linens for cleaning rags. This is becoming a serious concern because when staff members use discards as rags, they sometimes grab unwashed towels that were being used by patients, thus contaminating surfaces they clean rather than sanitizing them.

By making sure you have a solid coded-coded cleaning program in place, you and your staff will help prevent cross contamination by using different collared cleaning products when sanitizing a bathroom than you will in a guest room or a food preparation area. It is also important to remember that for proper infection control when cleaning specific departments, you should always begin with the cleanest areas and finish with the dirtiest.

differentiating for specific Tasks, Jobs, and departments Generally, a small handful of colours are used to represent cleaning different departments in a facility or for particular tasks or jobs. Below is an example of colours used for specific departments or applications based on the general trend that has emerged in the industry:

red: Used in areas that have a higher risk of cross contamination and spreading infection. Most commonly used for cleaning restroom areas including toilets and urinals.

Yellow: Used in cleaning objects and surfaces in guest and patient rooms.

green: Used in areas where food is handled and prepared.

blue: Used in lower-risk areas such as common areas and for general purpose cleaning of surfaces such as glass and mirrors.

When implementing your colour-coded program, you may want to consider matching the colour of your towels, rags, and mops with the colour of the chemicals or bottles you are using to clean. For instance, if you are cleaning windows using a blue spray bottle, match them up with blue towels.

employee Training & bridging the language barrier Any given cleaning program will only work as well as those using it understand it. Implementing a coded-coded cleaning program using different collared towels, rags, and mops to represent each task, job, or department will help to eliminate confusion among your staff while also simplifying their training. Also, posting a chart to visually portray illustrations representing your coded-coded program can be very helpful and beneficial for training employees as well as ensuring the consistency of your program.


Colour is a universal language and by applying it to your cleaning program, you will be breaking down any language barriers between you and your staff. This is extremely important, as it removes the degree of uncertainty, resulting in your entire staff cleaning correctly.

improving Consistency Another reason to institute and use a coded-coded cleaning program is that it can help to ensure that everything is done consistently each time, regardless of the staff member responsible. Colour coding gives your staff the same instructions and tools to accurately and responsibly perform their jobs. Improving the consistency of your cleaning program is a win-win scenario for everyone including supervisors, staff, and guests. For supervisors, colour coding allows you to make sure that proper cleaning practices are in place and are being successfully implemented. For your staff, colour coding will help them become more effective and efficient. For guests, they may not be aware that coded-coded cleaning is being used, but they are benefiting from a cleaner, safer environment. Also, by not using discards in front of patients or guests in a healthcare or hospitality setting, they won’t have uncertainty that their linens are clean and safe to use.

When it comes to setting up your coded-coded cleaning program, there are several different towel, rag, and mop options available, depending on the application and the departments you wish to focus on. Some of the most popular choices for housekeeping programs include:

• Terry Towels: Terry cleaning towels are often popular because they are professional-looking, 100-percent cotton, absorbent towels. For general cleaning, towels that are approximately 16” x 19” are most popular, often referred to as a bar towel within the industry. Terry towels are usually available in an array of colours and styles, including white or white with a colour stripe down the middle. Using a collared towel or one with a differentiating stripe will also help to prevent mixing cleaning towels with guest hand and bath towels. Terry is a material that is ideal for general cleaning of walls, counters, and bathrooms, but is not recommended for lint-free cleaning.

• huck Towels: Huck towels are durable, lint-free, 100-percent cotton towels. Hocks also make an excellent choice for general cleaning and work well on glass, furniture, and many other cleaning applications. These towels are also a good choice for any food service environment because of the texture of the material. Huck towels are usually available in a wide variety of colours, including white.

• Microfibre Towels and Mops: Microfibre is a lint-free synthetic material that has been around for nearly a decade, yet has become one of the most preferred cleaning materials used in the housekeeping industry. Microfibre is constructed with millions of microscopic hooks that attract, absorb, and remove all kinds of dirt, dust, and bacteria from surfaces. Microfibre traps the dirt, dust, and bacteria until it is washed, so the same towel or mop head can be used for a longer period of time when compared with traditional cleaning towels and mops. Microfibre is also popular because of its versatility and ability to clean without the use of chemicals. Towels and mops are safe on most surfaces from counters, floors, walls, and windows to electronics, wood, stainless steel and stone. Microfibre towels and mop pads are available in many colours, sizes, and styles and make a great addition to any coded-coded cleaning program.

• disposable Cloth-like Paper Wipers: If you are looking for a disposable coded-coded option, cloth-like paper wipers are a great alternative to towels and rags. Cloth-like paper wipers are ideal because they are very durable and low in lint. You may be limited to colours such as white, blue, and red, but with these options, you will still be able to differentiate.

All of these options listed above are made of different materials which can further help to distinguish what to use for a specific task.

There are many ways to get started with a coded-coded program and there are several wiping and janitorial companies that will help you customize a program to fit your specific needs. Remember: When developing a coded-coded program, keep in mind that it is important to keep it simple to learn, understand, and use. n

Showing Your True Colours with Colour-Coded Cleaning(continued)

red cloths are

generally used in areas

that have a higher risk

of cross contamination

and spreading infection,

such as restroom areas

including toilets and

urinals.


Australian Inventor Tackles Global Bed Bug Pandemic

“In the US you see some hotels go to extreme lengths to monitor bed bugs. Some firms offer the services of a trained sniffer-dog that can detect bed bugs in a room. The only problem is, guests tend to be alarmed at the sighting of a trained Beagle scouting the premises, thinking there’s a bomb scare!”

In contrast, the bed bug barrier is simple and discrete, slotting either under the bed leg or between the mattress and the bed-leg completely hidden from guests.

In less than 12 months this simple and effective innovation has netted Tony an ABC new inventor award, a design patent, a string of global distributors and a loyal band of grateful clients.

“It’s been an amazing 12 months; after witnessing the damage bed bugs did to my business first-hand I’m thrilled to be able to help hotels tackle this problem.” n

For more information about the Bed Bug Barrier, visit www.bedbugbarrier.com.au or email [email protected].

Sitting relaxed in shorts, thongs and t-shirt with

dog Max at his side Tony Abrahams appearance

doesn’t strike the usual imagery one thinks of

when hearing the word “inventor.”

Yet in less than twelve months the lifelong st.kilda resident has gone from running a group of private apartments, to the inventor of an award-winning

product that’s helping hostels and hotels around the world combat the growing problem of bed bugs.

Tony explains “I accidentally got involved with bed bugs six years ago whilst renting out a group of apartments to travellers.

I never knew what a bed bug was until one day a tenant came to me covered in bites. I was horrified to realize that these little blood-sucking bed bugs were attacking my guests. At this point I didn’t realize that they were here to stay and were going to be a nightmare to deal with!”

Tony isn’t the only one to experience the discomfort and stress of bed bug infestations, as the resurgence of Bed Bugs continues to gather momentum in Australian and abroad.

“It’s becoming a very serious, and very expensive problem for hotels around the world,” explains Tony “The costs of treatment of a single infestation can be up-to $15,000, not to mention costs such as replacing mattresses, damage to your reputation and even potential litigation from guests. Prevention and monitoring are the best forms of protection.”

However, prevention and monitoring are a difficult job. Confirming the presence of bedbugs can be a tricky matter—particularly in cases where an infestation is light, recurrent, or when a user has no prior experience in dealing with bedbugs.

Tony set out to make the bed-bug barrier not only useful for preventing bed bugs climbing up the legs of hotels beds (their main source of entry) but as a discrete monitoring solution that is helping hotels recognize and treat the problem before any serious damage is done.

Melbourne inventor Tony Abrahams and dog Max pictured at their local St.Kilda café.


unfortunately, where employee misconduct, such as bullying, is not

addressed in the workplace, there can be many far-reaching, damaging consequences; financial, psychological, legal and personal.

For example, in a recent public case1, a bowling and recreational club in NSW was held liable for over $500,000 in damages to a Sydney bar worker who developed a severe psychological condition after being subjected to what

the NSW District Court found was sustained intimidation, bullying and harassment by her supervisor. The 52 year old woman was so affected by her supervisor’s treatment that she developed a serious and chronic anxiety disorder.

Are you investigating allegations of inappropriate conduct appropriately? Are you improving workplace culture and communication? These actions can both markedly improve staff wellbeing, morale and productivity, and eradicate possible bullying.

Investigating employee misconduct in the workplace It’s never good to ignore warning signs of alleged bullying.

One of the ways in which employers can address risks of bullying and other forms of employee misconduct in their workplace is by swiftly investigating allegations of employee misconduct. The investigation will provide you with a factual basis on which to make a decision regarding the alleged misconduct in the workplace.

Here are some practical tips for conducting workplace investigations2:

(1) Acting promptly

Deal with workplace complaints quickly, courteously, fairly and within established timeframes. All relevant parties should be kept informed of the progress of the investigation. If additional time is required to address the issues, all relevant parties should be informed and advised of the additional time required and reason for the delay.

In the case of Police Association of New South Wales (on behalf of Kim Gilmour) and Commissioner of Police3, the Australian Industrial Relations Commission (AIRC) found that there were unreasonable delays in the investigation which commenced in June 2006 and concluded in

Keeping it SafeBy greVis beArd

January 2008. The AIRC considered this “completely unacceptable”. The AIRC also found that the Respondent was not given details of the allegations until he was interviewed, many months after the investigation had begun.

(2) Communication

Inform all parties involved in the investigation of what they can expect to happen during the process. Allegations should be clearly articulated to the Respondent and the Respondent must be given a chance to explain his/her version of events.

In the case of Bann v Sunshine Coast Newspaper Company Pty Ltd4, the fatal flaw in the investigation conducted was that the alleged misconduct of the employee was not particularised. The Respondent was therefore not able to sufficiently respond to the allegations. For instance, not all allegations were identifiable because they did not include an identifiable event. The AIRC observed:

“It is reasonably expected that if an allegation is made of an employee and the employee is asked for a response, for the response to have a meaningful function - beyond mere proceduralism - then the allegation must have some measure of specificity about it”

(3) support

The person subject to the complaint should be entitled to bring a support person present at interviews or meetings (e.g. union representative, colleague or friend).

(4) Neutrality

Everyone who is subject to the investigation should be treated fairly. The Investigator should never have been directly involved in the incident they are investigating. The Investigator should therefore have no conflict of interest and avoid any personal or professional bias.

In the case of Lohse v Arthur5, the AIRC found that the investigation conducted into the Respondent’s alleged conduct was flawed because the Investigator did not bring an `open mind’ to the determination of the issues and demonstrated either actual or apprehended bias against the Respondent.

One example of the Investigator not appearing to have acted neutrally was when a witness said to the Investigator, in the course of an interview, that one of the alleged comments attributed to the Respondent “intimidated” her and the Investigator impliedly accepted the claim by saying `Yes, I can understand that’. Another example of

the participants in the investigation. The Investigator’s findings should be documented in a written report.

Maintaining a risk free workplace After investigating and responding to a complaint, consider examining the work environment to identify and address any underlying risk factors which may have resulted in the complaint being lodged in the first place. By doing this, you can check whether new or additional risk control measures need to be implemented. For example, an organisation-wide bullying risk assessment could be undertaken that would examine work environmental risk factors and implement risk controls as required.

In any event, check that that staff orientation programs comprehensively cover information on equal opportunity and anti-discrimination policies. It’s also useful to regularly review policies and keep them up to date to reflect current anti-discrimination legislation.

