Chapter 11, Section 1

Superior Performance Standards

• Behave professionally within the property.• Properly maintain, service, or repair the various areas,

equipment, and machinery of the lodging property.• Greet warmly any guests encountered on the property.• Respond quickly to guests’ maintenance requests.• Practice appropriate safety procedures at all times.

Excellent Team Players

• Inform front office employees whether any maintenance work will affect guests’ movements through the property.

• Inform the front office and housekeeping when a room will be unavailable for sale to a guest of for cleaning.

• Inform the front office and housekeeping when a room is once again available for sale to a guest or for cleaning.

Benefits of a Preventive Maintenance Program

• Decreased maintenance costs• Decreased downtime for maintenance workers• Decrease in maintenance request

Master Key Rules

• Never leave a key in a door’s lock, and never set it down; keep your key with you at all times.

• Do not allow anyone-even a supervisor-to borrow your keys. Send anyone who asks for one to the front desk.

• Always turns your key in before leaving the property for any reason.

• Report any lost keys immediately to the front desk.

How can maintenance workers contribute to the security and safety of the property?

Maintenance Worker Duties

• Perform preventive maintenance on guestrooms and public areas.

• Handle maintenance requests from guests or co-workers.• Maintain pars of all necessary maintenance supplies.• Repair damage to the property.• Maintain the physical structure of the property.

Section 11.1 Quiz

1. By performing tasks such as preventive maintenance and by maintaining the physical structure of the property, the maintenance worker keeps the lodging property in _____ _____.2. To be an excellent team player, maintenance employees can immediately inform _____ _____ _____ whether any maintenance work will affect guests’ movement through the property.

Section 11.1 Quiz

3. Verify that the pile of the rug or tension on the door stopper does not prevent the door from latching properly

a. Inspect interior doors

b. Inspect lightsc. Inspect the closetd. Inspect the windows

and coveringe. Inspect the ceiling

Section 11.1 Quiz

4. Look for leaks

a. Inspect interior doors

b. Inspect lightsc. Inspect the closetd. Inspect the windows

and coveringe. Inspect the ceiling

Section 11.1 Quiz

5. Check that hanger rods are secure.

a. Inspect interior doors

b. Inspect lightsc. Inspect the closetd. Inspect the windows

and coveringe. Inspect the ceiling