STANDARD OPERATING

Prepared by: Ramsey Wolliey

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Introduction

Any successful property utilizes numerous processes in order to operate effectively and
efficiently. To ensure all processes are aligned and delivered consistently, all staff members
should be familiar with the property’s standard operating procedures. In the hospitality industry,
well-defined SOPs help deliver the best guest experience, ensure service and safety standards,
lower costs, reduce errors, and provide faster employee onboarding. Standard Operating
Procedures (SOPs) are written step-by-step guides on how to perform routine or repetitive
activities in the workplace

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Maintenance Procedures & Standards

Purpose |

SOP Maintenance Procedures & Standards The main purpose of property maintenance is to
maintain and repair all building systems, facilities, and technical equipment without loss or
interruptions. Some of the benefits of keeping a well-maintained property are:

● General safety: a repaired and well-maintained building promotes safety for guests and staff.

● Improved guest satisfaction: a problem-free stay results in happier guests.

● Revenue loss and legal liability prevention:

 Happier guests write better reviews and are more likely to return to your property.
 Preventative maintenance allows you to use equipment to its full ability. Parts can be
replaced before a breakdown occurs, preventing interruptions.
 Well maintained rooms can be made available for sale at all times.
 Preventative maintenance allows for scheduled, routine work and ensures that room
inventory management is efficient and updated frequently.
 Properly maintained properties limit the chance for injury and accidents. Properties
should definitely see maintenance as an important investment.

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Hotel maintenance can be divided into the following categories:

Building Systems and Structure:

● Plumbing

● Electrical

● Lighting

● Ventilation, heating and cooling systems

● Elevators

● Doors

● Windows

● Walls

● Floors

● Stairs, etc.

Technical Equipment:

● Refrigerators

● Kitchen appliances

● Wi-fi system

● Staff computers

● TVs

● Security cameras Room Interior:

● Carpeting

● Wi-fi systems

● Phone lines

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● Room furnishing

● TVs

● Doors

● Windows

● Faucets

Building Exterior and Landscape:

● Pool

● Landscape in general

● Masonry

● Roof

● Emergency exits

● Parking lot/driveway/car park

To keep the property within safety standards, regular maintenance is necessary. The best way is
to keep a record of regular inspections, scheduled maintenance, and emergency repairs.

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Although the maintenance routine can vary from one property to another, based on the size of the
property and the range of services it offers, below are the three most common types:

● Maintenance Planning:

 Planned maintenance to check all equipment and hotel structure

 Designed to detect potential failure, preventing unplanned maintenance
 A regular schedule should be created and followed, based on the manufacturer
recommended timeline or usage guideline
 The property should always keep a record of all planned maintenance
 Examples: checking refrigerator motor, air conditioner filters, checking furniture, light
fixtures, smoke detectors

● Preventive maintenance:

 Maintenance to perform repairs in all applicable equipment and hotel structure

 Designed to ensure optimal guest experience, detect potential failure, and perform minor
repairs, preventing major operating problems
 The property should always keep a record of all preventative maintenance
 The main difference from the maintenance planning is that preventive maintenance
performs the necessary repairs identified during the maintenance planning
 Examples: cleaning the air conditioner filter, repairing a wobbly chair, replacing a light
fixture or smoke detector wiring

● Unplanned Maintenance (Emergency Breakdown):

 Maintenance to restore an asset to its functional state after a breakdown or tear

 The goal is to perform it with minimal interruption and impact on the guest stay and
experience
 The property should always keep a record of all unplanned maintenance
 Examples: fixing water leaks, replacing light bulbs that burned out, fixing broken items
such as doors, furniture, replacing broken phones

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Safety Standards

The maintenance department is also responsible for ensuring all safety standards equipment is
compliant with local regulations. Below is the list of items to be inspected:

● Fire extinguishers

● Emergency lighting system

● Emergency exits signs

● Fire hose

● First aid kit

● Smoke detectors

● Sprinklers

● Emergency evacuation plan Check local regulations about safety standards procedures and
requirements for each one of the items above, as this greatly varies based on the property type,
size, and location.

Stock of Maintenance Materials and Items

The maintenance department should have access to a fully stocked and high-quality tool kit.
Getting Started Checklist:

❏ Define the list of all essential tools and supplies to perform maintenance tasks and routines.
Some examples are:

● Light bulbs

● Hammer

● Nails

● Screwdrivers

● Tape measures

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● Pliers

● Adjustable wrenches

● Power drill

❏ Define the minimum quantity of each item to have in stock. Be sure to consider the following:

● Property size:

o Larger properties require greater numbers of supplies.

● Shelf life of each item: ○ You should not buy large amounts of items with a short shelf life.
Order them periodically instead.

● Usage history:

o Analize how often you use an item.

o You may need to wait at least 3 months to have a better understanding of this number.
o Order a larger number of items until you are able to gather precise data about the usage of
each item.

● Delivery schedule of each item:

o Some may arrive weekly while others may be delivered less frequently.

● Seasonality:

o For example, during summer months, the property will most likely need more pool
supplies than during winter months.

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❏ Create a spreadsheet with the inventory stock information:

 Consider adding the following information:

 Item = full name of the item (hammer, nails)
 Date = date when the stock was checked
 Min Quantity (Re-order Level) = quantity
 Supplier = supplier’s name
 Name = name of employee that checked the stock on this particular date

Determine when to check the stock:

● Check daily if you keep your stock at a minimum number.

