Hotel Maintenance SOP Key

key to maintenance
AZZEMAN HOTEL
DEPARTMENT OF ENGINEERING
STANDARD OPERATION PRoCEDURE
(SOP)
March 2021
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Azzeman Hotel – Engineering SOP
key to maintenance
Table of contents
1. Introduction
1.1. Objectives
1.2. Scope
1.3. Purpose
1.4. Responsibility
1.5. Accountability
1.6. Procedure
1.7. Machine history card
2. Maintenance concept
2.1 Classification of maintenance management
2.2 Planned maintenance
2.3 Types of maintenance
2.3.1 Break down maintenance
2.3.2 Preventive maintenance
2.3.2a preventive maintenance
2.3.2b Maintenance check list
2.3.2c periodic maintenance
2.3.2d maintenance schedule
2.3.3 Corrective maintenance
2.3.4 Maintenance prevention
2.4 Quality maintenance
3. Maintaining machines and equipment’s
3.1 generator
3.2 water reservoir system
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3.2.1 Reservoir tank cleaning record shit
3.3 maintenance of laundry machine
3.3.1 Washing machine
3.3.2 Drying machine
3.3.3 Flat iron
3.3.4 Iron board
3.3.5 Air compressor
3.3.6 Hot water boiler
3.4 Maintenance of kitchen equipment
3.4.1 Cold room
3.4.2 Refrigerators
3.4.3 Deep fryer
3.4.4 Conventional oven
3.4.5 Electrical oven
3.4.6 Infrared oven
3.5 Heat pump
3.6 Elevator
3.6.1 Helping passengers at emergency case
3.6.2 If power is on instruction
3.6.3 If power is off instruction
3.6.4 Intercom instruction
3.7 Fire pump
4. Training
5. Safety, health and environment
5.1 Fire safety
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5.1.1 Purpose and scope
5.1.2 General policies and procedure
5.2 Types of fire extinguisher
5.2.1 Dry chemical extinguisher
5.2.2 Using hand fire extinguisher
5.3 Fight a fire only if
5.4 Do not fight a fire if
5.5 Inspection and maintenance
5.5.1 Inspection
5.5.2 Maintenance
5.6 Fire detector
5.7 Firefighting team procedure
5.8 Firefighting devices in the hotel
5.9 Procedure of using fire hose reel
6. Reporting on duty, grooming and hygiene
6.1 Departmental working polices procedure
6.1.1 Purpose and scope
6.1.2 Staff grooming and hygiene
6.2 Dos and do not in maintenance
6.3 Take over a shift
6.3.1 Objectives
6.4 Preparation before begging the shift
6.5 Every maintenance team member of our hotel
6.6 Department structure
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7. Job description
7.1 Job description for chief engineer
7.2 Job description for engineering supervisor
7.3 Job description for general maintenance
7.4 Job description for painter
1 INTRODUCTION
Generally, hotels are complex and costly when it comes to maintenance with various uses of spaces that
have different schedules and uses for guest rooms‟ restaurants, health club, laundry, bar, hot water
system, elevator, kitchen and each has a functional engineering system required for its maintenance.
Maintenance has to be done throughout the year, requiring competent staff to undertake building
services, operation and maintenance, supplemented by outsourced contractors. In the hospitality
industry the maintenance of the engineering systems is important despite its complex processes as its
effectiveness will directly affect the quality of hotel service, food, and beverage which have direct and
significant effect on guests‟ impression of the hotel.
As such, the development of a suitable maintenance strategy is gaining publicity, greater reliance is
placed on it to keep high system availability and achieve acceptable environmental conditions for the
occupants. Most hotel rooms are accommodation & revenue comes from sales of these rooms. The
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three core consumer products in the hotel, accommodation, food and beverage, accommodation
standard significantly affect the customer satisfaction and inclination to return.
Maintenance management also plays a main role in improving energy efficiency and keeping the total
costs optimal. The costs of operating and maintaining the engineering systems, in particular the in-house
manpower, out-source contractors, energy consumption and equipment deterioration, must be properly
monitored and controlled. Among the commonly adopted strategy in the hotel industry is outsourcing,
which managers use to squeeze operating costs in a tough business environment. The purpose of such a
strategy is to improve productivity, increase revenues; lower operating costs, and reduce risk. It allows
hotel to focus efforts on its core competency and strengthen its ability to adapt in the ever-changing
business environment.
Despite the importance of maintenance in this industry it is characterized by the personal ownership
and management structure. The maintenance team need to maintain brand image & may compete with
profit maximization. What maintenance strategies do hotel operators adopt for efficient delivery of
services and what difficulty do they encounter in implementation? What influential factors are
considered in making decision on hotel maintenance?
In the light of this principal-agent problem, some hotel operators have been successful at keeping
standards and maintenance management strategies in their hotels and to keep up in this competitive
industry.
1.1 Objectives
The realization of this aim of seeking maintenance management tools requires the pursuit of the
following objectives:
 Achieve and sustain availability of machines
 Optimum maintenance cost.
 Reduces spares inventory.
 Improve reliability and maintainability of machines.
 Maintaining existing equipment and facilities
 Equipment’s and facilities inspections and services
 Maximizing production or operational through out
 Identify and implement cost reduction
 Provide accurate equipment maintenance records
 Collect necessary maintenance cost information
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 Optimize maintenance resource /labor , material and money /
 Optimize capital equipment life
 Minimize energy usage
 Responsibility for environmental, safety and health compliance
1.2 Scope
This sop shall be applicable for equipment, machinery and facility break down. It also serves for
preventive actions.Maintain the capability of the company’s assets to perform their designed function
there by increasing and maximizing the company’s return on assets.
1.3 Purpose
Purpose is to establish guide lines for facilities management preventive maintenance system to;
 Improved system reliability
 Decreased cost of replacement
 Decreased system down time
 Better spares inventory management
1.4 Responsibility
Chief Engineer, supervisor, general technicians and painter take the major responsiblity
1.5 Accountability
Chief Engineer is accountable for all maintenance work
1.6 procedure
1.6.1. Communicate the breakdown to engineering department and hand over the break down
Intimation note
1.6.2. Chief Engineer or supervisor will depute the technician to attend the
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break down (is this the right term?) Defect or fault may also be used
1.6.3. while carrying out the break down maintenance, ensure that following
Steps are taken
 To prevent sudden interruption of power better communicating with the staffs

