HOSP 327 Unit 1 Flashcards (Chapter 1-3, 5)

Types of Maintenance

-Routine -Preventive -Guestroom -Scheduled -Emergency/breakdown -Contract

What are the tasks of the asset manager?

An asset manager is an official of the property who serves as a combination of owner representative, investment manager, financial and marketing consultant and project engineer. Asset management is a responsibility of facilities management.

What factors could cause large variations in water usage for hotels of similar size

Annual water usage by the lodging industry in the United States is in the hundreds of billions of gallons and the total annual water and sewer bill for the U.S. industry is probably close to $1 billion. Previous studies have shown the presence of on-side laundry, kitchen, extensive irrigation and cooling towers can significantly affect total water consumption. Hotels laundry show that consumption from 5 to 29 percent of the total usage and the kitchen and cooling towers. For some properties, landscaping represented 20 percent or more of the total water usage.

What is facilities benchmarking? How can benchmarking aid the facilities manager?

Benchmarking is s continuous-improvement initiative of developing numerical and other standards to allow the comparison of a given facility to itself and to other properties or facilities. Benchmarks readily available in these systems are work orders, competed per unit of year, work order backlog and work order response time. Internally, it helps to monitor long-term trends in performance to the property itself. Externally, it can help the property strive for improvements to match other companies

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 include: • 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

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

If a piece of equipment goes down or it is time for renovations, the lack of current plans can lead to contracts overbidding or changing orders. This can cause delays and make excess costs. If the plan isn't updated time and money are lost looking for the equipment.

What are the basic activities associated with preventive maintenance?

Inspections, lubrications, minor repairs or adjustment, and work order initiation. Preventive maintenance on equipment is generally performed using manufacturers' information concerning maintenance needs as a guideline, coupled with a healthy dose of good mechanical knowledge and common sense.

What is Legionnaires' Disease? What steps should be taken to help avoid an outbreak of this disease?

Legionnaires Disease is a disease caused by bacteria that grows primarily in cooling towers and is spread when the water evaporates. A professionally designed and implemented cooling tower treatment program is among the best preventive tactics available for this disease.

Reactive (emergency/breakdown))

Predictive is similar to preventive maintenance, but typically relies on and uses more sophisticated technological methods to increase operational life and target preemptive corrective actions Predictive maintenance replaces older rule-of-thumb or fixed-time-interval-based maintenance planning with diagnostic-based planning Examples of predictive maintenance include infrared and ultrasonic testing of electrical equipment, vibration analysis of operating machinery, fluid/metal analysis, etc. Reactive or emergency/breakdown maintenance is potentially the most costly and disruptive form of maintenance This type of maintenance is typically in response to problems that have an immediate negative revenue effect (e.g., a guestroom is knocked out of service) or will have a negative revenue effect if allowed to continue (e.g., a leaking pipe in a guestroom) Reactive maintenance: • Usually involves premium (overtime) pay • Often bypasses the usual parts/supplies purchasing system, leading to higher costs • Often escalates as other related problems are found (e.g., a leaking pipe may also have damaged walls/ceilings

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

Preventive maintenance schedules and instructions are certainly the backbone of PM schedules. It allows for scheduling maintenance which smooths out workloads, by making sure that not all activities have to be performed at once.

What are some examples of energy load reduction? What are 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: - Improving efficiency - Reducing operating hours - Reducing the load being supplied - Recovering and reusing waste energy - Using the least costly energy source

Routine

Routine maintenance pertains to the general upkeep of the property Routine maintenance recurs on a regular basis and requires relatively minimal skill or training Activities such as grass cutting, leaf raking, snow shoveling, carpet/floor cleaning, and so on are considered routine maintenance

Scheduled

Scheduled maintenance is the type of maintenance that requires advance planning, a significant amount of time to perform, specialized tools and equipment, and high levels of coordination between departments Scheduled maintenance includes preparing equipment for seasonal changes and performing other activities that are periodically required to keep equipment operating efficiently This maintenance may also involve more substantial activities, such as replacing major equipment or equipment components, or replacing elements of the building itself (e.g., windows)

What factors affect the size of the facilities staff?

The more skills the maintenance staff has, the fewer amounts of people are needed. The size of the property is also a reason for more or less staff

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

The need to maintain an inventory of supplies must not be overlooked when facilities are designed. Inventory must be thought of early because it may lead to a space shortage, difficulty in locating inventory. This contributes to inventory loss or excess inventory.

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

To attempt to secure price estimates for fuels for the coming year from suppliers in the actual united of energy purchased. By using expected staffing levels, projected hourly wages, and estimated benefit costs, POM and utility budgets can be prepared.

Maintenance Management Systems

To effective manage all of a property's maintenance task, managers must have a maintenance management system The goals of a maintenance management system are to: Handle the maintenance needs of the property effectively Record essential information concerning the property's equipment and systems Establish performance standards for maintenance workers Provide feedback so that upper management can assess the performance of the facilities department

What are the two major subcomponents of a water bill for hotels? Why might water bills for the same quantity of water usage differ from location to location?