Sometimes employees are afraid to speak out and make any complaints to their employer when they are subject to bullying, harassment or discrimination. The employer may not find out there was even a problem until faced with a critical and/or disgruntled employee at the exit interview. High turnovers in certain divisions can be a sign that something is not quite right in an organisation. Workplace reviews and audits can focus on how employees find the workplace culture, their knowledge and understanding of bullying and how to deal with these concerns. You don’t

need an investigation to conduct a workplace review or audit.

A workplace review is a good way for an organisation to respond to negative indicators or “noise” about workplace problems, such as exit interviews, gossip, or excessive absenteeism. The employer can initiate a workplace review without a complaint being made, or where the employee is not comfortable being named as a complainant.

A workplace audit in relation to employee complaints, discrimination, bullying and other areas of concern provides organisations with a “health check” against best practice benchmarks to ensure that a risk free workplace is maintained.

In SummaryMake sure you investigate allegations of inappropriate conduct appropriately, and examine how you can improve workplace culture and communication. But don’t wait until you have to respond to workplace concerns. Workplace reviews and audits are both proactive ways to bring about improvements in staff wellbeing, morale and productivity, and eradicate possible bullying. n

References1. Bailey v Peakhurst & Recreation Club Ltd [2009]

NSWDC 284 (3 November 2009)2. As also noted on WorkSafe Victoria’s website.3. [2009] NSWIRComm 514. [2003] AIRC 9155. (No 3) [2009] FCA 1118 (2 October 2009)6. [2007] AIRC 613

the Investigator not appearing to have acted neutrally is when the witness said to the Investigator (in reference to the Respondent) “he just disgusted me” and the Investigator impliedly accepted the observation by saying and repeating “I’m not doubting that”.

In the case of Dr Falk v ACT Health operating as the Canberra Hospital6 (“Falk”), the AIRC expressed concern about the way the Investigator in the relevant investigation referred to the tone of the Respondent’s responses as being “patronising” and “sarcastic”. The AIRC observed that an Investigator “cannot afford to be sensitive about such matters and if he or she is sensitive it is likely to affect their objectivity”.

(5) Confidentiality

The process should ensure complaint confidentiality and also ensure confidentiality for the other parties involved. Details of the matter being investigated should only be known by the parties directly concerned.

In the case of Falk (above) the AIRC noted that investigation was not kept confidential. This led to gossip amongst employees and management and the formulation of further allegations to be investigated. This was found by the AIRC to contribute to the lack of procedural fairness in the investigation process.

(6) documentation

Records should be made and kept of all meetings, discussions and interviews with


Loose Lips Sink ShipsBy shirleY delAberbis Executive Assistant Manager, International Hotel Services

As for customers finding that they are missing items on departure or after their room has been serviced, and then playing the blame game… yes, the blame game… “a Room Attendant has taken this or that”...It is true that there are some persons out in the workforce that are… should we say, light fingered… but they, may I say, are few and far between. Trust in this industry is created by honesty and reliability. If we have to discuss a departure room, on departure this room is usually and should always be checked by a Supervisor so it would be the Supervisor’s responsibility to ensure that the room has been cleaned up to the standard that it should have been, and that nothing has been left in the safe, cupboard, drawers under the bed or on or behind any of the furniture in the room, thus putting the onus on the supervisor in charge at the time, and in serviced rooms, where the person in question is the Room Attendant, the Supervisor that is on duty should be the first person advised and the sole person to investigate the said issue. These are just basic principles that should apply, but in more recent times hotel management (not in all cases, but on a regular basis) seems to take these matters into their own hands, neglecting to go through the correct channels to find out the exact problem and/or what has actually happened. This sometimes leads to a breakdown in communication between the housekeeping department and the hotel hierarchy, and also the hotel security, thus leaving the customer unaware as to what is actually happening.

Amazingly with customers, sometimes these items reappear when they find themselves at home, and rarely do they let the hotel management know that they have found the item that they have claimed to have lost, this could, and does, have an effect on morale of Room Attendants, Supervisors, housekeeping management and hotel management. The key word to the whole

Security has always been

a major factor in the

housekeeping and other

hotel departments. With

this in mind, it is very

important that all room

attendants, supervisors

and housekeeping

managers understand

the importance of

communication with the

hotel management in

this regard.

situation of security in a Hotel of any standard is communication, communication, communication. Without this and without a trust factor between all departments, proper logging and tagging procedures, there will always be a breakdown in the security in customers rooms, either in servicing, or departure cleaning ... once again it is a team adventure, it’s a team project, once again working as one can definitely reduce the tension and friction that seems to come from these sometimes not always irrelevant security breaches.

In my time as a Housekeeping Manager, I’ve experienced many of these situations that have been blown out of all proportion, due to lack of communication; it saddens me to think that the passing of the buck and all the blame (whichever way that you prefer to say it) is the easiest way out for the hierarchy. I myself, as a Professional Housekeeping person, now in Management, feel sorry for the intimidation that is sometimes brought upon Room Attendants and other housekeeping staff by hotel management. However, I have no sympathy or empathy for any Room Attendant or Supervisory staff member that displays any disrespect for the confidentiality agreements agreed to on commencing their work at the said property. I would have no hesitation in dismissing any person or persons not applying or abiding by these rules. As I titled this article: ‘Loose Lips Sink Ships’.

It is blatantly obvious that talking out of turn and to the wrong persons can be very derogatory to any business and that modern technology makes this problem a fact of life.This is very unfortunate but a fact of life that adds to the work load of the average and sometimes underestimated achiever. So, all of us as team members should work to avoid this practice… and not work to sink the ship! n

in this modern era, we find that technology has become somewhat of a nuisance with

things such as Facebook and Twitter becoming a method of rapid communication between staff, using these sites to disclose confidential and possibly damaging information about the happenings at certain properties.

This is of great concern in the housekeeping departments and hotel management as it is an essential part of company policy to ensure confidentiality is not broken and disclosed to third parties. These disclosures via these mediums must be eradicated as soon as they occur. First, second and third written warnings then dismissal should be the result for such occurrences.


it’s nice to know in a world that’s full of rage that at least there is one safe haven; inside your hotel.

Everything in this modern world drives us mad. Every straw seems like the last straw. Was it ever thus? I don’t think so. Compared with our state of limitless fury I think 20 or 30 years ago people were calmer.

And what are these spontaneous eruptions about?

They’re about junk mail.•

People who jump queues.•

Any phone call in which you hear the phrase “Your call is •important to us”.

Any call to any company, requiring you to press buttons •5 minutes before you get to talk to a human.

Loud music in public places.•

Delivery men who compel you to take the morning off •then not turning up.

Non-washable keyboards for computers.•

Any kind of body piercing.•

The disappearance of real shops and their replacement •by coffee shops, hairdressers and estate agents.

Tasteless tomatoes.•

Speed cameras.•

Banks that cannot spell your name correctly.•

Bank fees and charges.•

Wording “Conditions apply”•

Missing screws in do-it-yourself assembly furniture.•

Fast food that looks nothing like the photo above the •counter.

Viewing houses advertised by estate agents that look •nothing like the photo in their window.

The term “Ocean glimpses”.•

Viagra emails.•

The mere mention of the words “Tax cuts”•

A Warm Smile and a Friendly GreetingBy sTuArT MulliNs, ESI Recruitment

Take politics. Ministers no longer resign when they do something wrong. They must be forced out at gunpoint. Then they try and sneak back into public life when no one is looking.

In business, Chairmen and Chief Executives stroll away from corporate failures with vast cheques. There is no responsibility. Nothing is anyone’s fault.

Dictators who destroy a country and take safe haven on the Riviera.

There is no one to complain to because everyone is blaming everything on everyone else.

Cars are a focal point for rage. Drivers hate pedestrians as well as other drivers. Pedestrians hate drivers and everyone hates cyclists.

Maybe we are just doing it to one another.

So when next you are standing in the lobby of your hotel. Keep in mind the rage outside and the safe haven you provide, and give a warm smile and welcome to your guests, because we surely need it.

Have a enjoyable weekend. And give a hug to your partner, wife, kids, brothers, sisters, nieces, nephews, mum, dad. n

Sometimes Big Isn’t Beautiful!I am a jumbo toilet rollDesigned for easy useBecause I’m big and bulky thoughI also cop abuse.

I’m designed to be efficient-For the cleaners anywayThey don’t have to change meAs I can last all day.

Female guests don’t like meI make it hard to close the doorWhoever did invent meHas a lot to answer for.!

There are no perforationsOn my long and winding rollIt causes great frustration forI point the wrong way on the wall!

Did anybody ever trial meBecause to use me is a choreAnd that’s why there’s always paperStrewn across the floor.

2 ply or interleavedThe choice is one of manyWhy make it quite so complicatedFor folks to spend a penny

So bring back toilet paperThat’s sensible and strongAdmit it you designersYou really got it wrong!

Barbara Sargeant


Healthy Definitions – Not as Clear as You First Thought? By lYNN MArie boWer, Healthy House Institute

All-Cotton All-cotton refers to stuffing or fabric consisting of 100%-cotton fibres. However, this term doesn’t always mean such items are all-natural or non-toxic. Because of conventional farming practices, cotton production uses tremendous quantities of pesticides, herbicides, and other toxic agricultural chemicals. Inevitably, some residues from these compounds get on cotton fibres.

In addition to chemical contamination acquired through cultivation, wrinkle-resisting chemicals (which can be formaldehyde-based resins), synthetic dyes, and stain-resistant treatments, other compounds are often added to cotton fibres during the milling process. As a result, all-cotton fabric can be, in many cases, very chemically laden. And, be careful about purchasing items labeled “made with organic cotton.” They might not be 100% organic cotton.

All-Natural All-natural means “derived solely from materials or substances in their native state.” These products are neither synthetically nor artificially created. Many natural products are quite benign, but some are not. Lead, ammonia, radon, and asbestos are natural products and they’re potentially quite dangerous. Turpentine, which is made from pine trees, and mint oil, are both natural as well. However, both can be very bothersome to sensitive or allergic persons.

Biodegradable Biodegradable is defined as “the ability of natural biological decay processes to break down complex compounds into simple

Following are terms often applied to healthier household products. Consider them carefully because the meanings may not be what you think.

molecules.” This is truly an asset for any product to have—especially if it’s to be composted. However, at the present time, most potentially biodegradable trash is buried in landfills, and because of the manner in which landfills are constructed, virtually nothing in them can ever biodegrade. The tight compaction of alternating layers of trash and clay in typical landfills generally won’t permit the breakdown of materials—even when they have the innate capacity to do so under normal circumstances.

Interestingly, in a surprising reversal of popular trends, some products are now actually said to be healthy for the environment because they will not biodegrade. Non-biodegradability is promoted as a positive feature because it helps prevent leachate (seepage) from leaving landfill sites and contaminating water supplies.

Hypoallergenic

Hypoallergenic means that a product is less likely to cause allergic reactions than other typical products. You should understand, however, that such labeling is not a guarantee against all allergic reactions that could result from a hypoallergenic product’s use. In fact, in most cases, only the most common types of allergy-provoking substances are removed. In addition, other ingredients in certain hypoallergenic formulations may include petroleum-derived substances, even perhaps formaldehyde, that may not be innately healthful.