working on the line (announcement).
 Switch off power supply of the machine and put a note on machine stating
UNDER MANTENANCE
 Discuss the incidence of break down with the operator to understand the
details.
 Carefully inspect the machine and check the cause of break down.
 After identifying the cause, if any parts /assemblies of machine are to be

dismantled, mark them properly for identification.
 Keep the dismantled parts of machine in proper tray and clean them
thoroughly.
 After the repairs, assemble the parts, check the assemblies for smooth
operations and then assemble them on machine.
 Lubricate the parts wherever lubrication required, as per the lubricant

recommended by the machine manufacturer /supplier.
 After satisfactory repairs of breakdown, show the performance trial to

concerned person and get it confirmed in break down intimate note.
 Remove the UNDER MAINTENANCE board.
1.6.4. Record this information in the machine history card and Log book.
1.6.5. In case of any major part to be replaced, which may affect the machine
Performance should take place through a change control procedure.
1.6.6. Maintenance work required other than break down of process related
Equipment/Instruments shall be communicated through maintenance
requisition
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AZZEMAN HOTEL
EQUIPMENT & MACHINE HISTORY CARD
Machine name ______________________
Model _____________________________
Serial no.___________________________
Location ___________________________
Date installed ______________________
No. Date Type of maintenance Defect Action Part Remark

