Hospitality Facilities Management - Chapter 4 PDF

Chapter 4 Hospitality Facilities Management. ‫ڡﺔ‬%‫ڡﻖ اﻟﻀ*ٮﺎ‬%‫ﻣرا‬ Facilities Maintenance and Repair A significant portion of the property operation and maintenance (POM) budget is con...

Chapter 4 Hospitality Facilities Management. ‫ڡﺔ‬%‫ڡﻖ اﻟﻀ*ٮﺎ‬%‫ﻣرا‬ Facilities Maintenance and Repair A significant portion of the property operation and maintenance (POM) budget is consumed by maintenance and repair demands Maintenance activities are those done to keep something in an existing state or to preserve something from failure or decline Repair activities are those that restore something by replacing a part or putting together what is torn or broken 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 Slide 2 Types of Maintenance Routine Preventive Guestroom Scheduled Reactive (emergency/breakdown) Contract Slide 3 Routine Maintenance 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 ،‫ٮﻠﺞ‬1‫ﺤريﻒ اﻟ‬C3‫ وٮ‬،‫ڡ=ى اﻷوراق‬% ‫ٮﺎر‬%‫ وأﺷﻌﻞ اﻟ‬،‫ڡﻄﻊ اﻟﻌﺸﺐ‬3 ‫ٮﻞ‬1‫ٮﺸﻄﺔ ﻣ‬%‫أ‬ ‫ وﻣﺎ إﻟﻰ‬،‫اﻷرﺷ*ٮﺎت‬/‫ﺤﺎد‬C‫ﻄ*ٮﻒ اﻟﺴ‬%‫ٮ‬%3‫ٮﺮ ٮ‬C‫ٮ‬3‫ٮ *ﻌ‬ Slide 4 Preventive Maintenance 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 ‫ٮﺮ إﻟﻰ اﻟﺤ‬+‫ٮﺶ اﻷ&ٮﺸﻄﺔ اﻟﱵ ٮ"ﺸ‬+‫ٮﺎر واﻟ"ٮ&ڡ"ٮ‬6‫ﻀﺎ ﻋﻦ اﻻ&ﺣ"ٮ‬+ ‫ٮﺔ أٮ‬+‫ٮﺎ&ٮﺔ اﻟﻮ"ڡﺎﺋ‬+‫"ڡﺪ ٮ"&ٮ"ٮﺞ اﻟﺼ‬ Slide 5 Guestroom Maintenance 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 Slide 6 Scheduled Maintenance 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) Slide 7 Predictive Maintenance 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. Slide 8 Reactive Maintenance ‫ڡﺔ و‬%‫كﻠ‬3‫ٮﺔ ٮ‬%‫ٮﺮ أﺷﲀل اﻟﺼ*ٮﺎ‬1‫ٮﻤﻞ أﻛ‬3‫ﻣﻦ اﻟﻤﺤ‬ 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) Slide 9 Reactive Maintenance Reactive maintenance: Usually involves premium (overtime) pay ‫"ٮﻀﻤﻦ د&ڡﻊ "ڡﺴﻂ )اﻟﻌﻤﻞ اﻹﺿ‬+ ‫ﻋﺎدة ﻣﺎ ٮ‬ 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) Slide 9  Contract Maintenance Contract maintenance involves outside contractors Contract maintenance is undertaken for a variety of reasons: A desire to minimize the use of in-house staff ‫ٮ‬0‫ڡ‬%‫ﻃ‬%‫ﺤﺪام اﻟﻤﻮ‬%‫ٮ‬-‫ٮﻞ اﺳ‬0‫ڡﻠ‬--‫ى ٮ‬+‫ڡ‬% ‫ﻋ'ٮﺔ‬%‫ اﻟﺮ‬ 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 Slide 10  Contract Maintenance Examples: Elevator maintenance, trash haulage, window cleaning, kitchen duct cleaning, landscaping work, and HVAC control calibration are common contract maintenance services Slide 10  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 Slide 11 Forms/Documents Typically Used in a Maintenance Management System Work or repair orders Equipment data cards Maintenance log cards Room data cards Inventory records Preventive maintenance schedules/instructions Slide 12 Forms/Documents Typically Used in a Maintenance Management System Rooms checklists Material safety data sheets Control schematics Structural plans Mechanical plans Electrical plans Specialty systems plans Slide 12  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 ‫ڡﺪ‬-‫ﻋﺔ ﻋ‬%‫ٮﺎ‬0‫ى ﺻ‬+‫ڡ‬% ‫ٮﺔ‬0‫ٮﺴ‬0‫ﺸﻤﻞ اﻷﺣﲀم اﻟﺮﺋ‬-‫ٮ‬ Key provisions in drafting a maintenance contract include: ‫ڡﺪ‬-‫ٮﺎزل ﻋﻦ اﻟﻌ‬%‫ٮ‬-‫ٮﻢ اﻟ‬-0 ‫ ﻻ ٮ‬- ‫ٮﻦ‬0‫ٮﺄﻣ‬-‫ اﻟ‬ Insurance — No assignment of contract Term — Specifications ‫ڡﺎت‬%‫ اﻟﻤواﺻ‬- ‫ اﻟﻤﺼﻄﻠﺢ‬ Cancellation — Contract fee ‫ڡﺪ‬-‫ رﺳﻮم اﻟﻌ‬- ‫ﻌﺎء‬O‫ اﻹﻟ‬ Contractor not ‫ڡﺎو‬-‫ اﻟﻤ‬ an employee Slide 13a  Contract Services and Outsourcing ‫ى اﻟﻤراﺣﻞ اﻷوﻟﻰ ﻣﻦ اﻟﻌ‬+‫ڡ‬% ‫ﺣﺎﺻﺔ‬% ،‫ٮﺎ‬0‫ٮﺴ'ٮ‬% ‫ٮﺮة‬0‫ڡﺼ‬- ‫ڡﺪ‬-‫ڡﺎرات ﻣﺪة ﻋ‬-‫ﺤﺪم اﻟﻌ‬%‫ٮ‬-‫ﺴ‬-‫'ﺤﺐ أن ٮ‬0 ‫ٮ‬ 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 Slide 13b  Contract Services and Outsourcing 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 Slide 13b  ‫ٮﺔ واﻟ"ڡﺎﺋﻤﺔ ﻋﲆ اﻹ&ٮ‬6‫ادارة اﻟﻤرا&ڡﻖ اﻟﻤﺤﻮﺳ‬ Computerized and Internet-Based Facilities Management ‫ٮﺎ&ٮﺔ اﻟﻤﺤ‬+‫أ&ٮ&ﻄﻤﺔ إدارة اﻟﺼ‬ Computerized maintenance management systems (CMMSs) not only control HVAC equipment operation and building comfort but also fire protection interfaces, security systems, and electric power management Preventive, scheduled, and guestroom maintenance along with work orders can all be a part of a CMMS CMMSs can bridge the gap between the housekeeping and maintenance departments Slide 14 Computerized and Internet-Based Facilities Management CMMSs are being used both at the unit level and the regional/corporate level, enabling regional/corporate managers to oversee unit-level facilities activity 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 Slide 14  ‫ واﻟﻤر‬POM ‫ٮﺔ ل‬+‫ٮزا&ٮ‬+‫وﺿﻊ ﻣ‬ Budgeting for POM and Utilities 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 For most properties, salaries, wages, and employee benefits constitute about 40–50 percent of the POM expenditure Contract maintenance costs can constitute 25 percent or more of the non-labor element of the POM budget Utility costs include not only energy (fuels and electricity) but also water and sewer charges Slide 15  Budgeting for POM and Utilities 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 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 Slide 15 Contract Services, Responsibility Accounting, and Facilities Costs 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 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 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 Slide 16 Contract Services, Responsibility Accounting, and Facilities Costs Arguably, the easiest facilities expense to charge to areas using the service is that of POM 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 An additional cost-tracking opportunity is to allocate capital expenditure costs to departments ‫ٮﻒ اﻟ&ٮ‬+‫ٮﺺ رأس اﻟﻤﺎل ٮ"ﲀﻟ‬+‫ٮﻒ ه[ى ٮ"&ﺤﺼ‬+‫ٮﻊ اﻟ"ٮﲀﻟ‬6‫ٮﺔ ﻟ"ٮت‬+‫&ڡﺮﺻﺔ إﺿﺎ&ڡ‬ Slide 16  ‫اﻟ&ٮ&ڡ"ڡﺎت اﻟرأﺳﻤﺎ‬ Capital Expenditure (CapEx) Management The management of capital expenditures (CapEx) is a significant task 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 Slide 17a