Task 2

1. Discuss the critical aspects of planning and managing the above areas. What needs to be
considered critically, in planning for each area; and in managing each area?

Waste Management

Hotels generate large volumes of solid and hazardous waste. By proactively managing these
wastes, a hotel can reduce operating costs, preserve local nature attractions such as coral reefs
and beaches, and reduce odors and pest infestations [2]. Strategies to manage the waste in hotel
are as follows

Prevention is the best and most preferred strategy. It is the most cost effective, as no waste
means no cost is involved in its management.

Minimization the generation of waste is the first option that should be considered, refers to the
prevention of wastes from arising and optimizing material usage. This approach promotes the
efficient use of resources and minimizes the volume of waste material that must be handled by
employees and hauled away from the resort’s property. Responsibility for the minimization of
waste generation generally lies with management, who decides what is brought into the property
and, thereby, determines what eventually leaves the property as waste.

Reuse refers to the process of using existing material instead of disposing this material to
landfill. Whenever possible, the Safari resort should reuse items in their original form for the
same or a different purpose rather than discarding them. If an item cannot be reused on site, the
resort operator should investigate the possibility of selling it or donating it to employees,
charitable organizations[1], schools, businesses or other interested parties.

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Recycling is considered when reuse can no longer be carried out. Recycling refers to the
collection of the recyclable waste streams that can be reused on site. The important step to ensure
effective recycling practices is onsite waste segregation. This is the least favorable of the three
waste management options and should be considered only if the reduce and reuse options are not
applicable to specific waste streams. Encourages the separation at source of recyclable material
from the general waste stream (waste separation at source is proposed, as the quality of
recyclable materials is higher when separated there and not when mixed with other waste). It is
also the waste management option that is most difficult to implement[3].

Energy Recovery can be a viable option after reduction; reuse and recycling have been fully
explored and generally is the final step in the exploitation of maximum benefits from waste. It
can for example involve the incineration of waste (under strictly controlled conditions and
licensing) and the recovery of the latent heat energy of the materials. The heat energy can then be
converted into power to be used commercially or domestically.

Disposal is the last and least preferred strategy option. There is always some residual material
left over as waste. This is the case even after undergoing the preferred options in the solid waste
management hierarchy [4]. The left over waste occasionally requires treatment prior to disposal
to safe guard against environmental risks, pest problems, social, health, and safety issues.

Use of Technology

As technology continues to evolve, consumers expect companies across all industries to create
and deliver a relevant and personalized experience. Technology developments will continue to
evolve away from mass marketing and products and in the direction of personalization and
individual choice. Already [2], today’s guests have high expectations for bandwidth access,
television technology and tablet devices. Based on our experience in the lodging industry,
Accenture sees growing expectations from guests in the following technology-enabled areas: An
integrated, full self-service website that serves as a direct portal for the guest.

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Technology Mission Statement provides a great insight into the aspirations of these famous
computer based companies, businesses and corporations. These examples and samples of
Technology Mission Statements demonstrate that they are generally short, clear, vivid, inspiring
and concise without using company or corporate jargon, complicated words or concepts. A
Mission Statement is a sentence or short paragraph which is written by a company or business
which reflects its core purpose[5], identity, values and principle business aims. The most
successful Technology Mission Statements are powerful, compelling and inspire confidence. A
combination of both a business mission and a business vision of the future may be included in
our selection of Technology Mission Statements.

Technology Mission Statements

Many successful computer based companies, corporations and organizations combine both their
present accomplishments, which would typically be found in a Company Mission statement,
together with their future aspirations in just one statement. A hybrid version of both a Company
Mission and Company Vision statement[4]. There are no rules, the choice is down to the
company who decide what they are trying to achieve and who will be reading the statement.

Importance of these Technology Mission Statements

 The importance of a Technology Mission Statements should not be underestimated. One

good paragraph will describe the values, services and vision for the future of these
company based companies.

 Consumers go to the Web for all aspects of commerce and communication. Accordingly,
they expect lodging companies to offer websites (in the local language) that allow them
to make and modify reservations[3]; book on-property or near-property services such as
spa appointments, entertainment and dining/room service; facilitate purchase of amenities
or merchandise; and print or e-mail copies of bills.