found taken replaced
Weekly Monthly Quarterly Six month yearly Break
down
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2 MAINTENANCE CONCEPT
Maintenance is the effort in connection with different technical and administrative action to keep a
physical asset, or restore it to a condition where it can perform a required function .Maintenance is also
seen as an investment because resources are spent today to do maintenance in order to reduce cost or
get higher benefits in the future as compared to if the resources are not spent. However, despite this
opinion maintenance is generally separated from “true‟ investment because it is matter of restoring an
old function or keeping up an old function. As such from a forward looking perspective, the concept of
maintenance favors minor changes and where it is possible to know in advance what is rational to do. It
is also suitable for an industry characterized with more rapid changes on its specific job structure.
2.1 Classification of maintenance management
The following categorization on maintenance management:
 Maintenance techniques comprising preventive, corrective, condition based, predictive and

outsourcing techniques among others.
 Maintenance scheduling for maintenance personnel, repair rate assessment and wear out
condition of equipment as well as scheduling for immediate and emergency job which are
challenging areas in maintenance.
 Maintenance information systems which uses opportunity created by information technology

and which have now become essential component of any maintenance in organizations.
 Maintenance performance measurements used to assess effectiveness of equipment’s and

other repair strategies. An effective performance measurement system is essential for effective
functioning of any organization as whatever gets measured has a higher probability of its
completion.
 Maintenance policies which deals with maintenance concepts and new ideas to improve
management decisions.
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Maintenance management has also been categorized by many writers into three maintenance
procedures being corrective maintenance (unplanned) approach which is a failure-driven maintenance
referring to running equipment until unexpected event breakdown of equipment or malfunctioning.
Preventive maintenance (planned) which entails time-based maintenance requiring regular task of
maintenance irrespective of the condition of the item and thirdly condition-based maintenance which
also entails periodic inspection of equipment to check it and replace it when a faulty condition is
observed before breakdown.
2.2 planned maintenance
With Planned Maintenance we evolve our efforts from a reactive to a proactive method and use trained
maintenance staff to help train the operators to better maintain their equipment. It is aimed to have
trouble free machines and equipment’s producing defect free products for total customer satisfaction.
This breaks maintenance down into four "families" or groups, which was defined earlier.
1. Preventive Maintenance
2. Breakdown Maintenance
3. Corrective Maintenance
4. Maintenance Prevention
Target:
1. Zero equipment failure and break down.
2. Improve reliability and maintainability by 50 %
3. Reduce maintenance cost by 20 %
4. Ensure availability of spares all the time.
5. Achieve and sustain customer complaints at zero
6. Reduce in-process defects by 50 %
7. Reduce cost of quality by 50 %.
Six steps in Planned maintenance:
1. Equipment evaluation and recoding present status.
2. Restore deterioration and improve weakness.
3. Building up information management system.
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4. Prepare time based information system, select equipment, parts and members and map out plan.
5. Prepare predictive maintenance system by introducing equipment diagnostic techniques and
6. Evaluation of planned maintenance
2.3 Types of maintenance:
2.3.1. Breakdown maintenance:
In this type of maintenance, no care is taken for the machine, until equipment fails. Repair is then
undertaken. This type of maintenance could be used when the equipment failure does not significantly
affect the operation or production or generate any significant loss other than repair cost. However, an
important aspect is that the failure of a component from a big machine may be injurious to the
operator. Hence breakdown maintenance should be avoided.
2.3.2. Preventive maintenance:
It is a daily maintenance (cleaning, inspection, oiling and re-tightening), design to retain the healthy
condition of equipment and prevent failure through the prevention of deterioration, periodic inspection
or equipment condition diagnosis, to measure deterioration. It is further divided into periodic
maintenance and predictive maintenance. Just like human life is extended by preventive medicine, the
equipment service life can be prolonged by doing preventive maintenance.
2.3.2a.preventive maintenance
This is a method in which the service life of important part is predicted based on inspection or
diagnosis, in order to the parts to the limit to their service life. Compared to periodic maintenance, it
manages trend values, by measuring and analyzing data about deterioration and employs a surveillance
system, designed to monitor conditions through an on-line system. E.g. replacement of coolant or oil, if
there is a change in color. Change in color indicates deteriorating condition of the oil. As this is a
condition-based maintenance, the oil or coolant is replaced.
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AZZEMAN HOTEL
Engineering department daily maintenance check list
Date from ___________to___________
No. Job description Mon Tues Wed Thurs Fri Sat Sun
1 Check line water and reservoir tank level at both

side of ground floor
2 Check feeder tank pump is working at ground floor
3 Check feeder tank level at 13teen floor
4 Check feeder pump is working at 13teen floor
5 Check hot water circulation pump is working
6 Check hot water temperature at both tank 1 and

