CU-Bsc TTM-Loss & Prevention in Hospitality Management-Completed SLM (1)

applicable state law. The employee and/or the supervisor will, within one (1) working day following knowledge of the work-related incident, report by telephone the work-related incident to the university’s Risk Management Office. 5. The employee and/or the supervisor must complete and submit the Occupational Injury/Illness Report Form within five (5) working days of the work-related incident to the Risk Management Department. Doctor on Call Standard procedure: As the first point of contact the Telephone operator / Guest service agent should check with the guest what problem he is facing. Take down the caller’s name, room number or location of the scene, type of sickness or injury, inform the Front Office Manager or Duty manager immediately. If guest requires hospitalization then an ambulance is to be called, or alternatively a hotel vehicle may be offered depending upon the situation / condition of the guest. If the guest request to call a doctor to the hotel then: 1. The Manager on duty / Security head are to be advised about the request for the House Doctor. 2. Always call doctor who is known to the hotel. 3. Check from doctor how much his consultation fee and the same to be communicated to the guest. 4. If the doctor is not an House doctor then let the doctor and the guest communicate to finalize on the charges after his visit. 5. Also inform the doctor about guest problem and only connect to the guest if asked by the doctor. 6. Check for timing he can come in to hotel. 7. Inform the guest about the approximate time the doctor can come and visit him. 8. When doctor arrives at the Hotel, Duty Manager / Guest Relation Executive is required to escort the doctor to the guest room for assistance. 101

9. After consultation if a prescription is given to buy medicines, then arrange for the same using either the hotel car or taxi and charge the expenses to the guest account as 'Paid Out'. 10. If the guest want to pay the doctor's consultation charge form his room account then the same need to be posted on to his folio as a 'Paid out'. 11. Guest Relation staff should follow up with a courtesy call to the guest the following day to check the guests condition. 12. As per the hotel policy complimentary Fruits / flowers may be sent to the guest. 13. Duty Manager / Manager on Duty should log such information on the manager's log book and front office log book for record purpose. 14. At all times the Hotel staff are to show empathy towards the guest. 5.10 CONSTRUCTION AND RENOVATION Hotel renovation is a process of updating hotel property to meet the changing need of market and improving outdated, broken, or damaged premises. A renovation is a conversion of an old structure into a new one within the framework. It typically matches the modern needs and requirements. Complete evacuation of renovation area is necessary, although floor-by-floor or room by room renovation is sometimes possible in case of minor renovation. Additionally, renovation brings something back to life and gives a new look. Under hotel renovation, the tangible products are changed, modified, updated or improved. Some of the activities performed under renovation are shown in the figure below. Now a days, renovation has become much more than just replacing worn out walls, roofs, tiles, furniture and mattresses but the definition of today’s hotels due to increasing intense competition and continuously updating technology. It has become necessary to keep up with changing standards and technologically to satisfy guests. Renovation not only changes the looks of a hotel but also provides a chance to update technology and modernize the infrastructure. It allows a hotel to change or replace the layout and services for better comfort and convenience. A renovation cycle is usually repeated after every three years for minimum renovation (where renovation needed). Whether it is a 5 star hotel in a metro city or a small suburban hotel, renovation has become the new marketing strategy. Major hotels keep on reinventing their architectural looks and design constantly because hotels standards fluctuate regularly according to the guest’s responses. But the motto remains the same to provide to provide clean room, 102

good food and guest feels comfortable. In today’s world of competition, renovation has become new benchmark because that is what guest wants now. TYPE OF RENOVATION Renovation can be classified into three major categories minimum/minor renovation, major renovation and restoration. Types of Renovation Minor renovations – The minor renovation deals with the renovation or replacement of less durable furnishing and finishes without changing the physical layout. In minor renovation, you’re repairing, repainting and replacement of carpet, furniture, wall covering, drapery and other minor fixing required attention. The renovation cycle for minor renovation is usually repeated after every three years. Major renovations – The major renovation deals with the renovation and replacement of all furnishing and finishes and it may include change in the physical layout. Major renovation is a big step in which a hotel maybe going through floors, walls, ceilings or other places that a hotel wouldn’t usually get the chance to be in. A major renovation may include all minor renovations plus the replacement of lighting, fittings, bedding, furniture and other accessories. Hotel will make some big changes which maybe partition of a room or removing walls for increasing the area. The major renovation is usually done to increase or decrease the area of kitchen or bathroom. Floor or roof and exterior enclosure elements such as walls, windows and doors also are frequently part of a renovation. A hotel may add a new kitchen, guestroom, restaurant, banquet by moving some walls, but adding any extra rooms or space separately is not a part of major renovation. PURPOSE OF RENOVATION • You’ve possibly been confronted with this situation before: you checked into a hotel and head for your room but when you opened the door, it was not a pretty sight. The room was poorly lighted, the walls look grayish, moisture in the bathroom and there is no internet connectivity. Even if the employees’ behavior and service is good, the hotel’s image badly damages and in need of renovation. When it comes to service industries like hotel business or tourism, an apology cannot undo things went wrong. Feeling sorry doesn’t make old things new again and new things are not going to be remains new for a long time unless a hotel maintains aggressive maintenance schedule. In hotels, the purpose of renovation is to increase the life of you asset and matching with the latest infrastructure. In modern times, renovation is not only extending the buildings life but also increase the value and profit for a hotel. But the question remains that how often a hotel should be renovated. There is no prefect formula for calculating the time period but a hotel must keep an eye on 103

the competitors as well as changing trends and technological updates coming in the market. But the renovation must be worth to bring a substantial return on investment by increasing the asset value of hotel. • To fix a safety issue  In hotel renovation some safety issues like electric problems, leakages, cracks in walls are handled that must be taken care for safety and to prevent any catastrophic event. • To upgrade the functionality of the property  Renovation enhances the functioning of the hotel operations. Moreover, it should not decrease the usable space or lower the value of the establishment. To increase the comfort or and leisure of the hotel Renovation increases the comfort and leisure of the establishment. Although, the renovation should not be done solely for enhancing the aesthetic appeal or else it will end up being just a showplace, lacking the feeling of peace and relaxation. • To improve the value of the establishment  Renovation improves the value of the establishment. It is often carried out to have the best returns of the value at the time of sale. • To increase the efficiency of the establishment  Improvements in the structure such as new appliances and added insulation decrease the energy usage, thereby reducing the costs. It is observed that such energy efficient structures are an attraction to buyers due to their cost saving ability. • To update the style of the establishment  Older structures look out dated and often less attractive. Although, renovation may take place as per the new trends of the market but the timeless styles add to the sophistication of the establishment and can command a premium price from the clientele. • To prepare the building for sale.  Renovation may even take place before the sale of the establishment. Generally, neutral colours, upgrades that add value and fixing any cosmetic or functional problems help the structure to get in better shape for sale. 104

IDENTIFYING THE NEED FOR RENOVATION Hotels comprises of a large number of depreciable elements that wear out or fades with regular use and become outdated and old fashioned which require maintenance or updation to match current market trends and to maintain brands reputation. The following points helps in identifying the need for renovation. 1. Cracks, holes or chips in tiles, walls, or floors which will become more severe if not attended in time. 2. Dirty, faded, stained or worn out carpet look shabby. 3. The creakiness and showing rust on doors and windows. The sound while operating doors and window also gives an idea, if they require maintenance or not. 4. Lighting system is not working properly and it feels dark in the room. 5. Scratched, broken or damaged furniture and fixtures. 6. Water is not running constantly through taps or there are other plumbing problems. 7.Creaky, rusty and loose flooring. 8. Mould signs in the washrooms, toilets or in other such areas. 9. Worn out, dirty or stained furnishing. 10. High level of humidity and moisture in the rooms. RENOVATION PROCESS This process involves renovating a hotel property so as to give it as new and fresh look. This may include repairing and replacing furniture, finishes, soft furnishing and fittings that have become obsolete or need attention. This process is usually carried out in every 4-6 years, depending on the wear and tear of building and budget of the hotel. The following steps are carried out in refurbishing process. 1. Physical Evaluation: Physical inspection of the hotel structure is necessary to determine whether refurbishing is required or not. Physical inspection is usually carried out by executive housekeeper who checks every guestroom and areas in the building for refurbishing. After inspection, a detailed report is prepared which specify the areas required renovation and estimated budget is prepared. 105