● Check weekly if you keep your stock at a more comfortable level.

❏ Organize your stock:

● Determine a logical way to arrange items.

● Items should be easy to find, use, and put away.

● Organize items by type, label each one accordingly.

● For perishable items, place older stock up front with newer stock behind to ensure older stock
gets used first.

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Ongoing Checklist - Daily or Weekly:

❏ Check the current list of available products in your inventory:

● Count your stock physically and cross check the information with the existing spreadsheet or
app.

● Be sure to update the quantity if repairs have been performed.

❏ Determine if any materials need to be purchased at the last minute to meet your demand.
Contact the purchasing department if that is the case.

❏ Consider any last-minute changes, unexpected maintenance or renovation requests.

Ongoing Checklist - Once a Month, Quarterly or Annually:

❏ Regularly review the list of materials utilized:

● Consider the shelf life. This will determine when you will need to review each material.

❏ Determine which products can be discontinued or replaced to prevent loss. For example,
products that are not compliant with the manufacturer's expected lifespan, resulting in revenue
loss, should be replaced.

Organizing repair projects in a manner that does not disturb guests It is vital to find the right
balance between minimizing the impacts on the guest stay and experience while still ensuring
overall safety and satisfaction. Getting Started Checklist:

❏ Determine the best time to perform the repair:

● Decide if it requires immediate attention. For example, is it a major water leak in a guest room
on a day the property is at 100% occupancy? Or is it a small crack on the wall that can be fixed
later?

● Consider the type of guest. For example, if most guests are business travelers that stay out of
the property during the day, the repair should be performed during business hours.

● Consider the property's occupancy:

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○ Major repairs should not be performed when the property is close to or at full occupancy
unless it is urgent.

○ Room moves should be considered if the repair will affect the customer for an extended period
of time or cause inconveniences.

❏ Confirm all required materials for the repair are available.

❏ Communicate the repair to all applicable parties:

● Send formal internal communication to all applicable teams.

● If the impact on the guest experience is significant, determine if compensation should be

offered such as a free meal, upgrade, or discount on the next stay and inform all impacted
departments

During Repair Checklist:

❏ Be sure to constantly check if the repair is on schedule. If not, inform all affected parties
accordingly.

After Repair Checklist:

❏ Inspect all repairs done by third parties. Confirm there are no outstanding tasks.

● If any repairs are incomplete, not done to an appropriate standard, or not done according to the
contracted agreement, contact the third party immediately to lodge a complaint and request for
further or reedier service.

❏ Inform all applicable parties the repair has been completed. Guests only need to be made
aware if it is impacting their current stay or access to facilities.

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Handling renovation projects

The main difference between repair projects and renovation projects is the fact that the property
needs to determine whether or not it needs to be fully or partially closed during the renovation
period. The impact of renovations is usually much more significant than repair projects. You can
utilize the repair checklists listed above, as they encompass the same tasks of a renovation
project.

● Your list of priorities should always be flexible. Something that is not urgent today may
become urgent tomorrow. This will be critical in preventing emergency repairs.

● Oftentimes, replacing equipment will be better than keeping fixing the existing one in the long
run.

● Create calendar blocks to organize all planned guest room maintenance or repairs.

○ For example, if you are planning to paint a guest room on a future date, promptly create the
block to prevent reservations on these dates.

● The Housekeeping and Front Desk teams are powerful allies for preventive and emergency
breakdown maintenance. Be sure to ask for updates about the room condition or guest feedback.

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Maintenance Planning & Preventive Maintenance

PURPOSE |

SOP Maintenance Planning & 02 Preventive Maintenance The main purpose of maintenance
planning and preventive maintenance is to ensure optimal guest experience, detect potential
failure, and perform minor repairs, preventing major operating problems. Both planning and
preventive maintenance promote a problem free stay and generate savings, as unplanned
maintenance (emergency breakdown) is usually more expensive and is more likely to cause a
major inconvenience for guests. For example, regularly checking pipes and promptly performing
repairs might keep them from bursting and flooding an entire floor. Properties should see
maintenance planning and preventive maintenance not only as an investment, but as a way of
protecting their business, and maximizing the well-being of their property, staff, and guests. The
regular inspections below are part of both planning and preventive maintenance. The main
difference is that preventive maintenance performs the necessary repairs identified during
maintenance planning. Maintenance planning will become preventive maintenance as necessary
repairs are identified through regular inspections.

Daily Checklist:

Operations:

❏ Check your maintenance material and items stock:

● Check daily if you keep your stock at a minimum number.

● Check weekly if you keep your stock at a more comfortable level.

❏ Review urgent or non-urgent maintenance requests:

● Prioritize work accordingly.

● Update log or maintenance app.

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Building Systems and Structure Maintenance:

Plumbing:

❏ Check the water temperature.

❏ Check if the boiler or tankless heater is working properly.

❏ Check for leaks. Structure

(Interior and Exterior):

❏ Check doors, windows, walls:

● Confirm there are no cracks, peels, holes, or defects.

● Ensure there are no pests.

● Ensure all locks work.