Water costs are composed of two components: purchase and disposal (or potable water and sewer); disposal costs more than to purchase o Water may be supplied from rivers, lakes, wells, rainwater collection, and the ocean o Operations may purchase water from a water utility or from a facility they operate o Building water and wastewater systems consist of a number of subsystems with appropriate isolation devices between the subsystems

The Impact of Facility Design on Facility Management

o A facility's design will clearly dictate the scope of the facility management function o The role of facility design can be understood by focusing on such factors as: o Facility components and layout o Materials o Quality and types of construction o Equipment o Systems

Introduction to Environmental and Sustainability Management

o Awareness of the significant impact that lodging operations may have on the environment has become prevalent today o This awareness evolved over approximately the last fifty years through a combination of environmental research, scientific findings, and "cause and effect" evidence from operational practices o In 1972, the United Nations Environmental Program was created to study the linkage between the environment and development o In 1987, the World Commission on Environment and Development published Our Common Future, which defined sustainable development as "development that meets the needs of the present without compromising the ability of future generations to meet their own needs" o In 1992, the United Nations Conference on Environment and Development held the Earth Summit in Rio de Janeiro; at the summit, Agenda 21, a non-binding action plan for sustainable development was presented o In 1995, the World Travel & Tourism Council, the World Tourism Organization, and the Earth Council joined together to create an action plan customized for travel and tourism businesses entitled Agenda 21 for the Travel & Tourism Industry

Motivations for Environmental Concern

o Economic considerations o Regulatory issues o Market factors o Social responsibility dimensions o Ocean plastic disaster

Costs Associated with Hospitality Facilities

o Initial costs (development and construction) o Operating costs o Renovation costs

Personnel Management in Facilities

o Key concerns in the management of facilities department personnel include job qualifications, on-the-job supervision, and employee productivity o Management personnel in the facilities department must have some level of mechanical and electrical skill; the smaller the property, the more the department manager will have a "hands-on" maintenance role o Line staff members in the department need very broad skills in maintenance at the small property level o Facilities staff members must be reliable and capable of working on their own; they should not only have trade training but also training in the property's standards

Why might hotels consider using an ozone technology in laundry operations?

o Replace use of chlorine bleach o Reduces water usage o Reduces of chemical

Waste Minimization and Management

o Waste minimization and management involves reduction, reuse, recycling, and waste transformation, as well as overseeing the cost structure and management of waste haulage contracts o A lodging property's waste stream varies with the type of services provided and the scope of the facilities o The potential economic benefits of waste minimization and management are significant o Reducing or 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 are all proven ways to minimize waste o Selecting products with greater durability and employing proper maintenance and housekeeping procedures reduces the products' deterioration and extends their functional life

Facilities Management Responsibilities

o We can think of the responsibility of facilities management as involving five major areas: o Safety and security o Legal and regulatory compliance o Service o Cost control o Asset management

Forms/Documents Typically Used in a Maintenance Management System

o Work or repair orders o Equipment data cards o Maintenance log cards o Room data cards o Inventory records o Preventive maintenance schedules/instructions o Rooms checklists o Material safety data sheets o Control schematics o Structural plans o Mechanical plans o Electrical plans o Specialty systems plans

What are the principal benefits of a CMMS?

A computerized maintenance management system can be defined as computerized maintenance scheduling, recordkeeping, and archiving system that streamlines the paperwork and dispatch of maintenance and repair. CMMSs provide the basis for more knowledgeable and well-advised decisions up and down the chain of operations (Use both at the unit level and the regional and corporate level).

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

A method of tracking and recoding energy usage by department or function such that usage can be accurately matched to specific operations and charged to those operations. By having good energy management, less energy can be spent lessening expenses

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

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?

Because fresh water is a limited resource and because reducing the amount of water used can result in a savings in utility costs. Coastal locations with poor wastewater management have contaminated beaches, resulting in a best an unpleasant environment and at worst illness of guests and local people. Tour operators may refuse to bring groups there. Local flora and fauna are adversely affected. Reef areas can be destroyed

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

Both store information and facts that help staff with maintenance. Equipment cards are specifically used for each major piece of equipment to record facts and information of importance for maintenance services. Room data cards are used to record information concerning an individual guest room.

What is CapEX management?

CapEx is an abbreviation for capital expenditure; capital expenditures are expenditures for items such as FF&E and building systems. CapEx includes not simply replacements, but also 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 CapEx Management is the management of capital expenditures. They help plan and implement capital expenditures. They plan budget, and execute tasks that help with various elements of the facility and the cost of their replacement

Contract

Contract maintenance involves outside contractors Contract maintenance is undertaken for a variety of reasons: • A desire to minimize the use of in-house staff • A recognition that special tools or licenses are required • A temporary staffing shortage • A need to deal with emergencies • A recognition that the task is too complex for in-house staff Elevator maintenance, trash haulage, window cleaning, kitchen duct cleaning, landscaping work, and HVAC control calibration are common contract maintenance services

Contract Services and Outsourcing

Contract maintenance services are commonly used to supply various services for hospitality properties Managing contract services begins before the contract is put out for bid Key provisions in drafting a maintenance contract include: Insurance Term Cancellation Contractor not an employee No assignment of contract Specifications Contract fee Properties should use a relatively short contract term, especially in the early stages of a relationship with a contractor Once a contract is signed, the facilities manager (or someone else at the property) must make sure that the contracted work is done properly A growing trend in commercial real estate is outsourcing, a process by which facilities services are provided not by in-house staff but by contract service firms; the U.S. lodging industry has not embraced facilities outsourcing Outsourcing can go both ways; a lodging property could decide to provide facilities services to other businesses

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

Contract maintenance services are commonly used to supply various services for hospitality properties. They might be used due to a desire to minimize the use of in-house staff, a recognition that special tools or licensing are required, temporary staffing shortage, a need to deal with emergencies, a recognition that the task is too complex for in-house staff

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

Costs associated with hospitality facilities include initial costs, operating costs, and renovation costs. Costs over which the facilities manager can exercise some control are utilities, maintenance, and operations, and CapEX. The hospitality facilities manager is responsible for operation, renovation and modernization. Many utilities costs are variable because they are influenced by occupancy.

