facilities management chapter #1

Smoke detector

A photoelectric or ionization device that reacts to the presence of smoke

Management contract

An agreement between the owner/developer of a property and a professional hotel management company - The owner/developer usually retains the financial and legal responsibility for the property, and the management company receives an agreed-upon fee for operating the facility

Key control

The coordinated effort to establish and maintain the security of a property's locking systems

Where does the asset manager fit into the CapEx management?

• In some cases, the planning and even the execution of CapEx is under the oversight of an asset manager

What are the possible consequences of failing to update building plans as changes are made?

• Lack of updated, current plans can result in excess costs and delays from contractors

What is pulping? What are its benefits to the hotelier?

• Pulping: pulping machine mixes food waste with water, grinds it up (like a garbage disposal), presses it and as a result extracts water from the tank in which the waste is ground. It then expels the pulp into a holding bin. * Benefits • Waste does not enter the sewage system. • The pulper recycles the water it used during the grinding process. • Pulpers handle typical food service waste. • Garbage volume is dramatically reduced, those lowering costs. • Also makes it easier to handle for eventual composting

What are some examples of energy load reduction? What five broad areas of opportunity are available for energy conservation and cost savings?

• Reducing energy loads (e.g. window films, low volume showerheads/toilets, roof insulation) • Opportunities for energy conservation and cost savings: 1. Improving efficiency 2. Reducing operating hours 3. Reducing the load being supplied 4. Recovering and reusing waste energy 5. Using the least costly energy source

Submetering

A method of tracking and recording energy usage by department or function such that usage can be accurately matched to specific operations (e.g. laundry) and charged to those operations (if desired)

Why is there sometimes a question over whether to allocate an expense to the POM, reserve for replacement, or capital account? When are such questions likely to arise?

• Disagreements in management contracts • Under most contracts, the operator generally needs the owner's approval to spend the reserves • Getting this approval can be difficult when the operator and the owner disagree over whether the expenditure should come from the POM budget, the reserve account, or the owner's capital (when removed from POM, it decreases income before fixed charges, if it is after, management fee will be higher)

What are some of the challenges facing lodging and food service operators with regard to fire safety? How can an operator deal with these challenges?

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What factors affect the size of the maintenance staff?

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Why should managers be motivated to address safety and security issues, in regard to fire safety?

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Inventory record

A maintenance recordkeeping system that keeps track of the equipment and other items in physical inventory

Ecotourism

A segment of the tourism market that places high value on the"environmentality" of a destination

Preventive maintenance

- Maintenance stressing inspections, lubrication, minor repairs or adjustments, and work order initiation - Generally performed using manufacturers' information as a guideline

MSDS

- Material Safety Data Sheets - OSHA-mandated forms that inform employees about potentially hazardous materials used in the workplace, how to work safely with these materials, and what to do in case of an accident. - Vendors and suppliers of hazardous materials must provide an MSDS for each product - These forms must be available to employees

What are the three major categories of costs of hospitality facilities? Which of these are the responsibility of the facilities manager? Of the costs that are the responsibility of the facilities manager, which one is most variable? Why?

1) The Costs of Development and Construction • Construction, FF&E (furniture, fixtures, and equipment), development, financing • Pre-opening and shortfall reserve costs - not commonly found at this level of cost for other types of facilities 2) The Costs of Operation • Two principal cost entries on operating/income statement pertaining to facilities operation are the: 1. Property operation and maintenance (POM) account: includes all labor and fringe benefit costs in the maintenance department, maintenance supplies, and expendables, and all contract maintenance costs. • Labor and fringe benefits costs are usually about ½ of the POM expenditure • The high absolute cost of POM will generally correlate with initial construction costs. 2. Utilities account: includes electricity, fuel, stem, and water • The major expenditure is electricity • Fuel includes: natural gas, oil, and propane • Steam cost: heating energy from steam purchased from a local district heating system or from a central heating plant for those in mixed-use complexes • Water costs: potable (drinkable) water purchases and sewage charges • Vary by type of property, but not as greatly as the POM expenditure • Hotels pay around 10% of revenue for these two items, with POM usually the larger of the two • Facilities managers have oversight responsibilities for a large amount of property expenses * Repair and maintenance (R&M) costs for restaurants do not include labor, for hotels, the R&M (POM) account includes labor 3) The Costs of Renovation and Modernization • Capital expenditures (CapEx): one large expenditure category that is facilities-related • Includes "the replacement of worn-out furniture, finishes, and soft goods" • CapEx must also cover wear and tear, obsolescence, regulatory requirements such as the Americans with Disabilities Act (ADA) and life safety, franchise product demands, changing technology, market demand for product change, and replacement and renovations of building components and heavy equipment • Facilities manager's duties is to recognize the unique/expensive nature of CapEx, plan for its needs, and mange its implementation • Maintenance, operation, and renovation are ultimately entrusted to engineering

What are the five commonly recognized hazardous substances? What danger potential does each present?

1. Toxic: cause damage to health, physical or mental impairment, or death (e.g. pesticides) 2. Flammable: can easily be ignited by spars or flames and cause fires. Of particular concern are those liquids with low flash points (e.g. solvents and fuels) 3. Explosive: capable, by chemical reaction within themselves, of producing such a temperature, pressure, and speed to cause damage to the surroundings 4. Corrosive: materials that destroy other materials by chemical reaction. When in contact with human tissues, these substances may cause burns and destroy tissue. At greatest risk are skin, eyes, the lungs, and stomach. (e.g. oven/toilet cleaners) 5. Infectious: contain viable microorganisms and their toxins (e.g. medical waste or contaminated food)

Equipment data card

A card used for all major pieces of equipment to record facts and information of importance for maintenance purposes

Outsourcing

A practice in which facilities services are provided by contract service firms rather than by in-house staff

Single-station smoke detector

A smoke detector containing an integral alarm powered by a dedicated electrical circuit

Stairwell pressurization system

A system that increases the air pressure in stairwells, thereby keeping the stairwells relatively smoke-free during a fire

What are the roles fulfilled by facilities in the hospitality industry?

• Great satisfaction: contributes to the ambiance, experience, and comfort of the guest • Safety is the most important role • Manufacturing plant: creation and delivery of services and products • Facilities house and interconnect the equipment and systems that allow operation to function • Facilities are the workplace for employees, so back of house should be efficient, comfortable, and safe • Facilities help to define the industry and provide identity in the marketplace (Identify various hospitality business by the appearance of their facilities) • Industry growth comes as a result of additions to the number or size of facilities • Hospitality industry remains a service that requires a unique facility to produce and deliver its service • Facilities management business: provide services such as housekeeping, grounds, and physical plant management to hospitality companies, schools, universities • Facilities provide owners with a return on investment in two ways: 1. Location where business generates operating profit 2. Hospitality firms enjoy a portion of their return in the change in market value of their property (i.e. real estate) • Facilities play a key role in the amount of revenue generated at the property (e.g. rooms, meeting spaces, restaurants, recreation) • Existence of facilities may draw guests to your property

What are the basic activities associated with preventive maintenance?

