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Preventive Guestroom Maintenance

Companion Guide

Preventive Guestroom

Maintenance

Video Companion Leader's Guide

05350DVD02ENGE DVD05350VHS02ENGE VHS

Disclaimer

This publication is designed to provide accurate and authoritativeinformation in regard to the subject matter covered. It is sold withthe understanding that the publisher is not engaged in renderinglegal, accounting, or other professional service. If legal adviceor other expert assistance is required, the services of a competentprofessional person should be sought. From the Declaration ofPrinciples jointly adopted by the American Bar Association and aCommittee of Publishers and Associations.

Nothing contained in this publication shall constitute a standard,an endorsement, or a recommendation of the American Hotel &Lodging Educational Institute (the Institute) or the American Hotel& Lodging Association (AH&LA). The Institute and AH&LAdisclaim any liability with respect to the use of any information,procedure, or product, or reliance thereon by any member of thehospitality industry.

© 2009American Hotel & Lodging Educational Institute

2113 North High Street • Lansing, MI USAwww.ahlei.org

Table of Contents

Program at a Glance ........................................................................................................ 1

Preparing to Train ............................................................................................................ 2

Conducting the Session ................................................................................................... 3

Introduction ...................................................................................................................... 4

Segments

1. Identifying Guestroom Problems ...................................................................... 6

2. Inspecting a Guestroom ...................................................................................... 7

3. Repair Faucet Leaks and Drips .......................................................................... 9

4. Fix a Leaking Stopper ........................................................................................ 10

5. Unclog a Sink ...................................................................................................... 11

6. Fix a Leaking Shower Head .............................................................................. 12

7. Replace Tub Spout ............................................................................................. 13

8. Fix a Running Toilet .......................................................................................... 14

9. Clear Toilet Clog ................................................................................................ 15

10. Replace Caulk ..................................................................................................... 16

11. Replace Grout ..................................................................................................... 18

12. Patch Damaged Carpet ...................................................................................... 19

13. Repair Burned Carpet ........................................................................................ 20

14. Repair Damaged Drywall ................................................................................. 21

15. Repair Torn Vinyl Wallcovering ...................................................................... 23

16. Repair Ceiling Spot ............................................................................................ 24

17. Internet Connectivity ......................................................................................... 25

Appendix A: Sample Room Inspection Checklist ..................................................... 27

Appendix B: Resources ................................................................................................. 31

Property Training Notes ............................................................................................... 32

© Copyright 2009—American Hotel & Lodging Educational Institute 1

Program at a Glance

Program Objectives

The objectives of the Preventive Guestroom Maintenance program are to:

x Prepare your maintenance team for correctly executing repairs and improvements to the property’s standards.

x Provide required training in a cost effective way.

x Provide job accountability.

Overall, the program is intended to help improve the maintenance process at your property, an important part of guest satisfaction.

Program Materials

Program materials include:

x A DVD that presents how to provide preventive maintenance to key areas of any lodging property including: guestrooms, bathrooms, hallways, public spaces, and internet connectivity.

x This companion Leader's Guide, which contains key points, discussion questions, and hands-on activities to reinforce learning and check understanding.

Who Should Complete the Program?

The audience for the program is all Maintenance Engineers whose primary responsibility is preventive maintenance for the property. It is appropriate for property and maintenance leadership at all levels as well.

New hires should certainly participate in the program. You may also wish to use the program with all existing Maintenance Engineers as refresher training. Or, you may choose to use the program as re-training for any Maintenance Engineer whose job performance needs improvement.

How Long is the Program?

The program, including the activities and discussion, will take about 1 hour and 30 minutes to complete.


Preparing to Train

Familiarize Yourself with the Program

1. Preview the Video.

x Preview the 43-minute video. Invite any trainers, supervisors and/or managers who will be running the program to join you.

2. Read the Leader’s Guide.

x Read all information in this guide thoroughly, including Key Points, Segment Questions, and Segment Activities.

x Note the following symbols that designate special information throughout this Leader's Guide.

