Day 1
Tools and techniques for sustainable
practices in the tourism sectors: a
people-centred approach
© International Labour Organization
Overview
1) Greener services and workplaces: why it matters to
today’s and tomorrow tourism industries
2) Identifying hot spots and points of improvement in
your enterprise
3) Going greener: examples of good practices from
different hotel areas
4) Staff participation for greener services and workplaces
5) Guest engagement and green service design
6) Waste management
Going green
Why does it matter?
© International Labour Organization
Tourism and the Local Environment
WHY DO TOURISTS
COME TO
Puerto
Vallarta?
The natural environment – a
key asset for the tourism
industry
• Nature-based attractions
• A free & unique competitive
edge for the destination
© International Labour Organization
Are we managing well this key asset?
EXAMPLES
OF IMPACTS OF UNSUSTAINABLE
HOTEL OPERATIONS
• Contamination of water and marine areas
• Loss in biodiversity
• Solid waste management
WHAT
WILL
ATTRACT
THEM
?
© International Labour Organization
Changing visitors demands
They
plan to make more
eco-friendly choices
in the next
12
MONTHS
According to
Survey 2012
(Kelly Bricker)
NEW TRENDS AND MARKET OPPORTUNITIES RELATED
TO ENVIRONMENTAL QUALITY:
Eco-tourism, and not only:
Adventure,
Gastronomy/slow food,
Wellness
© International Labour Organization
Day 1
Using Resources –
Energy Consumption: Environmental & Economic Costs
$
The accommodation sector
contributes 20% to the
overall tourism-related
carbon dioxide (CO2)
emissions, the major factor
behind climate change.
In Phuket, Thailand,
electricity costs are 11% of
total operating costs, the
2nd largest operating cost
for hotels.
Most CO2 emissions from
the sector are linked to
energy consumption.
© International Labour Organization
Going
Greener: Grasping opportunities & addressing risks
•
•
•
•
•
Cost savings thanks to better resource efficiency
Unique service offerings valuing the local environment and local products
Increased staff commitment translates into loyalty and attraction of talent
Responding to customer expectations and managing reputational risks
Business lasting success thanks to the conservation of tourism attractions
and key assets
© International Labour Organization
Greener services and workplaces
Maximum
OUT
Minimum IN
Quality jobs
+
Happy guests
Greener
Hotels
Delivering quality services
to guests and providing
quality jobs while using
resources in the most
efficient way and having
the minimum negative
impact on the environment
+
MINIMUM
+
Day 1
Hotel improvement: Towards greener
processes and workplaces
Greener Processes & Workplaces by
Modifying ways of
working
Modifying/replacing
equipment
e.g. work practices, habits,
procedures
© International Labour Organization
Going greener: A People-Centred Approach
PRINCIPLES
- Based on worker-manager
cooperation
- Self-driven
- Leverages in-house insights
- Continual improvement
FOCUS
- Tools for identifying
hotspots and points of
improvement
- Tools for devising solutions
- Practical knowledge and
tips
Assumes respect for applicable environmental and labour laws &
regulations
© International Labour Organization
Improvements & cost-savings are within reach:
examples from
, Thailand
Innovative
Strategies for
Guest
Engagement:
Staff engagement &
process control
measures:
Food
Waste
Audit:
Laundry costs:
Down by 18% over
10,000 USD savings
per year
Reduction in water &
chemicals use
30% Energy Savings.
42% Reduction in
Food Waste
© International Labour Organization
Where do we start?
Quick participatory assessments.
© International Labour Organization
Get a quick overview of hotspots,
problem areas & potential entry
points for improvement
using
the ECOMAP tool
© International Labour Organization
Tools
Eco-Maps
Eco-maps are a tool for the visualization and
identification of problems and entry points for
improvement in your workplace.
They are used in a group setting and they help to get
insights from people with different roles and
backgrounds.
© International Labour Organization
Tools
Eco-Maps: How?
How to do it?
1. Choose problem area/theme to address (i.e. energy, water, waste,
occupational health and safety,…)
2. Draw crude outline of workplace area on paper with key functions,
machinery and facilities.