* Preventive maintenance: inspections, lubrication, minor repairs or adjustments, and work order initiation • Generally performed using manufactures' info concerning maintenance needs as a guideline, coupled with a healthy dose of good mechanical knowledge and common sense • May also be performed to comply with code requirements, corporate requirements, insurance standards, in response to the overall usage of the equipment and the impacts of the equipment operating environment • May result from test and inspection activities that indicate action is needed

What are examples of re-use? Recycling? Waste transformation?

* Reuse: means of waste reduction has been practiced in the hospitality for many years • Does not have to happen on the property itself - used linens can be donated to shelters or other charitable organizations • Furniture and equipment from renovations is often sold to liquidators or in other ways reused and given an extended lifetime * Recycling: means of conservation that can be turned into a revenue stream • Price varies geographically due to proximity to potential processors and the users of recycled materials as well as the degree of development of recycling in the area • Variations over time occur due to market forces that are related not only to the supply of materials but also to the demand for recycled products • Usually in the savings in waste haulage rather than in the money received for the recycled products • Recycling effort focuses on: glass, metals, plastics, paper, cardboard, yard waste • Glass: separate by color; use glass crusher to reduce volume; clean product without lids is better; recycle reusable bottles for deposit refund • Metals: metal beverage containers (aluminum) and food cans (steel/tin); aluminum is worth more; food cans need to be clean and without their labels; can crushing can reduce volume • Plastic: cleanliness and separation • Paper: separate various types of paper if large amounts exist for more money • Cardboard: stable market; lends itself to on-site collection, compression, and baling; day-to-day accumulation of scrap or during renovations/replacements • Yard waste and seaweed from beach: compost can create a soil and fertilizer source • Purchasing records allow you to identify the potential volumes of recyclable materials * Waste transformation 1. Incineration: at the unit level or in a large waste-to-energy facility. • Unit-level is often the option of choice where landfill disposal is not feasible. • If heat recovery is combined with incineration, the process is highly efficient and, minimally harmful to the environment if recyclables and potentially toxic materials are removed from the waste before burning. 2. Pulping: pulping machine mixes food waste with water, grinds it up (like a garbage disposal), presses it and as a result extracts water from the tank in which the waste is ground. It then expels the pulp into a holding bin. • Waste does not enter the sewage system. • The pulper recycles the water it used during the grinding process. • Pulpers handle typical food service waste. • Garbage volume is dramatically reduced, those lowering costs. • Also makes it easier to handle for eventual composting

POM

- Property operation and maintenance - One of two principal cost entries (with utilities) in the hospitality industry detailing ongoing costs of operation following construction of the facility

R&M

- Repair and maintenance - Generally applied to costing procedures, R&M comprise the maintenance expenses incurred in the regular and unanticipated repair and maintenance of a property's physical assets

TAB

- Testing, adjusting, and balancing - In the building commissioning process, TAB is one of the verification elements that ensures the quality of the installation of systems in the facility (e.g. the HVAC and water systems)

Reuse

- The practice of using items ore than once, thereby substantially reducing trash and throwaways - Typical reuse items: Beverage containers, beer kegs, shipping trays, and pallets

What are potential motivations for initiating environmental programs?

1. Economic Considerations • Reduction in energy, reductions in emissions from power plants that consequently produce less electricity • Paybacks from conversions (e.g. reduced maintenance costs) • Cost of waste disposal can be reduced by implementing a recycling program • Rely on the beauty and visual appeal of the natural environment as a key feature 2. Regulatory Issues • Legislation requiring recycling, restrictions on water use due to shortages, emissions, and discharge regulations, and other environmental limitations • Environmental impact must be addressed from the feasibility stage of new product development through operations and into renovations - all within the context of regulations. • Failure to do so can jeopardize new development and result in fines and penalties 3. Market Factors • Role of market factors has several dimensions: • Market segments that put a high value on the "environmentality" and seek this in their purchases (i.e. ecotourism market) • Dimensions of environmental concern (e.g. air, water quality, food safety) that are pertinent to global tour operators. Tour operators have begun to require that businesses with which they deal comply with standards promulgated by the tour industry to provide incentive to be concerned about the environment • Increasing requirements by the global business community for supplier/vendor environmental certification through the ISO 14000 standards series (Environmental Management Systems) means customers will be looking for ISO certification and hospitality companies will also be looking for this certification. • In the near future, certification may be a requirement of doing business • Coalition for Environmentally Responsible Economies has developed its Green Hotel Initiative, which aims to get its corporate members to include environmental considerations when making lodging purchasing decisions • "Green meetings" movement which aims to reduce the environmental impact of meetings and conventions (e.g. recycling, menu choices, offset impacts of travel) • A broader social responsibility of firms may be one byproduct of globalization • Recognition of global citizenship came with recognition of global impact • Hospitality affects environment, non-hospitality firms affect hospitality firms 4. The Social Responsibility Dimension • Many firms recognize the interaction of environmental policy with corporate social responsibility • The items considered to be part of an environmental program can and will vary depending on the company, location, etc.

What are the principal benefits of CFMS/CMMS?

1. Larger operations often control primary building systems (e.g. HVAC) by computer 2. Capability of these systems varies, with the most sophisticated not only controlling equipment operation and building comfort but also fire protection interfaces, security, and electric power management 3. Preventive, scheduled, and guestroom maintenance and work orders can all be established on computerized systems. These systems can also direct this work to the appropriate staff, account for the time and materials used on the task, and establish a record of the work 4. Computer does central coordination and recordkeeping, but work orders can be printed, faxed, or dispatched via pager or PDA; communication can be via phone, pager, or PDA; data can be input through keyboard, electronic transfer, or barcode reader. 5. CFMS/CMMS help bridge the gap between housekeeping and facilities • Multilingual precoded information. Use telephone signal to have computer create work order and sends it to appropriate employee via pager. Employee enters the work order number to indicate the task is done. • Makes process more efficient 6. CFMS/CMMS improves productivity and provides for more complete records 7. Provides the basis for more knowledgeable and well-advised decisions • Generate info: maintenance backlogs, average time to respond, employee productivity, types of repairs, location of repairs, and a host of other databases can be created 8. Set up CFMS/CMMS can be set up so corporate manager can oversee unit level facilities from a remote location; can solve operational problems 9. CFMS/CMMS allows for integration of building plans and specifications (not really used in lodging) to effectively and efficiently manage, plan, and allocate the space they occupy 10. In the future, many CFMS/CMMS will use an Internet connection for building monitoring and energy management, thus allowing professionals and outside vendors to have access to historical and real-time info about the building and its systems

