Unit-IV

Hotel renovation and maintenance management

Hotel Renovation:

Hotels go through some level of renovation every five to seven years to update the physical aspects of the
asset in order to remain competitive–and to remain in compliance with required franchise brand standards,
when applicable. Management strategically plans for and executes an asset renovation program can have a
significant impact on the hotel’s level of guest satisfaction and inconvenience, and on the hotel’s bottom line
during the renovation process. Removing room inventory and access to public areas of a hotel during a
renovation can cause both inconvenience and discomfort to the hotel’s guests – and also result in significant
displaced revenue.

Concept of renovations in hotel without affecting the revenue:

To mitigate the deleterious operational and financial effects of a renovation program, the following actions
are essential in order to initiate a “painless as possible” renovation of a hotel – while concurrently minimizing
the financial impact on the hotel’s bottom line.

1. Based on the scope and magnitude of the renovation project, determine if the hotel needs to be closed
in its entirety and reopened after the renovation, or if the renovation should occur while the asset
continues to operate.
2. Based on the scope of the project, evaluate and strategize the optimum time of the year to perform
the renovation in order to minimize both customer discomfort and revenue displacement.
3. Select a general contractor to oversee the project that has experience with the type of renovation that
is to be undertaken. It is crucial to enlist a general contractor who understands the challenges of
renovating a business that will continue to operate throughout the renovation process, and who also
understands the need to work quietly and cleanly.
4. Prior to commencing the renovation, communicate early and often with the hotel’s guests, alerting
them to the upcoming renovation and keeping them fully informed of the progress of the renovation
as it occurs. This communication process is imperative for the in-house or long-term guests, as well as
the businesses with which the hotel interacts.
5. Create a displaced revenue report that contains financial information capturing the negative impact on
top-line revenues that have been displaced, both in the rooms department as well as in the food and
beverage and meeting space areas. The revenue displacement reports are used to accurately explain to
ownership the financial impact on the operation. These can also be used for future budgeting and
planning purposes by providing accurate revenue comparison data.
 6. At the conclusion of the renovation, use the appropriate media outlets to inform the public and all
guests that the renovation is complete.

Reasons to renovate:

The most common reasons to renovate the property are as follows:

1. The furnishings and finishes within the facility are worn out.
2. The interior design is out of date and this is directly linked to declining revenues
3. To meet changing demands of the guests, latest trends and competition from other hotels.
4. To keep the hotel and the physical property in a fully updated condition, by using necessary funds, that
directly results progress in business volume
5. Acquiring and renovating an existing hotel presents an opportunity that is superior to constructing a
new hotel in terms of location, time and costs.

Types of Renovation:

1. Minor renovation (5-7 year cycle): it is to replace or renew the non-durable furnishings and finishes
within a space, without changing the space’s use or physical layout. Eg:- a minor renovation of a
guestroom might include replacing carpets and wall coverings, drapery, bedspreads, minor paintwork,
and touching up of the furniture finishes.
2. Major renovation (12-15 year cycle): it is to replace or renew all furnishings and finishes within a space
and may include extensive modifications in the physical layout and utilization of the space itself.
Eg:- replacement of furniture, bedding, lighting and accessories. In many cases the bathroom is
upgraded too, including replacing vinyl flooring with ceramic tiles or replacing the vanity and lavatory
units.
3. Restoration (25-50 year cycle): it is a restore typically allowing for a complete gutting of a space and
replacing of all systems that are technically and functionally obsolete, while restoring furnishings and
systems that can be used, given the current needs of the facility. Eg: replacement of kitchen and
laundry facilities, interior demolition of entire guestroom floors to reconfigure the mix of rooms and/or
the placement of bathrooms, the replacement of all mechanical, electrical and plumbing systems.

Subsidiary processes in renovation:

1. Refurbishing: This is just freshening up a property. This includes cosmetic changes such as changing
the draperies, upholstery and so on.
2. Redecoration: This involves the renewal of paintwork, touching up of furniture and finishes,
renewal of soft furnishings, and spring cleaning. This is also done annually in order to maintain the
standard of rooms.
3. Restoration: This is the restoring of a property to its exact original design with authentic materials.
4. Remodeling: This is the altering of the physical structure of the property.
 Budgeting and cost involved in renovation of a hotel:

At this stage, how much money is is going to be made available for the project is decided. An action
plan for expenditure to be incurred in future is drawn up, which acts as a guideline in controlling the
expenditure pattern.