= Green Guestroom Practice

= Guestroom Safe Practice

q = Maintenance Checklist Item

Plan the Training Session

1. Plan the Program.

x Decide if you will show the video in a single training session or in segments as needed for refresher training.

x Determine the points in the video you plan to pause for discussion or to ask questions.

x Add additional Segment Questions or Segment Activities to fit the needs of your location.

x In this Leader's Guide, note any property-specific or brand-specific differences that apply to your property.

2. Schedule the Training.

x Allow adequate time to watch the video, review Key Points, discuss Segment Questions, and conduct Segment Activities.

3. Prepare the Training Location.

x Set up the training location with the following equipment: DVD player, monitor, and the video (DVD).


Introduce the Program

x Welcome participants to the Preventive Guestroom Maintenance program.

x Tell participants that correct maintenance of the property is a very important part of guest satisfaction. Well-maintained rooms are an important reason guests choose this property over others in the area.

x Tell participants that the session will take approximately 1 hour and 30 minutes and that it will include discussion questions, practice hands-on activities, and other important information covered to help them to be successful in their jobs.

Watch the Video

x Pause the video as needed for discussion.

Review the Video

x Review Key Points.

x Discuss Segment Questions.

Practice Skills

x Conduct Segment Activities.

Follow Up

x Follow up with employees after training to answer questions and verify application of learned skills.

Conducting the Program


KEY POINTS

Preventive maintenance means identifying and correcting small maintenance issues before they become large, expensive, time-consuming, or potentially dangerous problems.

Purpose behind use of preventive maintenance includes:

x Proactively scheduling repairs to ensure proper maintenance of the property’s facilities, equipment, and landscaping through the use of work orders.

Preventing serious damage or emergency repairs to the property by conducting regular inspections.

Ensuring guests and employees feel the property is both safe and attractive by maintaining a consistent quality of maintenance.

x Reduce repair costs by doing a simple repair before it can develop into a major one.

x Not wasting resources and keeping the available room inventory in balance with guest demand.

x Building guest loyalty by providing an excellent guest experience in a well-maintained property.

Common repair situations covered in the video are:

x Bathroom sink and shower

x Toilet

x Bathtub and tile

x Bedroom carpet, drywall, vinyl wallcovering, ceiling, and Internet connectivity

Introduction


SEGMENT QUESTIONS

1. How does preventive maintenance help improve the property’s bottom line?

2. What is an example of a small maintenance problem that could develop into a major repair?

SEGMENT ACTIVITIES

Activity 1—Replace Now or Repair Later

Using the cost to replace a HVAC filter and the cost to replace the condenser. Have the Maintenance Engineers determine the cost difference between a simple maintenance item and a major repair.

Discuss how this example of preventive maintenance benefits the property.


Segment 1—Identifying Guestroom Problems

KEY POINTS

Methods for identifying problems include:

x Being accessible to guests and their concerns.

x Listening to guest comments.

x Reading guest comment cards or guestroom logbooks.

x Asking guests if they require anything .

x Listening for identifying clues (dripping or running water noises).

x Checking for odd smells (damp, mildew, or musty odors).

Looking for where preventive maintenance may be needed.

When accessing the guestroom, you should:

Follow the property’s security procedures.

x Leave a printed card informing the guest the repair has been completed (when guest is not present).

x Check for other repairs that may be needed.

Check other rooms for the same repair issue.

When processing a work order you should:

x Examine the work order for shorts falls in the preventive maintenance process.

x Look for the type, location, and frequency of the repair.

x Batch process work orders by location, tools required, or time of day (keep noisy repairs for mid-day).

x Put off low priority items until there is enough to complete in a batch.

Effective use of preventive maintenance makes you a better Maintenance Engineer and provides guests with excellent guest service.