Room data card

A card used to record information concerning the basic characteristics and major elements of an individual guestroom

Rooms checklist

A checklist used for guest room (preventive) maintenance, usually listing all the items in the guest room and providing a brief indications of the type of inspection, lubrication, or cleaning activity to be performed

Facilities benchmarking

A continuous-improvement initiative of developing numerical and other standards to allow comparison of a given facility to itself and to other properties or facilities

Smoke damper

A device installed in ductwork that inhibits the movement of smoke

Fire damper

A device installed in ductwork that limits the spread of fire, usually activated by the melting of a link that holds it in its normally open position

Smoke sensor

A device that controls smoke by operating smoke dampers and by shutting down the air handling system when smoke is detected

Heat detector

A device that reacts to the absolute temperature in a location (fixed-temperature detectors), to a change in the temperature of a space (rate-of-rise detectors), or to a combination of the two (rate-compensation detectors) - Likely to be used where smoke detectors function poorly, such as in dusty locations

Control schematic

A document showing the relays, timers, fuses, switches, and basic wiring of controls within equipment

Environmental impact statement (EIS)

A document stating the effect a planned construction project will have on the surrounding community

Land-use planning

A facilities development function in which careful and appropriate planning and management is applied to existing real property, structures, and natural resources to preserve the cultural and social fabric of surrounding community

Guestroom maintenance

A form of preventive maintenance involving the inspection of a number of items in the guest room, minor lubrication of doors and other equipment, repair of obvious small problems and, when needed, the initiation of work orders for more substantial problems or needs

Preventive maintenance schedule

A schedule for maintaining elements of the building that are critical to guest satisfaction, overall property image and marketing, safety and security, and the performance of other departments' duties

What are some possible measures of maintenance department productivity? What are the pros and cons of using these measures? What steps can be taken to improve maintenance productivity?

• Benchmark facilities service to provide insights into effective areas and those needing improvement. The desired result is improved cost control and better service • Benchmark utilities based on cost per room as a percent of revenue • Costs are best compared on a per-square-foot or -square-meter basis * Benchmarking tools: • Environmental Protection Agency launched the Hospitality Benchmarking service • Tourism Partnership provides a fee-based environmental benchmark service • Federation of Hotel & Restaurant Associations of India use this service to obtain environmental benchmarking of their performance • Compare performance with similar periods in previous years or monitoring long-term trends in performance is readily done. • Internal benchmarking gets around the challenge of comparing like with like, but can result in a complacent attitude * The creation of benchmarks for the POM budget can be expressed in total expenditures per room or as a percent of revenue • Facilities labor per room could also be compared (staff per 100 rooms or rooms per staff member) • Per-room benchmark can make comparison misleading; commercial real estate firms might use facilities staff FTE per unit area * Computerized maintenance management systems has significantly increased the ability of manager to use other benchmarks: • Work orders completed per unit time: total by trade, location, piece/type of equipment, and employee • Work order backlog: total by trade, location, age, and employee • Work order response time: total by trade, location, age, and employee • Work orders created: total by location, employee, department, and time of day

What are management's general responsibilities with regard to the maintenance function? Why is knowledge of the facility important for all managers?

• Building engineer has budgetary responsibility for utility, POM, and often CapEx, these funds are really spend for guests and other departments • Actions and expectation so other departments need to be the same as those in facilities if the customers -- paying and internal -- are to have their needs met * Five major areas 1. Safety and security • Safety is always the first concern • Often responsible for the proper operation of building systems installed specifically to provide a safe and secure environment (e.g. fire, water purification/treatment, locking/security systems) • Proper repair and operation of equipment and systems are required (e.g. furniture is god, no electrical shorts) • Standards, methods, and procedures used to maintain and care for facility • Safety of the facility and its guests as part of the renovation "construction zone" 2. Legal and regulatory compliance includes attention to local building codes, health department regulations, emissions and environmental requirements (e.g. mandatory recycling), and ADA mandates • Legality is tied for second place with customer service • The need to comply is not only because of laws, but also by contracts entered into by the property (e.g. equipment warranties, management contracts & franchise agreements, tour provider agreements may mandate requirements) 3. Service: level of maintenance and care of facility should contribute positively to the guests' experience • Facilities serve guests, other departments, and the owner • Can boost or impair productivity and quality in other departments • Preserve owner's investment and contribute to monetary appreciation of the building 4. Cost control • At times it is top priority • Costs facilities can control: utilities (fuel, electricity, water), maintenance and operations (labor, materials, and contracts), and capital expenditures (including FF&E and major building equipment and systems replacement) • Controlling costs of each major category requires attention to different issues that may be in conflict with each other 5. Asset management • Needs to protect the hotel's physical asset in daily operations via the processes of maintenance and repair, as well as provide info and direction for the development of the capital plans for the facility

How are equipment data cards similar to and different from room data cards?

• Equipment data cards: used for all major pieces of equipment to record facts and info of importance for maintenance purposes • Equipment data card is completed using info from the equipment specifications, nameplates, and other sources every time a piece of equipment is purchased • Provides maintenance staff with a summary of key facts and specifications that assists them in making repairs and in determining correct operation of the equipment • Record maintenance performed on the equipment • Determine if equipment is nearing its useful or design life • Especially helpful when making repair or replace decisions • Room data card: record info concerning an individual guestroom; contains info about the basic physical characteristics of the guestroom and data on all major elements of the room, whether fixed or movable • Useful when the need arises to replace some element of a guestroom • Space for scheduling and verifying the preventive maintenance dates for the room • FF&E is on first page of the room, major HVAC and electrical service on the second page. Equipment portion contains an area for entry of warranty info.

Why is fresh water resource management a critical issue to hoteliers, especially those managing resort operations? How does the nature of wastewater management affect the market appeal of a given hotel/resort operation?