Made From Recycled Materials Made from recycled materials is a phrase often used when all or part of an item is made from a previously manufactured

material or product. Corrugated cardboard boxes, some papers, and many glass bottles often have labels stating they’re made from recycled material. This is highly commendable. However, the percentage of recycled material that is used may be quite low. Sadly, at this time, only a limited number of items are created of 100% post-consumer material. Some of the products labeled “made from recycled materials” have actually been manufactured from scrap material left over from factory production. Using material swept up from the factory floor rather than throwing it away makes good environmental sense, but calling it “recycled” can be misleading.

Non-toxic Non-toxic is defined as not being harmful at concentrations normally used. However, most people believe that it means a substance is innately harmless—and this just isn’t so. In fact, according to the U.S. Federal Hazardous Substances Act, a substance can legitimately be called “non-toxic” if it does not cause acute (sudden-onset) health effects. By this narrow, legal definition, some products that cause long-term problems such as cancer or birth defects, or are slow-acting or accumulating poisons, can be called “non-toxic.”

No Preservatives or Biocides No preservatives refers to the fact that nothing has been added to a product in order to prevent or slow the decay process. No

biocides means nothing has been added to kill microorganisms. Many preservatives and biocides commonly used are bothersome to sensitive people, so they routinely avoid all of them, as do many other individuals wanting to live an eco-conscious, chemical-free life.

However some preservatives, such as vitamin C, are generally considered both safe and naturally derived. Small amounts of such relatively harmless preservatives are often appropriate in products that otherwise would have very short shelf-lives. This is especially true for foods, in order to prevent possible food poisonings. Also keep in mind that, if you use a product such as biocide-free wallpaper paste or bathtub caulking, you risk unwanted fungal or bacterial growth. Therefore, some products using less-toxic biocides can be better choices than biocide-free versions.

No Volatile Organic Compounds (VOCs) No volatile organic compounds (VOCs) means that a product does not contain a class of chemicals made up of certain hydrocarbons which are able to rapidly evaporate. VOCs are often found in solvents, paints, caulking materials, household cleaning products, etc. They can be harmful and some are extremely dangerous. However, the natural VOCs released by onions, oranges, and baking bread are considered reasonably safe.

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Recyclable

< Recyclable means an item is able to be reused in its present state or form, or is able to be broken down and reformulated into another manufactured product. This is seen almost universally as a positive attribute. Yet, many companies are not fully utilizing the recyclable items that municipal sanitation departments are amassing through recycling projects and, even today, many communities don’t yet have mandated recycling programs. Therefore, many potentially recyclable materials continue to be buried in landfills, shipped to and dumped in Third World countries, or incinerated. Although being recyclable is obviously an ideal, too much of the material that is called “recyclable” is currently not being recycled because of cost factors, technological limitations, and/or lack of interest.

Unscented Unscented would seem to indicate that a product contains no natural or synthetically derived fragrance. However, some manufacturers use this term or scent-free when the scent has been altered so it can’t be smelled. In some cases—especially with detergents—certain major companies use an additional masking fragrance to cover up or counter the odour of the original fragrance. Obviously, this type of labeling can be somewhat confusing, if not misleading. Unfortunately, for some chemically sensitive persons, the presence of the original scent and the masking fragrances will have an adverse effect. This is because, for them, it’s the chemical composition of the scents that’s bothersome—not the odours themselves. n


Housekeeper, Libby Sharp, who he describes as a dedicated professional and an absolute gem!

Whilst he has never worked in Housekeeping or studied it first hand, his first impression of Housekeeping was one of sheer hard work and dedication to detail. His quick realisation of the importance of Housekeeping and the pressures it faces on a daily basis leads him to motivate his Executive team to help Housekeeping on very busy days to strip beds and help clean rooms. He walks the floors almost daily, which not only gives him a chance to observe the operation but also gives staff the opportunity to ask questions directly. He believes that his support should be visible to all and on occasions will also attend the morning Housekeeping briefing.

Mark believes the individual state Housekeeping networks are of great value in education and support to Executive Housekeepers, but he also recommends that we should all celebrate more the work and innovations we accomplish to increase our profile by exposing our contributions to the hotel operation. In other words, to ensure the Sales and Public Relations departments focus on the people as well as the product in their activities.

Mark admits that while Housekeeping can seem like an unattractive career option, he encourages anybody new to the industry to have a long term vision for their future by working in Housekeeping and being exposed to all departments of the hotel on a daily basis as this may lead to a more rapid promotion through the ranks due to increased knowledge and understanding of a the hotel workings.

He would also advise new General Managers to spend time within the Housekeeping department on a regular basis so that there is understanding of the operation and the issues faced. He believes part of his role is to educate staff to take responsibility for the care of equipment and product so that there is a viable return for the owners and when there is an operational problem, to try and find a solution within the team. He has the support of the Academie Accor on site to help with training and motivation.

When I asked Mark for his personal cleaning tip, he cited the innovative idea that Sofitel has introduced. A tent card is placed underneath the bed with “I also clean here” printed . This card is colour coded for each day so can be checked on a daily basis. Any guest who then drops an item under the bed and bends down to retrieve it will see the sign and be pleasantly surprised.

Talking to Mark, it is obvious he is very proud of his hotel and what it offers the guest in terms of service and the extra French “romantic touches” but he is equally proud of his Housekeeping team. He is truly a Manager from whom others can learn. n

Mark WilkinsonGeneral Manager Sofitel Gold Coast Broadbeach

P RO F I L E

Mark Wilkinson is the general Manager of the 296 room, five star sofitel

gold Coast broadbeach, with a staff of approximately 170. Mark has been in the hospitality industry for 22 years since completing an Associate diploma in Tourism and hospitality at the south brisbane college.

The industry was recommended to Mark by a friend, who had also completed the same course and felt Mark too would enjoy the industry. Like many General Managers, Mark started his career in the Food & Beverage department as a commis waiter on Hayman Island in the late 1980s and then later took a position as Head Waiter in the fine dining restaurant at the Mayfair Crest in Brisbane where he stayed for 2 ½ years. He then moved to work with the Hyatt group of hotels spending 6 years in Food and Beverage and Conference and Catering management at the prestigious Hyatt Coolum and Grand Hyatt, Melbourne.

In 2005 he was appointed General Manager of the Sofitel Queenstown Resort and Spa in New Zealand. Mark managed the opening of the hotel and its subsequent operation for 3 years, before returning to his native Queensland in 2008 to manage the Sofitel Gold Coast Broadbeach.

Talking to Mark, you quickly discover that he has a huge respect for Executive Housekeepers and the work they do, an attitude which is very refreshing and commendable in today’s busy world. He speaks with immense pride of his Executive

“He walks the floors almost daily, which not only gives him a chance to observe

the operation but also gives staff the opportunity to ask

questions directly.”


Inspection: How reducing it can improve quality By AlleN rATheY

Manufacturing companies that react to a high rate of product defects by hiring

more inspectors often succeed in preventing flawed products from reaching the customer, but may fail to correct the underlying problems in the production system; thus, the level of defects-and associated cost-remains fairly constant.

Doesn’t inspection help find the flaws in cleaning processes in order to correct them? Sometimes. But, inspection can also become a crutch and a way to make workers scapegoats for what are inherently system problems. When you put good people in a· bad system, the results are still bad.

This is especially apparent where quality issues are chronic. In this scenario, the reactive approach (a.k.a., inspection) is far more expensive long-term and less effective because a defective product (poor cleaning) costs just as much-and often, far more-to produce initially as a non-defective (excellent cleaning) product, and the cost of inspection and rework adds even more to the total overhead that must be passed on to the customer. This means inspection as a quality-management and systems-analysis tool is costing you money (plenty of it) and making you less competitive.

Also, inspection cannot detect problems built into (or buried in) the system. For example, if workers are supplied with and use vacuum filter bags that are inefficient at trapping fine dust, then it’s not their fault that there is resettled dust on surfaces they dusted before vacuuming-or that building occupants are sneezing. Or, if workers are using a dirty

If you want your cleaning to be of high quality, assign plenty of inspectors, right? Maybe not. While proper inspection can catch poor results before they reach your customer, it is not the same as improving the process or system that produces the results.

water (single bucket) mopping method as opposed to newer techniques that do not redeposit soil, you can’t fairly hold them accountable for build-up. Even when a worker is deliberately cutting corners and leaving dirt in her or his wake, it’s still a problem of the training, management, hiring, and workloading system-not inherently the worker.

Management guru, W. Edwards Deming, who taught the Japanese (notably Toyota) to produce quality products through systems thinking, wrote: “Cease dependence on mass inspection. Eliminate the need for mass inspection... by building quality into the product in the first place.” The goal, according to Deming, was not to eliminate all inspection, but to eliminate the need for most of it (“mass inspection”) by creating systems that produce consistent quality to begin with.

But how can this be applied to cleaning? The foundation for a successful systems approach to work (including cleaning) actually occurred a century ago. According to consultant Colin Butterfield of Group B Services Ltd., “Frederick Winslow Taylor, considered the father of scientific management, one hundred years ago proposed that work should always be done by the ‘best method.’ While some of Taylor’s other views, such as dividing the workplace into thinkers and doers are now seen as too autocratic, the principle of the one best method, or ‘best practice’ is still valid today. Taylor also recognized that breaking down work into clearly defined specialist tasks and training workers to excel in these tasks led to higher efficiency.” Taylor’s work involved a detailed analysis of each work process,


stopwatch in hand, to determine the “one best way” to perform each task.

Specialist or Team Cleaning, properly initiated and managed, is an example of a cleaning system that reduces the need for inspection by building “one best way” methods and quality into the production mechanism of cleaning. Because the work of specialists is more refined, standardized, and consistent, it requires less external inspection.

According to Butterfield: “Since usually only one person is assigned to washrooms, and that specialist is trained in best practices, for instance, it is often only necessary to check one or two washrooms to verify the standard, compared with zone cleaning where one or two washrooms in each zone need to be checked.

“In buildings [featuring]... several zone cleaners, it can be difficult to achieve a uniform service standard. Inspections must be repeated for each zone to assess the cleaning standard, taking up supervision time in repetitive inspections.”

Since sequenced specialists also have group responsibility for the final product and thus, collective interest in quality control, external inspection can also be minimized through internal cross-checks. For example, since the Vacuum Specialist (VS) follows the Light Duty Specialist (LDS) through the building, the VS can ensure all the trash has been emptied by the LDS. Cross-training in the specialties-standard procedure in most Team Cleaning operations-facilitates consistently higher quality because each worker becomes knowledgeable and “aware” about each job. The system also reduces wasted time, redundant work, and inspection through “communication” between specialists.

According to consultant Jim Harris from Concepts IV: “The communication from the Light Duty Specialist (LDS) to the Vacuum Specialist (VS) consists of signals or cues left for the VS. For example, the LDS goes into a conference room, checks it, performs a few light duties, but recognizing the floor is clean, closes the door to indicate to the VS that vacuuming may be omitted. Lights off may also be a sign that an area doesn’t need cleaning.

“As another example, when the LDS enters an office, empties the trash, then dusts and polishes the desk, he or she then signals the VS by the position of the desk chair : if the chair is pulled away from the desk, it indicates the need for vacuuming, but if the chair is placed neatly and in close proximity to the desk, it signals that no vacuuming is needed under the desk.

“The VS carries a note pad and pencil to log any cleaning faults and to inform the LDS at the end of the shift - or before the next shift - of a missed trash can, dusting, or other cleaning issue.

“There are many possible ways or signals the specialists may use to communicate with each other, based on the protocol decided upon together with the supervisor during setup. The concept to understand is that they actually communicate-and systematically.

