mo

PP 324494/00039 Volume 10 No. 1

t h e a u s t r a l i a n Motel Owners’ Journal

refurbs gone wrong

front office software

new assessment methods

phone systems and VoIP

>

>

>

>

p8

p11

p19

p39

BOURNEAdP U B L I S H I N G

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

32 Risk Issues, Employer Responsibilities and Cleaning Equipment

39 Telephone Systems and VoIP

45 Profiles

51 More of the simple things...

53 Weekend Accommodation – the challenge in times of economic turmoil

62 Employing People with Epilepsy

68 Why fight a losing battle?

70 Occupancy vs. Tariff in tough times

72 The A-Z of Quality Life

3 Publishers’ Message

5 Message from the Minister for Tourism

8 Refurbishing: When things go wrong

11 Computerising Motels

14 Colombian engagement with Australia on the rise

16 Are you ‘Accommodating’ Electrical Safety?

19 New Method of Assessing Motels

22 Flying Insect Control in the Hospitality Industry

25 Leather Cleaning

29 Cleaning or Disinfection?

contents

Front Cover: Clarion Suites Mullaloo WA

Photo courtesty of Choice Hotels Australia

22 4911mo

Production: Claire HenryTel: (03) 9752 6944Email: production@adbourne.com

Administration: Robyn FantinTel: (03) 9752 6426Email: admin@adbourne.com

Marketing: Tania LamannaTel: (03) 9500 0285Email: tlamanna@bigpond.net.au

PO Box 735, Belgrave, VIC 3160

Advertising Sales

Melbourne: Neil MuirPh: (03) 9752 6933Fax: (03) 9752 6944Email: neil@adbourne.com

Adelaide: Robert Spowart PO Box 213, Summertown, SA 5141Ph: 0488 390 039Email: robert@adbourne.com

The Australian Motel Owners’ Journal

ww

w.a

dbou

rne.

com

73 Adding a GSM Gateway to your PABX Phone System can cut your phone bill by over 60%!

77 Training and accreditation — the key to clean safe and inviting pool water

80 Robotic Pool Cleaning

83 Product News

mo | Vol 10 No. 1 | 3

Using your superannuation as a major stepping stone to motel ownership has been a popular

means for many when prepared to take a new direction in life. Such ideas in the immediate future will probably for some now be placed on hold with the release of the latest Federal Budget. For the next three years the Government will reduce back to $1 what it adds for every $1 invested in superannuation. The Government plans not to restore its contribution of $1.50 for each $1 until July 1, 2015.

This is one area the Federal Budget brought down by Treasurer Swan will have on future motel ownership. The age when people can access their super is another. This is likely to be increased from 60 to 67 years if the proposals of a major tax review are accepted, which is likely. As most will realise, superannuation for so many of us has taken a battering with this recent economic downturn.

As one major player in the area of super is warning, good advice is important, though there could be a long way to go for people obtaining advice in their best interest; and not in the best interest of people passing on the advice.

Moving away from what for many will seem all gloom and doom, this issue of your Motel Owner is chock-full of interesting and positive features. Amanda Beazley writes an informative piece looking at some potential pitfalls involving refurbishments. Col Nation our regular cleaning guru, this time writes about how best to clean leather furniture, such as couches and armchairs.

Recently from Austrade we have heard about opportunities with such places as China and Latin America. In this issue it looks at Colombia, a most interesting part of the world.

Recently on a trip, I had reason to stay over at a nicely cleaned 3½ star motel and was a little bemused to find they were still doing

all their bookings manually. This prompted me to ask Robert Garde of Starfleet to come up with an article on computerising your front office. This too appears within.

Our Profiles on people and motels has again taken us to four States. These features include a Queensland shearer who, after many years of this back-breaking work, has now bought his second motel, and wishes he had made the break years ago. Then there’s the former Sydney fencing contractor now running a motel at Forster, and another business that started out with 44 rooms and today has extended this to 200.

Among the other various articles are one on testing and tagging your electrical equipment, and another about those pesky flies that can still bob up at this time of the year. If you have any particular topic you would like see featured in these pages, don’t hesitate to contact our Victorian office. Until next time, keep your heads up in this period of global recession, as Australia is one country (as we have shown in the past) that can bounce back better than ever. n

Publisher’s Message“

Good advice is important, though there could be a long way to go for people obtaining advice in their best interest; and not in the best interest of people passing on

the advice ”

Colombian engagement with Australia on the rise

> Story on page 14

mo | Vol 10 No. 1 | 5

Motels form an integral part of the Australian tourism landscape. Through your hard

work, Australian families and business travellers have access to quality accommodation at affordable prices.

The Australian Government recognises the unique contribution you make to the Australian tourism industry. As Minister for Tourism, I appreciate the hard work and long hours that go hand-in-hand with owning and operating a motel. I also appreciate the contribution your sector makes to Australia’s $40.6 billion tourism industry particularly in regional and rural communities.

Domestic tourism will be impacted by the global recession, albeit to a lesser extent than would otherwise be expected in a downturn due to stimulus measures and other support provided by the Government. I have urged Australians at every opportunity to use their stimulus payments to take their family on a great Aussie holiday. After all, $900 goes a long way in an Aussie motel.

The stimulus payments were made at the same time as I launched the No Leave – No Life campaign.

This campaign encourages Australian workers to use their 123 million days of accrued leave. This campaign is specifically aimed at encouraging Australians to travel locally; as such, it will be of particular benefit to the motel and general accommodation sector.

The campaign also benefits business by helping reduce the liability of accrued leave. Reducing unfunded liabilities makes good business sense.

During these difficult times, I would like to reassure you that the industry is not alone in facing the challenges of this crisis. The

Message from the Minister for Tourism

Australian Government has taken a number of measures to instil confidence within the Australian economy and, with it, the tourism sector. The economic stimulus packages have already dramatically increased the money flowing through our economy and anecdotal evidence suggests that the tourism industry is benefitting from this.

The motel industry is also a major beneficiary of the 2009-10 Budget through the biggest road investment program in the nation’s history. The Australian Government has allocated $3.4 billion in new money, leading to a total investment of $28 billion over six years (2008-09 to 2013-14).

This investment will make the highways and byways of Australia safer for motorists and more attractive as travel options.

We are also working to ensure that Australia retains its share of the global travel market. Through 2009, the Australian Government, through Tourism Australia, will continue to maximise all opportunities to build and enhance Australia’s reputation as a desirable international destination.

The Australian Government also continues its work on the development of a National Tourism Accreditation Framework to encourage and promote quality within Australian tourism; and on the National Long-Term Tourism Strategy to address supply-side constrains which have for too-long been allowed to limit the development of your industry.

Together, these initiatives will help support the motel industry through the current difficulties and also help establish a firm footing for the recovery and beyond.

Martin Ferguson AM MP Minister for Tourism

8 | Vol 10 No. 1 | mo

Refurbishing: When things go wrongBy AMANDA BEAZLEY Managing Director and Designer, John Beazley & Co Pty Ltd

What to do if something goes wrong:The only thing to do is rectify the situation. You cannot afford to let the issue, whatever it is, have a bad reflection on your property. However, by now you probably have spent all your money on the Refurb itself so firstly try and have the situation rectified by the people who let you down. Make the company responsible accountable for their mistakes. Insist on them fixing the problem or replacing the product. Call on Guarantees and Warranties.

If you are forced to rectify the situation yourself, then don’t make the same mistake again. Work methodically through the issues, rectifying the most damaging or potentially dangerous ones first.

How to choose the RIGHT company:Firstly you should be selecting a company that specialises in Commercial and in particular Hospitality Projects. The right company should be evident by their past projects, clients and reputation. Don’t be scared or complacent about ringing up one of their past clients and getting a reference, this is the best way for you to discover how the company works, how they respond to pressure and how they conduct themselves in the process of a Refurbishment.

Question the Company about the AAAT Guidelines and their knowledge of these details. After all, you will be trusting this company to make design decisions that will effect your rating potential. Make sure they have the history in the Industry and are not a new company that may not have

Many things can go wrong when you ‘DIY Refurbish’ and you don’t really have

the experience. Experience that takes many years, and many projects to obtain. There are many trades you need to be familiar with, many industry guidelines and ‘do’s and don’ts that you need to understand, and products and colours that you need an eye for.

It is in no way an easy task, and one that should be left to the professionals. But what happens when you think you are buying the correct product and using the right people and it all goes wrong? Well…you end up with a mess that is costly and hard to rectify.

Recently we were called into a property to help rectify just this problem. The owners had spent a considerable amount of money on refurbishing half of their property, and before they were able to do the second stage of the Refurb, the first lot of furniture was coming apart. Chairs were cracking and breaking making them unsafe to use. The furniture was badly chipping and marking and was no longer sturdy. Fabrics were already showing signs of fatigue. Worst of all, the products were imported and no longer available, not that they wanted the same product as replacement. The Company that supplied the goods were unable to offer a more suitable alternative and so this particular property now has to re-refurbish rooms that are only six months old.

Unfortunately situations like this happen on occasion. So how can you avoid this happening to you?

How to avoid a bad refurbishment:

Use a professional Company that •specialise in the Commercial and Hospitality Industry.

Work with the designer to choose a •colour scheme and products that are suitable to your property, not your home.

Do your homework and look into the •Company and it’s reputation.

Look carefully at the product and how it •has been performing in other properties and similar situations.

Look at the Guarantees and Warranties •before you purchase.

the required experience. This will also be important if you ever need to call on Warranties. A warranty is not much good if the company no longer exists. You want to know that when you are handing over your hard earned money, it is to a reputable company that has withstood the test of time, especially in today’s economic climate.

It is also important that you feel comfortable with the company and its staff as you will be working closely and intensely with them during the Refurb.

How to choose the RIGHT product: This should not really be your decision because if you have chosen the right Company to do your Refurb, the product they manufacture or supply should also be suitable. However you first and foremost need to look out for Commercial Products. These are completely different from the product you may put in your home. A sofa, for example should be constructed by using Commercial Foams and Commercial

manufacturing procedures, as should beds and chairs. The fabric selected for any Upholstered item, should also be rated ‘Commercial’. Each fabric used in the Industry has been rated by the way of what is called a ‘Rub Test’. Basically this means that the fabric has been rubbed to the point where it shows signs of pilling or distress and from this test it is then rated. These fabrics and products don’t necessarily cost more than residential but will perform in a Commercial application, and are therefore essential when investing in a Refurbishment.

Be especially careful if the Company you have chosen to do your Refurbishment is recommending, or if you are independently purchasing, imported furniture. There has been an influx of imported furniture and it is only now becoming evident that not all of it is performing as it should. Personally I still prefer Australian products for many reasons, not the least of all to support our local Industry and economy, they can be easily replaced or purchased as ‘one off’ pieces if necessary and, contrary to

some belief, they are not necessarily more expensive. If however you choose to use imported furniture, make sure of these few things; they are Commercial with reinforced construction, they can be easily replaced in small ‘one off’ pieces in the future, come with a commercial guarantee or warranty, and also that you see a sample and the consistency of the product can be guaranteed. Often what you see as a prototype, and what you get, are two different things. Also once again, ask for a reference of where the product has been used and go and see how it is performing in a real situation in an Accommodation Property.

If you invest in your property wisely, the result should be evident for many years to come. Your guests will enjoy and appreciate your efforts.

When you have finished a Refurbishment it should look like this (next page) in 6-12 months and many years later. Of course any product should be properly maintained. If you do so, your property >

< should not need another Refurb for 3-5 years for ‘Soft Upgrade’ and 8-12 years for a ‘Full Refurbishment’. Of course this depends on your maintenance programme, your guests and most of all, the product you choose initially. n

mo | Vol 10 No. 1 | 11

1. My husband / partner / parent / receptionist (delete which is not applicable) is not computer literate and couldn’t handle a computerised booking system.

2. We like to keep a personal relationship with our Guests.

3. It’s easier for us to use pen and paper.

4. Can’t afford the cost.

5. Too hard to change from what we are using now.

6. Don’t need to change (also known as resistance to change).

7. Don’t keep any paperwork we don’t need to have (also known as keep the cash and hide it).

8. Computers are too unreliable – we might lose all our records.

9. Last but not least, we have minders in periodically and they can’t run a computer system.

Computerising MotelsBy ROBERT GARDE Starfleet Business Solutions

I’ve sometimes wondered how these properties get on doing their payroll since all motels have relatively large staffing requirements with often quite a few casuals.

Next on the list are those properties that run a manual booking system, and also utilise an accounting system (for example MYOB or QuickBooks). All the bookings are recorded on the day book manually, and if a Guest requires an account then this is done manually on the accounting system. The (slight) bonus here is that the property can also do the payroll on the accounting system instead of manually or using a contractor. If staff can handle this degree of automation then there aren’t many excuses for not having a computerised booking system.

Thirdly, there are those properties that have had someone (usually well meaning) assist in the design and implementation of an Excel spreadsheet-based system. In this category I also put properties that have had an Access (or similar) database program custom written especially for them. While it seems like a good idea at the time, the truth is that the cost of any customised solution isn’t a saving in the long term. And, maybe also not a saving in the short term either as the amount of work and testing required for a custom designed solution substantially outweighs its benefits. It’s not unusual for the management here to pull the pin after a while and get a proper Front Office system. They have by then seen what computerised systems can do, spent too much time on a custom system, and have decided to go for a professional solution.

When you get right down to it, almost all computer-based booking systems offer

I still am surprised whenever I walk into a Motel and see a pen-and-paper booking system in

reception. In this technological age where everybody uses at least emails to communicate, having a computer is an essential part of doing business if you run an accommodation property. I haven’t seen a property for some time that doesn’t at least have a computer for emails (and also used to play the odd computer game or surf the Internet when things are quiet).

For these properties, the excuses not to computerise accommodation bookings are many and varied! If you are one of the accommodation properties that are still manual, don’t feel alone. There are lots of you out there! And if you are determined, you can maybe add one of the following to your list next time someone suggests you get computerised!

12 | Vol 10 No. 1 | mo

a number of advantages over a manual system, even for smaller properties! These are as follows:

1. Reduction in labour costs. Some Moteliers say “well, we are on the premises all the time anyway”, and my answer to that is “surely some time could then be spent working on the business and not in it!”

2. Better control over bookings and less likely to make errors in booking. Most Moteliers nightmare is to be fully booked and have someone unexpected turn up claiming to have a confirmed booking. If that booking is through a booking agency, then things can easily be even more embarrassing. Murphy’s Law works well here usually ensuring any nearby properties are also fully booked! Also very annoying is the belief that you are fully booked and have turned away a couple of late walk-ins to later find out that a booking or two has been put in for the wrong date and there are actually spare rooms.

3. Timely presentation of accurate accounts to guests. Guests can also be given a booking confirmation number at booking time. Or this can be emailed out of the computer system.

4. Minimization of manual errors.

5. Allows management to work on the business more and less in it. Or take some time off!

6. Some reports further reduce the workload. For example, in Australia there is the quarterly accommodation survey and in New Zealand there is a monthly statistical return.

7. Provides substantial reporting capabilities to assist in the ongoing management of the property and provides comprehensive records to support a possible sale.

8. The Guest arriving in reception sees a more professional business.

9. Storing and retrieval of Guest data for returning Guests or marketing purposes.

I am sure most Moteliers would agree that marketing their property is a very important thing to do. There are always a few exceptions who disagree and seem to wait by the roadside assuming that there will always be enough people driving by who will pull in and stay. I wouldn’t like to be in that situation – as that well known song says: “The times they are a-changing”! To quote an extreme case, dinosaurs died out because they could not adapt to changing conditions like we have now. Who wants to be a dinosaur?

Putting more effort into marketing the property, particularly in the current tough economic times would be very high on my list. A computerised system can assist substantially in this. From contacting existing Guests on your database to give them special offers to evaluating where your Guests come from and how they find out about you.

I know of one regional property about 10 years ago who regularly spent over $10,000.00 per annum on Yellow Pages advertising. He believed that this expense was essential even though he didn’t know for sure whether he actually got many bookings from them or not. 12 months after putting in a computer system, he decided that most of the $10,000.00 was better spent on other forms of promotion! The computer showed him that in 12 months there were actually a negligible number of Guests who had used the Yellow Pages to find him.

Now, if you are interested in going computerised, sit down and work out what you want your system to do. Is it just bookings, or do you have a PABX that you want connected to the system to send Guest phone calls direct to Guest accounts? While PABX’s are no longer the revenue stream they used to be they are still essential. And if staff forget to put Guest phone calls on their accounts this loss of revenue (although usually small) can add up over a period of time. I have been told a number of times about staff forgetting to put calls on and even with expensive calls believing that the Guest couldn’t possibly have made a call that cost that much. It must have been an error in the PABX!

Are Internet bookings something you want to add from your website? I have to say there are a few properties out there that still don’t have a website but that’s another story.

Do you have a small restaurant and want to computerise that at the same time? Or, are you running an accounting system and want your Front Office to link to it?

One of the best price / performance options is readily available to New Zealanders. Holiday Guide (through the Motel Association of NZ) offers associates a very reasonably priced on line web booking link. In use, this picks up enquiries on the Internet (say you Googled for accommodation in Wellington) and usually very high on the list is Holiday Guide. Select a property from Holiday Guide and the booking you make could be an online one directly to the property. These can be very low cost for the Motelier! Jasons recently bought out Holiday Guide and have just started offering it in Australia. Could be a good recession-buster linked to a Front Office software package.

Computer software comes in many forms from very basic to extremely expensive (unless you are a 100+ room 6 star resort of course). I’ve categorized some of these below.

1. First cab off the rank are the programs that can be downloaded off the internet. Often from the USA and often costing under US$500.00 (sometimes substantially so and also be aware of the exchange rate differences) they have been written for that market and may or may not suit our conditions. The better ones can work quite well here although you need to remember that the only assistance you get will be by email and reading the manual (if any). Often there is a fixed annual fee required or the program ceases to function (the fee usually includes help via email). Sometimes the charges are high for add ons (like a connection to a PABX for charging calls to Guests). If you are computer literate and willing to take a chance then one of these could represent a low cost way of getting a booking system. You might already know another Motelier who got one of these and get their feedback.

Computerising Motels

2. Next are the booking services that are usually offered for a fixed monthly fee on the Internet. Join up and you can get bookings from them and also manage your own Front Desk bookings with the included Internet based software. Usually works well for smaller properties but be aware that there is often a per booking commission charge involved as well as a monthly charge. And, there is no data saved on your computer so you can’t always readily use it for your own purposes. If you are not in the category of a very small property the range of features available might not be enough for you.

3. Somewhere in the lower – middle range are the older DOS based products still being used by some properties. Hard to use and train on, limited feature set and not a lot of extra options. Not a lot of support either! Most of these are no longer being offered for sale fortunately!

4. Mid range products are readily available from Australia and NZ suppliers as well

as overseas. The local products are designed for the local market but not all have the feature list to match state-of-the-art products. Support is also variable. Prices here are usually in the range of A$3,000.00 to A$15,000.00 depending very much on the size of the property and the features / options desired. Some suppliers offer a pay-by-the-month arrangement (usually starting at around $200.00 PCM including support) whereas others charge a once off supply and install charge. Check carefully what your total commitment is as the pay by the month plan can add up a lot over (say) three years. Most offer ongoing support packages.

5. Upper end products can be the optimum selection if you have a very upmarket property. However these usually start from at least A$15,000.00 and go up from there. You also obviously get a wide range of features appropriate to the cost.

As in all things, do your research! If you have decided to purchase Front Office software, do some homework and keep asking questions of suppliers until you get enough information to make a decision. Make sure you get a really good look at your final choices. I’ve been told by a number of Moteliers that that requests for information and prices don’t always get an answer (surprising in these recessionary times). Also check out the level of after sale support agreements offered and the cost of this. Could be very important with staff changes!