2/ it should be not less than 48 degree centigrade/
7 Check any leakage around heat pump and feeder

pump
8 Check exhaust fan is working properly
9 Check both sucker fan working properly
10 Check any leakage inside the service

room/mechanical room/
11 Check any toilet leakage sound in the service floor

through the sewerage line
12 Check fuel level of the generator
13 Check coolant level of the generator
14 Check generator battery is health /it should be

shown on the display DC > or = 24V/
15 Check generator engine oil level
16 Check automatic transfer switch /ATS/ auto made
17 Check Fire pump DC is health
18 Check the generator is auto made
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19 Check the acetylene gas on safe mode
20 Check damaged light in restaurant
21 Check damaged light in lobby
22 Check damaged light around the building
23 Check scanner machine is working
24 Check any shut off valve and flexible hose

problem
25 Check light problem at the corridor and stair
26 Check door and window problem at room, rest

room and corridor
27 Check smoke detector display
28 Check all elevators a good condition
Operator sign
Manger or Supervisor sign
2.3.2b. Periodic maintenance (Time based maintenance - TBM):
Time based maintenance consists of periodically inspecting, servicing and cleaning equipment and
replacing parts to prevent sudden failure and process problems. E.g. replacement of coolant or oil in
every 15 day.
AZZEMAN HOTEL
Department of engineering maintenance schedule
No. Date Location Time frame Time Assigned technician
1 Monday Generator Every week 8am-10am Electrician and Mechanic

