12 steps towards sustainability

12 STEPSTOWARDS SUSTAINABILITY

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MANUAL TO SUPPORT DUBAI HOSPITALITY PROPERTIES IN

THE IMPLEMENTATION OF SUSTAINABILITY BEST PRACTICES

The Department of Tourism and Commerce Marketing (Dubai Tourism), wishes to express its sincere appreciation to its partners and key institutions for their dedicated and committed support towards the successful publication of ’12 Steps Towards Sustainability’, the first manual under the Dubai Sustainable Tourism (DST) Initiative.

We now possess a document that is a testimony to the outstanding work in the field of green tourism and a valuable guide to help create a brighter and healthier future for our tourism industry.

Dubai Tourism would like to express its gratitude to everyone who participated in, and contributed towards the success of this project with their insights and inputs, and guided our research team in compiling the diverse data.

Dubai Tourism would like to specifically thank the following partners and entities for their whole-hearted support:

• Dubai Carbon

• PricewaterhouseCoopers

• Emirates Green Building Council

• Emirates Wildlife Society in association with World Wide Fund For Nature

• International Centre for Responsible Tourism – Australia

It is also important to note and appreciate the enormous contribution made by the DST team at Dubai Tourism and the role played by many others in our establishment, who helped make this research both informative and impactful that ensured the publication of a high quality industry manual.

ACKNOWLEDGMENT

12 Steps Towards Sustainability | Dubai Sustainable Tourism | 2017

The Department of Tourism and Commerce Marketing (Dubai Tourism) is committed to ensuring that Dubai’s tourism and hospitality industry takes the lead in promoting sustainable best practices and green initiatives, based on the vision of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to transform Dubai into a sustainable city.

In line with Dubai’s Tourism Vision for 2020, which places great emphasis on sustainability, the Dubai Sustainable Tourism Initiative of Dubai Tourism plays a pivotal role in drawing up guidelines for achieving sustainable goals to support the continuous development and expansion of Dubai’s tourism sector.

As part of this pioneering initiative, Dubai Tourism has published this ‘12 Steps Towards Sustainability’ manual to provide Dubai hotels with simple and practical steps to ensure they are equipped with the know-how and necessary information to ensure their properties effectively manage and use energy, water and waste.

Sustainability is not just hugely important for the environment, but encourages more efficient business behaviours, processes and practices.

This publication will be a key driver of the Dubai Sustainable Tourism Initiative to help promote energy conservation, create energy efficient services, and encourage environmentally sustainable practices in the local tourism and hospitality sector.

Dubai Tourism expects this manual to be a practical guide and tool for sustainable development and looks forward to supporting hotels on their green journey. I hope that this comprehensive manual will inspire hotels and their staff to help make a difference to the sustainability landscape not just in Dubai but in the UAE and across the region.

Ahmad Khalifa Al Falasi

CEO – Corporate Services and Investments, Department of Tourism and Commerce Marketing, Dubai

FOREWORD


TABLE OF CONTENTS

INTRODUCTION 8

1. ENERGY CONSERVATION 12

Introduction 13

Main Energy Consuming Systems 14

1.1 Install Energy Efficient Lighting 15

1.2 Be Smart About Thermostat Settings 20

1.3 Leverage Energy Efficient Equipment 23

2. WATER CONSERVATION 27

Introduction 28

Water Consumption 29

2.1 Encourage Efficient Water Systems 30

2.2 Provide Training and Awareness 34

2.3 Perform Regular Maintenance to Prevent Leaks 36

3. WASTE MANAGEMENT 40

Introduction 41

Waste Management Hierarchy 42

3.1 Improve Waste Management on Site 43

3.2 Establish Awareness and Best Practices Programs 46

3.3 Reduce Consumption of Chemicals and Hazardous Waste 48

4. SUSTAINABILITY ENGAGEMENT 51

Introduction 52

Sustainability Approach 53

4.1 Create A Green Scorecard for Staff and Link to Reward System 54

4.2 Educate Staff in Applying Sustainable Practices 60

4.3 Engage and Raise Awareness through Innovative Campaigns 64

CONCLUSION 66


Dubai at the Centre of a VisionIn May 2013, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, approved Dubai’s Tourism Vision for 2020 which forecasts that Dubai will welcome 20 million visitors per year and tourism’s contribution to Dubai’s economy will triple by 2020.

Tourism has been a central pillar of Dubai’s economic growth and its diversification and it is anticipated that the Tourism Vision for 2020 will further leverage the sector by broadening Dubai’s tourism offering across events, attractions, infrastructure, services and packages, and by adapting the marketing approach to showcase Dubai to a wider audience and increasing the visibility of the Emirate as a prime destination.

The vision of the Department of Tourism and Commerce Marketing (DTCM) is to position Dubai as the ’first choice’ destination for international business and leisure travel. One of its key missions is to redefine travellers’ expectations through cutting-edge service excellence across all tourism products by harnessing the collective power of key stakeholders, both in the public and private sectors in Dubai and abroad, and benefitting from their positive energy, creativity and spirit of innovation.

Sustainability is a Journey, not a Destination.The Sustainable Tourism Programme of the Ten-Year Framework of Programmes on Sustainable Consumption and Production Patterns (10YFP), announced in November 2014, identified that tourism contributes to up to 5% of the global CO2 emissions, making it a critical sector to monitor in order to reduce the pressure on the environment and support global efforts towards social and economic development1. Along the same line, and under its resolution of 18 November 20152, the United Nations General Assembly declared 2017 as the International Year of Sustainable Tourism for Development, reinforcing the industry’s role as having a “unique opportunity to advance the contribution of the tourism sector to the three pillars of sustainability – economic, social and environmental”3 (Taleb Rifai, Secretary-General, United Nations World Tourism Organization, 2015).

Many factors are to be taken into consideration when assessing and addressing the environmental or carbon footprint of the tourism industry, from the number of flights guests will take to reach their destination; the resources used to manage the industry’s daily operations, and to the various waste streams generated accordingly. The key driver is to ensure that all stakeholders, whether tourists, authorities, operators, travel agents or hotel properties, have a proper understanding of these factors in order to guarantee the sector’s growth and guests’ satisfaction while reducing their impact on natural resources.

INTRODUCTION

1 “Harnessing the Power of One Billion Tourists for a Sustainable Future. Resource Efficiency, Conservation, and New Technologies the Focus of New International Partnership on Sustainable Tourism”, UNEP Division of Technology, Industry and Economics, Press Release of 5 November 2014: http://cf.cdn.unwto.org/sites/all/files/docpdf/10yfpstplaunchpressrelease_0.pdf 2 International Year of Sustainable Tourism for Development, 2017, Resolution A/C.2/L.5/Rev.1: http://undocs.org/A/C.2/70/L.5/Rev.1 3 http://media.unwto.org/press-release/2015-12-07/united-nations-declares-2017-international-year-sustainable-tourism-develop

8 | 12 Steps Towards Sustainability | Dubai Sustainable Tourism

At the operational level, the concept of sustainability has already been incorporated into the corporate identity and strategy of most of the major hotel groups in the country. Hotel guests are now exposed to the concept of sustainability throughout their stay; for example, by participating in programs on towels and linen change during check-in or by accessing the hotel’s environmental or corporate social responsibility (CSR) policies on TV screens in their rooms or on their mobile devices.

A JOURNEY TOWARDS SUSTAINABILITY

Sustainability management helps reduce environmental impact even though tourism numbers are increasing

IDENTIFYING THE ENVIRONMENTAL IMPACT IN THE TOURISM INDUSTRY

By knowing the cause of the impact, you will be able to manage it

Diesel

Drivers Output waste

Input resources

FoodWater

Solar Power

Sustainable management

Resourcesmanagement

Awareness & responsible

practices

DieselNatural Gas

Asset sustainable

design

Driving emissions WasteEfficiency

of vehicles


Eco-certifications have now become a stronger factor for decision-making for individual guests and corporate groups when choosing a destination. The installation of efficient or “smart” fixtures have allowed hotels better control in their goal to reduce their energy and water consumption, without impacting guests’ comfort and/or safety.

However, the journey towards sustainability cannot limit itself to these examples, and “thinking outside the box” is often required to identify new, and possibly more effective, ways to engage guests, staff, owners, operators and communities in making the sector more responsible.

With more than 680 hotels operating and around 15 million international guests in 20164, the Emirate of Dubai has the potential to strategically position itself as a landmark for sustainable hospitality by ensuring all hotel properties are engaging in responsible practices.

DTCM Sustainable Tourism InitiativeSupporting the Tourism Vision for 2020 and under the DTCM mandate, the Dubai Sustainable Tourism Initiative has been developed to make sustainability an intrinsic component of the hospitality and tourism industry in the Emirate.

Following consultations with key stakeholders from the public and private sectors, specific objectives have been identified as priority areas to ensure that all Dubai hospitality professionals are equally equipped with adequate knowledge on sustainability. This includes:

• The promotion of energy and water conservation measures by encouraging the installation of efficient fixtures and the monitoring of linen and towel change programs;

• Internal capacity development through training programs, communications campaigns and events promoting sustainability to staff, guests and communities;

• The reinforcement of sustainable waste management practices and the increase in responsible purchasing and resources management;

• Benchmarking activities to assess the hotel properties’ energy and water consumption and CO2 generation in order to identify and implement the most effective policies and incentives;

• The further development of Dubai as a “smart city” by extending the use of new technologies in daily operations, e.g. remote load control, Building Management Systems (BMS), and control sensors.

4 Dubai Tourism 2016 Performance Report: http://www.visitdubai.com/en/tourism-performance-report#.


12 Steps Towards SustainabilityIn this context, the objective of the 12 Steps Towards Sustainability Manual is to guide future and current professionals from the Dubai hospitality industry in the implementation of 12 key, yet simple measures that will help hotel properties start their journey towards sustainable operations and management.

Regardless of the property size or operational structure, hotel group or location, these following steps have been designed to provide readers with cost-effective solutions that can help trigger a positive impact on a property’s environmental performance, with a specific focus on the following areas: energy conservation, water conservation, waste management and sustainability engagement of staff and guests.

Professionals are invited to review this Manual as a guide to promoting sustainable practices within operations and educating associates; it can also be used as a base to internally assess performance, identify corrective actions and develop a relevant and achievable action plan towards sustainability.

N.B: All measures presented in the 12 Steps Towards Sustainability Manual need to be implemented in compliance with the regulations, codes and processes mandated by Dubai Municipality and the Department of Tourism and Commerce Marketing (DTCM).

Waste Management

Energy Conservation Water Conservation

Sustainability Engagement

Step 1

Install energy efficient lighting

Step 2

Be smart about thermostat settings

Step 3

Leverage energy efficient equipment

Step 7

Improve waste management on site

Step 8

Establish awareness & best practices programs

Step 9

Reduce consumption of chemicals & hazardous waste

Step 4

Encourage efficient water systems

Step 5

Provide training & awareness

Step 6

Perform regular maintenance to prevent leaks

Step 10

Create a green scorecard for staff and link to reward system

Step 11

Educate staff in applying sustainable practices

Step 12

Engage guests & raise awareness through innovative campaigns


ENERGY CONSERVATION


Over the past years, many organizations have highlighted the need for hotel properties to focus efforts on energy conservation measures in order to reduce utility bills as well as the hotels’ environmental footprint. Many studies have been conducted and the results demonstrate several opportunities for hotels to improve their performance:

• A survey by Farnek Avireal, based on data collected globally through its Hotel Optimizer platform, identified that the energy consumption of 5-star hotels in Dubai is 225% higher than in counterpart hotels in Europe5.

• The Energy and Water Benchmarking Report for UAE Hotels (2016) by Emirates Green Building Council revealed that normalized Energy Use Intensity in UAE hotels can vary between 104 and 721 kWh/m2.year (with an average of 283 kWh/m2.year). Poorly performing hotels consume three times as much energy (in kWh/m2.year) compared to the best performing hotels taking part in the study6.

As per the Energy Star Building Manual for Hotels and Motels, up to 6% of an average hotel’s operating costs are related to energy consumption7 covering miscellaneous areas and operational requirements. In the United Arab Emirates, HVAC systems have been accounted for up to 70% of energy consumption for an average 4-star hotel, revealing how critical it is for owners and facility managers to properly maintain their equipment and have in place proper protocols for monitoring of equipment and systems.