What are potential motivations for initiating environmental programs?

Economic Considerations o Reduction in energy, reductions in emissions from power plants that consequently produce less electricity o Paybacks from conversions o Cost of waste disposal can be reduced by implementing a recycling program o Rely on the beauty and visual appeal of the natural environment as a key feature Regulatory Issues o Legislation requiring recycling, restrictions on water use due to shortages, emissions, and discharge regulations, and other environmental limitations o Environmental impact must be addressed from the feasibility stage of new product development through operations and into renovations - all within the context of regulations. o Failure to do so can jeopardize new development and result in fines and penalties Market Factors o A broader social responsibility of firms may be one byproduct of globalization o Recognition of global citizenship came with recognition of global impact o Hospitality affects environment, non-hospitality firms affect hospitality firms The Social Responsibility Dimension o Many firms recognize the interaction of environmental policy with corporate social responsibility o The items considered to be part of an environmental program can and will vary depending on the company, location, etc.

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

Economic perspective: appropriate land-use planning, and management can result in reduced or more controlled costs for development and operation o Reuse of existing buildings reduces costs and also retains a cultural and social fabric o Proper site orientation of newly constructed buildings and retention of existing landscaping can result in lower energy costs and reduced costs for landscaping 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) o Expedite EIS process by addressing issues in the planning stages o Appropriate attention can create a product with a greater sense of place and resulting customer appeal o Customers respond to careful land-use planning and management o Well-designed facility that integrates its setting is a marketing plus o Landscape materials that are appropriate for a location have a better chance of thriving, thus avoiding unattractive or difficult-to-care-for landscaping

How might knowledge of equipment lifetimes affect maintenance decisions?

Equipment concerns that will affect maintenance and operating needs involve such issues as equipment durability, lifetime, repair-ability, efficiency and accessibility. It is important to be aware of life-cycle implications of equipment decisions. If maintenance stays on top of checking on their equipment, they can better extend the lifetime.

Guestroom

Guestroom maintenance is a form of preventive maintenance This maintenance involves the inspection of a number of items in the guestroom, filter changes in air conditioning units, minor lubrication of doors and other equipment, repair of obvious small problems, and the initiation of a work order for more substantial problems or needs

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

Hospitality facilities play a major role in guest satisfaction as well as overall ambience, experience and comfort of the guest. Unseen facilities components, such as, heat, air conditioning, and water create comfortable environments. Facilities play a role as the manufacturing plant in the creation and delivery of services and products. Facilities provide identity. Hospitality facilities provide owners with a return on investment.

When selecting a water heating fuel source for a new property, what factors besides price might be involved?

Hotels require large amounts of hot water for uses ranging from guest showers to laundry. The cost to heat water almost invariably exceeds the cost of the water that is heated. Hot water needs for guestrooms, laundry and kitchen applications are probably the largest at the facility.

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

Maintenance, energy, environmental and capital project expenditures are not only costs but also contributors to guest satisfaction, employee productivity, revenues and profits. It also makes it easier for the housekeeping department to communicate with the facility.

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?

Management contracts may require management to fund reserves for future maintenance and repair needs, to solicit the owner's approval before making building related expenditures, and to report to the owner regarding how funds are used. The operator generally needs the owner's approval to spend reserves and they will often disagree over whether the expenditure should be categorized as a POM item, reserves it for replacement, or if it's owner's capital. Owner's then become more reluctant to authorize management decisions and this can cause more disagreements.

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

Management needs to make sure that guests comments are directed to the appropriate department. The facilities department helps the quality of all the other departments. When equipment is operating properly, tasks are completed quicker. Managers need to know how the facilities operate at all levels to make sure each department is being taken care of. This helps protect the building as a whole.

When is using a deduct meter a good idea? What should you know before installing a deduct meter?

Many water utilities do not charge for the disposal of water that can be shown not to have entered the sewer system o High cost of disposal highlights the potential benefit of using a deduct meter on the water supply to cooling towers, irrigation, and swimming pool o Deduct meter: submeters water used for these purposes so that it can be deducted from the disposal bill; reducing cost of water by about 50% o Benefit of deduct meters on pools is more limited than on cooling towers/irrigation

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

Most of the costs, which come from POM expenses, do not differ depending on if the building is occupied or not. However, some utilities and POM expenses will be related to occupancy rates so incorrect conclusions may be drawn because of comparing differences. Also, there would be differences because of the different business being conducted at different properties. For example, properties with on-site laundry would have higher POMs.

Preventive

Preventive maintenance is characterized by inspections, lubrication, minor repairs or adjustments, and work order initiation Preventive maintenance on equipment is generally performed using manufacturers' information This type of maintenance may be performed to comply with code requirements, corporate requirements, and insurance standards, as well as in response to the usage of the equipment and the impacts of the equipment's operating environment Preventive maintenance may also result from test and inspection activities that indicate action is needed

What is pulping, and 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 include: • 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 water conservation measures are widely applicable to, and used by, hospitality properties?