Last but not least, the ATO currently offers an extra 30% depreciation capital purchases of software and / or hardware if is ordered before June 30th 2009 and installed before June 30th 2010. This represents a considerable cost saving. Check with the ATO website or your accountant for details, and to see whether you are eligible for this. Could be a good way to reduce your purchase cost! n

14 | Vol 10 No. 1 | mo

The prudent fiscal policies and structural reforms being undertaken by President Uribe’s government have resulted in a strengthening of public finances, a steady decline in unemployment, increasing household consumption, and growing business confidence.

This has enabled Colombians to increasingly join their Latin American cousins to discover first hand why Australia has consistently rated as the ideal destination for business, travel and lifestyle.

This has been assisted by increased travel options to the region, namely the direct non-stop options offered by Qantas to the region.

Colombian engagement with Australia on the riseBy SARKIS KHOURY Austrade

The Australian Trade Commission – Austrade – has been helping too through its network of eight points of presence which cover the region, in particular through its office in Colombia.

Austrade’s network is a major asset for Australian businesses, providing a competitive advantage in accessing export and investment opportunities in the vast and highly diverse Latin American markets.

This assistance is especially helpful with the Colombian government also

encouraging investment to further develop the country’s mineral and resource processing facilities, infrastructure, agriculture, and training.

With greater security and economic certainty in Colombia, Australian businesses are already taking up opportunities in sectors such as oil and gas, mining and resources, agricultural processing, and services - particularly education.

Australia already has major investments in Colombia’s resources sector, which in turn is helping to create opportunities for smaller Australian firms supplying minerals processing technology and services.

Colombia’s growing population, and the need to rapidly improve its skills-base, is

Buoyed by improved economic conditions and greater stability after internal concerns,

Colombians are branching out and increasing their engagement with Australia for business and pleasure.

Colombia has been pursuing an energetic domestic reform agenda which has resulted in a significant improvement in economic conditions in the country and helped Colombia achieve good growth figures over recent years.

According to the International Monetary Fund, GDP growth in Colombia was 4 per cent in 2008 and the Colombian economy should continue to expand in 2009, despite the worldwide downturn.

mo | Vol 10 No. 1 | 15

opening up opportunities for Australian universities and vocational training institutions.

Expo Australia 2008 held in Colombia, along with its neighbouring countries in the region, help to showcase Australia as a destination for study, business, tourism, fashion and offers an array of food and beverages, including wines.

This initiative not only helps create greater opportunities for Australian businesses but also showcase Australia as a smart, dynamic and affordable destination for quality education services.

With a combined population of more than 380 million across the region and a growing group of under-25s, Mexico, Colombia, Peru, Chile and Brazil represent the biggest student market in Latin America.

Colombia is the second largest source of students from Latin America after Brazil, with over 7,500 Colombian students enrolled in Australian institutions in 2008, an increase of 42 per cent from 2007.

Austrade is also working on a number of key projects to develop further business for Australians in Colombia such as an Australian Investor delegation to a major Mining Congress to be held in Cartagena in June 2009 and organising an Australian Pavilion at Mining Colombia in Medellin during September 2009.

With increased events and ongoing opportunities like these planned across a range of sectors, will continue to help publicise our country and whet the appetite of potential visitors to visit Australia.

Austrade can helpStrange as it may seem at first glance, in-bound tourism is also actually an export. International tourists in Australia bring

money into the country and in-bound tourism makes use of Australian services through what we have to offer in hospitality.

We have found that tourism operators in Australia are often not aware of the number of finance assistance and other services which are available to help them.

Austrade has a range of services for the tourism industry, including for hotel and motel owners. This includes providing advice and information on about getting into exporting and assistance on the ground in foreign markets.

For example, hotel and motel owners may qualify for financial assistance through the Austrade-administered Export Market Development Grants (EMDG) scheme.

The EMDG scheme is the Australian Government’s key financial assistance program for aspiring and current exporters. The scheme encourages small and medium sized Australian businesses by reimbursing up to 50 per cent of expenses up to $200,000 per year per business for eligible export promotion activities, above a $10,000 threshold. Applications for this year open on 1 July 2009 and close 30 November 2009.

Firms may be eligible for partial reimbursement of export promotion expenses through the EMDG scheme, such as those incurred in overseas marketing visits, attendance at trade fairs and seminars, conducting in-store promotions, and communications, free samples, promotional literature and advertising.

For more information on how your business can benefit from the EMDG scheme visit www.austrade.gov.au/exportgrants.

A number of other servicesAustrade also provides a number of other services for exporters:

Market assessment and selection – Austrade subscribes to a number of industry research databases that can be used to conduct secondary research on consumer behaviour, competitive analysis and market trends overseas. This is usually the first step in assessing potential overseas markets. Austrade then asks its overseas offices to conduct a quick market assessment (usually 3-4 phone calls) to confirm market potential, and the feedback is used to prioritise markets.

International trade fair program – Each year, Austrade takes part in a number of international trade fairs in order to showcase Australian products and services.

Business matching – Austrade identifies and makes appointments with potential business partners in overseas markets. In addition to this business matching, face-to-face appointment program, Austrade also uses video conferencing facilities in its overseas offices. This allows Australian companies to have virtual meetings with potential business partners overseas, which can result in significant savings in terms of time and travel costs.

Austrade is represented in more than 110 overseas locations in over 60 countries. Across Australia, Austrade’s domestic network comprises 18 offices and a network of 50 Tradestart offices including 8 Export Hubs.

Austrade’s network is available to help Australian exporters to reach out to their customers and business partners all around the world.

Contact AustradeFor more information about exporting phone Austrade on 13 28 78 or visit: www.austrade.gov.au n

16 | Vol 10 No. 1 | mo

Even in difficult economic times, the need for workplace safety doesn’t stop and is mandatory under workplace safety legislation. Testing and tagging is the best way to ensure all your electrical plug-in appliances are safe for your guests and staff to use.

Frequency of testing required varies dependant on the industry and/or site where the appliances are being used. In the Motel industry in Australia, the Australian Standard ASNZS3760:2003 determines that electrical plug-in items in places of accommodation are tested every 2 years. In a commercial kitchen testing would be carried out every year. Office equipment in your motel reception and office areas are tested between 1-5 years depending on the environment or in accordance with your written risk assessment.

Motel rooms usually have the same thing in one which does help the manager to budget for testing & tagging. For example testing

Are you ‘Accommodating’ Electrical Safety?By RIC FEAR Managing Director, A1 Testing & Tagging Pty Ltd

How sure are you that your guests can have sweet dreams in your motel and not be risking electrical nightmares? It sounds a bit dramatic,

but it’s important to be safe and ensure that your electrical appliances are not dangerous for your guests or staff to use.

People often ask me about what testing and tagging is and how does it relate to them? I’ll briefly explain about testing and tagging in the motel and accommodation industry.

1. What are your obligations?

2. How often do you need to test?

3. What is tested exactly?

4. What if something fails?

5. Who can do it?

www.A1testing.com.au 1300 303 759 info@A1testing.com.au

Hassle free electricalsafety testing!

Conduct your own testingTest and tag your own appliancesin-house with the state-of-the-artAlphaPAT system used by thetesting professionals.

Your first choice for Testing & TaggingOur test and tag service ensures your

workplace or accommodation is compliantwith Australian Standard AS3760 and

current OH&S practices.

Call us now for special rates!Quote MO 04

Test & Tag training coursesComprehensive training held in all

States – how to test and inspectelectrical equipment in accordance

with AS/NZS3760.

Australiawide

1300 303 759

may include a kettle, toaster, iron, lamp, fridge, TV and clock-radio in each room.

Correct testing includes a thorough visual check of each lead for cracks, damage or exposed wires. This is very important as 90% of faults are detected upon visual inspection. Each item is then plugged into testing equipment which does a run test checking for faults in earth continuity, insulation/leakage, and leads with re-wireable plugs fitted also have polarity tested. With so many cheap imported products on the market these days, you may not be surprised at how often faulty items are detected.

Once a test is completed a tag is put on the item showing that it passed. The tag will also show test date, when retesting is due, and

who has carried out the testing. Unfortunately appliances do fail from time to time and these items will be tagged with a ‘danger’ tag and must be removed from service immediately.

Testing and tagging needs to be carried out by a “competent person”, this may be someone who has completed training and has the appropriate experience. Motels often get their appliances tested by an electrician or by testing and tagging contractors. It may even be worthwhile buying equipment and training up a couple of staff members to get the job done cost effectively. It is just a matter of having people who you can spare from their usual activities as, like all things, it takes time to visually check and then test each item.

Electrical safety testing and tagging is a bit like insurance, you might never make a claim but if there is a problem you’ll be glad you have it. Insurance companies often acknowledge your reduced risk and this helps keep your insurance costs down. You will pass safety audits with flying colours. And from a marketing angle, the tags are a visual reminder to your guests that you are thorough and care about their safety. Yes, your guests really can sleep well at night. n

Ric Fear has been responsible for OH&S and safety in public venues throughout his career. Over the last 6 years as director of A1 Testing & Tagging Pty Ltd, Ric has carried out testing and tagging for all types of industries and he now

conducts test and tag courses training people around Australia to carry out in-house testing and tagging for their organisations.

For more information contact www.A1testing.com.au

mo | Vol 10 No. 1 | 19

rather than being rewarded predominantly for providing facilities.

How will your STAR Rating be determined?

Previously STAR Ratings were determined by achieving a single score out of 1000, providing all Essential Items were met. This may have encouraged properties to ‘chase easier points’ to raise their STAR Rating.

The Scheme’s new approach will determine a property’s STAR Rating by the lowest band of the three Key Areas of Assessment – Cleanliness, Quality & Condition and Facilities & Services. Properties must meet minimum levels across all three key areas of assessment to be awarded their STAR Rating. A percentage score is achieved by aggregating points, weighted by consumer importance, awarded against over 400 items across the property.

This methodology is designed to encourage consistency throughout all areas, as well as reward properties that place an emphasis on quality furnishings and fixtures.

New Method of Assessing MotelsBy CHARLES DEUCHRASS, AAA Tourism

In the example below the property has achieved a 2½ STAR Rating. To raise this STAR Rating the score for Quality & Condition would need to be improved.

A moratorium will be applied and properties that achieve a lower STAR Rating as a result of the Quality & Condition assessment will be given one assessment cycle to make the required improvements, assuming that the prior Assessment Report had not referred to the relevant areas of concern. This moratorium provides time for Operators to undertake improvements to meet the Quality Standards required at the desired STAR Rating.

New Assessment of QualityThe previous Motel Standards did not specifically assess ‘quality’ within a property,

The first assessments under the new Motel Category STAR Rating Standards will be conducted in

October after an extensive review and field testing process.

Since the last Motel Owners Journal update, AAA Tourism’s STAR Ratings team and Assessors have spent six months reviewing feedback, fine-tuning and field testing the assessment Standards & Guidelines. AAA Tourism has also held workshops with industry professionals and RMIT University to train and educate Assessors on quality identification.

Two key outcomes have emerged from this review, shaping a Scheme that will be more comprehensive and more accurate in assessing Motels across Australia.

Firstly, the way a property’s STAR Rating is determined has changed. This improvement will reward properties that are consistent throughout three Key Areas of Assessment – the provision of Facilities & Services, Cleanliness and Quality & Condition.

Secondly, there is now an increased focus on the assessment of a property’s quality

Cleanliness Quality & Condition Facilities & Services STAR Rating

Excellent Excellent Excellent 5

Very Good Very Good Very Good Plus 4.5

Very Good 4

Good Good Plus 3.5

Good 3

Good Moderate Moderate Plus 2.5

Moderate 2

Acceptable Acceptable Plus 1.5

Acceptable 1

STAR Rating = 2.5 STAR

20 | Vol 10 No. 1 | mo

< but simply recognised the provision of the item, its cleanliness and condition, with a broad assessment of the internal and external Appearance & Décor.

There will now be more than 30 specific areas assessed for quality making this part of the assessment far more comprehensive.

The key reasons for this change are firstly to reflect the importance that consumers place on quality and also to reward those properties that have provided enhanced quality in the past without it being reflected in the STAR Rating.

Advice from industry experts and Australian Design Institute suppliers has helped formulate the new Quality Guidelines.

Using towelling as an example, the Assessor will award points for having towelling items and assess their Cleanliness and Condition. The Assessor will then determine the quality standard of the towels. The score for Quality however is linked to its Condition, so whilst you may have a high quality item, the score can be reduced if there are issues with its condition.

Quality identification training workshops were conducted for Assessors lead by independent design experts to define Quality using physical examples. Five lecturers specialising in different fields covered all areas where Quality will be assessed including bedding, carpets, furniture and bathroom fittings to name a few.

The new Motel Standards will provide a much fairer system and are anticipated to help reduce the present variation in quality between properties, especially those at the 3 ½ STAR level.

The Australian STAR Rating Scheme continues to provide a credible certification system for all Australians with recent consumer research confirming the STARS are recognised by 99 percent of consumers and 84 percent using the STARS when choosing a place to stay. n

New Method of Assessing Motels

For more information contact:Charles Deuchrass 03 8601 2276

QUALITY STANDARDS AND GUIDELINESTowelling ItemsBelow are typical indicators of various quality levels that may include but not limited to the following examples:

SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT

• Basic light weight towels

• Mismatched in colour and style

• Medium weight towels

• Standard size

• All towelling is consistent in colour and texture with bathroom decor

• Heavy weight / fluffy towels

• All towelling is consistent in colour and texture with bathroom decor

• May incorporate design enhancements such as woven patterns

Quality Resort Horizons Snowy Mountains. Photo courtesy of Choice Hotels Group

Smarter Cleaning.

Learn more about Cleaning Carts at

www.rcpworksmarter.com

22 | Vol 10 No. 1 | mo

Fruit (Vinegar) FliesFruit flies are attracted to yeast growth that cause fermentation in (over-ripened) fruit and vegetables. A dirty garbage bin, unclean mops or dishcloths, drainwater in refrigerators and food particles behind kitchen equipment can also support a heavy population of fruit flies. Fruit flies do NOT bite humans but are a nuisance pest and a sign of unclean premises.

MosquitoesMosquitoes rely upon water for survival of the larvae stage. Check your locality to ensure no stagnant water containing mosquitoe larvae. If found, empty the container or use lavender in water pool areas. In large areas contact a professional pest controller.

Mosquitoes are blood-sucking insects that cause great annoyance and secondary infection to some affected people. Electronic fly traps are highly effective at attracting and killing mosquitoes. In high infestation areas some judicial use of pesticide spay and residual spays may be useful.

Integrated Pest Control MethodsAccording to Glenn DuBois, Technical Director of the APCA Australian Pest Controllers Association Inc, the professional control aspects for a variety flying insects have some common principles.

Direct chemical treatment of individual flying insects has limited value. Better to concentrate on elimination of potential food sources; prevention of physical access and trapping of the flying insects.

Elimination of potential food sources

Flying insects are heavily attracted to light, as well as food and •moisture Where practicable, eliminate the flying insect breeding sites and food sources. For example, check the garden-laden drain water and clean the gelatinous material in drain pipes.

Basic regular cleaning and disinfecting is fundamentally •important in reducing the number of potential fly breeding sites.

Keep overripe fruit in the refrigerator before fermentation •begins.

Any contaminated food stuffs should be discarded as soon as •practicable.

Flying Insect Control in the Hospitality IndustryBy GLENN DuBOIS

For positive customer goodwill and health reasons, hospitality businesses need to minimise the presence of flies, mosquitoes and other flying insects,

particularly in kitchen and indoor eating areas.

The main culprits we deal with in this article are bush flies, fruit flies and mosquitoes.

Bush Flies Bush flies are feared carriers of a range of diseases, pathogens, salmonella and other stomach complaint organisms. Bush flies lay their eggs in cow dung pads, congregrate on and eat rancid meat and other decaying food products, and are highly mobile. Flies readily fly

directly from filth to the dinner plate. It is true that flies have sucking mouthparts – they need to vomit on solid food to help dissolve and make the food more edible.

Flies breed prolifically all year round in the tropical areas of northern Australia. In spring, the warm northerly winds carry them south, sometimes covering several hundred kilometres in a day. By November they cross Bass Strait to Tasmania and are a major problem in all Australian states. They tend to die out during the colder winters of subtropical areas.

Prevention of access to sensitive areas

Although easier said than done, you should aim to restrict •access of outside flying pests to indoor areas. Proper screening and proofing of premises where food or waste is stored, processed or handled is recommended.

Install fly screens on doors and windows. Note: fruit flies can •gain entry through standard window screening but not 16 mesh or finer screening.

These flying insects are heavily attracted to light. Wherever •possible use a special yellow light above doorways and windows that is not attractive to insects.

Mercury-vapor lamps at such entrances should be replaced •with sodium-vapor lamps.

Installation of electronic fly zappers and sticky trap units

Flies and mosquitoes by nature use UV rays from the sun to navigate.

According to the APCA, “Fly zappers and traps that use a ultraviolet UV light (not florescent tubes) as an attractant are the most successful at attracting a wide range of flying insects and they are becoming the industry standard for fly control throughout the world”.

The APCA recommends the use of “electronic fly zapper and sticky trap machines containing attractant blue UV lighting tubes, in food processing and hospitality areas, where they will

not compete with alternative light sources. Such machines can be wall mounted and ceiling suspended. The ideal height is about 2 metres above the ground, as this is the height at which fly pest species frequently settle.”

Ensure the machine has a 365nm wavelength – a safe form of UV. Much shorter wavelengths may cause sunburn from prolonged exposure. The machines must be kept clean and serviced regularly. The blue light tubes wear out (ineffective) and need replacing every 12 months. The APCA recommends siting the machines in such a way that flies are drawn away from sensitive areas, rather than drawn towards them.

Sticky trap units catch flying insects on a glue board, which should be monitored and replaced weekly or monthly depending on intensity of infestation. Advantages include silent operation, lower cost, ease of installation and monitoring. n

For further information – contact Glenn DuBois 1300 660 200 or visit the APCA website www.PestControl.org.au

location, bed bugs will migrate to areas of least exposure, such as mattresses and bed bases, making them very hard to detect. It only takes 3-4 months for a home to be fully infested and this is only when the bugs become visible.

Bed bugs eat at night and exclusively feed on blood. Their bites feel and look similar to mosquito bites. Often they are painless and result in small, red, itchy bumps along the body. Dark spotting and staining on sheets, mattresses, pillows and clothing are visible signs that they have taken up residence. The staining is from excrement and blood left by crushed bed bugs. In severe cases, bed bugs leave an offensive sweet, musty odour produced by their scent glands.

Protect-A-Bed’s AllerZip® with patent-pending BugLock™ is certified to be bed bug entry, escape and bite proof and is renowned as a highly effective tool in helping to manage and prevent bed bug infestations in both residential homes and outlets within the hospitality and healthcare industry.

AllerZip® has a patent pending enclosure system; Buglock™ that incorporates a safety sealed trench with micro-zipper teeth for an extra tight seal. Secure Seal™ attaches to the zipper as an added tie down point on the encasement. This means that under no condition will the zipper pull away from the clasp.

Richard Cooper, leading US entomologist and Director of Cooper Pest Solutions, New Jersey, USA, is quoted as saying; “In

my opinion, the best encasements designed are by Protect-A-Bed®. These mattress and bed base encasements were developed specifically for use with bed bugs. They have been tested extensively by an independent research laboratory using scientific methodology, to demonstrate that they are completely bite-proof and escape-proof”.

AllerZip® with Protect-A-Bed®’s Miracle Membrane® also provides bedding solutions for general hygiene, allergies, eczema and bedwetting. AllerZip®’s waterproof barrier is air vapour porous so breathable and cool and comfortable to sleep on.

AllerZip® is a total solution in bedding hygiene and the perfect tool to combat bed bugs infestations. n

For information on AllerZip®, your local Protect-A-Bed distributor or an associated Pest Management company, please call 1300 857 123 or visit STAND K36 at Furnitex – Australian-Made Section.