The potential of energy savings in hotel properties through implementing conservation measures and by engaging in energy efficiency initiatives is remarkable. The Dubai Water and Energy Authority (DEWA) estimated, for instance, that the implementation of energy management systems and installation of “smart” fixtures can allow hotels to “reduce the electricity consumption of guest rooms by 15 to 30%”8.

While many other specific measures can be implemented, the 12 Steps Towards Sustainability Manual suggests to first proceed with the following:

• Install Energy Efficient Lighting

• Implement Smart Thermostat Settings

• Leverage Energy Efficient Equipment

The following sections will address each of the above-mentioned measures and discuss the opportunities that can result from their proper implementation.

INTRODUCTION

5 Farnek Avireal, “Hotel Optimizer Overview” Factsheet (n.d.): http://www.farnek.com/docs/factsheets/downloaddoc.php?file=Factsheet-Hotel%20Optimizer%20Overview-v1.pdf 6 Emirates Green Building Council, Energy and Water Benchmarking Report for UAE Hotels, 2016: http://emiratesgbc.org/wp-content/uploads/2016/09/EmiratesGBC-Energy-and-Water-Benchmarking-for-UAE-Hotels-2016-Report.pdf 7 Energy Star, Building Manual to Hotels and Motels, 2007: https://www.energystar.gov/sites/default/files/buildings/tools/EPA_BUM_CH12_HotelsMotels.pdf 8 Dubai Water and Energy Authority (DEWA), Hotel Management, Conserve Electricity and Water for a Better World, https://www.dewa.gov.ae/~/media/Files/Customer/Conservation/Hotel_Management_ENG.ashx


MAIN ENERGY CONSUMING SYSTEMS

According to Dubai Electricity and Water Authority (DEWA), Dubai hotels work at high occupancy throughout the year, and will benefit from applying these 12 steps. Generally, energy consumption accounts for 3% to 6% of the total running cost of hotel establishments. Dubai hotels electric consumption ranges

from 150 – 300 Kwh of power per room. The main sources of energy used are produced by gas and petroleum. Implementing an energy conservation system can help reduce costs by 15% – 20% on a sustainable basis.

Air conditioning and ventilation

Electricity usage for devices and appliances

Cooking

Heating

Lighting


1.1 INSTALL ENERGY EFFICIENT LIGHTING

1.1.1 Why is this step important?In the UAE, up to 30% of the power consumed in a building can be due to indoor and outdoor lighting needs. When combined with pro-active communications and awareness campaigns towards guests and associates, a lighting retrofit – i.e. the change of lighting systems to energy efficient ones – can be the easiest way to reduce a hotel’s energy needs.

1.1.2 How to ProceedLighting prerequisites are parameters that need to be taken into consideration before making any decision regarding the installation and replacement of different luminaries:

1. The architecture and technical components of the hotel: how does light affect the ambience and therefore the identity of your hotel?

2. How much natural light enters the hotel?

3. Can the possible reflection and/or glare in the hotel spaces negatively impact guests and associates?

4. Are the new and existing technologies in the market and their performance relevant to my actual needs and can I install them based on the hotel’s existing lighting structures?

Understand your building’s

parameters that could influence

changes to lighting services

Set objectives to minimize the total connected

light load

Manage your energy

consumption so as to reduce wastage

in energy use


1.1.3 Added benefitsThe UAE Energy Efficiency Lighting Standard in 2014 highlighted the positive impact of reducing the pressure on power generation facilities in the country:

“Energy efficiency standards for indoor lighting can save an estimated 2,046 GWh of electricity in the UAE, over 90% of which will be from replacing inefficient incandescent lights (based on the 2011 UAE population). These energy savings are the equivalent of avoiding investment in approximately 340-500MW of power generation capacity, or avoiding capital costs of AED 100-146.3 million annually for 20 years”9. (2014)

On the level of hospitality properties, choosing the right lighting for indoor and outdoor use can enhance the ambience and provide staff and guests with a positive environment that can lead to improved comfort, concentration, health and well-being.

1.1.4 SavingsWith lighting retrofits, financial costs and savings are easy to estimate as they depend on the scale of your lighting project. Nearly all light manufacturers provide accurate numbers of energy used by their lights and wattage output However, the efficiency of new bulbs and equipment available on the market, combined with the continuous rise in the cost of electricity, will make your focus on lighting a safe decision with quick return on investment.

To ensure the greatest impact on efficiency:

• Conduct an audit, by assessing the bulbs and systems already in place in your property.

• Identify new systems, such as energy efficient light bulbs, sensors, and/or timers that you could install based on your actual needs. Apart from their cost, consider the bulbs’ and systems’ lifetime, luminous efficacy range, colour temperature, and maintenance frequency in order to make the best decision on the long term.

• Develop an action plan stating the areas to prioritize in the property, and a timeframe for completion. If needed, apply for your upgrade in CAPEX accordingly.

• Strategize the work so that it least disturbs ongoing operations.

9 UAE Regulation on Lighting Products and Recommendations to Facilitate its Implementation, Policy Brief, August 2014


1.1.5 Did you know?Since 2014, low quality indoor bulbs are banned from entering the UAE market as part of the UAE Energy Efficiency Lighting Standard.

The UAE Energy Efficiency Lighting Standard10 is a step taken in 2014 by the UAE Ecological Footprint Initiative, which is a public-private partnership between the Ministry of Climate Change and Environment, the Environment Agency – Abu Dhabi, EWS-WWF, the Global Footprint Network and Emirates Authority for Standardization and Metrology.

The Standard ensures that only energy-efficient, high quality bulbs containing low levels of hazardous chemicals can be purchased and safely disposed.

SOURCES

The UAE has one of the highest Ecological Footprints per capita. This means we waste a lot of resources such as energy, water, and goods. If everyone lived the same way, we would need 4.5 planets to sustain us.

WHY A LIGHTING STANDARD?

Emirates Authority for Standardisation and Metrology. Emirates Wildlife Society in association with WWF. Excecutive Affairs Authority. International Energy Agency. WWF.

The UAE Energy Efficiency Lighting Standard is a step taken by the UAE Ecological Footprint Initiative, which is a public-private partnership between the Ministry of Environment and Water, the Environment Agency – Abu Dhabi, EWS-WWF, the Global Footprint Network and Emirates Authority for Standardization and Metrology, working to develop science-based policy recommendations to help reduce the UAE’s carbon emissions and per capita Ecological Footprint. Find out more at www.ewswwf.ae and www.esma.gov.ae

UAE ENERGY

EFFICIENCY LIGHTING

STANDARD WHAT DOES IT

MEAN FOR YOU?

EFFECTIVE FROM MID 2014

The standard prevents low quality indoor bulbs from entering the UAE market. It considers energy efficiency, electrical safety, hazardous chemical limits, functionality and safe disposal. (Exceptions are made for specialised lighting such as those in hospitals and laboratories.)

HOW DOES THE STANDARD WORK?

The country will be supplied with the following high e�ciency bulbs:

High quality and energy efficient bulbs offer a wide range of mood lighting

EXCELLENT ENERGY EFFICIENT LIGHTS PROVIDE

ENERGY SAVING POTENTIAL

OF THE UAE’S ECOLOGICAL FOOTPRINT IS FROM CARBON, SO REDUCING

ENERGY USE WILL MEAN LESS CO2

BEING EMITTED TO THE ATMOSPHERE

OF ELECTRICITY CONSUMED BY HOUSEHOLDS GLOBALLY

IS USED FOR LIGHTING

OF THE UAE’S ECOLOGICAL FOOTPRINT COMES FROM

HOUSEHOLDS

UAE can save

AED 452 million

AED 216 million

net savings from households' reduced electricity billssavings from the government in terms of reduced subsidies

AED668 million/year

A medium size villa in Dubai can save up to

AED2,315/year

Removing

165,000 carsoff the road annually

EQUALto

Significant CO2 emission reductions of approx

HOW DO WE BENEFIT?

Not needing to use an average gas power station for

6 months

EQUALto

Cuts UAE energy consumption annually by up to

500 MW 940,000 tonnes/year

LIGHT EMITTING DIODES (LEDs)Offer high efficiency and much longer lifetimes than most lamps

Much more efficient than incandescents

COMPACT FLUORESCENT LAMPS (CFLs) More efficient than traditional incandescents

HALOGENS

10 UAE Energy Efficiency Lighting Standard, 2014 (incl. pics): http://uae.panda.org/what_we_do/ecological_footprint_initiative/uae_lighting_standard/


BENEFITS OF EFFECTIVE IMPLEMENTATION OF THE UAE’S LIGHTING REGULATIONDUBAI 24

Figure (12): Energy Efficiency Lighting Products Available in UAE Market after 1st July 2014

Inefficient Halogen

Lamp

Dimmable CFL Lamp

Inefficient Halogen

Lamp

Decorative Lamp

High Mercury/Low Efficiency

Compact Fluorescent

Lamp

F Lamp

Light Emitting

Diode (LED)

Specialty Lamp

Triple Biax Lamp

Quad Tube Lamp

Parabolic Aluminized

Reflector (PARs)

Linear Fluorescent

Lamp

Parabolic Aluminized

Reflector (PARs)

Twin Tube Lamp

Globe Lamp

Ring / Circular

Fluorescent Lamp*

Incandescent Lamp

“A” Shape Lamp

Spiral / Coil Lamp

Candelabra Fluorescent

Lamp

* Allowed Compact Fluorescent Lamps (CFL) will be highly efficient with low mercury content.

Figure. UAE Energy Efficiency Lighting Standards. Source: https://goo.gl/eBGubu


1.1.6 Go the extra mile• Install motion sensors and presence detectors in passage areas and in rooms where guests

and associates will most likely forget to turn off the lights such as bathrooms, storage rooms and locker rooms. If lights cannot be turned off entirely for security reasons, install dimmers which can reduce light output to the minimum level authorized by the authorities.

• Involve other Heads of Departments to evaluate the products in terms of costs vs. savings, end-user satisfaction and health impacts. For instance, while Engineering can provide technical feedback on the existing lighting installations, the Purchasing department can support with lists of preferred suppliers. Front Desk and HR can provide feedback related to guests and associates’ comfort and well-being.

DEWA and DTCM have also suggested the following measures that can be implemented to complement the above-mentioned efforts11.

For instance, see how your outdoor areas, whether gardens, parking, pool, or entrance, can benefit from solar-powered systems at limited costs.

Install energy efficient lighting• 9W LED is equivalent in output to a 45 W incandescent. (Depending on desired brightness)

• Use a 3 way high efficiency light to replace 30, 60 and 75-watt incandescent bulbs, and achieve energy savinsg of up to 80%

• Install compact fluorescent light bulbs (CFLs) in all guest rooms. CFLs use about one-quarter of the energy and last up to 10 times longer than regular incandescent bulbs. It may save you thousands of dirhams every year in energy costs

• Consider using garden lights that are powered by solar energy

• Many guests leave bathroom lights on during the night. Consider installing nightlights with small LED

• lights in the guest bathrooms

• Install motion sensors and timers

• Consider using garden lights that are powered by solar energy

References Abdullatif, L., Alam, T., EWS-WWF, UAE Regulation on Lighting Products and Recommendations to Facilitate its Implementation, Policy Brief, August 2014.

Dubai Water and Energy Authority (DEWA), Hotel Management, Conserve Electricity and Water for a Better World.

Emirates Green Building Council, Technical Guidelines for Retrofitting Existing Buildings, 2015.

11 DEWA, Hotel Management, Conserve Electricity and Water for a Better World.


1.2 BE SMART ABOUT THERMOSTAT SETTINGS

1.2.1 Why is this step important?In the UAE, between 60 and 70% of the total energy consumption is related to chillers, air handling units and fan coil units. An increase in room temperature by 1°C only can reduce your cooling costs by up to 9%12, which has tremendous potential for short and long term savings.