2 Monday Reservoir tank Every two 1pm-5pm Electrician, Mechanic and plumber
week
3 Tuesday Laundry Every week 8am-10am Electrician, Mechanic and plumber
4 Tuesday Steam and sauna Every week 1pm-2pm Electrician, Mechanic and plumber
5 Wednesday Kitchen Every week 1pm-3pm Electrician, Mechanic and plumber
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6 Thursday Heat pump Every week 8am-10am Electrician, Mechanic and plumber
7 Friday Exhaust motor fan and Every week 8am-10am Electrician and Mechanic
room sucker fan
8 Friday Fire pump Every week 2pm-3pm Electrician, Mechanic and plumber
9 Saturday Elevator Every week 10am-11am Electrician and Mechanic
Approved by Chief Engineer
2.3.3. Corrective maintenance
It improves equipment and its components so that preventive maintenance can be carried out reliably.
Equipment with design weakness must be redesigned to improve reliability or improving maintainability.
This happens at the equipment user level. For example, installing a guard to prevent the burrs falling in
the coolant tank.
2.3.4. Maintenance prevention:
This program indicates the design of new equipment. Weakness of current machines is sufficiently
studied (on site information leading to failure prevention, easier maintenance and prevents of defects,
safety and ease of manufacturing). The observations and the study made are shared with the equipment
manufacturer and necessary changes are made in the design of new machine.
2.4 Quality maintenance
It is aimed towards customer delight through highest quality through defect free manufacturing. Focus
is on eliminating non-conformances in a systematic manner, much like Focused Improvement. We gain
understanding of what parts of the equipment affect product quality and begin to eliminate current
quality concerns, and then move to potential quality concerns. Transition is from reactive to proactive
(Quality Control to Quality Assurance).
Quality maintenance activities is to set equipment conditions that preclude quality defects, based on the
basic concept of maintaining perfect equipment to maintain perfect quality of products. The condition is
checked and measure in time series to very that measure values are within standard values to prevent
defects. The transition of measured values is watched to predict possibilities of defects occurring and to
take counter measures beforehand.
Policy:
1. Defect free conditions and control of equipment’s.
2. Quality maintenance activities to support quality guarantee
3. Focus of prevention of defects at source.
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4. In-line detection and segregation of defects.
5. Effective implementation of technician quality guarantee.
3 Maintaining machines and equipment’s in Azzeman hotel
3.1 Generator
Typically the Generator was designed with a capacity of 450 KVA. The Generator always standby in case
of Emergency of power cut also everyday checked all the consumable materials to generator and it has
capacity hold 640 litter fuel /diesel/.
The Generator should be filled 100% the fuel tanker and will refill every time the amount of fuel drops
down and arrange 600 litter fuel oil for reserve.
Generator uses oil for Engine SEA 40 and it should be checked and refill 39 litter before the generator is
launched. It should be check the oil every day by deep stick before launch. The amount of oil within the
generator is not less than the middle of the deep stick scale. When it is below the midpoint of deep stick
scale, should be top up the oil. Also there should be a minimum of 10 litters on the reserve. After
running the Engine for 500 hours completely drain the oil and must be refill.
Generator used coolant for protecting the Engine from high temperature and cracking and the capacity
is also 60 litters. This is also checked every day and top up as soon as the oil coolant drops down, a
backup coolant should be kept in the reserve.
Air cleaner checked always through the indicator. At normal condition the indicator must be show up
green. When the indicator shows red it must be changed by new one and checked before 6 months if
any oil leakage gets to happen.
Generator uses two fuel filters. Fuel filters protects unwanted garbage from entering the combustion
chamber and make carbon to the piston. It must be change at the service time by another and not will
go on more than six month.
Generator uses one Engine oil filter and it will be change at service time and any problem come up
against the Engine oil line blocked.
Generator uses one coolant filter. It must be change when a service time is over and circulation
happened to the system is blocked.
Generator also uses two DC batteries with 100A current and 12V each. The battery installed battery
charger to the system and protects the battery from warning out. At the generator off running time it
will be charge the battery to keep not less than 24V. The always safe the voltage is greater than 25V and
will be check daily battery water and the acid is strong and clear.
The Generator radiator makes cool the coolant by using fan. It should be always clean.
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General Maintenance Table of Generator
No Item Time frame Quantity

1 Fuel filter Service time/every 6 month Two
2 Engine oil filter Service time/every 6 month One
3 Coolant filter Service time/every 6 month One
4 Air cleaner Service time/every 6 month One
5 Battery When the acid goes weak Two
6 Piston At over all service time Six
7 Piston ring At over all service time Twelve
3.2 Water reservoir system/water tank/
The hotel has six 4,000 letters tanks at basement and two 5000 letters on the top floor. The tanks have
to be cleaned ones' every two weeks. The water’s sanitation and normality has to be recorded on the
reservoir tank cleaning sheet.
All over the area around the reservoir tank has to be neat, clean, dry and free from leakage.
AZZEMAN HOTEL
Department of engineering
Reservoir tank cleaning record sheet
No. Date Cleaning chemical Technical data Operator Sign Remark