References:1. The resurgence of bed bugs, Stephen L Doggett amd

Richard Russell, Westmead Hospital, Australia, Proceedings of the Sixth International Conference on Urban Pests.

Bed Bugs are Back! Protect-A-Bed® AllerZip® – the Proven & Permanent Solution.

S ince the late 90’s bed bugs have made a comeback. In fact, between 2000 and 2006, bed bug infestations in Australia

increased by an extraordinary 4,600%!1 Protect-A-Bed® is recognized as the premier provider of mattress and bed base encasement products worldwide. Product-A-Bed®’s innovation AllerZip® is the tried, tested and proven solution to prevent and control bed bugs.

Reasons for their resurgence include; increased international travel, changing pest control methods and bed bugs developing an immunity to many insecticides.

Infestations can be found in residential areas, hotels, hospitals, nursing homes, and university dorms – in fact any location which has beds and soft furnishings. Bed bugs are well adapted to living with humans. As a successful parasite they prefer to sleep near their next meal; close to where people sleep or lounge.

Bed bugs are flat, allowing them to get in or behind anything. When first infesting a

mo | Vol 10 No. 1 | 25

I remember sitting having a drink in a hotel in Sydney near the airport when I noticed that a drip of condensation from my glass of ale hit the armrest of the lounge I was resting in. I wiped it off with a napkin and realised how soiled they were because even this was enough to leave a cleaner strip on the armrest of the lounge.

I mentioned this to a carpet cleaner I know from the WoolSafe Certified Operator Network. He cleans leather lounges as well as fabric lounges, and of course carpets. He called around to the hotel and showed them what he could do with their lounges with professional cleaning treatments. The manager was shocked at how soiled they were and got him to clean all 25 armchairs.

The carpet cleaner was happy, and so was the hotel manager, because it made them look like new and really brightened up the tired looking furniture at a fraction of replacement cost.

By COL NATION

Ever seen a yellow, blue or green cow?

So what is leather and how does it get onto a lounge suite in all those different colours? And how do we look after it to keep it looking really good? I’ll try and answer these questions to help you understand leather and how to look after it. >

When Adam and Eve moved to the colder climates, they found that fig leaves just

weren’t good enough as apparel to protect themselves from the cold. Most animals had nice furry coats and pretty soon leather had been discovered as an ideal material for making clothing, and even furnishings.

Even today, most furniture shops are half full of leather lounges and many of the non leather lounges are made to look like leather furniture. Suede look fabrics are becoming so popular that some of the furniture shops don’t even stock the fabric samples for other types of fabrics. So what is leather and suede and how do we keep it looking good?

“Suede look” or “Faux Suede” fabrics are very popular at the moment and can be cleaned like most normal fabrics, because that is what they are. But real leather is different, and has to be cleaned and maintained differently to fabrics. There are many different finished on leather and it is not always easy to pick the differences.

Most people will tell you that leather is great for upholstery because all you need to do is give it a wipe over and it will be fine. This is fine for a while, but eventually the sweat and pollution soiling will build up on the leather and they can start to look a bit sad. The gradual build up can catch us unaware.

Soiling is such a gradual process that we don’t tend to see it. It’s a bit like odours, we get used to them and don’t smell them after a while, but someone else new to the scene will certainly notice a bad odour that we have gotten used to. (There is probably another story in odours that I will deal with in a future edition).

mo | Vol 10 No. 1 | 27

First of all, Don’t worry, no animal has died to make a leather lounge suite. Furniture leather is a by-product of the meat industry. Long after the rest of the animal has

been served up as a prime rib filet served on a bed of mash with a red wine jus, or turned into sausages or fertiliser, the leather will used because of its unique properties that make it an ideal furniture covering.

Rather than waste this valuable resource, the slaughter house will salt or dry the hides to stop them turning into compost and then sell them off to be processed into leather goods. They arrive at the tanning house where it is limed and de-fleshed to get rid of unwanted bits of meat, fat, membranes and hair. It is then tanned to protect it from bacterial degradation.

Originally, leather was tanned using the bark of certain trees. This is what gave leather the traditional brown colour. Many people think of leather being brown, but the modern tanning process uses chrome tanning solutions which give the leather a sickly grey colour called a “wet blue”. From here on, the leather has to be dyed and pigmented to give it the wide variety of colours we see in furniture today.

After the tanning process, the leather ends up about 5 millimetres thick and is quite stiff. Before it is dyed and or pigmented, it is split to give two and sometimes three complete hides. You can end up with a grain split or a flesh split. The grain is the outside of the animal that will show all the surface features of the leather. You may see the little wrinkles and hair follicles similar to the skin on the back of your hand. The older the animal the more defined will be the grain, just the same as our own skin becomes wrinkled with age. Okay, so mine is anyway after too many years of exposure to the sun and weather.

Leather that has been dyed only, is called aniline leather. It is generally in brown colours because that is the traditional colour of cows or saddles, but can be other

colours as well. This is leather with very minimal treatment. It is highly absorbent and feels great to touch. The problem with aniline leather is that it is highly absorbent and stains easily. It is difficult to clean and requires specialist cleaning to improve the look of soiled aniline leather.

Nubuck leather is aniline leather that has been sanded back a bit with fine sandpaper. It is even softer to feel than an aniline leather and is also very absorbent to the soils and stains.

Suede is even softer again. It is actually the furry underside of the leather. It may be the back side of grain side leather or the top side of the flesh split. Either way it is very absorbent and is as difficult to clean as aniline or nubuck leather.

We then have the Semi-aniline leather which has a thin layer of a urethane coating to protect it from the intrusion of soiling. It is fairly thin and can wear through after a short while. The leather then becomes as absorbent as the anilines.

These are usually quite expensive leathers, not because of all the treatment that they receive after tanning, but more the treatment the animal receives while it is alive. You see, cattle that wander around the Queensland country side will scratch themselves on barbed wire fences or suffer dingo or insect bites and not receive much care other than a flea dip if they can be successfully rounded up every so often. An animal that has been kept in a feed lot and housed in a barn at night and then killed as yearling beef will have very fine, unblemished skin indeed. It is these animals that produce the fine grain leather that is popular with aniline leathers. And of course these are the most expensive leathers.

The hides from older animals or those with blemishes are usually sold quite cheaply and have to be further processed to remove the blemishes. These are the buffed and corrected grain leathers. The blemishes are sanded off and a layer of pigment is applied and the leather grain artificially stamped onto the surface. So even though the buffed and corrected grains are given extra treatments, they are usually less costly that a fine aniline leather.

This pigment layer is usually coated in a further layer of polyurethane to give it the extra protection. This is the easiest form of

leather to maintain for users. A simple wipe with a damp cloth will remove sticky day to day soils. The disadvantage of pigmented leather is that if it is not maintained well it is prone to cracking (crazing) as the urethane layer wears or deteriorates.

All pigmented leathers will develop a build up of day to day soiling that will eventually make it look tired and dull. Professional cleaning is required from time to time to remove this soiling and reveal the fresh clean look. A re-treatment with a protection creme is also advised to restore the protection and help keep them looking good for longer.

This is a very time consuming process. A typical leather suite can take a few hours to treat properly and unless you have staff sitting around wondering what to do next, then you are probably advised to call in a specialist.

Don’t try the cheep two in one products that claim to feed and nourish the leather. Leather is dead skin. It neither requires feeding or nourishing. It certainly doesn’t breathe. What pigmented leather does need is cleaning to remove the soiling, and protective urethane type finishes to be re-applied to help protect the pigment from the chemical attack of the sweats and soiling that tends to accumulate over time. So if you want to look after them yourself, purchase a quality leather cleaning kit that has both cleaning product and a protection crème in separate bottles.

Aniline, Nubuck and suede leathers do need special treatments to keep them looking good. Only specialist leather cleaners can really do these justice.

So, in respect to the lovely animals that once lived inside those beautiful and comfy leather chairs, I think we owe it to them to preserve and protect their leather for as long as possible.

Many of our WoolSafe Certified Operators clean leather as well as carpet and fabric upholstery. So if you have leather furniture and want to keep it looking good, then call an operator close to you and have a chat. If they don’t do leather then they will generally know someone who will.

For a list of WoolSafe Certified Operators go to www.woolsafe.com.au. n

For more information contact Cire Electronics

Phone: 0414 891 716Email: electronicminibars@optusnet.com.au Web: www.ems-international.net

• No noise • No moving parts • Long life• No ice trays to compromise hygiene

• Auto defrost • Lock standard • Interior Light• Low energy consumption • Tamper proof thermostat

• Hinges convertible left to right • Solid and glass doors • 5 Year Warranty

AO 3030 LitresHeight- 500 mmWidth- 400 mmDepth- 420 mm

Five Star Minibars from 30 to 70 litres

AO 4040 LitresHeight- 550 mmWidth- 400 mmDepth- 440 mm

DEN 6060 LitresHeight- 670 mmWidth- 400 mmDepth- 455 mm

DEN 7070 LitresHeight- 580 mmWidth- 460 mmDepth- 480 mm

mo | Vol 10 No. 1 | 29

food source. Pouring on liberal doses of disinfectant might kill some bacteria but more than likely the chemical will interact with the soiling and the temporarily respite from the offending odour is probably the masking perfume at work. Disinfectants also require time to work, provided they actually come into contact with significant numbers of microbes in the first place.

So what are we doing wrong? Why didn’t the disinfectant kill all the germs? Why is the odour still there and why is it steadily getting worse? To understand this, you need to understand that the basis of disinfection and odour control is good cleaning. Remove the source and you remove the odour.

Cleaning or Disinfection?By BRIAN CLARK, Janitech Australasia

First of all, we need to get the terminology right. If you understand the terminology, then you will understand the process. Here are some of the common terms and their meanings:

Decontamination: The removal of micro-organisms and unwanted matter from contaminated materials. This is a cleaning process.

Disinfection: The inactivation of non-sporing micro-organisms using either thermal or chemical means. This is a post-cleaning process.

Sterilisation: Complete destruction of all micro-organisms, including spores. Sterilisation will never occur in surface cleaning, regardless of the disinfectant that you use.

Disinfectants are chemicals that react with the chemistry of living cells to stop all activity. They may do this by literally ripping them apart by breaking down the cell walls and spilling the contents or as subtly as preventing the organism from feeding by deactiving the enzyme systems in the cell membrane.

Now that may sound great, but what we need to remember is that these organisms are so tiny that millions may exist in an area the size of a pinhead. Most disinfectants are not good cleaners and may be deactivated by soils, while conversely, good cleaning can dramatically reduce the soil load and significantly lower the bacterial count to a point where disinfectants are not needed.

For disinfection to occur, the soil barrier needs to be thoroughly removed so that the disinfectant can come into contact >

There is an ugly smell coming from the toilet, the carpet or the drain and your customer is

not happy. What do you do? The first thing many cleaners do is saturate the area with a strongly perfumed chemical labelled ‘disinfectant’ or even bleach. After a minute or so, we rinse it off. Magically, the smell seems to disappear, only to return the next day with a vengeance.

So what is actually happening here? The presence of a strong organic odour is probably a good indication that there is in fact a lively population of microbes at work and where there are microbes, there must be contaminants or soil providing a

< with microbes. If the area is not thoroughly cleaned and rinsed the residual soil and chemical will provide a safe habitat for millions of organisms. They can be shielded from the disinfectant by tiny soil particles, poor wetting ability of the disinfectant, by the ‘giant’ microscopic holes that make up a surface that may appear smooth to us or even by the slime of their own excrement. Indeed, bacterial slime or biofilm may even deactivate the disinfectant by chemical reaction with it.

Disinfectants also need to be diluted exactly to manufacturer’s specifications for them to work as intended. Weak solutions may kill some microflora, probably the good ones, and allow the more resistant organisms to flourish without competition. Moreover, the residual disinfectant will break down into other compounds through interaction with the soil and may in fact actually become food for some types of bacteria and increase their numbers. Over-strength solutions may not be chemically stable

which may cause the active ingredient to precipitate from the solution or their ‘wetting’ ability may be greatly reduced.

The overuse and misuse of disinfectants will have a negative impact on both the internal and external environment. Being strong biological and chemical agents they will interfere with sullage pits, septic and bio-cycle waste treatment plants and they may not be fully biodegradable. What you must realise is that disinfectants are designed to kill living cells. That is what we are made of. Regular contact with even the most benign disinfectants will cause health problems ranging from sensitisation through to hospitalisation in the worst case scenario.In a green building environment, there is virtually no place where disinfectants are acceptable.

And of course, the more that disinfectants are misused, the more likely it is that the most resistant organisms, the ones we are trying to kill, will develop protection

mechanisms that make them immune to the disinfectant, while their more genial counterparts are killed off. Imagine a world with superbugs immune to both anti-biotics and disinfectants. Don’t imagine, because that is already happening!

So think twice before resorting to disinfectants. Go to the source of the problem and clean and clean and clean - thoroughly - using the right chemical in combination with appropriate equipment and the correct methodology. You’ll be amazed at the improvement in results. n

My boss has been out sick all week. Last week, my co-worker was on her death bed. Another co-worker’s has just gone home sick and I can’t

get off the toilet!

Yep, it seems I have caught a bug!

Some of the germiest places in a Motel:

1. Doorknobs: Restroom and Motel Room doors

2. The Motel Room: Frequently touched surfaces such as light and air control switches, faucets, toilet flush levers.

3. Your Workspace: This includes mouse, keyboard, phone, desk, chair and even the water bottle you use every day.

4. The Cafeteria or Breakroom: Including the restaurant, coffee shop and bar areas

Keep Your Hands Clean

Your hands are the most consistent point of first contact with cold, flu, and other germs. It is a direct line from surface or even hand shake to fingers to fork to mouth to full-blown ‘SICK’ a few days later. According to a National Institutes of Health factsheet, the type of virus that causes the common gastrointestinal upsets and even cold and the flu has been found to survive for up to three hours on your skin or 36 hours on objects. However, the simple act of washing your hands can

reduce the chances of catching a nasty bug! Hand washing is not just for health professionals working to combat communicable diseases; it is for all of us – Motel, Restaurant and Catering workers to adopt simple ‘Hand Hygiene Practices’ into their daily routines.

All employees and employers should recognise that inadvertent exposure is a risk and should be made aware of the risks and preventive procedures. Therefore, a wide range of exposure circumstances affecting many occupations within a Motel Environment requires the use of an Alcohol Sanitiser. These include, but are not limited to:

• Barservicestaff

• Cleaningstaff

• Laundrystaff

• Restaurantstaff

• Securityworkers

• Visitors

Sanitisers are to be used to complement proper Hand washing techniques and don’t require the use of a wash basin.

For more information on hand sanitisers and hand washing techniques, please contact Deb Australia on 1800 090 330 or j.rigley@deb.com.au. n

Hand Hygiene practices for us all

Need help, some staff training or just a little professional advice? Janitech Australasia is a specialist consultancy service for cleaning and

green cleaning. Brian can be contacted on 0414 944 615. www.cleaningconsultant.com.au

32 | Vol 10 No. 1 | mo

Risk Issues, Employer Responsibilities and Cleaning Equipment

According to the Occupational Health and Safety Act 2000, it is a fundamental duty of

employers not to knowingly subject staff to hazards in the workplace.

Increasingly, employers, directors and owners must assume responsibility for any long term health consequences that staff might experience as a result of the particular environments in which they operate.

Directors and employers have a duty of care, owed to each of their employees and to any other person who they should reasonably expect to come into their company’s normal working environment, to ensure that all reasonable measures are taken to minimise the levels of harmful airborne contaminants in their buildings.

Take a moment to think whether your current vacuum cleaner is actually cleaning or harbouring potential health risks.

A report featured in Environment Australia 2001, noted poor indoor air quality can be expected to have a greater adverse health effect on such people than on those who are strong and healthy.

The purpose of carpet maintenance is twofold; to retain the original texture and appearance of carpet for as long as possible and to ensure that it is hygienic.

This is achieved by keeping the total soil content, including visible stains, to an absolute minimum by regular cleaning. When conducted regularly and efficiently this will both prolong the life of the carpet and minimize possible health problems due to the accumulation of soils and microflora within the carpet pile.

Embedded dirt and grit causes matting, packing or crushing of the carpet pile. With every footstep on the carpet, the fibre is slowly severed at its base causing your once valuable investment to turn soiled.

Prompt and regular vacuuming is the single most important component of the carpet maintenance system.

According to SEBO National Product Manager Kristine Collins, the correct selection of machinery is the result of a comprehensive evaluation. The cost and availability of spare parts should be taken into account when selecting machinery. The evaluation should cover the true cost and productivity achievable, machinery should satisfy the needs of the task to be performed. The correct equipment will bring a reduction in the amount of physical effort on behalf of the operator and will also reduce the overall running costs of the equipment and increase its lifespan.

Kristine also recommends when purchasing a Vacuum Cleaner you should look for 3

important aspects: compatibility, filtration, and protection.

CompatibilityThere are 2 types of Vacuum Cleaners applicable to cleaning Commercial and Accommodation facilities: an Upright Vacuum Cleaner and Canister/Back Pack Vacuum Cleaner. The selection of either machine should be based on Operator use, OHS risks and performance.

An Upright Vacuum Cleaner with a rotating brush to agitate the pile, releases grit and dust particles and the combing action of the bristles removes hair and fibre making the vacuum cleaner more efficient than suction alone. Experts like the “Gemeinschaft umweltfreundlicher Teppichboden” (GuT), Aachen, Germany, say that carpets should be cleaned with a rotating brush. “Stiftung Warentest” stated in March 1995 that cleaning with a rotating brush delays the requirement for carpet shampoo or spray extraction cleaning.

A recent study published in the latest issue of International Journal of Hygiene and Environmental Health, February 2007, showed a vacuum cleaner with a rotating brush head removed more dirt and allergen from the carpets than those without.

Those facilities who use a back pack or canister to vacuum their carpets should invest in a Rotating Power Brush to boost their vacuum’s cleaning ability. A Power Brush fits onto the end of a standard wand and with its rotating brush and self propelled mechanism, dislodges more dirt and reduces operator fatigue increasing employee productivity. A standard floor tool, such as those with back packs will not clean your carpets as effectively as one with a rotating power brush.

FiltrationVacuum Cleaners should come standard with extremely efficient filtration systems, and the motor exhaust air should also be independently proven to meet the filtration standard. >

L ike the rest of the world, Australia is no longer immune to the world financial crisis and only recently The Australian

Financial Review reported that tourism industry will expect to see in excess of 24,000 job losses. It is times like this that businesses must seek cost savings and consider alternative suppliers without sacrificing quality.

Our own business has done the same and seeks out like-minded offshore manufacturers who are efficient and willing to reduce margins while maintaining high quality for the benefit of our customers.

We currently have introduced our new brand in hotel bathroom amenities ‘Arome’, a product that translates to class and satisfaction from hotel guests.

We are all stakeholders of this industry and must continually work as partners to sustain the tourism industry in this country for today, tomorrow and into the future.

To find out more about our new hotel procurements and amenities range ‘Arome’ please email info@southpacificsupplies.com.au or call (03) 9017 2120.

< Researcher Jason Sercombe from the Woolcock Institute of Medical Research said in a recent study published in International Journal of Hygiene and Environmental Health, February 2007, “Overseas studies have found that vacuum cleaners with two or three layer bags performed better than those with a single layer bag”.

Just because a machine has a great filter doesn’t mean it has great filtration.

Most vacuum companies with high filtration are actually quoting a specification made by the manufacturer of the filter. Their claims do not take into consideration that air can escape the machine through leaks in the machine or exterior bags. The following is from an article on this subject from Indoor Environment Review, March 1998 issue.

“While researchers have studied a few vacuums that contained the high-efficiency particulate air (HEPA) filters, most manufacturers claim their vacuums are “HEPA quality”. We can only imagine what the average consumer is thinking they’re buying when they bring a “HEPA” vacuum home.