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Check-in solutions
Hoteliers are looking at new and innovative ways to allow guests to check in without going to
the front desk. Potential solutions include mobile check in and digital near-field communication
key distribution.

Connectivity
A recent study by Hotelier Middle East reveals that too many guests, a good internet connection
is more important than breakfast. Just as hoteliers thought they had made the appropriate
investments in guest room Wi-Fi networks, the rise in popularity of the iPad and other tablets has
placed huge demands on these networks.

In-room/on-site tablets
The use of tablets by guests and staff alike holds enormous potential for interacting with hotel
guests in a variety of full-service and self-service applications, empowering guests while
reducing the hotel’s operating costs[5]. Tablets in rooms, lobbies, and throughout a property that
are pre-loaded with guest-facing applications can be used to enhance food and beverage
presentation and ordering for rooms, restaurants and bar, as well as for hotel amenities and
services.

They can also be used for reconciling guest accounts and streamlining account management.
Guest facing applications, which typically integrate directly to the hotel’s property management
system (PMS) and/or property website, form the basis of a data warehouse of aggregated
information ripe for data mining[4]. Such factors as guest preferences, purchasing habits and
service requests can be tracked and analyzed. The hotel industry has been a leader in the many
possibilities of tablets, and that trend will only continue to skyrocket

In-room interactive entertainment centers/Internet via TV

Standard room televisions are being transformed into fully connected interactive entertainment
centers and virtual concierges. Guests can use their TVs to access a range of offerings, including
interactive entertainment, hotel services, local information and features that go beyond what

4
guests expect today. The technology holds the potential to enable guests to stream a movie from
their Netflix accounts, place a room service order or housekeeping request, book a local tour and
browse the Internet to visit popular sites, manage and print documents, among other options.
Properties can also use them to welcome guests with a personalized greeting and mood-setting
music. Meeting and group planners will also be able to use the service.

These and other technologies are what will enable hotels to differentiate themselves, strengthen
guest relationships and generate new revenue streams. Technology will redefine the guest
experience in terms of how hoteliers and guests communicate with each other, how guests
manage their[5] on-property experiences, and how hoteliers promote new and ancillary products
and services to generate new revenue streams and more revenue per room.

Operational constraints

Hotels, like other business entities, are subject to a large and continually changing body of law.
However, because lodging facilities are complicated systems, the laws affecting them are more
numerous and complex than those affecting most other types of businesses.

Because not complying with laws can result in fines, lawsuits, and even imprisonment, it is
important that managers be familiar with the many legal dangers to which hotels are subject[4].
This does not mean they have to be lawyers, but managers should have enough legal knowledge
to be aware of strategies that minimize the property’s exposure to potential litigation and to train
employees to minimize risks in their departments.

Health and safety

Important safety and health issues in the Accommodations section

 Musculoskeletal disorders from bending, pushing carts, and making beds
 Traumatic injuries from slips, trips, and falls
 Respiratory illnesses from cleaning products that contain substances such as irritant
aerosols and bleaching agents

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  Skin reactions from detergents and latex
 Infectious diseases from agents such as biological waste (e.g. feces and vomit) and blood
borne pathogens found on broken glass and uncapped needles

Ways to improve safety and health among hotel accommodation staffs

1
 Identify and evaluate hazards and adopt interventions to prevent work-related injuries and
illnesses in the hotel environment
 Evaluate the quality and ensure maintenance of equipment used in hotel cleaning
operations
 Encourage the use of ergonomic carts and vacuum cleaners, and long-handled tools like
mops and scrub brushes[3]; and inform suppliers about the best equipment for cleaners
 Conduct research on what guests can do to improve the work environment for room
cleaners.

 Partner with OSHA, NIOSH, labor, and others to study why disparities exist in injury
rates among room cleaners and what remedies are effective, and to quickly implement
available remedies.

 OSHA

The use of store hazardous substances at your worksite, you face an increased risk of an
emergency involving hazardous materials and should address this possibility in your emergency
action plan. OSHA’s Hazard Communication Standard (29 CFR 1910.1200) requires employers
who use hazardous chemicals to inventory them, keep the manufacturer-supplied Material Safety
Data Sheets (MSDSs) for them in a place accessible to workers, label containers of these
chemicals with their hazards, and train employees in ways to protect themselves against those
hazards[7].