Reduce water usage: o Proper maintenance and operation of valves on dishwashers and washing machines o Low-flow shower heads o Reuse water (gray water) are less common, but growing o Growing applications for gray water include landscaping and golf course irrigation o Added benefit of potentially recharging underground aquifers Significant use of water is the laundry operation o Shifting to using ozone laundry to replace the use of most chlorine bleaches, thus yielding a reduction in chemical and water usage o Possible to reduce (and eliminate) use of hot water o Towel and linen reuse programs Incorporate submeters on water lines and regularly read water meters o Submeters on irrigation lines help identify leaks that are difficult to find because they are buried and may run some distance around the property o Submeters on cooling tower makeup water can measure water usage in the towers and this info can be used to monitor tower water usage o Both cooling tower and irrigation water may qualify for exemption from payment of sewage fees, if sub metered Be cautious when installing water conservation practices that may affect guests. Try a few as attest, monitor results, and evaluate before installing devices throughout the property Water usage can be reduced with little effort: control landscape irrigation, install foot-operated faucets in kitchens, and do basic maintenance on water systems

What are examples of re-use, recycling, waste transformation?

Reuse: means of waste reduction has been practiced in the hospitality for many years o 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 o 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 o 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 o Usually in the savings in waste haulage rather than in the money received for the recycled products o 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 Waste transformation o 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. o 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.

How does property size affect the facilities department's role in capital projects and renovations?

Small economy lodging operations have directions of engineering who do much of the work themselves and require more technical than managerial skills. Facility managers in large operations generally do not oversee housekeeping activities

What is submetering, and why is it a good management practice?

Sub-metering is a method of tracking and recording energy usage by department or function such that usage can be accurately be matched to specific operations (such as laundry) and charged to those operations (if desired). If departmental managers were held responsible for the energy usage within their department, there is a good chance they would pay more attention to it and efforts would be made to reduce that usage.

What is sustainability and what impact does it have on the success of a property?

Sustainability: embraces not only typical environmental concerns but also dimensions such as the three E's: economics, environment and equity o Economic sustainability: a major concern and a major challenge o Environmental sustainability: avoid "killing the golden goose" as the natural environment is the appeal for many firms o 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

What are the 5 commonly recognized hazardous substances? What danger potential does each present?

Toxic: cause damage to health, physical or mental impairment, or death o (e.g. pesticides) Flammable: can easily be ignited by spars or flames and cause fires. Of particular concern are those liquids with low flash points o (e.g. solvents and fuels) Explosive: capable, by chemical reaction within themselves, of producing such a temperature, pressure, and speed to cause damage to the surroundings 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. o (e.g. oven/toilet cleaners) Infectious: contain viable microorganisms and their toxins o (e.g. medical waste or contaminated food)

Why is waste management important to hotel operations?

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 o Potential economic benefits are significant o Supervision and inspection of trash container contents can reduce unnecessary losses

Facilities Maintenance and Repair

o A significant portion of the property operation and maintenance (POM) budget is consumed by maintenance and repair demands o Maintenance activities are those done to keep something in an existing state or to preserve something from failure or decline o Repair activities are those that restore something by replacing a part or putting together what is torn or broken o There is value in functioning in a maintenance mode rather than a repair mode; an appropriate mix of maintenance methods and capital expenditures is a sound approach to keeping repair to a minimum

Market Factors

o Both businesspeople and their customers have become more educated on environmental issues and best practices o Some customers look for "green" hotels, so more and more hotels are paying attention to "green" issues o Increasingly, the RFP process from meeting planners and other hospitality customers now includes requests for information about a hotel's environmental practices o Many businesspeople look for supplier/vendor environmental certification through the ISO 14000 standards series o It's possible that in the near future, certification of high environmental performance will be a requirement of doing business, just as adequate credit and insurance coverage is today o The "green meetings" movement is striving to reduce the environmental impact of meetings and conventions, through initiatives ranging from recycling to sustainable menu choices to methods to offset the environmental impacts of travel o The food service sector, too, is more sensitive to environmental issues through building greener stores, implementing aggressive recycling programs, using sustainable materials, and using environmentally conscious product sourcing

Computerized and Internet-Based Facilities Management

o Computerized maintenance management systems (CMMSs) in lodging are used for a variety of functions: large operations often control primary building systems (e.g., HVAC) by computer o The most sophisticated CMMSs not only control HVAC equipment operation and building comfort but also fire protection interfaces, security systems, and electric power management o Preventive, scheduled, and guestroom maintenance along with work orders can all be a part of a CMMS o CMMSs can bridge the gap between the housekeeping and maintenance departments o CMMSs generate information for management decision-making that earlier maintenance management systems could not o CMMSs are being used both at the unit level and the regional/corporate level, enabling regional/corporate managers to oversee unit-level facilities activity o Today, many CMMS implementers are not loading their systems into individual computers at the property level; rather, they are using the Internet to provide greater access to more people to more building information

What safety concerns must be addressed when directly fired water heaters are used to heat indoor swimming pools? What advantages might heat pump water heaters have in such a setting?

o Directly fired heaters for indoor pools have been implicated in incidents of carbon monoxide poisoning, as a result of inadequate provision of combustion air and/or inadequate venting of exhaust gases o Heat pumps have seen increasing use as a means to control the interior environment around indoor pools, conserve pool water and chemicals, and reduce energy costs o Some units are installed in the pool exhaust airstream, where they extract water (and return it to the pool) and heat (which is used to keep the pool air comfortable) o Others are located within the pool are and dehumidify and heat the air in this area o Overall effect is to reduce the humidity around the pool, which reduces corrosion, odor, and other effects of humid, chlorine pool air.