Many hotels report renovations at reduced prices, in some cases a 20-percent savings and a shorter
time frame for the work, especially if multiple crews are used. This helps contractors keep crews
working and may help you get the project completed and guest-ready in a shorter period of time with
less interruption to your guest base.

The key to a successful renovation project involve defining standards for the time, cost and quality of
the project.

No matter how large or small they are, one of the best ways hotel owners and investors can ensure
that projects are completed within a defined budget is to pull together a team of professionals who
have extensive hotel experience and will work together to oversee the entire renovation
process. Including construction expertise early on in the process typically causes lower reliability in
meeting time, cost and quality standards. Instead, core team members should include
owners/investors, operators, interior designers and contractors.

Hotel restaurant renovation costs are always relative to the size of space, materials being used, labor
etc.

Plant and machinery in the initial days always perform to their fullest capacity but as time goes with regular
wear and tear, this becomes increasingly difficult. If proper and regular maintenance is undertaken than
production capacity can be maintained at a more or less same level. Maintenance also requires replacement
decisions. Replacement is a substitution of existing fixed asset with a new asset, which may enhance features
capable of performing similar function. The need for replacement may arise because of normal use,
obsolescence, early service failure, destruction, etc.

Maintenance

Maintenance is defined as a process in which working condition of plant or machinery is maintained at the
optimum level as to give maximum output. Maintenance is done through repair, partial replacement and total
replacement. Following is the significance of the maintenance policy:

 Maintenance policy ensures that equipments are always in ready and reliable condition. This ensures
company is able respond to any sudden change in demand.
 Maintenance policy ensures that equipments are always calibrated to provide good-quality products
and competitive advantage. This ensures that there are no sudden and frequent breakdowns and
reduce production of defective products.
 Maintenance policy ensures that there are no major breakdowns. This ensures there is no lose of
inventory or market share for companies following JIT philosophy.
 Maintenance policy ensures that costs are always controlled.
 Maintenance policy is particularly important in capital-intensive industries.

If organizations are not able to implement an effective maintenance policy than it can result in the following
results:
  Full capacity utilization may not be achieved.
 Increase in production cost as fixed labor cost cannot be reduced.
 Increase in maintenance cost as more spare parts are required.
 Reduction in product quality and increase in wastage.
 Safety of workers and operators in jeopardy.

Maintenance Management

Maintenance management is process where available resources are regulated in a manner that plant and
machinery can perform at specific levels. Maintenance management involves planning, scheduling and
execution of maintenance-related activities. The main objectives of the maintenance management are as
follows:

 Minimum level of production loss and minimum incidence of breakdown.

 Minimum level of wastage.
 Optimum usage of maintenance equipment and personnel.
 Quality of product is improved.

Planning and Scheduling

The maintenance department is responsible with planning and scheduling of maintenance in line with the
requirement and expectation of the organization. Planning and scheduling needs to ensure that business as
usual is not disturbed.

The following are key points to plan maintenance:

 Identify the equipment for maintenance and technique for maintenance.

 Categorize maintenance into routine, priority and emergency.
 Plan maintenance considering cost, time, space etc
 Material planning for maintenance requirements.
 Budget time and money requirements.

The need to schedule maintenance can be best described as follows:

 To optimize usage of plant, machinery and tools.

 To optimize usage of manpower in maintenance.
 To ensure smooth production flow.

From above it can safely be concluded that it is very critical for company to have a robust and effective
maintenance and repair policy.

Preventive maintenance:
Preventive maintenance consists of three parts: inspection, minor corrections, and work-order initiation.
Inspections are performed by housekeeping staff in the normal course of their duties.
Examples:- Room attendants and inspectors may regularly check guestrooms for leaking faucets, cracked
caulking around bathroom fixtures, and other items that may call for attention by engineering staff.
Attending to leaking faucets and improper caulking around sinks and tubs can control maintenance costs by
preventing greater problems, such as ceiling or wall damage in the bath below.
Communication between housekeeping and engineering should be efficient so that minor repairs can be
handled while the room attendant is cleaning the room. Preventive maintenance by its nature sometimes
identifies problems and needs beyond the scope of a minor correction. These problems are brought to the
attention of engineering through the work order system.
Routine Maintenance:
These are activities those which relate to the general up-keeping of the property, occur on a regular daily or
weekly basis, and require relatively minimal training or skills. These are maintenance activities which occur
outside of a formal work order system and for which no specific maintenance records are kept.
Examples:- Sweeping carpets, washing floors, cleaning readily accessible windows, cutting grass, cleaning
guest rooms, replacing burned-out light bulbs etc.
Many of these routine maintenance activities are carried out by the housekeeping department and no job
order is send to the engineering department.