“This typically requires several meetings: the first week perhaps every day, but after a period of time-when the system is debugged-once a week or once a month.”

Quad scheduling is another aspect of Team Cleaning that ensures little is left to chance (or eventual inspection). Buildings are divided into quadrants, and on each of the four weekdays, one quad is scheduled for detailing, while more in-depth project work is scheduled on the fifth day of each week. This enables all detailing (in addition to routine daily cleaning) to be completed weekly and projects monthly.

But, be warned. Initiating such a cleaning system is not for managers who are faint of heart. The hardest work in deploying a functional cleaning system such as Team Cleaning is that it’s performed by management up front. It involves a rigorous process of examining the cleaning operation (and culture) in great detail, then setting the tone, determining best practices, and scheduling and workloading team specialists individually and collectively.

The strength of the approach is refinement and standardization of methods and tools, training specialists to work in an orchestrated system, and fostering worker involvement as system quality control agents.

You cannot inspect quality into a product; it must be built in to the system that produces it. By building quality into your operation utilizing a system such as Team Cleaning, you can reduce the need for inspection, improve quality, lower costs, and raise customer satisfaction. n

> What is Quality?Dr. W. Edwards Deming asked a group of

his students the question: “What is quality?”

The students had various replies, but he

answered simply by saying: “Quality is pride of

workmanship.” Instilling pride of workmanship

means helping employees find satisfaction in

what they do by giving them the tools - culture,

philosophy, equipment, process, training and

integration of all those elements - they need

to succeed. In an operation where pride of

workmanship prevails, the need for external

inspection is reduced.

This article is based on the principles detailed in the Continuous Improvement module of the IEHA Self-Study Program. Reprinted with kind permission from Executive Housekeeping Today, the official journal of the IEHA.


in addition to the many column centimetres calling for a “return to business basics” there have

equally been as many devoted to the need for consistency in service in the hospitality and tourism industries as a means of establishing competitive advantage.

Many of us have questioned why businesses strayed from the path in the first place, or suggested that the focus on short-term goals only have contributed to loss of purpose and profitability.

As readers would know, I like to read (and I came across a recent article from the Harvard Business School in which 160 companies in the US had been surveyed to discover which had fared best over the period between 1986 and 1996. Bear in mind we had recessions, airline strikes, bursting dot-coms etc, so it was indeed difficult times for the corporate world in general.

According to the report, successful businesses adhered to a 4+2 strategy whereby they implemented sound practices in the four core competencies of Strategy, Execution, Culture and Structure plus at least two of managing Talent, Innovation, Leadership, or Mergers and Partnerships. Even more importantly however, once the company decided on their approach, they never wavered and stayed focussed! All too often today we see companies that can’t decide if they are going to be global or local; centralised or decentralised; value-for-money or up-market; etc. It is no wonder therefore that there are so many businesses floundering.

Irrespective of the management style, it is vital to have stability, quality and integrity. That

Thinking Management

Quality goes better with IntegrityBy deAN MiNeTT

is, it is important that everyone understands what the approach is so they can work with it. Changing styles however only confuses staff and changing cultures takes a long time anyway, so it is vital that one approach be decided and adhered to.

The word integrity is often used loosely however its origins are anything but loose. It appears that during the time of the 12 Caesars, the Roman Army would conduct morning inspections and as the inspecting Centurion would come in front of each Legionnaire, the soldier would strike with his right fist the armour breastplate that covered his heart. The armour had to be strongest there in order to protect the heart from the sword thrusts and from arrow strikes. As the soldier struck his armour, he would shout “integritas”, which in Latin means material wholeness, completeness, and entirety. It not only signified that the armour was strong, but that the solider using it was protected. They later used the term “integer” which in Latin means perfect or complete. It doesn’t take long to realise that the word “integrity” therefore has to do with being sound, unblemished in form, and protected from intrusion.

Now whilst this may appear an interesting but useless piece of information, the lesson for business today is still relevant. The Roman army was one of the strongest and most powerful units in the world, which built its reputation on unswerving adherence to its core principles of ensuring integrity of its assets – both the armour and the soldier. The decline of the Roman Empire may be in part traced to laziness, sloth and the army discarding its armour as it became too heavy for the poor soldiers to carry, and the soldiers

Dean Minett is Area General Manager Australia/NZ for Ascott International and has worked in, managed

or consulted to hotels, motels, resorts restaurants and casinos for over 30 years. He is co-author of two

hospitality & tourism textbooks. Email [email protected].

© Dean Minett 1998–2009 This article was first published in Hospitality magazine.

no longer practising drills. After all, they were the rulers of the world and no longer considered integrity worth checking. The lesson from Harvard suggests that businesses that don’t focus on the integrity of their vision and implementation may deliver the same result.

So, whether we run a small restaurant or a 5 star hotel, we would do well to remember that successful business do not get there by chance - they devise their strategy, they execute it well, they create the right culture and build a structure to support that strategy. They supplement this with good leadership, manage their talent well, encourage innovation or consider strategic mergers – and do it all with integrity. n

Challenges of Housekeeping on an island in the middle of the Great Barrier Reef!

As green island resort is located within

the World heritage great barrier reef

Marine Park, it operates under stringent

environmental guidelines. The resort has achieved

the highest level of ecotourism certification

in Australia and has received many awards in

recognition of its leading environmental practices.

Working in such a beautiful and unique environment, and

located 27 km offshore from Cairns, does present challenges

for the housekeeping team though. There’s no ducking down

to the supermarket if supplies run out. In general, supplies are

delivered by a weekly barge from the mainland.

Only approved cleaning products and chemicals can be used

as they not only can impact on the environment, but can also

affect the operation of the resort’s tertiary sewage treatment

plant.

Water is precious on the island and housekeeping is abreast

of the resort’s water management and conservation

practices. While re-cycled treated water is used in toilets

and irrigation, potable (drinkable) water is produced by the

resort’s desalination plant. n

left to right: Lisa Krause - Green Island Resort General Manager, Sue O’Donnell - Rooms Division Manager, Troy Watkins - Front Office Manager.


Celeste Martins is the executive housekeeper at the downtowner on

lygon hotel, Carlton, a 98 room 4 star Quality hotel in the heart of cosmopolitan Carlton and a stone’s throw from Melbourne’s Cbd.

Recently renovated, it boasts five sizes of rooms with a restaurant, a cocktail bar and 3 function / meeting rooms.

Celeste arrived in Australia from Portugal 20 years ago and started work at the Downtowner as a casual room attendant. Gradually as her English improved, she started to work as a weekend supervisor at the same time before being promoted to Assistant Housekeeper 4 years later. She has been the Executive Housekeeper since February 1997.

She is responsible for all areas of the hotel and her staff include an Assistant Housekeeper, a houseman, 7 full time room attendants and 4 casuals. She boasts that many of her staff have been at the hotel for 8 years or more and while she endeavours to promote a close team, she creates boundaries for her staff to know where the familiarity ends, a difficult task in a small team.

Celeste has improved herself and through the hotel has been successful in completing courses in Occupational Health and Safety, First Aid, and Bullying in the Workplace to name but a few.

She cites her main challenge on a day-to-day basis as managing the people and creating a sense of respect. Her staff make beds in pairs but clean separately. This is to reduce compensation claims through manual handling but also gives staff the responsibility for their own cleaning standards.

Celeste enjoys what she does and gets good management support from her

Manager. When guests give good feedback, Celeste takes her staff out for dinner or buys tickets for the cinema for staff that get a special mention.

Celeste works from 7am to 3pm after which she collects her younger daughter from school and then works as a nurse’s assistant in the evening from 4pm to 8pm. She trained for this role in her spare time and says she really enjoys the change of environment in the evening. Her eldest daughter has completed university where she graduated in psychology and is aiming to work in the field of Human Resources..

Away from her busy work life, along with her husband, Celeste enjoys watching soccer supporting Melbourne Victory as well as watching basketball and volleyball. n

p r o f i l e

Celeste Martinsongoing education and staff rewards are key


Sheraton, Darling Harbour (one of nine brands operated by Starwood Hotels and Resorts).

Chona describes her transition from Hotel Nikko to Four Points as difficult but every time she felt overwhelmed the management team were there to give direction, support and provide encouragement. Chona acknowledges that the reason she enjoys working for the Four Points is because of the “family” environment and most of all the incredible support she has within her team, she wouldn’t be able to perform her responsibilities without their commitment and dedication.

We asked Chona about her biggest challenge, Time Management!

“All of my staff are staff are self checkers who must be fully responsible for the quality of the room cleanliness and presentation. I have four Assistant Housekeepers who are responsible for the daily operation including random room checks and that is quite a challenge with 630 rooms. When problems arise I personally address the issue with the self checker to ensure quality control and increase guest satisfaction”

Chona controls the roster and manpower levels of her 85 staff using the services of outsourced manpower as a “top up” when occupancy is high so that a seamless service is delivered to all guests.

Chona adores working for Four Points and credits the company with all the knowledge and skills she has acquired. She describes her role as running her own business, ordering and purchasing all supplies for Housekeeping, contracts, recruitment and managing payroll. Her development as a leader was assisted through structured in house training developed by Starwood Hotels and Resorts and facilitated at property level.

Four Points provides numerous development programs including the opportunity to progress through all levels of the Starwood Cares Leadership University. The program combines several leadership courses focused on developing Starwood’s high potential staff . In addition Starwood’s mandatory Brand Training ensures their leaders build a culture of performance, accountability, trust & credibility and collaboration.

Chona enjoys great management support from within the hotel and this enables her to create unique incentive schemes for her department. Examples of this is being able to take her staff

in rotation to “Breakfast with the stars” –simply to have breakfast at the hotel as a motivational exercise and chat on a personal level. Her four Assistant Housekeepers implemented a competition between floors to encourage teamwork including a competition for the “best trolley presentation” and “best pantry” awards. The winner receives a “care share cheque” a points system whereby the staff can redeem points for Myer vouchers, complimentary accommodation in the hotel or dine in the restaurant. When guests mention staff by name, they receive a “service hero” certificate signed by the General Manager with a “care share cheque”.

Chona says that being a Room Attendant is not a job for everyone, it is physically demanding and the least she can do is create a happy working environment with the help of her Assistant Housekeepers. She believes everybody should enjoy coming to work because if the staff are unhappy the job will seem 10 times harder! (sounds like good advice I think!)

Chona is assisted by an electronic document management system, “INVU” implemented by Four Points and unique to the hospitality industry. The system gives access to all necessary information including tracking purchase orders, lost property, applying for leave on line, reporting maintenance and recording incidents so that all departments can follow up at any time. In true Four Points style it is uncomplicated, totally paperless and easily tracked.

In her new role as President of P.H.A.N., Chona urges General Managers, Hotel Managers and Rooms Directors to encourage their Executive Housekeepers, Assistants and Supervisors to join the association. Upon joining the association everyone can take advantage of the wealth of knowledge and best practices.

Chona recognises that there is a need for all Housekeeping departments to be viewed as a true business partner and acknowledged for their contribution to the operation.

Her principle is that no one can take away the knowledge and skills that you acquire but it can be shared to anyone who wishes to learn.

We wish her well in her new role with PHAN. n

p r o f i l e

Chona OgilvieFour Points by sheraton, darling harbour

Chona ogilvie is the executive housekeeper at the Four Points by sheraton hotel, a 630 room

4star property located in darling harbour, sydney.