● Ensure doors are latching properly.

❏ Check floors:

● Ensure there are no loose tiles, cracks or infiltration.

● Ensure wooden floors are sealed with no signs of rot.

❏ Check stairwells, confirm handrail and railings are properly secured:

● Confirm all lighting is working and there are no dark areas.

● Ensure no steps are loose.

❏ Check lighting in all hallways, parking lots, and rooms to ensure good visibility.

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Exterior and Landscape:

❏ Check the rooftop and gutters for debris.

❏ Inspect the swimming pool:

● Clean it appropriately.

● Add water to the desired height.

● Check for leaks.

● Check water temperature.

● Test water PH and alkalinity levels, add chemicals.

● Inspect drains, ladders, filters and any important components.

● Inspect and clean tiles.

● Check the lighting.

❏ Landscape:

● Water plants or turn sprinklers on.

● Remove debris and all leaves from the grassy area.

● Remove unwanted plants (weeding).

● Pick up any trash and cigarette butts.

Room Interior:

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The Housekeeping team is responsible for checking all room conditions before and after the
guest check-in on a daily basis and should inform the maintenance team if any item or equipment
needs to be repaired.

Monthly Checklist:

Operations:

❏ Regularly review the list of materials utilized:

● Consider the shelf life. This will determine when you will need to review each material.

❏ Determine which products can be discontinued or replaced to prevent loss. For example,
products that are not compliant with the manufacturer's expected lifespan, resulting in revenue
loss, should be replaced.

Building Systems and Structure:

Plumbing:

❏ Inspect the water tank:

● Check for cracks or tear.

● Clean it appropriately.

❏ Check the boiler for leaks

. ❏ Inspect pipes for cracks.

❏ Confirm the artesian well works properly.

Electrical:

❏ Ensure light fixtures are secure, with no wires exposed.

❏ Confirm lights are operating properly.

❏ Inspect ventilation, heating and cooling systems:

● Clean the filters.

● Inspect the equipment for condition.

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● Check the temperature.

● Inspect for leaks.

● Check the wiring.

● Change air conditioning gas.

Technical Equipment:

❏ Inspect refrigerators:

● Check for leaks or defects.

● Check and record the temperature.

❏ Check all kitchen appliances:

● Confirm all work properly.

● Check the wiring.

❏ Inspect the wi-fi system:

● Check the cables.

● Check the signal strength.

❏ Check all TVs:

● Check the cables.

● Confirm all work properly.

❏ Inspect the phone lines:

● Check the cables and the equipment.

● Check if the signal is working properly.

Exterior and Landscape:

❏ Inspect the swimming pool:

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● Brush segment from pool walls, ladders and slides.

● Inspect skimmer, pump, pump strainer, drains and filter to confirm all works properly. ○ Run
the pump long to ensure the water is properly filtered and each item in the circulation system is
clean and in good condition.

● Check the water temperature sensor.

● Clean the pool cover.

❏ Landscape:

❏ Inspect the irrigation system.

❏ Mow and edge lawn areas.

❏ Prune trees and shrubs.

❏ Fertilize lawns and plants.

❏ Look for and control insects and/or pests.

❏ Clean the water fountain, check for leaks.

❏ Check the area lighting.

Room Interior:

Guest Room:

❏ Inspect the wi-fi system:

● Check the cables.

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● Check the signal strength.

❏ Inspect the phone lines:

● Check the cables and the equipment.

● Check if the signal is working properly.

❏ Check all TVs:

● Check the cables.

● Confirm all work properly.

❏ Check all windows and walls:

● Confirm there are no cracks, peeling, holes, or defects.

● Ensure there are no pests.

● Ensure all locks work.

❏ Check all doors:

● Confirm there are no cracks, peeling, holes, or defects.

● Check the door peephole.

● Ensure door latches securely.

❏ Check floors:

● Ensure there are no stains or other damage.

❏ Check the ceiling:

● Ensure there are no cracks, holes or peels.

● Check for water infiltration.

❏ Check all switches and outlets:

● Check for tears and defects.

● Confirm all work properly.

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❏ Inspect ventilation, heating and cooling systems:

● Clean filters.

● Inspect equipment for condition.

● Check the temperature.

● Inspect for leaks.

● Check wiring.

● Adjust chemical settings.

● Change air conditioning gas.

❏ Ensure light fixtures are secure, with no wires exposed.

❏ Confirm all lighting is working and there are no dark areas.

Bathroom:

❏ Follow the same checklist above for doors, walls, windows, floors, ceiling, switches, and
outlets.

❏ Inspect all faucets:

● Check for leaks or tears.

● Confirm no part is loose.

● Ensure hot and cold water operate properly.

❏ Ensure the sink has no cracks and works properly.

❏ Inspect the vanity:

● Confirm there is no mold.

● Check for cracks or chips.

❏ Check the showerhead:

● Inspect the plumbing.

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● Confirm there are no leaks.

● Ensure hot and cold water operate properly.

● Ensure it is secure.

❏ Inspect the toilet:

● Ensure it flushes properly.

● Check for leaks and cracks.

● Confirm the seat and tank are secure.

❏ Check the drains:

● Clean them properly.

● Ensure drains are working and free of tarnish.

❏ Check the shut off valves:

● Confirm they work properly.