• Global supplies of fresh water are limited, so we must use as little as possible and protect the quality of what remains. • Reduction of fresh water use brings potential cost savings • Hospitality operations may find themselves subject to regulations limiting water usage because of supply shortages caused by dry weather, high consumption, or water system breakdowns • Regulations can also prohibit certain uses of water or the time of its use. Regulations may also set maximum usage levels, with fines imposed for exceeding them * Resort operations are most likely to pay particular attention to social responsibility as it relates to fresh water • Resorts must be conscious that their large demands for fresh water will affect water supplies in the local community (e.g. could raise prices) • During construction, do not allow site runoff or hazardous wastes to be discharged into water supplies • Opportunities for effective management of fresh water resources • Rainwater capture • Directing refrigeration condenser cooling water through laundry cycles • Most of the fresh water used by hospitality operations leave the operations as wastewater, the notable exceptions being water used in cooling towers and for landscape irrigation • Operators pay for wastewater disposal * Market factors influence on wastewater management • Coastal locations with poor wastewater management have contaminated beaches, with an unpleasant environment and illnesses • Local flora and fauna react, reef areas are severely damaged and lose their attractiveness • Discharge of untreated wastewater is socially irresponsible • Customers may be exposed • Local population is exposed to the water and possible diseases • Owners and managers should ensure wastewater treatment plants in their area are operating properly, as well as that waste processing by municipal agencies is not harming the environment • Ensure the ongoing environmental health of their destination for guests, employees, and local people

What actions might help reduce employee injuries?

• Hotel have implemented loss prevention programs as part of their overall corporate risk management efforts • Risk management and loss prevention programs are designed to pinpoint major potential risk areas and identify options to reduce either the frequency or the severity of their losses • Implementation of restricted duty programs is an effort to reduce the severity of losses * Safety committee encourages a safe workplace • Involve employees in development of safety policies, reviewing details of accidents, recommending corrective action, and participating in safety inspections and other safety functions help ensure interest and buy-in • Good safety program can reduce rate of injuries and severity of injuries * Risk management: an integrated effort to reduce the causes and effects of safety- and security-related incidents of all types • One of the most important factors is having the support and involvement of top management (property and corporate level) • Properties that implement ongoing training programs as part of their culture * Place either an individual or a safety committee in charge of safety • They should have the authority to enforce compliance with safety rules • Membership and leadership of safety committee should be rotated among management employees and a key line employee as well • Most effective: GM, certain department heads, and some line employees * Responsibility for safety and security cannot be delegated to a committee or to a department • Must be a responsibility of all employees - line and management • Without accountability, there is no responsibility • Implement a measurement of how employees/management are doing with regard to safety (e.g. behavioral issues, accident investigations, safety inspections; goal to reduce all accidents, lost-time accidents, number of a specific accident) * Attention to safety issues related to employees is legally mandated under Occupational Safety and Health Act, which inspects workplaces and reports results • Citations provide insights into areas warranting additional attention * Some key elements of safety programs that have reduced employee injuries: • Composing and communicating to all employees a written policy relating the organization's commitment to safety and what it expects of its employees • Soliciting and using the input of line employees on safety matters • Conducting regular safety inspections • Setting realistic goals for accident reduction, closely monitoring progress, and rewarding reductions • Requiring accountability for accident reduction • Offering a modified- or transitional-duty program to return injured employees to work sooner • Creating a heightened sense of safety awareness through signs, contests, rewards, and health fairs • Training, retraining, and more training • Establishing specific safety-oriented behaviors as a performance consideration for management

Why is it important to consider inventory needs when designing a facility? What problems can arise if these needs are ignored at this stage?

• Inventory record: Choice of what to put into the maintenance inventory and how much of the item to stock affects the responsiveness of maintenance, the storage space needed for maintenance supplies, and the overall investment in the inventory • Recognize need to maintain an inventory of supplies to avoid space shortage, as well as to avoid difficulty in locating inventory (which contributes to inventory loss or excess inventory) • Establishing a formal inventory list for maintenance, stocking target levels for these items, and conducting periodic inventories of maintenance supplies helps ensure that what is needed is in stock and that excess supplies are not acquired • Some chain establishments with relatively uniform physical plants develop inventory lists for their properties • All properties needed to develop their own lists to address the unique items needed at their facilities

What is the best way to determine the energy budget? The labor portion of the POM budget?

• Labor portion of POM: approached as it would for any department, using expected staffing levels, projected hourly wages, and estimated benefit costs • Non-labor portion of POM: add percentage to previous year (unreliable) • Utility budget: dealing with actual units of energy purchased and attempting to secure price estimates for these fuels for the coming year from suppliers; oil and natural gas prices fluctuating and electricity showing potential for lower/higher costs due to deregulation

How does property size affect the maintenance function's role in capital projects and renovations?

• Magnitude of responsibility of managing CapEx varies with the size of the property and the corporate organizational structure

What is submetering? How does it help in managing costs?

• Necessary to ascribe many of the undistributed operating expenses (e.g. marketing, insurance, repair) and deductions from gross operating profit to the revenue departments to have a complete and legitimate measure of department performance • Make managers responsible for the consumption of resources that drive costs • Submeter utilities or allocate utilities costs based on areas/other factors • Submeter energy usage (including water) to match (and charge) usage to specific operations. • Computerized maintenance management systems can readily account for the POM activity of the major revenue areas • Allocate capital expenditure costs to departments to shed light on the actual costs and profitability of various activities • Charging costs to "tenants" in a building as submetered customers paying directly for their own usage are more frugal

How does preventive maintenance contribute to the productive use of labor?

• Schedule PM to smooth the workload. Activities are staggered throughout the months to allow for productive use of labor. • Not every element is on the list to receive PM. Elements that are critical to guest satisfaction, overall property image and marketing, safety and security, and the performance of other departments' duties • PM frequency varies with type of equipment. More than just a simple inspection.

How might knowledge of equipment lifetimes affect maintenance decisions?

• Some equipment is designed with a throwaway mindset, others are suitable for residential use, but not commercial usage (e.g. vacuum cleaners) • Info about equipment lifetime and maintenance costs are helpful in understanding maintenance needs and planning equipment purchases • With a good maintenance program, the life of the equipment can be prolonged. However, As the equipment reaches and exceeds the expected life, anticipate more frequent failures and a need to invest additional labor and materials to keep the equipment operational.

What is sustainability and what impact does it have on the success of a property? (The 3 E's)

• Sustainability: embraces not only typical environmental concerns but also dimensions such as the three E's: economics, environment and equity • Closely related but broader in context 1. Economic sustainability: a major concern and a major challenge 2. Environmental sustainability: avoid "killing the golden goose" as the natural environment is the appeal for many firms 3. Equity: the distribution of the income and profits from hospitality operations, the impacts of these operations on local communities and cultures, and the potential for the operations to minimize damage and make positive contributions to the environment • Sustainability is a major theme pervading the global (business) community • Potential is at all levels of the industry and applies not only during new construction but also during renovation planning and other capital decisions

What is CapEx management?

