Monthly Archives: January 2011

The truth about sick pillows exposed – at last

By: Tony Blanch

If your guests aren’t loving the pillows they sleep on, chances are their overnight stay at your property could be an unfortunate nightmare.

So many properties with varying star ratings seem to provide pillows that easily fail the all important comfort test. And it seems to be the old “fair enough is good enough” attitude that is the real hub of the problem.

Providing well below average or “sick” pillows to guests who need a great nights rest is not a smart way to make guests happy or  preferably even delighted.

So what are the most common and notorious problems with “sick” or below average pillows? Here are some of the really obvious ones that your guests will easily identify with :

1/  flat and uninviting pillows

2/ lumpy, tired pillows

3/ stained and soiled pillows

4/ dank pillows

5/ under filled pillows

6/ smelly or musky pillows

7/ prickly feather pillows

8/   germ ridden pillows

Thousands of guest beds nationwide suffer some or most likely all of the above “sick” list in pillows. And like anything that is sick, it needs to be corrected…. and pronto.  Failure to do so will result in many dissatisfied guests and a black mark against your property. Attention to detail to the comfort of a guest does not happen by accident. It requires , like all astute business decisions, proper research and a passionate attitude to ensuring the guest is as pampered and delighted as best possible. A delighted guest, corporate or otherwise, will bring to your property vital repeat business, positive word of mouth and a far greater sense of pride to you the owner / manager. It is such a competitive market, that these “little” things will mean very important and big results. Like making the guest feel great after a wonderful nights sleep.

So why are there so many “sick” pillows on so many beds ? The answer is simpler than you may think. Much has to do with why a pillow is virtually “sick” from the very moment it is comes off a mass  production line. Here are some of the insider tricks you may not be aware of . Using the cheapest poly fills for example will certainly create a pillow disaster. These sub standard fillings will compress quickly  and cannot be lofted again. Once flat, that’s that. The moment these pillow types are being used they are losing their loft. The same types of these poly fills can become lumpy and hard.  And typically, they don’t launder well, many getting trashed. Another “trick” is to deliberately  under fill pillows with the sole intent to make them dirt cheap for you to purchase. Sounds good so far. A really cheap , bargain basement priced pillow. But what if that very same “cheap” pillow was a beast for a guest to sleep on. Loses its shape and support quickly.. Has no redeeming features whatsoever. Is overdue to be replaced in next to no time. And it’s your money down the drain too. It’s costing your business dearly because your guest is coming in direct contact with this “sick” pillow and you have paid for this “privilege.”  And so this hopeless cycle goes on and on and on . This vicious cycle  needs to be smashed once and for all.

But wait, there’s more. You may perhaps think feather pillows are the answer. But if this was the case, why have feather pillow sales been in devastating free fall decline at retail shops for the past 10 years or so.  It’s very simply because people hate the feel of a prickly feather in their cheek or ear when “resting”. We also know as fact that feathers have a peculiar, unpleasant odour and are more likely to harbour dust mites and allergens. They don’t launder at all well either. Now that’s a “yukky” cocktail to avoid at all costs.  Feather pillows are from the dark ages and certainly have no benefits for your guests. Not to mention the poor birds that have been so poorly treated in the whole messy process.

Sounds all doom and gloom doesn’t it ? And it so easily can be. Except for the fact that there are a few outstanding, comfy pillows out there from reputable, passionate businesses who genuinely care as to how a guest sleeps and feels in the morning. They are experts in their field and have designed a top quality pillow to be an asset for a property and a delight to sleep on. Now take careful note of the following. Even highlight the next few sentences. Authentic or legitimate first class pillows will have all of the following key benefits : generously filled to be comfy and supportive with only high performance premium fibres , have a proven track record of guest satisfaction over a number of years with a number of first class properties, have taken the time to  thoroughly test their pillows to retain quality for at least 3 or more years guaranteed, will not go flat or lumpy , have been machine wash/ tumble dry tested , are odourless and hygienic and use superior casing fabrics and have been expertly sewn and finished. Here is a vital tip to assist you. Always ask your pillow supplier as to what guarantees are offered on their pillows and what tests have been undertaken for their pillows to perform. And importantly what the guaranteed filling weight is in grams. It is a fact that there is up to a staggering 40% variation in filling weight between authentic premium quality pillows and the “sick” cheap types . Don’t fall for this trap or you will be wasting your money  unnecessarily. Any pillow with 600g or less is risky based on my observations over many years. Ideally, a pillow of 900 to 1,000grams of premium filling will offer superior comfort and support  Take your time to research some pillow options and ask these key questions just mentioned. Only purchase your all important pillows once you feel confident to do so.  If in any doubt, go through the checklist again.