● Check for leaks.

❏ Inspect the bathroom stall:

● Check if it operates smoothly.

● Check for mold.

● Confirm there is no tear, crack or chip.

❏ Ensure the shower rod is secure and free of tarnish.

❏ Inspect shower curtain and hooks for tears, cracks, mold, discoloration, and tarnish.

❏ Inspect the bathtub for cracks or leaks.

❏ Inspect all pipes for leaks or cracks.

❏ Check for mold and water infiltration where applicable.

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❏ Ensure tower racks and grabbing bars are secure.

Quarterly Checklist:

❏ Check all security cameras:

● Check the wiring.

● Confirm they operate properly.

● Confirm they are positioned properly.

Room Interior

❏ Inspect all room furniture:

● Check for tears, cracks, or chips.

● Ensure there are no loose parts.

● Confirm all drawers open and close smoothly.

● Check the sofa and chairs for stains or rips.

● Ensure shelves are secure.

❏ Inspect curtains:

● Confirm rods are secure.

● Check for stains or tears.

❏ Inspect the bed:

● Check the quality.

● Check for stains or rips.

● Check the mattress springs.

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Exterior and Landscape:

❏ Inspect all plants' health:

● Check if they need fertilizer for better growth.

● Prune trees and shrubs (frequency may vary depending on the plant, season, and phase of the
moon).

Safety Standards:

Check local regulations about safety standards, procedures, and requirements for each one of the
items below, as this greatly varies based on the property type, size, and location.

❏ Inspect fire extinguishers:

● Weigh and clean.

● Take pressure gauge reading.

● Check the expiration date.

● Ensure wall mountings are secure.

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❏ Emergency lighting system:

● Confirm it works properly.

● Clean if needed.

❏ Confirm fire hose wall mounting is secure.

❏ Check the first aid kit:

● Confirm it has all essential supplies.

● Check the expiration date of all items.

❏ Inspect all smoke detectors:

● Test the batteries.

● Replace the batteries (if applicable).

● Clean smoke alarm of dust builds up.

● Ensure the signal sounds when the test device is operated.

● Ensure it is safely attached to the ceiling or wall.

❏ Inspect the sprinkler system:

● Check all sprinkler heads.

● Confirm it is working properly, and there are no damages to it.

● Check for leaks and tarnish.

❏ Emergency Evacuation Plan signs:

● Check the signs for wear, confirm they have not been tampered with.
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● Confirm they are securely attached to the wall.

Annual Checklist:

❏ Inspect elevator:

● Check if position indicator lights work properly.

● Confirm all buttons work properly.

● Operate the elevator going up and down and check if it works properly.

● Check the interior of the elevator car for damage to the walls, ceiling, and handrails.

After Inspection Checklist: Properties must keep record of all maintenance planning, regardless
if it was performed daily, monthly, biannually or annually. Consider adding the following
information to your log:

● Area = if it is Building Systems and Structure, or Room Interior, etc.

● Item or equipment = which item or equipment was inspected

● Item/Equipment Serial Number

● Date = date the inspection was conducted

● Inspected by = name of employee that inspected the item or equipment

● Description = which item or equipment component was inspected

● Repair = does it need to be repaired?

● Notes = any additional notes you may need to add

After Repair Checklist:

It is also vital that properties keep track of all preventive maintenance. Consider adding the
following information to your log:

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● Area = if it is Building Systems and Structure, or Room Interior, etc.

● Item or equipment = which item or equipment was repaired

● Item/Equipment Number

● Date = date the repair was performed

● Inspected by = name of employee that inspected the item or equipment

Work Order = add the work order number

● Description = which item or equipment component was repaired

● Notes = any additional notes you may need to add

● Your list of priorities should always be flexible. Something that is not urgent today may
become urgent tomorrow. This will be critical in preventing emergency repairs.

● Depending on how busy the property is, a monthly task may need to become a weekly task. Be
sure to constantly evaluate the property’s needs.

● Oftentimes, replacing equipment will be better than to keep fixing the existing assets in the
long run.

● Create calendar blocks to organize all guest room planned maintenance or repairs.

● For example, if you are planning to paint a guest room on a future date, promptly create the
block to prevent reservations on these dates and to keep your schedule organized.

● The Housekeeping and Front Desk teams are powerful allies for preventive maintenance. Be
sure to constantly ask for updates about the room condition or guest feedback.

● Be sure to always update your maintenance inventory after every preventive maintenance.

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Maintenance / Repair Requests by Housekeeping or Guests

PURPOSE |

SOP Maintenance / Repair Requests by Housekeeping or Guests The housekeeping team is a

powerful ally for preventive and emergency breakdown maintenance. As guest rooms are
serviced either during or after the guest’s stay, the housekeeping staff should take note of any
damage or defect they notice, and promptly inform the engineering/maintenance team. Although
properties should always strive to offer guests a problem-free stay, sometimes, they may receive
complaints or repair requests from guests. It is vital that properties swiftly react to these,
identifying the impact on the guest experience and providing a solution. The
engineering/maintenance team is responsible for prioritizing the requests accordingly and
performing the necessary repairs.

Daily Checklist Maintenance /

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Repair Requests by Housekeeping or Guests

❏ Review all maintenance requests received from the housekeeping, front desk teams or
directly from guests.