• Two major managerial functions related to CapEx: 1. Planning and budgeting • Requires knowledge of the expected lifetime of various elements and the cost of their facility • Lifetime: a function of the item itself (kitchen lasts longer than office), the durability of the item (commercial vs. residential), the care of the item (PM), the degree of use, the degree of abuse, and the overall level of appearance expected by management and guests • A property should have a plan for CapEx to address at a minimum the near-term needs (two to five years) and at least be aware of the needs in the longer term (5 to 25 years) 2. Execution • Similar to facilities construction • Detailed plans and specifications may need to be prepared • These are placed out to bid and vendors and contractors must be selected • Contracts must be negotiated and signed • Timelines and plans must be coordinated with hotel operations • When the process begins, conformance to budget and timetable must be monitored, along with the quality of the work and materials supplied • Oversight of the process is tasked to the facilities manager • Depending on the size of the staff/task, skills of the staff, and the preferences of the owner-operator, the actual execution of the CapEx activity may be by in-house staff, outside contractors, or a combination • CapEx expenditures are made by building owner and represent large outflows of cash • Large fraction related to physical appearance of the building and its interior finishes • Expenditures are also made to replace mechanical equipment and building systems • Investing in energy efficient equipment and systems can result in significant operating cost savings

Why is waste management important to hotel operators?

• Waste minimization and management: involves reduction, reuse, recycling, and waste transformation, as well as cost structure and management of waste haulage contracts. • These efforts combine to minimize the amount of waste disposed and the cost of its disposal, and help ensure that final disposal is done in an approved and environmentally suitable manner • Potential economic benefits are significant • Supervision and inspection of trash container contents can reduce unnecessary losses * Management of waste haulage contracts minimize the cost of disposal by ensuring that: • Only full waste containers are removed (pull + weight) • Weight tickets are submitted with bills to verify waste quantities (weight vs. volume) • Competitive bidding determines the contractor * Minimizing waste generation begins with the purchasing function • Purchasing products in bulk, using products manufactured from recycled materials, controlling the usage of products to avoid waste and working with suppliers to minimize product packaging • Select products with greater durability and employ proper maintenance and housekeeping procedures to reduce the products' deterioration and extend their functional life

What does good energy management contribute to environmental good practice? To the bottom line?

* Efforts directed at energy conservation and management attempt to reduce energy usage with resultant cost savings and reduction in environmental pollutants * Actions that will control energy usage: • Keeping records of energy usage and energy costs • Properly maintaining equipment • Using proper operating methods and records • To monitor the usage of energy, keep adequate records of energy used and amounts paid for the energy

Contract maintenance

Maintenance performed by contract service companies

Why is employee involvement important to the success of an environmental program?

• A staff empowered and involved with a property-level environmental program can be a contributor to the program and take the ideas developed into their homes and communities

What steps can be taken to reduce the chance that guests and employees will injure themselves in the guest bathroom?

* Areas of safety concern: • Hot water temperatures • Slip resistance of bathtubs, showers, and bathroom floor coverings • Electrical shock • Proper bathroom construction * Scalding of guests in lodging bathrooms has resulted in injury and death * Slip resistance of bathtubs is also a concern, ask for a nonslip surface per ASTM F462 • Slip resistance can decrease over time due to wear and effects of cleaning chemicals • Tub and shower suppliers recommend cleaning materials and methods • When resurfacing these fixtures, be sure to specify the required slip resistance as part of the contract and require the contractor to submit test results on samples of the finished product * Location and installation of grab bars is important • Suggested guidelines for positioning and mounting grab bars • Wall-mounted items need to be installed with adequate blocking to ensure secure anchoring * Any glass used in shower stalls and mirrors should be safety glazed • Shower stall doors should be of tempered glass to reduce possibility of cuts should the door break * Bathroom flooring should have proper slip resistance • Require manufacturer to submit certified copies of slip resistance test results • Tests results represent conditions appropriate to the expected use of the flooring material • Manufacturer recommend cleaning materials that maintain floor's slip resistance * To reduce the hazard in the guest baths due to electrical shocks, furnish ground fault protection selected electrical outlets • If property provides hair dryers, fan and coil should be mounted on the wall with a build GFCI (ground fault circuit interrupter) capability

What is facilities benchmarking?

* Facilities benchmarking: developing numerical (and other) standards that allow comparison of a given facility to itself and to other facilities * Benchmarking tools: • Environmental Protection Agency launched the Hospitality Benchmarking service • Tourism Partnership provides a fee-based environmental benchmark service • Federation of Hotel & Restaurant Associations of India use this service to obtain environmental benchmarking of their performance

What are some advantages of gathering utility and POM data on a per-room basis? What are some disadvantages?

*Advantages - Allows you to compare *Disadvantages: • Comparing properties without controlling for occupancy/cover may lead to incorrect conclusions • Large differences exist in business mixes. If a hotel has a large banquet business, but its POM/utility expenditures are expressed per room, it will look high compared to a hotel without banquets. • Presence of laundry increases POM and energy expenses

HVAC

- Heating, ventilation, and air conditioning - The general term applied to a property's temperature management system - Includes heat and refrigerated air systems and attendant ductwork, airflow machinery, and control devices

Repair order

- A document used to initiate requests for maintenance services - Also called a work order

Pulping

- A method of transforming waste (such as that generated in kitchens) from solid form into a type of slurry by adding water and processing it through a pulping machine - The pulping machine acts much like a household garbage disposer, grinding the waste, pressing out the water, and expelling it into a holding bin

ISO 14000 standards

- A set of environmental guidelines established by the International Organization for Standardization that are recognized as the global standard for environmental management - Certification by the ISO to the ISO 14000 standards is acknowledged in the industry as benchmark achievement

ADA

- Americans with Disabilities Act. - U.S. federal legislation enacted in the early 1990s mandating that owners and operators of public facilities provide certain accommodations for individuals with disabilities as specified in the legislation.