3. Decide your own symbols, i.e. Star = big problems, square =medium
problem, round dot = small problem
4. Put one transparent sheet on top of your drawing – (if you don’t have a
transparent sheet, draw directly on the map)
5. Look at the outline, think about problems in respective locations and mark
them on the transparency using the symbols you chose
(You can replace the used sheet with a new transparent & follow procedure for
a new problem area/theme).
After selecting the problems you want to address, you can start analyzing their
causes, and finding solutions, for example using the Fishbone diagram
© International Labour Organization
Tools
Eco-Maps Example:
Energy Eco-Map Of An Office
Developing an energy Eco-map
• Lights on even during
day
• AC is too low
• Isolation not optimum
• PC’s left on at nights
• Staircase light always
on
© International Labour Organization
Tools
Eco-Mapping on energy consumption—Exercise
 Form 3 groups: A, B, C
 Group A will cover a bedroom, group B will cover the restaurant,
group C will cover the lobby
 Each group goes to the assigned area accompanied by the facilitator
 Each group walks around, and takes note of how the space looks
like, and of problems in terms of energy consumption/energy
wastages
 Each group comes back to the training room and draws the spatial
outline of their assigned area on a large sheet of paper (follow the
tips for eco-mapping)
 Identify and mark problems/ areas for improvement in terms of
energy consumption/wastage
 Present back
© International Labour Organization
Energy conservation – where to improve: basic tips
① Check your insulation (boiler + pipes - up to 20%
loss)
② Use/install timers and motion sensor
③ Consider installing automatic access control
system in guest rooms (key cards)
④ Replace equipment with energy saving models
(light bulbs, AC, laundry systems)
BEHAVIOURAL
CHANGES
&
GOOD
HOUSE-KEEPING
PROCESS
CONTROL
&
EQUIPMENT
CHANGES
① SWITCH OFF when not needed
② Review temperature (approx. 25 degrees)
and lighting settings
③ Check and ensure correct operating
settings for equipment (i.e. boilers)
④ Operate equipment at full load
© International Labour Organization
Going Greener:
Examples of good practices from
different hotel areas.
© International Labour Organization
Day 1
Greener Processes & Workplaces by
Modifying ways of
working
Modifying/replacing
equipment
e.g. work practices,
procedures and habits
Work with
Systems & People
© International Labour Organization
‘Greening Practices in Hotels’
Examples of good practices from different hotel areas
Greener processes and workplaces: The Kitchen
© International Labour Organization
Examples of good practices from different hotel areas
Greener processes and work places: The Kitchen
Examples of greener practices 1
Don’t keep gas fire on when
nothing is being cooked
Ensure right temperature setting in
the cold kitchen
Cover pots when boiling
water/food
Ensure cold kitchen and fridge
doors close properly
Regularly maintain equipment and
report malfunctioning
Monitor and reduce food waste in the
restaurant and the canteen
Reduce packaging and disposable
containers from suppliers
Recycle oil & use organic waste for EM
production for cleaning/compost
© International Labour Organization
Day 1
Examples of good practices from different hotel areas
Greener processes and work places: The Kitchen
Examples of greener practices 2
Have the exhaust hoods
switched on only when needed
Don’t keep the water running
when washing items
Use only the sufficient amount
of chemicals and water when
cleaning
Clean regularly the kitchen to
reduce amount of chemicals
and water needed
Report and fix leakages
Consider installing water saving
faucets
Operate dishwasher at full load
Source locally, & consider
organic supplies
Prepare and promote
dishes/menus with
local/organic ingredients
© International Labour Organization
Examples of good practices from different hotel areas
Greener processes & workplaces – cleaning a
guestroom
© International Labour Organization
Going greener is about adjusting work
processes and reviewing systems to ensure
real and lasting change – How?
- Examine activities under a function (i.e. room
cleaning)
- Identify where they can be adjusted so as to
consume less resources (energy, water) and be
aligned with the hotel environmental efforts
- Review relevant Standard Operating Procedures and
Checklists
- Train staff on the changes
© International Labour Organization
Examples of good practices from different hotel areas
Exercise
WORKING ON SYSTEMS
Housekeepers’ Greener Checklist: Guestrooms
1. Look at the guest room cleaning checklist provided.
2. Highlight items on the list that can contribute to greener
housekeeping practices.