Segment 2—Inspecting a Guestroom

KEY POINTS

Guestroom Inspection Best Practices

x Routine checking of guestrooms for a clean appearance, good condition, and dependability of its features is necessary.

x Plan to require one hour per room inspection.

x Try to inspect two rooms a day, three times a week to reduce number of unexpected repairs.

x Routine checking of walls, carpets, tiles, doors, tables, chairs, and other fixtures in public spaces will keep the property looking attractive and well-maintained.

x Maintain all equipment (electrical and other) and machinery to the specifications in the item manual.

x Organize similar repairs types and complete them as a “batch.”

x Increase efficiency by keeping your tool pouch, box, or cart organized and well-stocked.

x Use a checklist of items to inspect to ensure nothing gets overlooked or forgotten.

Follow all guidelines for use of both personal and equipment protective safety gear.

Items to inspect in a guestroom includes:

x Entrance and doors

Rate Card / Fire Evacuation Plan

x Walls, Fixtures, and Artwork

Ceiling, Sprinklers, & Smoke Detector

x Carpet, Furniture, and Lamps (bulbs, cords, outlets)

x Mini-bar

x Television & Remote, Telephone, and Internet Connection

HVAC Unit (filter and exhaust vent)

x Drapes and Windows


x Closet/Coat Rack and In-room Safe

x Bathroom Door, Sink, Mirror, and Vanity

x All Caulk and Grout

x Toilet, Tub, and Shower

x Bathroom Walls, Floor, Ceiling, Vent Fan, and Fixtures (towel rack, paper holders)

See Appendix A for a Sample Room Inspection Checklist.

SEGMENT QUESTIONS

1. How can other departments help to identify areas requiring preventive maintenance?

2. How can conducting regular guestroom inspections improve guest service?

3. What does a guest expect to find when they open the door to their guestroom?

SEGMENT ACTIVITIES

Activity 1—Build-a-Team

Do a team inspection of a guestroom by recruiting members of:

x Management

x Maintenance/Engineering

x Front Office/Desk

x Housekeeping

Ask them to inspect the room based on their job position, such as asking front desk employees to look for potential areas for guest complaints, housekeeping for cleaning issues, and maintenance for repair problems.

Select a room due for preventive maintenance where problems are known to exist or ahead of time create issues for the team to detect and have a checklist of those problem areas to see if the team finds any or all of them.


Segment 3—Repair Faucet Leaks and Drips

KEY POINTS

Checklist for repairing a leaking faucet:

q Close sink stopper so screws won't go down the drain.

q Place drop cloths around work area to keep it clean (do not use guest towels for this purpose).

q Use a protective cloth/rag to unscrew and remove the aerator.

qTurn off the water supply.

q For cartridge-style faucets loosen the screw that secures faucet handle and remove handle protecting it with a rag. Twist off cap ring and remove cartridge assembly and O-ring.

q Place new O-ring around lip of chamber and insert new cartridge until it aligns properly. Place the cap ring back on top and tighten (avoid over tightening).

q Replace handle and tighten the set screw. Turn water back on to test hot and cold water, also check for leaks.

q On stem faucets, gently pop the handle off with a screwdriver and unscrew the center screw.

q Remove the small washer and spring at the bottom of the stem chamber using a Phillips-head screwdriver.

q Place the new washer and spring on a pencil to insert them into the bottom of the stem chamber. Use a screwdriver to remove the washer and spring from the pencil. Make sure the two pieces are properly seated in the chamber.

q Insert new stem assembly into the chamber making sure it is in the correct position before replacing and tightening cap ring.

q Replace faucet handle and center screw as well as the handle cover.

q Finish reassembling the faucet and test for proper operation and leaks. Clean up the sink faucet work area before leaving guestroom.

SEGMENT QUESTIONS

1. Why is over tightening screws not recommended?


Segment 4—Fix a Leaking Stopper

KEY POINTS

Checklist for repairing a leaking stopper:

q Look for a blocked stopper by lifting the rod. Some types of stoppers will need to be twisted to lift.

q Clear it away any debris or hair and slip on a new rubber seal if one is needed.

q Adjust the screw and strap assembly under the sink until the stopper is seated properly.

q If adjusting the clevis screw doesn't help try to reset the pivot rod by squeezing the spring clip. This should free the pivot rod.

q Move the clip up next to the clevis hole and insert the rod.

q Tweak as necessary to find the right hole and to get a good stopper seal.

q Clean up the sink work area before leaving the guestroom.