Waste minimization

- An approach to environmental good practice involving reduction, reuse, recycling, and waste transformation to minimize the amount of waste disposed and the cost of its disposal - Its ultimate goal is to ensure that disposal is done in an approved and environmentally suitable manner

Corrosive

- Any materials that destroy other materials by chemical reaction - When in contact with human tissues, these substances may cause burns and destroy tissue

CapEx

- Capital expenditure - Expenditures for capital items such as FF&E and building systems - A major expenditure category in the hospitality industry covering replacement of worn-out furniture, finishes, and soft goods, wear and tear, obsolescence, regulatory requirements such as ADA and life safety, franchise product demands, changing technology, market demand for product change, and replacement and renovations of building components and heavy equipment

Replacement reserves

- Cash reserves (the amount usually based on a percentage of gross revenues) set aside largely for maintenance and repair needs - Management contracts commonly require that operators fund replacement reserves for FF&E

CERES

- Coalition for Environmentally Responsible Economies - An environmentally conscious group that, among other things, is urging its corporate members to include environmental considerations when making lodging purchasing decisions

CFMS/CMMS

- Computerized facilities/maintenance management system - Computerized maintenance scheduling, recordkeeping, and archiving systems that streamline the "paperwork and dispatch" of maintenance and repair

EVAC System

- Emergency voice alarm communication system - A system integrating some sort of warning alarm with a pre-recorded or live message providing guests with information about proper procedures in case of a fire

FF&E

- Furniture, fixtures, and equipment - A major portion of CapEx

Preventive maintenance instructions

- Maintenance instructions derived from experience, input from vendors and suppliers, and information from various professional and technical organizations - May contain a listing of parts or equipment required to perform each task

Emergency/breakdown maintenance

- Maintenance required for problems that either create an immediate negative revenue effect or are likely to created a negative revenue effect if allowed to continue - Also called reactive maintenance

Sustainability

A broad approach to environmental consciousness in which environmental issues are addressed within the context of economics, ecology, and ethics

What are some of the business-related benefits of appropriate land-use management?

1. Economic perspective: appropriate land-use planning and management can result in reduced or more controlled costs for development and operation • Reuse of existing buildings reduces costs and also retains a cultural and social fabric • Proper site orientation of newly constructed buildings and retention of existing landscaping can result in lower energy costs and reduced costs for landscaping 2. Regulatory perspective: attention to land-use planning and management has become an integral part of the project approval process and is often included in the broader context of the environmental impact statement (EIS) • Expedite EIS process by addressing issues in the planning stages • Appropriate attention can create a product with a greater sense of place and resulting customer appeal • Customers respond to careful land-use planning and management • Well-designed facility that integrates its setting is a marketing plus • Landscape materials that are appropriate for a location have a better chance of thriving, thus avoiding unattractive or difficult-to-care-for landscaping * Working with and around site terrain conditions has payoffs because by not altering the landscape in ways that create erosion or flooding problems, you help ensure the protection of the property and your guests * Attention to areas outside the property boundaries is also important, as an environmental eyesore en route to the property does not reflect well * Social responsibility means that land-use planning and management should not stop at the property boundaries • Development creates additional demands for lands and services (e.g. transportation, housing, schools, medical care) • Support initiatives in the local community to meet environmental good practice • Employees should have access to good health services and proper sanitary conditions, reside in good quality housing, and live in an environment that is comparable to the environment they are in at work * Willingness to constrain development can create a location more desirable to all concerned, resulting in sustainable economics as well as environmental and equity benefits

What are the five basic elements of a fire safety program? How do these elements fit together into a coherent whole? What happens when one or more of the elements are missing?