used /Technician/
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3.3 Maintenance of laundry machine
The laundry contains two washing machines, two drying machines, two flat irons, iron board,
compressor type iron board and suit tension.
3.3.1 Washing machine
Washing machines to be check one day in every week starting from leg of the machine bolt not lose, bet
tension, greasing, water line hoses, Amorzator (shock absorber), spring, micro switches and power
supply line. Through the year also has to check and change the bearing when it damage or appear to be
in bad condition.
3.3.2 Drying machine
Drying machine also to be checked ones’ a day and the bolt, contactor and breaker resistor, exhaust fan
and thermostat has to be checked and change the bearing of the drum though the year.
3.3.3 Flat iron
Flat iron machine has to be checked the roller bearing, electrical heater and contactor every week and at
the same time on the maintenance day.
3.3.4 Iron board
Both compressor iron board and electrical iron board have to be check for their pressure and
temperature. Also clean the water line, filter at weekly maintenance day and check the resistor by
measuring using ohm meter.
3.3.5 Air compressor
The Air supplier compressor has to be check to make sure that there is no oil leakage in the system and
the line is well connected to the compressor iron board.
3.3.6 Hot water boiler
The boiler gives hot water to washing machine. So, the components should be checked on maintenance
time the chock valve and the heater have to be tasted well before starting the operation.
3.4 Maintenance of kitchen equipment
3.4.1 Cold room
Cold room keeps the temperature -16 at normal working condition. At maintenance time the internal
fan has to be checked to confirm that it is free from Ice collection and the outside air filter should be
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cleaned with water and powder soap/ detergent. If there is accumulation oil, please use condenser
chemical to remove the oil from filter. The cold room temperature always kept by top up the refrigerant
404A and has to be checked the leakage around the copper line.
3.4.2 Refrigerator
All refrigerators have to work by keeping the setting temperature. During maintenance time it should be
check that the fan is working properly. The condenser free from Ice and all part of the refrigerator must
be free from oil accumulation. The oil accumulation has to be cleaned by condenser chemical and fresh
water. The refrigerators temperature always kept on the top of the refrigerator 134a and has to be
check the leakage around the copper at maintenance time.
3.4.3 Deep fryer
The deep fryer has to be checked at maintenance schedule to make sure that the thermostat, contactor
and heating electric resistance is working properly.
3.4.4 Conventional oven
Conventional oven has to be tested all over at maintenance time. The water line valves, electrical
contractors, knobs, thermostat, display and heating resistance have to be in good condition.
3.4.5 Electrical oven
Electrical Oven hot plate has to be highly secured and take a good care of yourself from personal injury
during maintenance. Do not clean the hot plate with cold water because it causes an immediate damage
on the heating element. Clean it with dry cloth when it cools down and the selector has to be checked to
make sure that it is free from short circuit and the resistor is not damaged.
3.4.6 Infrared oven
First switch off the main breaker and close water supply get valves then the heating element has to be
check that it is not damaged by measuring the resistance and Input water filter should be cleaned. The
technician should also check that the thermostat is working, all temperature devices are working
properly, spot lights are working inside the oven, drainage line is working properly and heat exhaust fan
is working too.
3.5 Heat pump (hot water production)
When ever starting maintenance, first you have to switch off the main breaker of the heat pump and
close water supply get value. Then remove all external cover and Put plastic cover on the electric
boards, motor and electrical components then Clean the copper coil using plenty water and powder
soap/detergent like omo. All electrical and electronic parts have to be cleaned with air blower and
check temperature sensors, contactors, relays and connection wires are not loosed. Tight all loosed
parts like fan blades and remove the plastic cover. Clean pump fan by removing the cover and put the
external part cover. Check all water line are free from scale and fix with the right position. The leg of
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water pressure gage should be free from scale and has to be fixed properly without leakage after
maintenance. Check all get valves properly open and close and no leakage. There should be no missing
of phase, so has to be checked with multi meter three phases which is available to board and measuring
of two phases and the reading must be greater than 360. At the end check all pressure switches and
gauges are working properly by giving main power and Check for 30 minute if the heat pump is working
properly.
3.6 Elevator