2. Time Allocation: The expected time to complete the renovation process must betaken into account when preparing the reports and costs. The refurbishment process must be carried out in off season or during the period of low occupancy. 3. Budgeting: Budgeting is to prepare the estimation cost required for the decided project. The detail report for money expenditure is prepared for different areas. 4. Theme and Design feasibility: In this stage a theme or design is decided for the specific area. Design may be same of different for different spaces. Once a theme Physical Evidence Time Allocation Budgeting Theme and Design Feasibility Décor Preliminaries Hiring Contractors Inventory and Warehousing Pre Arrangements Procedural Guidelines Control or design is decided then a feasibility study is carried out to test the financially viability for the same. 5. Décor Preliminaries: Suitable decoration material such as fabrics, colours, finishes should be selected carefully. It should be durable, fire resistant, matching with theme and most importantly easy to clean and maintain. 6. Hiring Contractors: The refurbishment is carried out either by the hotel staff or by the contractors. A cost comparison must be done before deciding the whether a tender should be invited or not. Usually, this kind of works is handled by the contractors as it is expensive to hire new staff, preparing new uniforms, arranging training programmers and so on. 7. Equipment and Raw Material inventory and Ware Housing: Equipments and raw material required for the process must be purchased after market research. Sufficient supplies should be available in the store all time. 8. Pre-Arrangements for guests, staff and suppliers: Prearrangement for guests should be made in prior for avoiding any inconvenience and discomfort to the guests. Guest should be informed about the renovation work carried out in the premises. 9. Procedural Guidelines: Guidelines are the parameters set aside to determine a course of action. It may include planning, regulations, evaluations, policies and laws related to the project. 10. Control: Success of any project largely depends upon controlling. Controlling checks the mistakes and errors and also helps in facing challenges. It helps in testing, regulating, adjusting or verifying. Controlling is necessary at each level and in each department. SUBSIDIARY PROCESS IN RENOVATION There are four major sub processes in renovation. 106

1. Refurbishing: It involves repairing and fixing some areas or items, decorating a guestroom, and restoring the hotels’ appearance and condition. The refurbishment includes changing the furniture, curtains, fittings etc. 2. Redecoration: The process of applying paint, touching up of furniture and finishes, changing the wallpapers in rooms. It can also be used to change the style of rooms or other areas. 3. Restoration: The term ‘restoration’ is the act of returning the building structure to it’s former condition. This is usually applied for heritage hotels and some old infrastructure. It also includes repairing walls, replacing old furniture and fixtures, removing old wood floor and refinishing hard floors. 4. Remodeling: Remodeling is conversions of existing spaces and structure and the replacement of a defective area or item in the hotel and the addition of space and extensions. In this, a hotel focus on improving a structure that is defective, outdated broken or damaged. PREPARE THE GUESTS FOR THE RENOVATION Renovations are meant to create a newer and more modern establishment for the guests. So, it becomes the utmost responsibility of the management to be transparent about the construction and keep the guests updated with the on-going nuances both in person and online so as to avoid negative reviews of the guests and transform the negative perceptions of the guest about staying in an establishment in the midst of the renovation into something positive. Be Honest and Upfront during the reservations  It’s a fact that no guest wishes to arrive at an establishment to find unexpected renovations underway as everyone visits a hotel to have a restful environment. Though, the renovations are kept undisruptive to the maximum extent possible by the management but to keep thing the same under wraps becomes something disappointing. Therefore, it becomes imperative to be transparent and provide a detailed account of things to expect during each phase of renovation. Furthermore, hiding renovations from guests can leave them feeling deceived on arrival, and thus leading to negative feedbacks. Intimating guests about what to expect Upon Arrival  To cater to such problems alert on the homepages of both the independent and brand site can be placed along with linking the announcement to a landing page with details to make the guests aware of the on-going renovation as well publicizing the new spaces and photos of the 107

model rooms to help guests better understand and anticipate disruptions during their stay. Moreover, the intimation of the renovation should be such that makes guest feel that the management cares about the comfort, and ultimately, the guest feel more connected with the brand. For instance, the renovation is being carried out after reviewing the feedback of the guests, thus creating better property for their future visits. Provide an Open Line of Communication throughout the Stay. The management should keep the line of communication open to the guests and apprise the guests of the renovations to take place each day. Such communication will be appreciated by the guests as it would make them 13ealize that due consideration has been given them by taking them in the loop. This in turn will also allow the hotel to manage the expectations of guests appropriately. Generate Community Excitement on Social web.  The social media can be strategically utilized during the hotel’s renovation for it is an inexpensive way to extend a message to a number of people, a medium to keep the public informed about updates taking place in real time and to generate excitement among community about the various improvements being made. Uploading pictures of new guestrooms etc. on the webpage would spark interest in the guests for repeat patronage on the completion of the renovation. Keep the Excitement Alive Long After the Dust Settles  On the completion of the renovation the management should update the same channels, the one used during renovation about the amenities and the descriptions of the new property along with pictures to generate excitement amongst the guests. Announcing the finish of the makeover of the establishment by changing the homepage with brand new spaces, improvements and exciting changes would do the needful and will send an extremely positive note throughout. Moreover, update the web page to reveal new photos along with displaying before and after comparisons. Further, the updated page may push the guests for future reservations of the hotel. POST RENOVATION ACTIVITIES After spending millions on improving, updating or upgrading hotel rooms, kitchen, banquets, amenities or even may be the complete lobby infrastructure is changed. Now a hotel needs to flaunt it for. A hotel renovation not only changes the looks but also can be a fruitful for marketing. 108

5.11 SUMMARY • The hotels safety and security is also important because it provides shelter to those persons who are new to the town. They prefer a place to stay because the need a place where they may feel as they are safe. By seeing the events of frequent terror strike at hotels, the hotels reviewed their safety and security mechanism and upgraded the hotels with latest equipment and technologies that they found suitable in curbing the situation. • The hotels formulated policies in which they clearly mentioned that in house training to the employees are must so that they can be a supportive hand during any emergency situation. • They reviewed their security features related to room safety, floor safety, emergency evacuation doors, exit and entry points for guests and staff and many more. • The hotels also came out with their special security department and formulated guidelines pertaining to guests and its belongingness, its employees, hotel equipment, hotel resources and fund protection to be strictly followed by everyone i.e. guests and hotel staff. • The hotels also formulated action plans to fight against emergency situations created by manmade or nature. They formulated course of action to be taken in case of fire, death crisis and disaster. • From the above discussions it is clear that safety and security is an important aspect of modern tourism and why it should not be as the hotels are indulged into the business and after all they are promoting destinations 5.12 KEYWORD • Left luggage - ‘Left Luggage’ refers to luggage left by a guest who checks out of the hotel but wishes to take his luggage later. • Scrap disposal- scrap consists of recyclable materials left over from product manufacturing and consumption, such as parts of vehicles, building supplies, and surplus materials. • OTA -online travel agent. • Scanty baggage- The term Scanty Baggage refers to a guest with hand baggage. Such guests are a threat as they may check-out of the hotel without paying their bill 109

• DND - Do not disturb. 5.13 LEARNING ACTIVITY 1. Define key card system. ___________________________________________________________________________ ___________________________________________________________________________ 2. Write down the importance of security system in hotels. ___________________________________________________________________________ ___________________________________________________________________________ 5.14 UNIT END QUESTIONS A. Descriptive Questions Short Questions: 12. Define service-related complaints. 13. Explain the importance of hotel security? 14. Explain duties of main porch 15. Explain scarp disposal 16. How is renovation linked with security system? Long Questions: 11. Write down the job description of guest floor duties. 12. Explain mechanical complaints? 13. Define complaints related to food and beverage service? 14. Explain the room related complaints 15. Describe the lost and found procedure. B. Multiple Choice Questions 1. NB stands for ----------. a. No baggage b. No luggage c. No booked d. Non 2. ------------- is a process of updating hotel property to meet the changing need of market.. a. Contraction 110

b. Renovation c. Updation d. Processing 3. Employee who has an accident or incase an injury on the job should report the accident to----------- A. Supervisor b. Public safety c. Manager d. Police 4. --------------is responsible for workers compensation claim administration. A. Risk management office b. Front office c. Operational management office d. Security office 5. GRA stands for ------------------ a. Guest room attendant b. Guest register attendant c. Guest relation attendant d. Group room attendant Answers 1-a, 2-b, 3-b. 4-a, 5-a 5.15 REFERENCES References book  Hotel housekeeping third edition ,G.Ragubalan.  Hospitality Security: Managing Security in Today’s Hotel, Lodging ...By Darrell Clifton. Textbook references  Hotel housekeeping third edition ,G.Ragubalan. 111

Website  https://setupmyhotel.com/train-my-hotel-staff/front-office-training/755-front-office- department-security-functions.html  https://setupmyhotel.com/train-my-hotel-staff/securityandloss/757-types-of-safety- and-security-functions.html  https://bngkolkata.com/safety-security/  http://bcclweb.in/newpdfs/Scrap_Disposal.pdf UNIT - 6: WASTE MANAGEMENT AND POLLUTION CONTROL-I STRUCTURE 6.0 Learning Objectives 6.1 Introduction 6.2 Concept 112

6.3 Objective 6.4 Importance 6.5 Types of waste and pollutions 6.5.1 Recycling of waste 6.5.2 Decomposition of bio degradable waste 6.5.3 Chemical waste 6.5.4 Type of pollution 6.6 Summary 6.7 Keywords 6.8 Learning Activity 6.9 Unit End Questions 6.10 References 6.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Describe importance of waste and pollution management  Learn about concept of waste management  What are the types of waste and pollution  Scope and objectives of pollution control  Description of pollution control and waste pollution 6.1 INTRODUCTION Waste management in hotels is important as it is getting increasingly difficult to dispose of waste. Moreover, it makes good sense to the business. When supplies are judiciously used it saves a lot of money on raw materials. You can generate additional income by selling old resources and by reusing and recycling useful materials. Therefore, you end up decreasing the cost of waste disposal as the amount of waste produced is decreased. • Industrial activities generate waste, some of which fall under hazardous category. Continuous and proper disposal of hazardous waste is necessary for sustaining future industrial activities. There are a large number of Restaurants and Hotels in India. These hotels contribute substantially to the generation of waste .Hotel and restaurant waste contributes to around 25-30 % of the total waste generated. 113