Energy Conservation and Management

o Energy conservation and management have long been of concern to the hospitality industry o Energy typically represents 4 to 6 percent of hotel revenues for U.S. hotels o Energy includes usage of electricity, fossil fuels, water and sewer, certain vehicle fuel, and in some instances purchased steam, hot water, and chilled water o Good facilities management practices involve actions that will help control energy usage, such as good recordkeeping, submetering, proper operation of equipment and systems, reduction of equipment operating hours, reduction of energy loads (through energy-efficient windows, for example), recovery and reuse of waste energy, use of the least-costly fuel source, and on-site energy generation

Regulatory Issues

o Environmental legislation requirements are tightening more and more around the world, which means that concern for environmental issues is not only good business, it is also in many cases the law o Environmental impact must be addressed from the feasibility stage of a new project through operations (including renovations)—all within the context of regulations o Failure to follow environmental regulations can result in fines and penalties

Facilities Benchmarking

o Facilities benchmarking involves developing numerical (and other) standards that allow comparison of a given facility to itself and to other facilities o The goal of facilities benchmarking is improved cost control and better service o Facilities-related costs and other facilities measurements are best compared on a per-square-foot/square-meter basis o A number of tools to assist hotels in benchmarking their energy and environmental practices have emerged in recent years (e.g., the Energy Star Portfolio Manager program) o The most readily used benchmarking data source is the property itself; comparing performance with similar time periods in previous years or monitoring long-term trends in performance is readily done o The creation of benchmarks for the POM budget can be expressed in total expenditures per room or as a percent of revenue o The introduction of computerized maintenance management systems has significantly increased the ability of managers to use new benchmarks

Initial Costs—Development and Construction

o Facilities within the hospitality industry vary greatly, from budget lodging operations with small and simple physical plants to convention, resort, and luxury properties that may resemble small cities o Food and beverage facilities range from simple airport kiosks to large, elaborately themed restaurants o Even a modest budget hotel represents an investment of several million dollars; a large luxury property could cost several hundred million dollars o The development and construction of a hospitality facility represents a commitment of capital by owners who expect a return on their investments o The expected return is driven by two elements: (1) operating profit, and (2) real estate appreciation o A facility constructed with appropriate quality and good budget control should have predictable costs for maintenance, operation, and renovation

Facility Components and Layout

o Facility components dictate the needs for facility maintenance, renovation, and operation o The presence of recreational facilities, kitchens, food and beverage outlets, convention space, meeting rooms, and extensive landscaped grounds will all create maintenance needs o Layout also affects maintenance needs; for example, a high-rise structure generally has more complex building systems and concerns than a low-rise facility

Franchise Agreements

o Franchise agreements establish important requirements for property operation and maintenance o Most franchisors require that facilities be developed and operated according to the franchisors' operating manuals o These manuals establish minimum standards and requirements for constructing, equipping, furnishing, supplying, operating, maintaining, and marketing the establishment

Management of Fresh Water Resources

o Fresh water is a valuable resource, so hospitality firms should be good stewards of it by using as little as possible and helping to protect fresh water quality o Efforts to reduce water usage can save money o Some hospitality properties may find themselves subject to regulations limiting water usage because of supply shortages o Resorts are the most likely to pay particular attention to social responsibility as it relates to fresh water, as their presence in a community often has a big impact on the water supplies of the local community o Low-volume showerheads and toilets can greatly reduce the amount of fresh water a hotel uses; rainwater capture and water reuse (directing refrigeration condenser cooling water to the laundry, for example) can help supplement water supplies

What is gray water? What are applications for its use in hospitality?

o Gray water is reuse water o Growing applications for gray water include landscaping and golf course irrigation o Added benefit of potentially recharging underground aquifers

Hazardous Substances

o Hospitality businesses generally do not create or use large quantities of hazardous substances o Hazardous substances include those that are toxic, flammable, explosive, corrosive, and infectious

The Role of Facilities in the Hospitality Industry

o Hospitality facilities play a major role in guest satisfaction o Hospitality facilities provide an appealing visual environment that contributes to the overall ambience, experience, and comfort of guests o For some components of the industry, such as destination resorts, theme restaurants, casinos, theme parks, and water attractions, the facilities themselves are the attraction o Unseen facilities components also contribute to guest satisfaction, such as those that control indoor air conditions or provide clean water for guests o Besides contributing to the pleasurable experience of the guest, facilities play a role as the "manufacturing plant" in the creation and delivery of services and products o Facilities help to define the industry and provide identity in the marketplace o Industry growth comes as a result of additions to the number or size of facilities o Hospitality facilities provide owners with a return on investment o Facilities play a key role in the amount of revenue generated at a property

Building Certification

o In recent years there has been increasing interest in establishing standards for "green" or "sustainable" products of many types, including buildings o One early building certification program was created by the Building Research Establishment's Environmental Assessment Method (BREEAM) in the United Kingdom; BREEAM also has a presence in various European Union countries and elsewhere o BREEAM assesses new and existing structures, awards points, and rates buildings on a star system o In the United States, the U.S. Green Buildings Council (USGBC) has developed a certification program for new and existing buildings that is referred to as LEED (Leadership in Energy and Environmental Design) o The LEED certification program recognizes best-in-class building strategies and practices