3. What other green housekeeping actions can you think of?
© International Labour Organization
Greener Housekeepers’ Checklist: Guestroom
1. Entry Door
4. Windows & Drapes
Door clean in & out?
Windows clean?
Do not disturb sign in place?
Drapes clean? Closed?
2. Bathroom
5. Beds
Floor clean?
Bed made?
Toilet clean?
Bedspread clean?
Stoppers & drainers clean?
Sheets changed only if requested?
Towels changed only if requested?
Sustainability sign in place?
Sustainability signs all in place?
No Leakages (toilets, sink, shower) (in case,
report)
3. Equipment
6. Overall Room
Dusted?
Room vacuumed?
Remote control working?
Room fresh smelling?
Proper volume & temp. set?
AC on 25 Degrees, fan speed and light
setting to minimum?
TV turned off (no stand-by)
Dustbin emptied? Waste separated
according to types?
Fridge functioning (door closes, leakages) and
set to medium temperature
Light bulbs all functioning
© International Labour Organization
Staff participation for greener hotel
operations
© International Labour Organization
Staff Participation for greener processes and
workplaces—WHY?
Staff perform
Being “in the
key functions
frontline”, they
and are the ones can best identify
to adjust work
problems and
practices
ways to improve
Opportunities
for wider
cooperation
staff/managers
Staff can help
spread good
environmental
practices in
their households
and communities
© International Labour Organization
Staff Participation for Greener Processes & Workplaces
Staff Participation—HOW?
Dialogue with workers’ organizations
Increasing
understand &
awareness:
Why sustainability
matters and what it
means for my work
 Awareness
raising
campaigns
 Staff activities
 Effective
signage and
reminders
 Information
sharing on
hotel
environmental
programmes &
results
Involvement:
Getting staff to play
a key part in the
development &
implementation of
sustainability
initiatives from the
onset
 Staffmanagement
Teams
 Use of jointproblem solving
& participatory
 Suggestions
schemes &
competitions
 Staff champions
Training & skill
development:
 Green as part of
the orientation
 In-house
training
 External
training
opportunities
Recognition &
rewards to staff
contribution to
environmental
efforts:
 Gain-Sharing
 Staff Funds
 Green
employee of
the month
Effective communication throughout the organization
© International Labour Organization
Staff Participation for Greener Processes & Workplaces
Examples—GBA Phase I Hotels
In-house Training
Staff Champions &
Leaders
Worker-management teams, joint
actions
Awards and Competitions
Better Communication & Visual Reminders
© International Labour Organization
Guest Engagement
and
Green Service Design
© International Labour Organization
Engaging guests on your sustainability efforts &
providing greener services—WHY?
• Guests’ behaviour affects the hotel usage of energy.
water and other environmental impacts (i.e. waste)
• Many guests care about the environmental and
ethical practices of hotels – it affects their choice to
visit and to return
• Environmentally-friendly services can help enhance
guest experience and differentiate hotels’ offering
from competitors
© International Labour Organization
There are different types of customers, with
different backgrounds, expectations, likes and
dislikes
Understanding well customers’
characteristics and reactions
is key for
Effective guest engagement and new
environmentally-friendly services
© International Labour Organization (ILO)
Engaging guests on your sustainability efforts &
providing greener services— HOW?
Using Service design tools
To get into the customer’s shoes and understand
real wishes, concerns, perceptions
This will help you to:
1)
COMMUNICATE YOUR GREEN INITIATIVES BETTER TO ATTRACT AND RETAIN
CUSTOMERS
1)
MAKE SURE GUESTS CONTRIBUTE TO THE RESOURCE CONSERVATION EFFORTS
OF THE HOTEL
1)
IDENTIFY ENVIRONMENTALLY-FRIENDLY PRACTICES AND SERVICES THAT
ENHANCE GUESTS’ EXPERIENCE
© International Labour Organization (ILO)
Service Design Tools
PERSONAS
CUSTOMER JOURNEY
MAPS
© International Labour Organization (ILO)
Tools of Service Design
PERSONAS
What is a Persona?