• Pollution of various forms is a cause of great concern for the existence of life on the earth. One of the most disconcerting effects of pollution is global warming. Other direct effects include increasing health problems, mental stress and strain, increase in the number of endangered species, ecological imbalance among others. • Hotels are properties where the very high intensity of human and machine activities occur day in and day out. This is bound to produce all sorts of pollution and is subject to very stringent pollution control measures. • In tourist destinations, there will be surface transport carrying guests to and from the hotels, thereby causing great pollution from automobile emission. • Waste management in hotels is important as it is getting increasingly difficult to dispose of waste. Moreover, it makes good sense to the business. When supplies are judiciously used it saves a lot of money on raw materials. You can generate additional income by selling old resources and by reusing and recycling useful materials. Therefore, you end up decreasing the cost of waste disposal as the amount of waste produced is decreased. 6.2 CONCEPT There are a number of concepts concerning waste management, which vary in their usage between countries or regions. Some of the most general, widely used concepts include:  Waste Hierarchy: this places waste management strategies in preference of their prevention potential. The \"3 Rs\" (reduce, reuse and recycle) are crucial, and remain the most important practice of most waste strategies.  Extended Producer Responsibility (EPR): this involves including all costs associated with products - including end-of-life disposal – into the market price. It aims to impose accountability over the entire lifecycle of a product. An example of this is 'Producer- funded Recycling of Waste Batteries.'  Polluter Pays Principle: this makes responsible parties pay for damage to the environment. In waste management terms, this generally refers to the requirement that a waste generator pays for the appropriate disposal of any waste. The amount of waste that is being produced by humans has changed throughout history. In Europe, a sudden increase was a result of industrialisation, together with the growth in urban population. Due to a lack of clearance regulations, the waste in the streets started to pile up and affect the hygiene and health of the urban populations. 114

6.3 OBJECTIVE The objectives of the waste management assessment are: • to assess the activities involved for the proposed and determine the type, nature and estimated volumes of waste to be generated • to identify any potential environmental impacts from the generation of waste at the site • to recommend appropriate waste handling and disposal measures / routings in accordance with the current legislative and administrative requirements • to categorise waste material where practicable (inert material / waste fractions) for disposal considerations i.e. public filling areas / landfill. • prevent the generation of waste • promote reuse of waste • promote biological recovery of waste and recycling of materials • promote energy use of waste not suited for recycling • ensure that the treatment and disposal of waste does not cause any harmful impact 6.4 IMPORTANCE Waste management will not only save natural resources, biodiversity, and human life, it will also impact the economy in a positive way as there will be more jobs created for running an efficient waste management system. In developed countries waste is disposed into garbage disposal sites while in developing economies the waste usually ends up on streets and vacant areas. When this untreated waste is exposed to the air, it causes environmental hazards and also impacts the infrastructure. With the passage of time, waste management is becoming more important not just for environmental protection but also as a growing industry for an economy. Businesses can save money by recycling the materials they produce. This would help decrease their waste disposal costs. Moreover, having knowledge about the different kinds of waste the company is creating, would make it easier for them to find waste management services according to their need and minimize their transportation costs. In addition to this, it helps environmental sustainability by minimizing emissions of greenhouse gases and preserving natural resources which in turn promotes the good image of the business. Restaurants can 115

giveaway perishable food items to the needy instead of wasting them and causing harm to the environment. 1. PROPER MECHANISMS FOR WASTE COLLECTION Be it school, company, factories or corporate office, proper disposal of waste materials is important for each and every organization. Hence, each organization can aim at providing adequate baskets, bins and barrels for collecting waste materials to ensure good hygiene. 2. REGULAR CLEANING AND WASTE REMOVAL PRACTISES It is important that all interior spaces of any organization ranging from schools, commercial buildings, etc should be well maintained and properly cleaned. It would generally include removal of sanitary and food waste, trash and other waste materials. This would ensure a healthy working environment for public, employees, workforce, teachers, etc. 3. GREENER PRACTICES FOR CLEANING Waste can be categorized into biodegradable and non biodegradable. Furthermore, it can be sub divided into recyclable and non recyclable. Such categorization can help to clean in a better way through safe and eco friendly means. Green practices should thus be encouraged in organizations for health safety of employees. 4 Steps of Effective Waste Management in Hotels 1. Characterization and Quantification of Waste in the Hotel Industry – It is important to categorize the types and quantity of waste produced by every department of the hotel industry so that it is managed properly. For example, office waste (like papers, documents, brochures), household waste (jars, bottles, cardboard), organic waste (vegetable and fruit peels, flowers) can be segregated in color-coded bins for easy and hassle-free waste management. 2. Understand Waste Hierarchy – This concept was presented by Waste on Line (2006) provides options to manage waste by prevention, minimization, reuse, recycle, recovery and disposal which prevents a lot of waste from going to the waste stream. Recovery is the most important part of the process because some value of the material is retrieved through recycling. The last step is disposal which generally involves landfill and incineration of waste. 3. Data Analysis – Hotel industry generates a lot of waste and most of the time it is sent to the landfills without being treated properly. The first step in managing the data analysis of waste is to perform waste audit. Waste auditing is identifying the process of productivity from waste 116

management practices in hotels. With the help of trash compactors or industrial balers wastes can the volume of waste can be immensely reduced which makes it easier to handle and cost of waste disposal is reduced. Right from hospitals to hotel chains compactors of different sizes, shapes and convenience will prove to be perfect as a waste disposal tool. The organic waste in the hotel can be reduced with the help of a food composter. Composting is a biological process which needs certain temperature moisture, ventilation and carbon and nitrogen ratio. Compost is a very useful soil conditioner and fertile manure. 4. Model and framework development – A framework is developed with special focus on which can save cost on local vendors and labour cost for handling waste. It is classified into two: Profitability from Recyclable and Compostable Waste – This is the method of generating profit from the business events in a firm. The tool to increase the total profit by any methodical plan. Sustainability from Waste Management – Everything you need to survive is sustainability. When the social, economic and environmental aspects are taken care of and has all the required conditions to sustain from managing waste, any framework can survive if these three aspects are within. Managing waste in hotels is one of the major issues and ends up not being properly treated. It is mandatory for hotel industries to develop a complete framework which helps in optimizing each waste material in the industry and also reduce environmental impact. 6.5 TYPES OF WASTE AND POLLUTION Waste is defined as unwanted and unusable materials and is regarded as a substance which is of no use. Waste that we see in our surroundings is also known as garbage. Garbage is mainly considered as a solid waste that includes wastes from our houses (domestic waste), wastes from schools, offices, etc (municipal wastes) and wastes from industries and factories (industrial wastes).  Sources of Waste  Industrial Waste  Commercial Waste  Domestic Waste  Agricultural Waste 117

 Types of Waste  Biodegradable waste  Non-biodegradable waste  Recycling of Waste  Decomposition of Biodegradable Waste  Composting  Vermicomposting  Chemical waste Source of waste Sources of waste can be broadly classified into four types: Industrial, Commercial, Domestic, and Agricultural. Industrial Waste These are the wastes created in factories and industries. Most industries dump their wastes in rivers and seas which cause a lot of pollution. Example: plastic, glass, etc. Commercial Waste Commercial wastes are produced in schools, colleges, shops, and offices. Example: plastic, paper, etc. Domestic Waste The different household wastes which are collected during household activities like cooking, cleaning, etc. are known as domestic wastes. Example : Leaves, Vegetable, Peels, Excreta, etc. Agricultural Waste Various wastes produced in the agricultural field are known as agricultural wastes. Example: cattle waste, weed, husk, etc. In hotel industry waste is classified into two types: Biodegradable and Non-biodegradable waste. These two kinds of wastes are explained below: 118