Facilities Managers in Lodging Operations

o Individuals in charge of the lodging facility may have one of a variety of titles, such as Director of Engineering, Chief Engineer, Director of Property Operations, or Director of Facilities o Responsibilities vary as well: small properties may have the director of engineering do much of the actual work, so that this individual needs more technical than managerial skills; at large properties, the director of engineering is much more of a manager, overseeing a large budget and staff o Facilities managers in lodging properties generally do not oversee housekeeping or security activities o Lodging facilities managers are likely to have some technical background generated in military service, contracting firms, or trade and technical schools o Most U.S. property-level facilities managers do not hold four-year engineering degrees, although outside the United States it is not unusual for a facilities manager to do so o The salaries of facilities managers are on the lower end compared with other members of a property's executive committee o Facilities staffing varies with the age of the property, services offered, types of systems, commitment to in-house versus contract services, and other factors; staffing levels of 2.5 to 4 facilities staff members per 100 guestrooms covers the likely range, although luxury and first-class hotels may have significantly more

Management Contracts

o Management contracts require management to fund reserves for future maintenance and repair needs, to solicit the owner's approval before making building-related expenditures, and to report to the owner regarding how funds are used o Management contract changes in the 1990s brought replacement reserve funds more in line with actual expenditures o Under the terms of most management contracts, the operator generally needs the owner's approval to spend the reserves o Operators and owners can disagree about whether a certain expenditure should come from the POM budget, the reserve account, or the owner's capital o Operators and owners may also disagree about whether contractors should be called in to do a specific task that may or may not be considered "emergency" maintenance o Such disputes can have major effects on the physical plant and on the options available to meet perceived needs

Social Responsibility Dimensions

o Many firms recognize the interaction of environmental policy with corporate social responsibility o The items considered part of a socially responsible environmental program can and will vary depending on the company, location, and a host of other factors o For guidance, hospitality managers can look to the International Hotels Environment Initiative and Agenda 21 for the Travel & Tourism Industry

Action Plan for Dealing with Hazardous Substances

o Minimize the use of hazardous materials o Use more environmentally acceptable alternatives o Limit the use of hazardous materials to trained personnel o Ensure that hazardous materials are stored, labeled, used, handled, and disposed of properly o Identify and record where hazardous materials are being used, what they are being used for, and the reasons for their use o Assess the hazards associated with their use o Review handling, storage, labeling, and disposal procedures o Compile a hazardous materials manual, including Material Safety Data Sheets

What is the most important water quality concern? What are several secondary quality concerns?

o Most important concern is related to potability (suitability for drinking) o Involves examining presence in the water of bacteria, nitrates, trace metals, and organic chemicals o Other quality concerns not directly related to potability include color, odor, taste, clearness, mineral content, and acidity/alkalinity o Other water quality concerns not directly related to potability. May be largely aesthetic (e.g. odor and turbidity) or may be relevant for (water-using equipment) o Potability concerns were once largely limited to concerns about coliform bacteria, which can occur when a well is contaminated by a nearby septic system. Treatment via chlorination is the common solution o More recent potability concerns have extended to fertilizers, pesticides, herbicides, gasoline and other hydrocarbons, and a variety of heavy metals o Have little effect on guests, but if present in sufficient quantities they may affect employees (because guests don't stay very long) o Removing most of these contaminants is possible with rather expensive treatment systems

Wastewater Management

o Most of the fresh water used by hospitality operations ends up leaving the operation as wastewater o Operators pay for wastewater disposal as a component of their water bill, as a separate charge, or in the form of their own wastewater treatment plant o Costs can range from $75 to $200 per room per year for wastewater treatment o Local regulations typically govern the quality levels of water discharged from wastewater treatment plants and water discharged to the local wastewater system o Market factors can clearly be influential in wastewater management, as, for example, poor management can lead to polluted beaches and canceled reservations o Discharge of untreated wastewater to the environment is socially irresponsible; hotel owners and managers need to ensure that wastewater treatment plants

Operating Costs

o Once a facility is constructed, it will have ongoing operating costs o The two principal cost entries on the operating (income) statement pertaining to facilities operation are the "property operation and maintenance" (POM) account and the "utilities" account o In the United States, lodging properties expend more than $13 billion annually for POM and utilities o Individual hotels typically pay 7 to 9 percent of revenue for POM and utilities o The POM account includes all labor and fringe benefit costs in the facilities department (accounting for about one half of POM expenses), maintenance supplies and expendables, and all contract maintenance costs o The utilities account includes electricity, fuel, steam, and water/sewer

Hazardous Substance Issues

o Properties should ensure that PCBs to not leak from transformers and other electrical devices, and that PCB-contaminated products are disposed of properly o Properties should take precautions that asbestos does not become airborne and then inhaled by building occupants; proper procedures to identify and manage/dispose of asbestos are well developed and should be followed o On-site storage of fuels can lead to fuel leaks and discharges that can be highly damaging to the environment; proper procedures and regular inspections of tanks and supply pipes are critical to maintaining the integrity of these storage systems o Fuel storage tanks should be above ground so that leaks can be more easily and quickly detected and dealt with o Common corrosive materials such as cleaning chemicals, chlorine for pool water treatment, and bleach used in laundry operations must be handled responsibly o Food service operators in the United States and elsewhere often use the HACCP approach to managing potentially infectious food products

Training and Certification

o Providing the necessary training for facilities employees and managers is not difficult but it does require commitment, time, and money o The American Hotel & Lodging Educational Institute offers a Maintenance Employee Hospitality Skills Certification program, along with other instructional materials o Facilities line staff can benefit from training programs offered by technical schools, trade associations, and equipment suppliers o Training and certification programs for the facilities department's management staff are also widely available; managers need training in not only technical skills but also managerial and communication skills