1.2.2 How to proceedThe management of in-room temperature should be combined with a proper monitoring of air conditioning equipment (e.g. cleaning and replacement of filters) to reduce any potential minor problems that could lead to unexpected breakdown if not addressed immediately. Setting and implementing a detailed Preventive Maintenance Plan is required.

Ideally, air conditioning filters should be changed bi-annually or every four months for optimum performance.

Temperatures in guest rooms should be systematically adjusted/corrected by housekeeping staff during cleaning operations, and/or prior to a guest check-in. Otherwise, centralized systems such as key-card systems which are part of Building Management Systems (BMS), will allow you to ensure that room temperature is changed automatically to the right level when the guest is absent.

Change your practices seasonally: in the hot summer months, close blinds or curtains in guest rooms to prevent heat from entering via windows. In the cooler winter months, take advantage of fresh air and if you can, open windows periodically to let fresh air in.

1.2.3 Temperature GuidanceThe Dubai Water and Energy Authority (DEWA)13 has identified the following temperature settings as the best to apply to different zones inside a hotel with the objective to optimize energy use without compromising the guests’ experience14:

Room type Temperature °CLobby and hall areas 22 - 24Guest bathrooms 26 - 27Guest bedrooms (when used)

20 - 22

Restaurants and dining areas

22 - 24

Laundry areas 24 - 26Swimming pool 22.5

Table. DEWA guidelines on set point temperatures for specific hotel spaces.

12 CIBSE Guide A, Environmental Design 2015: http://www.cibse.org/knowledge/knowledge-items/detail?id=a0q20000008I79JAAS 13 Dubai Water and Energy Authority (DEWA), Hotel Management, Conserve Electricity and Water for a Better World. 14 DEWA data, Table from the TFG Asset Management White Paper (see References)


1.2.4 Did you know?Since 2015, it is illegal in the UAE to use Hydro chlorofluorocarbons (HCFCs) such as R22 as refrigerants when servicing or maintaining air conditioning systems. When maintaining, upgrading or changing your systems, keep yourself informed of the latest regulations in place; the allowed alternative to R22 is R134a, and that is also likely to be phased out in the near future as per international conventions and protocols15.

1.2.5 Go the extra mile• If your property is older than 10 years, assess whether changing your HVAC

units would be relevant as an investment - the latest technologies offer a much broader range of energy efficient alternatives- (e.g. speed changing systems - that could better respond to your property’s actual needs.

• Installing sensors on windows and connecting them to your thermostat will allow you to turn the air conditioning off when the windows are left open.

• Educate, educate, educate! Define a set temperature for rooms and include it in your Standard Operating Procedures (SOPs) and housekeeping/engineering check-lists when a room is under review during cleaning operations and on-guest arrival. Include also thermostat control in trainings and morning team briefings.

• Through direct communications, signage or social media, encourage your guests to participate in your environmental efforts and benefit from fresh air when possible16 by opening their windows and turning off their air-conditioning systems. Guests can also be informed of standard guest room temperatures upon booking and be allowed to request a change to be actioned prior to their arrival.

15 Montreal Protocol (1987), Kyoto Protocol (1992) 16 TFG Asset Management, The Hotelier’s Guide to Going Green in the UAE, 2016.


1.2.6 Keep in MindConsidering the UAE’s humidity levels in summer months, higher temperature in guest rooms could lead to condensation and growth of mould.

DEWA for instance suggests to raise the temperature up to 28°C in un-used rooms, or to turn the thermostat entirely. It is however important to adjust and raise the temperature setting when a room, or a floor, is not occupied and to monitor that furniture, carpets, and walls are not negatively affected.

1.2.7 SavingsCorrecting thermostat settings and implementing a well-designed Preventive Maintenance Plan with regards to temperature controls, are considered effective “no-cost/low-cost” measures that will have a direct impact on energy savings without creating any pressure on financials. If properly controlled and combined with effective trainings and frequent checks, these measures should allow your property to reduce its energy consumption and prevent energy wastage.

1.2.8 Added benefits

The benefit of setting proper thermostat levels throughout the various areas of your property, combined with proper maintenance efforts and awareness, will not only lower your operating costs, but also result in better long-term control over your systems. As per the International Well Building Institute, “thermal comfort plays a large role in the way we experience the places where we live and work”. With proper temperature and air quality, guests and visitors are more likely to appreciate their stay at your hotel.

References ASHRAE Standard 55 -- Thermal Environmental Conditions for Human Occupancy, 2013

Carbon Trust, Heating, ventilation and air conditioning (HVAC): https://www.carbontrust.com/resources/guides/energy-efficiency/heating-ventilation-and-air-conditioning-hvac/#aircon (Retrieved on 15/03/2017)

CIBSE Guide A, Environmental Design 2015.

Dubai Water and Energy Authority (DEWA), Hotel Management, Conserve Electricity and Water for a Better World.


International Well Building Institute, WELL Building Standard v1.0, 2016.

TFG Asset Management, The Hotelier’s Guide to Going Green in the UAE, 2016.


1.3 LEVERAGE ENERGY EFFICIENT EQUIPMENT

1.3.1 Why is this step important?Computers and other IT systems used on a daily basis account for half of the energy needs in an office17. The purchase of energy efficient equipment, combined with proper maintenance as well as pro-active education of your associates, can enable you to save significant amount of energy over a period of time.

1.3.2 How to proceed• Start identifying the actual needs for equipment and appliances in specific areas

of your property, such as the back office (IT products), kitchen (refrigerators, ovens, stoves, and dishwashers), laundry room (washing machines, dryers, and iron), staff areas (coffee and vending machines), guest rooms (mini refrigerators, conventional appliances required in hotel apartments).

• For example: It does not make sense to own large scale laundry machines if your operations are outsourced. Have a conventional machine onsite only to cover the emergency laundry requests from guests and associates.

• Compare your findings with an analysis on how these appliances are used in daily operations: are computers turned off at night? Are dishwashers or laundry machines operating at full load? Are the kitchens shut down during the night?

• Monitor and benchmark the energy consumption related to these items and identify methods - whether technical or behavioural – where their performance can be optimized while reducing their impact on utility bills. This will be facilitated if your property is equipped with a Building Management System (BMS) that allows you to monitor consumption and also control systems and equipment.

• Systematically consider energy efficient products and appliances when you need to replace old ones and when you plan for retrofit. Review the energy performance labels, data sheets and eco-certifications of the products you are interested in. Assess also their lifespan and market premium against their cost: having to often repair and replace appliances counteract the effect of purchasing “green” appliances.

• Turn off appliances if they are not in use; for instance, when rooms or floors are entirely closed during slow season.

17 Doyle E., “Cutting costs: Power Down”, ComputerWeekly.com http://www.computerweekly.com/feature/Cutting-costs-Power-down


1.3.3 Pick the right ITThe office management is one department where the instalment of energy efficient appliances along with awareness campaigns can bring in the most savings and effective behavioural changes. Best practices can then be replicated in hotels’ back offices:

• Purchase laptops instead of desktop computers: they can save up to 90% energy and reduce the production of heat in the room. They can also give associates flexibility to move their working space, leading to a more comfortable work environment.

• Define “switch-off” settings for each appliance – do not rely on “standby” mode as energy is still being used.

• Screensavers do not actually reduce energy consumption; put your computer to “sleep” when you know you will not use it for an extended amount of time.

• Install one multi-usage central printer in the entire office which can print, copy, scan, and fax. This helps to monitor/limit usage and can reduce paper consumption. Provide a code unique to each associate so that usage is controlled: it will allow you to assess who prints what and in how much quantity and will enable you to target your awareness campaigns more effectively. You can also provide “on demand only” access to printers for guests.

• Dynamic signage to guests and staff, through the use for example of LCD screens, could allow you to share multiple messages without having to print extensively.

• Educate, educate, and educate! Engage your associates in turning off lights and appliances when they leave the office, especially in the evenings and before the weekend. Education can be carried out through communication campaigns, emailers, and signage. Consider adding this step to cleaning check-lists. Cross-department competitions could be organized, or, “name and shame” memos could be shared to incentivize the implementation of best practices.

1.3.4 Things to think about Purchasing energy efficient items, controls or management systems cannot be considered a sufficient effort if they are not combined with proper maintenance and education on the best ways to operate them. Ensure that you include proper usage techniques within your training plan and team briefings (i.e. continuous training plan rather than on induction only) and provide relevant, yet simple, instruction and signage.

1.3.5 Did you Know?Since 2013 the Energy Efficiency Standardization Program of the Emirates Authority for Standardization and Metrology (ESMA) mandates the labelling of appliances in the UAE to inform consumers of product and equipment energy and water efficiency. When replacing items in your property, refer to these labels to compare and pick the adequate appliances.

Figure. ESMA standardization


1.3.6 Go the extra mile• Your property might already have a list of preferred appliance suppliers,

either at the hotel level or selected by the group. Go the extra mile by:

a. Reviewing the environmental criteria that support the supplier list: do the suppliers hold eco-labels and/or ISO certifications? Are the materials locally produced?

b. Communicating with the suppliers on your environmental initiatives and inviting them to support you by providing certificates on their environmental/CSR policies and achievements.

• Develop a Green Purchasing Policy (GPP)18 within the management level of your own property, and disseminate the policy to all departments in order to apply best procurement practices and educate associates on specific and important concepts such as life-cycle analyses and cradle-to-cradle assessments. Connect your GPP to your strategic action plan, your training schedule and your eco-certification (if your hotel has been awarded one).

• Prepare a detailed energy and usage monitoring plan of the appliances used within the hotel’s key operations, e.g., appliances used in kitchens, laundry facilities and offices. This includes data sheets and records of actual usage. It will allow you to assess and benchmark the performance of each area/department and prepare tailored targets and action plans accordingly.

1.3.7 Added benefitsPurchasing energy efficient equipment will help effectively reduce the pressure on your energy consumption in the short and middle terms. To complement these efforts, the implementation of a responsible purchasing policy will also create a stronger awareness of concepts such as life-cycle assessment and allow the teams to better understand the impact of their decisions on the long term.

Turning computers and other IT appliances off instead of leaving them on (whether entirely on or in screen-saver or standby modes) for an extensive amount of time, will reduce the pressure on running software and memory. You therefore increase their lifespan.

18 A method of implementation is available in the Emirates Green Building Council Technical Guidelines for Retrofitting Existing Buildings


1.3.8 SavingsFinancial savings associated with the purchase of energy efficient appliances will mainly depend on the initial investment and the scope of the purchase. Modifications to industrial or conventional appliances, such as HVAC units or heat pumps typically come under the category of deep retrofit and can require a larger upfront costs. While energy efficient products can at first be more expensive than other alternatives, the return on investment can be very fast; typically, within less than 2 years if combined with proper maintenance and usage.

Turning off appliances instead of keeping them on standby mode can also lead to remarkable savings. These strategies are usually classified as the “low-hanging” opportunities within a hotel’s applied energy conservation measures (ECM). For example:

“A typical PC uses 40W when running, and between 20W and 30W on standby - monitors run on 80W, using 10W to 15W on standby.”19 The U.S. Environmental Protection Agency, under which the Energy Star label (see References) is operated, confirmed that putting appliances into “sleep mode”, if not entirely off, would allow to save up to 75 USD (257 AED) per computer (PC and monitor) per year20.

Figure. Energy Star logo

References

Doyle E., “Cutting costs: Power Down”, article from ComputerWeekly.com: http://www.computerweekly.com/feature/Cutting-costs-Power-down (Retrieved on (16/03/2017)

Emirates Authority for Standardization and Metrology (ESMA), Issuance of Energy and Water Efficiency for Green Products Label (Retrieved on 16/03/2017)


Energy Star official website: https://www.energystar.gov/ (Retrieved on 16/03/2017)

19 Doyle E., “Cutting costs: Power Down”, ComputerWeekly.com http://www.computerweekly.com/feature/Cutting-costs-Power-down 20 Energy Star, Power Management, https://www.energystar.gov/index.cfm?c=fed_agencies.power_mgmt (Retrieved on 16/03/2017)


WATER CONSERVATION


Water scarcity is a topic of urgent concern among several leading global security institutions, including the United Nations Environment Programme (UN Environment). According to UN Environment, the demand for accessible freshwater will exceed supply by 40% by 2030.21 Only 0.3% of the planet’s freshwater supply can be accessed by humans through rivers, lakes, and the atmosphere. This holds tremendous impact for humans as well as the buildings they occupy. Many commercial properties and industries require extensive amounts of water and design buildings accordingly.