A tool TO VISUALISE CUSTOMERS IN A REALISTIC WAY
The persona provides a quick & realistic snapshot of the key characteristics of a
type of guest.
What is it for and when is it used?
•
•
•
Understand in depth needs, wishes and characteristics of key customers’ types
Create and provide services tailored to specific needs
Change the focus of services to the wants and needs of real people
Who can use it?
•
Employees (front desk, concierge, house-keeping, etc.), managers, ideally a group of
people with different functions
© International Labour Organization (ILO)
PERSONAS
Name: _____________ Needs:____________
Age: _______________ Concerns:_____ ___
Nationality: _________ Likes : ___________
Occupation: _________ Dislikes___________
How to do it?
1. Get into a group
2. Think of a typical type of guest that frequently visit the hotel. Try to imagine
him/her in detail.
3. Give him/her a name, age, nationality and write them down. Make a rough
drawing of him/her
4. Answer questions like:
• Where is s/he from?
• What does s/he do for a living?
• Is s/he single, married? Does s/he have children?
5. Write down this guest’s interests, needs/wants, likes/dislikes, and concerns.
Answer questions like:
• What makes him happy/satisfied during her stay and her travels?
• What can ruin the experience for her?
1. Put all this information into a persona card.
You can use your information to review your interactions with guests and your
service offer to improve customer experience
© International Labour Organization (ILO)
Tools of Service Design
PERSONAS
PERSONA CARD: ADVERTOUROUS ANDY
Los Angeles, California
Occupation- Travel
MAKING A
PERSONA
CARD
Andy, 36
Writer, Blogger
Interests: Cuisine, Nature,
Hiking, Mountain Climbing,
Surfing, Scuba-Diving, Asian
Culture, Photography & Art,
Music
Concerns:
•
Price sensitivity
•
•
Traveling Goals:
•
•
•
•
To discover himself
To Try new experiences
To Collect stories to share with friends
To Meet interesting people
Not having fun
Losing valuables
NEEDS
-Adventurous
activities
-Learn new things
-Stay connected
-Surprises in his
journeys
DISLIKES
-Dirty room/foul
smell/bugs
-Delay Flights
-Problems with
booking/Slow check-in
-Getting sick
© International Labour Organization (ILO)
Tools of Service Design
PERSONAS
Exercise
PERSONA CARD:
Occupation-
Traveling Goals:
Interests:
Make a persona
Based on a typical
customer
,
Concerns:
•
•
Not having fun
Losing valuables
At your hotel
NEEDS
DISLIKES
-
© International Labour Organization (ILO)
PERSONAS:
USING PERSONA TO MAKE YOUR SUSTANABILITY
EFFORTS MORE EFFECTIVE & ENGAGING
PERSONA CARD: ADVERTOUROUS ANDY
Los Angeles, California
Occupation- Travel
Andy, 36
Writer, Blogger
Interests: Cuisine, Nature,
Hiking, Mountain Climbing,
Surfing, Scuba-Diving, Asian
Culture, Photography & Art,
Music
LOOKING FOR
ENTRY POINTS Concerns:
•
Price sensitivity
•
Language barriers
•
•
Traveling Goals:
•
•
•
•
To discover himself
Find new experiences
Collect stories to share with friends
Meet interesting people
Not having fun
Losing valuables
Making linen and
towel programme
more effective by creating incentives
according to customer’s interest/needs:
• i.e. Free Wi-Fi Rewards when towels are
hung-up for reuse and signs are placed on
the beds that linens don’t have to be
replaced.
NEEDS
-Adventurous
activities
-Learn new things
-Stay connected
-Surprises in his
journeys
DISLIKES
-Dirty room/foul
smell/bugs
-Delay Flights
-Problems with
booking/Slow check-in
-Getting sick
© International Labour Organization (ILO)
2 Service Design Tools
PERSONAS
CUSTOMER JOURNEY
MAPS
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
Customer Journey Maps: a tool to show customers’ experience with a service at
each point of contact (touchpoints).
.
What is it for?