Recycling

o Recycling as a means of conservation can be turned into a revenue stream o The price paid for a lodging property's recyclable materials varies geographically and over time o The main economic value to a property of a recycling program is usually in the savings in waste haulage rather than in the money received for the recycled products o A recycling effort will generally focus on the following materials: glass, metals, plastics, paper, cardboard, and yard waste o Recyclable material such as glass, plastic, paper, and metal usually must be separated into its various types to be accepted by recyclers

Renovation Costs

o Renovation costs come under the category of capital expenditures, or CapEx o Recognition of the unique and expensive nature of CapEx, planning for its needs, and managing its implementation represent a significant portion of a facilities manager's duties o Historically, management contracts for lodging properties called for 3 to 4 percent of revenue to be placed in a "reserve for replacement" or CapEx account o CapEx can range from near zero to as much as 30 percent of revenue in a given year o Over a full-service hotel's first 30 years of life, CapEx will approximately equal and may exceed 7 percent of total gross revenues

Reuse

o Reuse or repurposing has been practiced in the hospitality industry for many years o Beer kegs and beverage containers holding syrup concentrate are typical reuse items o Administrative areas commonly reuse printer cartridges and water cooler bottles; operators have long returned shipping trays and pallets to suppliers for reuse o Reuse does not have to happen on the property itself—used linens can be donated to shelters or other charitable organizations, for example o Furniture and equipment items from renovations are often sold to liquidators so that they can be reused

Hotels In California

o Specifically, the rules adopted Tuesday: o Ban all restaurants, bars and hotels from serving water unless customers ask for it. o Require all hotels and motels to provide signs in rooms telling guests that they have the option of choosing not to have towels and linens washed daily. o Ban Californians from watering lawns and landscaping with potable water within 48 hours after measurable rainfall. o Require cities, counties, water districts and private companies to limit lawn watering to two days a week if they aren't already limiting lawn and landscape watering to a certain number of days a week. The rule applies to all 411 water providers with more than 3,000 customers in California, covering more than 95 percent of the state's population.

What is the difference between the storm sewer system and the sanitary sewer system? Which water subsystems flow into each?

o Storm sewer system: involved in the disposal of rainwater. It flows directly to some discharge location where the rainwater enters a river, lake, or other drainage system o Sanitary sewer system: involved in the removal of waste products from the facility. This system carries waste products to a sewage treatment facility.

Responsibilities of the Facilities Department

o Systems and building design o Systems and building commissioning o Building and system operations o Building maintenance o Guestroom, furnishings, and fixtures maintenance o Equipment maintenance and repair o Equipment selection and installation o Contract management o Utilities management o Waste management o Budgeting and cost control o Security and safety o Contractual and regulatory compliance o Parts inventory and control o Modifications, additions, and renovations o Special projects o Staff training o Emergency planning and response o Corporate reporting

The Hospitality Industry Addresses Environmental and Sustainability Issues

o The American Hotel & Lodging Association in the early 1970s formed a standing Committee for a Quality Environment; today there is also a Sustainability Committee o The International Hotel and Restaurant Association, World Travel & Tourism Council, and International Hotels Environment Initiative have introduced a host of programs to heighten awareness in identifying and reducing environmental impacts o Local and regional travel and tourism associations have also been active, providing training materials, technical assistance, and awards programs for best practices o "Sustainability" embraces not only typical environmental concerns but also recognizes the need to balance the basic business components of people, planet, and profit—the Three P's (the triple bottom line) o Sustainability is a major theme pervading the global business community, and its importance to the success of the hospitality industry continues to grow

How does the organization of plumbing risers affect maintenance needs?

o The building water systems are usually designed to group rooms together vertically, particularly in high-rise designs. o Buildings are usually designed to have guest bathrooms back-to-back. o Result in group of rooms in sets of two by floor and vertically within the guestroom blocks for the supply of potable water and removal of waste. o This grouping into plumbing risers, makes it necessary to shut down groups of rooms above and below allocation with a water system problem to perform needed maintenance.

Economic Considerations

o The economic considerations of environmental actions are often both compelling and significant o Many environmental initiatives have significant economic benefits o For example, switching from incandescent lamps to LED lamps results not only in an environmental benefit, but a cost-savings benefit as well o Recycling is good for the environment, and it also reduces a property's waste disposal costs

Equipment

o The equipment installed at a facility will have an impact on the need for maintenance o Equipment concerns that affect maintenance and operating needs involve equipment: o Durability o Lifetime o Reparability o Efficiency o Accessibility

Budgeting for POM and Utilities

o The facilities department's expenditures for property operation and maintenance (POM) and utilities are 8 to 9 percent of a U.S. property's revenue o For most properties, salaries, wages, and employee benefits constitute about 40-50 percent of the POM expenditure o Contract maintenance costs can constitute 25 percent or more of the non-labor element of the POM budget o Utility costs include not only energy (fuels and electricity) but also water and sewer charges o Electricity rates vary widely from state to state (and even within states) o Natural gas prices vary by state and by month o When budgeting for POM, the labor portion is approached as it would be for any department; the non-labor portion is usually adjusted by applying a percentage increase (or decrease) to the previous year's portion o Budgeting for utilities is best handled by dealing with the actual units of energy purchased (kwh, gallons, liters, etc.) and attempting to secure price estimates for the coming year from suppliers