Consult with health and safety professionals before making any purchases. Respirators selected
should be appropriate to the hazards in your workplace, meet OSHA standards criteria, and be
certified by the National Institute for Occupational Safety and Health.

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  NIOSH
The Operations that take place in permit-required confined spaces, you may want your
emergency action plan to include rescue procedures that specifically address entry into each
confined space. The National Institute for Occupational Safety and Health (NIOSH)
Publication 80-106, Criteria for a Recommended Standard...Working in Confined Spaces.

 Lead a work group to address priority issues related to a strategic goal to help inform em-
ployers and policy makers about hazards and interventions

 Assist in the design of an effective system to track occupational injuries and illnesses in
the hotel/motel industry

 Represent a partner organization to work on a goal implementation plan

Consumer and building regulations

The Building should be constructed according to LEED (Leadership in Energy and

Environmental Design)

How does LEED work?

LEED is a point based system where projects earn LEED points for satisfying specific green
building criteria. Within each of the six LEED credit categories, projects must satisfy particular
prerequisites and earn points[9]. The six categories include Sustainable Sites, Water Efficiency, Energy
& Atmosphere, Materials & Resources, Indoor Environmental Quality and Innovation in Design (projects
can earn ID points for green building innovations). The number of points the project earns determines
the level of LEED Certification the project receives. LEED certification is available in four progressive
levels as shown in the table below

LEED Certification type Min-Max points necessary

Certified 26-32 points

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Silver 33-38 points

Gold 39-51 points

Platinum 52-69 points

In order to obtain the LEED certification for the constructed building (Hotel) it must fulfill the
requested points as mentioned above.

LEED Standards in Sri Lanka

Sustainable Design Consortium (SDC) offers consulting services in LEED (Leadership in

Energy and Environmental Design) and also in the design/build of sustainable green buildings
both commercial and environmentally friendly residences[8]. Besides incorporating
sustainability in our design/build processes we also guarantee best practices in quality assurance.

 SDC will act as the main contact between project, project personnel and USGBC; hence our
panel of LEED certified experts' goal is to make clients aware of LEED processes to ensure
the smooth running and success of relevant projects start to finish:
 Feasibility standards on pre-project status in order to be approved for LEED Certification
 Required advice and training for contractors and relevant project personnel to facilitate
Certification processes.
 Providing information and required support and assistance throughout the entire LEED
project and post-project durations.
These consulting services comprise of the following practice(s): collaborating directly with
building owners, engineers[10], developers and architects of both commercial and
environmentally friendly living and facilities.

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2. What are the key operational issues affecting the effective management
and business performance of the above areas? Analyse the operational
issues of each area
 Waste Management Operational Issues
Disposal Requirements

 Hotel needs to have a cost-efficient, reliable and environmentally sound means of

disposing of large capacity

 The hotel needs to have a cost-efficient[8], reliable and environmentally sound means of
disposing of several tons of sewage sludge generated annually

 The Hotel needs capacity to place approximately 50 to 75 tons of dredged material per
year

Capacity Needs

 Sri Lanka landfill is reaching permitted capacity[5]. Without the requested expansion,
city development authority claims the landfill will reach capacity at current fill rates in
2014
Technology Issues

Protecting data security and privacy represented the most important issue related to installing
new technologies, followed by interfacing with existing systems, low return of investment of IT
and integration of property/central systems. Important issues listed by hoteliers included:
maintenance[11], consistency of High Speed Internet Access (HSIA) in rural or coastal areas,
size of the broadband, and the expense of adding technology.

Data Security and Privacy

With data protection and privacy identified as the most important issue, anti-virus security
systems represented the most frequently used security system, followed by hardware firewalls,
software firewalls, physical, and encrypted log-in security systems[9]. When comparing hotels
with their own IT departments to those without, it was found that those with IT departments were
9
more likely to use a wide array of information systems security systems, including: hardware and
software firewalls, physical security, encrypted log-ins, file encryption, vulnerability assessment
scans, intrusion detection systems, and digital ID servers.