SEGMENT QUESTIONS

1. Why is repairing a leaking stopper necessary?


KEY POINTS

Checklist for unclogging a sink:

q Fill the sink with two inches of water.

q Cover the overflow outlet with a cloth/rag.

q Place a plunger over the drain so a tight seal forms between the plunger and the sink.

q Clean up the sink work area.

Make sure the entire bathroom is clean and ready for guests.

Segment 5—Unclog a Sink

SEGMENT QUESTIONS

1. How can you tell if the leaking unit is a cartridge- or stem-style faucet?

2. How would you obtain the replacement parts for repairing a broken sink stopper?

SEGMENT ACTIVITIES

Activity 1—Stop the Leak

Pull a work order for a guestroom with a leaking faucet. Have an experienced Maintenance Engineer make the repairs following the checklist. Stop after each step to discuss what was done and answer questions.

When possible, allow the trainee to do some or all of the repair while the experienced Maintenance Engineer observes.


Segment 6—Fix a Leaky Shower Head

KEY POINTS

Checklist for repairing a leaking shower head:

q Carefully tighten the shower head where it threads into the water supply. Use a cloth/rag to prevent damage to the metal. Also avoid twisting the water supply pipe.

q Turn off the water supply.

q If it is still leaking, unscrew the shower head from the water supply pipe.

q Clean and dry the threads on both the shower head and the water supply pipe.

q Wrap a fresh piece of Teflon® tape around the dry thread on the supply pipe in a clockwise direction.

q Screw the shower head back on over the Teflon® tape on the pipe thread until it is snug, but not too tight (lug tight).

q Turn the water supply back on and check to see if the leak has stopped.

q Wipe down the shower area and make sure it is dry before leaving.

Make sure the shower area is clean and ready for guests.

SEGMENT QUESTIONS

1. What purpose does the Teflon® tape serve when repairing a leaky shower head?

SEGMENT ACTIVITIES

Activity 1—Tape it up

Applying Teflon® tape can be tricky to do. Using a piece of scrape threaded water supply pipe have trainee practice wrapping the tape clockwise before securing a spare shower head on the pipe to test the seal. Using a funnel pour a small amount of water into the pipe to test for leaks.


Segment 7—Replace Tub Spout

KEY POINTS

Checklist for replacing a tub spout (shower/tub diverter):

q Look under the tub spout for an Allen screw. Using an Allen wrench, unscrew it.

q Remove the tub spout by loosening the caulk. Use only knives with self-retracting blades to avoid the types of injuries caused by razors or regular knives.

q Use the handle end of a screwdriver or the padded end of channel lock pliers to avoid damaging the diverter spout while removing it.

q Replace the washer on the diverter spout if it is worn or damaged and insert back into the tub spout. However, sometime it is better to replace the entire tub spout.

q When replacing the tub spout locate the threaded pipe sticking out from the wall after the spout has been removed. Clean the pipe threads and apply pipe compound to them.

q Screw the new spout into place and using caulk to create a seal around it.

SEGMENT QUESTIONS

1. How is pipe compound applied and what is the purpose of using it?

SEGMENT ACTIVITIES

Activity 1—The Hidden Part

Using an old tub spout and piece of water supply pipe, show how the spout screws into the water supply pipe. Also show where the Allen screw is located and how it secures the spout to the pipe and holds it in place.

If time allows, let the trainees practice removing and replacing the tub spout using the demonstration training materials.


Segment 8—Fix a Running Toilet

KEY POINTS

Checklist for repairing a running toilet:

q Turn off the water supply to the toilet.

q Make sure the flush handle isn't stuck. If it doesn't return easily, loosen the nut on the back of the handle inside the tank.

q Check to see if the lift chain is caught or twisted. Trim excess chain to prevent tangling.

q If the lift chain isn't the problem, bend the float arm down slightly to shut off the inlet valve.

q Check the flapper for pitting and wear that might cause it not to seal correctly and allow leaking.

q If the flapper is in good shape, you can either replace the washers in the top of the ballcock assembly or replace the entire assembly.

q Make sure the refill tube is inside the overflow pipe so tank will fill with water. Replace the holding clip if needed.

q Turn the water supply back on and flush to check that the running water problem has been corrected.