Biodegradable waste Biodegradable material can be defined as a material which can be decomposed by bacteria or other natural organisms and not be adding to pollution. Biodegradable wastes are such waste materials which are and can be degraded by natural factors like microbes (e.g. bacteria, fungi and few more), abiotic elements like temperature, UV, oxygen, etc. Some examples of such wastes are food materials, kitchen wastes, and other natural wastes. Microorganisms and other abiotic factors together break down complex substances into simpler organic matters which eventually suspend and fade into the soil. The whole process is natural which can be rapid or slow. Therefore, the environmental issues and risks caused by biodegradable wastes are low. the wastes that come from our kitchen and it includes food remains, garden waste, etc. Biodegradable waste is also known as moist waste. This can be composted to obtain manure. Biodegradable wastes decompose themselves over a period of time depending on the material. Non-biodegradable waste A Non-Biodegradable material can be defined as a kind of substance which cannot be broken down by natural organisms and acts as a source of pollution. Unlike biodegradable wastes, non-biodegradable cannot be easily handled. Non-biodegradable wastes are those who cannot be decomposed or dissolved by natural agents. They remain on earth for thousands of years without any degradation. Hence, the threat caused by them is also more critical. A notable example is the plastics which are a commonly used material in almost every field. To give these plastics a long lasting effect, improved quality plastics are being put to use. This made them more temperature resistant and more durable even after use. Other examples are cans, metals, and chemicals for agricultural and industrial purposes. They are the main causes of air, water and soil pollution and diseases like cancer. Since non-biodegradable wastes are not Eco-friendly, they need to be replaced. As a part of a development of alternatives, scientists have brought forward many ides like biodegradable plastics, etc. They incorporated some biodegradable materials with plastics and made them easily and rapidly degradable. But this is quite an expensive procedure. The wastes which include old newspapers, broken glass pieces, plastics, etc. Non- biodegradable waste is known as dry waste. Dry wastes can be recycled and can be reused. Non-biodegradable wastes do not decompose by themselves and hence are major pollutants. 119

6.5.1 Recycling of Waste Recycling is the process of converting waste materials into reusable objects to prevent waste of potentially useful materials, reduce the consumption of fresh raw materials, energy usage, air pollution (from incineration) and water pollution (from landfilling) by decreasing the need for “conventional” waste disposal and lowering greenhouse gas emissions compared to plastic production. Recycling of waste product is very important as this process helps in processing waste or used products into useful or new products. Recycling helps in controlling air, water, and land pollution. It also uses less energy. There are a number of items that can be recycled like paper, plastic, glass, etc. Recycling helps in conserving natural resources and also helps in conserving energy. Recycling helps in protecting the environment as it helps in reducing air, water, and soil pollution. 6.5.2 Decomposition of Biodegradable Waste Biodegradable waste can be decomposed and converted into organic matter with the help of different processes. Composting This is the method in which waste can be decomposed and converted into organic matter by burying them in the compost pits. The wastes are composed by the action of bacteria and fungi. Vermicomposting This method involves decomposition of organic matter into fertile manure with the help of red worms. This manure is known as vermicompost. 6.5.3 Chemical waste Chemical wastes are wastes that are made from harmful chemicals which are mostly produced in large factories. Chemical wastes may or may not be hazardous. A chemical waste which is hazardous can be solid, liquid or gaseous and will show hazardous characteristics like toxicity, corrosivity, ignitability, and reactivity. A clear appreciation of the quantities and characteristics of the waste being generated is a key component in the development of robust and cost-effective solid waste management strategies. Although amongst some of the more developed countries within the region the quantification and characterization of waste forms the basis for management and intervention, elsewhere little 120

priority is given to the systematic surveying of waste arisings and the quantities, characteristics, seasonal variations and future trends of waste generation are poorly understood. Although there is a lack of comprehensive or consistent information, at the country level, some broad trends and common elements are discernible. In general, the developed countries generate much higher quantities of waste per capita compared to the developing countries of the region. However, in certain circumstances the management of even small quantities of waste is a significant challenge. For example, in the small islands of the South Pacific subregion, small populations and modest economic activity have ensured that relatively low quantities of waste are generated. However, many of these countries, particularly small atoll countries such as Kiribati, Tuvalu and the Marshall Islands, face considerable waste management challenges due to their small land areas and resultant lack of disposal options. Throughout the region, the principal sources of solid waste are residential households and the agricultural, commercial, construction, industrial and institutional sectors. A breakdown of solid waste types and sources is provided. For the purposes of this review these sources are defined as giving rise to four major categories of waste: municipal solid waste, industrial waste, agricultural waste and hazardous waste. Each of these waste types is examined separately below 1. Municipal Solid Waste Municipal solid waste (MSW) is generated from households, offices, hotels, shops, schools and other institutions. The major components are food waste, paper, plastic, rags, metal and glass, although demolition and construction debris is often included in collected waste, as are small quantities of hazardous waste, such as electric light bulbs, batteries, automotive parts and discarded medicines and chemicals. 2. Industrial Solid Waste Industrial solid waste in the Asian and Pacific Region, as elsewhere, encompasses a wide range of materials of varying environmental toxicity. Typically this range would include paper, packaging materials, waste from food processing, oils, solvents, resins, paints and sludges, glass, ceramics, stones, metals, plastics, rubber, leather, wood, cloth, straw, abrasives, etc. As with municipal solid waste, the absence of a regularly up-dated and systematic database on industrial solid waste ensures that the exact rates of generation are largely unknown. 3. Agricultural Waste and Residues Expanding agricultural production has naturally resulted in increased quantities of livestock waste, agricultural crop residues and agro-industrial by- products. It provides an estimate of annual production of agricultural waste and residues in 121

some selected countries in the region the implications of liquid and slurry waste for receiving inland and coastal waters is examined. 4. Hazardous Waste With rapid development in agriculture, industry, commerce, hospital and health-care facilities, the Asian and Pacific Region is consuming significant quantities of toxic chemicals and producing a large amount of hazardous waste. Currently, there are about 110 000 types of toxic chemicals commercially available. Each year, another 1000 new chemicals are added to the market for industrial and other uses. Most hazardous waste is the by-product of a broad spectrum of industrial, agricultural and manufacturing processes, nuclear establishments, hospitals and health-care facilities. Primarily, high-volume generators of industrial hazardous waste are the chemical, petrochemical, petroleum, metals, wood treatment, pulp and paper, leather, textiles and energy production plants (coal-fired and nuclear power plants and petroleum production plants). Small- and medium-sized industries that generate hazardous waste include auto and equipment repair shops, electroplating and metal finishing shops, textile factories, hospital and health-care centres, dry cleaners and pesticide users. The principal types of hazardous waste generated in the Asian and Pacific Region, include waste solvents, chlorine bearing waste and pesticide organophosphate-herbicide-urea- fungicide bearing waste. In particular, solvents are extensively used in the region and, as a consequence, large quantities of waste solvents are produced. Waste processing and control: The current practices employed in the management of solid waste within the Asian and Pacific Region vary considerably between the low, middle and high-income countries. The extent of application and the effectiveness of these practices are reviewed in the subsections that follow. Municipal Solid Waste (a) Collection and Transfer In many cities of the region, municipal solid waste (MSW) is gathered in a variety of containers ranging from old kerosene cans and rattan baskets to used grocery bags and plastic drums or bins. In some cities, neighbourhood-dumping areas have been designated (formally or informally) on roadsides from which bagged and loose waste is collected. Waste collection (and, where appropriate, waste transfer) frequently constitutes the major solid waste management cost for the region’s cities. A wide variety of collection systems are used including door to-door collection and indirect collection, by which containers, skips or communal bins are placed near markets, in residential areas and other appropriate locations. 122

6.5.4 Types of Pollution As stated before, there are different types of pollution, which are either caused by natural events (like forest fires) or by man-made activities (like cars, factories, nuclear wastes, etc.) These are further classified into the following types of pollution:  Air Pollution  Water Pollution  Soil Pollution  Noise Pollution Air pollution refers to the release of harmful contaminants (chemicals, toxic gases, particulates, biological molecules, etc.) into the earth’s atmosphere. These contaminants are quite detrimental and in some cases, pose serious health issues. Some causes that contribute to air pollution are:  Burning fossil fuels  Mining operations  Exhaust gases from industries and factories The effects of air pollution vary based on the kind of pollutant. But generally, the impact of air pollution ranges from:  Increased risk of respiratory illness and cardiovascular problems  Increased risk of skin diseases  May increase the risk of cancer  Global warming  Acid rain  Ozone depletion  Hazards to wildlife Water pollution is said to occur when toxic pollutants and particulate matter are introduced into water bodies such as lakes, rivers and seas. These contaminants are generally introduced by human activities like improper sewage treatment and oil spills. However, even natural processes such as eutrophication can cause water pollution. Other significant causes of water pollution include:  Dumping solid wastes in water bodies  Disposing untreated industrial sewage into water bodies 123

 Human and animal wastes  Agricultural runoff containing pesticides and fertilisers The effects of water pollution are very pronounced in our environment. Furthermore, toxic chemicals can bioaccumulate in living beings, and these chemicals can travel their way up the food chain, ultimately reaching humans. Soil pollution, also called soil contamination, refers to the degradation of land due to the presence of chemicals or other man-made substances in the soil. The xenobiotic substances alter the natural composition of soil and affect it negatively. These can drastically impact life directly or indirectly. For instance, any toxic chemicals present in the soil will get absorbed by the plants. Since plants are producers in an environment, it gets passed up through the food chain. Compared to the other types of pollution, the effects of soil pollution are a little more obscured, but their implications are very noticeable. Some of the common causes of soil pollution are:  Improper industrial waste disposal  Oil Spills  Acid rain which is caused by air pollution  Mining activities  Intensive farming and agrochemicals (like fertilisers and pesticides)  Industrial accidents Noise pollution refers to the excessive amount of noise in the surrounding that disrupts the natural balance. Usually, it is man-made, though certain natural calamities like volcanoes can contribute to noise pollution. In general, any sound which is over 85 decibels is considered to be detrimental. Also, the duration an individual is exposed plays an impact on their health. For perspective, a normal conversation is around 60 decibels, and a jet taking off is around 15o decibels. Consequently, noise pollution is more obvious than the other types of pollution. Noise pollution has several contributors, which include:  Industry-oriented noises such as heavy machines, mills, factories, etc.  Transportation noises from vehicles, aeroplanes, etc.  Construction noises  Noise from social events (loudspeakers, firecrackers, etc.) 124