Health and Safety Issues

Management Commitment

Effective risk management starts with a commitment to health and safety from those who operate
and manage the business or undertaking. They need the involvement and cooperation of their
workers, and if they show their workers that they are serious about health and safety they are
more likely to follow their lead[10]. To demonstrate their commitment, they should:
 Get involved in health and safety issues
 Invest time and money in health and safety
 Ensure health and safety responsibilities are clearly understood.
Hotels safety guidelines

This section in particular requires consultation between the employer and the committee with a new
method to initiating, developing, promoting, maintaining and reviewing measures to ensure health and
safety. If you have only one representative[12] he/she should then report directly to the Chief Executive
Officer. Two or more representatives require the establishment of a health and safety committee.

Employer’s duties

The employer must decide on the number of health and safety committee members; the number of
employer nominees (managers) may not exceed the number of health and safety representative. The
employer must consult with the committee with a view to initiating, developing, promoting, maintaining
and reviewing measures to ensure the health and safety of his employees at work.

Labor Safety guidelines

 The labor standards and employment relations in the enterprises will be governed by the
following policies and principles:
 Respecting the right of the workers to form and join trade unions of their own choosing.

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 Affording protection to workers' representatives and trade union officers against any act
prejudicial to them, including dismissal based on their status or activities as workers'
representatives.
 Eliminating forced or compulsory labour.
 Abolishing child labour.
 Formulating effective communication policy within the workplace to promote rapid
dissemination and exchange of information relating to various aspects of the undertaking and
to the social conditions of the workers.

Top level management are involved and committed

Managers need to understand their responsibilities under health and safety legislation and be
aware of the hazards specific to their organization. Management must be committed to and held
accountable for providing a healthy and safe workplace[13].

Issues in operational Constraints

Firstly, the problem may occur due to internet factors. The hotel cleaners are not experts from
hotel industry or foreign workers so that they are not trained with sufficient room cleaning skills
and knowledge. Hotel gives a proper training[11] program to housekeepers to enhance their
cleaning skills (Kappa, 2008). According to Smith (1776), division a labor represents the
specialization for a staff to have a qualitative increase in productivity.

Hence, they are motivated and empowered to responsible for a burden and be a professional
housekeeper. Mayo (1930) also stated that work satisfaction depends on the large extend on the
work motivation and work condition[12]. Therefore, training program is provided to help
housekeeper work with entire organization throughout the company and motivated to increase
work satisfaction in order to impress a good experience for guest.

Moreover, there may not consistency of standard operating procedure (SOP) policy in hotel. The
purpose of SOP is for housekeepers to access and understand the policies and agreements of their
task to enhance the effective and efficiency to meet the satisfaction of guests. According to

11
Taylor (1911), SOP help the staff designate the orderly assigned task towards best work methods
and maximize productivity.

At the same time room attendance may not focus on their cleaning processes, while supervisors
will not inspect the rooms properly after room attendances done their cleaning task. Referring to
the communication theory (2011), an important activity of communication to active in life or in
organization is social activity[13]. Supervisors have to work closely with room attendances
towards the high quality, effective and efficiency of service and the satisfaction of guest. Thus,
supervisors must have good interaction and communication with room attendants once find out
the failures of cleaning task and command room attendances to fulfill the task.

Consumer and Building Issues

There are several issues occur when get certified with LEED

Large number of LEED projects are frequently abandoned or halted before LEED certification is
awarded. This is due to increased construction and administrative costs that are difficult to
quantify but may discourage potential contractors and building commissioners from
implementing the changes needed to obtain LEED certification[11].

There are primarily costs for installing and/or constructing the items necessary to gain LEED
points towards certification. Because the LEED system is a point-based system, these can be a
variety of different materials or installations, ranging from types of paint and insulation to
different methods of deriving on-site energy (such as solar panels). One study estimates these
costs to add anywhere between 2-6% to the[11] initial construction cost of buildings.