Make sure the toilet and surrounding area is clean and ready for guests.

SEGMENT QUESTIONS

1. What does the flapper look like when it needs to be replaced?

SEGMENT ACTIVITIES

Activity 1—What's Inside

Locate a toilet with enough room for those attending the training session to be able to gather around it.

Using the checklist above discuss where each item is located and demonstrate some of the steps such as: tightening the nut on the handle, bending the float arm to close the shut off valve, and location of washer to replace on the ballcock assembly.


Segment 9—Clear Toilet Clogs

KEY POINTS

Checklist for clearing toilet clogs:

q If a toilet is clogged but not causing a back up somewhere else, don't try to flush it, this may cause an overflow.

q Instead, lift the tank lid and raise the flapper valve to let a small amount of water pass through. This will show if the toilet is actually clogged.

q For a clogged toilet, place the plunger over drain in the bowl at an angle to form a tight seal.

q Firmly pump the plunger up and down.

q Lift the flapper valve again to let in water to see if the clog has been removed.

q If the plunger fails to break the clog, you will need to use a toilet snake or closet auger.

SEGMENT QUESTIONS

1. What are some common causes of toilet clogs?


Segment 10—Replace Caulk

KEY POINTS

Checklist for replacing caulk:

q Slit out the caulk with a razor knife (preferably with a retractable blade for safety). Pry the caulk out using a putty knife.

q Scrape away any leftover caulk with putty knife and clean up any residue with rag.

q Select the correct type of caulk for the job. All-purpose caulk is used for surfaces that need to be waterproof or painted.

q Latex caulk is used for interiors such as door frames and ceilings.

q Silicone caulk is used for waterproofing around sinks, vanities, toilets, showers, or tubs.

q Cleanly cut the caulk tube with a razor knife to match the size of bead you want to run.

q Squeeze the caulk in to a smooth even bead line, filling the seam. Make sure the bead line is free of air pockets.

q Use a wet finger or caulk bead tool to smoothly push the caulk into the seams.

q Once you have finished caulking, cap the tube with a galvanized nail (won't rust and ruin the caulk) or the cap that came with the tube.

q Clean up any excess caulk before it has a chance to dry.

q Allow the caulk to cure for at least six hours before the area is used or painted.


SEGMENT QUESTIONS

1. When selecting caulk what other items should you think about when choosing the right one for the job?

SEGMENT ACTIVITIES

Activity 1—Beading

Using a caulk gun loaded with an inexpensive tube of caulk, allow the trainees to practice running an even bead of caulk on to cardboard. A piece of corrugated cardboard with one layer removed to expose the corrugated middle will allow them to practice smoothly filling the seams with a single bead run.


Segment 11—Replace Grout

KEY POINTS

Checklist for replacing grout:

q Use an awl or grout awl to remove old grout. Never use a razor since it can break and cause an injury.

q Mix new grout until it thickens to the consistency of peanut butter.

q Spread the grout with a squeegee to fill the joints between the tiles.

q Scrape off the excess grout with the squeegee and rinse the squeegee in a bucket of water. Never flush the grout-filled water from the bucket down the toilet since it will cause a serious clog.

q Let the grout set for 15 minutes, then shape the grout into the joints using a wet sponge.

q The grout will need to dry for two hours. Once dry, use a clean, dry cloth to polish the tiles and remove any light "haze" left from the grout.

q Seal the grout after it dries, following the directions on the sealer's package. Avoid getting the sealer on silicone caulk because it will cause it to shrink.

Make sure the bathroom is clean and ready for guests.

SEGMENT QUESTIONS

1. 1. What is the correct way for disposing of the grout-filled water bucket?