Talking to Chona, you understand fairly quickly that she has a passion for Housekeeping and this is reflected in the fact that she has just been elected the new President of the Professional Housekeepers Association of NSW (PHAN).

Chona, originally from the Philippines, lived in a small country town with her grandparents. When she applied as a Room Attendant in 1983 the Human Resources Manager doubted that she can do the job. Not to be defeated she told the HR manager that if she could look after farm animals she could clean rooms! She offered to prove her worth by cleaning rooms without pay and said the calluses on her hands proved that she was a hard worker... she was asked to start the following Monday!

Chona has been married for 33 years, has 2 children aged 28 and 31, both of whom have finished their degrees and contribute to society in a positive way volunteering for charity organisations that benefit other people less fortunate and her pride is noted in her voice. When she was asked what are her hobbies she said “work” but also she enjoys different styles of dancing except slow dance.

Chona has been in the hospitality industry for 27 years commencing in 1983 as a Room Attendant at the Airport Hilton, Sydney and was quickly promoted to Housekeeping Supervisor.

In 1991Chona moved to the Hotel Nikko Darling Harbour and worked as part of the pre- opening team. Almost immediately Chona was promoted to the position of Assistant Housekeeper and 3 year later took on the role of Executive Housekeeper. In May 2000, the hotel was sold to GPT and rebranded as the Four Points by


Christine burnett is the executive housekeeper at the intercontinental Melbourne

The rialto, located at the financial end of Collins st. Melbourne . This 253 room hotel, previously The rialto was re-opened in december 2008 after extensive renovation and refurbishment.. Christine joined interContinental in september 2009 and the position has given her the opportunity to return after many years to her home town.

The hotel also boasts a Club Lounge, two bars, a restaurant and a gym complete with pool.

Christine has travelled extensively working in various types of hotels but started as many Executive Housekeepers do as a room attendant in the late 1980s. Her first position was with SPHC at the Gold Coast International Hotel where she worked for four years progressing through the ranks from room attendant, to Housekeeping trainer, to Housekeeping supervisor and then undertook a Rooms Division traineeship.

She was later transferred and promoted to the position of Assistant Housekeeper on Daydream Island also an SPHC property. Staying with the SPHC group and after eight months on Daydream Island, she was promoted yet again to the position of Executive Housekeeper at Darwin Travelodge where she stayed for fifteen months.

She later gained five star experience as the Assistant Housekeeper at the prestigious Sheraton Mirage in Port Douglas for four months but then travelled to Ayers Rock Resort where she was responsible for three properties staying there from1994 to 1997.

In 1997 she returned to work for SPHC working at Laguna Quays in Proserpine briefly before spending eighteen months at Novotel Palm Cove as Executive Housekeeper.

On leaving Far North Queensland, she relocated to Sydney to the Mercure Sydney a 500 room almost new property where she stayed for another eighteen months. Whilst working there, she received a telephone call that would change her life for the next five years.

That call offered her the position to work for the Hilton, Maldives as Executive Housekeeper, a position Christine accepted with gusto and

one she now describes as having worked in paradise with the constant vision of the blue waters of the Indian Ocean, the friendliness of the Maldivian people and the fantastic camaraderie of all . Because the local population is Muslim, Christine’s fifty staff members without exception were male and because of cultural differences, her “fantastic” male assistant was instrumental in giving instructions to the staff. Whilst working there, it was not unusual to fly to Singapore or Sri Lanka on her days off, being allowed a week off the island every three months for Rest and Relaxation. Whilst working in the Maldives, she was involved in the refurbishment of 130 rooms and the building of an extra 20 rooms on another island, linked by a 500 metre bridge over the water.

On returning to Melbourne, the biggest change Christine has observed to the daily Housekeeping operation is the increased attention to industrial relations and in particular Occupational Health and Safety regulations, finding it necessary to keep abreast of the changes. She has joined The PEHN as a member and is keen to be involved. She loves the Executive Housekeeper magazine and says the balance of articles is great.

Her advice to Housekeeping staff is to make the action count – in other words whatever you do, do well. She intends to introduce microfibre in to her department later this year so the use of chemicals can be reduced.

In her free time, Christine has a 5 year old daughter, 2 brothers and a sister all in Victoria and she describes her hobby (tongue in cheek) as “wasting $$$$ on her daughter” and enjoys swimming, reading and bike riding to relax. n

p r o f i l e

Christine BurnettMake it count!


it was not so long ago that automobiles had the most basic of technologies. in fact features such

as air conditioning, power steering, power windows, airbags and reverse sensors (how did people ever drive without them) were only reserved for high-end brands and models. Within 20 years these ‘luxuries’ have became standard options, and most consumers wouldn’t think of purchasing a car without many if not all of these “necessities”.

Technology is a must for tech-savvy hotel guestsBy george Nikols

The same can be said for home appliances such as dishwashers, microwaves, washing machines and dryers. Once you have experienced the convenience of technology it’s difficult to go back to the past.

Let’s not even get into advancements made in entertainment equipment like the ipod, DVD player, home theatre and the ever increasing big screen televisions. Gone are the days where a television consumed the space of an average lounge chair. Now if a TV is thicker than a kit-kat chocolate it belongs in the Flintstones.

Today if you are living in the modern world you have become accustomed to a ‘flick-of-a-switch’ lifestyle where one button controls your whole life. The press of a button answers your phone, cooks your food, washes your clothes and secures your home. It seems that we have finally caught up with the Jetsons and anything that requires physical labour is reserved for the prehistoric cavemen.

People who travel also expect this same convenience when they check into a hotel. Sure there are the travelers that would sleep in a broom closet if the price was right, but the majority of guests are looking for a memorable stay. A hotel room is a retreat from a busy schedule, a place to relax and be ensconced in comfort and ease. Studies have shown that the hotel stay forms a large portion of a traveler’s memories.

I know I am personally still trying to wipe the memory of a dive where I once stayed. After a long day of meet and greets all I wanted to do was collapse into bed with my remote control (aka ‘personal servant’), but instead I got a TV with basic channels, slow room service, and lights that were so bright they made me jump bolt upright in terror when switched on.

A bathroom mounted screen enables full guest control of all room amenities while relaxing in the tub.

The brand new City Center hotel development in Las Vegas features this on screen guest control panel

At home it’s a different story - my home is my castle and my most loyal servant. I walk in the door and the lights instantly flick on and ambient music purrs gently from my surround system, transforming my environment into a haven of tranquility and comfort. If I don’t feel the same pleasurable senses in a hotel then my trip and my stay can become a long and laborious torture chamber. After all I am a modern man that expects his modern-day conveniences.

When the day comes that I get the same level of comfort in a hotel that I get at home, I too will become its most loyal servant, or shall I say ‘its loyal guest’.

I am pleased to say that this is becoming reality. Some newer hotels have caught up to the demands of the ‘Jetsons’ era, and have sought to automate their rooms where supreme power is given to one ‘flick-of-a-switch’ remote.

To quote Scot Campbell, chief information officer for MGM Mirage who is developing the massive Las Vegas City Center Hotel - “The in-room technologies are the most exciting; we think that we are raising the bar as to what a guest will expect in their rooms.”

Each City Center Hotel room includes a 1Gb fiber connection and wireless internet eight times faster than the average hotel standard, and a rich user interface controlled on the flat panel display.

An integrated remote control gives guests one-touch access to dimmable lighting, room temperature, television/video systems, music, wake-up calls, curtains and requests for services. Each nightstand will feature a seven-inch panel with touch-screen technology that navigates the same room settings as the remote control. All settings will be remembered and incorporated every time a guest is in the room.


Imagine that each time you stay at the same hotel it remembers your preferred settings. It knows the temperature you like, your preferred lighting and favourite music and all you need to do is walk into a room. These rooms are not only tech-savvy but chambers of pleasure that feel as if you have walked into a magical kingdom. I don’t know about you, but I’m calling the removal truck to move in.

Campbell isn’t concerned about too much technology confusing City Center guests. It’s intuitive, he says. “It’s almost something you have to touch to understand. The television is the logical place for this control; top it off with an easy-to-use room remote control and before you know it, you are interacting with the technology and you don’t even know it.”

The MGM Project is quite amazing in it’s implementation but the best news is that the majority of these technologies are wireless and can be installed in any existing hotel with very little down-time.

In the past vendors have struggled to create simple ways of adding modern systems to existing hotels without the need to tear holes in walls and run new wires. Some of the smarter vendors like Control4® who subsequently are providing the majority of the guest room infrastructure for the Las Vegas City Center adopted newer wireless standards such as Zigbee mesh Networks.

Zigbee® uses IEEE 802.15.4 standard as a baseline and adds an additional network layer to give the system routing and networking functionality. In short a wireless Zigbbe network allows all kinds of products such as light switches, air conditioning thermostats, electric blinds and curtains etc, to communicate with one another over a wireless highway. The more devices in the wireless mesh the stronger the network becomes. City Center alone will have in excess of 100,000 wireless nodes all talking to one another. The real benefit? No low voltage wiring is required, making installation, servicing, and upgrades a snap.

Zigbee has become a hotel standard for many devices wishing to communicate back to building management systems. We are starting to see mini-bars, door locks and room safes integrate zigbee® technology into their products. Bartech® was one of the first to send mini-bar consumption data back to hotel staff over this wireless standard. Door lock vendors such as Saflok® and Vingcard® have also jumped on the Zigbee® bandwagon.

Damon Cole, business development manager for Vintech, who distribute the Saflok® brand in the Oceania region believes “real time communication of data to and from locks will become extremely important to many hotels, we can now send door ajar information to hotel security staff if a guest room door doesn’t close correctly or even lock out a card that is repeatedly placed into unauthorized locks. All this can be done in real time over the wireless network”

Other vendors such as Axxess® are thinking outside the square. They have created a zigbee® enabled room door marquee that has an integrated door bell that only buzzes in the room you’re after.

I am sure we have all been woken by someone knocking on a hotel door down the corridor. Privacy and make-up room indicators are a standard feature. Probably my favourite, the tray-tracker notifies

staff when an empty room-service tray is outside a hotel door. I know I have almost tripped over a bunch of empty trays on my way back to my room after a long night out on the town.

According to Antonio DiMilia, VP of Hospitality Solutions for Control4® “we are dealing with educated guests who demand an experience that surpasses what they use at home. Most people have an all-in-one remote for their home theatre systems at home, so Control4® are giving them the same of option for their hotel room. They can tailor the room to their tastes all by a simple TV on screen interface”

It can be a daunting task to work out just how far you go with in-room technologies. There are so many choices and levels of automation. Many hotels are adding flats screen TV’s and even supplying guests with an ipod dock. Although this doesn’t even scratch the surface of what can be achieved.

The smarter hotel owners are realizing that the cost of electricity is only going up and by using room occupancy sensors, electronic light controls and smart air conditioning thermostats they can reduce power consumption by up to 50%. I have spoken to numerous hotel owners who have annual energy bills bigger than most 1st division lotto draws. It just makes sense to work to reduce these costs.

I fondly recall a demonstration which showed the difference between a light globe burning at 100 percent and then the < same light globe being dimmed to 70 percent. There was hardly any reduction in light output but the little power measurement meter showed a significant reduction in power consumption. Multiply this by one thousand rooms and its clear to see the savings.

Some hotels allow guests to save even more power by offering a green mode option. If the room is set to green mode the lighting is automatically limited to a preset level. For the hotel it saves costs and for the guests it offers a way to conserve energy and perhaps save

Suite Control Australia featured this hotel room mock up at a recent trade show. Note the multi function lighting switches and bedside touch panel.