 Household noises (such as mixers, TV, washing machines, etc.) Noise pollution has now become very common due to dense urbanisation and industrialisation. Noise pollution can bring about adverse effects such as :  Hearing loss  Tinnitus  Sleeping disorders  Hypertension (high BP)  Communication problem 6.6 SUMMARY • For hotels, a good waste management strategy not only results in greater operational efficiencies, it also helps conserve energy and water. • Waste elimination at source and recycling help to reduce greenhouse gas emissions at the manufacturing stage; these practices also keep waste out of the landfill, thus reducing landfill methane emissions as well. • Recycling one tonne of office paper creates 95 percent less air pollution and uses about 60 percent of the energy needed to produce the same amount of paper from trees. • As the industry is able to better assess its environmental impact, hotels are likely to come up with more creative solutions for waste reduction. • We also expect to see hotels increasingly lean toward suppliers/vendors who provide environmentally friendly materials and equipment, and to whom the hotels can hand back dry waste for recycling. • Waste production from hotel industries is one of the major issues in India because waste is not treated well. Therefore, develop a holistic framework for waste management has important role in the optimization of each waste material in hotel industry. Most of the wastes in hotels are recyclable or compostable 6.7 KEYWORD  Solid waste –The useless and unwanted products in the solid state derived from the activities of and discarded by society. It is produced either by - product of production 125

processes or arise from the domestic or commercial sector when objects or materials are discarded after use.  Biodegradable waste – A biodegradable material can be defined as a material which can be decomposed by bacteria or other natural organisms and not be adding to pollution.  Noise pollution – It is generally defined as regular exposure to elevated sound levels that may lead to adverse effects in humans or other living organisms.  Recycling - It is the process of converting waste materials into new materials and objects  Chemical waste - Chemical waste that contains radioactive elements poses particularly difficult problems of disposal. 6.8 LEARNING ACTIVITY 1. Define waste management ___________________________________________________________________________ ___________________________________________________________________________ 2. State the importance of waste management ___________________________________________________________________________ ___________________________________________________________________________ 6.9 UNIT END QUESTIONS A. Descriptive Questions Short Questions: 1. Define pollution 2. Identify and discuss chemical waste management? 3. Elaborate about the recycling waste. 4. Explain air pollution? 5. Identify the typical needs of waste management in hotel industry. Long Questions: 1. What is decomposition? Explain briefly? 2. Describe the types of waste in hotel industry. 126

3. Explain briefly about soil contamination? 4. Describe about the types of pollution 5. Explain 4 steps of effective waste management in hotel. B. Multiple Choice Questions 1. ----------- refer to the release of harmful contaminant like chemical , toxic gases, biological molecules etc., a. Air pollution b. Water pollution c. Soil pollution d. Noise pollution 2. Which of the following is one of the best solution to get rid of non-biodegradable waste? a. Recycling b. Burying waste c. Burning waste d. Reprocessing 3. Which type of waste is classified as hazardous? a. Chemical b. Household c. Commercial d. Agricultural 4. Which is source of solid waste? a. Residential area b. Public area c. Institutional area d. Dust storms 5.Which of the following is likely a characteristic of hazardous waste? a. Ignitability b. Reactivity c. Corrosively d. All the above Answers 127

1-a, 2-a, 3-a. 4-c, 5-d 6.10 REFERENCES References book  Hotel housekeeping third edition ,G.Ragubalan.  Hospitality Security: Managing Security in Today’s Hotel, Lodging ...By Darrell Clifton. Textbook references  Hotel housekeeping third edition ,G.Ragubalan. Website  https://www.safeopedia.com/definition/574/biodegradable-waste  https://www.researchgate.net/publication/235684977_RECYCLING_BIODEGRADA BLE_WASTE_USING_COMPOSTING_TECHNIQUE  https://www.vedantu.com/chemistry/biodegradable-and-non-biodegradable 128

UNIT - 7: WASTE MANAGEMENT AND POLLUTION CONTROL-II STRUCTURE 7.0 Learning Objectives 7.1 Introduction 7.2 objective 7.3 Importance 7.4 Types of waste and pollutions 7.4.1 5 R’s of effective waste management 7.4.2 Types of Disposal Methods 7.5 Summary 7.6 Keywords 7.7 Learning Activity 7.8 Unit End Questions 7.9 References 7.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Describe importance of waste and pollution  Learn about concept of waste management  Comprehend the types of waste and pollution  Understand Scope and objectives of pollution control  Practice pollution control and waste pollution management 7.1 INTRODUCTION Waste is an unavoidable by-product of most human activity. Economic development and rising living standards in the Asian and Pacific Region have led to increases in the quantity and complexity of generated waste, whilst industrial diversification and the provision of expanded 129

health-care facilities have added substantial quantities of industrial hazardous waste and biomedical waste into the waste stream with potentially severe environmental and human health consequences. Disposal and management of the growing volume of waste, which poses formidable challenges to both high and low-income countries of the region. Solid waste disposal management is usually referred to the process of collecting and treating solid wastes. It provides solutions for recycling items that do not belong to garbage or trash. Solid waste management can be described as how solid waste can be changed and used as a valuable resource. Improper disposal of municipal solid waste can create unsanitary conditions, and these conditions in turn lead to pollution of the environment. Diseases can be spread by rodents and insects. The tasks of solid waste disposal management are complex technical challenges. They can also pose a wide variety of economic, administrative and social problems that must be changed and solved. 7.2 OBJECTIVE The overall objectives of the waste management assessment are summarised below: (i) To assess the activities involved for the proposed and determine the type, nature and estimated volumes of waste to be generated. (ii) To identify any potential environmental impacts from the generation of waste at the site. (iii) To recommend appropriate waste handling and disposal measures / routings in accordance with the current legislative and administrative requirements; and (iv) To categorise waste material where practicable (inert material / waste fractions) for disposal considerations i.e., public filling areas / landfill. 7.3 IMPORTANCE Waste management in hotels is important as it is getting increasingly difficult to dispose of waste. Moreover, it makes good sense to the business. When supplies are judiciously used it saves a lot of money on raw materials. You can generate additional income by selling old resources and by reusing and recycling useful materials. Therefore, you end up decreasing the cost of waste disposal as the amount of waste produced is decreased. 130

Hotels are constantly disposing of things such as food waste, toiletries, packaging, cardboard, bedding, towels and liquids. Disposing of this waste correctly is vital for saving your business time, money and resources; not to mention the positive contribution it makes to saving the environment. Not only that, but correct waste management also makes good business sense and increases your customer loyalty. If you have the correct system in place, customers will know they are coming to a safe and clean environment, making it easy to sell your business to them. It is important that a hotel complies with waste management legislations, which includes keeping the right documentation, appropriately handling waste and only using licensed contractors.  Using refillable dispensers for soaps, shampoos, and conditioners.  Using washable fabrics and dishware instead of disposable ones.  Using water filters instead of plastic bottles.  Reducing and reusing supplies packaging materials.  Reducing the number of paper products.  Switching to LED lights. 7.4 WASTE DISPOSAL METHOD The following are the common waste disposal methods 1) Solid Waste Open Burning 2) Sea dumping process 3) Solid wastes sanitary landfills 4) Incineration method 5) Composting process 6) Disposal by Ploughing into the fields 7) Disposal by hog feeding 8) Salvaging procedure 9) Fermentation/biological digestion 1. Solid Waste Open Burning Open burning refers to burning garbage in barrels, open pits, outdoor furnaces, woodstoves, or fireplaces. Open burning of garbage is much more harmful to your health. Solid waste open burning is not the perfect method in the present scenario. Safer Alternatives 131