When it comes to hotels, water use is an important factor that directly affects a hotel’s operating budget. It is related to the water that is used during operations and by hotel guests themselves. According to the Green Hotelier, a leading online source of sustainable hotel best practices, one-third of water consumption in a hotel is related to its guestrooms. The actual water amount that is used is exceedingly high in hotels located in tropical zones in particular, such as the UAE.

In 2016, Emirates Green Building Council published the Energy and Water Benchmarking Report for UAE Hotels which analyzed water consumption data for a 3-year period in 46 participating hotels. The results showed that average Water Use Intensity (WUI) of hotels in the UAE is 136 Imperial Gallons per guest. The highest range submitted for the study was 390 IG per guest.

Relevant findings from the study showed that older hotels were most likely to perform poorly in water-use suggesting a direct link with improper maintenance techniques and poorly performing water fixtures. Furthermore, having water related features such as swimming pools showed moderate correlation to water use, and the study also discovered that a hotel’s size, star rating, and number of restaurants had very weak correlation to its water use.

The outcome of the EmiratesGBC hotel benchmarking study, indicates that there are several ways hotels can save water and furthermore save associated costs.

INTRODUCTION

21 UNEP RONA. (March, 2016). Retrieved on April 17th: http://www.rona.unep.org/news/2016/half-world-face-severe-water-stress-2030-unless-water-use-decoupled-economic-growth-says 22 EmiratesGBC Energy and Water Benchmarking Report for UAE Hotels. (2016). Emirates Green Building Council: http://emiratesgbc.org/wp-content/uploads/2016/09/EmiratesGBC-Energy-and-Water-Benchmarking-for-UAE-Hotels-2016-Report.pdf. (Retrieved on April 16, 2017).


WATER CONSUMPTION

World Tourism Organization (UNWTO) and the United Nations Environment Programme (UNEP) highlighted that the water scarcity problem exists globally with a demand projected to exceed supply by 40% by 2030.

It is important to identify resource Key Performance Indicators (KPIs) for hotels and set reduction targets.

KPIs are reveal progress towards meeting desired targets. The most common water related KPI for a hotel is litter/guest/night, which measures the average amount of liters measured per guest during one night.

There are plenty of water saving opportunities for hotels, implementing a few of these practices can save money and conserve natural water resources.

Tap leaking

Hot water leaks

Long showers

Leaky toilets


2.1 ENCOURAGE EFFICIENT WATER SYSTEMS

2.1.1 Why is this step important?Water use is integral to a hotel’s operation. The quantity used can be reduced in two ways:

1. By reducing flow and,

2. By reducing demand

Reducing the flow of water is the most effective method to employ first as it does not immediately involve behavioural changes among hotel guests and staff which can take effort and time to show results. Meanwhile, the installation of efficient fixtures such as faucets and showers can bring immediate results and can significantly reduce water flow.

Reducing demand for water involves several low-cost/no-cost methods and tips that first and foremost inspire awareness among hotel staff and guests, and secondly, when coupled with active training and awareness campaigns, they can greatly influence a culture of sustainability in your hotel. [Also see Sustainability Engagement].

2.1.2 How to proceed

Reducing Water Flow:

The process of reducing the flow of water coming out of water fixtures can be broken down into distinct steps23. A hotel can employ any method and at best, all methods outlined below. The reduction in water use is proportional to the number of steps addressed below:

1. Repair leaking fixtures – identify leaks by making an inventory of all water fixtures in the hotel. Include all water using facilities such as common washrooms, hotel guest bathrooms, restaurant fixtures, swimming pool showers, and all the WC’s in the hotel property. According to Hunter Water, as little as one leaking toilet can waste up 16,000 liters of water per year.

• Leaks are notoriously present wherever there is a plumbing system. While you might tackle your faucets and bathroom fixtures, don’t forget your swimming pool as well. Water leaks are just as commonly found in swimming pool plumbing connections, in the liner, sidewalls and on the floor of the pools.24

23 EmiratesGBC Technical Guidelines, pg. 101. Consult the Technical Guideline Chapter 2.2 for detailed step-by-step guide. 24 Hotel Manager’s Guide to Water Efficiency. (2012).


2. Introduce aerators – Aerators ventilate the water that flows out of the faucet. As a result, the user assumes there’s more water flowing when it’s simply a combination of water and air. Aerators can be easily installed on faucet heads and are relatively inexpensive.

3. Install motion sensors – this is a costlier approach but motion sensors make faucets very efficient and reduce significant water wastage.

4. Install flow regulators – or flow restrictors; these are directly installed inside the faucet fixtures and simply restrict water flow against water pressure resulting in significant reduction. E.g., a showerhead can reduce water output from 16 liters per minute to 6 liters per minutes.

5. Upgrade fixtures for reduced flow fixtures – This method applies to more than just faucets, and also includes the upgrade of toilets, urinals, bidets, and sensor-powered water faucets.

6. Install and replace water efficient appliances – Each hotel will have to audit its machinery and appliances that use water and determine if they need to be changed. Examples include dishwashers, laundry machines, ice machines, steam kettles, boilers, and chillers. For hotel gardens, invest in electrically controlled irrigation systems. This ensures less wastage which prevents plants from being over- or under-watered. It also helps with proper timing of irrigation activities so that plants are not being watered in the peak heat of the day.

Reducing Water Demand

Your hotel facility can employ many diverse methods to reduce demand of water from both staff and guests for specific uses25:

Laundry • Only operate washing machines

when loads are full.

• Install a holding tank that reuses wash water. DEWA recommends this practice as it greatly reduces water consumption.26

• Water softeners can also help reduce water use.

Swimming Pool • Install push-buttons in shower

areas to reduce wastage.

• Install pool covers. This process can reduce water evaporation by 95%.

Kitchen• Turn on dishwashers only when they are full.

• Put lids on cooking pots whenever possible – this allows food to cook faster and also reduces humidity levels in the kitchen.

Awareness & Training • Use creative signage and messages

where applicable to remind hotel guests and hotel staff what water wastage can mean in environmental terms.

• Encourage hotel guests to conserve water by letting them specify when they want towel and linens to be washed – for instance, placing towels on the floor if they want them replaced.

• Inform staff and guests about the hotel’s water consumption. Awareness goes a long way - many hotels have successfully reduced their guests’ water use simply by informing them about the amount of water that is consumed by washing just their towels and linen.

25 TFG Asset Management (2016). Pg 14-15 26 DTCM 12 Steps Sustainability Manual


Irrigation & Gardening• Grow drought tolerant or local plants in hotel gardens for considerable savings.

• Regulate watering activities to early morning and late evening when less water will be evaporated.

• Use drip-irrigation systems so water can penetrate right to the roots and there is no run-off.

Other methods are outlined below:

Below are recommended methods to ensure water conservation:• Install hand basins fixtures with flow rates at 6L/min or less

• Install shower fixtures with flow rates at 9L/min or less

• Install timed push button showers by the pool to reduce water use

• Update normal urinals with sensor operated flush system

• Use operator spray gun water hoses in gardens

• Install soil moisture sensors to monitor lawns and plants that need to be watered

• Use drip irrigation systems controlled by timers for shrubs and trees so that water goes straight to the roots preventing run-off


Things to think about In addition to effective water management methods also consider the following:

• The laundry department is the largest consumer of water in hotels. Consider investing in washing machines that have high speed spins. This reduces the amount of water left on sheets and towels and speeds up their drying time.

• Holding tanks can be utilized which store the water that comes out of the final rinse. This water can reused in the next wash. It is an excellent way to minimize consumption.

2.1.3 Good to know facts• Dripping faucets can lead hotels to waste

of 20,000 liters of water per year.

• The Dubai Municipality Al Sa’fat Rating System has mandated all new buildings to install water-conserving fixtures. Even though this regulation is not enforced on existing buildings, it is equally applicable for the savings it can generate.

2.1.4 Go the extra mile• Monitor your hotel’s bathrooms

continuously. Given the water wastage statistics, corrective expenses will be limited if problems are reported and rectified immediately.

• The 2016 TFG Asset Management report encourages Hotels to consider water recycling plants in order to treat graywater which can be used for gardening. Graywater is water collected from showers and washbasins and redirected for non-human purposes. It ensures significant reuse of non-potable water for other uses.

• Install a condensate recovery system. The water can be used for cleaning purposes as well as for irrigation and plumbing, e.g. for the flushing of toilets.

2.1.5 Added benefits• By using drought tolerant plants,

a hotel can showcase their preservation of native species.

• A successful greywater system provides substantial benefit with not only reducing your hotel’s water use but also in conservation of natural resources.

2.1.6 SavingsThe savings in utility bills through implementing water efficiency systems are substantial with typical ROI periods of less than a year to two years.27

ReferencesAl Sa’fat Rating System. (2016). Dubai Municipality. Retrieved on April 17th 2017: https://login.dm.gov.ae/wps/wcm/connect/6e4a9db8-ae3c-418e-918b-82e12d029cfa/Safat+book+english+spread.pdf?MOD=AJPERES

EmiratesGBC Technical Guidelines for Retrofitting Existing Buildings. (2015). EmiratesGBC.

Hotel Manager’s Guide to Water Efficiency. (2012). NYC Environmental Protection. http://www.nyc.gov/html/dep/pdf/conservation/housekeeping-booklet.pdf: (Retrieved on April 16th, 2017)

Hunter Water. (n.d.) Saving Water in Hotels and Motels: https://www.hunterwater.com.au/Resources/Documents/Fact-Sheets/Saving-Water/hotels-motels-save-water.pdf (retrieved on April 16th, 2017).

The Hotelier’s Guide to Going Green 2016. (2016). TFG Asset Management.

Sample image: staff training .10 Figure

27 EmiratesGBC Technical Guidelines. 2015.


2.2 PROVIDE TRAINING AND AWARENESS

2.2.1 Why is this step important?The water used in hotels is largely attributed to the hotel’s daily operations, such as the demand for water in the kitchens, laundry areas, pools, and for general cleaning tasks. Another significant area of demand for water is from hotel guest rooms, through the water faucets, shower heads, and toilet flushing activities. Each of these categories have potential for change, however, the human factor is determined as essential for ensuring any changes that are made are lasting.

2.2.2 How to proceed• Training can be classified into two

broad categories: a) staff-oriented training initiatives and b) guest-oriented training initiatives. Under these two camps, devise methods of training which not only promote awareness but inspire individuals to take action.

• Roll out training through various methods – be creative. Methods of engagement are outlined in the Sustainability Engagement section, See page 53.

2.2.3 Things to think about

Staff oriented training initiatives:28,29

Your staff must:

• Understand wise water use: This would include general tips as well as specific tips based on their specialization.

∙ For instance, cleaning staff must be instructed to not let the water run while they are cleaning hotel bathrooms. Ideally, your hotel should standardize housecleaning processes and educate and train staff on the specific cleaning methods that reduce need for excess water.

∙ Laundry area staff should be trained on the optimal use of machinery to ensure water is efficiency used, such as, running the laundry machines on a full load only.

• Be able to identify leaking water fixtures and toilets, and be able to report them effectively to MEP/engineering teams by having a reporting protocol set in place.

• Be able to police each other on hotel policies and practices to ensure they are being implemented. Reward employees with the best environmental track record.

Guest oriented training initiatives

Your guest must, at a minimum:

• Be informed about the hotel’s initiative to conserve water, such as specific linen-towel reuse programs.

• Be updated on overall hotel sustainability policies and practices. Many hotels adopt common best practices such as placing signage in guest bathrooms and bedrooms informing them of the amount of water used to clean their towels and linens. This has proven to be effective in reducing demand.

• Be informed about hotel’s sustainability achievements – learning about milestones will encourage guests to become a part of the ‘movement’.

• Be involved with active communication and engagement activities – at a minimum, engage guests in activities that require some input from them. This can take the form of prizes and vouchers handed out based on correctly answering a sustainability related question.