Emergencies-distinctive time element:

Construction work is often hazardous. In addition to the lead hazards on bridge renovation and demolition
sites, there are many other safety and health concerns. The following sections point out safety hazards that
are often present during bridge RR&D work. Preventing injuries requires the establishment of safety
programs, practices, and procedures for identified hazards. These programs, practices, and procedures must
also be communicated, implemented, and enforced on all company project’s to protect the safety and health
of workers.

The following sections summarize the general requirements of applicable OSHA regulations for various
hazards; however, the standards themselves should be referenced for more details. In addition to Occupation
Safety and Health Administration (OSHA) regulations, publications by other authorities, such as State and local
governments, and trade associations, should be consulted to provide more comprehensive and current
information regarding safe work practices for specific hazards.

The general requirements of applicable OSHA regulations for various hazards are:

SECTION 1: PERSONAL PROTECTIVE EQUIPMENT

 Head Protection
 Eye and Face Protection
 Hearing Protection
 Foot Protection
 Hand Protection

SECTION 2: FALL PROTECTION:

To protect employees when they are exposed to fall hazards, some form of fall protection must be used. The
most common forms of fall protection are

 Guardrails,
 Personal fall arrest systems,
 Hole covers,
 Safety nets.

Any one or all of these forms of fall protection may be used on construction worksites. The current OSHA
standards also require that employees receive training regarding fall protection issues, and that the training is
documented. An alternate fall arrest program may be implemented in cases where none of the traditional
methods of fall protection are feasible.

SECTION 3: ELECTRICAL:

Personal Protection:
 Personal protection should come first as compared to any other piece of safety equipment as it directly
protects against electrical mishaps. The amount of personal protection required is based on the
potential exposure to electricity. Use and while handling electrical materials as they provide basic
safety.
Precautions used while working with wiring or in close contact with electrical equipment are
 Footwear
 Electrical gloves face shield,
 Fire-resistant helmet
 Protective eyewear
 Earmuffs
 Testing equipment:
The electrical power testing equipment provides the necessary protection from unwanted and
potential deadly shocks. Ensure that the worksite is stocked with voltage detectors, clamp meters and
receptacle testers.

1. Cord protectors
One good electric safety practice includes use of safe extension cords and outlet strips. As an extra
measure, use cable covers and cord protectors. Use floor cable protectors for safety and ensure that
they are highly visible to prevent tripping on the worksite.

2. Voltage regulators and circuit breakers

They are critical pieces of safety equipment that curb the problem before it gets worse. Always use a
surge protector to shut off the worksite’s power supply during an emergency. A voltage regulator helps
in preventing equipment damage over time or damage during a surge of electricity.

3. Precautions
Some electrical hazards will occur and they would be out of control. However, some can be controlled
some and reduce the risk of electrocution by being cautious at the worksite. Some precautions include
knowing where the electrical wiring will be an issue on a construction site and label it for safety
measures and using ground fault circuit interrupters for all receptacle outlets to prevent electrical
shock.

4. Equipment use
Training the staff properly will help them identify the unknown improper shortcuts and thus reduce the
risk of equipment-related electrocution. Workers must be encouraged to practice identifying any kind
of abnormality or any kind of electrical hazard, such as identifying a distinct burning smell. Make a
safety checklist and incorporate it into daily routine. Create an environment where the workers feel
comfortable to alert a supervisor in case there is any problem.

5. Risk assessments
Carry out an exhaustive and comprehensive risk assessment before any kind of work starts on the
construction site. This helps in identifying the potential electrical hazards and ensuring that suitable
control measures are in place to prevent them from causing harm to workers. It is important to
familiarize with the results of the risk assessment to understand which hazards you need to look out
for.