Replacing the old-fashioned room thermostats (which most people can’t work out anyway) with a simple remote option will not only create comfort but reduce energy costs. Rooms can also be programmed to close the curtains when the guests leave the room to save further on energy bills.

From my experience, It is important to spend as much time testing products and weeding out the good from the bad. We have all heard negative stories around building automation products that didn’t perform to expectations. This is a mistake that no hotel can afford to make.

Some of the better vendors install products into demo-rooms where guests can stay and experience the products first-hand. This allows the hotel to see how the technology works and helps gauge feedback from guests. This is a service we have been offering for some time now and recommend every hotel requests a 90 day trial period.

The benefits of hotel automation are clear. Improved guest experience, energy

conservation, and enhanced efficiency are very much a reality, and are available here and now. No doubt in the not too distant future automated hotel rooms will be the standard rather than the exception, just as dishwashers have put paid to hands in soapy water in the modern kitchen! n

George Nikols of Suite Control has over 15 years experience dealing with entertainment and energy technologies.

For more information or demonstrations contact: [email protected], mob: +61 (0)404 314 860, ph: +61 1300 921 955

City Center allows full in room climate control through the rooms TV.

the planet! To again quote Antonio from Control 4 “today’s consumers are just as conscious of being green when they travel as they are when they’re home. Control4 Suite Systems offers hotel guests an unprecedented level of personalized automation and guest amenities coupled with cost saving energy management technology”

Technology is a must for tech-savvy hotel guests (continued)



In an industry first for the

Asia/Pacific region, Diversified

Exhibitions launches the Hotel,

Hospitality + Design Expo

2010 - a hotel industry show

with a key focus on design,

fit out and refurbishment for

the hotel, resorts, spas and

hospitality industry to be held

at the Melbourne Convention

and Exhibition Centre,

24-26 May 2010.

Introducing an Asia/Pacific First – Hotel Hospitality + Design 2010

hotel refurbishment is one of the single most important factors in keeping a hotel

appealing and contemporary to its customers. it was the original king of hoteliers and hotelier to kings, Cesar ritz, who professed that a hotel must transcend the average living environment in order to satisfy a customer’s experience as something special. Today his musings are no less relevant.

The fresh design of a hotel is the expression of its personality and gives it the impetus to rise above the competition. Hotel Hospitality + Design (HH+D) 2010 will look to turn today’s challenges into tomorrow’s profit margins for the hotel industry. To make this a reality, designers, architects, hotel owners and operators will turn to Hotel Hospitality + Design 2010 for solutions.

Hotel, Hospitality + Design 2010 will also feature the Hotel Operations and Technology Show, a rich conference program that will turn insights into

opportunities. Some of the most influential hoteliers and suppliers from around the world will reveal their secrets of success and offer advice for the future. Delegates of HH+D will get an insight into gaining a competitive advantage in what is a broad and evolving industry.

Hotel, Hospitality + Design is supported by the industry’s key associations and many are aligning established industry events with HH+D. The Australian Hotels Association (National and Victorian), the Hotel Motel & Accommodation Association, Liquor Merchants Association of Australia, the Professional Executive Housekeepers Network and AAA Tourism have all pledged their allegiance to the Expo in another industry first for a trade exhibition. HHD is also thrilled to announce is sponsors; Dulux; Philips; ISIS: One Vision and Essense.

“We are spearheading this important side of the business for the hospitality industry. Already established successful exhibitions in both Milan and Las Vegas, Diversified Exhibitions saw the opportunity to launch an expo with the same focus targeting the Australian, New Zealand and South East Asian markets.

“For the exhibitor it brings the market and the customer to them, presenting the opportunity to launch new products, build brands, support resellers, generate sales and receive valuable feedback instantly. We expect up to 10,000 bona fide decision-making industry representatives through our doors. For the hospitality industry representative it is a platform to learn new ways to improve business in just a few days,” says Exhibition Manager, Michael-William Kelly. n

hotel, hospitality + design 201024-26 May 2010

Melbourne Convention and Exhibition Centre

For exhibitor/delegate and Conference registration visit the HHD website on www.hhdexpo.com.au


FAGOR Industrial

represents high quality,

European made,

commercial/industrial

laundry and catering

equipment.

Manufacturers since 1956, and a part of the MCC group, one of the largest

corporations in europe with almost 80,000 direct employees in over 120 companies and a combined annual turnover of Au$20 billion, FAgor exports 55% of all products to more than 110 countries on all 5 continents and carries Worldwide Ce certification.

Fagor equipment has been sold here in Australia for over 25 years with local gas and electrical approval.

Installation and service is carried out by established local specialists.

Laundry machines and expertise are available in Australia through our distributor Laundry Maintenance Solutions (LMS), who has great depth of knowledge of laundry processes, workflow, design, safety, and servicing needs.

Service is also available via an Australia-wide network of service agents.

Laundry Machinery Solutions (LMS) has in-depth knowledge of, and empathy with, the needs of Hotel, Motel, and Aged Care facility operators and especially their need for quality, reliability, suitability for the task, compliance with regulations and accreditation criteria, excellent communications, and prompt and reliable service support.

We provide comprehensive training in use of the machinery and elimination of potential OH&S risks, and back this up with ongoing support and training on demand.

And, because we are 100% supported by the manufacturers, we back all our equipment with a comprehensive parts and service warranty.

With other affiliations we can also provide linen solutions, and rental arrangements.

laundry MachineryA full range of commercial/industrial laundry equipment to suit On-premises Laundries including: Washer Extractors from 8 kg to 120kg capacity, Barrier Washers for the Health Care Industry, Flatwork Ironers and Dryers for the Hospitality Sector plus all the accessories needed for a professional laundry.

Washing machine controls are entirely flexible, (up to 100 programmes), and programmes can be created offsite, and then transferred to the washers via laptop computer or a Cyber card.

LMS enjoys constructive relationships with chemical suppliers and other suppliers, and consultants, to ensure day to day operations are “seamless”, with potential problems sorted out before they become problems. n



Innovation in Housekeepingimproves efficiency By liZ lYCeTTe

New technology and innovation in materials have emerged to significantly

increase housekeeping efficiency and effectiveness with proven bottom line benefits.

Liz Lycette, now a leading international housekeeping consultant, says “Housekeeping has not seen any fundamental changes for a number of decades. As housekeeping consultants we are working all over the globe and see a lot of stagnant housekeeping management. “While technology has been introduced to literally all other departments in the hotel to enable more efficient processes with increasing sophistication, experienced housekeeping managers still rely on the same procedures and tools they have used when they started their careers.

“What’s worse, the new generation of Executive Housekeepers is often promoted too quickly and the position itself is no longer in proportion to its core importance for the hotel.”, says Ms Lycette. “The advent of the Rooms Division Manager, who is often from a front office background with little exposure to housekeeping management, aids in the desophistication of the position.”

So who is left to drive innovative processes to make efficiency and quality improvements? You can’t blame the Executive Housekeepers according to Liz. With constraints such as a high staff turnover caused by a repetitive and physically demanding job and pressure to deliver clean rooms quickly at the lowest possible cost, there is no room for reflection for the manager. “At the end of the day, the industry expects a better result, while doing the same thing over and over again. That is a clear case of insanity.”, adds Ms Lycette.

“We now have a global shortage of skilled and well-trained Executive Housekeepers who are all-rounders in people management, financial management and practical housekeeping operational skills.”

But things are not as bleak as they sound. There have been noteworthy innovations in housekeeping over recent years which are gaining ground in hotels around the world.

Bamboo is an environmentally sustainable material for uniforms, toweling and sheeting and is gaining popularity as its cost is coming down.

Nano technology used in surface coating makes them dirt and dust resistant. Used in Korea and Japan for years, they are now showing up on other continents.

Microfibre as a cleaning system has been in use in hospitals for years and is now slowly adopted into housekeeping departments around the world. Not only is microfibre cleaning environmentally friendly through the absence of chemicals and cost-effective, but it also produces better cleaning results. The Professional Housekeeper’s Association of New South Wales commissioned laboratory analysis of cleaning hygiene comparing the effectiveness of 5 methods of cleaning bathroom glasses. The tests showed that all 5 methods; using dishwashing liquid, microfibre, a sterilizing tablet, all purpose cleaner and a sterilising tablet and using a dishwasher were effective in removing bacteria and mould present.

Liz’s company, L&A, has been educating, coaching and training Housekeeping Managers worldwide for over 10 years and has recently become involved in assisting with the training of a new Housekeeping software

Liz Lycette, founder of L&A was born in New Zealand and is a graduate of Ecole Hotelière de Lausanne, Switzerland. She started her career in the hospitality industry in 1981 and at the age of 23 became Executive Housekeeper for the grand opening of Mandarin Oriental in Macau. She subsequently held this position at The Conrad Hong Kong, Mandarin Oriental Jakarta, Le Meridien Hotel, London, and The Regent Hotel, Sydney. Liz was also Project Manager for the opening of 3 properties in China for Harbour Plaza Hotels and Resorts.

Liz established L&A in 1999 and has since undertaken hospitality consulting assignments including work for the Commune by the Great Wall in Beijing, Boscolo Hotels in Rome, Swissbel Hotel in Harbin, China, Mulia Hotel in Jakarta and Our Lucaya Resort in Freeport, Grand Bahamas.

Since 2004, Liz has undertaken further assignments for Sheraton group, Sofitel, Nikko, Langham, Taj, Swissbel Hotel International, Moevenpick, Venetian Macau, Mandarin Oriental, Kempinski and Wyndham Hotels and Resorts.

Liz and her Associates’ extensive expertise and considerable Housekeeping knowledge, particularly in pre-opening and project work, have given them all a truly multi cultural approach and a wide range of contacts throughout the industry.


system called Optii Keeper. “Without doubt, this new technology will change the way Housekeeping operates in the future.”, says Liz. “Productivity and quality improvements have hit the glass ceiling of what is possible with the trusted manual procedures and processes. Optii Keeper is by far the most exciting innovation because it breaks the ceiling down and allows housekeeping to go to the next level.”

Consequently benefits to the hotel operation are numerous:

Improving room attendant productivity •by up to 20%Saving up to 40% of Floor Supervisor •timeEliminating 80% of phone calls between •Front Office and HousekeepingOngoing optimisation of cleaning •schedules throughout the dayAllowing a fairly spread workload among •Housekeeping team membersImproved quality and staff morale•Savings of at least two hours every •morning by automating the room allocation process at the push of a buttonBeing able to see in Real Time if the •housekeeping team are ahead of schedule, on time or behind scheduleEliminating the current expense of •overstaffing or understaffing on a daily, weekly, monthly basisForecasting staffing needs with pinpoint •accuracy based on real data specific to the PMSProviding instant communication •between housekeeping staffProviding ‘Real Time View’ of room •availability to streamline check-in/check-out at Reception

So how does it work? Each Room Attendant and Floor Supervisors carries a PDA which is connected via wireless technology and interfaced with the Hotel PMS system. The individual cleaning boards are automatically managed and dynamically optimized throughout the day. Room attendants can see in real time the next room to be cleaned and how long it will take. Room cleaning times are calculated based on the guest and room profile created through ever changing history, plus factors such as guest nationality, market segment, etc. Savings in productivity

can be made on actual room cleaning times rather than the current inaccurate room credit system.