The simple,  humble pillow. Get it right, and your guests will most likely be truly delighted and contented with their stay. Continue on with those “sick” pillows from hell, and your guests may never been seen again. Remove that risk out of your business once and for all  and it’s blue skies and happy days for all to enjoy.

It might now just be the perfect time to take a very close and honest look at the pillows awaiting your guests at your property . Be brutally frank with your findings. Do your pillows fall more likely in the “sick?” list  mentioned above ?  If so, start your campaign to rid these pillows from your rooms forever and replace with authentic, quality pillows. It really will be one of the very best decisions you have ever made to content your guests while they enjoy their sleep…..zzzzzz

For more information contact Tony Blanch, Tony has 30 years expertise in textiles and premium bedding design -Email : wayahed@tpg.com.au

Housekeeping and Maintenance of Good Environmental Practices

By: Dr Trevor Thornton

The community is becoming increasingly aware and concerned over issues such as waste generation, greenhouse gas emissions, energy efficiency, water conservation and resource depletion.  As a result many industries and businesses have started to assess how their activities affect the environment.  In response to these issues as well as pressure brought by the wider community, many businesses are examining what they do and produce, responding with “greener” products and using “greener” processes.

In September 2008, we used the total quantity of resources that we should have consumed in the full year.  This means that we are continuing to use resources at a far quicker rate than we should.  In 2008, this occurred a week earlier than in 2007 – how much quicker will we continue to use resources and pollute the planet in 2009?

The question is why?  Given the many messages about the need to conserve resources, reduce water consumption and greenhouse gas emissions and care for the wider environment, why are we seemingly failing to heed the call for action by each and all of us?

Is it due to the fact that we find it difficult to relate actions and potential outcomes with achieving realistic gains in environmental performance?  If this is so, why do other messages about behaviour change work and environmental ones don’t?

Hotels are one sector, like many others that impact on the environment.  However, unlike a manufacturing company that can simply change raw materials or processes, hotels can’t.  They need to continue to provide the services that guests want.

And this is also where the answer lies.  Many interviews with hotel management indicate that there is a reluctance to change services as the guests may not respond favourably.  Yet, interviews with the wider community suggest that they are in fact looking for, and are sometimes even willing to pay a little more, services that are better for the environment.

This suggests that hotels apart from the benefits to themselves from reducing environmental impacts, should seriously consider implementing options as guests are starting to question why such options are not being introduced.  Quite simply, why when the guest goes to a park there are recycling systems similar to what they have at home, but in the hotel there generally is not.

Someone once said that sustainability is “the slipperiest piece of soap in the shower”.  How appropriate for the housekeeping fraternity.  But what does it mean.  Probably, that no matter what you do, do you ever actually catch the soap and say that you have a sustainable organisation.  Being an environmentally responsible organisation such as a hotel is not easy.  However though, the rewards are great – not only environmentally, but often also economically.

It is important to have good information and data on what is being disposed of in the waste stream so you can make decisions on what actions are needed to reduce wastes, but also ensure that you continue to provide quality services to your guests.  After all, no point in placing an assortment of containers in the guests room for all manner of recyclables if none of them are being generated.