Following the 3Rs (Reduce, Reuse, Recycle) principle and disposing of your garbage in a safer way will help you protect your health and the environment. Reduce: Avoid disposable items. Buy products in bulk instead of individually wrapped or single-serving sizes. Buy durable products and products that can be recharged, repaired, or refilled. Reuse: Donate items you no longer need such as clothing, furniture, books, magazines, and toys to relatives, friends, or charities. Mend and repair rather than discard or replace. Recycle: Separate the recyclable items from your garbage and prepare them for collection or for drop-off at a local recycling depot. Compost: Install a backyard compost bin for composting your kitchen and yard waste or, if available, participate in your community's organics collection program. Dispose: Put your garbage out for collection or bring it to your local landfill. 2. Sea Dumping Process Ocean waste disposal has been practiced throughout human history. It consists of dumping materials from land or from a vessel or discharging them through a pipe into marine waters. Ocean waste disposal is purposeful as opposed to accidental. The discharge is directly to marine waters as opposed to indirectly through rivers or groundwater. In many instances ocean waste disposal augments the natural flow of nutrients, metals, sediments and other materials to the ocean. Substances may be in dissolved or particulate form and may range upward in size to ship hulls. In restricted areas ocean waste disposal has substantial impacts on the environment. This sea dumping process can be carried out only in coastal cities. This is very costly procedure and not environment friendly. 3. Solid wastes sanitary landfills Solid wastes sanitary landfills process is simple, clean and effective. In this procedure, layers are compressed with some mechanical equipment and covered with earth, leveled, and compacted. A deep trench of 3 to 5 m is excavated, and micro-organisms act on the organic matter and degrade them. 132

In this procedure, refuse depth is generally limited to 2m. Facultative bacteria hydrolyze complex organic matter into simpler water soluble organics. : A method of disposing of solid waste on land without creating nuisances or hazards to public health or safety, by utilizing the principles of engineering to confine the solid waste to the smallest practical area, to reduce it to the smallest practical volume, and to cover it with a layer of earth at the conclusion of each day's operation or at more frequent intervals as may be necessary. The following sections of this paper will present the important considerations in acquiring and operating a sanitary landfill. Selection of a sanitary landfill site depends upon evaluation of the site itself and upon community acceptance of the site for solid waste disposal purposes. 4. Incineration method Incineration method is suitable for combustible refuse. High operation costs and construction are involved in this procedure. This method would be suited in crowded cities where sites for land filling are not available. Incineration is the high-temperature burning (rapid oxidation) of a waste. It is also known as controlled–flame combustion or calcination and is a technology that destroys organic constituents in waste materials. New techniques are developed for this burning process, used as energy-generating methods. Also, incineration is considered a volume-reducing step to decrease the cost of landfilling. The commonly employed methods of incineration include industrial furnaces and boilers. The industrial furnace is a type of hazardous waste treatment device that uses thermal energy to recover energy or materials from wastes. It includes cement kilns, lime kilns, aggregate kilns, phosphate kilns, coke ovens, blast furnaces, and smelting furnaces; a boiler is a type of device that can be used to treat hazardous waste. Boilers use controlled flame combustion and recover thermal energy in the form of steam or heated gases It can be used to reduce the volume of solid wastes for land filling. 5. Composting process Composting process is similar to sanitary land-filling and it is popular in developing countries. Decomposable organic matter is separated and composted in this procedure. Yields are stable end products and good soil conditioners. They can be used as a base for fertilizers. The composting process involves four main components: organic matter, moisture, oxygen, and bacteria. 133

Organic matter includes plant materials and some animal manures. Organic materials used for compost should include a mixture of brown organic material (dead leaves, twigs, manure) and green organic material (lawn clippings, fruit rinds, etc.). Brown materials supply carbon, while green materials supply nitrogen. The best ratio is 1 part green to 1 part brown material. Shredding, chopping or mowing these materials into smaller pieces will help speed the composting process by increasing the surface area. For piles that have mostly brown material (dead leaves), try adding a handful of commercial 10-10-10 fertilizer to supply nitrogen and speed the compost process. Moisture is important to support the composting process. Compost should be comparable to the wetness of a wrung-out sponge. If the pile is too dry, materials will decompose very slowly. Add water during dry periods or when adding large amounts of brown organic material. If the pile is too wet, turn the pile and mix the materials. Another option is to add dry, brown organic materials. Types of Composting Mechanical Composting Vermicomposting Aerobic composting Anaerobic Composting Advantages of Composting It reduces the amount of waste we through into a landfill for decomposition. The final product is high in nutrients and nitrogen; hence can be used as fertilizer. It will reduce the cost of fertilizers. Vermi composting Vermi composting is composting. Red worms in bins feed on food scraps, yard decorations, and other natural makes a difference to make manure. The worms separate this material into excellent fertilizer called castings. Worm containers are not challenging to develop and are likewise accessible. 134

One pound of developed worms can eat up to a large portion of a pound of natural material each day. The receptacles can be measured to coordinate with the volume of food scraps that will be transformed into castings. Dung waste of the animals is added to the area, ploughed, and adequately mixed with soil. It eventually becomes part of the earth and provides essential nutrients required for the growth of crops. It helps dispose of waste successfully. Decreases the cost of fertilizers. 7. Disposal by hog feeding Hog is an animal, a domestic pig. Hog feeding is also considered an effective of disposing of waste material. Hogs eat various food; therefore, organic waste from the kitchen, yards, and grocery stores is disposed of by hog feeding. As the other disposal methods are expensive and require a more significant deal of attention, hog feeding is given preference and importance. 8. Salvaging Salvaging is described as an observed collection of solid waste for reuse. Salvaging is considered an advanced way of solid waste management. Salvaged material should be treated with care and should be avoided to mix with surrounding materials. Salvaged material is then reused by passing through different stages of recycling. 9. Fermentation or Biological Digestion Fermentation stands for the chemical breakdown of a substance by microbes, yeasts, or different microorganisms, typically including foam and the emitting of warmth. Types of Fermentation Aerobic Fermentation Anaerobic Fermentation Anaerobic Fermentation Anaerobic fermentation is carried out without oxygen. The natural part of the waste and other effectively biodegradable strong substrates must be advantageously treated to lessen their ecological effect and to regenerate energy and material. A concise decision to accomplish this objective is given by the anaerobic fermentation measures for methane production. 135

However, anaerobic strong state fermentative cycles can be utilized for the creation of significant products. Anaerobic fermentation is a compelling bioprocess for the creation of unstable unsaturated fats and another low-weight natural accumulates, for example, alcohols or lactic acid. These would then be utilized to create methyl-and ethyl-esters to be added to gasoline on account of their high-octane number. Biogas can be made while treating natural and organic waste with high biodegradability. Aerobic Fermentation Aerobic fermentation takes place in oxygen and usually is more limited and more extraordinary interaction than anaerobic aging. Oxygen is necessary for the growth of microorganisms. In some cases, oxygen is provided at the start to better develop microorganisms, and the rest process is carried without oxygen. 4 Steps of Effective Waste Management in Hotels 1. Characterization and Quantification of Waste in the Hotel Industry – It is important to categorize the types and quantity of waste produced by every department of the hotel industry so that it is managed properly. For example, office waste (like papers, documents, brochures), household waste (jars, bottles, cardboard), organic waste (vegetable and fruit peels, flowers) can be segregated in color-coded bins for easy and hassle-free waste management. 2. Understand Waste Hierarchy – This concept was presented by Waste on Line (2006) provides options to manage waste by prevention, minimization, reuse, recycle, recovery and disposal which prevents a lot of waste from going to the waste stream. Recovery is the most important part of the process because some value of the material is retrieved through recycling. The last step is disposal which generally involves landfill and incineration of waste. 3. Data Analysis – Hotel industry generates a lot of waste and most of the time it is sent to the landfills without being treated properly. The first step in managing the data analysis of waste is to perform waste audit. Waste auditing is identifying the process of productivity from waste management practices in hotels. With the help of trash compactors or industrial balers wastes can the volume of waste can be immensely reduced which makes it easier to handle and cost of waste disposal is reduced. Right from hospitals to hotel chains compactors of different sizes, shapes and convenience will prove to be perfect as a waste disposal tool. The organic waste in the hotel can be reduced with the help of a food composter. Composting is a biological process 136

which needs certain temperature moisture, ventilation and carbon and nitrogen ratio. Compost is a very useful soil conditioner and fertile manure. 4. Model and framework development – A framework is developed with special focus on which you can save cost on local vendors and labour cost for handling waste. It is classified into two: Profitability from Recyclable and Compostable Waste – This is the method of generating profit from the business events in a firm. The tool to increase the total profit by any methodical plan. Sustainability from Waste Management – Everything you need to survive is sustainability. When the social, economic and environmental aspects are taken care of and has all the required conditions to sustain from managing waste, any framework can survive if these three aspects are within. Managing waste in hotels is one of the major issues and ends up not being properly treated. It is mandatory for hotel industries to develop a complete framework which helps in optimizing each waste material in the industry and also reduce environmental impact. 7.4.1 5 R’S OF EFFECTIVE WASTE MANAGEMENT Waste management, despite being a critical determinant of a hotel’s efficiency and profitability, is often overlooked, which is quite surprising for an obvious reason. Having a cohesive waste management system not only helps businesses to reduce their impact on the environment, it also helps them improve their overall profitability. That is the reason why an increasing number of hotels are now turning to Waste Management Consultants such as HPG Consulting for help creating and implementing a well-crafted waste management plan. These are the five Rs of effective waste management in hotels. Read on. 1. Refuse The first one is simple. Refuse to use anything that your operations can do without such as the use of plastic. Governments all over the world are working to curb the use of plastic, but things will not change until every hand is on deck. For a hotel, you can start by eliminating all products that may not be necessary for your day-to-day operations. 2. Reduce Given the ever-increasing competitiveness in the hospitality industry, it is understandable for hotels to travel the extra mile to woo guests, but “excess” may not be the key to the market’s heart. From perishable items such as flowers to disposable items such as paper towels, the use of all such items can be greatly reduced with the right approach. 137