Other great features include an in built quality control checklist tool on the Supervisors PDA’s allowing them to record inspection results. Monthly statistics on average room cleaning time and average quality scores can then be used for focused individual training and counseling. A spring cleaning or special jobs list is also included, ensuring weekly or monthly tasks are in the system and allocated onto the daily cleaning checklist for the Room Attendants to follow. At Front Office, the Dashboard enables Front Office to see at a glance where the Room Attendants are and when the rooms will be ready. Integration with the PMS also alerts Front Office if the room is not going to be ready for the guest’s arrival so quick action can be taken. Plans for the future also include a function for public areas, turndown and Minibar posting.

For further information on Optii Keeper, go to www.optiisolutions.com

So what about the people management, financial management and practical housekeeping operational skills of new-generation Executive Housekeepers?

Recognising a need to help Executive Housekeepers grow, Liz formed L&A 10 years ago and has since extended her network to all major continents. L&A is an experienced and energetic consultant and training company dedicated to the improvement and maintenance of performance standards of international hotels’ Rooms Division operations over 10 years ago. The underlying philosophy is that with appropriate assistance, Hotels can:

Achieve maximization of resources and •improve Housekeeping’s profitability through efficient cost management.Provide systems and concepts for •effective staff development and on-the-job training.Develop professional and competent •Housekeeping Managers who are proud representatives of a successful management team.

L&A specialises in all aspects of Housekeeping Management including on-site consulting, training and development workshops and Executive Housekeeper recruitment search.

The range of services includes assistance with initial set-up of housekeeping operations at the pre-opening phase or complete hotel openings. L&A also undertakes customised operational reviews of existing housekeeping operations to identify and rectify problem areas and assess the effectiveness and efficiency of current departmental procedures.

The approach involves an experienced L&A consultant working closely with existing Housekeeping management and offering a unique opportunity to further improve and fine-tune the operational and financial performance of this important department.

In addition to on-site consulting, L&A conducts a range of workshops covering all aspects of modern housekeeping management. These workshops are ideal for formal staff training or corporate events such as Executive Housekeepers’ workshops, conferences or seminars.

Check the website: www.lycetteandassociates.com

Look after your housekeeping department.

They are the guardian of your core product and your largest labour expense. If your rooms are not clean, it doesn’t matter how efficient your restaurants or sales departments are. If housekeeping productivity is not managed, watch your payroll grow! n


Is Your Email Culture Strangling You? By MArshA egAN

Number three has just now learned that he can never turn his email off for fear of missing an important email. But it doesn’t stop here. It rolls downhill. The three managers have now been given “permission” to use email as an URGENT delivery system. They use it in their departments, and very quickly, the entire organization is infected with this virus. No one can turn off his or her email for fear of missing something vital. Employees become slaves to the “ding” and stop productive work anytime an email comes in, even if it’s just spam.

And that’s just one example. Think of the practices of copying everyone under the sun, just so you don’t miss someone. Or how about using email as a chat room with multiple recipients to resolve dilemmas? Or how about using email to critique someone’s performance? One person does it, others do it. Culture is changed.

Email can also be extremely costly if not used effectively. When you consider the average recovery time from any interruption is about 4 minutes, you can imagine the cost to your organization when people look up every time an email is received. Do the math. If you stop what you’re doing every time you receive an email and get 30 emails in one day, that equals 120 minutes of recovery time – two hours of waste! And that doesn’t include the time spent handling the email. Now multiply that by every employee, everyday, and you can see how profitability can seriously begin to drop.

In order to instantly combat this loss, give everyone in your organization ‘permission’ to turn off auto-receive, and instead schedule

Email. Our lives wouldn’t be the same without it. It is a tool that has revolutionized the workplace, improved communication, and allowed employees to accomplish more in less time. However, if mismanaged, it can have a devastating affect on productivity and profits.

email deliveries every 90 to 120 minutes. This can shorten recovery time to about 30 minutes – a saving of 90 minutes added right back to your bottom line.

Here are a few other tips to help you create a positive office email culture excerpted from my new eBook, Reclaim Your Workplace Email Productivity: Add BIG BUCKS to Your Bottom Line:

1. NEVER use email as an urgent delivery system. If there is an urgent matter, pick up the phone or walk down the hall.

2. Move everything OUT OF your inbox. Your inbox should not be a holding tank and your employees can manage their time better by putting emails appropriate folders so that no important information is ever lost or hard to find.

3. Make Subject Lines VERY specific. By including details in subject lines, you will help others sort and prioritize their work. Instead of having a subject read, ‘Wednesday Meeting,’ have it read ‘Please bring the attached handout to the Wednesday 2:00 Staff Meeting.’

4. Copy only the people who REALLY need to receive the email. Each ‘extra/nice to copy’ person you add will have to open and read the email, adding unnecessary tasks to their already full days. Multiply this times the number of unnecessary copies, and the productivity drain adds up. n

For more information, please visit www.eganemailsolutions.com.

© Marsha Egan, CPCU, PCC, CEO of The Egan Group, Inc., http://marshaegan.com. Marsha is a certified executive coach, professional speaker, and internationally recognized email productivity expert. You can visit her website at http://EganEmailSolutions.com or reach her at [email protected]

have you ever stopped to think of what your organizationís email culture is? how do your

employees use email? how do they manage it? how do they send it? how do they save it? The habits they adopt, whether they are positive or negative, can be contagious and suddenly your business has itís own email culture.

Here is just one example of how an email culture can evolve. A boss realizes that he needs to call an urgent meeting with 3 of his managers. He sends an email needing a response in the next 15 minutes. Two of the three see the email and respond. The third, who was working on an important project, did not have his email on, missed the request, and angered his boss.

systematic Cleaning solutions is an Australian owned business, established in 1999 to bring

quality, value for money cleaning products, machines, spare parts and servicing to the Canberra/Queanbeyan area.

With the rapid growth of the internet we have seen a need to add our online shop to our website (www.systematiccleaningsolutions.com.au) to assist customers with ordering, delivery and acquire information on

specific cleaning products and accessories. This technology has enabled us to now supply some products Australia-wide.

Systematic Cleaning Solutions in conjunction with our suppliers and manufacturers are constantly working towards a better future with supply of environmentally friendly, safe, innovative and Australian Made products where possible as well as recycling packaging and materials where possible.

We pride ourselves on genuine personalised friendly service to each customer and look forward to being of assistance where we can in the future. n



Life insurance that doesn’t hurt the hip pocket

This article was provided by Planning Partners Financial Planners and superannuation Consultants (Australian Financial services licence No. 222835).

Ph: 03 9830 0366

level 1, 587 Canterbury road surrey hills ViC 3127

www.planningpartners.com.au

Each year many of us renew

our car insurance thinking that

it is something we hope we

never have to use. This feeling

is probably magnified when

we look at health insurance,

and again when we consider

life insurance. While our

car insurance will replace a

material asset if it is lost or

damaged, our health and our

life are certainly not easily

replaced by a policy payout.

even if we never actually claim on our various insurance policies, the value of having

them in place is the peace of mind that we and our family have some protection if the unmentionable does happen.

Nonetheless, there are times when the other costs of living seem more important. You might think that you’d rather use that bit of extra cash to buy your children a new pair of shoes because you can be certain that they will benefit from it, whereas life insurance premiums might end up being wasted.

If cash flow is a concern, an important strategy to consider is whether you should take out (or increase) insurance through your superannuation fund.

how does insurance in super work?Superannuation funds can only own certain types of life insurance policies, so for starters you can’t put your car or health insurance in super. The four common categories of life insurance provide cover in the event of:

death;•total and permanent disability;•income protection; and•trauma.•

However, only the first three of these can be held via super in accordance with government regulations. So if you need trauma cover, personal ownership is likely to be the best option.

If your super fund owns the policy, it will be liable for the insurance premiums and these will generally be deducted from your account. So in effect your insurance costs are being met by inflows into the fund, such as employer super guarantee contributions

or earnings on your existing balance. As a result, your ultimate retirement benefit will be affected, but this is to be weighed against the fact that you otherwise might not be comfortable taking out insurance cover at all.

You should also consider that in the event of a claim, the insurance company will pay any benefit to the super fund (as owner of the policy). The rules of the super fund will then determine when and how the monies are paid to you or your family.

Remember that not only do you need to determine who should own the policy, you also need to work out how much insurance cover is appropriate for your personal situation. This process is not as simple as calculating the value of replacing your car for a motor vehicle policy.

How much is your life and your health worth? Your financial adviser can help you determine how much cover you actually need. n

important information: This information does not take into account the objectives, financial situation or needs of any person. Before making an investment decision, you should consider, with the assistance of a financial adviser, whether it is appropriate in light of your particular objectives, financial situation and needs.

Planning Partners Pty Ltd. Australian Financial Services Licence No. 222835 ABN: 24 943 115 344


so you think that your waste management system is pretty good. generally no-one

complains, the costs are within budget and the bins get emptied as scheduled. but is there more that you can do?

It is important to as a starting point to understand where you are at in regards to waste generation. That is, are you generating more or less than similar sites. What is known as “benchmarking” is one activity that the hospitality sector does both internally and externally for a variety of operation parameters.

Waste generation, minimisation and recycling are other areas that should also be similarly benchmarked. Not only for environmental reasons, but also to ensure that resources are not being wasted in managing wastes.

Benchmarking can be defined as “essentially the comparison of one’s own business practices with those of other organisations to generate ideas on how to make improvements. Benchmarking is an ongoing and systematic process to search for and introduce international best practice into your own organisation”.

So why is there difficulty in arriving at benchmark figures for the Hotel industry for waste generation and reduction opportunities? There are many factors that may affect waste generation for a Hotel. Some of these are:

Seasonality/month of the year•

Day of the week•

Number and type of guests•

Services/Facilities offered•

Improving Waste Management SystemsBy TreVor ThorNToN

Number of employees•

Star Rating•

Staff/Management attitudes•

Provision of staff education programs on •waste management

Maintenance schedules•

Location of the Hotel (e.g., metropolitan •or rural)

While much work has been undertaken to determine waste composition and generation rates for individual Hotels, little work has been undertaken to compare one Hotel to another in terms of waste generation. To overcome this lack of information, a project was undertaken to capture a range of information for individual hotels. Each participating Hotel was requested to complete the survey for the specified

time period. Information was obtained on waste and recycling quantities together with potential indicators such as employee numbers; occupancy; covers; number of guests etc.

The information was then statistically analysed to determine if any of the factors showed a linear relationship with waste generation rates.

What was shown was that the strongest indicator identified was “Equivalent Full-time Employees”. In considering why staff numbers has a higher confidence (and thus a more accurate waste indicator), level than say number of guests it is clear when you consider that the more staff employed, the greater the likelihood that the hotel provides services beyond just providing rooms (eg., restaurants, business centres, conferences and


functions). Given the nature of employment within this sector, that is high levels of casual staff, it is also easy to adjust staff numbers to meet activity levels. Thus increased occupancy or covers, will result in an increase in the number of casual staff employed. In this way, staff numbers adjusts to activity within the Hotel which in turn reflects the quantity of waste generated.

While these figures provide a starting point for benchmarking, much more still needs to be done. More information and analysis will allow a more accurate waste indicator and rate to be established. Variances due to the factors indicated above i.e. location, style of Hotel, services offered etc, require further analysis to determine exactly what effect if any they do have on waste generation. As more Hotels begin to measure waste on a regular basis, and share this information, real improvements in waste reduction will follow.