❏ Decide if the repair requires immediate attention:

● For example, is it a major water leak in a guest room on a day the property is at 100%
occupancy? Or is it a small crack on the wall that can be fixed later?

● How many people does it impact?

❏ Determine the impact on guests and staff:

● For guest room repairs: ○ Does the guest need to be relocated to another room? ○ Will the
guest notice and is this item a necessity? Many room items may not be critical to the guest stay,
and can be addressed later without informing the guest, for example, if a room typically has two
chairs, removing one with a broken leg until it can be repaired does not significantly impact the
guest experience.

● Common area repairs: does the area need to be temporarily closed?

● Back-office repairs: does the area need to be restricted or closed?

❏ Determine how long it will take to perform the repair.

❏ Determine how much the repair will cost.

❏ Determine the best time to perform the repair:

● Consider the type of guest. For example, if most guests are business travelers that stay out of
the property during the day, the repair should be performed during business hours.

● Consider the property's occupancy. Major repairs should not be performed when the property
is close to or at full occupancy unless it is urgent.

❏ Decide if the repair can be performed by the maintenance team or by a third party:

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● If it can be performed in-house, assign a team member accordingly.

● If it can be performed only by a third party, contact them to check their schedule.

❏ Confirm all required materials for the repair are available.

Daily Checklist

Maintenance / Repair Requests by Housekeeping or Guests

❏ Update your maintenance log accordingly. Consider adding the following information to your
log:

● Area or Room # = if the repair is for Building Systems and Structure, Room Interior, etc.

● Item or Equipment = which item or equipment needs to be repaired

● Item or Equipment Serial Number = to help search for appropriate replacement parts

● Date = date the repair was requested

● Inspected by = name of employee that inspected the item or equipment

● Damage Description

● Estimated Repair Cost

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● Notes = any additional notes you may need to add

Before Repair Checklist

❏ Communicate the repair to all applicable parties:

● Send formal, internal communication to all applicable teams.

● If the impact on the guest experience is significant, determine if compensation should be

offered such as a free meal, upgrade, or discount on the next stay and inform all impacted
departments.

❏ Communicate the repair to all applicable guests:

● If applicable, inform impacted guests before and during their stay.

● Utilize the Custom email to create an email to be sent to guests.

● Schedule it to be sent to all impacted reservations during the dates the repair will be
performed. Below is an example on how you would configure it.

❏ Be sure to confirm a calendar block is created when rooms need to be out of service. If the
repair may cause significant disturbances, consider also placing nearby rooms out of service.
During Repair Checklist:

❏ Be sure to constantly check if the repair is on schedule. If not, inform all affected parties
accordingly. After Repair Checklist:

❏ Inspect all repairs done by third parties. Confirm there are no outstanding tasks.

● If any repairs are incomplete, not done to an appropriate standard, or not done according to the
contracted agreement, contact the third party immediately to lodge a complaint and request for
further or reedier service.

❏ Inform all applicable parties the repair has been completed. Guests only need to be made
aware if it is impacting their current stay or access to facilities.

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❏ Update your maintenance log and stock accordingly.

● Be sure to always keep up-to-date: ○ List of maintenance suppliers. Share it with all applicable
team members. ○ Maintenance supplies stock inventory.

● Your list of priorities should always be flexible. Something that is not urgent today may
become urgent tomorrow. This will be critical in preventing emergency repairs.

● Oftentimes, replacing equipment will be better than to keep fixing the existing one in the long
run.

● Create calendar blocks to organize all planned guest room maintenance or repairs. ○ For
example, if you are planning to paint a guest room on a future date, promptly create the block to
prevent reservations on these dates.

● Train your maintenance staff about basic etiquette to interact with guests: ○ Always knock on
the door ○ Call the guest by name ○ Inform the guest about the repair to be done

● Ensure housekeeping has access to maintenance reporting systems and is trained to use them.
This will avoid tasks being forgotten or lost through verbal notification of needed repairs.

● The housekeeping team is your first line of defense against insect infestation such as bedbugs
and roaches. Partner with their leadership to train them on how to spot infestation early and
communicate it immediately.

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Unplanned Maintenance (Emergency Breakdown Maintenance

Protocol)
PURPOSE |

SOP Unplanned Maintenance (Emergency Breakdown Maintenance Protocol) Emergency

breakdown maintenance is required when an asset or equipment suffers an unexpected
malfunction or disruption that could potentially negatively affect the guest stay or become a
threat to the property’s staff or premises. It is critical that properties promptly react to unplanned
maintenance notifications or requests. Carefully assess each one to determine how it can be
solved with minimum impact on the guest experience while still ensuring the safety of all parties
and allowing the property’s operations to continue normally. Emergency breakdown maintenance
is intended to restore the asset or equipment to a condition in which it can function as expected
by either repairing or replacing it.

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Daily Checklist

Unplanned Maintenance (Emergency Breakdown Maintenance Protocol)

❏ Review all urgent maintenance requests.

❏ Decide the type of repair

● Temporary, when you do not have all material to perform it, or the permanent repair may
significantly impact guests

● Permanent, an immediate fix that a temporary solution will not fully address or may impact
health and safety

❏ Determine the impact on guests and staff:

● For guest room repairs: does the guest need to be relocated to another room?