SECTION 4: SCAFFOLDS

According to OSHA, the two predominant hazards when working on scaffolds are falling from the
scaffold and being struck by a falling object while working on or below a scaffold. The falls are most
commonly caused by either the planking or scaffold support structures giving way, or by falling off the
edges of the work platforms. In addition to the fall hazards, workers have been electrocuted when
either the scaffold structures or conductive tools and materials being used on the scaffold have come
into contact with electrical sources.
Fire on construction projects is a constant hazard that can cause loss of life, equipment and material. To assist
in preventing fires on construction projects, all personnel must comply with the following safe work practices
and procedures:

SECTION 5: Fire Protection

 Access to all available firefighting equipment must be maintained at all times.

 Firefighting equipment must be inspected monthly and maintained in operating condition. Defective
or exhausted equipment must be replaced immediately.

 All firefighting equipment should be conspicuously located at each jobsite.

 One fire extinguisher, rated not less than 2A, should be provided for each 3,000 sq ft (279 m 2) of the
protected work area. Travel distance from any point of the protected area to the nearest fire
extinguisher must not exceed 100 ft. One 55-gallon open drum of water with two fire pails may be
substituted for a fire extinguisher having a 2A rating.
 Extinguisher and water drums exposed to freezing conditions shall be protected from freezing.
 Employees should not remove or tamper with fire extinguishers installed on equipment or vehicles or
in other locations unless authorized to do so or in case of fire. After using a fire extinguisher, it must
be recharged or replaced with another fully charged extinguisher.

 Extinguishers must be selected based on the anticipated fire hazards. To aid in the proper selection of
fire extinguishers, the classes of fires are as follows:

 Class A (wood, paper, trash) - use water, dry chemical, or foam extinguisher.

 Class B (flammable liquids, gas, oil, paints, grease) - use foam, carbon dioxide, or dry chemical
extinguisher.
 Class C (electrical) - use carbon dioxide or dry chemical extinguisher.

 Class D (combustible metals) - use dry powder extinguisher only.

B. Fire Prevention

 Internal combustion engine-powered equipment should be located so that exhausts are away from
combustible materials.

 Smoking is prohibited at or in the vicinity of operations that constitute a fire hazard. Such operations
must be conspicuously posted: "No Smoking or Open Flame."

 Portable battery-powered lighting equipment must be approved for the type of hazardous locations
encountered.
 Combustible materials must be piled no higher than 20 ft (6.1 m). Depending on the stability of the
material being piled, this height may be reduced.
 Driveways between and around combustible storage piles must be at least 15 ft (4.6 m) wide and kept
free from accumulations of rubbish, equipment, or other materials.

 Portable fire extinguishing equipment, suitable for anticipated fire hazards on the jobsite, must be
provided at convenient, conspicuously accessible locations.
  Firefighting equipment must be kept free from obstacles, equipment, materials, and debris that could
delay emergency use of such equipment. Employees should familiarize themselves with the location
and use of the project's firefighting equipment.

 All oily rags, waste, and similar combustible materials must be placed in metal containers. The
containers must be emptied on a daily basis.
 Storage of flammable substances on equipment or vehicles should be prohibited unless such unit has
adequate storage area designed for such use.

C. Flammable and Combustible Liquids

 Explosive liquids, such as gasoline, shall not be used as cleaning agents.

 Gasoline and similar combustible liquids must be stored, transported, and handled in approved and
labeled containers in well-ventilated areas free from heat sources.
 Approved wooden or metal storage cabinets must be labeled in conspicuous lettering: "Flammable-
Keep Fire Away."

SECTION 6: SANITATION

The following sanitation provisions apply to construction jobsites:

 Employees should not be required to perform work under unsanitary conditions. Adequate supplies of
potable water shall be provided at the jobsite. Containers used for drinking water will be clearly
marked and not used for any other purpose. Cups must not be shared by employees.
 Outlets for non-potable water (i.e., firefighting purposes) are not to be used by employees for drinking,
washing, or cooking purposes.
 All construction projects must have an adequate number of toilets on the jobsite according to the
following:

20 or less workers - 1 toilet

20 or more workers - 1 toilet seat and 1 urinal
per 40 workers
200 or more- 1 toilet seat and 1 urinal
workers per 50 workers

 Hand washing facilities need to be provided in near proximity to the jobsite for employees working
where lead is present. Hand washing facilities should also be present when employees are applying
paints, coatings, herbicides, and insecticides or in other operations where contaminants may be
harmful to the employees. Sinks shall have hot and cold or tepid running water, with soap and hand
drying means provided.