At an industry level, there needs to be an agreed unit of measure and a commitment to record and report performance.

The process of benchmarking has the potential to provide guidance to all Hotels in order to determine whether they are managing wastes within determined ranges. This information will enable the establishment of realistic and sustainable waste reduction targets and measure progress towards meeting those targets.

The issue in order to develop the appropriate benchmarks is data and this is where all Hotels must contribute. To achieve sustainable waste management practices within the industry sector, sharing and analysis of data is vital.

Overlooking for the moment that all waste management systems should be based on the waste management hierarchy – that is, avoidance of waste as the preferred option, followed by reuse, recycling, with disposal as the last option, those in the service sector generally only recycle the more common items such as paper, cardboard and beverage containers.

However, there is more that can be done. Importantly the need to do so is becoming more important due to changes in government strategies/policies and what may not be allowed to be disposed of to landfill.

Here is a list of items that currently can be recycled include (and this is not exhaustive):

• Aluminium cans• Cardboard• Corks• Textiles• Gardenwaste• Metals• Paper• Whitegoods• Batteries• ComputersandE-waste• Glass• Milkcartons• Mobilephones• Plastics(manytypes)• Printercartridges• Beveragecontainers• ChemicalsandPaints• Furniture• Glasses(Reading)• Oils• Organic(foodwaste)• Polystyrene

This list does not necessarily apply everywhere. In Regional areas, what can be recycled tends to be less than the types of materials that can be recycled in metropolitan areas. This is predominantly due to the volumes generated as well as the actual costs in collecting and transporting to processing centres.

This should not deter you. Keep asking recycling contractors, councils and waste agencies as to what is being done. After all the volumes you generate coupled with that from other sites may be sufficient to make to economically viable for a contractor to provide a regular service to your area.

While recycling is important, it is also important to consider where possible the purchase of goods made from recycled materials. So called “closing the loop” helps in ensuring that not only more materials are recycled, but reduces our demand on precious resources.

It is also important to ensure that systems outside the building complement what you have implemented inside. Often referred to as “public place recycling”, many organisations forget that clients, visitors and staff often will consume drinks or read newspapers in outdoor areas. Therefore, the same opportunity to recycle should be provided, rather than just installing general waste bins. Of course there is also a need to ensure that supporting materials such as signage coupled with regular monitoring for contamination will assist in a successful recycling program and importantly maximise diversion of materials from landfill.

There are many resources available to help you. You don’t have to work it out by yourself. The most important thing is to make a commitment to improvement and then seek advice from you local council or State/Territory environment agency or waste management advisory body. n

Having initially obtained a Degree in Education, Trevor Thornton has gained considerable experience in developing specific training programs for industry and presenting education sessions for many sectors of industry and the community. He has lectured widely on waste auditing and waste minimisation techniques.Trevor’s past experiences include being employed by the Victorian Environment Protection Authority, where he was responsible for the development and implementation of many waste management policies, including those for biomedical waste and municipal waste. He was a Senior Waste Management Officer and the EPA’s Local Government Liaison Officer.

www.wasteaudit.com.au

“Benchmarking is an ongoing and systematic process to search for and introduce international best practice into your own organisation”


Motor scrubber - The ultimate Cleaning system - Ms-1000Motor Scrubber the powerful, and light weight, 12 volt battery powered cleaning machine. Designed and built in the USA for safe reliable use, the Motor Scrubber quickly and effortlessly cleans your restrooms, shower rooms, windows, stairwells and all those hard to reach places.

The Motor Scrubber operates off a 12 volt DC battery, which is safe for use around water. It provides up to 4 hours of “start & stop” use on a single charge. The Motor Scrubber allows you to scrub and polish where there is no electric outlet available. The scrubber head is immersible in water and eliminates the fear of electrocution associated with 230-volt powered systems and water.

The MS1000 Starter kit includes the scrubber head and handle, backpack and battery, charger and a selection of brushes and pads. PLUS! A full line of accessory brushes and adaptors are available to allow you to tackle any job.

Contact safco Australia today for your free no obligation on site demonstration.

Phone: 1300 681 142

rubbermaid Full size housekeeping Cart - 6189The Rubbermaid 6189 housekeeping cart offers a complete system solution for housekeeping in the hospitality industry.

Features include, Full size cabinet which offers exceptional storage space and adjustable middle shelf, vinyl bag, bumpers, vacuum holder and under deck shelf as standard, along with 20cm diameter non - marking wheels. We also offer a wide range of optional accessories which enhance functionality and productivity. Total weight of cart is only 45kg.

Cart shown with optional 6197 Locking Door Kit and 9T91 Fabric Mesh Linen Bag

Contact safco Australia today for a customised solution for your business

Phone: 1300 681 142

rubbermaid spring Platform Cube Truck - 4611The Rubbermaid Cube Truck is an ideal to assist with laundry and or waste collection.

Features include a metal frame which provides durable support, Spring platform which brings contents to a convenient working level, which is ideal for laundry handling and assists in complying with HACCP guidelines.

Metric Size: 400 Litre capacity

Metric Weight: 226.8kg

Contact safco Australia today for more information about this product.

Phone: 1300 681 142

Product NewsThe ExecutiveHousEkEEpEr

rubbermaid Pulse Microfibre Floor Cleaning system - Q969Clean more square feet in less time with the Rubbermaid Pulse. Industry-best Microfibre, on board reservoir, and user controlled release of solution means cleaner floors faster, easier, and more effectively.

Safco Australia stock the full range of Rubbermaid microfibre products. If you currently use or if you are considering using microfibre in you business contact Safco Australia and we can tailor and package and system to suit your business needs.

Phone: 1300 681 142

That’s Awesome Tile & grout Cleaner

The Ultimate cleaner for all types of tiles - Nu-Zym Tile & Grout Cleaner, that will digest most soilings without leaving any sticky residues, even continues to work after tiles have been cleaned.

No chemical fumes, and is even great for shower screens. Available in either a 5.0 Litre or 750ml bottle. This tile cleaner works great with the Motor Scrubber cleaning system.

Contact safco Australia today for your free no obligation on site demonstration.

Phone: 1300 681 142

The Executive Housekeeper | Vol 14 No. 1 | 71The Executive Housekeeper | Vol 14 No. 1 | 71


Weatherdon hotel suppliesFor over 30 years, Weatherdon Hotel Supplies has specialised in supplying accessories for the accommodation industry. Their extensive product range offers clients “One Stop Shop’ purchasing for all room and apartment requirements as well as items for all areas of the establishment.

Weatherdon’s have always supplied a range of electrical items, and for the past six years, have supplied the Weatherdon brand of kettles. These kettles were rebranded ‘Nero’ with the introduction of toasters and sandwich presses two years ago.

This range was specifically designed for the hospitality market featuring timeless designs, easy clean features and reliability. The idea was to offer a range that would be ongoing and not be subject to seasonal changes.

The Nero items cater for all budgets from caravan parks to apartments to 3 - 5 star hotels. Currently the range includes kettles, toasters, irons and sandwich presses.

With irons just added to the range and more exciting products due for launch in the next few months, the ‘Nero’ brand is the one to watch! The full range is available for viewing on their new website www.weatherdon.com.au

For more information contact R. Weatherdon Co Pty Ltd on:

Ph: 02 9906 2202Fax: 02 9906 3466Email: [email protected]: www.weatherdon.com.au

rainbowAir: ‘The Product’RainbowAir Activator 500 was designed for small environments and medium odour control applications. Its maximum ozone output (500 mg/hr), utilising two generator plates, is approximately one half that of the RainbowAir Activator 1000. Boardrooms, hotel/motel rooms, offices and restrooms are a few typical areas for use. Depending upon the room configuration, air flow of the area and type of odour to be treated, 15 000 cubic feet is approximately the RainbowAir Activator 500’s capacity. The 0–60 minute electronic timer allows the user to set the desired time for treatment. The timer shuts itself off.

RainbowAir Activator 1000 has been successful in areas of 30 000 cubic feet. Its fan speed and ozone production capabilities (1000 mg/hr – 1 gram)

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is ideal for apartments, hotels/motels, rental cars, property management and garbage collection areas. The RainbowAir Activator 1000 has the same quality features as the Activator 500 except that ozone production is twice the output and is equipped with 0–24 hour timer with optional continuous operation.

The Activator 1000 is equipped with four generator plates which are washable and easy to replace.

For more information please call: 1300 132 074 or email: [email protected]

hotel Pillow CollectionLuxury Feather/Down

Following a huge success with “The Cloud” Feather/Down Bed Topper, HotelHome has now introduced a range of high quality Feather/Down Pillows and Quilts in to the Hospitality Industry. These products are manufactured specifically for quality Hotels in a range of Feather/Down percentages to meet every budget. HotelHome has designed these products for the discerning Hotel with piped and walled high count Japara covers which are oversized to ensure excellent presentation on a Hotel bed. All HotelHome Feather/Down products are produced with the highest accreditations in USA, Europe and Japan, whilst also meeting Australian Standards AS2479-2007.

The percentage combination of the Small Soft Feather and Down in each product is shown below.

Pillows

“The Cloud” 95% Down 5% Small Soft •Feather


50% Down 50% Small Soft Feather•30% Down 70% Small Soft Feather•

Quilts

50% Down 50% Small Soft Feather•30% Down 70% Small Soft Feather•

For more information on “Luxury Hotel Pillow & Quilts Feather/Down Collection”, contact

HotelHome Australia.

Phone : 1300 733 737Email : [email protected]

how green are your guest amenities?leading global hotel supplier, Concept Amenities, is launching a unique innovation in green amenities next month with erP™: environmentally responsible Products.

From April 2010, Concept Amenities will have several lines of bathroom guest ranges available in completely biodegradable packaging! ERP™ will be available to all hotels, whether they wish to select from one of the company’s exclusive brands, customize their own products, or convert their existing bathroom guest amenities ranges to biodegradable packaging.

All guest amenities products carrying the ERP™ symbol are made using Eco Pure®: an organic based,

A U S T R A L I A

enzyme additive that renders common plastics as biodegradable in landfill. Eco Pure® breaks down the molecular structure of plastics once they are discarded and exposed to micro bacteria in landfill. Plastics will break down and completely biodegrade within approximately 7 years* depending on the size & weight of packaging. This biodegradation process can occur in both aerobic and anaerobic conditions*.

The biodegradation of plastics in landfill makes for a better situation for our environment in the long term. Eco Pure® provides a valuable solution for plastics commonly used and thrown away. And unlike common bioplastics on the market today, Eco Pure® does not require industrial composting conditions in order to biodegrade.

This is a very exciting and anticipated launch in the hospitality industry that is increasingly demanding greener solutions. We all know the benefits of environmentally friendly products and all feel the pressure to reduce the impact of waste consumption on the environment. It is one of the single biggest threats on the condition of our natural environments, both now and in the future.

By choosing ERP™ guest amenities you are making a conscious choice towards this problem and the recognition of reducing your hotel’s impact of waste consumption on the environment.

Concept Amenities seeks to minimize the impact on global eco systems by creating greener, friendlier and biodegradable products.

So let’s work together in making our future green and choose ERP™, available exclusively from Concept Amenities.

*ISO DIS15985 & ASTM D 5511-02 standard test performance to determine biodegradation of plastic packaging materials under hi-solids anaerobic – digestion simulating landfill conditions, independently conducted and analyzed by Northeast Laboratories Inc, CT.

Eco Pure is registered trademark of Bio Tec Environmental LLC.

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