• Understanding and discovering different factors influencing guest’s
experience (from the guest’s perspective)
• Recognizing all points of contact between the guest and the hotel
(touchpoints) that the hotel may overlook
• To identify problem areas & opportunities to enhance guests’ experience
Who can use it?
•
Staff and managers, in a group setting
•
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
How to do it?
1. Gather in a group
2. 2) Choose a persona and think about her features. This is going to be his/her
journey.
3. Draw a timeline
PRE SERVICE
•
BEGINNING OF
CUSTOMER’S
JOURNEY
SERVICE
POST-SERVICE
END OF
CUSTOMER’S
JOURNEY
4. Imagine the steps he/she takes in her journey and place them on the timeline
5. Pay attention to the steps where the guest interacts with the hotel, and
identify the points of contact between the guests and the hotel (touchpoints).
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
How to do it?
7) Pick one touchpoint and think of the guest’s reactions. Considering the guest
characteristics (see persona card), answer questions like:
• How does he/she feel in that point of time?
• What does he/she think about the hotel during this touchpoint?
• Is he/she satisfied or dissatisfied with this interaction?
• Why is he/she satisfied or dissatisfied?
8) write the reaction/responses down on post-its and place them under the
touchpoint
in the timeline
•
9) Repeat for the other touchpoints on the timeline.
10)Looking at the journey steps, touchpoints and reactions think of
• Ways to communicate an environment-related message.
• Ways to enhance guest experience, introducing sustainable practices
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
REMEMBER ANDY?
Make a customer journey map starting from a
Persona Card
PERSONA CARD: ADVERTOUROUS ANDY
Los Angeles, California
Occupation- Travel
Andy, 36
Writer, Blogger
Interests: Cuisine, Nature,
Hiking, Mountain Climbing,
Surfing, Scuba-Diving, Asian
Culture, Photography & Art,
Music
Concerns:
•
Price sensitivity
•
•
Traveling Goals:
•
•
•
•
To discover himself
Find new experiences
Collect stories to share with friends
Meet interesting people
Not having fun
Losing valuables
NEEDS
-Adventurous
activities
-Learn new things
-Stay connected
-Surprises in his
journeys
DISLIKES
-Dirty room/foul
smell/bugs
-Delay Flights
-Problems with
booking/Slow check-in
-Getting sick
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
LOOKING AT ANDY’S WHOLE
JOURNEY MAP
BELOW IS A TIMELINE OF ANDY’S JOURNEY
PRE SERVICE
BEGINNING OF
CUSTOMER’S
JOURNEY
SERVICE
POST-SERVICE
END OF
CUSTOMER’S
JOURNEY
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
LOOKING AT ANDY’S WHOLE
JOURNEY MAP
BELOW IS A TIMELINE OF ANDY’S JOURNEY
PRE-SERVICE
Reading a
blog
on traveling
to Thailand
BOOKING
+
HOTEL
SERVICE
ARRIVING AT
THE HOTEL
+
CHECKING IN
POST
CHECK
OUT
Writing a
review for
END OF
the hotel
CUSTOMER’S
JOURNEY
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
LOOKING AT ANDY’S WHOLE
JOURNEY MAP
BELOW IS A TIMELINE OF ANDY’S JOURNEY
PRE-SERVICE
Reading a
blog
on traveling
to Thailand
BOOKING
+
HOTEL
SERVICE
ARRIVING AT
THE HOTEL
+
CHECKING IN
POST
CHECK
OUT
Writing a
review for
END OF
the hotel
CUSTOMER’S
JOURNEY
LET’S SELECT A FEW KEY POINTS OF CONTACT (TOUCHPOINTS)
WITH THE HOTEL TO FOCUS ON.
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
BELOW IS A TIMELINE OF ANDY’S JOURNEY
PRE-SERVICE
BOOKING
BEGINNING OF
CUSTOMER’S
JOURNEY
+
HOTEL
SERVICE
ARRIVING AT
THE HOTEL
+
CHECKING IN
POST
CHECK
OUT
END OF
CUSTOMER’S
JOURNEY
LET’S SELECT A FEW KEY POINTS OF CONTACT (TOUCHPOINTS) WITH
THE TO FOCUS ON.