SECTION 7: CONTROL OF HAZARDOUS ENERGY:

Whenever maintenance, servicing, or repairs are done to tools and machinery, there is a potential for
injury from the accidental energization or movement of the equipment. Prior to beginning any work
on equipment, steps must be taken to identify the energy sources present in the equipment, and to
ensure that the energy sources are neutralized.
 SECTION 8: CONFINED SPACE ENTRY

Although it is not common, some bridge renovation/demolition jobsites may require employees to work in
confined spaces. A confined space means a space that:

1. Is large enough and so configured that an employee can bodily enter and performed assigned work.
2. Has limited or restricted means for entry or exit (for example, tanks, vessels, silos, storage bins,
hoppers, vaults, and pits are spaces that may have limited means of entry).
3. Is not designed for continuous employee occupancy.

Conditions that make a confined space especially dangerous (i.e., make it a permit-required space) are that
the confined space:

1. Contains or has the potential to contain a hazardous atmosphere.

2. Contains a material that has the potential for engulfing an entrant.
3. Has an internal configuration such that an entrant could be trapped or asphyxiated by inwardly
converging walls or by a floor that slopes downward and tapers to a smaller cross-section.
4. Contains any other recognized serious safety or health hazard.

When a permit-required space is present, the following hierarchy of controls should be used on the space:

1. Try to avoid entry.

2. Eliminate the hazards that make the confined space a permit-required space. Ventilation, lockout/tag
out, block and bleed, and other procedures can be used to eliminate hazards. Hazard elimination must
be verified by air monitoring and other test procedures.
3. Eliminate the hazards to the point that only atmospheric hazards remain.
4. Minimize and control hazards to the fullest extent possible, and enter only after the requirements of a
full permit entry have been satisfied.

SECTION 9: FLOOR AND WALL OPENINGS

 All floor openings must be guarded by a standard railing and toeboards or cover.
 Ladder way floor openings or platforms must be guarded by standard railings with toeboards on all
exposed sides, except at entrance to opening, where a swinging gate allows passage through the
railing.
 Barricades for warning workers of hazards must be placed
 Manhole covers must be strong enough to support possible loads and secured in place to prevent
slipping.
 Guard all open-sided floors or platforms or more above the adjacent floor or ground level with a top
rail, midrail, and toe board.
 Guard all wall openings that have a drop of more than 4 ft (1.2 m), and where the bottom of the
opening is less than 3 ft (0.9 m) above the working surface with a toprail, midrail, and toeboard.
 Do not store materials within 6 ft (1.8 m) of floor openings or the roof.