3. Reuse While many hotels have woken up to the benefits of reusing items, many still incorrectly consider it to be a compromise in as far as providing quality service to guests is concerned. The fact is most people these days understand the significance of restoring the ecological balance, and therefore, will not mind, and may even appreciate, a host that resorts to reusing items wherever and whenever possible. 4. Recycle Recycling is another key avenue through which you can greatly reduce the waste produced by your facility. In addition to buying recyclable products, you may also need to clearly classify different types of wastes based on their recyclability and/or recycling process, and make sure the standards are religiously followed by your staff. 5. Rot Lastly, rotting or composting food waste is another key component of a stellar waste management system. All hotels produce large quantities of food waste that has to be disposed, which is another notable expense. Besides going for traditional compost bins, you can also invest in food composters which let you compost large quantities of food waste without any hassles. 7.4.2 types of disposable methods 1. Disposal Methods for MSW Various disposal methods of municipal solid waste in selected countries/territories in the region 2. Open Dumping Open dumping is the most widespread method of solid waste disposal in the region and typically involves the uncontrolled disposal of waste without measures to control leachate, dust, odour, landfill gas or vermin. In some cities, open burning of waste is practised at dumpsites. In many coastal cities, waste is dumped along the shoreline and into the sea. Landfilling In the Asian and Pacific Region, the disposal of solid waste at a semi-engineered or full sanitary landfill has been adopted by cities from both low and high-income countries as the most attractive of disposal options, in Chennai do have well designed and reasonably operated sanitary landfills. A landfill/biogas power generation facility is currently beginning construction in Ho Chi Minh City and others are planned for Chennai and, possibly, Colombo. 138

In the densely populated cities and towns of the region, the land availability for landfill siting is a major constraint. Composting whilst small-scale composting of organic waste is widespread in the region, attempts to introduce large-scale composting as a means of reducing the quantities of municipal solid waste requiring disposal, or with the intention of creating a revenue stream from the sale of compost, have been met with limited success. Most of the composting plants in the region are neither functioning at full capacity nor do they produce compost of marketable value. The high operating and maintenance costs results in compost costs that are higher than commercially available fertilisers, whilst the lack of material segregation produces compost contaminated with plastic, glass and toxic residues. Under such circumstances, little of the compost produced is suitable for agriculture application. Incineration For much of the Asian and Pacific Region. The development of waste incineration facilities has been constrained by the high capital, operating and maintenance costs and by increasingly stringent air pollution control regulations. In addition, the combustible fraction of much of the generated in the low and middle-income countries of the region is relatively low, with high organic and moisture contents Industrial Solid Waste The methods employed in the disposal of industrial solid waste are broadly the same as those used to dispose Are comprise open dumping, land filling (both semi-engineered and sanitary landfilling) and incineration. In many countries, including India , People’s Republic of China, Indonesia, Malaysia, Philippines and Thailand, non-hazardous industrial solid waste is accepted at either open dumps or landfills along with municipal solid waste (although where facilities are available potentially hazardous industrial solid waste is disposed of either in secure landfills or is incinerated). In those developing countries with few waste management facilities, industrial waste is often dumped on private land or is buried in dump pits within or adjacent to the site of the industrial facility from which it has emanated. Agricultural Waste and Residues The principal disposal methods for agricultural waste, in a number of selected countries within the region. In most traditional, sedentary agricultural systems, farmers use the land application of raw or composted agricultural wastes as a means of recycling of valuable nutrients and organics back into the soil and this remains the most widespread means of disposal 139

Biomedical Waste The number of hospitals and health care institutions in the Asian and Pacific Region has been increasing to meet the medical and health care requirements of the growing population. Although city planners have long taken into consideration the provision of medical and health care institutions and services, until recent years, they, and even municipal waste management authorities, have paid very little attention to the wastes generated from these facilities, which are potentially hazardous to human health and the environment. In recent years, however, serious concern has arisen regarding the potential for spreading pathogens, as well as causing environmental contamination due to the improper handling and management of clinical and biomedical waste. Radioactive Waste Information regarding disposal practices for radioactive waste is not extensive and few systematic country surveys have been conducted. In Japan, low level radioactive waste generated from 46 operating nuclear power plants is packed into 2 000 litre drums and temporarily stored in on-site storehouses. Transboundary Movement of Hazardous Waste The Asian and the Pacific Region is under considerable pressure as a favoured dumping ground for hazardous waste, particularly as domestic pressure has been exerted on industries operating in the industrial nations to dispose of their hazardous waste in a controlled, and hence expensive, manner. 7.5 SUMMARY  Waste production from hotel industries is one of the major issues in Indi because waste is not treated well.  Therefore, develop a holistic framework for waste management has important role in the optimization of each waste material in hotel industry. Most of the wastes in hotels are recyclable or compostable.  This shows that hotels can not only make environmentally friendly contributions, but also make profits out of a proper recycling practice in a long-term.  Therefore, it can decrease pollution and slow down global warming, which is a major problem mankind is facing nowadays. Proper waste management strategy shows that a 140

thorough literature review along with experts interviews done by researcher, waste audit form for the calculation of waste volume can be prepared.  The next most important analysis is cost benefit. And the last step is to develop the best framework or model which explain the value of profitability and sustainability.  Waste Management is serious issue that needs public awareness and governmental attention immediately. 7.6 KEYWORD • Biodegradable: Capable of being breakdown by biological process. • Biodegradation: Metabolic process by which high energy organics are converted to low energy, CO2, and H2O • Biological Oxygen Demand (BOD): Amount of oxygen, used by microorganisms in the biodegradation process. • Bulky Refuse: Materials that are non-combustible including metals cans, furniture, dirt glass. etc. Decomposition: reduction of net energy level and change in chemical composition of organic matter because of actions of aerobic or anaerobic microorganisms. • Dumping: The final disposal of all refuses by uncontrolled, indiscriminate deposition on sand areas, in pits or quarries, rivers, etc 7.7 LEARNING ACTIVITY 1. Define landfills. ___________________________________________________________________________ ___________________________________________________________________________ 2. What are the 5 R’s in waste management? ___________________________________________________________________________ ___________________________________________________________________________ 7.8 UNIT END QUESTIONS A. Descriptive Questions Short Questions: 141

1. What is meant by garbage disposal? 2. What is solid waste management? 3. Define vermin composing. 4. How is bio gas generated? 5. What is meant by incineration? Long Questions: 1. What are the different types of waste disposal methods? 2. What are the advantages and disadvantages of land filling methods? 3. Explain the following a) waste compaction b) solid waste management 4. Write the advantages and disadvantages of incineration method. 5. How do you classify waste in hotels? Write few examples for each. B. Multiple Choice Questions 1. The Disposal of the screen is done by a. Sedimentation b. Flocculation c. filtration d. Incineration 2. In solid waste management, water utilization is achieved by. a. Recover, reclamation to reproduce b. Reuse, reclamation and recycling c. Recover, recycling and reproduce d. Reuse, reproduce and recycling 3. The major constituent gases produced from a landfills site are a. Carbon di oxide and methane b. Ammonia and hydrogen c. Carbon monoxide and nitrogen d. Hydrogen sulphide and oxygen 4. ------- refuses include dry animal and vegetable refuse a. Mineral b. Non combustible c. Inorganic d. organic 142

5. which of the following is done on an individual level? a. burning b. disposal c. recycling d. source reduction Answers 1-d, 2-b, 3-a. 4-d, 5-d 7.9 REFERENCES References book  Hotel housekeeping third edition ,G.Ragubalan.  Hospitality Security: Managing Security in Today’s Hotel, Lodging ...By Darrell Clifton. Textbook references  Hotel housekeeping third edition ,G.Ragubalan. Website  https://engineeringinterviewquestions.com/mcqs-on-solid-waste-and-answers/  https://byjus.com/biology/waste-disposal/  https://www.indiatoday.in/information/story/waste-disposal-and-management-all-you- need-to-know-1718288-2020-09-04  https://www.vedantu.com/biology/waste-disposal 143

UNIT - 8: CRISIS MANAGEMENT FIRE-I STRUCTURE 8.0 Learning Objectives 8.1 Introduction 8.2 Bomb threat 8.3 Terrorist threat 8.4 Death of a guest/staff in the hotel 8.5 Riots 8.6 Civil disturbances 8.7 Summary 8.8 Keywords 8.9 Learning Activity 8.10 Unit End Questions 8.11 References 8.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Describe bomb threats in hotel industry  Identify objectives of terrorist threats  State the need of security in hotel industry  List the objectives of riots and civil disturbance 144