1. Fire Prevention • It is clearly linked with maintenance, but fire safety pervades all departments and tasks of a property • Many links exist between maintenance activities and fire prevention • Clean dryer ductwork and remove lint from filters • Clean linen chute and keep them locked, and provided with automatic fire sprinklers • Regularly scheduled inspections of the building's electrical systems • Most important is a well-informed staff • Managers should make fire prevention and response training a priority • Materials are • Available from fire prevention agencies, fire departments, government/trade associations • Kitchen areas pose great risks for fire • Kitchen areas pose great risks for fire • Attention to proper housekeeping and regular cleaning of ductwork • Quick attention to problems with poorly operating kitchen equipment • Kitchen ventilation or hood system is important for fire safety and sanitation • Must be properly designed and maintained • Cleaning a hood system is a major maintenance task, the extent and nature of which depends on the type of hood system and the filtering method used • Some old hood systems are difficult to clean, but require frequent cleaning • New designs incorporate automatic wash cycles, minimize potential pockets and crevices where grease can accumulate, and incorporate grease extractors rather than mesh or baffle filters • Periodic cleaning of ductwork and fans is also required to reduce the risk of fire and avoid a "grease dump" on the roof or wall area near the fan outlet; often done by a contract service • Trash storage and disposal • Storing combustible trash near the building (e.g. loading dock) • Failure to secure trash rooms and other storage areas in the building • When renovating and replacing interior finishes, be sure to consider the relative flammability and smoke development potential of the materials • Local fire codes and corporate standards usually establish minimum requirements • If such standards do not exist, refer to publications of the National Fire Protection Association (NFPA) • Be careful about where new furniture, carpeting, and other combustible items are stored • More extensive renovations sometimes create additional risks • To demolish and remove portions of the building, contractors often bring equipment on-site that may create a fire risk (e.g. cutting torches and fuel tanks) • Stress fire safety with your contractors, specify designated smoking areas and storage locations for hazardous materials, inspect their work for unsafe practices, and be sure that both you and they have the necessary insurance coverage • Know if any elements of the fire detection, notification, or suppression systems have been disabled during the renovation • A system for scheduling notification and a fire watch must be determined prior to any shutdown 2. Fire Detection • Fires are often first detected by human observation • Methods of fire detection that operate independently of human presence are needed • Heat detectors: used where the use of smoke detectors would be problematic (e.g. dusty locations) • Fixed-temperature detectors: react to absolute temperature in a location • Rate-of-rise detectors: react to change in the temperature of a space • Rate-compensation detectors: react to a combination of the two • Smoke detectors: • Photoelectric detectors: triggered when smoke particles scatter or obscure light • Ionization detectors: contain a small amount of radioactive material that establishes a flow of ionized air between charged electrodes in the conductor. The presence of smoke changes this flow of ionized air and triggers the detector. • Periodically clean detectors because dust buildup on smoke detectors can result in "nuisance" alarms • Calibrate detectors from time to time because detector sensitivity changes over time. Too large a change can either compromise system operation or result in nuisance alarms. Some detection systems monitor detector sensitivity, adjust this sensitivity automatically, and signal operators when detectors exceed allowable changes so that maintenance can be performed. • Sprinkler activation detectors • Systems detect fires and trigger an alarm • The alarm is triggered by flow in the sprinkler piping, which is sensed by piping flow sensors connected to the building alarm • The alarm also identifies the particular flow sensor involved, making it possible to identify the approximate location of the fire • Addressable systems: Newer fire alarm and detection systems, which have a unique address that indicates its exact location 3. Fire Notification • Notification: involves all means used to inform guests and employees not only about an existing fire, but also about the correct procedures to follow in case of a fire • Notification is accomplished in several ways, each of which requires some maintenance attention and consideration • Elements of the notification system are: • Emergency instructions and floor plans • Building horns and alarms • Voice alarms, visual alarms, and communication systems • Single-station smoke detectors • Local fire codes dictate minimum standards with regard to all aspects of building fire protection (the aforementioned) • Emergency instructions are typically posted on the guestroom door • Tell guess what to do in case of fire or other emergency • Floor plans should be part of these instructions and show locations of nearest exit • If elevators are present, instruct guests not to use them during a fire • Instruct guests to keep their room keys with them to allow them to get back into their rooms • If stairwell doors are self-locking, guests should be warned of this • Include graphic instruction and in other languages • Some hotels have created videotapes that provide safety and security information that are shown on an information channel on the guestroom television • Building alarms should be checked regularly in accordance with local codes and corporate standards • Special testing and inspection is warranted whenever work is performed on or near these circuits • Alarms must be clearly audible inside guestrooms • Some alarms have test switches or reset keys that are used during testing, other alarms are activated only when the user breaks a glass panel • Test the latter by removing glass and replacing them • Maintenance staff should have the replacement links needed to restore the system following activation • Lodging properties have been installing more and visual alarms and communication systems • Emergency voice alarm communication (EVAC) systems: usually integrate a warning alarm with a pre-recorded message providing guests with information about proper procedures in case of a fire • These systems allow property staff or the fire department to override the recorded message so additional instructions can be given • Multilingual spoken instructions may be needed when appropriate • Test voice alarms/other communication systems periodically • Visual signaling devices are now required for hearing-impaired guests • Strobe alarms are required to be installed in hotel guestrooms, in hallways, and on exit signs in hallways • These visual devices may go off in all rooms or only in rooms identified as having hearing-impaired guests, depending on local codes • Single-station smoke detectors: contain both a smoke detector and an integral alarm; similar to those used in residences • Powered by a dedicated electrical circuit, not by batteries • Found in guestrooms • Trend to install system-connected addressable guestroom detectors that are monitored by the main fire alarm panel • System-connected addressable guestrooms detectors do not sound a building alarm. When they are activated, they send a signal to the main fire alarm panel, which alerts hotel staff to investigate the room. • Allows for early detection and supervision of a fire before occupant of room is seriously harmed. 4. Fire Suppression • It is necessary to have adequate fire suppression and control equipment, to know how to use this equipment, and to keep it in proper operating condition • Fire suppression equipment includes sprinklers, standpipes and hose systems, portable extinguishers, and all related equipment (e.g. fire pumps, emergency generators, and hoses) • The effectiveness of sprinkler systems are becoming better known and fire codes are requiring them • Wet-pipe sprinklers are commonly found in hospitality applications; consist of pipes filled with water, individual temperature-activated sprinkler heads, and a water source with sufficient pressure. For a low-rise building, the water source is generally the local water supply, which provides adequate pressure without a supplemental pump. For high-rise buildings (higher than 5-7 stories), a fire pump is installed to provide the necessary water pressure and quantity • Sprinkler systems, while widespread, is still not universal because many small establishments are not required by code to install sprinklers • Properties are required by code to stock a supply of spare sprinkler heads to replace those damaged or needing replacement after a small fire • If these are not on hand, occupants may be denied re-entry to the building causing inconvenience and revenue loss • Portable extinguishers are useful for extinguishing fires in their early stages, however, it must be the correct type and must be operated properly • Extinguishers in a given area should be appropriate for the type of fire likely to be encountered in that area • Some extinguishers are labeled for multi-purpose (ABC extinguisher), while others are labeled for a specific type of fire • New developments • Class K: a new type and classification of extinguisher has been added to cope with fires in large fryers and other appliances using large quantities of vegetable or animal fats. • Reduces the potential for fire flashback. • Before class K, auto-ignition was a problem because heat retained in the fat could re-ignite the fire • Used in addition to and following the installed fire protection system • Expansion of the extinguisher ratings • A numerical value has been added to the previously used letter value • Number before the "A" classification denotes the amount of fire suppression material contained in the extinguisher in gallons • The number before the "B" classification denotes the total square feet that the extinguisher is rated to cover in square feet • No numbers for C or K • All portable extinguishers should be included in the operation's preventive maintenance program • Regularly inspect hoses, fittings, gauges, pressure levels, and the weight/condition of the extinguisher • Ensure the correct type of extinguisher is available • Monitor work of outside contractors that service portable extinguishers • For many years, the standard fire suppression system in kitchens used dry chemicals discharged through a set of nozzles located over key equipment and sometimes in ductwork • Dry chemical hood systems are particularly sensitive to pipe runs, so any change in piping should only be done after an engineering study • Check chemical levels in the systems periodically and inspect all plumbing for propellant leaks • These systems are activated manually by a fusible link (which melts to activate the system) in the hood or ductwork • Fire protection equipment may not operate properly if problems with the installation, the installation of food service equipment, or maintenance-related failings. • Code changes require food service operations to use wet agents in their kitchen hoods to suppress and control vegetable oil and animal fat fires • Uses a mixture of potassium salts and water spray, which are used on class K fires (those involving large quantities of cooking oils in appliances such as fires) • Creates a foam layer on the surface of the hot or burning grease, thereby smothering the fire and preventing reflash • Liquid spray provides a cooling effect, which is important to reduce the potential for re-ignition of the fire • Advantages include its easy cleanup and low corrosiveness: wet agents result in more localized application of the agent and can be cleaned up with sponges and towels • Agents used must pass UL 300 tests • Some kitchen hood systems exist are designed to reduce energy usage, but fail to provide adequate kitchen ventilation, so ensure systems meet all applicable code requirements. • Maintenance staff should check that: 1. The hood system is properly connected 2. Nozzle caps are in place to protect nozzles from grease 3. The nozzles are aimed correctly 4. The fusible links are not covered with grease and dirt • Fusible links may need to be replaced on a regular (usually annual) basis; spare fusible links should be in continuing inventory. • Cable connections for manual activations should be inspected • When the kitchen fire suppression system is activated, it should also shut off the supply of fuel to equipment • Take care when installing new equipment or modifying equipment installations so that the shut-off valve is not affected • Regular inspection of the fire suppression system by a qualified contractor • Not all equipment needs to be shut off automatically. Do not connect such equipment to automatic shutoffs because this may interrupt some equipment unnecessarily. Provide a separate gas line for the kitchen or use another fuel (i.e. electricity) as the primary or backup energy source for the rest of the building • Sometimes the plumbing connecting the dry chemical tanks, piping, and spray nozzles either was never completed or disconnected for maintenance and not reconnected • In other cases, the fusible links were replaced with wires, bolts, and other inappropriate items, resulting in failing suppression systems • Be aware of these problems, and inspect work done by outside contractors on fire suppression systems • Maintenance staff are often part of the emergency response team (especially at smaller properties) and should be instructed in the proper operation of extinguishers and other equipment • Kitchen staff should be trained to use portable extinguishers • Especially on grease fires because an improperly handled K extinguisher can spread a grease fire • Employees should not remove extinguishers from wall mounting • Ensure extinguishers are not located too high • Employees should become familiar with handling extinguishers before there is a fire through training from local fire departments, corporate training resources, or NFPA Types of Fires and Extinguishers • Class A: Common combustibles (wood, paper, cloth) • Class B: Flammable liquids and gasses (gasoline, propane and solvents) • Class C: Live electrical equipment (computers, fax machines) • Class D: Combustible metals (magnesium, lithium, titanium) • Class K: Cooking media (cooking oils and fats) 5. Fire Control • Fire and smoke control equipment include items such as fire and smoke dampers in air handling systems, smoke sensors in HVAC ductwork, stairwell pressurization systems, automatic guestroom door closers, and alarm-initiated fire and smoke control door closers • Fire control also involves elements of building construction and operation that control the spread and smoke • Understanding the role of these elements is important when conducting building maintenance and renovations • Fire dampers: are activated by the melting of a link that holds them in their normally open position, and limits the spread of fire • Installed in ductwork where the duct penetrates walls and floors • Maintenance workers have been known to wire these dampers open when links break or are lost, thus compromising the fire control built in the building • Smoke dampers: installed to inhibit the movement of smoke through ductwork • Smoke sensors: control smoke dampers. May also control smoke by shutting down the air handling system when smoke is detected. • Stairwell pressurization systems: increase the air pressure in stairwells, thereby keeping the stairwells relatively smoke-free • Automatic door closers should be inspected as part of guestroom preventive maintenance. Fire and smoke control doors should never be blocked or have their complete closure inhibited • Some doors are connected to automatic release devices • These doors are normally held open by the release devices, but are designed to close automatically when a fire alarm is sounded • Will close if a power outage occurs • Since these doors are installed for fire and smoke control, they must meet certain minimum construction standards (e.g. any glass used in these doors must be fire tested - means it must be wired glass) • The walls that surround any means of egress (e.g. guestroom corridor or fire stairs) must meet a minimum fire resistance rating • Renovation must be done with this in mind • Any replacement of walls, doors, or windows that involves spaces along a means of egress will need to have the proper fire resistance rating • Smoke and fire stops (means of sealing gaps that result from construction work) should be installed in plumbing chases and other penetrations of walls and floors • Maintenance clearly has a role in keeping these features operational • Replace smoke and fire stops when performing maintenance, and close fire doors • Fire stops were not replaced in pipe chases when maintenance work was performed • These factors facilitated the vertical movement of fire and smoke in the building • Many hotel corporations have standards for building design that incorporate fire safety concerns, or other corporate training materials that assist in keeping staff informed of fire safety issues and systems on their properties. • NFPA includes maintenance suggestions as a component of its standards for various pieces of fire protection equipment