Segment 12—Patch Damaged Carpet

KEY POINTS

Checklist for patching damaged carpet:

q Find a remnant that matches the carpet or take a piece from a place it won't be missed.

q Cut out the damaged section with a carpet knife. Wear cut-resistant gloves on the hand the most in "harm's way" (likely to be cut by the carpet knife).

q Place the damaged piece, front-to-back, with the remnant. Make sure the carpet pile runs the same direction for both pieces.

q Cut the replacement piece with the carpet knife, using the damaged piece as a pattern. This will create a replacement carpet "plug."

q Put the replacement piece into the hole where the damaged piece was. Trim it to fit.

q Cut and place pieces of carpet seam tape around the edge of the hole, with half of the tape's width exposed from beneath the existing carpet.

q Using a hot glue gun, glue the existing carpet and the tape together. Press down so the carpet sticks to the tape.

q Spread hot glue on the exposed side of the tape, then line the pile on the remnant "plug" with the pile on the existing carpet, and press firmly into place.

q Run a tractor tool across the seam to blend the two pieces together.

q Vacuum the carpet after the glue has had time to dry and bond. This will fluff the carpet and help to further blend the "plug" in.


Segment 13—Repair Burned Carpet

KEY POINTS

Checklist for repairing burned carpet:

q For minor carpet burns, trim the burned carpet fibers/pile with a pair of scissors.

q Use the point of the scissors to rough up the remaining fibers/pile.


Segment 14—Repair Damaged Drywall

KEY POINTS

Checklist for repairing damaged drywall:

q Remove any wallcoverings from the damaged area. Locate vertical studs using a stud finder.

q Using a level, measure a square around the damaged area. When it is possible, measure the space to be cut horizontally toward the center of the nearest wall stud. This will later allow the new drywall to be attached directly onto the studs.

q Use the measure to cut a replacement piece of new drywall to fit the damaged area. Use a level, the correct drywall cutting tools, and glove to protect hands from injury.

q Place the piece of replacement drywall over the damaged area and trace around it.

q Carefully cut out and remove the traced over section of damaged drywall. Avoid cutting or damaging pipes or wiring in the wall. If electrical wiring is present, cut power to the wall you plan to cut to avoid serious injury. Be aware of what other areas may be affected by the power loss and coordinate repair accordingly.

q Place the new piece of drywall in the hole and trim it to create a good fit. Secure the drywall into the studs using drywall screws.

q Use a level to trace around the edges of the repair to show where the drywall tape should go.

q Cut through the trace line and peel off the drywall paper.

q Cut lengths of drywall tape to fit over the area. (Self-adhesive or mesh)

q Apply cut lengths of drywall tape tape to the area where the drywall paper was removed and run a light skim coat of joint compound over the tape. Allow to compound to dry three to four hours.

q Run a second skim coat of joint compound over taped areas. Smooth using trowel running in same direction as tape to blend compound to the same level as rest of drywall to create an invisible seam. Allow to dry overnight.

q Sand to a smooth finish, blending the outer edges into the wall.

q Apply matching texture for rest of wall, paint, or apply wallcovering.

Make sure the entire guestroom is clean and free of drywall dust before leaving.


SEGMENT QUESTIONS

1. Why should you run light skim coat layers of compound rather than one thick one?


Segment 15—Repair Torn Vinyl Wallcovering

KEY POINTS

Checklist for repairing torn vinyl wallcovering:

q Cut a square patch from a spare roll/remnant of vinyl wallcovering or take piece from an inconspicuous area. The patch should be larger than the damaged area.

q Move the replacement piece over the damaged area until the pattern matches. Lightly tape the piece in place.

q At the same time, cut through both the replacement piece and the damaged wallcovering using a very sharp knife and a level. Make the cut at a 90 degree angle to the surface to prevent gaps between the original vinyl and the final repair.

q Untape and remove the replacement piece. Carefully pull the damaged wallcovering from the drywall.

q Apply wallcovering adhesive to the wall (be sure to reach the edges) where the damaged spot was.

q Carefully place the replacement piece over the adhesive, align the seams/pattern, and use a wallpaper roller to smooth the wallcovering down. Blend the seams as you roll the piece down.

q Allow the adhesive to set for one minute, then quickly wipe off the excess adhesive with a damp sponge before it has a chance to dry.