“New test results presented at a recent EPA conference on particulates proved there’s no guarantee of filtration quality when it comes to seeing the word “HEPA” on a vacuum. Researchers found that HEPA filters must be tightly sealed in the system to be of use in capturing particulates. In addition, some vacuums

tested had HEPA filters that were so small; they weren’t efficient at certain (air) flow rates. So just what can be considered an efficient vacuum in today’s marketplace?

One researcher, Susan Goldsmith of InterBasic Resources, Inc., suggests consumers look for some kind of certification on the vacuum, where the vacuum cleaner and filter are tested, and whether the entire assembly or filter was tested before purchasing a vacuum cleaner with a so-called HEPA filter.

HEPA stands for Higher Efficiency Particle Arrestor which acts as a physical barrier to dust. Another type of filtration on the market is an “S-Class” Filtration. The S-Class filtration system works on different system - electro-statically charged micro-fibres. These electro-statically charged micro-fibres attract dust particles from the air stream and bond to them. Using this electro-static principle enables a relatively open texture to the micro-filter material - which lets air flow through easily, yet traps virtually all dust particles. The advantage of the S-Class filtration is it cannot clog when used correctly and stays longer than the HEPA-filter, because the HEPA-filter acts as a physical barrier.

The “S” stands for Schwebstoff-Filter, a filter which according to DIN 24184 has to absorb 99.97% of particles in the size range 0.3 - 0.5 micron. This means it frees your carpet of harmful allergy causing bacteria and fungi bound to the carpet fibres. >

< ProtectionClean air isn’t just about filtration. Keeping the air free of allergens also requires hygienic dirt disposal.

The preferred disposal of vacuumed waste is with a sealable paper bag to prevent the release and exposure to dust when emptying. The bag allows you to dispose of the dirt and allergens without handling it. And when sealed, no dust will escape.

Therefore unlike bagless vacuum cleaners, a sealable paper bagged vacuum cleaner means you won’t breathe into your lungs what you have vacuumed up - Important for Occupational Health and Safety Standards.

Hotel staff and cleaning contractors need to have the same understanding of the cleaning standard and task requirements to ensure that they are working towards, and assessing, the same cleaning outcomes. The standards should also ensure that cleaners are able to carry out their jobs safely.

Clearly the standards must focus on the needs of the Staff, as they are the ultimate Operator and are directly affected by the cleaning equipment on a daily basis.

Prompt and regular vacuuming is the single most important component of a carpet maintenance system in Commercial and Accommodation facilities. To consistently achieve the best carpet cleaning results with the added health benefits, equipment needs regular servicing. n

Risk Issues, Employer Responsibilities and Cleaning Equipment

mo | Vol 10 No. 1 | 39

provide a means to make telephone calls via a broadband connection, these calls are normally at minimal cost because they piggy back on to the existing broadband network.

2. IP Telephone systems that use the local computer network (LAN) to connect the telephones to the main switching system within the premises or use the internet or other data connection methods to connect remote site telephones back to the main switching system.

VoIP Telephone linesThere are two most common methods of connecting Telephone systems to VoIP service providers:

An Analog Telephone Adapter (ATA) •may be connected between the broadband connection and an existing telephone system’s analog telephone

Telephone Systems and VoIPBy JOHN FRANKLIN

line position in order to provide service that enables calls to be made. This type of service, which is fixed to one location, is generally offered by ISP’s as a cheaper flat-rate traditional phone service. On older phone systems this VoIP line needs to be manually selected before the call is made while on modern phone systems these can be setup to automatically select this line or lines as the first choice or by a selection relating to the number dialed. This method is the most efficient as the cost of calls can vary depending on the location called and therefore it can be cost effective not to use VoIP for all calls.

Dedicated VoIP hardware within the •Telephone system that will allow connection from the broadband connection direct to the telephone >

Voice over Internet Protocol (VoIP) is a general term for a family of transmission

technologies for delivery of voice communications over IP networks such as the Internet or other packet-switched networks. Other terms frequently encountered and synonymous with VoIP are IP telephony, Internet telephony, voice over broadband (VoBB), broadband telephony, and broadband phone. Voice over IP has been implemented in various ways using both proprietary and open protocols and standards.

VoIP systems usually interface with the traditional public switched telephone network (PSTN) to allow for transparent phone communications worldwide.[1]

VoIP systems employ session control protocols to control the set-up and tear-down of calls as well as audio codecs which encode speech allowing transmission over an IP network as digital audio via an audio stream. Codec use is varied between different implementations of VoIP (and often a range of codecs are used); some implementations rely on narrowband and compressed speech, while others support high fidelity stereo codecs.

Examples of available VoIP implementations include:

SIP/RTP •IMS•H.323 •

VoIP in relation to Telephone Systems in the basic form is separated into two forms:

1. VoIP Telephone lines that are provided by Internet Service Providers (ISP’s) to

40 | Vol 10 No. 1 | mo

system. This method uses Session Initiated Protocol (SIP) and provides telephone lines that enable VoIP calls without the need for ATA’s. This method is only available on recent telephone systems and also will provide automatic selection for calls as above.

IP Telephone systemsIP Telephony is taking a firm hold in the world telecommunication market for a wide range of applications. The world of telecommunications and IP Telephony grows daily at an overwhelming rapidity.

The major difference between modern IP telephone systems and the old generation digital or analogue systems is that the telephones are connected via the computer or data network which can be either via physical cabling or wireless connections. Because they are connected to the computer network the technology allows easy integration to computer applications to allow desk top integration and greater call management flexibility with unified messaging such as voice mail to email conversion, desk top dialing etc.

The major benefit to the Hotel/Motel and the serviced apartment industry is the ability to seamlessly link multiple sites or remote rooms telecommunications together via the LAN, WAN or broadband infrastructure. Thus enabling these remote sites to be managed from a central site for billing and call management as well as integration of most front of house checkin/checkout applications.

Savings can be made by remote sites not actually having any telephone lines connected to the remote system, the only line required is a line to connect the broadband which will utilize the telephone lines at the main site via VoIP for incoming and outgoing calls, this dramatically reduces the number of lines required across the sites as well as enables a method to allow the customer at a remote site or rooms to ring the front desk and that call goes to the central site seamlessly and free of charge. n

An example of the VoIP ISP call plans

engin Business Pack The engin Business Pack provide Businesses with the flexibility of multiple services on one account. This enables businesses of various sizes to take advantage of the benefits of connecting to engin.

engin Business Pack is specifically tailored to SOHO and small to medium business. It is designed to function with multiple products in a broad range of customer environments and hardware configurations.

For further information and assistance please call the engin Business Team on 1300 305 004.

Telephone Systems and VoIP(continued)

An example of a VoIP handset

The LG-Nortel IPECS telephone system distributed architecture places the appropriate system components and intelligence where the communication is happening. Extension are not tied down to fixed locations. Business travellers can register their

WiFi handset or SoftPhone anywhere they have broadband access or a WiFi hot spot.

mo | Vol 10 No. 1 | 45

Faced with early retirement or getting out of the struggling Australian textile industry,

Melbourne businessman Mark Sutton two years ago, when aged 60, considered the options for he and wife Val, finally taking the plunge into motel ownership at Warragul, to the east of Melbourne.

Mark had spent 44 years in the rag trade having been there in the boom times. When Governments later made things extremely difficult for the industry, many of the first to see the writing on the wall when getting out early made a real killing.

For those who stayed on hoping against hope that commonsense would prevail, the industry lurched from bad to worse, as more and more work was sent off shore, leaving textile manufacturing here in a real mess.

In early 2007, Mark Sutton had realised in being loyal to the business by staying on as long as he had in management, realised he had lingered too long for his own good. Waiting for retirement at 65 then seemed too great a risk.

What does one at 60 years of age do when not keen to give up work?

Some 12 years earlier he had thought of moving into the ownership of a caravan

park with two relatives. Now, the idea of purchasing a motel seemed to be a real option.

His wife Val had years earlier been a legal secretary, and much later had operated a restaurant in partnership with their daughter. Now a grandmother, Val was happy to go along with the idea of purchasing a motel, just as long as it was within driving distance of her grandchildren in Melbourne.

Mark explains how for several months they considered a motel in such country towns as Ballarat, Healesville, Maryborough, Avoca, Maffra and one at Marysville, destroyed by the ‘Black Saturday’ bushfires in February. They had finally settling on the Freeway Motor Inn at Warragul.

This 18-unit motel was purchased in December of 2007, with the Suttons prepared to take the lions share of the work with four housekeepers working on rotation.

Much of the regular clientele at the Freeway Motel Inn revolves around corporate and trades-people during the week, and being kept busy at weekends with weddings and parties. All this balances out to maintain a good occupancy rate.

Val cooks the breakfasts with husband Mark running these to each unit, being kept on his toes on the many mornings when so many guests ask for their breakfast at the same time.

When asked what might have been the one thing he had found that differed from his dream of motel ownership, he surprisingly explained having to work so closely with his wife.

“We had been happily married for 37 years, but in all of those years I had worked in Melbourne in the textile business. Now, suddenly I was taking orders from Val and

mo Profilesshe from me. It was all so strange,” he chuckled.

Warragul is about a one-hour drive from Melbourne. As Mark Sutton is quick to point out, freeways have been improved so much that it is almost possible now to drive from Warragul through Melbourne and out to Tullamarine Airport without being stopped by traffic lights.

Warragul first began as a construction camp for rail workers with its first building a log store built to collect and send mail. What later made it an important town was being the centre of a thriving milk industry. When much of Victoria remains in a long-term drought, the annual rainfall there is spread to such an extent that it always seems the farms around Warragul are green with lush pastures.

Why the Victorian Government has never had a large dam constructed to the east in Gippsland to pump water through to a dry Melbourne is something asked on a daily basis in that part of the world.

Much of the milk used by Melbourne dairies comes from this part of Gippsland where there are hundreds of dairy farms spread across the region.

These days the town is bypassed by the Princess Highway on its way to Sale from Melbourne, which many now see as a blessing in disguise as it buffers Warragul’s heritage from the contemporary rush of passing transport.

The Freeway Motor Inn is situated on several acres at 50 Rulemount Road and provides excellent views across the town. It is less than a half-hour drive away from Mount Baw Baw for much of the year, but such a trip in the months of snow will take much longer.

The motel also includes an attractive landscaped gardens and lawns which are lovingly looked after each week by Mark. The Freeway Motor Inn includes all mod cons, along with wireless internet to all rooms.

While Mark also wears the hat of the motel’s handyman, it is Val who does all the books, which her husband is quick to point out how well she does these in keeping everything right up to date.

Does Mark Sutton feel he and Val made the right decision in buying into the motel business almost two years ago? “There are days when I wish we had done something else, but generally, we are happy, getting to meet so many people in what can be a long and at times busy existence.” n

From the rag trade to motel ownership at Warragul

46 | Vol 10 No. 1 | mo

A fter more than 30 years of shearing, Colin Bates and his wife Margaret some six years

ago decided to invest their savings in purchasing and running a motel at Redcliffe’s near Brisbane. More recently they took over the Fox Glenn Motor Inn at Gympie.

Colin says he has no regrets to this drastic change in his lifestyle. His only regret is how they never made the move years earlier.

Margaret had migrated from England to Australia after having made wedding dresses for a living back in Surrey. She first arrived in Sydney, but later made the move to Brisbane where she met and later married Colin.

His years or working in shearing sheds had taken him to jobs around Queensland, New South Wales and northern Victoria.

Both had been enthusiastic with their first move into the accommodation business thoroughly enjoying their five years at the Kippa King Motel at Redcliffe’s. When they sold up they planned to retire, or so they thought at the time.

A daughter from Margaret’s first marriage when expressing her desire to follow them into the motel business led Colin and Margaret to lend a helping hand, purchasing the Fox Glenn on the southern side of Gympie specifically for her.

It was only then that the Bates realised how not everyone is cut out for a role running a motel.

Their daughter it seems had earlier enjoyed staying with the couple at the Redcliffe’s motel. But when suddenly thrust into the parry and thrust of being in charge and having to spend long hours seven days a week at the job, she found it to be vastly different to what she had imagined.

This led to the Blake’s coming out of retirement to run the Fox Glenn Motor Inn on the Bruce Highway, just to the south of Gympie. Although the address is 1 Bruce Highway, Gympie, Colin explains it is situated just off the this major highway, overlooking the historical Gold Mining Museum and Lake Alford. It is set on a one-acre property that includes beautifully-kept gardens.

It also has a licensed restaurant, bar and lounge that seats 30. The couple say they have been fortunate to have found a quality young chef who is quite enthusiastic in working to please those who dine there with his varied menu.

The Fox Glenn Motor Inn has 20 spacious ground-level units with several housekeepers who operate on a rostered system, with Margaret demanding a high standard of cleanliness is maintained. This was something the Bates made top priority when first going into the motel business, insisting that to be successful you had to provide clean, comfortable rooms with a friendly and positive attitude for all guests from all staff.

“We had gone out of our way at Redcliffe’s to make all guests welcome, and so many of these, especially the corporate travellers, always returned. Now we have introduced this attitude of making friends with all guests at our Gympie motel.

Margaret cooks the breakfasts each morning with Colin running these to each room. They

mo Profileshave never lost their enthusiasm to share the reception duties and help each other with the various tasks during the day.

Gympie was originally settled for grazing purposes. This would change dramatically after James Nash discovered gold there in 1867. This was during a time when Queensland was suffering from a severe economic depression. Historians usually go as far as to claim this gold strike probably saved the colony in our northern state from bankruptcy.

To honour the find of James Nash, the little town was first named Nashville. This would later be changed to Gympie, an Indigenous name that meant ‘gimpi-gimpi, or singing tree, which referred to the Dendrocnide moroides in that district.

The gold discovery is still celebrated to this day with the annual Gympie Gold Rush Festival in mid-October. Gold mining still plays a role in the district’s fortunes.

Gympie provides several major attractions to visitors these days. The Valley Rattler winds its way through the backyards of the town’s southern side. Then there is the area’s many curves, gradients and bridges. Steep slopes portray a patchwork of pineapples, macadamia nuts and other crops, while the town hosts two other major festivals – a country western event that attracts thousands to the area, and then the International Heart of Gold International Short Film Festival.

The Queensland Government is planning to build a major dam on the Mary River at Traveston Crossing, 16 km south of Gympie, with its main aim to help Brisbane’s needs for more water.

This project will flood about 900 properties, many of them income-producing farms, including the largest dairy farm in Queensland. This means not everyone there is in favour of the dam project being in their backyard. While it will have many benefits, it is also claimed the rare species of Mary River Cod (lungfish) and the district platypus will be endangered.

Gympie is 160 km north of the state capital. There is no lack of water in the Gympie district, but Brisbane and surrounding areas do have real problems, so this issue is somewhat of a political football at the moment.

Meanwhile, Colin and Margaret Bates continue with their love affair with the motel business. If you stop off at the Fox Glenn Motor Inn you are assured of receiving the red-carpet treatment, along with all modern cons, a licensed restaurant, large in-ground swimming pool, and plenty to see around the area. n

Meet a couple who wish they had gone into motel ownership earlier

mo | Vol 10 No. 1 | 47

P erth’s Great Eastern Motor Lodge in 1979 was one of the very first in Western Australia to pioneer self-contained units, beginning with 44 rooms on a site mid-way between

the city and Perth Airport.

It was the brainchild for a businessman who had made his money operating a restaurant at York. Today the Great Eastern has expanded to a total of 200 units, enjoying a rating of four-star and providing numerous options, such as motel suites, bed-sitters, one-bed suites, two-bedroom suites for families, plus offering rooms with spas.

For the past 21 years this large project has been managed by Norm Christie.

Norm is yet another example of how one can come from just about any ‘different’ background to make a success of a major role in the motel business. Prior to this, for 12 years Norm had been a physical education teacher.

While he and his wife and three children don’t live at the Lodge but have a house not far away, he seems to have enjoyed every one of those 21 years, coming to meet all kinds of guests.

Their clientele includes many from the corporate area, both country and interstate, while international visitors find it to be an ideal venue being so handy to the CBD area and the local airport, and even close to Burswood Casino. Tourist buses are another strong supporter of the Great Eastern Motor Lodge.

Families are encouraged to stay at the Lodge as cots and high chairs are always available.

Norm points out the second major reconstruction took place in 1981 when the Lodge was extended to 100 units, before this went up to 127 in 1985. The 200 was achieved with further floors added in 1998.

Today the Lodge has well and truly become a major landmark on the Great Eastern Highway out to the airport.

While it provides all possible facilities with fully equipped kitchens in all suites, including crockery and cutlery for guests to do their own cooking and thus saving considerable on eating out at any of the fine restaurants in the district, Norm points out that only 500m up the road is their sister operation, the 116-room Flag Lodge.

“The Flag Lodge does have a fine restaurant and should any of our guests prefer dining out any evening there, this can be charged back to our Great Eastern Motor Lodge,” he said. “We also provide fully cooked breakfasts on request.”

Having a kitchen included with all units does not restrict the usual fine facilities motel guests seek, as every unit also includes remote controlled television, satellite TV and radio, reverse cycling air-conditioning ; laundry and same-day dry-cleaning service, with ample car parking for all.

mo Profiles

With the Lodge specifically designed and constructed in an open rectangular form to keep noise to a minimum, it easily fits in a modern swimming pool well away from the major road out front.

One of the numerous reasons why the Lodge has been such a success right from its start in 1979 has been its location. “We believe that location is everything in building up a successful motel with good occupancy rates.”

A keen sportsman for much of his life, Norm Christie these days likes to get his kicks following his Aussie Rules team Fremantle. From the team’s disappointing start to the 2009 season, it would seem he might get more kicks than some of those who play for the Dockers.

The Great Eastern Motor Lodge operates with up to 30 housekeepers, all maintaining a high standard for keeping all 200 units spotless. n

From 44 rooms in 1979, all 200 now self-contained with kitchens

Top: Great Eastern Motor Lodge manager Norm Christie checks in a guest at this 200-unit motel in Perth. Norm has been there for 21 years.

Above: The Great Eastern Motor Lodge, situated midway between the city and Perth Airport.

48 | Vol 10 No. 1 | mo

Much has been said and written about the New South Wales coastline, though it seems

only in more recent years that Forster and the Great Lakes area is finally receiving its share of credit on the national scene.

Last year a family company that owned a couple of motels and who personally operated one in Tasmania at Launceston, was quick to purchase the Forster Motor Inn when it came on the market, appointing Frank Ussia its manager. He now carries out his responsibilities with his wife Sharon.

A former Sydney fencing contractor who came to specialise in the use of Colourboard, the couple were no strangers to Forster as his wife Sharon had worked at the Motor Inn for three years.

It seems a giant step away from putting up residential fencing around Sydney to taking over a two-storied operation that has 28 double rooms, four deluxe units, along

with family rooms and all the modern cons guests want these days.

Frank reports how Forster is 312 km north of Sydney, or a comfortable 3 ½ hour drive up the coast between Nelson Bay to the south, and a 25-minute drive north to Taree. What makes it different to so many coastal towns is how it is central to the Great Lakes district and is actually divided by Wallis Lake.

With the completion of the bridge over Wallis Lake in 1959, Forster then came to merge with the smaller Tuncurry to become one tourist town with a population today of around 18,000.

The Forster Motor Inn is located in the main city centre and is only a five-minute stroll to the now famous Wallis Lake, or a similar walk to the nearby magnificent beach and the ocean.

It is doubtful if there is a better area for fishing in New South Wales than here as

mo Profilesit provides the unusual and superb choice of fishing in the lake, rock, river, beach, or deep sea fishing.

Other activities include dolphin cruises, sailboarding and scuba diving, all which play their part attracting people to the activities at Forster. There are many beaches in the area, with the one at Forster really majestic, says Frank Ussia.

“We have been able to create numerous special deals with many of the local hire boats and businesses who offer generous discounts for guests who stay with us at the Forster Motor Inn,” he says.