Audits of waste streams from hotels have provided some interesting insights.  In a Sydney hotel, the following was found in the general waste stream:

• 43% by volume of the general waste was recyclable materials.
• Of the total waste generated: 47% of cardboard, 89% of glass, approximately 100 toilet rolls that had at least ½ of the paper remaining,  2 dozen tissue boxes that had at least 2/3 remaining, linen equivalent to 7 hotel rooms (all in excellent condition), had been placed in this stream from the housekeeping department.

What this shows amongst other things, is that the housekeeping department is a major contributor to the waste stream and by implementing better systems, there can be greater diversion of materials to recycling – this is a much better approach than in sending them to landfill.

While detailed audits are complex, there are other approaches.  Conducting regularly scheduled waste assessments (or visual inspections), of the waste streams as well as actually measuring the total amount generated, strategies can be developed based on this information.  Just as importantly, by ensuring staff are aware of what to measure and how, these waste assessments can be conducted regularly for all areas of the hotel, nit just housekeeping.

While the waste assessment will provide relatively accurate data on the types of wastes being generated and how they are being managed, it won’t give detail as to why.  For the answer to the “why”, you will need to conduct what is called a “site analysis”.

This is a review of waste management procedures throughout the hotel.  It would be expected that the site analysis would identify whether placement of waste containers is satisfactory, are there signs instructing guests/staff where to deposit different types of waste, are there any potential hazards, are there containers for recyclables etc.  In short, this process is trying to answer “why are materials going into the waste stream and what systems would ensure that these materials are recycled”.

Of course the preferred approach is in avoiding waste generation in the first instance.  If the waste assessment reveals that there is a significant quantity of unread newspapers going into the general waste, don’t just think recycling is the answer.  Question why there are so many, how many does the hotel purchase each day, survey over a month to see if you can actually reduce the volume without detracting from guest needs – this is the preferred approach.

As indicated, data guides the decision making process.  However, it is important to ensure that careful analysis is undertaken of options to ensure the best one is chosen.  In conducting your evaluation of waste minimisation potential, the following questions can be asked:

• what wastes can be reduced at source
• do purchasing policies incorporate waste minimisation principles
• can wastes that cannot be reduced, be recycled
• are the necessary resources for reducing or recycling wastes available
• do employees want to participate
• is management committed

The most promising options should then be subjected to a feasibility study, during which:

• technical viability
• cost effectiveness
• environmental applications
• occupational health and safety requirements
• ease of implementation
• are evaluated and compared with current practices and products.

The analysis should consider the following criteria.

• economic
• technical
• environmental impacts
• occupational health and safety
• legislative/regulatory
• social

It is not sufficient to conduct a superficial analysis of alternatives regarding whether one is cheaper and appears to be better for the environment than the other.  Often you may find that once you have factored in waste disposal costs one alternative that may on purchase price seem cheaper actually works out to be more expensive.

Don’t forget about hotel purchasing policies.  Buying in bulk may look good, but not is stock goes out of date.  What packaging are the products wrapped in – are they recyclable or do they need disposing of in the general waste.  The latter is an additional cost the hotel has to pay.

Education of staff is another critical aspect for the development of environmental strategies.  In terms of waste minimisation/management a permanent change in the manner in which people approach their work is required so that they consider not only the effective management of waste, but to use items for the overall, long term benefits for the environment and wider community.  For example, will their actions contribute to the larger environmental problems, such as the greenhouse effect?  Instituting procedures for “waste awareness” and employee training are two possible methods for achieving waste minimisation.

Staff do need to gain appropriate knowledge and skills and evaluate their attitudes to the various work practices that lead to the generation of waste if waste minimisation is to succeed.

Ecological sustainable development recognises that if improvements are to be made by any organisation, then they must also be compatible with business objectives.  After all, there can be many environmental strategies implemented, but if they result in a reduction of the business to operate and/or even grow, then it is questionable as to why implement them in the first instance.

Strategies to improve environmental performance must be individual to the organisation and include a proper and detailed process to identify all environmental impacts, analysis of options to reduce those impacts and implementation of the selected options coupled with a staff education program.  Having this can make a big difference.

For more information contact Dr. Trevor Thornton, Waste Audit and Consultancy Services on trevor.thornton@deakin.edu.au