Capital Expenditure (CapEX) Management

o The management of capital expenditures (CapEx) is a significant task o At small properties, the owner or general manager may be extensively involved in the planning decision and implementation of capital expenditures; at large properties, the owner and general manager are also heavily involved, but the facilities manager may play a more significant role o Two major managerial functions related to capital expenditures must be addressed: (1) planning and budgeting, and (2) execution o Planning and budgeting for CapEx requires knowledge of the expected lifetime of various elements of the facility and the cost of their replacement o Generally speaking, CapEx activity becomes heightened beginning in approximately year five of a property's existence o A property should have a CapEx plan that addresses at a minimum its near-term needs (2 to 5 years), with the management team being at least aware of expected longer-term needs (6 to 25 years) o With CapEx expenditures, some years see dramatically higher expenditures than others, since some CapEx costs can't be spread over a number of years o In some cases, the planning and even the execution of CapEx at hotels is under the oversight of an asset manager o CapEx expenditures are made by the owner and represent large outflows of cash

Materials

o The materials used in a building will affect not only maintenance needs, but also renovation needs and such operating costs as energy and insurance o Poor material selection will lead to higher maintenance costs that often can only be remedied by capital investments

Quality and Types of Construction

o The quality of a building's construction will affect the maintenance, operation, and renovation of the building o The design and construction of hospitality facilities involves multiple individuals bringing their expertise to bear in creating the final product; when some element of the building doesn't work, problems can result o Types of construction: o Wood-frame vs. masonry o Exterior surfaces requiring painting vs. those that do not o Plaster walls vs. drywall walls o Poor energy efficiency walls, roofs, and windows vs. energy-efficient walls, roofs, and windows

Systems

o The types of systems found in a building will clearly affect facility management o Many hotels install centralized heating, ventilation, and air conditioning (HVAC) systems o Systems installed in modern buildings can be quite complex and are often computerized o Systems such as cable and satellite TV and Wi-Fi, wireless Internet connection, and increasingly sophisticated entertainment venues within casino hotels and other facilities have increased facilities-related system needs; this trend is certain to continue o New systems in buildings, and the maintenance implications of these new systems, could redefine the skills set of today's facilities engineer o At times building systems are oversized, which lead to operating and maintenance problems

Contract Services, Responsibility Accounting, and Facilities Costs

o There was a time when many contract services were charged to the POM budget regardless of which department used those contract services; now charges are assigned to the Contract Services line of the affected departments o The income of a revenue department is computed by subtracting from departmental revenue a number of expenses; however, departmental expenses omit a number of significant costs that a revenue department may incur indirectly o Managers may ascribe many of the undistributed operating expenses and deductions from gross operating profit to the revenue department in order to get a better picture of the actual departmental performance; submetering of utilities may be a part of this effort o Arguably, the easiest facilities expense to charge to areas using the service is that of POM o Expenses incurred by the facilities department for providing special customer services (such as for trade shows or weddings) are to be charged to the department receiving the revenue for these events o An additional cost-tracking opportunity is to allocate capital expenditure costs to departments

Waste Transformation

o Three forms of waste transformation are incineration, pulping, and composting o Waste transformation by incineration is still used today in some locations; incineration can be done at the unit level or in a large waste-to-energy facility o Unit-level incineration is often the option of choice where landfill disposal is not feasible; if heat recovery is combined with incineration, and if recyclable and toxic materials are removed from the waste before burning, incineration is viewed as minimally harmful to the environment o With pulping, a pulping machine mixes food waste with water, grinds it up, presses it, then expels the remaining pulp into a holding bin; garbage volume is reduced by 75 to 80 percent, which dramatically lowers waste disposal costs o Composting is becoming a common form of organic-matter waste disposal o With composting, hotels and restaurants separate their food waste into separate containers from non-compostable waste; the compostable waste is often retrieved by larger composting operations, although on-site composting machines are an option o In most cases, the cost of hauling away composting waste is less than regular waste removal costs o New technology for "food digesters" Refer to slide 15

TripAdvsior Green Leaders Certification

o What are the levels of the GreenLeaders Program? o TripAdvisor Support - April 07, 2015 15:44 o There are five tiers of the GreenLeaders program. All participating hotels and B&Bs must meet a minimum set of requirements to be included in the program and attain the level of GreenPartner: o Having linen and towel re-use plans o Tracking energy usage on a regular basis o Recycling o Using energy efficient light-bulbs o Educating staff and guests on green practices o Properly treat waste water (either using an on-site or municipal sewage system) o Properties that qualify at the GreenPartner level will have their status shown in their amenities page. o To qualify as a GreenLeader, businesses must also achieve a minimum score on the application survey. GreenLeader properties are eligible for one of the four badge levels: bronze, silver, gold and platinum. Badge levels are determined by a property's overall level of participation in environmentally friendly activities. o GreenPartner: meets minimum requirements o GreenLeader Bronze: meets minimum requirements and achieves a 30% score on the Green Practices survey o GreenLeader Silver: meets minimum requirements + 40% survey score o GreenLeader Gold: meets minimum requirements + 50% score o GreenLeader Platinum: meets minimum requirements + 60% score or higher o Properties that qualify at any of the GreenLeader levels will have their badge displayed on their property listing page and when searching in their city (e.g. New York City hotels) o If you are a hotel or B&B and want more information about how to participate, see our application instructions or read our scoring information.