LETS THINK OF POSITIVE & NEGATIVE REACTIONS, FEELINGS AND
EMOTIONS OF ANDY AT EACH OF HIS TOUCHPOINTs
© International Labour Organization (ILO)
Tools of Service Design
CUSTOMER JOURNEY MAPS LOOKING AT ANDY’S JOURNEY MAP
ANDY’S POINT OF CONTACT WITH THE HOTEL BEFORE THE SERVICE BEGINS
PRE-SERVICE
SERVICE
BOOKING
BEGINNING OF
CUSTOMER’S
JOURNEY
+
HOTEL
ARRIVING AT
THE HOTEL
+
CHECKING IN
POST
CHECK
OUT
END OF
CUSTOMER’S
JOURNEY
“Cheap
Room Rates
& Amazing
reviews”
© International Labour Organization (ILO)
Tools of Service Design
CUSTOMER JOURNEY MAPS LOOKING AT ANDY’S JOURNEY MAP
ANDY’S POINT OF CONTACT WITH THE HOTEL DURING THE SERVICE
PRE-SERVICE
BOOKING
BEGINNING OF
CUSTOMER’S
JOURNEY
+
HOTEL
SERVICE
ARRIVING AT
THE HOTEL
+
CHECKING IN
POST
CHECK
OUT
END OF
CUSTOMER’S
JOURNEY
© International Labour Organization (ILO)
USING
CUSTOMER JOURNEY MAPS
TO MAKE YOUR
SUSTANABILITY EFFORTS MORE
EFFECTIVE & ENGAGING BY:
1)
COMMUNICATING GREEN MESSAGES TO GUESTS MORE EFFECTIVELY
1)
INCREASE guests’ participation in HOTEL’S Green programs (for example
towel reuse)
THINKING OF WAYS SUSTAINABILITY CAN HELP ENHANCE GUESTS’ EXPERIENCE
2)
!
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
MAKING SUSTANABILITY EFFORTS
MORE EFFECTIVE & ENGAGING
PRE-SERVICE
BOOKING
BEGINNING OF
CUSTOMER’S
JOURNEY
+
HOTEL
SERVICE
POST
ARRIVING AT
THE HOTEL
+
CHECKING IN
CHECK
OUT
END OF
CUSTOMER’S
JOURNEY
Because Andy loves nature/Asian culture & was impressed by
the lei (string of flower), this is an opportunity to enhance
guest experience + communicate green messages by
attaching an environmental message to the lei.
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
MAKING SUSTANABILITY EFFORTS
MORE EFFECTIVE & ENGAGING
PRE-SERVICE
BOOKING
BEGINNING OF
CUSTOMER’S
JOURNEY
+
HOTEL
SERVICE
ARRIVING AT
THE HOTEL
+
CHECKING IN
POST
CHECK
OUT
END OF
CUSTOMER’S
JOURNEY
Because Andy has positive emotions
towards the view of the room.
This is an opportunity for the hotel to
get Andy to engage in towel reuse
programme by placing a message on the
window:
© International Labour Organization (ILO)
CUSTOMER JOURNEY MAPS
EXERCISE
TIMELINE OF XXX’S JOURNEY
PRE-SERVICE
SERVICE
POST
END OF
CUSTOMER’S
JOURNEY
BEGINNING OF
CUSTOMER’S
JOURNEY
• Look at the PERSONA you have prepared in the earlier exercise
• Draw a timeline
• Note down different steps in her journey (1 per Post-it) and place them on the
timeline (focus on touchpoints)
• Think of ways to engage guest on sustainability efforts at different touchpoints
• Think of ways to enhance guest experience introducing green practices
© International Labour Organization (ILO)
Service Design Thinking Tools
Help hotels to understand and focus on customers’
needs, wishes, reactions
to:
• Attract guests’ attention to environmental messages,
• Motivate guests to engage in the hotel’s sustainability
efforts.
• Enhance guests’ experience
© International Labour Organization (ILO)
Guest engagement –Some
practical tips
 Communicate what your hotel is currently doing
 Refer to preservation of the local environment
 As often as possible: website, check-in/reception,
guestrooms, restaurant, lift, corridor, …)
 Make the design eye-catching
 Explain clearly what guests can do to help
(incentives?)