Timber cutting, shipbuilding and fishing were the industries that first attracted European settlers to this area. Much of the timber cutting and shipbuilding is no longer seen there, but all kinds of fishing have long become synonymous with the name of Forster.

Much of the major attractions to Forster are associated in some way with its many varied water activities, including oysters farmed in Wallis Lake.

But Forster is widely respected also for its excellent restaurants, clubs which welcome visitors, eight splendid bowling greens, the popular Aquatic Centre for visitors. If you feel you can handle a walk with a difference, then go climbing the 223m summit at nearby Cape Hawke to see the spectacular views in all directions.

If not so actively-minded, walking the Pebbly Beach Bicentennial Trail will take you past some remarkable beaches.

Another must for visitors is to see the Curtis Collection, a remarkable and large private display of vintage cars, buses and horse-drawn vehicles. Then there is the Tobwabba Art Gallery which showcases outstanding contemporary Aboriginal art.

Australia’s only Amish store is 22 km north-west of Forster on the Pacific Highway.

There is much to see and do at Forster, and Frank and Sharon Ussia, along with their staff, will go to great lengths to make you welcome staying at the Forster Motor In. For much of the year you will enjoy the district’s temperate climate, slightly warmer than the Mediterranean area. n

Forster, NSW coastal paradise and centre to the Great Lakes region

dust mites and other allergens. Dustroy is available in 500mL spray and 5L and 20L containers so it is both practical and easy to use for any operation and is effective after just one application.

In recent years the Hospitality sector has seen the increasing need to protect its clients against these unwanted insect house guests.

Dustroy is suitable for carpets, bedding, soft furnishings and mattresses - all the places that the dust mite lurks hidden to the eyes of inhabitants and guests. Dustroy will not stain and has an instant neutralizing effect that renders the allergens from dust mites harmless.

Dustroy is easy to use and effective after just one application, making it the perfect response to the rising threat of allergen producing dust mites in both the home and service sectors. Boasting a 99.99% effectiveness and being environmentally safe, Dustroy is a significant breakthrough in the fight against dust mites and other allergens.

FOR MORE INFORMATION CONTACT COLLOIDAL TECHNOLOGIES: (02) 4952 8922

Dust mites: Microscopic, cosmopolitan eight-legged “guests”, of all human

habitations are infamous for spreading allergens in the home. These allergens can cause Asthma, Hayfever and watery eyes in humans. These creatures are closely related to the spider and the tick and can be just as dangerous.

To date, to combat these pests drugs or pesticides have been used, but now, the fight against dust mites and other allergens has been taken to the next level with the release of a powerful new weapon - Dustroy. Dustroy is 99.99% effective against the dust mite and has a sanitizing effect limiting the growth of mould and mildew. And is not a drug or pesticide.

Dustroy is an all natural product, therefore it is environmentally safe, biodegradeable and non-harmful to humans and animals. Dustroy is the result of extensive research and development by leading international laboratory personnel and has enjoyed proven consumer success.

Dust mites are a major cause of the debilitating disease, Asthma. Six million Australians suffer from Asthma and other respiratory diseases. Parents and their children who find themselves in hospital emergency rooms at 3am understand the seriousness of this problem more than most. With the eradication of the dust mite allergen, parents and their children live and sleep easier, thanks to the powerful Dustroy formula.

Colloidal Technologies International now introduces Dustroy to the contract cleaning and accommodation industries as a further protection for valued clientele against

The major benefits of the DUSTROY treatment are:

4 It is not a drug or pesticide

4 It is environmentally safe

4 It has a sanitising effect, limiting the growth of mould and mildew, another source of dustmite food

4 It is not harmful to humans or animals

4 Contains no CFCs and is fully biodegradable

4 Suitable for carpets, bedding, mattresses

4 Instantly neutralises and renders harmless the allergen from dustmites

4 Effective after just 1 application

Major ingredients are proven in studies by leading international

experts to be effective in rendering dustmite

allergens harmless.

50 | Vol 10 No. 1 | mo

mo | Vol 10 No. 1 | 51

humans continually drop and also feed on mould spores.

Our product Dustroy De-Natures (changes the shape) of the Allergen so that the body does not recognize it and there is no reaction. It is a breakthrough in the prevention of Asthma coursed by Dustmites.

In the home, the bedroom and its bedding is one of the main targets. The service offer of a healthy nights’ sleep is one of the key offers made by the Accommodation industry and will have the same Dustmite problem as the bedroom in any house.

For a small cost in housekeeping, it would be a serious benefit to your guests. The application would be applied as the bed is being made up and the carpet would be sprayed every 12 weeks. Dustroy would need to be applied to linen after each wash.

Dustroy is harmless to humans and animals, does not stain and will dry within 5 minutes after being applied as a fine mist spray. Dustroy

is fully protected and professionally researched by specialist professors in this field. The National Asthma Council Australia is currently considering this product to take part in their on going Asthma presentation.

Dustroy will be promoted in mainstream media to the consumer and will also have the opportunity to talk about the Accommodation industry as well.

This is a very effective product after just 1 application and could be a marketing tool for the Hotel/Motel owner to demonstrate the extent to which you are prepared to go to, to ensure the comfort of your guests while staying with you.

Dustroy is bottled and distributed from Newcastle NSW. Available as a 500ml spray bottle, 5 and 20lt tubs. Call us for more information and availability. Consumer testimonials are also available. n

FOR MORE INFORMATION CONTACT COLLOIDAL TECHNOLOGIES: (02) 4952 8922

Colloidal Technologies International is a supplier of a wide range of environmentally green cleaning

products to this industry, featured on page 31 of this issue. However we are also concerned with the levels of Asthma sufferers in both Australian homes and the Accommodation Environment.

A lot has been said about PESTS and their possible effects in the Hotel/Motel industry, but not much is being mentioned about the Dustmite and the Allergen effect from these little guys.

They are everywhere we are and are part of nature’s clean up brigade, however there is an Allergen in their feces which floats as a dust particular and when taken in by an Asthma sufferer, affected by this allergen, their body will react, causing an Asthma attack, watery eyes or sneezing. The average vacuum cleaner’s filter is not fine enough to trap this Allergen.

It is not desirable to kill the Dustmite with pesticides as they feed on the skin scales that

HOSPITALITY is KEY Investment in Guest Comfort & a Healthy Environment = Return business & Recommendation

T ravelling may be both a necessity or a treat. Whilst having experienced the luxury of a five-star hotel with hot and cold running service to my room, I

also enjoy the smaller motel industry... and on a much more frequent basis.

More and more, we are taking time to travel domestically, going further, and country motels have their own delights.

Having spent many years in a company where I’ve experienced the glamour and glitz of conferences and giant five-star hotels, the simple pleasure of staying in motels dotted around country Victoria have been so enjoyable.

I’ve become familiar with the owners, greeted warmly by name (and on finding a wine glass and bottle of cola in the fridge, along with the usual fare), feel pampered and ‘home’.

Smaller or country motels are both a luxury and necessity when driving, holidaying or working, and for the working girl, often a break from the daily demands at home!

‘Five stars’ may but a chocolate on my pillow or turn down my bed, but... Never underestimate the little vase of flowers cut

from your garden, which will do more for my heart and less for my waistline, and still have me smiling as I drive away next morning.

To be spoilt by those extra little things have much more meaning than you could imagine. A working day is often full of negotiation, demands and compromises, and to be greeted with a smile at your front desk can be heaven.

With today’s technology, it’s so easy to store client information. You’ll have my name and payment preference on booking. Just remember to add in my cat’s name is Smudge! n

Bonita runs her own company called ‘Simply Me’. Bonita’s focus is to make all interaction in business interesting and satisfying for both parties, avoiding stress and boredom in the workplace.

More of the simple things...By BONITA WILLIAMS

mo | Vol 10 No. 1 | 53

resulting in a high contribution margin (Powers, 1997). This characteristic is great when the market is growing as every extra dollar above breakeven produces a high percentage of profit because of the low variable cost. However, in times of declining markets the reverse is true. The maximization of room sales, therefore, is important to the profitability of a hotel or motel. This has resulted in a lot of research and development in the area of yield management; selling the right capacity to the right customer at the right price (Smith, Leimkubler, & Darrow, 1992). Yield management involves adjusting room rates to temper demand fluctuations between peak and off-peak seasons,

Weekend Accommodation– the challenge in times of economic turmoilBy DR. TIM LOCKYER Department of Tourism Management, The University of Waikato

midweek and weekend business. It is often suggested that yield management can improve the financial performance and service provision of hotels by basing decisions on the acceptability of the product and the propensity of the guest to spend. In a period where there is low demand, an extended range of deals may be offered (Jauncy, Mitchell, and Slamet, 1995). This researcher, however, believes that great care needs to be taken when looking at changing room rates to attract additional guess, as experience indicates that this can often result in an overall decline in the whole market. For example research conducted recently by a student found that in real terms many motels and hotels are charging less than they did five years ago, taking into account inflation increases in salaries and wages etc and so aalthough there are positive attributes to yield management there are also a number of negatives, relating to customer perceptions (Huyton, Evans, & Ingold 1997). In addition, as discussed by Powers (1997) accommodation providers need to recognise that there could be long-term impacts on the hotel’s rate structure and image with the guest.

Within the accommodation industry there are a large number of accommodation providers that are placed so they attract numbers of business guests; although there are not as many business guests as there are tourists, business guests are deemed

T imes are hard for hotels and motels! Not only is there a world recession which is changing

the way in which businesses operate, the amount of disposable income for potential tourists is diminished and lurking on the horizon is swine flu’ and other nasties with global impacts. Within this trying environment hotels and hotels are constantly challenged by the possibility of declining occupancy and average room rates.

An important characteristic of hotels and motels which does not help in times such as we have at present is that they have high fixed costs and low variable costs

54 | Vol 10 No. 1 | mo

to be the most frequent users (Wearne and Morrison, 1996). As a result of the importance of this group to hotels and motels a number of recent research projects (Lockyer, 2000; Lockyer 2002) have been undertaken to identify the most desired characteristics in accommodation as illustrated in Table 1. Other research, such as the 2002 National Business Travel Monitor, identified that the three most important attributes sought by business travellers in lodging accommodation are clean, well-maintained rooms, friendly and efficient service, and a safe place to stay (Yesawich, 2002).

In many business-type hotels the number of occupied rooms from Monday to Thursday nights is much higher than for Friday-Sunday (Lomanno, 1998, Lomanno, 1999) and a number of incentives have been used to increase occupancy rates, for example Table 2 illustrates the difference in price charged for the same room.

A number of ways of encouraging more guests to stay during the Friday-Sunday period (Kaven & Allardyce, 1994) have often targeted the leisure/pleasure markets in the weekend (Sogar and Jones, 1993). Wearne and Morrison (1996) classify this leisure/pleasure market into some typical segments that include people visiting friends or relatives (VFR market), honeymoon couples and lovers, pleasure seekers who want to meet someone, play sport, take part in special events or enjoy the night life, and couples on holiday with a planned itinerary. Weekend rates are discounted offers designed to attract people to stay on over a weekend or to attract local people to indulge themselves (Wearne and Morrison, 1996).

To avoid customers always expecting a promotion or special deal it is important not to plan too many and target them very carefully (Munger and Grewal, 2001). Hotels which attempt to increase their market share by discounting prices run the risk of negative

impacts on the profitability of the hotel in the medium and long-term (Kandampully and Suhartanto, 2000).

Another way to increase occupancy is direct mail, a form of promotion “used to generate new customers, maintain the loyalty of existing customers and renew the interest of lapsed customers” (Mawson, 2000, p 100). Some hotels use a direct mail newsletter featuring items about staff, specials and promotional events (Powers, 1997). Wearne and Morrison (1996) believe newsletters must contain items that the receivers are interested in otherwise they serve no greater purpose than that of a brochure. However Wearne and Morrison (1996), claim that newsletters do work well when used in conjunction with “enclosures about special offers and appealing new developments” (p 288). Powers (1997) outlines that the cost per mailout is a shortcoming of direct mail initiatives. Another drawback is its junk mail image (Wearne and Morrison, 1996; Powers, 1997). However the junk mail image can be overcome by “personalisation or by conferring an ‘insider’s’ feel in a newsletter” (Powers, 1997, p 345) where the recipient relates to and receives value from the newsletter.

To gain competitive advantage, Kandampully and Suhartanto, (2000) suggest there are two strategies most commonly used by hotel managers: “low cost leadership through price discounting and developing customer loyalty by providing unique benefits to customers.” (p 346). Competition in the hospitality industry is intense, and it is evident customers seek accommodation that offers best value for money, although McIlroy and Barnett (2000) argue cost is only one factor that influences choice. “Recommendations, positive past experiences and a close

relationship” can all lead to guests returning and remaining loyal (McIlroy and Barnett, 2000, p 347). Kandampully and Suhartanto (2000), define a loyal customer as “a customer who repurchases from the same service provider whenever possible, and who continues to recommend or maintains a positive attitude towards the service provider” (2000, p 346). Customer loyalty is of particular importance to the hotel sector as the hotel industry matures and the intense competition increases (Bowen and Shoemaker, 1998). Kandumpully

and Suhartanto (2000) show that customer satisfaction and service quality are prerequisites for loyalty. “Although keeping customers satisfied is important, loyal customers are more valuable than satisfied customers. A satisfied customer who does not return and spreads no word of mouth has no net present value to the company” (Bowen and Shoemaker, 1998). A study by Kandampully and Suhartanto (2000) indicated that hotel image and satisfaction with housekeeping are the most important factors examined by guests in their decision to “repurchase, recommend and exhibit loyalty” (p 350).

There is a positive relationship between customer loyalty and profitability. Bowen and Shoemaker (1998) show that the even small increases in loyal customers can result in a large increase in profitability. Reicheld and Sasser (1990) found when a business retains just 5 percent more of its customers, profits increase from

mo | Vol 10 No. 1 | 57

25 percent to 125 percent. Loyal customers are less likely to be price sensitive and therefore impact on profitability (Bowen and Shoemaker, 1998).

How this Research was Carried OutIn order to determine those factors that would encourage higher occupancy during the weekend periods, a questionnaire was developed after reviewing remarks from 220 guest comment cards previously completed by guests in a hotel with a high level of business occupancy during weekdays and low occupancy Friday through Saturday. The questionnaire contained three main parts, the first enquiring about the respondents’ use of accommodation, the number of times staying at the specific accommodation, and a two-part open question asking why they would return to stay at the accommodation, or why they would not.

The second section of the questionnaire contained 34 statements and the participants were asked to rank them 1 = Extremely Unimportant to 7 Extremely Important in the selection of accommodation to spend a weekend away. This contained items such as “Close to attraction”, “The size of the unit/room” and “Fresh muffins on arrival”. The respondents were also asked in the form of an open question if they had any other comments, or items that had been forgotten. The final part of this section asked “What things are important when selecting a weekend away”?

The last part of the survey asked demographic information including age, household income, number of children etc.

Eight hundred surveys were sent out. The choice of persons to whom the survey was sent was derived from the accommodation provider’s electronic data base. This was an extensive data base and every third name was selected until the desired survey size of 800 was met. Where an entry was clearly incorrect the next following record was used.

Results of the SurveyOf the 800 surveys that were sent out to named recipients, seven came back undeliverable, and there were five that were not usable because large sections had not been completed. This resulted in 375 (46.9 percent) usable responses. As is evident from Table 3 males represented 59.2 percent of the respondents. The ages between 31-40 (24.9 percent) 41-50 (31.0 percent) and 51-60 (25.1 percent) had the highest representation in the respondents, with similar percentages from each group. With reference to income, again there was a lot of consistency in the number of respondents from $40,000 up to those over $100,000 with each category in the low twenty percentile. The largest number of respondents (65.1 percent) had no children under 16 living at home, and 74.4 percent of respondents were married.

Table 5 lists the results of the main part of the survey (the 34 Likert-style questions mentioned earlier) showing factors by descending mean. As is illustrated the item with the highest mean was ‘Bathroom Facilities’ (mean 6.31, Very Important) with ‘Comfortable bed’ (mean 6.31, Very Important) receiving the same score. These were followed by ‘Friendly staff’ (mean 6.11, Very Important) and ‘Security’ (mean 6.04, Very Important). Of particular note is that the

first instance of a reference to price is in eighth position: ‘Discount if you stay more than one night’ (mean 5.69, Important) and item nine ‘Discount for returning guests’ (mean 5.64, Important). The four items with the lowest mean scores were, ‘In room dinner’ (mean 3.95, Unimportant), ‘A bottle of wine in room’ (mean 3.46, Unimportant), ‘Fresh muffins on arrival’ (mean 3.46, Unimportant) and ‘Babysitting/Childminding’ (mean 2.70, Very Unimportant).

The data were analysed to see if demographics of the survey participants had an impact on the questions from Table 5. Results showed that ‘Quietness and Privacy’ is more important to those with an income greater than $100,000 per year than others in the survey. Also this same group with an income over $100,000 indicated that ‘Close to restaurants and other night time activities’ along with an ‘Internet/email connection point’ was also statistically more important than other salary ranges. The last difference by income again related to those earning more than $100,000 where the choice between ‘Full cream or trim milk’ was less important than other income groups.

The next analysis, again considered if there was any statistically significant difference by age. The first was in relation to an ‘In room spa’ - all the participants 41-50 years, 51-60 years and 61-70

58 | Vol 10 No. 1 | mo

years indicated a lower level of importance than the younger participants. Participants aged 21-30 years indicated that ‘In room breakfast’ was statistically more important than other age groups, likewise this same age group also indicated that ‘In room dinner’ was more important than other age groups. In addition this age group indicated that ‘A late departure time’ was also more important than other age groups. The final difference related to ‘Babysitting/Childminding’ where the two oldest groups - 51-60 years and 61-70 years - indicated that it was less important than other age groups.

Marital status was next analysed. For participants who were single, the availability of ‘In-room cooking facilities’ was statistically less important than other groups. Both ‘Customer loyalty cards’ and ‘Discount for returning guests’ were more

important to partners. There were no other differences by marital status.

As it relates to the number of children there were no statistically significant differences.

Any differences by gender were investigated using Independent-sample t-test. This analysis revealed very few differences between males and females: the first, that ‘A bottle of wine in room’ was less important to males than to females, and the second that ‘A monthly newsletter outlining local events’ was less important to males than females.

The last part of the analysis involves the open question, where the respondents were asked “What things are important when selecting a weekend away”. The text from this question was entered into a word processor, saved as a “Text Only” file and then loaded into CATPAC which is an

artificial neural network program used to draw meaning from text.

Catpac outputs a dendogram (Figure 1) which shows the strength and the relationship between words. There is a strong relationship between “Clean, Location, Comfortable, Friendly and Service”. This seems to indicate there is an importance that the accommodation is clean and comfortable, and that the location is important, that the staff need to be friendly and that the level of service is also important. The next strongest relationship was “Handy and Tidy”. The word “handy”, refers to the location of the establishment, ie close to shops and restaurants etc. The word “tidy” is referring back again to the cleanliness of the establishment. The next strongest relationship is that of “Convenient, Town and Staff”, once again this is emphasising location and the importance of the staff. Of particular note is that price or any discount was not included in the comments made by the survey participants, and that comments were centred on the room: its cleanliness, the location and the staff and their friendliness.

Discussion of Findings and Implications to Hospitality ManagementAs discussed in the introduction the maximum utilisation of the rooms in a hotel or motel is an important part of the profitability of an establishment. Because of the high fixed and low variable cost many establishments have used a variety of yield management approaches to increase occupancy, with the assumption that if the revenue covers the variable costs and contributes towards fixed costs then that is better than no sale at all. This research has been looking at one particular establishment, but as discussed the respondents are representative of the New Zealand population. Some accommodation providers, often because of their location, have high levels of business guest occupancy during the period from Monday to Thursday, but low occupancy over the weekend. A review of some of the techniques that accommodation providers use seems to be dominated by the use of price as the main marketing tool, with some including a free bottle of wine or a meal etc.

mo | Vol 10 No. 1 | 59

What is of importance to management is that price related incentives are not the most important areas which attract a weekend guest. As is evident from Table 4 the factors that the participants indicated were headed by ‘Bathroom facilities’, ‘Comfortable bed’ and ‘Friendly staff’. The first mention of discount was number eight on the list. This same pattern was evident from both Table 5 and Figure 1 which indicates that price is not the most important issue for people in the selection of weekend accommodation, and that the over-dominance of price in promotion is incorrect. This is also evident from the open question, where price or discount did not appear in the dendogram, but that again the quality of the room, location and the staff were the areas with the strongest relationships.