8.1 INTRODUCTION Crisis management is the process by which an organization deals with a disruptive and unexpected events that threatens to harm the organization. The study of crisis management originated with large scale industrial and environmental disasters in the 1980’s. It is considered to be the most important process in public relations. It is a situation based management system that includes clear roles and responsibilities process related organizational requirement company wide. The response shall include action in the following areas • Crisis prevention • Crisis assessment • Crisis handling • Crisis termination The aim of crisis management is to be well prepared for crisis ensure a rapid and adequate response to the crisis, maintaining clear lines of reporting ad communication in the event of crisis and agreeing rules for crisis termination. It is consists of different aspects including. Methods used to respond to both the reality and perception of crisis. Establishing metric to define what scenarios constitute a crisis and consequently trigger the necessary response mechanisms. Communication that occurs within the response phase of emergency management scenarios. Truthfully, crisis management is not rocket science. While it requires swift and decisive action backed by a thorough plan, it doesn’t have to feel impossible. It does, however, require some basic steps, many of which can be checked off before the crisis even hits. We have addressed some of these steps specifically already, but here they are in overview: Perform thorough risk management and identify the types of crisis you are most likely to encounter. Plan for as many as possible. Appoint various crisis communicators. Train spokespeople to address various factions, such as the press, social media, shareholders, etc. 145

Creating notification systems that will help you automatically respond to various crises (think SMS texts, emails, blog posts, etc.) Develop messaging to use as soon as a crisis strikes, while you craft responses more specific to the crisis. Assess the crisis to determine how best to respond to the exact situation you are facing. Adapt your messaging to fit the situation. Make things right with stakeholders in whatever way necessary (from discount codes to customers who were inconvenienced to formal apologies for scandal, and so on). Tie up loose ends and move forward. 8.2 BOMB THREAT When a hotel receives a bomb threat, the primary concern must be always be the safety of the guests and staffs. It is required to have a bomb threat response policy to ensure the maximum margin of safety. In the event of a bomb threat and an evacuation is initiated, the exit routes and assembly areas should be searched prior to vacating the premises. All hotel guests and staff should not be allowed to re-occupy the building and resume normal activities until a search has been conducted. All hotels should prepare a emergency or contingency plan with logical and chronological steps to handle these situations. Handling Bomb threat by Front office staffs - As bomb threats are often received by phone, the person receiving the call should be prepared to obtain the below information: ( It would be ideal to prepare a checklist with the following points and kept on an area which is easily accessible by the staffs during such emergency ) 1. The time the call was received and on which telephone number or extension 2. Callers telephone number. (If the hotel is having a operator board which displays the callers telephone number). 3. The Exact words of the person making the threat. 4. Listen to any background noises such as traffic, music, railway station, loud music etc. 146

5. Note down the gender of the caller and also the approximate age. 6. Any particular accent or familiar voice. The Person who receives the threatening call should be prepared to ask the following questions if the caller did not mention the same. 1. Where is the bomb located? 2. When is it going to explode? 3. What does the bomb look like? 4. Why did you place the bomb? 5. What is your name? The caller may provide specific information by answering these questions. It would be helpful to the police and officials if any additional information is obtained. The employee receiving the call should notify their manager immediately and provide a completed Bomb threat check- list. Following actions to be taken by the hotel management team: 1. Call up urgent meeting with all HOD's on the designated area to start the emergency response plan. 2. Notify the Police or other officials responsible for handling Bomb threats. 3. Assist the Police with directions and layout of your hotel to initiate the search. 4. Immediately initiate the evacuation procedures once the same has been received from the Police. 5. The evacuation of the hotel can be similar to the fire evacuation procedure. 6. The person who attended the call should be available to give detailed explanation about the call upon request from Police. Actions to be taken after a suspicious object has been found. When an unidentified object or package is found, the finder must not attempt to move or handle it. Notify the designated emergency response room and give the below details: 1. Location of the object. 2. Reason why they consider it as a suspicious object. 3. Description of the object. 147

4. Any other useful information about the object. 5. Remove persons at risk. 6. Establish access control of the area and ensure no one approaches or attempts to move the object. 7. Endeavour to establish ownership of the object. There are been issues like legitimate property has been left behind in error by innocent persons prior to the bomb threat being received. 8. Continue the search procedure, until all areas have reported to the designated emergency response room as there will be more than one unidentified objects. 9. If an unidentified object is found, a quiet and systematic evacuation from the area should be initiated. Re-occupation of the building is a decision that must be made by senior management in consultation with the police. If the evacuation was made without a search, the premises should be searched before re-occupying the facility. Any effective Bomb Threat Procedure must be accompanied with an adequate training program. Training the essential personnel should encompass both the preventative and operational aspects of the procedure. EXPLOSION If you are in a building that experiences an explosion:  Activate the closest fire alarm and leave the building immediately.  Do not stop to retrieve personal possessions or make phone calls.  If objects are falling around you, get under a sturdy desk or table until they stop falling. Then leave quickly, watching for weakened floors and stairs and falling debris.  If there is a fire, stay low to the floor and exit the building as quickly as possible.  Do not use elevators, always use the stairs.  Cover your nose and mouth with a wet cloth or handkerchief. When approaching a closed door, use the back of your hand to feel the lower, middle, and upper parts of the door.  Never use the palm of your hand or your fingers to test for heat. If the door is not hot, open it slowly and ensure that fire and/ or smoke is not blocking your escape route before continuing. 148

 Be prepared to crawl as smoke, poisonous gases and heat rise. If the door is hot, do not open it, but try to escape through a window. If you are on a high floor, hang a white or light-colored cloth outside the window to alert fire fighters of your location.  If you are trapped in debris, do not move about or kick up dust. Shout only as a last resort when you hear sounds and think someone will hear you. Shouting can cause you to inhale dangerous amounts of dust. 8.3 TERRORIST THREAT The Task Force defines terrorism as \"a tactic or technique by means of which a violent act or the threat thereof is used for the prime purpose of creating overwhelming fear for coercive purposes\". It classified disorders and terrorism into six categories  Civil disorder – A form of collective violence interfering with the peace, security, and normal functioning of the community.  Political terrorism – Violent criminal behaviour designed primarily to generate fear in the community, or substantial segment of it, for political purposes.  Non-Political terrorism – Terrorism that is not aimed at political purposes but which exhibits \"conscious design to create and maintain a high degree of fear for coercive purposes, but the end is individual or collective gain rather than the achievement of a political objective\".  Anonymous terrorism – In the two decades prior to 2016–19, \"fewer than half\" of all terrorist attacks were either \"claimed by their perpetrators or convincingly attributed by governments to specific terrorist groups\". A number of theories have been advanced as to why this has happened.  Quasi-terrorism – The activities incidental to the commission of crimes of violence that are similar in form and method to genuine terrorism but which nevertheless lack its essential ingredient. It is not the main purpose of the quasi-terrorists to induce terror in the immediate victim as in the case of genuine terrorism, but the quasi-terrorist uses the modalities and techniques of the genuine terrorist and produces similar consequences and reaction. For example, the fleeing felon who takes hostages is a quasi-terrorist, whose methods are similar to those of the genuine terrorist but whose purposes are quite different. 149

 Limited political terrorism – Genuine political terrorism is characterized by a revolutionary approach; limited political terrorism refers to \"acts of terrorism which are committed for ideological or political motives but which are not part of a concerted campaign to capture control of the state\".  Official or state terrorism – \"referring to nations whose rule is based upon fear and oppression that reach similar to terrorism or such proportions\". It may be referred to as Structural Terrorism defined broadly as terrorist acts carried out by governments in pursuit of political objectives, often as part of their foreign policy. 8.4 DEATH OF A GUEST/ STAFF IN THE HOTEL Every front desk, security, or housekeeping manager will have to deal with the issue of death in their hotel. It is not a pleasant scenario when a guest is found dead, but it is a situation that requires immediate action, tact, and most importantly, discretion. Knowing the appropriate steps to take ahead of time can make dealing with this easier and enable the hotel and its staff to return to some semblance of normalcy quicker. Not counting death resulting from criminal activity, guest deaths will typically fall into one of two categories: those resulting from natural causes or illness and those resulting from suicide. Unfortunately, the manner and categorization of a guest’s death will determine what actions a hotelier must take to preserve the scene for authorities, safeguard the guest’s personal property, and coordinate a removal and clean-up strategy that does not call undue attention to the situation while maintaining the hotel’s reputation. Death from natural causes or illness Death resulting from natural causes or illness that occur on hotel premises are typically much easier to handle than those that occur as a result of a suicide. The place where the body is found is generally not considered a crime scene and usually does not warrant intensive investigation by civil authorities. However, it is imperative to remember that it is not the hotel’s responsibility to determine a cause or the nature of a guest’s death; leave that to the police and coroner. The hotel’s responsibility in this situation is pretty straightforward. Whether it is a housekeeper, security officer, or hotel manager who discovers a potentially deceased victim, the first responsibility must always be to check the body to determine that the guest is actually dead and not merely asleep, suffering a stroke or heart attack, or has lapsed into a state of unconsciousness. Shake the guest and check for a pulse and listen for breathing. Absent these vital signs, notify the hotel switchboard or front desk using a land-line telephone or cell phone. Do not use a two-way radio or walkie-talkie as news of the 150