1
3
2
4
Waste management with the 3R
Waste Management
Why care about waste?
Large amounts of waste
mean
Nick Smith
©editor B
Hotels
generate
large
amounts of
waste
Health and environmental
problems
Throwing away resources
Waste Management
The impacts of waste
Air and water contamination
Negative experience
of tourists
Hygiene and health problems
Waste Management
True or false: Myths about waste management
Waste management is all about recycling
FALSE!
As long as I separate waste into different types, I
am doing my share to help solve waste problems
FALSE!
Waste starts from the decisions I make about
purchasing
TRUE!
Waste Management
What is the 3R?
An approach to improve waste management
It helps maximizing the benefits and use
of supplies and materials while generating
as little waste as possible
Waste Management
3R & the Waste management hierarchy
Most
favoured
option
Reduce
Reuse
Recycle
Least favoured
option
Dispose
Waste Management
Thee 3R explained
1.
Reduce: minimizing generation of waste
in the first place: avoid unnecessary
purchasing, packaging, minimise rejects
2.
Reuse: using items again for the original
purpose or a different purpose
3.
Recycle/Recover: discarded items or
their parts are utilised as inputs for
other products/processes
Reduce
Waste Management
Benefits of the 3R
Reuse
Recycle
Dispose
 Waste means resources are not used in the best way- reducing
waste helps improving efficiency
 The 3R looks for the root cause of the waste problem :
‘what to do with waste’
‘How do we reduce waste?’
 Reducing waste has a better impact on the environment
than recycling
Waste Management
Getting Started – Waste Review
Review/ Rethink
Reduce
MEASURE, monitor and
analyse
HOW MUCH waste the
hotel/department produces
Reuse
WHAT types
Recycle
HOW it is being disposed
Dispose
Waste Management
Measuring – Waste
KG
Of waste sent
to the landfill
Room Sold
KG
Of waste
recylced
Room Sold
Practical tips:
 Borrow/buy a few scales
 Nominate a waste champion at each waste monitoring point to
keep records in an accurate way.
Ask you waste collecting company to share figures each time
they come and collect waste, to get a monthly figure
Waste Management
Applying the 3R
Look at one type of waste
Can you eliminate or reduce it?
When further reduction is not
possible,
Reduce
Can you use items again?
When further reuse is not
possible,
How to best recycle them?
Reuse
Recycle
Dispose
Waste Management
Health & Safety – hazardous wastes
Managing Hazardous Waste
Definition: waste that can
pose risks for the health and
safety of hotel staff and those
in charge of disposal.
Examples:
Light bulbs, batteries,
chemicals residuals, chemicals
containers (including paints,
fertilizers), any medicines,..
 Identify them
 Train staff on safe
handling instructions
 Designate specific safe
collection area and closed
containers
 Dispose of hazardous
waste in appropriate local
facilities (contact local
authorities)
Waste Management
Health & Safety – waste handling and storage
• Train staff on safe and hygienic procedures for handling
and disposing of waste
• Store solid waste in a safe, sanitary place until it is
picked up
• Keep the waste collection area clean
and tidy to avoid hygiene problems+pests
Waste Management
Reduce – GBA Hotels examples
• “Love Food Hate
Waste” campaign at
the staff canteen
• Re-fill containers
• Reusable containers
• “Food audit” to
understand and take action
to adjust food quantities
©Montgomery Cty Division of Solid
Waste Services
• Develop a
procurement policy.
©gringer
Waste Management
Reuse – GBA Hotels examples
• Use left over
soaps for
cleaning
purposes
• Re-use broken
deck-chairs to
construct other
type of furniture
• Use of damaged
sheets/tablecloths
for making hand
towels
• Donate
and/or sell
unwanted
furniture
©4nitsirk
Waste Management
Recycle – GBA Hotels examples
• Effective Microorganisms and phasing out of
selected chemical cleaning products
• Implementation of an efficient waste sorting system
for recyclable items.
• Sale of segregated waste and utilisation of
revenues for staff funds
©mjmonty
• Food waste to make organic compost for hotel
grounds