● If the impact on the guest experience is significant, determine if compensation should be

offered such as a free meal, upgrade, or discount on the next stay and inform all impacted
departments.

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● Common area repairs: does the area need to be temporarily closed?

● Back -office repairs: does the area need to be restricted or closed?

❏ Determine how long it will take to perform the repair.

❏ Determine how much the repair will cost.

❏ Determine the best time to perform the repair:

● Consider the type of guest. For example, if most guests are business travelers that stay out of
the property during the day, the repair should be performed during business hours.

● Consider the property's occupancy. Major repairs should not be performed when the property
is close to or at full occupancy unless it is urgent.

❏ Decide if the repair can be performed by the maintenance team or by a third party

● If it can be performed in-house, assign a team member accordingly

● If it can be performed only by a third party, contact them to check their schedule

❏ Confirm all required materials for the repair are available.

Daily Checklist Unplanned Maintenance (Emergency Breakdown Maintenance Protocol)

❏ Update your maintenance log accordingly. Consider adding the following information to your
log:

● Area or Room # = if the repair is for Building Systems and Structure, Room Interior, etc.

● Item or Equipment = which item or equipment needs to be repaired

● Item Equipment Serial Number = to help search for appropriate replacement parts

● Date = date the repair was requested

● Inspected by = name of employee that inspected the item or equipment

● Damage Description

● Estimated Repair Cost

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● Notes = any additional notes you may need to add

Before Repair Checklist

Unplanned Maintenance (Emergency Breakdown Maintenance Protocol)

❏ Communicate the repair to all applicable parties:

● Send formal, internal communication to all applicable teams

● If the impact on the guest experience is significant, determine if compensation should be

offered such as a free meal, upgrade, or discount on the next stay and inform all impacted
departments

❏ Communicate the repair to all applicable guests:

● Inform impacted guests before and during their stay ● Utilize the Custom email template
feature for email to be sent to guests.

● Schedule it to be sent to all impacted reservations during the dates the repair will be
performed. On the right is an example on how you would configure it.

❏ Be sure to confirm a calendar block is created when rooms need to be out of service. If the
repair may cause significant disturbances, consider also placing nearby rooms out of service.

During Repair Checklist:

Be sure to constantly check if the repair is on schedule. If not, inform all affected parties
accordingly

After Repair Checklist:

Unplanned Maintenance (Emergency Breakdown Maintenance Protocol)

❏ Inspect all repairs done by third parties. Confirm there are no outstanding tasks.

● If any repairs are incomplete, not done to an appropriate standard, or not done according to the
contracted agreement, contact the third party immediately to lodge a complaint and request for
further or reedier service.

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❏ Inform all applicable parties the repair has been completed. Guests only need to be made
aware if it is impacting their current stay or access to facilities.

❏ Update your maintenance log and stock accordingly. Consider adding the following
information to your log:

● Area = if it is Building Systems and Structure, or Room Interior, etc.

● Item or equipment = which item or equipment was repaired

● Item/Equipment Serial Number

● Date = date the repair was performed

● Inspected by = name of employee that repaired the item or equipment

● Work Order = add the work order number

● Description = which item or equipment component was repaired

● Notes = any additional notes you may need to add

● Oftentimes, replacing equipment will be better than to keep fixing the existing assets in the
long run.

● The hotel staff are powerful allies for emergency breakdown maintenance. Be sure to
constantly ask for updates about the room condition or guest feedback.

● Build strong relationships with hotels in your area that offer the same services, in case you
ever need to walk guests.

● Avoid at all costs downgrading a customer. If it is necessary, offer compensation.

● Utilize mobile devices to access the applicable systems when the power is out.

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Engineering procedures
Purpose
To ensure a systematic follow up on repairs by maintenance department policy. Any complaint
or repairs requested from a guest or staff in an occupied room should be given first priority,
engineering staff should attend to the problems, immediately upon receiving the complaint.

Procedures Maintenance Order form. (work Order)

To be filled out in triplicate original and first copy goes to the engineering department and the
last copy remains in the originating department.

The form is to be completed in a clear legible handwriting and has to be signed by an authorized
staff.
 Any urgent request where engineering had been advice by telephone first has to be
allowed by a written maintenance order.
 Once the maintenance order has been completed the first copy is to be returned to the
originating department.

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00:51
03:57

Follow up
A guest request should be followed up by either front office or housekeeping (whoever received
the request) with engineering after 30 minutes. If not the urgency of the matter has to be
explained to the engineering department. (There after follow ups to made frequently until item
has been rectified.)
Engineering is to be advice by the department concerned whenever there might be a delay in
repairing and has to set another target time for completion
A weekly list of all outstanding item is to prepared and to be forwarded to the chief supervisor
engineering by the department head for action. A regular meeting between manager
housekeeping F& B Director and maintenance supervisor should take place and outstanding
areas should be made.

Repair and maintenance sheet

All request made are to be recorded on the sheet of which the supervisor have to carry with them
while on the floors.
 By the beginning and at the end of every morning shift, the supervisor has to update the
sheet.