Azzeman hotel currently uses KONE type three elevators and has speed of 1.7 meter per second. Based
on the schedule all three elevators are alternately checked each by each for the car door moving grove
free from dirty, dust and bad things which can be obstacle and stop the elevator and also oiling all the
roller parts on the top of the door and clean all photo cells on the car. The two guest elevators electrical
and electronics board has to be cleaned with blower on the 11 th floor by opening the panel and also the
same has to be done for the staff elevator on the 12 th floor near the elevator entrance. Three phase
power supply has to be checked always to make sure that it is free from lose connection and missed
phase. The panel key is kept at reception. To open the door manually, use landing key and always light
on the shaft light at maintenance time. When the inverter motor is running, at the same time should be
driving a car through the shaft. Pulley and steel rope are free from friction and wearing.
3.6.1 Helping passengers at emergency case
Before using this handle make sure that all doors are closed
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How to rescue trapped passengers
These operations are to be performed by authorized persons only.
Warning!
Moving the elevator car is permitted only if the elevator car is stuck between floors and the car doors
are closed.
3.6.1a If power is ON follow the instruction given below
1 Inform the passengers that you are about to let them out.
2 Turn 270 switch ON
3 Push the 270:RB button together with RDF UP or RDF DOWN on LOPCB board to drive the car to the
nearest floor
4 The car is on a floor, when the green door zone indicator four LED in LOPCB board is ON
5 Close and lock the panel door
6 Open the door and let passengers out
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3.6.1b If power is OFF or the previous procedure did not work, follow the
instruction given below
1 1 Inform the passengers that you are about to let them out.
2 Check that all elevator shaft doors are closed
3 Switch the main power OFF/black color/
4 Open the brake with release lever
5 See the speed red light ON LOPCB board it, the car starts to move, STOP it by letting the brake close
after every one seconds.
6 The car is on a floor, when the green door zone indicator four LED in LOPCB board is ON
7 Close the brake
8 Close and lock the panel door
9 Open the door let passengers out
If the elevator car did not move as a result of the procedures in these instructions, contact your
maintenance company
All rescue events must be reported to the maintenance company and refer to owner’s manual for more
instructions
3.6.2 Intercom instruction
 Press the button to speak with car
 Release the button to listen from car
3.7 Fire pump
This fire pump has to be checked regularly for fuel oil level, diesel generator battery and water tanker
are health. Through weekly schedule checking the jockey is filling the pipe line, leakage and the main
pump is working properly. Electrical board has to be cleaned with blower for the dust and check any
loose connection and missing on the breaker, contactor and relay.
4 TRAINING:
It is aimed to have multi-skilled revitalized employees whose morale is high and who has eager to come
to work and perform all required functions effectively and independently. Education is given to
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technician to upgrade their skill. It is not sufficient to have only "Know-How" but they should also learn
"Know-why". By experience they gain "Know-How" to overcome a problem what to be done. This is why
one does without knowing the root cause of the problem. Hence it becomes necessary to train them on
knowing "Know-why". The employees should be trained to achieve the four phases of skill. The goal is to
create a hotel full of experts. The different phase of skills is
Phase 1: Do not know.
Phase 2: Know the theory but cannot do.
Phase 3: Can do but cannot teach
Phase 4: Can do and also teach.
Policy:
1. Focus on improvement of knowledge, skills and techniques.
2. Creating a training environment for self-learning based on felt needs.
3. Training curriculum / tools /assessment etc conductive to employee revitalization
4. Training to remove employee fatigue and make, work enjoyable.
Target:
1. Achieve and sustain downtime due to want men at zero on critical machines.
2. Achieve and sustain zero losses due to lack of knowledge / skills / techniques
3. Aim for 100 % participation in suggestion scheme.
Steps in Educating and training activities:
1. Setting policies and priorities and checking present status of education and training.
2. Establish of training system for operation and maintenance skill up gradation.
3. Training the employees for upgrading the operation and maintenance skills.
4. Preparation of training calendar.
5. Kick-off of the system for training.
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6. Evaluation of activities and study of future approach.
5 SAFETY, HEALTH AND ENVIRONMENT
Target:
1. Zero accident,
2. Zero health damage
3. Zero fires.
In this area focus on creating a safe workplace and a surrounding area that is not damages our process