28 Hotel Manager’s Guide to Water Efficiency. (2012). 29 12 Steps Towards Sustainability Guideline. 2017. Department of Tourism and Commerce Marketing (DTCM)


2.2.4 Good to know factsSustainable best practices are found in hotels world-wide. These are easily found online. The following list showcases many innovative yet simple ways hotels either cut back on water use or find creative ways to conserve water:

• Create a standardized cleaning method which includes several commonsensical tips30:

∙ While cleaning, flush toilets only when necessary.

∙ Report toilets and fixtures that are operating poorly.

∙ Turn the faucet off while cleaning.

∙ Save open but unfinished water bottles and drain them in the landscape area.

∙ In laundry rooms, minimize the rinse cycle without compromising on cleaning quality, and use the right amount of detergent to prevent the need for an extra rinse.

2.2.5 Go the extra mile• Many hotels use a wide variety of innovative

methods to reduce water use. E.g. instead of steam cleaning carpets, train your staff on a dry powder method for cleaning carpets.

• Change window cleaning schedules – instead of cleaning them on a periodic basis, switch to an on-call or required basis.

• Use sustainable ‘green’ cleaning products. Many products are eco-certified, sustainably produced, and concentrated which means they clean more effectively than water as less quantities are needed.

2.2.6 Added benefitsStaff training and guest education is essential for the success of any hotel’s environmental program. It has been proven that when guests are engaged and are made to feel empowered, there is more buy in to the concepts of environmental stewardship31 – guests start taking shorter showers and turn off faucets when not in use. Moreover, when the staff is well trained in general and specific policies, they are also able to educate hotel guests and serve as an added means of enhanced communication.

References

EmiratesGBC Technical Guidelines for Retrofitting Existing Building. (2015). Emirates Green Building Council.

Hotel Manager’s Guide to Water Efficiency. (2012). NYC Environmental Protection. http://www.nyc.gov/html/dep/pdf/conservation/housekeeping-booklet.pdf: (Retrieved on April 16th, 2017)

30 Hotel Manager’s Guide to Water Efficiency. (2012). 31 Hotel Manager’s Guide to Water Efficiency. (2012).


2.3 PERFORM REGULAR MAINTENANCE TO PREVENT LEAKS

2.3.1 Why is this step important?Regular maintenance is essential for the increased life of all water fixtures used in a hotel that are under continuous and extensive use. This form of damage control is also known as Preventive Maintenance (PM). PM “includes all measures that are implemented on a regular basis to ensure that the equipment and systems in place do not experience any failure and they perform as needed.” (Technical Guidelines, 2015).

Maintenance works closely with having a good understanding of your hotel’s water consumption. For that, you also need to understand your hotel’s occupancy levels so you can learn the basic trends in water consumption on your property. This level of awareness also helps with all your PM work and is explained in detail below.

2.3.2 How to proceedMaintenance must begin by gaining a proper knowledge of all the water outlets in your facility. This requires more work initially but the effort will pay off substantially. Best practice states that regular upkeep of water-using fixtures in hotels has to start with an inventory of all equipment; this is followed by an audit which examines the condition and working parameters of the equipment/fixture, and finally, after a thorough analyses of the data gathered, a benchmark is established for the hotel property, or the data is measured against an external benchmark, such as a building code.

Inventory & Audit

The inventory of water fixtures in your hotel is an important first step in understanding and recording all the water outlets on your property. This is also important when you want to determine the total water consumption in your hotel.

The process starts with the creation of a spreadsheet which identifies all the types of fixtures installed. A common inventory would include the identification of common fixtures in hotels, such as the following:

• Conventional Toilets

• Urinals

• Bathroom faucets

• Showers

• Janitor sinks

• Kitchen sinks

• Dishwashers

• Washing machines

• Ice Machines


Finally, the inventory will also record:

• The total quantity of each fixture/equipment, and,

• the flow/flush rates – information of fixture flow rate is typically written either on the equipment/machine or available through the manufacturers website. Otherwise, refer to your local municipal sustainability code to learn the proper flow/flush rates for common fixture types.

• Keep a log of your consumption, and the repair needs that are discovered.

Fixture type Maximum flow rateShowerhead 8 liters per minuteHand wash basin faucet

6 liters per minute

Kitchen sink faucet 7 liters per minuteDual flush toilet 6 liters full flush,

3 liters part flushUrinal 1 liter per flush

or waterless

Table. Dubai Municipality recommendations for maximum fixture flow rates which establish the benchmark for hotels. These are used for an audit process

The above steps also constitute the inventory portion of the work. The measurement of water flow in equipment will enable you to establish your water-use baseline. Subsequent measurement of water flows and discrepancies in data can help you identify where there is a problem.

A thorough audit means that after you conduct an inventory, you will also monitor the fixtures/equipment to see if they are flowing or are working properly overtime. Water monitoring should be performed on a regular basis. It is recommended to record usage on a monthly basis in order to chart seasonal variations.

Benchmark

Determine the target flow rate of each fixture/equipment – this is based on local regulations and sustainable building criteria. Hotels can refer to the Dubai Al Sa’fat rating system or the Estidama Rating System for local recommendations. See table 1 which provides an important benchmark for common fixtures in hotels.

Building Occupancy

Tracking a building’s occupancy can be challenging in a commercial property, but since hotels keep strict records of guest numbers, the only additional headcount would include the number of people who use the common toilet facilities, and other water-using systems such as the kitchen, laundry and pool area. Over time, and with aggregated seasonal data, you will be able to accurately determine the occupancy levels in your hotel.


2.3.3 Things to think about The installation of sub-meters is not only a highly recommended step, but essential for better record keeping and for identifying problem areas in specific areas, which can save a substantial amount of time. For instance, a hotel that has established a season with low occupancy, but the second floor sub-meter readings depict high water usage, would know that there is a leak in the pipes on that particular floor.

Moreover, sub-meter readings that show more water used for irrigation during winter months, when water usage is typically low, would also indicate a leak in the outdoor water system.

Figure. Sub-metering in hotels is essential for better record keeping and for identifying problem areas


2.3.4 Go the extra mileConduct an audit of your hotels outdoor water systems. This should be followed by a proper maintenance schedule. For instance, the gardening team can be trained to check water pipes every six months to detect any leaks which can result in a lot of water wastage.

Use the facts gathered from the benchmark to realize future water saving goals – and, communicate these goals with your hotel staff and guests.

2.3.5 Added benefitsThe most notable benefit of preventative maintenance and conducting an audit of your hotel’s water system is that you also gain an understanding of inefficiencies in your equipment and installed fixtures. You can follow the audit and benchmark exercise by replacing poorly performing equipment with more efficient fixtures and systems to start saving water and gain a return on your investment, almost immediately.

2.3.6 SavingsPreventive Maintenance techniques bring in proven savings. The audit that you do, and the subsequent data that you collect, provide good baseline consumption values which you can compare with future water consumption rates. If you decide to change old and water wasting fixtures, the collection of new data can easily be measured against the old baseline to determine the effectiveness of implemented water saving measures you have taken.

References Al Sa’fat Rating System. (2016). Dubai Municipality. Retrieved on April 17th 2017: https://goo.gl/MnCBXq

EmiratesGBC Technical Guidelines for Retrofitting Existing Building. (2015). Emirates Green Building Council.


WASTE MANAGEMENT


As a result of ongoing economic growth and trade, the UAE hospitality industry has experienced a remarkable boom in the past decade. This increased activity in the industry, however, has meant more waste is produced by hotels which leads to increased carbon emissions. Some of the glaring facts from the hospitality industry32 include:

• 29% of food prepared by hotel kitchens is wasted -this number doubles in Ramadan due to iftar and suhoor banquets.

• Some hotels have been monitored to waste 3000 AED worth of food in a day. It is possible other hotels could have an even higher range.

• In addition to food, hotels are also responsible for producing waste from packaging that can reach up to thousands of tonnes – this includes excessive packaging for food and cleaning products.33

Fortunately, the field of waste management provides abundant creative methods through which waste can be eliminated with minimal impact to the environment. The process typically starts with a Waste Management Plan (WMP).

A WMP provides the best method of controlling and redirecting large amounts of waste. The process starts with an understanding of the waste management hierarchy. This is proceeded by the implementation of logical steps and methods that can effectively prevent new waste from occurring and that can help with the sorting of existing waste in the hotel facility.

Waste Management Hierarchy

A waste management hierarchy is a prioritization of waste management options based on their environmental impact. They are:

• Prevention

• Waste Reduction

• Reuse

• Recycle

• Recovery

• Disposal

Hotels can use this hierarchy to guide their overarching waste management policy and further on devise action plans that are more aligned with their operations.

INTRODUCTION

From least impact to highest impact

32 Smart Meters to Help Reduce Food Wastage in UAE Hotels. (April 1, 2017). Khaleej Times. Retrieved from: http://www.khaleejtimes.com/lifestyle/food/smart-meters-to-help-reduce-food-wastage-in-uae-hotels 33 Best practice: Waste Management. (2013). Hoteliers Middle East. Retrieved from: http://www.hoteliermiddleeast.com/18350-best-practice-waste-management/1/print/


WASTE MANAGEMENT MEASURES HIERARCHY

Reducing resource consumption and waste generated from your hotel are essential elements in improving your sustainability performance. Waste management and reduction helps in alleviating carbon emissions and increase savings that can in turn help with developing and improving your hotel. Consider implementing these waste management measures based on this waste hierarchy.

The first place for reducing your waste footprint starts with operations and services. Did you know that a material portion of organic waste generated can be reused on site, resulting in a reduced number of waste collection trips.

Reduction

Reuse

Recycling

Disposal

Mixing Waste

Most favoured

option

Least favoured

option

Prevention


3.1 IMPROVE WASTE MANAGEMENT ON SITE

3.1.1 Why is this step important?The primary aim of a hotel’s waste management is to limit the amount of waste generated onsite and to divert the waste that is inevitably created, away from local landfills. Hotels can accumulate several thousand tons of waste through their day to day operations alone. For the waste that cannot be limited, a hotel can utilize different methods to mitigate their environmental impact. All effort should be made to limit, segregate, sort, collect and properly dispose of all waste that is generated inside your hotel. This follows a structured set of steps which are outlined below.

3.1.2 What is Waste?Waste Management first starts with the identification of waste – your hotel’s waste streams. This is an important step which is especially useful down the road for sorting activities for either recycling or disposal. In a hotel, waste material can be classified into two broad categories and subcategories:

1. Non-Hazardous Waste:

a. Paper and cardboard

b. Packaging waste

c. Metal

d. Glass

e. Cooking oil

f. Food waste

g. Outdoor cuttings

2. Hazardous Waste:

a. Human waste

b. Lubricants

c. Cleaning chemicals

3.1.3 How to proceedA hotel’s operational waste management plan begins by selecting the right options from the waste management hierarchy and connecting them with select tasks and action plans:

Prevention• Hotels can limit waste generation by

targeting the source of waste itself. This means requiring suppliers and vendors to limit their packaging and to purchase in bulk so as to minimize unnecessary packaging.

• The prevention option usually covers the hotel’s procurement and purchase department and communication with suppliers is essential to influence a specific demand for more sustainable packaging of material.

• Prevention is also applicable towards the quality of products that are purchased. Refuse to buy dispensable/disposable products such as plastic drinking cups, plates, cutlery, and batteries.

• Purchase products that contain recycled material

Waste Reduction

Effective waste reduction in a hotel requires having a resourceful mind-set – to think along the lines of only taking what is needed and planning ahead in order to eliminate the need for excess products. This option can be applied virtually anywhere in a hotel and across all departments, however communication is again critical as staff and guests will not necessarily be resource-minded. The following initiatives can be taken to educate staff on the right methods of waste management:

• Reduce the use of office equipment, such as printer paper.

• Place clear signage and posters across your hotel when instructing staff on the proper handling and sorting of waste, especially hazardous waste.

• Train and encourage staff to sort waste personally and to communicate with guests to do the same.


Reuse

When purchasing non-disposable products, there are more financial and logistical reasons to look for ways to use the products more than once. In addition to purchasing non-disposable tableware, other methods that hotel staff and guests can be trained on include:

• Printing on both sides, and shredding scrap paper for reuse as packaging material.