It is often said that the worst thing the hospitality industry did was to teach the guests to expect a discount. This research

confirms that viewpoint. The long term impact of discounting can affect other properties that may join in a type of ‘price war’ which can make all properties less successful. n

ReferencesBowen J. and Shoemaker S., (1998). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 1(39), 12-25.

Huyton, J., Evans, P., & Ingold. (1997). The legal and moral issues surrounding the practise of yield management. International Journal of Contemporary Hospitality Management, 9(2), 84-87.

Jauncy, S., Mitchell, I., and Slamet P., (1995). The meaning and management of yield in hotels. International Journal of Contemporary Hospitality Management, 4(7), 23-27.

Kandampully and Suhartanto, 2000, Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal Of Contemporary Hospitality Management, 6(12), 346-348.

Kaven, W.H., & Allardyce, M. (1994). Dalmahoy’s strategy for success. Cornell Hotel and Restaurant Administration Quarterly, 6(35), 86-90.

Lockyer, T. (2000). A New Zealand investigation into factors influencing consumers’ selection of business hotel accommodation. Australian Journal of hospitality Management. 7 (2), 11-24

Lockyer, T. (2002). Business guests’ accommodation selection: the view from both sides. International Journal of Contemporary Hospitality Management, 14(6), 294-300.

Lomanno, M. V. (1998), Working for the weekend. Hotel and Motel Management, 20(213), 26-27.

Lomanno, M.V. (1999). Holiday lesson: Don’t put all eggs in one basket. Hotel and Motel Management, 6(214), 50-51.

Mawson, S. (2000). The fundamentals of hospitality marketing. London: Continuum.

McIlroy, A. and Barnett, S., (2000). Building customer relationships: do discount cards work? Managing Service Quality, 6(10), 347-355.

Munger, J., and Grewal, D., (2001). The effects of alternative price promotional methods on consumers’ product evaluations and purchase intentions. The Journal of Product and Brand Management. (185-197).

Powers, T. (1997). Marketing hospitality (2nd ed.). Canada: John Wiley and Sons Inc.

Reichheld, F., Sasser, W.E., 1990, “Zero defections: quality comes to services”, Harvard Business Review, 68, 105-11.

Smith, B.C., Leimkubler, J.F., & Darrow, R.M. (1992). Yield management at American Airlines. Interfaces, 22(1), 8-31.

Sogar, D.H., & Jones, M. H. (1993). Attracting business travellers to a resort. Cornell Hotel and Restaurant Administration Quarterly, 5(34). 43-47.

Wearne, N. & Morrison, A. (1996). Hospitality marketing. Oxford: Butterworth-Heinemann Ltd.

Yesawich, P. (2002, June). Guests’ preferences evolve, rest on fundamentals. Hotel and Motel Management, 10(217), 9-10.

Weekend Accommodation– the challenge in times of economic turmoil

62 | Vol 10 No. 1 | mo

Epileptic seizures can happen anywhere and at any time – even with hotel guests or staff.

Having a basic understanding about epilepsy and first aid will increase the likelihood of hotel staff responding appropriately to an unexpected event such as a seizure.

Epilepsy is a common neurological condition involving a tendency to have recurrent seizures. The brain controls the body’s actions, sensations and emotions through nerve cells that carry messages between the brain and the body. These messages are transmitted through regular electrical impulses. A seizure occurs when sudden bursts of electrical activity in the brain disrupt this pattern. The kind of seizure, and the parts of the body affected by it, relates to

Employing people with Epilepsy

Tonic-Clonic and Complex Partial seizures. During a Tonic-Clonic seizure a person’s body stiffens and air forced past the vocal cords often causes a cry or groan as the person falls to the ground. Their limbs begin to jerk in strong symmetrical, rhythmic movements. The person may dribble from the mouth, go blue or red in the face or lose their bladder and/or bowel control as the body relaxes. As consciousness returns, the person may be confused, drowsy, agitated or depressed. They may have a headache and want to sleep. The drowsiness can last for a number of hours.

Anyone can help someone having a Tonic-Clonic seizure by following a few simple guidelines. These include staying with the person, timing the seizure from the outset, protecting them from injury, placing something soft under their head, rolling the person on to their side at the earliest opportunity to maintain their airway, never placing anything in their mouth and calling an ambulance if the seizure lasts for five minutes. Check for a medical ID bracelet or necklace and ring the emergency number, if available.

During complex partial seizures a person has impaired awareness, which means they aren’t aware of where they are and what they are doing and are at risk of injury until they return to full awareness. The person may often appear confused and dazed and may do strange and repetitive actions like fiddling with clothing or making chewing movements or uttering unusual sounds. During a complex partial seizure it is important that you stay with the person until they regain full awareness. Avoid restraint and if you need to move them away from danger, gently guide them by the elbow. You don’t need to put the

the part of the brain in which the irregular electrical activity occurred.

Seizures can involve a loss of consciousness, a range of unusual movements, odd feelings and sensations or changed behaviour. About 65 percent of people achieve good seizure control with medication and good lifestyle management.

Seizures can sometimes look frightening but rarely cause any damage to the brain. Once the seizure is over, the person gradually returns to normal. It is important that key hotel staff, such as Executive Housekeepers, ensure that anyone having a seizure in the workplace is protected and not further alienated by the experience.

The two commonest types of seizures most likely to occur in a hotel setting are called

By EPILEPSY FOUNDATION OF VICTORIA

workplace. If the best person for the job also has epilepsy, they are still the best person for the job.

People often hide their condition because they may have had negative experiences in the past when they have disclosed the fact that they have epilepsy to a prospective employer. To assume that a person’s epilepsy will prevent them from doing the job is often a mistake and can lead to unnecessary discrimination. After all, a job interview is all about a person’s ability to do the job.

There is an epilepsy organisation in each state available to assist with all epilepsy related enquiries. The national epilepsy helpline can be called from anywhere in Australia for the cost of a local call on 1300 852 853. n

person in the recovery position on their side because they aren’t unconscious. Call an ambulance if the complex partial seizure lasts for 15 minutes. Most of these seizures resolve in a couple of minutes but confusion after the seizure can last for some time.

For many people with epilepsy, it isn’t the condition but people’s lack of knowledge and understanding that causes the greatest problems. Most people with epilepsy can do most of the things that people without epilepsy can do such as – work, play sport, raise a family, drive and enjoy social activities.

Becoming an airline pilot or joining the police or armed forces aren’t vocational options currently available to people with epilepsy. There are, however, many other options available and many people with epilepsy have worked successfully in the hospitality industry. Having epilepsy doesn’t automatically mean having more time off work, nor does it make people less reliable. The common cold or flu is likely to account for more sick leave than any time taken off due to seizures.

For those who hire staff, it is probably natural that you are concerned when an applicant tells you he or she has epilepsy. It is vital you find out specific information about that individual’s epilepsy circumstances rather than make assumptions that everything you know about epilepsy will be relevant to that person because it may not.

There is significant variation among people living with epilepsy. Many people have complete control of their seizures and their condition won’t have any impact in a work environment. Other people might only have nocturnal seizures and be at no risk of day time seizure activity. Others might have simple partial seizures where they maintain complete awareness during the seizure, which eliminates the risk of harm or injury during a seizure in the

More important information next page >

64 | Vol 10 No. 1 | mo

Seizure First AidGiving help to a person who is

having a seizure

In a convulsive seizure (eg Tonic-Clonic seizure):

Stay calm•Time the seizure from the beginning•Do not put anything in the person’s •mouthDo not try to restrain the person•Protect the person from injury; remove •any hard objectsPlace something soft under the head •and loosen any tight clothingRoll the person onto their side to keep •the airway clearStay with and reassure the person until •they have recovered.

In a non-convulsive seizure (eg Complex Partial seizure):

Time the seizure from the beginning•The person may behave strangely or •appear disorientatedAvoid restraining the person if possible; •talk to them, try to guide them to safety and protect them until they recover.

Call an ambulance:If the • convulsive seizure continues for more than 5 minutesIn a • convulsive seizure, if the seizure stops but the person does not regain consciousness within 5 minutes, or if another seizure beginsIn a • non-convulsive seizure if the person has not begun to recover in 15 minutesWhen a serious injury has occurred, •if it occurs in water or if you believe a woman is pregnant.

Epilepsy Foundation of Victoria Inc.818 Burke RoadCAMBERWELL VIC 3124Tel: 03 9805 9111Fax: 03 9882 7159Local call: 1300 852 853E: epilepsy@epilepsy.asn.auW: www.epinet.org.au

Epilepsy Association of the ACT Inc27 Mulley StreetHOLDER ACT 2611PO Box 3744WESTON CREEK ACT 2611Tel: 02 6287 4555Fax: 02 6287 4556E: epilepsy@epilepsyact.org.au

Epilepsy Association of SA & the NT IncThe Epilepsy Centre SA 266 Port RoadHINDMARSH SA 5007PO Box 12WOODVILLE SA 5011Tel: 08 8448 5600Fax: 08 8448 5609E: enquiries@epilepsycentre.org.auW: www.epilepsycentre.org.au

Epilepsy Association of Tasmania Inc

BURNIE (HEAD OFFICE)Shop 4, Brownell Place11 Wilson Street, BURNIE TAS 7320Tel: 03 6431 7848Mob: 0439 411 223Fax: 03 6431 5566E: etas.nw@bigpond.net.au

HOBARTRooms 13 and 14, McDougall Building Ellerslie Road, BATTERY POINT TAS 7004Tel/Fax: 03 6224 4545E: etas.s@bigpond.net.au

LAUNCESTONKings Meadow Community Health CentreMcHugh Street, KINGS MEADOW TAS 7249Tel/Fax: 03 6336 5148Mob: 0439 439 041E: etas.n@bigpond.net.au

Epilepsy Foundation of Victoria and Epilepsy Australia in NSW IncDenise ChapmanPO Box 1049Baulkham Hills NSW 1755Tel: 02 9674 9966Fax: 02 9620 7087E: epilepsyaust@bigpond.com

Epilepsy Queensland IncLevel 2, Gabba Towers 411 Vulture StreetWOOLLOONGABBA QLD 4102PO Box 1457COORPAROO BC QLD 4151Tel: 07 3435 5000Fax: 07 3435 5025E: epilepsy@epilepsyqueensland.com.auW: www.epilpesyqueensland.com.au

Epilepsy Association of Western AustraliaCentre for Neurological Support – The NicheSuite B, 11 Aberdare RoadNEDLANDS WA 6009Tel: 08 9346 7699Fax: 08 9346 7696E: epilepsy@cnswa.com

Epilepsy Association NSW PO Box 879EPPING NSW 1710Tel: 1300 374537Fax: 1300 886894Also Epilepsy ActionGPO Box 9878 Sydney NSW 2001E: epilepsy@epilepsy.org.auEmergency Services 000

Epilepsy Help Line 1300 852 853www.epinet.og.au

Where to get help

Australia-wide: 1300 852 853

Two new luxury beachfront hotels in Perth, a family resort on the Sunshine Coast, a cosy Sale stopover and a charming Ballarat property are the latest additions to

Choice Hotels Australasia’s (CHA) growing network.

CHA’s new Sunshine Coast sign-up, the 103-room Quality Suites Ivory Palms features a range of self-contained apartments and villas set amongst landscaped lagoons and tropical gardens. A short distance to Noosa’s main dining and shopping strip, Hastings Street, the resort offers four swimming pools, two spas, sauna, tennis courts, games room, restaurant and conference facilities for up to 80 people.

The group has also signed the Quality Resort Sorrento Beach – a new beachfront property with 80 one, two and three-bedroom self-contained apartments and studio suites on Perth’s Sunset Coast, just 20 minutes north of the CBD. Features include a business centre, restaurant, swimming pool, spa, sauna, underground parking and conference facilities for up to 50 people. The hotel is just a short stroll to local attractions such as Hillary’s Boat Harbour and the Rottnest Island ferry.

Also on Perth’s Sunset Coast is CHA’s newest luxury hotel, the Clarion Suites Mullaloo overlooking pristine Mullaloo Beach. The brand new boutique property features a restaurant and bar, undercover parking, laundry facilities and 10 stylish self-contained two and three-bedroom apartments and two large penthouses, all with plasma/LCD TVs, ensuite spa baths and folding glass doors opening onto spacious beachfront balconies.

The group has also welcomed two new Victorian sign-ups in the historic town of Ballarat and the port town of Sale in central Gippsland.

With nearby attractions including the Ninety Mile Beach and High Country wineries and restaurants, the Comfort Inn & Suites King Avenue offers 43 rooms including 10 self-contained two-bedroom apartments, restaurant and bar, wheelchair access, on-site parking, same-day laundry service and conference facilities for up to 40 people.

Meanwhile, the Comfort Inn Bell Tower in Ballarat features 68 rooms including family and spa suites, restaurant, conference facilities for up to 100 people, and an indoor heated pool, gazebo and BBQ areas. n

Choice Adds Noosa, Ballarat, Sale and Perth

A D V E R T O R I A L

Clarion Suites Mullaloo

6% for non-Sanforized fabric) and double singed (to prevent pilling). A coloured commercial quality sheet should also be vat dyed so as to be bleach and chlorine resistant. Sheeting fabric manufactured and finished to these standards should meet AS 3789.6, the Australian Standard for healthcare fabric, which is the most rigorous Standard for sheeting in Australia.

So what makes a towel commercial quality? A commercial quality towel should be made from 100% cotton terry toweling with a medium length pile (to reduce pulling), overlocked seams (to reduce fraying) and either no headers or 100% cotton headers (to retain shape). A coloured commercial quality towel should also be vat dyed so as to be bleach and chlorine resistant.

H Polesy & Co Pty Ltd import and stock commercial linen, bedding and towels to suit every level of accommodation and every budget. All products are designed

for use in commercial applications and for commercial laundering. They are manufactured to relevant Australian Standards and are easy care, durable and stylish.

To speak with someone regarding your linen, bedding and towel needs please contact your nearest office:

Sydney Felicity Gordon (02) 9311-4191

Melbourne Justin Bragg (03) 9362-0075

Brisbane Davina Moore (07) 3806-4100

Perth Debbie Wheeler (08) 9248-4515

Or to receive your complimentary copy of H Polesy & Co Pty Ltd’s Commercial Textiles and Bedding Products catalogue call 1300 765 379 or email promo@polesy.com.au.

Good quality commercial linen, bedding and towels are an investment in guest comfort

and continued repeat business. Bed linen and towels are the items with which your guests have the most direct contact. To create a great lasting impression, these items have to feel comfortable to the touch and be appealing to the eye.

Commercial quality bed linen, bedding and towels should retain their shape, colour, appearance and feel even after extensive use in high traffic environments and frequent commercial laundering.

So what makes a sheet commercial quality? A commercial quality sheet should be made from a minimum 155gsm weight fabric that has been woven from polyester / combed cotton yarn (to reduce creasing) that has been mercerized (to increase yarn strength and fabric lustre), Sanforized (to reduce shrinkage to 1.5% - as opposed to up to

Commercial Quality Linen, Bedding and Towels

68 | Vol 10 No. 1 | mo

“It is not so much that the tiles make the area look unsightly or even downright ugly, but the way the grout looks.

Peter Johnson has an interesting way of describing this, by depicting the grout as being the frame around a painting or a picture. “If the frame looks ugly, it makes the painting also look ugly.”

“We have a process that immediately overcomes the problem.

“Our expert technician will quickly remove and replace all the old silicone seals around the bathroom (bath, shower and vanity seals etc), machine out the existing grout, regrout using a sanitised grout with an anti-mould additive, and then install a polyurethane seal to prevent leaks at the wall / floor junction in the shower. This will dramatically improve the appearance of the bathroom.

“He will also apply two coats of penetrating sealer to new grout in wet areas, preventing discolouration of the grout,” he said.

Why fight a losing battle?

C O M PA N Y P R O F I L E

There are no plumbing or re-tiling costs, nor is there a mess or smell left behind after this procedure, with the ‘as-new’ bathroom left clean, fresh and hygienic.

Johnson explains the pricing for this work is competitively fixed and states there will be no nasty surprises, as Total TileCare bases its success on its vast experience in this field and the honesty of its service to clients.

Johnson points out how all the technicians they use are employees of the company. “We do not use sub-contactors”.

To protect the grout in hotel and motel bathrooms, improve its life expectancy and prevent moisture penetration, Total TileCare also highly recommends all wet areas to be Stainguarded (sealed). This means a premium penetrating sealer is applied to the grout joints providing resistance to water, oil and general contaminants.

Stainguarding does not alter the appearance of the grout, as the sealer is invisible to the naked eye, sitting just below

D iscoloured, decaying grout and mouldy seals around bathroom tiles are an ongoing

problem for many hotels and motels, especially where staff constantly use band-aid solutions having housekeepers constantly rubbing away with products that not only fail to get the job done, but actually make the problem worse over time.

Total TileCare, a Sydney based company, has the answer to this widespread problem, stopping it instantly in its tracks with an ‘as-new’ bathroom, relieving housekeepers from all that constant and time-consuming scrubbing.

Peter Johnson, National Sales Manager for Total TileCare, explains how once the sealant becomes discoloured and the grout (between the tiles) is decayed, mouldy and even missing in some places, the affected areas never looks clean no matter how much effort is spent with management putting off the inevitable.

the surface. “But it does improve cleanliness and hygiene by preventing contaminants from penetrating into the grout pores.

“Stainguarding will help to prevent the growth of mould and mildew by simplifying the cleaning and maintenance of the area.

“Never use harsh chemical cleaners, such as bleach or acids,” he advises. “These actually decay the grout and seals over time. Ventilation and air flow is also important with all bathrooms,” he adds.

About Total TileCareServicing Sydney since 1991, previous commercial clients of Total TileCare include Quay West Suites, Mecure, The Novotel, Crown Plaza Terrigal, The Menzies Hotel, Shangri-La Hotel, Travelodge, Rendezvous Hotel, Thredbo

Alpine Lodge & Ibis Hotel. Offering an honest, reliable, and cost effective professional service, Total TileCare has the solution to all your tile maintenance needs.

Also specialising in tile and grout cleaning & sealing, grout recolouring and leaking shower repair, Total TileCare are the experts in all tile maintenance. Total TileCare will put the WOW! back into your tiles without blowing your budget. n

Special Offer:

For a limited time only, Total TileCare is offering a

FREE SAMPLE Shower MakeOver to approved commercial clients. Quote the

following promotional code MOMAY2009. Terms and

conditions apply.

Call Total TileCare today: Freecall 1800 02 02 03,

or (02) 9905 4360 to find out more.

Total TileCare: Freecall 1800 020 203, or (02) 9905 4360. PO Box 438, Brookvale, NSW 2100

www.totaltilecare.com.au

70 | Vol 10 No. 1 | mo

that will not do too much harm to future prospects, you are likely to be giving money away.

When you discount your rooms, all expenses must still be paid -- rent, rates, phones, printing & stationary, repairs, wages, linen and whatever. Still, desperate times do require desperate measures. In the motel business, it is not so much what is paid through your cash register that really counts, but what is left in your bank at the end of the year.

The cash surplus is obviously important, but so too is the value you are creating in having built up your business. Why spend hundreds of dollars advertising and promoting your motel in the best light, and then undoing all this great promotion by dropping your prices. To some, this will be taken to mean how you have been overpricing your rooms in the past.