Franchise agreement

An agreement under which one entity that has developed a particular pattern or format for doing business - the franchisor - grants to another entity - the franchisee- the right to conduct such a business provided it follows the established pattern

Risk management

An integrated effort to reduce the causes and effects of safety- and security-related incidents of all types

Asset manager

An official of the property who serves as a combination of owner representative, investment manager, financial and marketing consultant, and project engineer

Explosive

Any substance capable, by chemical reaction within itself, of producing such a temperature, pressure, and speed to cause damage to the surroundings

Flammable

Any substance that can be easily ignited by sparks or flames and cause fires

Toxic

Any substance that causes damage to health, physical or mental impairments, or death when inhaled, ingested, or absorbed

Infectious

Any substance that contains viable microorganisms and their toxins, capable of causing disease

Hazardous substances

Any substances that have the potential to damage health or property

Facilities management companies

Companies with the expertise to provide services such as housekeeping, grounds, and physical plant management to hospitality companies, schools, universities, and various industries

Scheduled maintenance

Significant maintenance requiring advance planning, a significant amount of time to perform, specialized tools and equipment, and high levels of coordination among departments

Routine maintenance

Maintenance that pertains to the general upkeep of the property, recurs on a regular basis, and requires relatively minimal skill or training to perform (for example, grass mowing, leaf raking, snow shoveling, carpet and floor cleaning)

Predictive maintenance

Maintenance that uses sophisticated technological methods to increase operational life and target preemptive corrective actions by using diagnostic-based maintenance planning

Recycling

Separating certain items of refuse for eventual shredding or melting to their basic materials to be used to make new products

Wastewater

The majority of water leaving a hospitality operation (Exceptions being cooling tower water lost to evaporation and irrigation water for the grounds)

Waste transformation

The practice of converting waste products into another usable form, such as incinerating burnable items and capturing the heat energy thus created to generate power

Social responsibility

The recognition by hospitality owners and managers of an obligation to protect the environment for their associates, guests, and communities

Under what circumstances might it be appropriate for hospitality managers to use contract maintenance services?

• A desire to minimize the commitment of staff on the payroll to handle these needs • A recognition that special tools or licenses are required to perform work effectively • A temporary staffing shortage • A need to deal with emergencies • A recognition that the complexity of the task is beyond the skills of the existing maintenance staff (e.g. elevator maintenance, trash haulage, window cleaning, pesticide, HVAC) • Larger hospitality firms will often negotiate national contracts to reduce costs and standardize services

What are the tasks of the asset manager?

• Asset manager: an employee of the owner who serves as a combination of owner representative, investment manager, financial and marketing consultant, and project manager to ensure owner's interests are adequately served

How can benchmarking aid the facilities engineer?

• Benchmark facilities service to provide insights into effective areas and those needing improvement. The desired result is improved cost control and better service • Benchmark utilities based on cost per room as a percent of revenue • Costs are best compared on a per-square-foot or -square-meter basis • Compare performance with similar periods in previous years or monitoring long-term trends in performance is readily done. • Internal benchmarking gets around the challenge of comparing like with like, but can result in a complacent attitude