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 Every first week of the month, the supervisor will have to update and record all
outstanding work order on her sheets. A photocopy of the outstanding work orders will
be submitted to maintenance by the manager housekeeping for physical follow up

EQUIPMENT TESTING
 Before any equipment is ordered, the local supplier must make the machines available for
testing.
 The test is generally for the purchased is adequate easy to maintain

 Before any equipment is ordered, the local supplier must make the machines available for
testing
 The test is generally for the purchased is adequate easy to maintain
 One representative form the engineering department should be present
 Criteria, which must be covered:
1)Material of cover.
2)Bumpers around body for protection.
3)Easy to handle and to clean.
4)Type of machine serves to purpose.
5)Size of machine versus area to clean.
6)Spare parts readily available.
7)Duration of guaranteed service contact after purchase.
8)After sales service.
9)Price.

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Other considerations to investigate should be:

 A complete maintenance contract for all machine, usually on a yearly contract.
 Preventive maintenance for all machines purchased. After the testing of the machine is
completed, quantities, the requirement and the supplier will be determined

Equipment receiving and stock cards receiving

 On arrival, all the equipment must be inspected for damaged pieces and returned to the
supplier for replacement.
 The accepted machines will be inventoried with the respective information into the
equipment cardex card

Stock cards
 For all equipment an individual record is maintained by the maintenance department.
 Following information is recorded in the equipment stock card foreach machine.
i. Purchase information: Date, price, supplier, manufacturer.
ii. Technical information: Brand and model number.
iii. Repair record: Record all repair carried out on each of equipment stating Description
spares, date and cost
iv. Preventive maintenance: Starting date, type of maintenance.

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Equipment procedures
 The purchase of equipment for the maintenance department also take a part of large
amount after housekeeping department of capital cost to the hotel storage
 Extreme care has to be taken in providing proper storage, free of water leaks to make sure
all tool of maintenance is on good condition.
 The purchase of equipment for the maintenance department also takes a part of large
amount after housekeeping department of capital cost to the hotel storage
 Extreme care has to be taken in providing proper storage, free of water leaks to make sure
all tool of maintenance is on good condition.

Equipment retirement
Equipment which is not repairable must be officially removed from the operating equipment
inventory.

The following procedures are to be carried out:

 Equipment, which is irreparable or not economic to continue repair by maintenance.
 The maintenance will inspect the equipment and will decide on the retirement. Spare
parts of the equipment should be unutilized either by engineering to repair other
machines of if a maintenance contract with a supplier exists the equipment should be
returned and credit note, for the reusable spare parts, forwarded to the hotel.
 An information, preferably in memo form, should be sent to the general manager, copy
admin & account in listing the equipment and action taken. The statement will be signed
by the manager housekeeping and maintenance supervisor.
 Equipment inventory and stock cards have to updated.
 Retirement will be filled to assist in the next budget for equipment replacement.

Opening of guest room door

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Purpose
 To ensure the security and safety of the guest’s item and hotel’s
properties.
Policy
 Under no circumstances should the housekeeping or maintenance open the door to any
guests or stranger claiming they left their keys in the rooms alternatively, lost their keys.
When opening the door of an occupied room to a hotel employee, the maintenance staff
has to wait till the person does his task and close the door after he has left the room.
Procedures
 For guest/strangers (both occupied and vacant)
 Never open any guestroom doors for any guests of strangers. Always call down to
housekeeping or reception so that we can get them to assist the guests.

The staff will say.

“I’m sorry sir/madam, for security reasons, I am not permitted to
open the door for anyone. However, I will call the reception to
assist you. Could you please wait here?”

 Go to the next room to call the reception or use the telephone on the floor.

Engineering
 When maintenance staff makes repairs on occupied rooms, their supervisor maintenance
must be present before the door is opened for them.
 If the supervisor maintenance opens the door of a vacant room, she will have to check the
room to verify if it is occupied. If it is, she needs to check and take note whether the room
has any valuables lying around the room. Under no circumstances supervisor to assume
the room is vacant or checkout a physical check.

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If the maintenance staff needs only a few minutes to fix the defects in an occupied room, the
supervisor maintenance is allowed to open the door but will have to remain in the room until the
person has completed her work and departs. In addition, she has to check to ensure nothing
valuable is lying around

For contractor/non hotel staff (both occupied & vacant)

 When reception inform maintenance, the contractor coming. The maintenance must assist
them to accompany the contractors to the room.
 If in the case of shortage of maintenance staff to accompany the contractors who are
regularly doing defect works in the

GENSET
Like all diesels the genset need this item to run the genset:
 Clean fuel.
 Adequate coolant
 Sufficient fresh air
 Fresh air.(cool generator itself)EQUIPMENT :

GENSET
Like all diesels the genset need this item to run the genset:
 Clean fuel.
 Adequate coolant.
 Sufficient fresh air.
 Fresh air (cool generator itself)

Equipment installation tips

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 Place the unit where it is well ventilated but safe from moisture and spray. Windings
inside the case are coated with epoxy or other insulation designed to keep moisture out,
but salt crystals erode the coating and eventually moisture works its way in , corroding
the windings. If wet exhaust is used, try to route the exhaust hose away from generator so
that if any leaking occurs it won’t destroy expensive winding, brushes or bearings.
 Likewise, avoid oils and oily air. Blow by from other engines in the compartment clings
to the windings, creating an additional layer insulation. This leads to overheating and
could cause a fire.
 Position the unit so the service side is easy to reach, and there is adequate overhead space
to fill the expansion tank, remove the valve cover, and work around the rear end bracket
on the generator.