Word in this business certainly can spread, and some guests to have taken advantage of your lower tariffs are likely to pass on the news how things were getting desperate there leading to cheaper rooms in trying to survive.

It would be wrong, but the public perception might well be how your rooms are only worth the discounted rate. It is something we have seen happen with motels in the past.

Then you have the guest to stay with you who does not realise the rooms have been discounted. To him, it’s great value. Months later when the economy has turned full circle, he returns and is charged full price, becoming somewhat disgruntled in the price having gone up.

They will not always believe how they had a great bargain the first time, with some surely

Occupancy vs. Tariff in tough timesBy MAX AGNEW

thinking how they have been ripped off. More bad news.

We are certainly going through unprecedented times which there might not be any ground rules to all of this.

However, in times of other ups and downs in the past, the key to making ends meet in the tough periods is to retain your rates knowing the good times are coming.

It is a common perception that guests choose a motel on price. Some do, though many surveys that have been taken have all shown this question comes a long way down the list of priorities.

It is a proven formula in tough times when someone who arrives at reception hesitates, you invite to take them and show the room to the potential guest, talking nicely all the way and thereby building an early relationship. It seems to work just about every time.

Another option that works well is to entice guests in these tough times with an offer of a free continental breakfast one morning. To the motel, this might cost only $5 or so, but to a guest, it is $12 or more value to them.

Of course, having taken the option of maintaining your usual tariffs, it can be tough seeing another motel just down the road advertising a discounted rate out front, and you see some cars turning in there. Just remember, what potential damage this might be to your rival’s business in the future.

It is worth remembering in this present gloomy situation, that when times get better, you will not be fighting to get your tariff back to where it was before this global recession over-ran us all. n

I t is generally agreed Australia will grow by only 0.2 percent in the next 12 months. Compounding the

hard times for motel owners brought on by this global recession are figures showing a record number of working Australians have been putting on hold taking holidays, waiting for better times.

In this struggling economy the likes we have not seen for 75 years, promising statistics of motel growth pre-global recession are virtually meaningless at a time when room occupancy rates are likely to be down for so many motel operators, and through no fault of theirs.

What this situation is likely to mean for most operators in this current market is the question of occupancy versus tariff. That is, do we drop room prices to try and make ends meet knowing occupancy is what motel ownership is all about?

Dropping prices for a quick sale in the competitive area for major stores is a proven way of turning over the dollars. But such stores are a world away from operating a motel business where all kinds of expenses have to be taken into the equation.

Unless you are quite confident that lowering your prices will bring in instant business

mo | Vol 10 No. 1 | 71

Income 65% @ $80 55% @ $95 60% @ $95

Motel 379600 381425 416100

Other 358 300 332.94

Total Income 379958 381725 416432.9

Less chargebacks 3500 2975 3255

Less cost of goods 6566 5581.1 6106.38

Cleaning 2068 1757.8 1923.24

Gross trading profit 367824 371411.1 405148.3

Expenditure

Accountancy 2107 2107 2107

ACC levies 538 538 538

Advertising 12644 12644 12644

Bank fees 3205 3205 3205

Electricity and Gas 19541 16609.85 18173.13

General expenses 3177 2700.45 2954.61

Grounds maintenance 500 500 500

Insurance 7979 7979 7979

Linen 500 450 465

Motor vehicle expenses 2732 2732 2732

Printing and stationery 456 456 456

Rates 13955 13955 13955

Rent 136406 136406 136406

Repairs 14336 14336 14336

Replacement furnishings 500 450 465

Telephone and tolls 5539 5539 5539

Subscriptions 3387 3387 3387

Wages 33395 28385.75 31057.35

Total expenses 260897 250229.7 255895.6

Cash surplus 106927 121181.5 149252.8

The following chart is a typical income/expenditure report of a modest motel prepared by Kathie Shepard, an industry consultant.

A lways take time for yourself – at least 30 minutes every day.

Be aware of your own stress meter know when to step back and cool down.

Control... concentrate on controlling your own situation, without controlling everybody else.

Daily exercise to burn off the stress chemicals.

Eat lots of fresh fruit, vegies, bread and water... give your body the best to perform at its best.

Forgive others and don’t hold grudges, be tolerant, not everyone is as capable as you.

Gain perspective on things – how important is the issue?

Hugs & kisses and laughter – have fun and don’t be afraid to share your feelings with

others.

Identify stressors and plan to deal with them befter next time, be more prepared eg: tax time.

Judge your own performance realistically – don’t set goals out of your own reach.

Keep a positive attitude – your outlook will influence outcomes and the way others

treat you.

L imit alcohol, drugs and other stimulants such as coffee and cola drinks... they may affect

your perception and behaviour.

Money... manage it well – seek advice and save at least 10% of what you earn.

No is a word you need to learn to use without feeling guilty – commit yourself only to what

you can do realistically.

The A-Z of Quality Life

Outdoor activities by yourself, or with friends and family can be a great way to relax –

don’t forget your sunscreen.

P lay your favourite music regularly rather than watching TV.

Quit smoking – it is stressing your body out daily not to mention killing you too.

Relationships – nurture and enoy them, learn to listen more and talk less.

S leep well – with a firm maftress and supportive pillow – don’t overheat yourself and allow

plenty of ventilation.

Treat yourself once a week with a massage, dinner out, or the movies – moderation is the

key.

Understand things from the other person’s point of view.

Verify information from the source before exploding.

Worry less – it really does not get things done befter or quicker, in fact it usually causes

more mistakes and troubles.

Xanadu – retreat to your favourite space regularly – make holidays a part of your yearly

plan and budget.

Yearly goal setting – plan what you want to achieve based on your priorities in your

career, relationships, health etc.

Zest for life – each day is a gift – smile and be thankful that you are a part of the bigger

picture.

mo | Vol 10 No. 1 | 73

are available from Mobile Phone carriers resulting in cheaper phone bills for you.

By putting a Unlimited or Capped Call Plan SIM card into the GSM gateway and programming the PABX to direct outbound calls via the Gateway, $1000s can be saved.

Calls to mobile phones are usually the most expensive component of your landline phone bill. With call rates of 25c to 37c a minute being most common along with expensive flag falls, it doesn’t take long to run up massive phone bills. You will also know that when it comes to calling out to a mobile phone, many mobile carriers have much better deals than the fixed wire carriers.

Adding a GSM Gateway to your PABX Phone System can cut your phone bill by over 60%!By TONY DUNPHY TelAustralia

Here’s 2 examples of how a GSM Gateway can cut your phone bill:

Example 1

Metro Hotel A with 50 rooms currently has a corporate plan on their landlines with one of Australia’s Biggest Telco’s. With 6 dedicated voice lines, they spend around $1000 a month on phone calls to landlines and mobiles within Australia. They add in a 4 port GSM gateway and add in 4 Telaustralia Unlimited Call Plan SIM Cards for $119 per month each. All calls to Landlines and Mobiles within Australia are unlimited and untimed on these plans so their bill for calls to mobiles & landlines will come to $476 per month…a total saving of $6000 per annum or around 50%. As there are now 4 dedicated GSM Gateway lines for outbound calls, they have also been able to reduce their total number of landlines by 3 saving another $100 per month on Line Rental charges.

Example 2

Regional Hotel B with 32 rooms and 3 voice lines currently spends around $600 a month on calls to Mobiles & Long Distance calls within Australia. They elect to add in Dual Port GSM gateway and add in 1 X Telaustralia $119 Unlimited Calls plan SIM & 1 X Telaustralia $79 capped mobile plan SIM. They now route around 80% of all calls via the GSM gateway saving them approx $350 per month or nearly 60%. >

We are seeing an emerging trend with Small to Larger Scale

accommodation providers, adding a GSM Gateway to their PABX phone systems and in some cases cutting their phone bill by up to 80%.

What is a GSM Gateway?A GSM Gateway is essentially a mobile phone device that connects to a PABX phone system and allows you to make calls from your Phone System using a mobile network. A GSM gateway allows you to take advantage of better call rates that

Resort Brokers Australia was founded just over two decades ago, by Ian

Crooks, a pioneer in the tourism property sales and leasing industry. Resort Brokers is now Australasia’s most prominent and largest tourism brokerage organisation, specialising in the marketing and sale of leasehold and freehold motels, resorts, hotels, caravan/tourist parks, management rights, hospitality venues and all manner of niche market properties such as backpacker hostels, lodges and B&Bs.

Headquartered in Brisbane, the network includes offices in Sydney, Melbourne, and the Gold Coast, along with having a strong presence

in Launceston, Darwin, Sunshine Coast, Queensland’s Whitsundays and Coral Coasts, and North Queensland, servicing vast urban, coastal and regional areas. Resort Brokers also services major Asia-Pacific tourism centres.

2008 has been an interesting year for us and the market has provided both challenges and opportunities for our clients. The fundamentals of well-priced motels and caravan parks leaseholds have remained the same, and we have recorded the best year, in this regard, since Resort Brokers was founded.

Some exciting sales the last financial year include the Windmill Motel & Reception Centre in Mackay and the freehold of the Reef Palms Motel in

Cairns; Darwin Airport Resort, Emerald Inn, Blazing Stump in Victoria, the Hi-Way Inn Northern Territory, the freehold of the Comfort Inn Henry Parkes in Tenterfield, and the leasehold of the Quest Darwin.

The leasehold of motels and caravan parks continue to provide a 25% return, making it a profitable investment option across the board.

Resort Brokers is proud to be the only organisation in Australia providing clients the full array of opportunities, including Management Rights, freehold and leasehold options in the tourism property sales and leasing industry. This allows clients to capitalise on the opportunities provided in any market and all economic situations. n

Resort Brokers Australia

< What do I need to use a GSM Gateway?You need to have a programmable PABX phone system with at least one free analogue port. You then need to have an active SIM card on the desired mobile phone plan. Your PABX Maintainer will install the Gateway for you and program your PABX system so that you can nominate which lines will route via the GSM Gateway.

Is this cheaper than VoIP?In most cases, using a GSM gateway will be cheaper than VoIP unless you need to make a lot of International calls.

The real advantage of using a GSM gateway is simplicity. Once installed and programmed there are no other ongoing support costs or technical support required. Imaging connecting a Mobile Phone, and then leaving it on a shelf in your office. That’s what connecting a GSM gateway is comparable to doing. If you are able to make mobile phone calls from your office

and have a suitable PABX then you can install a GSM gateway.

There’s no outlay on Higher Speed Broadband, no issues with call quality and no ongoing technical support required.

Are GSM Gateways for voice only?No! GSM gateways can be used services other than voice. Depending on the model purchased and the allowable service on your mobile plan, you may also be able to transmit and receive fax & wireless broadband data via the GSM gateway.

What will a GSM Gateway cost?Costs will vary depending on the number of channels (lines or number of SIMs) that you require and the features of the gateway.

Units are available in increments of 1, 2, 4, 8, 12, 16, 20, 24, 28 right up to 32 Channel (32 SIM cards) that are able to be

connected to Primary Rate ISDN 10/20/30 PABX Systems.

The most popular Devices are 1 - 4 Channel and these start at around $500 Aus installed for a Single SIM device and around $1800 for a 4 Channel Device. n

Tony Dunphy is Managing Director of TelAustralia, an Australian Business Phone Company.

www.telaustralia.com.au info@telaustralia.com.au 1300 783 528

We met business owner and inventor Konrad Schuster of Global Bath Insert who spoke to us about the

often uncomfortable subject of unloved and unhygenic Motel Bathrooms.

“Global Bath Insert, now celebrating over 20 years of success, has continued to be synonymous for its uniqueness and affordability. In keeping with our company vision, we decided to take it one step further and service the DIY market.”

Konrad prides himself on being innovative and has worked over time to invent this eco friendly DIY Kit of the product, until recently, he offered only to a select few. His bath and shower inserts, tried and proven for over 2 decades, are now available for everyone to access and benefit from.

“The difference is astounding; one motel updated their shower bases which assisted them in gaining an additional star on their rating; their prices were increased as was the value of the motel. The new equity more than paid for the inserts!”

“My advice to managers in accommodation is to always stay ahead of the pack; for us this is reflected right down to the fungal and mildew-repellent silicone we use when finishing our work.”

Global Bath Insert offer a personalised service as well as the DIY component, Konrad even offers to come and train a team member for those less confident. An easy solution to make your motel look and feel loved againat a cost which will leave the finance department smiling. n

You can get more information atwww.globalbathinsert.comNational Office 1800 817 115

Create a beautiful bathroom and increase your business – it doesn’t cost the earth!

Inventor and

Entrepreneur

Konrad Schuster

“My advice to

managers is to

always stay ahead

of the pack…”

This product

certainly allows you

to do that!

A D V E R T O R I A L

The Hotel Operations Technology Show (HOT) - Australia’s only dedicated

hospitality technology solution event for the Hotel, Motel & Resort market in Australia will again be held in the Ballroom at Star City Casino in Sydney on Thursday 30th and Friday 31st July, 2009.

Supported by the Hotel Motel & Accommodation Association (HMAA) the theme of this year’s Conference is “Technology for Turbulent Times” and will have key sessions on how owners can use technology to maximize revenues, assist in the reduction of staff time and costs as well as create an open atmosphere for discussion. Following the Conference –

Day Two will feature practical workshops enabling delegates to gain valuable knowledge and education on the latest technologies and applications.

Key topics that will be reviewed at HOT09 are:

1. The importance of getting the technology and ambiance in the guestroom right to meet the needs of emerging “y” generation guests

2. Guests requiring an entertainment experience similar to that which they have at home

3. Convergence or as some call it the triple play is now becoming the new technology of choice for new hotels or hotels that are refreshing their technology

4. The need for hotels to become environmentally friendly and install energy efficient HVAC in the guestrooms

5. The rise of Web 2 or social networking where guests make bookings at hotels based on what their friends say about the property rather than reliance on traditional marketing channels

In addition to the keynote presentations at the Conference there will be the opportunity for all delegates to engage in face-to-face networking at several functions. The Executive Breakfast will kick off the HOT09 Show with an exciting guest speaker from the Jumeirah Group of Hotels in Dubai. The very popular HOT Networking Dinner will end Day One with a fun Charity raffle for the Oncology Children’s Foundation. To ensure that all delegates are up to speed for the workshop sessions a Recovery Breakfast will kick off Day Two.

HOT 2009 brings together technology providers under one roof and provides an educational forum that addresses individual business needs. It is an event not to be missed. n

To attend the HOT09 Event visit the website www.hotechexpo.com.au or contact the organiser – On Targett Communications on (02) 9283 7441.

mo | Vol 10 No. 1 | 77

Training and accreditation— the key to clean safe and inviting pool waterBy DAVID CLOSE National Swimming Pool Institute

A beautiful sparkling clean pool. Nothing is more evocative of a relaxing and invigorating holiday

destination than a gorgeous pool, and there aren’t many guests who don’t dream about diving into the refreshing waters of a motel pool. But it can all go horribly wrong so very quickly if your staff or contractor isn’t appropriately trained, accredited or licensed.

Dull lifeless water is an unpleasant sight to greet any guest; it suggests that perhaps the premises aren’t well cleaned and maintained, that perhaps there is an attitude of carelessness when it comes to the guests’ wellbeing. And if the water or equipment is not well maintained, it isn’t just a cosmetic problem. Poorly maintained water and equipment can hide pathogens; bacteria, algae, parasites, fungus and viruses that may make swimmers sick, and in the extreme they may even kill.

Poorly maintained pool water and equipment are not only life threatening, they can be livelihood threatening too. Disgruntled guests are only a click away from damaging your motel’s reputation on internet sites or by contacting the media, potentially causing loss of income. One complaint to the state health department or local government body can bring about fines, immediate closure of your pool facilities, court cases, and in the worst case scenario even jail time.

But how do you know your pool water and equipment are being maintained to the standard required by your local council, state health department and Australian Standards? Do you know what regulatory requirements apply to public pools in your

area? Does your state or territory health department require your pool maintenance staff to be trained or accredited? Does the state government require any contractors maintaining pools to be licensed?

For example, the Victorian, New South Wales and Queensland state health departments regulating public health all strongly recommend that staff in charge of maintaining pool water and equipment

be adequately trained in pool water and equipment maintenance. They have all produced guidelines for public pool operation that include information regarding kinds and frequency of water tests required, water chemistry parameters, and the kinds and frequency of routine equipment maintenance. These guidelines can be used as evidence in a court of law if a case is brought against your motel.

In Queensland, the Queensland Council of Mayors and Local Government Association of Queensland has instituted the Toolbox Council Knowledge Network for South East Queensland local governments. In the information for pool operators, under qualifications, the information says “The operator and a sufficient number of staff have suitable qualifications for the operation of the pool facility and water quality. It is recommended that a nationally recognised training and assessment program be undertaken (ie National Swimming Pool Institute Accredited Specialist Training Program in Domestic/Commercial Pool Water Service).” http://www.lgtoolbox.qld.gov.au.

The National Swimming Pool Institute’s (NSPI) Accredited Specialist training is delivered by correspondence, so your staff can carry out their training in their own time at their own pace. If they have approximately two years experience or more, then they can apply of Recognition of Prior Learning, which recognises their skills and knowledge so they don’t have to undertake course work to gain their accreditation. If your staff are relatively new to the maintenance of pool water and equipment, then NSPI provides trainee guides and assessments that are written specifically for the pool industry in consultation with experienced industry practitioners, trade associations and regulators.

NSPI Accredited Specialists’ skills and knowledge are assessed by an impartial body to have the knowledge and skills required to maintain pool water and equipment. They are also assessed against Australian Standards, industry guidelines and regulatory guidelines to ensure that they are compliant with all the requirements to keep water healthy and safe for swimmers. The Accredited Specialist in Domestic/Commercial Pool Water Quality is ideal for staff carrying out routine pool water maintenance and conducting routine maintenance of pool equipment. NSPI Accredited Specialists also have to renew the accreditation every four years to show that they remain current with industry practice and continue their professional development.

NSPI also provides a Certificate III in Swimming Pool and Spa Water Maintenance Technology. This is a Nationally Recognised Training course under the Australian Qualifications Framework. It is a more comprehensive course that currently is above and beyond most health department or local government guidelines. NSPI’s Certificate III courses also require an onsite assessment to validate the correspondence training and assessment process.

Training and accreditation— the key to clean safe and inviting pool water

If you are using independent contractors to maintain your pool water and equipment, do you know if they have to be licensed under your state licensing requirements? In Queensland any maintenance technician carrying out works that includes “non-structural maintenance and general repair of swimming pools and spas; install[ing] pool accessories, including, for example, pool heating systems; or landscaping works associated with the maintenance and general repair of swimming pools and spas, including pool fencing and paving...” over the value of $1,100 must be licensed. If you knowingly employed an unlicensed contractor where a licence is required, it can be more trouble than it’s worth.

For more information about licensing for pool maintenance contractors: in Queensland you can contact the Queensland Building Services Authority on 1300 272 272, in New South Wales contact the Office of Fair Trading on 133 220, in the ACT contact the ACT Planning and Land Authority 02 6207 1923, in Victoria contact the Building Commission on 1300 360 380, in Tasmania contact Workplace Standards Tasmania on 1300 366 322, in South Australia Office of Consumer and Business Affairs 08 8204 9686, in Western Australia contact the Builders’ Registration Board 08 9476 1200 and in the Northern Territory contact the Building Practitioners Board 08 8999 8964.

Maintaining pool water and equipment to the appropriate standards is as essential as safe food handling and hygiene in guests’ bathrooms; it only takes one incident to cause real health problems for your guests. But a pool maintained by appropriately trained, accredited or licensed people can only enhance your motel’s reputation, and bring continued benefits to your bottom line. n

80 | Vol 10 No. 1 | mo

Keeping your pool clean and your cleaning equipment working can be a matter of simple preventative maintenance or taking a bit more care

when it comes time to purchase new equipment.