SEGMENT QUESTIONS

1. What is the purpose behind cutting both pieces of wallcovering at the same time?

2. Why is it better to apply the adhesive to the wall rather than the wallcovering?

3. What would happen if the excess adhesive is not wiped away after the one minute set up time?


Segment 16—Repair Ceiling Spot

KEY POINTS

Checklist for repairing a spot on the ceiling:

q Place a drop cloth below the ceiling area needing repair to protect the guestroom and collect debris.

q Ceiling stains must first be sealed. Be sure to wear safety glasses when looking up while working.

q Remove the loose popcorn finish using a paint scraper. Holding a bucket under the area being scraped will catch debris and reduce the amount of clean up needed when the repair is complete.

q Also scrape the outside edges of the of the stain (the void area).

q Seal the area using a spray can sealer and allow it to dry. Follow the can's directions for use and drying time.

q Using a spray can of acoustical ceiling texture or a manual texture pump, apply the new popcorn texture to the bare spot. Keep the can moving and try not to press the can too hard so the can doesn't empty too fast.

q Use a paste syringe for small repairs.

q Follow the property's specific procedures for preferred method of either spray can texture or manual pump.

Make sure the entire guestroom is clean and free of ceiling debris before leaving.

SEGMENT QUESTIONS

1. What other potential repair problems could be connected with finding a ceiling stain?


Segment 17—Internet Connectivity

KEY POINTS

Checklist for Internet connectivity issues:

qNever work on or check the Internet connection using a guest's computer. If a problem with the computer develops later on, you and the property could be blamed. Always follow the property's policy regarding the use of guest's laptops.

q Use a property-owned laptop or meter device when troubleshooting a guestroom Internet connectivity problem.

q Wireless (WiFi) connectivity is affected by how far the guestroom/laptop is from the property's transmitter. This is a very common reason for guest Internet connection issues.

q The speed of the wireless connection can also be impacted by how guests are accessing from one area. The speed will pick up as the number of users drops.

q For hard wired (LAN, Ethernet) connectivity issues, check for bad wiring, corroded, or bent finger wires in the jacks or jack sockets. Some properties will have Cat 5 patch connections.

q Check to see if a proper signal is being provided using either a meter device or a property owned laptop. Also check to see if the correct security code for accessing the property's service is being used.

q If the signal is good, then the problem is confined to the guest's computer. Suggestions for how the guest could troubleshoot the problem is okay but do not attempt to do it for them.

q The problem may be the types or number of security devices installed on the laptop. The filters built into the security devices may be preventing the connection.

q Be both patient and diplomatic when explaining to the guest that the issue is with the laptop not the property's Internet connection. Suggest they may need to change some of the laptops settings or contact their own IT administrator (business travelers) for help solving the problem.


SEGMENT QUESTIONS

1. Why is using a guest laptop to troubleshoot a connectivity problem not a good idea?

2. What would be the next step to dealing with a very dissatisfied guest if everything outlined above has been tried?


q Entrance and guestroom doors

q Check operation of key card system (ease of use and condition of battery).

q Check door closing, latching, and deadbolt function.

Look at rack rate card and fire evacuation plan (up-to-date and in readable condition).

q Check both entrance and connecting room door for appearance, finish, hinges, safety latch, and doorstop.

q Walls

q Check for damage, scratches, and stains.

q Check art work for damage.

q Make sure wall fixtures are fastened securely.

q Examine seams of wallpaper, moldings, and baseboards.

q Ceiling

q Look for stains, cracks, gouges, and voids.

q Smoke detector

Make sure it is in good working order (check hard wiring or battery condition).

q Fire sprinklers

q Make sure sprinkler heads are undamaged and in good working order.

Do not attempt to repair yourself, call in a fire protection service to do the work.

q Carpet

q Check for wear, spills, and stains.

q Lamps

q Check cord for frays and ensure plug is properly attached.

Change burned-out bulb with compact fluorescent light bulb.