Preventive maintenance outlines routine checks on everything from locks on the doors and the condition of
the bathroom toilets to furniture and the condition of equipment in the hotel’s fitness to centre. When
building a plan, focus on ten of the most important hotel maintenance tasks.
 Ten Areas to Focus Hotel Maintenance
1. Heating and Cooling Systems: Ensure the comfort of guests by doing routine checks and maintenance on the
hotel’s heating and cooling systems. Last-minute repairs will prove to be expensive. Inspection on everything
from temperature and air flow to faulty wires, unfamiliar smells and noises will save time and money.
2. Plumbing and Water Supply: Plumbing issues can cause water damage. Inspect plumbing on a regular basis by
checking for rusty or ruptured pipes, toilet malfunctions, and water damage to ceilings and floors, water
pressure, cracked tiles and leaks. Make sure that all toilets flush, drains are unclogged and sinks, tubs and
pools are leak-free. Maintenance planning can also reduce instances of mildew and peeling caulking.
3. Electrical problems can cause power outages or shortages, which can affect staff and guests. By consistently
checking electrical wires, plugs and circuit breakers, larger electrical problems can be avoided. A backup
power supply, such a generator, is necessary in the event of a storm or other unexpected emergency situation,
so it has to be checked periodically to ensure it is functioning.
4. Lighting: A lamp missing light bulb can leave an unfavourable impression on hotel guests and pull the
maintenance staff away from prior obligations. It is important to implement a system where staff consistently
checks the hotel’s lighting needs. Adopting green lifestyles and staying up-to-date on the most energy-efficient
lighting solutions will be advantageous for the hotel.
5. Safety: Guest safety is a top priority. Checking whether Sprinkler systems are working properly and that all
smoke detectors and carbon monoxide detectors have fully-functioning batteries. Locks on the door to the
main entrance, bedrooms, conference rooms, storage closets and other areas in the hotel should be routinely
monitored. Other security measures include checking the alarm systems and fire extinguishers.
6. Clean and Replenish: Sweeping, dusting, vacuuming and disinfecting on a regular basis can keep a hotel’s main
lobby, guests’ bedrooms, dining areas and meeting spaces looking presentable at all times. It’s also essential
to replenish soap, tissue, linens, bath robes, lotion, shampoos, conditioners and other supplies guests use
when they check into the hotel.
7. Furniture: Hotel furniture adds to the ambiance of the front lobby, guests’ bedrooms, meeting spaces and
dining facilities. Care for furniture by checking for loose pieces, worn-out upholstery, discoloration, scratches,
dents and even misplaced furniture. There may even been instances where furniture pieces are missing, due
to theft, and need to be replaced.
8. Exterior: The first things guests notice about a hotel is the exterior of the facility, that’s why important for
maintenance staff to pay close attention the building, the parking lot and even the landscaping. Chipped paint,
trash and other unsightly issues can instantly diminish a hotel’s reputation. Maintenance tasks may include
power washing of exteriors, freshening up the paint and ensuring that garden areas are properly watered.
9. Equipment and Supplies: Hotels depend on a range of supplies and equipment to run the facility smoothly.
From the vacuum cleaners used to clean the carpets to the computers used to check guest into the hotel,
management has to ensure that all equipment and supplies are readily available for guests and even staff.
Meeting Spaces: Meeting and conference facilities have the ability to generate substantial income for a hotel.
Checking the tables, chairs, projection screens and equipment for their functionality and that the spaces are
presentable for guests and their attendees is very important task.

Common building defects and their symptoms:

Construction defects usually include any deficiency in the performing or furnishing of the design, planning,
supervision, inspection, construction or observation of construction to any new home or building, where there
is a failure to construct the building in a reasonably workmanlike manner and/or the structure fails to perform
in the manner that is reasonably intended by the buyer. Some of the most common and high-cost construction
defects include:

 Structural integrity - concrete, masonry & division, carpentry, unstable foundations

 Expansive soils
 Mechanical
 Electrical
 Water intrusion (often resulting in toxic mold)
 Thermal and moisture protection
 Doors, windows and glass
 Finishes

Generally, courts categorize construction defects in one of four categories: design deficiencies, material
deficiencies, construction deficiencies, or subsurface deficiencies.

Design Deficiencies

Design professionals, such as architects or engineers, who design buildings and systems do not always work as
specified, which can result in a defect. Typical design deficiencies relate to building outside of the specified
code. Roofs are an example of a typical design defect that results in water penetration, intrusion, poor
drainage, or inadequate structural support.

Material Deficiencies

The use of inferior building materials can cause significant problems, such as windows that leak or fail to
perform and function adequately, even when properly installed. Window leaks can result from many things
including, rough framing not being flush with outside at openings, improperly flashed windows, improperly
applied building paper, window frame racked during storage/moving, lack of sheet metal drip edge above
window header, etc. Common manufacturer problems with building materials can include deteriorating
flashing, building paper, waterproofing membranes, asphalt roofing shingles, particle board, inferior drywall
and other wall products used in wet and/or damp areas, such as bathrooms and laundry rooms.

Construction Deficiencies

Poor quality workmanship can result in a long list of defects. A typical example is water infiltration through
some portion of the building structure, which may create an environment for the growth of mold. Other
problems include cracks in foundations or walls, dry rotting of wood, electrical and mechanical problems,
plumbing leaks, or pest infestation.

Subsurface Deficiencies

Many hotels are built on hills or other areas where it is difficult to provide a stable foundation. A lack of a
solid foundation may result in cracked foundations or floor slabs and other damage to the building. If
subsurface conditions are not properly compacted and prepared for adequate drainage, it is likely the
property will experience problems such as improperly settling to the ground (subsidence), the structure
moving or shifting, flooding and in many cases more severe problems such as landslides.