As mentioned before, LEED buildings sell at a premium that may more than compensate for
these expenses. However, this is only part of the actual cost of obtaining LEED certification.
The less quantifiable costs come from increased administrative challenges. These can be
categorized into commissioning, documentation/administrative tasks and energy modeling and
design. One study estimates that energy modeling is not a very significant cost (about 0.1%
increase in construction costs), but that the other three categories may increase construction costs
by 3-5%.

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GREEN BUILDING GOUNCIL OF SRI LANKA (GBCSL)

The concept of "Green Buildings' aims at increasing the efficiency with which buildings use
resources such as energy, water and materials while reducing the impact of buildings on human
health and its surrounding[10] the moment using its lifecycle, trough operation, maintenance and
removal and recycling of waste.

Green Globe Standards

The Green Globe Standard is a structured assessment of the sustainability performance of travel
and tourism businesses and their supply chain partners. Businesses can monitor improvements
and document achievements leading to certification of their enterprises’ sustainable operation
and management.

The Green Globe Standards is a collection of 337 compliance indicators applied to 41 individual
sustainability criteria. The applicable indicators vary by type of certification, geographical area
as well as local factors. The Green Globe Standard is reviewed and updated twice per calendar
year[8].

Earth check standards

Spas are indisputably kind to the body, but whether they are kind to the environment is a much
talked-about topic in the spa industry globally. And it is a question that cannot be ignored given
the exponential growth in the spa industry in the past 15 years, a growth that shows no sign of
abating.

These days a spa is to top-end hotel/resort development what a swimming pool was in the 80's
and fitness centre in the 90's an essential and expected service offering. Earth Check is the only
international benchmarking and certification program designed specifically for the travel and
tourism[11] industry. Their benchmarking criteria are based on the Agenda 21 principles for
Sustainable Development endorsed by the United Nations at the Rio De Janeiro Earth Summit in
1992.

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ISO 14000 Standards

Environmental concerns have been increasing in the travel industry. However, most hotels are
unwilling to develop an international environmental management system (EMS) probably due to
a lack of resources and knowledge.

In order to encourage more organizations to take part in the EMS, three cases adopting
international[12] EMS are investigated to ascertain the ways to support the formation of EMS.
Based on their experience, hoteliers are encouraged to team up with green members to apply for
research funding for the investigation and implementation of EMS. Also, “energy performance
contracting” methods to finance environmental improvement projects in hotels were also
discussed.

References

[1] (1992) Design for Access and Mobility Part 2, Enhanced and Additional Requirements
edition., Buildings and Facilities, Sydney: .

[2] (1998) Office of Housing , Housing Standards Policy Manual Community Residential Unit
Standards edition., Department of Human Services, Melbourne: .

[3] (2001) Design for Access and Mobility Part 1, General Requirements for Access edition.,
New Building Work, Sydney: .

[4] (2002) Designing Workplaces for Safer Handling of Patients/Residents, Work Safe Victoria
edition., Victorian Work Cover Authority, Melbourne: .

[5] (2002-2012) Victorian State Disability Plan, Disability Services Division 2002 edition.,
Department of Human Services, Melbourne: .

14
[6] (September 2001) Building Commission Victoria 2002,Welcome Design Ideas for Accessible
Homes, Capital Development Guidelines Series 7 edition., Department of Human Services,
Melbourne: .

[7] Forbes, C.F. and W. Ebeling (1987) Use of heat for elimination of structural pests, IPM
Practitioner. 9(8): 1-5 edition., : .

[8] Getty, G.M., R.L. Taylor and V.R. Lewis (2008) Hothouse. Pest Control Technol, 36(2): 96-
100 edition.

[9] Harned, R.W. and H.W. Allen (1925) Controlling bedbugs in steam-heated rooms, J. Econ.
Entomol.18: 320-30 edition.

[11] Krause N, Scherzer T, Rugulies R (2005) Physical workload, work intensification, and
prevalence of pain in low wage workers, results from a participatory research project with hotel
room cleaners in Las Vegas. Am J Ind Med 48(5):326–337 editions.

[12] Mallis, A (1945) Bed bugs and other bugs, Handbook of Pest Control, Mac Nair-Dorland
Company, New York:

[13] Rutes, W., Penner, R., & Adams, L. (2001) Hotel Planning, Design and Development,
W.W. Norton: New York:

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