Use rings or grommets on the wire ends in the junction box.

 Install a pump to facilitate oil changes. On some units the lip of the oil catch pan is too
high to allow effective oil drain by gravity alone
 Use circuit breakers
 Use a good bonding system.
 Put the unit on its own fuel, cooling and exhaust systems. Use a separate starting battery
rather that wiring it into the main starting bank.
 Bolt the base frame to a thick, rigid material like a board or piece of plywood, to reduce
sound transmission.
 Although it may contribute to electrolytic corrosion in the heat exchanger and other parts,
the AC neutral conductor should be grounded to the bundling system. To not to do so
creates the Possibility of dangerous electrical shock. However, certain classification
societies prohibit grounding, so if your boat is built to classification standards, check with
the society to ensure compliance.

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MAINTENANCE SCHEDULE

Daily.
 Before first start.
EXINGE AND ENGINE BAY, GENERAL INSPECTION
 Oil level, checking and filling.
 Coolant, checking level

EVERY 50 HOUR / AT LEAST EVERY 12 MONTH

 Primary fuel filter. Drain water / contamination.
AFTER 50-600 HOUR / AT LEAST EVERY 12 MONTH.
 Engine oil, changing.
 Oil filter / by-past, change.
Primary fuel filter, change.
 Fuel filter, changing

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MAINTENANCE SCHEDULE
Daily.
 Before first start.
EXINGE AND ENGINE BAY, GENERAL INSPECTION
 Oil level, checking and filling.
 Coolant, checking level. every 50 HOUR / AT LEAST EVERY 12 MONTH
 Primary fuel filter. Drain water / contamination. AFTER 50-600 HOUR / AT LEAST
EVERY 12 MONTH.
 Engine oil, changing.
 Oil filter / by-past, change.
 Primary fuel filter, change.
 Fuel filter, changing.
 Oil change intervals vary, depending on oil grade and Sulphur content of the fuel.
 Change the filters during each oil change. Every 400 HOUR / AT LEAST EVERY 12
MONTHS
 Fuel tank (sludge trap), drain.
 Drive belts, inspection

SERVICE AIRCOND:
 We must always check aircon at room, corridor, office, lobby area and conference room
to make sure that the aircon work properly and don’t have problem.

Maintenance basic for aircon

Clean filter aircon: equipment
 Brush.
 Sponges
 Screwdriver.
 Test pen
 Spray bottle with multipurpose cleaner

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PROCEDURS
 Check the room status either VC or OC.
 Clean filter aircon only at room VC and VD.
 Inform the housekeeping and reception if u clean room under VC (to let them know that
maintenance inside the room)
 Turn off the suis of aircon before start cleaning.
 Use ladder step to climbing ladder. (don’t use chair)
Take out the filter aircon.
 if the aircon dirty, use screwdriver to open it and put down the body of aircond. Bring the
filter and body to toilet and clean it using multipurpose cleaner and use water to clean it.
 Use towel to remove water for the filter and the body. Can’t put thisthing if still wet.
 Use brush to clean the dust or dirty.
 Put back the body casing and the filter of aircon back to the place.
 Turn on the suis and wait until the aircon running smooth.
Double check the setting of remote aircon and make sure that the aircon cool.
 Vacuum carpet near the aircon
 Before leave the room, please make sure the suis is turn off.
 Inform the housekeeping that the room is still VC after services the aircon. If the room
status under VD no need to inform them

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Fix toilet & room lamp

equipment:
 Bulbs essential (warm white)
 Bulbs 2 pin. (daylight)
 Chock. (short type)
 Test pen.
 Cutter.
 Wayer tape.
 Torchlight.
 Ladder 8 step.
 Fitting 2 pin

Fix bed lamp

Equipment:
 Tube light- 36 W (warm white)
 Chock. (long type)
 Test pen.
 Cutter.

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 Wayer tape.
 Player.
 Cable 1.5.
 Screw driver

Procedures
 Switch off switch.
 Take out the pillow and the insert duvet so u can stand up to change the bed lamp.
 Take out the tube light.
 Use screw driver to open the nut from casing.
 If the chock already burns just cut the cable if can’t open use the test pen.
 Change the burn chock with the new one.

Put back the casing and the tube light.

 Try to switch on the suis.
 If still can on, just change the starter.

Flush inlet fitting for toilet bowl

Equipment:
 Inlet fitting.
 Spanner 12.
 Master key for the riser room.
 Master card maintenance. procedures

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 When u receive complain from reception or housekeeping, please ask them if the room
under VC, OC or VD.

Before u start, open the riser room use master key and turn off the supply water connect to the
room.
 Take out the cover of the toilet bowl.
 Use spanner to open the nat of the green hose connect to the inlet fitting.

Open also the nut of the inlet fitting down the tank of the toilet bowl.
 Take out inlet fitting inside the toilet bowl.
 Take the new inlet fitting and put the inlet inside the toilet bowltank.
 Put the nut of the inlet down the tank. make sure the nat is tight.
 Then put back the hose connect to the inlet fitting.
 Try to turn back the supply of water inside the riser room.

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