• Printed waste paper can be reused as scrap paper.

• Reuse your used coffee grounds as fertilizer

Recycling

Recycling is the method by which waste products get a new life and are reused either for the same purpose, or transformed into different products. After prevention, recycling is the most effective means to mitigating environmental harm, which is by preventing items from ending up in landfills.

• Place recycle bins for common recyclable materials - such as glass, paper, plastic, cans – in hotel rooms or in clearly labelled containers near hotel elevators or hallways.

• Placing artistic and clearly labelled recycle bins in the lobby area sends an effective message to hotel guests that this facility prioritizes waste management.

∙ It is important that recycling bins have the same color and are visible and accessible just as trash bins are throughout your hotel. Recycling bins should be distinguishable from the general waste bins.

• Donate used but clean linen and towels to licensed local charity organizations.

• Recycling of food cooking oil is a growing trend in the UAE with several businesses in the hospitality sector signing up with local initiatives to convert cooking oil into biodiesel.

Recovery

Food waste can be effectively composted to create fertilizer that can be used to enhance soil in the hotel property. For example, a recent case study of a UAE hotel demonstrated that it was able to successfully divert 90% of its food waste from the landfill by investing in a composter.

Disposal

Despite best efforts, some waste streams such as hazardous waste cannot be prevented or recycled and have to be sorted accordingly for proper disposal. For good waste management practice, clearly outline and train hotel staff on the proper disposal procedure for all hazardous and non-hazardous chemical waste. Contact your local municipality for guidance on the collection of these items.

3.1.4 Things to think about • It is estimated that more than 26

million tons of waste was collected in the UAE in 2013. Hotels contribute a significant amount to that number.

• We may think that waste is inevitable, but waste is typically the result of inefficient use of resources, and can be heavily minimized through efficient use, reuse and recovery of existing resources.


3.1.5 Good facts to know As part of the effort to create an effective waste management infrastructure, several companies across the UAE have partnered with local municipalities to assist businesses with their waste diversion goals. Hotels are encouraged to do a web search for local recycling companies as new ventures are always starting up. A few popular and long standing companies are listed below:

• Emirates Environmental Group – an NGO that provides recycling services for local businesses in Dubai.

• Envirol – partnership with Dubai Municipality and private company; they provide recycling for used cooking oil.

• Bee’ah – Award-winning state of the art recycling facility based in Sharjah. It provides many options for Sharjah residents and businesses on how they can divert their waste. Bee’ah also has limited services for Dubai.

• Take My Junk –Dubai based service that can pick up used furniture and other hotel items for free. Items are eventually repaired/refurbished and resold at cheaper prices.

3.1.6 Added benefitsWhile effective waste management may signify an added cost to your hotel’s operations, the benefits of adopting a waste management protocol using the waste management hierarchy cannot be underestimated:

• With increased waste prevention, there is less transportation of waste to the landfill which can reduce hauling fees.

• If more waste is reused, then this can reduce the hotel’s recycling costs.

• By participating in a recycling campaign and properly disposing your waste, you can significantly reduce your hotel’s carbon footprint.

All waste that leaves a hotel contaminates natural resources eventually, whether it is land, air, or ground water. Preventing waste from leaving your property through any means mitigates this impact on the environment.

3.1.7 SavingsAn effective WMP does not typically bring in direct savings – it is more often an added expenditure to hotels as it adds to existing operational procedures. However, research and statistics clearly show that hotels are increasingly adopting waste management policies across the UAE and around the world, and more and more certifications and sustainable programs emphasize this activity.

The benefits of preventing and recycling waste clearly translate into intangible benefits for hotels as they pursue what is largely rewarding in an unquantifiable way. This sense of reward is also referred to as environmental conscientiousness and it is lucrative for hotels vying for a place in the growing eco-tourism industry.

References Bee’ah: https://beeah.ae/

Emirates Environmental Group: http://www.eeg-uae.org/?lang=en

EmiratesGBC Technical Guidelines for Retrofitting Existing Buildings. (2015). Emirates Green Building Council.

The Hoteliers Guide to Going Green in the UAE 2016 (2016). TFG Asset Management.

Waste Management Plan. (n.d.) Jumeirah Living. Retrieved April 17, 2017 from: https://goo.gl/v8eh2q


3.2 ESTABLISH AWARENESS AND BEST PRACTICES PROGRAMS

3.2.1 Why is this step important?As explained in the previous section, for a hotel to adopt effective waste diversion goals, it will have to create and establish policies and procedures which develop a culture of resource mindedness and where regular hotel operations go hand in hand with waste management protocols.

3.2.2 How to proceedContact your local municipality to learn about recycling resources in your locality. With the requisite knowledge at hand as to which waste streams can be diverted, you can now establish waste management best practices which should affect all your stakeholders. This includes not only your guests and staff, but also retail establishments and restaurants located inside your premises as well as your supply chain.

Waste Assessment – Understand the current amount of waste that is being generated in your hotel. You can hire an external company to do this audit for you, or you can train your staff to do this in-house depending on the extent of your waste management goals. Use an assessment process to determine performance, discover issues, and/or look for opportunities where improvements can be made. E.g., through assessment, you may observe that there are no recycling bins placed in hotel hallways, or there is extensive food wasted in restaurants.

Recommend improvement – Based on your assessment, you can provide solutions for waste minimization and waste diversion from landfills. For instance, you may recommend changes to procurement after discovering that the procurement department is purchasing individually wrapped toilet rolls, or that produce is being unnecessarily packed in to several smaller plastic containers.

Develop your Waste Management Plan – This is critical to ensure ongoing monitoring and management of your waste diversion goals. A good WMP also includes training, communications, and reporting of all tasks that are established in the Plan.

• Monitor your waste streams; where do suppliers needs to be contacted and where do hotel staff and guests need to be addressed.

• Establish waste management rules clearly, stating what the policy intends to achieve within the hotel.

∙ Describe waste sorting strategies – collection times, collection method, treatment of recycled material, and designated hotel staff who will do the work.

• Communicate this policy clearly in the language(s) of your employees. Try creative presentation techniques.

• Clearly communicate what compliance means, which actions will be monitored and measured, for instance, general trash bins will be audited unannounced to see if staff members are using the recycle bins at all times.

Establish your waste diversion goals – When you understand how much waste is generated in your hotel and how much of it is recyclable, it is easier to determine a 100% recycling rate. Then, start slowly – e.g. adopt a 50% waste diversion goal for metal cans, a 30% diversion goal for paper and adopt strategies that will take these rates to or close to 100%. Meanwhile, keep communicating your recycle strategy to staff through effective engagement methods (see relevant Sustainability Engagement section on page 52).

Monitor, Review, and Report – Create an observation system: Enlist staff whose responsibility is to audit recycle bins and record the amount of volume of waste collected, reused, and recycled. The staff would need to be trained on how they can analyze the data they have collected and how they can measure it against your hotel’s targets.


3.2.3 Good to know factsFood waste and garden clippings can turn into effective fertilizers which can produce rich soil for hotel landscaping grounds and food gardens. With good composting techniques, your hotel can reduce the use of fertilizing chemicals. Garden clippings can be returned back to the soil and would not need to go through incineration.

3.2.4 Go the extra mile• Create waste management brochures that are included in the training program of

new hires. Train new staff on waste processing routines, and keep training existing staff at regular intervals to serve as an effective reminder of your hotel’s WMP.

∙ Brochures can be tailored to address all stakeholders in your hotel such as guests, retail clients, and restaurant employees.

• Create a feedback loop with the staff that works on your waste processing operations – enlist their feedback and use the responses to refine your processes and routines. This will empower your staff and will greatly enhance your waste management processes.

• Provide recycling information in guest rooms and showcase your hotel’s waste management milestones.

References

EmiratesGBC Technical Guidelines for Retrofitting Existing Buildings. (2015). Emirates Green Building Council.

Waste Management Plan. (n.d.) Jumeirah Living. Retrieved April 17, 2017 from: https://goo.gl/v8eh2qf

UAE Hotels Give Waste Five-Star Treatment. (October 28, 2012). The National. Retrieved April 17th 2017: https://goo.gl/Tj7Vsv


3.3 REDUCE CONSUMPTION OF CHEMICALS AND HAZARDOUS WASTE

3.3.1 Why is this step important?A major portion of hotel staff and work is dedicated to keeping the facility clean, which includes its guest rooms, common areas, and kitchens. The products used are typically formulated using chemicals that are known as Volatile Organic Compounds (VOCs) and which may also have carcinogenic properties. Hence, green cleaning products are the preferred choice for hotels where occupants are likely to be exposed to these elements on a daily basis.

Unlike hazardous cleaning products, eco-friendly products are created using concentrated natural biocompatible (biodegradable) ingredients; they are typically third-party eco-certified and they emit less toxins into the environment such as phosphates.

It is a myth that green products are ineffective. On the contrary non-hazardous cleaning products can be just as effective as hazardous chemicals but without the harm factor.

3.3.2 How to ImplementReducing consumption/exposure to chemicals start from the very beginning – don’t purchase them to start with.

If they have to be procured for specialized cleaning and/or maintenance activities, proper protocols must be followed pertaining to their storage and disposal. These are typically provided by the product manufacturers and hotel eco certification schemes. The following measures are the most commonly recommended for hotels seeking to reduce their consumption/exposure to chemicals:

Proper Storage and Disposal: Eco hotel certification schemes such as Green Key and Green Globe provide clear storage methods for hazardous chemicals as part of their certification criteria. Examples of storage methods include, placing hazardous containers in locked rooms, and isolating containers on shelves in separate storage bins for protection in the case of leaks and accidental spillage.

Contract with Eco-Labels: The manufacturers of green cleaning products is a growing database. Several brand names have now become mainstream names and have established global distribution chains such as Ecolab, Ecover, and Diversey.


The following guide can help with understanding and selecting a green hazard-free product34:

What to Avoid What to ChooseProducts without third party eco certification Products with third party eco-certificationProducts that do not list the ingredients clearly on the package

Products that list the ingredients clearly on the package

Toxic chemicals: VOCs, EDTAs, NTAs, APEs, phosphates, chlorine, petro - chemicals, Triclosan, 2 - butoxyethanol, powdered silica, and sodium silicate

Biocompatible ingredients: sodium carbonate, bicarbonate, citrate, pine oil and citrus based solvents

Excessive, non - reusable, non - recyclable packaging

Products made with minimal packaging that can be re-used and recycled

Extreme pH levels (low or high) pH levels close to 7.0Non - Concentrated solutions Concentrated solutions that can be diluted

with water at room temperature

Pest Control and Fertilizers: If your hotel can establish an effective composting initiative, divert significant amount of food waste from the landfill and turn it into nutrient rich soil, then you can eliminate the need to purchase chemical fertilizers. Similarly, eliminating the use of harmful pesticides on your property simply requires the decision to do so. Pesticides are known carcinogens and mainstream brands show clear “Hazard” and “Warning” labels which require extensive staff training session to ensure workers remain safe.

Several local suppliers in the UAE provide safe and effective alternatives to chemical pesticides which can go a long way in preventing pests and unwanted health consequences.

3.3.3 Things to think about A green purchasing plan is ineffective if not supplemented with proper education and training of your staff. Create a solid communication strategy where staff and especially your procurement team is trained on how to identify green products and are given permission to prioritise the purchase of green products.

34 Green Purchasing Guide (n.d.).


3.3.4 Go the extra mile• It isn’t simply hazardous waste from

cleaning products – products such as batteries, computers, and printer cartridges also contain material that need to be disposed of adequately. Contact your local municipality to learn how to dispose of electronics which are environmentally hazardous if not disposed of properly.

• Create a Green Purchasing Plan (GPP): this requires a policy statement or the creation of guidelines for your hotel’s procurement team. A green purchasing plan includes clear implementation plans, lists preferred product suppliers, and also looks into target performances and reporting, such as ensuring a plan for switching all products with eco-products by a certain date.

∙ Finally, a GPP will ensure that hotel guests are informed of the clean environment that they are enjoying thanks to the hotels innovative green purchasing strategy.