Selection of equipment does not always mean buy the most expensive but it usually means buy that that is best suited to your onsite requirements. This can mean as simple as do not get a robotic pool cleaner with an 18m long cable if you have a 25m swimming pool. Yes you can place the cleaner in the middle of the pool and have it reach both ends but the trouble with this is the person putting the cleaner in at night will change over time and such a simple thing if not passed on as part of the training instructions to the next tech can result in sand or leaf or other debris building up in areas not reached if the robotic cleaner is placed at one end of the swimming pool.

So what do you look for in a Robotic Pool Cleaner and how do you know which one is for your application? Size matters. Work out the longest run of the cable from the transformer/trolley from its normal sitting area to the furthest point away in the swimming pool. This will eliminate the machines with too little cable and if need be to much cable whilst you can keep the extra cable rolled up you do need to occasionally lay the cable out flat so that the memory and the twists are taken out. The cable length usually dictates the size of the body of the cleaner however you should also check the flow of the pumps in the Robot as this will affect the amount of water that is filtered as well as floor area cleaned per use.

If you have a swimming pool with a lot of sand in it then pick a robotic cleaner that has a high volume of water flow through the pumps and with a smaller body thus focusing the suction. You can get machines that climb the walls and others that stay on

Robotic Pool Cleaners

the bottom and while most times the wall climbing sounds the best there is not much dirt on the walls so look for a unit that only climbs the wall occasionally. If you have a lot of benches or swim out’s it may be better to go with the floor only unit but do make sure you get a cleaner that will back out of swim out’s or at the very least turn its self off to save the motors from burning out. On the matter of motors brushless motors will normally out last brush motors by a long way. Some cleaners have infrared systems which will sense walls and other obstacles in the pool and move around them.

There are a number of robotic pool cleaners out there with 3 or 4 cleaning programs and these will range form the length of time they will run 3 or 5 or even 7 hours, the speed at witch they travel (slower means a more concentrated clean with some makes), the surface area so that traction issues are addressed and even delayed starts so that debris can have time to drop from suspension and settle on the floor prior to the robot starting its cleaning cycle. Most commercial grade robotic pool cleaners come with a remote control and this can allow you to get around objects in swimming pool, fountains and water features if they are deep enough. Check to see if one has a better program for your swimming pool needs and if the remote would be of benefit. It may well be worth having a repair centre in town or at least in your state and check average down time for repairs because after the first 2 to 3 years the cleaners do need service and will need parts replacing. Ensuring you use a commercial grade cleaner will lower your maintenance costs and extend the life of your robotic pool cleaner.

Maintenance can play a big part in keeping your running costs down that is preventative maintenance. Make sure that the pool tech as a matter of habit checks to see if any band aids, chewing gum, or hair clips are caught in the tracts or rollers, all ways rinse the bags after use and regularly them in hot soapy water to remove body fats and check the motor blades for hair.

The other way to save money and time is to change from a suction mobile vacuum pool cleaner to the latest robotic manual vacuum. This means no more priming headaches as the robotic Power Vac is completely self contained with the filter pump and filter bag built directly into the body. All types of dirt and debris ranging from leaves to algae is trapped in the filter bag with filtering down to as fine as 2 microns and returning filtered water to the swimming pool as it cleans. This means a quicker job resulting in less down time for the pool and your pool operator and with a total weight of 12kgs urgent use can be handled by any available staff.

A robotic pool cleaner will always be cheaper than a strait manual system due to the labour content but the ongoing costs of the cleaners can be managed. n

PHILLIP GREEN Hi-Tech Pacific Australasia

The BodyGuard features:

• Automaticpumpshutoff,with manual reset.

• Adjustablevacuumsensor/settingtoallowfor different pump & plumbing pressures.

• RemoteControllerthatismountedaway from the Spa or Pool to protect againstunwantedadjustments(hashidden installers menu).

• SeparateLockingEmergencyPumpStop module with spa pump start timer/timeout button.

• Emergencybuttonhastoberesettoallowfor re-operation of spa pump.

• Adjustableoperationtimertolimitspaoperation times.

• AdjustableSpaTime-OutTimer-greatforresort applications.

• AudibleAlarmwhenvacuumtriphasactivated.

• Manualover-ridewithaudibleindicationofmanual selection.

• 240Vac50Hz• AustralianMadeandOwned

The Bodyguard can also be used with our newAnti-VortexDrainCover–Anti Hair Snare Plus. Anti Hair Snare Plus is a much safer solution than existing Safety Suction Covers, far reducing the chance of entrapment. In most applications the Anti Hair Snare Plus can be retrofitted to existing main drains to improve pool & spa safety. To meet current design rules they must be

installed in pairs to reduce the chance of entrapment, pump flow rates must also be taken into account. Although, correct plumbing of the pool or spa may still be required to meet standards.

Anti Hair Snare Plus features:

• HighFlowratecapacitywithwelldesignedcover to reduce the chance of body entrapment.

• Oneofthestrongestdesignsinthemarketto reduce the chance of breakage and entrapment due to a broken cover.

• AntiVortexdesigntoreducehairtwistingifit’s sucked into the inlet.

• Hairsheddingdesigntoassisthairremoval.

• Holessuctionsizeshavebeendesignedtopass finger probe tests.

For peace of mind have a qualified builder inspect your pool or spa installation to ensure that it meets current build/safety requirements. n

The Body Guard

The topic of drownings

due to pool and spa suction inlet entrapment is currently a hot topic within

industry of late. These unfortunate deaths bring the subject of pool and spa safety into much needed focus. Unbeknown to many Motel and Hotel owners their pools or spas may be plumbed incorrectly and are unsafe. A potential death trap and lawsuit waiting to happen!

Whilstnothingapartfrommajorreworktocorrect a faulty plumbed system is the only way to bring your pool or spa up to the safety levels required, Austrol Industries P/L has designed a system called The BodyGuard to reduce the risk of entrapment or drowning.

The BodyGuard can shut down the main pump immediately should a restriction occur in the suction line or the remote emergency stop button is pushed.

For more information on

The BodyGuard or

Anti Hair Snare Plus, please visit

www.austrol.com.au or call Austrol

on (02) 4935 2210 or alternatively email:

sales@austrol.com.au

82 | Vol 10 No. 1 | mo

Relaxing by the pool is a pre-requisite for many Australian holiday seekers. Being greeted by an oasis of green dirty water is not and can do more harm to

your business’s bottom line than having guests choose an alternative accommodation provider.

Aside from associated health risks for guests swimming in infected water, pool and spa areas left neglected can pose serious legal ramifications for hospitality clients for failing to fulfil their Duty of Care.

Engaging a professional pool and spa care expert takes away the stress of maintaining the health and quality of your pool and ensures you avoid time consuming, costly maintenance issues or worse.

PoolWerx, Australasia’s largest pool and spa maintenance network with over 250 territories operating across Australia and New Zealand, has over 10 years experience working with hospitality clients and understands the challenges faced by hoteliers, and the importance of an outstanding, consistent outcome.

PoolWerx technicians are experts in keeping pools and spas of any size sparkling, healthy, cost efficient and compliant all year round. PoolWerx technicians have a strong focus on complying with the State Health guidelines/legislation and assess, maintain and document all work undertaken.

PoolWerx is known for providing quality service to a diverse portfolio of corporate clientele across six key business areas including real estate, pool builders, strata management, hospitality, and insurance providers, institutions such as schools and gyms and retirement villages.

These strategic alliances are partnerships formed to deliver defined objectives in a timely and professional manner.

With PoolWerx you can feel safe in the knowledge that all potential risks have been taken care of, maintenance is up to date and the equipment and surrounds are in good order.

PoolWerx CEO John O’Brien said the company had worked hard to develop the offering of services and processes to meet the needs of the hospitality industries.

“We have built a strong set of offerings which set us apart from our competitors,” he said.

Let Poolwerx lead the way for poolside care

“Working with our corporate clients to develop a care plan that specifically meets their needs is crucial and we place a strong emphasis on the importance of good pool management planning, risk assessment and crisis management.”

PoolWerx corporate clients receive additional peace of mind with access to a 24/7 emergency hotline and professional problem solving and advisory service free of charge.

As your nominated pool and spa experts, PoolWerx can do as much or as little of the work as you require and provide training to in-house maintenance workers.

“There is often certain pool maintenance activities clients prefer to continue performing in-house,” Mr O’Brien said.

“Whichever option a client chooses, PoolWerx is able to accommodate the individual needs of our clients. Our team of technicians have the skills and knowledge to take on the job and devise a plan which suits their business perfectly.”

PoolWerx is about more than just servicing pools, spas and conducting inspections. The company’s full range of offerings, coupled with a reputation as a leader in pool health and safety means your business has access to the depth of PoolWerx’s experience, the expanse of an ever-growing franchise network, and credibility associated with the brand.

“Over the years we have built successful relationships with hundreds of agencies across Australia and New Zealand,” Mr O’Brien said.

“These relationships form an integral part of our business, as they translate into ongoing, year round corporate support. Our corporate relationships are mutually beneficial and in business those are the relationships that last.

“A partnership with PoolWerx means consistent and local service, backed by regional and national support.”

PoolWerx technicians are also equipped with the knowledge to manage and maintain other water structures including water features, fountains and waterfalls. These additional features of many pool and spa areas must comply with the same legal requirements.

PoolWerx can incorporate the maintenance of these areas in your tailored package.

To ensure your pool and spa area remains compliant, your PoolWerx technician will work with you to formulate a Pool Management and Crisis Management plan; perform regular, formal logging of management measures; perform a minimum daily test and treatment (up to hourly, dependant on load); provide adequate formal training; install appropriate signage and ensure equipment is deemed suitable to circumstances and bather load.

Starting with a complementary on-site visual inspection, your PoolWerx technician will tailor a solution, keeping your current resources and budget in mind.

Call 1800 009 000 to speak to your PoolWerx representative today to book your poolside appointment, or email service@poolwerx.com.au n

About PoolWerxJohn O’Brien’s experience in the franchising industry spans over 20 years and prior to establishing PoolWerx in 1990, he built six successful franchise systems.

PoolWerx is the largest mobile pool and spa maintenance network in the world. It is the only organisation within the pool services industry that is a Registered Training Organisation and has professional indemnity insurance, which is unique in the pool industry.

PoolWerx has grown to a network of over 250 territories comprising of retail outlets (hubs) and mobile vans across Australia and New Zealand backed by intensive franchisor support.

PoolWerx was listed in BRW’s “Fast Franchises” for 2009, including special recognition as the leading pacesetter for the year and listed as the “16th fastest growing franchise by revenue” and the “30th fastest growing by outlets” continuing the company’s consistent ranking since the list was introduced in 2004.

ADVERTORIAL

SPA – Luxury new amenities range Swisstrade has just launched an exciting new amenities range called “SPA”. SPA is specifically designed for the 3½ to 5 star motel, resort and serviced apartment sector.

SPA combines absolute 5 star presentation and luxury product quality with affordable prices. SPA reflects Australia’s unique turquoise-blue sky and oceans while offering the hotel guest a luxury spa experience in the bathroom.

This sophisticated range is recognizing the importance relaxation in these stressful times. Its mild and soothing ingredients are therefore formulated to help refresh and recharge body and mind. SPA is catering to the current Wellness and Spa trend in the hospitality industry. Its subtle and invigorating fragrances compliment the vibrant blue colour tones and help to relax and recharge while offering a gentle spa sensation. The contemporary presentation and up-market styling of the SPA range makes these products suitable for most quality motels and resorts.

This exclusive body care range is a well balanced composition of fresh aromatic notes that relax the mind, yet stimulate the skin. SPA hair care products are formulated to gently cleanse and restore the natural shine of the hair. The SPA skin care range will clean with a rich lather, maintaining the natural pH level of the skin. Further, all SPA accessories are packaged in beautifully presented chrome-colored packs in order to compliment the luxury presentation of this unique amenities range.

At Swisstrade we believe that your guests deserve superior products in the bathroom. We feel that the reputation of any motel or resort is influenced by the quality and presentation of products supplied in the bathroom. We therefore endeavor to assist you in pampering your guests in that area and making their stay an enjoyable and memorable one.

For further information call Swisstrade Pty Ltd on (02) 9979 1500, fax: (02) 9979 2555, email: info@swisstrade.com.au, or contact our distributor in your state.

Caretakers AustraliaCaretakers Australia was the brainchild of Tourism Industry legend, Cliodhna Rae. She had operated a successful recruitment company, Travel Locum, for over 20 years servicing the Tourism industry.

“Having worked so closely with the industry, Cliodhna recognised that Motel owners and managers worked the most extraordinary hours often working weeks or even months without taking a break”, recalls Caretakers Australia General Manager, Richard Kellaway. “It became very evident that one of the reasons that they never took time away, was that they didn’t have anyone competent to step into their businesses, and run it for them as they would, giving them the chance to recharge their batteries. This naturally led to burnout and fatigue and at the very least a diminishing level of customer service. And of course, it’s very hard to work ON the business, when constantly IN the business.”

So Caretakers Australia was born, nearly 15 years ago, and now provides a national relief management service to all sectors of the accommodation Industry, and has preferred relationships with the large motel groups. “They recognise that it is in their franchisees interests to use our service, to help maintain the value of their properties and ultimately, their brand”, Mr Kellaway said. The extension of the relief management service is that they also assist owners in recruiting permanent management staff for their properties. “We enjoy our close relationship with motel owners and operators and feel very strongly that we are helping to drive a greater level of professionalism in the industry through our services.”

www.caretakersaustralia.com.au

What’s hiding in your motel rooms?Make sure your motel is UrineFREE®!

However efficient your cleaning regime might be, can you really be sure that you have identified and removed all sources of stains and odours in your motel?

Urine odours & stains are not only unhygienic but also unpleasant for guests and staff alike. Urine odours can be one of the most offensive smells and can often lead to guest complaints that give a motel a bad reputation.

UrineFREE® offers a practical and environmentally friendly solution to this problem.

Whilst most proprietary brands of cleaning products simply contain a surface cleaning agent, temporarily masking the urine smell, UrineFREE® is a high quality bio-enzymatic product that tackles the source of the odour.

Whether the area affected is bathroom, bedding, carpets, upholstery or flooring, UrineFREE® is an all-in-one product that completely removes all (pet & human) urine odours and stains no matter how old and is a must for every hotel, motel & housekeeping cleaner.

mo Product News

mo | Vol 10 No. 1 | 83

With 20% more concentrate than other brands with the addition of extra urine eating bacteria for faster action, UrineFREE®’s works on the biological combination of urine – urea, urochrome and uric acid crystals. Most general cleaners merely remove the water soluble components of urine (urea and urochrome) but leave behind the non soluble uric acid crystals that retain the odour and stain. These crystals attach to surfaces and are very difficult to dislodge, providing a breeding ground for pathogenic bacteria. Any humidity or dampness will also trigger the dormant crystals bringing back the odour.

UrineFREE®’s formula of specifically selected enzymes and bacteria “eats up’’ the uric acid crystals whilst removing the urea and urochrome components, eliminating both the stain AND the odour.

While cleaning crews must dust, vacuum and disinfect daily, most motels say they only deep clean on average four times a year – unless stains are visible.

Many urine stains are invisible to the naked eye, yet certainly not to the nose. However, the source of the smell can often be difficult to trace. UrineFREE® Urine Detector solves this problem. Using LED light technology, similar to that used by Police Forensic Officers, the pocket size torch will fluoresce dried urine in a darkened room, making it easy to identify and treat the right area. Then, after treatment in accordance with the product directions, use UrineFREE® Urine Detector again to check if you’ve removed it all.

Ready for use and available in a range of bottle sizes, UrineFREE® is the only urine remover you’ll ever need.

For more information on UrineFREE®, to find a distributor or to purchase online visit: www.urinefree.com.au.

Tennant Company Wins Smart Watermark Approval for its ec-H2O™ Chemical-Free Cleaning Technology

Tennant Company (NYSE: TNC), a world leader in designing, manufacturing and marketing solutions that help create a cleaner, safer world, recently announced that its breakthrough ec-H2O™ technology has gained approval for the Smart Approved Watermark. ec-H2O converts plain tap water into a powerful cleaning agent without any added chemicals.

The Smart Approved Watermark (www.smartwatermark.info) Smart Approved WaterMark is Australia’s water saving labelling program for products and services that are helping to reduce outdoor water use. The Smart WaterMark is run by the Water Services Association of Australia, Irrigation Australia, the Nursery and Garden Industry Australia and the Australian Water Association with funding from the Australian Government’s Water Smart Australia programme through the Department of the Environment, Water, Heritage and the Arts.

Products are assessed by the scheme’s independent Technical Expert Panel. The Smart Approved WaterMark Technical Expert Panel has been set up to independently assess the applications of products and services wanting to receive Smart WaterMark accreditation. It comprises six members who are appointed by the Smart WaterMark Steering Committee and an independent Chair.

Marketing Manager, Elissa Dowler noted that “This is our second product to be accredited through the Smart Approved Watermark programme which shows our commitment to providing our customers with technical innovation and environmentally friendly products. Customers benefit from cost-savings and increased efficiency as well as conserving natural resources. It’s pleasing that Tennant’s focus on technical innovation and developing environmentally conscious solutions is recognised through the Smart Approved Watermark programme.”

The innovative technology that electrically converts water to perform like a powerful detergent offers customers the possibility to benefit from a sustainable cleaning solution while guaranteeing excellent performance and large efficiency increases. For more information about Tennant and ec-H20 visit www.tennantco.com

New Rubbermaid Premier food containersStore food safely and efficiently with Rubbermaid’s new Premier food containers. The durable polycarbonate material is designed to resist stains, odours and breakage and comes with a one year guarantee. Lids snap to base of container for space saving storage and also nest inside each other for maximum efficiency. The unique Flex & Seal ™ lids lock in freshness and are easy to seal and remove even straight from freezer! NSF certified and freezer, refrigerator and commercial dishwasher safe. For more information call 1800 003 178.

A New Direction for Australian Sleep Providers

INVESTING IN HEALTHCARE BEDDINGSealy HealthCare bedding is designed specifically to provide your guests with a higher level of hygiene. Costly surprise accidents do happen and management and staff are then faced with the major problem of having to clean a mattress in preparation for the next guest.

After researching the market and many discussions with property owners and managers, Sealy of Australia developed a HealthCare Range of bedding to set a standard of hygiene in the accommodation industry.

The priority in developing this range was to source a fabric which would not feel like plastic or vinyl, a fabric the guest could not detect but which would prevent any fluids penetrating the bed.

BENEFITS OF THE SEALY HEALTHCARE BED

• Undetectableonthemattress

• Impervioustoallfluids

• Heat/Coldcondensationresistant

• Flameretardant

• UltraFreshtreated

• Bacteriaresistant

• Abletobecleanedeasily

• Quicktodry

• Noisefree

• Permanentlyattachedtothemattress

• Costeffective

• Providesahigherlevelofhygiene

• ExclusivetoSealy

• Availableinthreemodels

• ThefirstHealthCarebeddevelopedinAustralia

Call Sealy’s Sales Centre direct on 1300 780 150.

84 | Vol 10 No. 1 | mo

STORE FOOD SAFELY AND EFFICIENTLY WITH PREMIER FOOD STORAGE

For more information please contactyour local state representative:

VIC/TASNSWQLD

SA/NT/WA

0400 570 778 (Kate)0417 516 214 (Anthony)0422 222 618 (Jan)0413 114 998 (Jason)

SPACE EFFICIENT STORAGE FOR SMALL INGREDIENTS AND SPICES!

Durable polycarbonate resists stains, odours and breakage

Lid is easy to remove and seals tight

Lid is included with the base

Lid snaps to base bottom for space saving storage

NSF Certified* and commercial dishwasher safe

Refrigerator and freezer safe

One year warranty

Lids snap to base and to other lidsfor easy storage

Bases and lids nest inside each otherfor maximum efficiency

* NSF restrictions for lid pertaining to some fatty food types. Visit www.nsf.org for further details.

Storage Solutions for Small Ingredients