Appendix A: Sample Room Inspection Checklist


q Check outlet to tighten screws or replace cracked cover.

q Make sure lamps are plugged in before leaving.

q Furniture

q Check each piece for nicks, scratches, or chips.

q Minibar

q Make sure locking system is working.

q Check door to make sure it opens and closes properly.

q Make sure refrigeration is working correctly.

q Television and cable service

q Test remote (replace batteries during inspection)

q Verify cable connection is secure.

q Make sure “barker channel” (property channel) is the default station when set turns-on.

q Telephone

q Make sure telephone is clean and working properly.

q Listen for clear dial tone and check wall connection.

q Check message light is working by testing it through the front desk.

q Make sure cord extends properly and is untangled.

q Make sure the face plate is clean, correctly labeled, and showing the correct room number.

q Internet

Check the Internet connection using a property provided laptop (never touch a guest laptop).

q Contact the property’s IT specialist or Internet provider if a problem is detected.

q HVAC

q Vacuum or replace filter


Drop anti-bacterial tablet in condensate drain pan.

Set wall thermostat controls higher during warm seasons and lower during cooler seasons to lower energy costs for a vacant guestroom.

q Drapes

q Make sure drape pulls are in place and see if drapes track properly when opening or closing.

q Reconnect any loose drapery hooks.

q Windows

q Feel for air leaks or drafts around the pane and casement.

Maintain well-sealed windows to increase guestroom energy efficiency.

q Closet

q Make sure hanger bar is securely fastened and doors opens smoothly.

q Check hooks, hangers, or U-bars and replace when needed.

Make sure safe is functioning correctly.

q Bathroom

q Check bathroom door for condition, appearance, and ease of opening.

q Check vanity mirror for cracks, chips, stains, and other damage.

q Check caulk around bathroom sink, replace caulk to maintain a good seal.

q Check operation of sink faucet and make sure water flows smoothly.

q Check sink stopper to make sure it seals off the drain correctly.

q Look underneath the sink area for signs of leaks (corrosion on P-trap or shut-off valve).

q Check shut-off valve for leaks, tighten packing nut if needed.

q Check caulk around base of toilet and replace if in poor condition.

q Check bolt caps and seal on toilet base.


q Check to see if toilet seat is loose, tighten if needed.

q Check toilet tissue holder is securely fastened.

q Make sure shower rod is securely fastened and replace damaged or missing curtain hooks.

q Check shower door or curtain for damage.

q Check condition of tile grout on and surrounding shower/tub.

q Check the operation of the shower/tub faucets and shower head, make sure water flows smoothly.

q Check shower/tub stopper for a tight seal when in use.

q Check caulk surrounding shower/tub, replace if in poor condition.

q Check the floor, wall, and ceiling of the bathroom for repairs or touch up.

q Check floor tiles and grout for cracks or other damage.

q Remove and clean bathroom vent cover.

q Check to see if toilet seat is loose, tighten if needed.

q Check hair dryer for frayed or worn wiring, remove lint, and untangle cord.

q Test the GFI outlets using the “test button.”

q Make sure iron and ironing board are in good working order.

q Before leaving the guestroom

Turn off all appliances and lights to save energy.


Appendix B: Resources

Links to Online Resources

Check out these additional preventive maintenance resources:

x Assess and reward your line-level employees with the professional recognition they deserve. The Educational Institute's Hospitality Skill Certification (HSC) program for Maintenance Employees brings clout to the people who are on the front line with your property's guests.

For more information concerning the Educational Institute's certification program for Maintenance Employees or other hospitality positions go to:

www.ahlei.org

x Mohawk wants to assist maintenance professionals by supporting their craft with products and service that help with touch up and repairs. The Nick Kit™ is especially designed for repairing minor nicks and scratches on all types of wood products. The kit contains everything from graining pen to putty sticks to leather and glass furniture cleaner.

For more about the Nick Kit™ or other wood touch up and repair products go to:

www.mohawk-finishing.com


Property Training Notes

Use the space below to list any property-specific information you want to discuss during your training program.

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