3.3.5 Added benefits• Eco-friendly products go over and

beyond their stated clean chemistry: many manufacturers deploy sustainable packaging practices where products are delivered in bulk only, and often in refillable or biodegradable containers.

• Products are also more concentrated than conventional chemical products which means less calls for restocking supplies and fewer transportation costs for the manufacturer. Eco-friendly manufacturers also often avoid excess packaging.

• Many eco-friendly manufacturers reduce the embedded cost of creating their cleaning/chemical product. Keep an eye out for symbols that state the product was created using renewable energy and/or carbon offsetting.

3.3.6 SavingsPurchase of eco-friendly products is generally not a budget friendly option, but the health, safety and environmental benefits outweigh the short-term savings that your hotel might be tempted to seek. With fewer toxins and VOCs emitted into the interior environment, your hotel staff and guests will more likely enjoy better wellbeing and comfort with fewer respiratory/health problems. This also translates into more productive working hours for your staff and fewer complaints from your hotel guests as well as improved retention.

References EmiratesGBC Technical Guidelines for Retrofitting Existing Buildings. (2015). Emirates Green Building Council.

Green Purchasing Guide. (n.d.) One Simple Act for Work. Retrieved April 17th from: http://onesimpleactalberta.com/docs/purchasing.pdf


SUSTAINABILITY ENGAGEMENT


The effective implementation of sustainability-related strategies depends on the technical methods implemented and the financial capacity that can allow a property to engage in a retrofit that improves its environmental performance. Sustainability-related strategies also highly depend on:

• The genuine commitment of the hotel management team to lead change in order to achieve sustainable objectives;

• The continuous education of hotel staff and their direct involvement during daily operations; and

• The pro-active engagement of guests throughout the year.

Currently, sustainability and Corporate Social Responsibility (CSR) make up an intrinsic part of the identity and commitment of many of the largest hotel groups in the world. However, the implementation of goals and the application of theoretical concepts into a hotel’s daily operations demands continuous effort with regards to consultation and engagement.

Education and awareness are critical in order to sustain efforts that have been made. Positive communication and reward systems have been demonstrated to be effective ways to maintain sustainability measures. Whereas, audits, check-lists and the design of strict Key Performance Indicators (KPIs), work better as more formal and structured ways to include sustainability in the hotel’s processes.

To complement the technical efforts outlined in previous sections, this chapter of the 12 Steps Towards Sustainability Manual suggests the following methods as essential for effective engagement among hotel workers and guests:

• Empowering “champions” and rewarding best practices;

• Developing positive yet realistic targets;

• Strengthening internal capacity on sustainable hospitality; and

• Involving guests through events and communications campaigns.

INTRODUCTION


Social activities

Sustainability

Cost management

SUSTAINABILITY APPROACH

Sustainability is a long term plan connecting environmental, social and economic activities within the core business strategy of any hotel. It is a critical decision making process that helps your business manage its costs and adopt an environmental approach that would benefit both your staff and guests. Management support is important as they

have both an overview of the daily business operations and strategy development. Once sustainability becomes a part of the organization’s culture, it will be crucial to continuously review, update and report on your sustainability commitments.


4.1 CREATE A GREEN SCORECARD FOR STAFF AND LINK TO REWARD SYSTEM

4.1.1 Why is this step important?Sustainability is too often considered as the job of one person or one department, such as Engineering for example, as hotel sustainability will involve technical improvements such as retrofit.

Building a “green team” of empowered champions covering all departments, however, makes it much more efficient to coordinate sustainability initiatives across all hotel operations.

4.1.2 How to proceed• You will need to implement a culture of sustainability in your hotel –

start your engagement program by creating a scorecard.

∙ Create a proper action plan with relevant targets and timeframe. You need to ensure that all staff fully buy in, support and participate at a minimum level. Establish the minimum level of engagement expected from all staff.

∙ See next section for a scorecard sample

• To be successful, your engagement program has to be visible, tangible, and simple.

• Communication is key – so use a mix of mediums and messaging methods. Communicate plans, goals, and successes!

• Gather new ideas, experiment with them, and then obtain feedback in order to keep improving.

• Prepare a timeline that will enable all staff members to determine the approach they need to make to achieve targeted goals.

• Evaluate and measure progress/impact.

• Train to educate – and encourage using positive reinforcement when appropriate with rewards and recognition.

• Apply for hotel eco-certification - being awarded with a ‘green’ certification is an encouraging way of celebrating the work and achievements of the green team and ensuring the sustainability spirit continues. Certification is also a positive communication tool to let guests know the hotel is committed to sustainable practices.

4.1.3 Rewards and Incentives • With an “Employee of the Month” theme, reward the departments and teams that

stand out with the best achievements. For instance, recognize the team that is saving the most paper and/or collecting the largest number of recyclables, or acknowledge the employee that has contributed the best sustainability suggestion that month.

• Carrot/Stick approach: “name and shame” tactics can work based on the teams’ sensitivities and level of competitiveness. What is important is to be creative without demoralizing your employees.


4.1.4 Go the extra mile• Create interactive online education tools

through which employees can stay informed and be reminded of different sustainability goals. Update these tools regularly.

• Creative and sometimes humorous graphics with sustainability tips placed strategically in different areas can add considerable levity to sustainability goals and serve as a fun reminder of initiatives.

• Celebrate! Celebrate progress and recognize your best achievers. This keeps morale boosted and employees are encouraged to go above and beyond expectations. Celebrations can vary in size; they can be a result of a policy to recognize achievements at every meeting, or an email campaign or even an online article; or they can be larger events with fun activities where prizes are awarded. Whichever form your celebrations take, it is essential to keep your Green Champions motivated and other staff engaged. This ensures their commitment and encourages them to inspire others with their enthusiasm and positive actions.

A cautionary note: don’t celebrate everyone and everything – or staff might take it for granted. Make the purpose clear to staff and guests, and be generous with guest celebrations.

4.1.5 Added benefitsThere are several benefits that can result when effective efforts are made towards engaging staff and guests on sustainability:

• Increased employee retention. Research shows a 20% increase in retention rates when employees are inspired and/or empowered.

• Improved performance in sustainable actions as your strategy gains momentum.

• More employees are willing to make things happen as a tipping point is crossed and new ideas are generated.

• Potential increase in number of guests and/or potentially longer stays as people become inspired and see the benefits through adequate education and awareness goals.

References Earth Check - https://earthcheck.org/


Fleischer D., Green Teams: Engaging Employees in Sustainability, December 2009: https://goo.gl/LG5BcR (as retrieved on 27/03/2017)

Fleischer D., Green Impact, Green Teams: Ten Best Practices for Engaging Employees in Sustainability: https://goo.gl/vi9wA5 (as retrieved on 27/03/2017)

Gammon K., “The case for corporate sustainability? Better employees”, Guardian Sustainable Business, 15 October 2014, https://goo.gl/zwi4ss (as retrieved on 27/03/2017)

Green Key - http://www.greenkey.global/

Green Globe - http://greenglobe.com/


Green Scorecard SamplesDesign a scorecard or checklist which is relevant and adequate to your actual needs. To start with, you want to identify:

• If your property is ready to apply for eco-certification.

• How you want to approach improvement in your property; whether through training only or through more technical-based retrofit projects with follow-up training.

• If you would like to include sustainability within your staff and departments’ KPIs and monitor their achievements.

TFG Asset Management created a “Hotel self-audit checklist”35 which covers the areas for Organization Management, Energy Management, Water Management and Waste Management. The check-list is designed as a “Yes-No-N/A” checklist with the possibility to comment on the measures in place and their effectiveness. This checklist can be used to assess your current situation and potential for change and to help inspire more relevant questions that pertain to your particular hotel brand.

ORGANISATION MANAGEMENT Yes No N/A MeasureDoes the hotel establish a corporate social responsibility statement relating to its green initiatives?Are staff encouraged to get involved in and help shape the hotel’s green practices?Is there a Green Committee set up specifically to monitor and initiate the green programme?Is the hotel currently enrolled in any green practice accredited programme?Does the hotel track green practices progress on a regular basis?

ENERGY MANAGEMENT Yes No N/A MeasureIs the hotel actively engaged in no-cost energy saving practices?Is the hotel actively engaged in low-cost energy saving practices?Is the hotel actively engaged in high-cost energy saving practices?Have energy-saving targets been set and implemented?Are the temperatures in all hotel areas controlled to what DEWA has recommended?

Figure. Sample TFG Asset Management “Hotel self-audit checklist”.

35 TFG Asset Management, Hotelier’s Guide to Going Green in the UAE, 2016. Pic: screenshot of report’s check-list.


Hospitality-related eco-certifications such as Green Key also provide publicly accessible questionnaires for self-assessment36. This preview allows hotels to familiarize themselves with the mandatory criteria needed to comply should they seek certification. Hotels can also review the check list against their own internal initiatives and policies, learn the way the eco-certification process works, and gauge their readiness for certification.

Hence, review of these questionnaires provide a good template for data management and collection of records, and guidance on how to best manage communications with staff and guests.

The below37 provides you on the other hand with suggested KPIs relevant to the hotel areas, policies and initiatives that you are willing to monitor and eventually improve. The listed KPIs below are suggestions only, as you will need to consolidate them with targets that are already in place at the corporate level.

Figure. Green key sample self-assessment form for hotels - http://www.greenkey.global/self-assessment/

36 Green Key self-assessment, http://www.greenkey.global/self-assessment/ (as retrieved on 30/03/2017). Pic: screenshot of the questionnaire from the Green Key website. 37 Scorecard developed by DTCM

STAFF INVOLVEMENTThe management must hold periodic meetings with the staff in order to brief them on issues concerning existing and new environmental initiatives.The environmental manager must participate in meetings with management for the purpose of presenting the environmental developments of the establishment.The environmental manager and other staff members must receive training on environmental and other sustainability issues.The environmental manager must ensure that the employees are aware of the establishment’s environmental undertakings.The housekeeping service must know and accept the procedures regarding towels and/or sheets use.

ENVIRONMENTAL MANAGEMENTThe management must be involved and appoint an environmental manager from amongst the staff of the establishment.The establishment must formulate an environmental policy.The establishment must formulate objectives and an annual action plan for constant improvement.All documentation concerning the Green Key must be kept and maintained in a binder ready for inspection. The environmental manager must ensure that the Green Key criteria are reviewed annually. The establishment must establish active collaboration with relevant stakeholders.

WATERThe total water consumption must be registered at least once a month. Newly purchased toilets must not flush more than 6 litres per flush.


Success tips:

• Make sure to identify and empower staff members in charge of monitoring progress;

∙ Allow them to report to higher management

∙ Enable them with the creativity to start new sustainability initiatives.

• Provide the necessary means to simplify data collection, through online databases and technical tools.

• Be sure to communicate and celebrate milestones and achievements with all staff - sustainability is not a one-man-show but the thorough engagement of all team members!

Did you know?There are several accredited sustainability programs and certifications relevant to the hospitality industry in the UAE. Nearly all emphasize the reduction of energy and resource use in addition to other operational optimization strategies. They include:

1. Green Key – The non-profit eco-label is awarded to tourism establishments that demonstrate excellence in the field of environmental responsibility and sustainable operation. A Green Key certification indicates that a hotel has high environmental standards and uses sustainable methods of operation and technology. Green Key certification is awarded to hotels that run ecologically sound and responsible business.

2. Green Globe - Green Globe is a certification for sustainable tourism and can be applied to hotels or other tourism-related businesses that implement sustainable management and operations. The assessment includes monitoring and measuring business operations against 44 core criteria and approximately 380 compliance indicators.

3. EarthCheck – Earth Check is a scientific benchmarking, certification and advisory group for travel and tourism. It recognizes tourism operations that demonstrate environmental and social performance by providing a framework for desired outcomes for sustainable development.

4. ISO 14001 – Hotels can apply to be certified by the International Organization of Standardization for ISO 14001 which specifically sets out an Environmental Management System which can help the facility reduce resource use, energy consumption, waste and disposal costs as well as improve the hotel’s operational efficiency.


KPIs

Staff Learning & development

• No. of sustainability induction activities per quarter

• No. of sustainable trainings per employee per year

• % of employee participation in frequent updates on sustainability related matters

Guests Increase awareness & inspiration

• No. of green initiative engagement activities per guest

• % of guest participation in each activity per quarter

Community Increase awareness & inspiration

• No. of green initiative engagement activities per staff

• % of staff participation in each activity per quarter

Procurement Procure locally sourced products and services

• No. of imported products substituted with local products per year

• % of sustainable local products used on a yearly basis

Environment Setting sustainability targets

• % of electricity, water and fuel consumption reduction per year

• % of waste collected, waste reduced, waste recycled, per year (per waste category)

• % of paper usage and ink cartridges reduction

• % of guests and staff using public transportation

Events and Conferences

Green meetings & events options

• No. of green meetings and/ or events hosted per year

• % of environmentally friendly stationary provided for meetings and events

Figure. DTCM Green Scorecard sample


4.2 EDUCATE STAFF IN APPLYING SUSTAINABLE PRACTICES

4.2.1 Why is continuous training important?The need for induction training for new and old staff cannot be underestimated: the quality of daily operations depends on the instructions and dedication of your team members, which reflect on the services delivered to your guests.

Continuous training and development is critical. According to TFG Asset Management, 16% of hotel staff who leave their position do so due to a lack of training38. This is combined with 32% who cite career growth as a factor for the decision to change jobs. The need to keep your staff up-do-date on the latest topics (sustainability being one), achievements, regulations and/or policies in place is necessary.

4.2.2 How to proceedWithin your training plan for the year, and to complement the sessions that are mandated by the authorities, include trainings specifically dedicated to environmental topics and decide on their frequency, for instance, once a month.

These topics can be general (e.g. “what is sustainability?” or “what is climate change?”) or specific to a department (e.g. “how can housekeeping staff help reduce water consumption?” or “how should F&B manage food waste?” or “what is responsible purchasing?”).

Town hall meetings, team meetings and morning briefings should also systematically include a point relevant to an environmental update, e.g., how has the hotel performed with regard to energy or water consumption; what percentage of rooms participate in linen and towel change programs. All occasions to communicate results or new ideas are good and should be utilized.

If your internal training capacity is not sufficient, engage a third party organization that can support by providing customized content.

4.2.3 What language to useTo ensure that trainings and communications are effective and effectively “speak” to associates from various nationalities and cultural backgrounds, and for whom English might not be the mother-tongue, it is critical to:

• Keep the language simple: technical terms and tasks need to be associated with easy-to-digest explanations, illustrations and hands-on practical examples.

Best practice example seen in a UAE Green Key certified hotel: The Engineering department created models of items and appliances commonly used in the hotel and staff accommodation structures to visually explain how they work. For example, a toilet seat with a transparent water tank allows staff to visually understand the amount of water used when flushing and see how a dual flush system or a brick inside the tank can reduce the same amount of water while still accomplishing the task.

• Encourage and stimulate feedback, such as by placing suggestion boxes in strategic locations such as the staff cafeteria or the HR offices for instance. Staff that feel engaged and whose messages are taken into consideration are more likely to be personally involved and happier in their work environment39.

38 TFG Asset Management, The Impact of Staff Turnover of a Hotel’s Income Statement, White Paper, 2016. 39 Gammon K., “The case for corporate sustainability? Better employees”, Guardian Sustainable Business, 15 October 2014.


• Prepare communication campaigns that “speak” to the staff:

∙ use simple non-technical content, in one or two sentences maximum;

∙ make signage that is visually pleasant: sometimes pictures speak more than words;

∙ translate numbers into facts; for example, instead of saying “last year the property saved X gallons of waters” say “the amount of water saved is equivalent to X Olympic pools”;

∙ add informational stickers in relevant places, for example above switches or on mirrors;

∙ be funny and use references from popular cultures that can be understood by most employees.

Figure. Examples of creative education campaigns and messages.


4.2.4 Did you know? A survey conducted by Brighter Planet in 201040 analyzed the efficiency of internal communications between employers and their staff, and their understanding and perception of internal sustainability issues and initiatives. The results of the survey highlighted that one third of the staff were not aware of their company’s sustainability goals and strategies, and that two thirds were not aware of how to share sustainability-related ideas with their co-workers.

The survey clearly demonstrated that internal communication is key to ensure policies and initiatives are efficiently implemented and that that objectives are understood by everyone.

4.2.5 Go the extra mile• Organize self-audits throughout all

departments to ensure that best practices that were taught during formal training sessions or during town halls and morning briefings are properly implemented. These tasks can be assigned to specific staff in each area or department, with sufficient empowerment from the Head of Department (HoD) or the management to report problems and reward positive actions and results.

Best practice seen in a UAE Green Key certified hotel: cross-department audits are conducted to assess whether staff use recycling bins properly, both in the hotel and in staff accommodation facilities. The departments with the least reports of mismanagement win vouchers for drinks or cinema tickets.

• Consider joining a hospitality-related eco-certification program and ensure that all departments are informed and involved in the initiative. The various certifications that are available provide a comprehensive set of criteria that the property needs to comply with to be awarded41; they can also give your team guidance on items that can easily be incorporated into your policies, training sessions and morning briefings. The certification processes generally involve the compilation of data and documents, the implementation of signage for both staff and guests, and the conduction of trainings and meetings that discuss sustainability.

• Consider specialized green training programs that are available locally for the hospitality sector or that address building sustainability in general. Emirates Green Building Council offers training workshops in Building Retrofit methods that are adapted to a relatively non-technical audience.

40 Brighter Planet, Employee Engagement Survey, an Analysis of the Extent and Nature of Employee Sustainability Programs, Feb. 2010 41 See for example Green Key 2016-2020 Checklist and application form http://emiratesgbc.org/wp-content/uploads/2016/05/Green-Key-application-form-hotels-2016-2020.pdf


4.2.6 Savings and Added Benefits The benefits of properly training your associates and ensuring that they are continuously informed and engaged are manifold and go far beyond their role in the hotel:

Simple actions such as turning off lights and computers, and reporting leaks can have direct positive implications on reducing water and energy consumption, and therefore reducing the utility bills. Combined with a preventive maintenance plan it can increase the life and efficiency of installed systems and appliances.

Best practices implemented in the hotel can also be replicated in staff accommodation settings, allowing your property to holistically reduce its environmental impact, waste generation and also its energy and water consumption. These best practices can also be shared among staff communities and families, expanding the hotel’s role as a “tool” for social sustainable development.

References Brighter Planet, Employee Engagement Survey, an Analysis of the Extent and Nature of Employee Sustainability Programs, Feb. 2010.

Gammon K., “The case for corporate sustainability? Better employees”, Guardian Sustainable Business, 15 October 2014, https://goo.gl/zwi4ss (as retrieved on 27/03/2017)

Green Key International, 2016-2020 Checklist and Application Form: https://goo.gl/E7AxLR (as retrieved on 27/03/2017)

TFG Asset Management, The Impact of Staff Turnover of a Hotel’s Income Statement, White Paper, 2016.https://goo.gl/uzfoKq (as retrieved on 27/03/2017)

Educate staff on applying sustainable practices• Draw up a checklist for all hotel staff to

make them aware of the sustainability practices that need to be followed and implemented. This checklist should be visibly posted around all “staff-only” areas of the hotel

• Conduct regular inspections to make sure that sustainable practices are being followed

• Communication stickers or notes should be put up in specific areas to remind staff of best practice. For example, a note that reads: switch off all appliances after use in kitchen and staff common areas near the appliances or the kitchen door


4.3 ENGAGE AND RAISE AWARENESS THROUGH INNOVATIVE CAMPAIGNS

4.3.1 Why is this step important?Successful operations in the back end should make sustainability “invisible” to external parties, however, the participation of guests is equally important.

There is also a growing interest for eco-certified hotels. This can be seen with requests made for certified hotels, and online hotel reservation search engines are increasingly including “green” as a search filter. The Travel Foundation reported in 2012, that 66% of travelers surveyed wanted to be able to identify a “greener” holiday more easily.

In addition, as part of their CSR commitments, companies have generated a strong demand for hotels that can provide sustainability themed packages for their events and meetings.

Reward points and loyalty programs are very commonly used among hotel groups and their guests, and hotels need to think outside the box to identify innovative campaigns that can communicate to guests and clients.

4.3.2 How to proceed• Communications should be subtle and present the benefits of guests’ participation in the

hotel programs, such as their contribution towards change for the environmental good.

• Use electronic signage in lobbies and elevators to reduce printing wastage; TV screens in hotel rooms can welcome guests with a message that highlights environmental achievements and programs.

• Invite guests to participate in awareness activities. These can range from beach cleaning to biodiversity conservation events.

∙ Use global events such as Earth Hour to discuss key messages with your guests and communicate with them in person (sustainability should not be about signage only).

• A hotel Kids Club can use recycled materials to paint or construct, as part of their activities – involving the young guests can also support the property’s education efforts.

• Combine messages with infrastructure: provide information and encourage guests to recycle especially if guests are able to do so onsite by providing segregation bins in rooms and in public areas.

4.3.3 Things to think about • Check with your communications and marketing departments what can be

done, based on your corporate obligations and brand standards.

• The placement of the card to participate in towel and linen change is strategic, it should be visible (for instance on the bed rather than on the desk).

• Depending on the nature of guests (leisure vs. professional) and their geographical origins, sensitivity towards sustainability without compromising service expectations is important and can vary; accept cultural differences and adapt communications accordingly, for example by translating messages in various languages.


4.3.4 Did you know?• 1/3 of water consumption in a hotel is

related to guestrooms. This number is exceedingly high in hotels located in tropical zones, such as the UAE. There is a huge potential for change and large savings here.

• A 2015 report by the Center for Responsible Travel, found that one in five (21%) of people admitted that they would pay extra for accommodation facilities that have a better environmental and social record.

4.3.5 Go the extra mile• Change the strategy and language of

the card to participate in towel and linen change: instead of saying “place the card on the bed to participate”, state: “place the card on the bed NOT to participate”.

∙ Alternatively, create a default hotel policy that linens are changed every second day, UNLESS front desk is notified.

• Social media opens a range of information that you can share with current and future guests: share your success stories and engage them with sharing theirs!

4.3.6 Added Benefits and Savings• Greater participation in the linen

and towel change programs means decreasing consumption of water, energy and chemical products related to laundry practices, which factors into reduced costs. Monitor participation and progresses and try to identify the factors of increased/decreased participation.

• Engaged guests are empowered guests, and are most likely to enjoy their stay, return again, and also recommend your property to others.

References Annual Water Consumption in Hotels. (n.d.). Green Hotelier: http://www.greenhotelier.org/know-how-guides/water-management-and-responsibility-in-hotels/attachment/figure-1-annual-water-consumption-in-hotels-2/. (as retrived, April 16th, 2017).

Hawksbill Turtles Hatch on Saadiyat Island. July 06th, 2015. The National: http://www.thenational.ae/uae/hawksbill-turtles-hatch-on-saadiyat-island (as retrieved April 16th, 2017).

The Case for Responsible Travel: Trends & Statistics 2015. 2015. Center for Responsible Tourism: http://www.responsibletravel.org/resources/documents/2015%20Trends%20&%20Statistics_Final.pdf. (as retrieved on April 16, 2017).

What is an eco-lodge: A Guide to Green Accommodations. (n.d.) Green Global Travel. https://greenglobaltravel.com/eco-lodge-green-accommodations/. (as retrieved on April 16th, 2017).


The ‘12 Steps Towards Sustainability’ manual published by the Department of Tourism and Commerce Marketing (Dubai Tourism) covers the main areas where hotels can improve their operations and adopt more sustainable practices. In addition to the various and specific energy and water conservation measures outlined above, hotels can also implement sustainability strategies related to managing waste streams and modifying hotel employee behaviour by identifying Green Champions, who pave the way for an environmentally friendly facility, which research shows is an increasingly important consideration among travellers.

Dubai Tourism hopes that this manual serves as a beneficial guide for all facilities that are part of the emirate’s thriving hospitality and tourism industry, and inspires them to bring about positive changes and improvements in their operations by adopting strategies that not only reduce the carbon footprint but also enable them to minimise costs.

CONCLUSION