or procedures. This will plays a great role in each of the other a regular basis.
Utmost importance to Safety is given in the hotel. Safety Manager, security head, Human resource
Manager and Chief Engineer are looking after functions related to safety. To create awareness among
employees various competitions like safety slogans, Quiz, Drama, Posters, etc. related to safety can be
organized at regular intervals.
5.1 Fire Safety
5.1.1 Purpose and Scope
To ensure safety at all times, especially in case of Fire. Fire, safety, security and accident prevention is
the responsibility of every single employee. Customers staying at our hotel are not familiar with the
hotel’s premises, corridors, emergency exits, etc. In an unfamiliar environment people tend to act
irrationally, and in case of an emergency, they will more easily panic. It is, therefore, important that
employees know the fire safety procedures very well – to help and guide customers
5.1.2 General Policies and Procedures
 Know where the nearest fire exits are in your work area. Be sure to keep all fire exits in your
area clear and unlocked
 Know where telephone, fire extinguisher and equipment are located in your work area
 Do not smoke in work areas or in any elevator
 Keep your work area clean and free of hazards (i.e. oil rags, damaged electrical cords) and
inform technical dept. If any doubt.
If You Discover a Fire
 Do not panic
 Activate the nearest fire alarm
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 Phone the operator to report the fire and its location, so that he or she can contact
/inform the Manager on Duty and Security.
 All staffs are leaving the hotel through the provided fire escapes immediately in a calm
and orderly manner and meet at the assembly point.
 They should meet in the assembly point. Assembly point is designated point where in
case of emergency we should meet. All employees should know the location.
 Make sure that the elevators have been disabled by the Maintenance department
 Close doors around the fire to prevent spreading
 Do not try to fight a large fire. Use the fire extinguishers on small fires only
 If it is a large fire or there is a lot of smoke, leave the area by the nearest exit
immediately after starting the alarm.
 Meet at the designated meeting point outside the hotel as soon as possible
In event of discovering a fire
 Set the fire alarm on and try to extinguish the fire as fast as possible, according to
training with the fire extinguishers provided on your floor.
 Never use the lifts/ elevators
 In case of firefighting, disconnect the power supply from power house
 Do not expose yourself to unnecessary danger!!!!!
 Never use water on electrical installations.
 - Immediately activate the nearest break glass and raise the alarm.
 Alternatively pressing the “SOUND ALARMS” button on the panel at reception can raise
alarm.
 Check that the fire doors are closed.
5.2 Types of fire extinguishers
There are many different types of extinguishers. It is essential that you familiarize yourself with the
location and operation of fire extinguishers in our hotel
5.2.1 Dry chemical extinguishers (Hand Carried):
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Dry chemical fire extinguishers are the most common extinguisher. They are two types available: those
rated for Class B and C fires, and those rated for Class A, B, and C fires. These extinguishers are available
6 kg. Caution: when used indoors, these extinguishers will produce a thick cloud of dust, which obscures
vision and may cause choking. They have a range of 5-20 feet, although they can be easily affected by
wind. Discharge time is 10-25 seconds.
5.2.2 Using hand-held fire extinguishers
Extinguishers have their limits
A portable fire extinguisher can save lives and property by putting out a small fire or containing it until
the Fire department arrives. Portable extinguishers are not designed to fight a large or spreading fire.
Even against small fires, they are useful only under the following conditions:
1. An extinguisher must be large enough for the fire at hand. It must be available and in working
order, fully charged.
2. The operator must know how to use the extinguisher quickly, without taking time to read
directions in an emergency.
3. The operator must be strong enough to lift and operate the extinguisher.
It's easy to remember how to use a fire extinguisher- simply follow the steps- "P-A-S-S"
Pull the Pin: Pull the pin at the top of the extinguisher that keeps the handle from being pressed. Break
the plastic seal as the pin is pulled.
Aim: Aim the nozzle or outlet toward the fire. Some hose assemblies are clipped to the extinguisher
body. Release the hose and point.
Squeeze: Squeeze the handle to release the extinguishing agent. The handle can be released to stop the
discharge at any time. Before approaching the fire, try a very short test burst to ensure proper
operation.
Sweep: Sweep from side to side at the base of the fire until it is out. After the fire is out, watch for
remaining
When to fight a fire
Be certain to report any fire before attempting to extinguish it!
5.3 Fight a fire only if:
 The Fire Department has been called.
 Everyone has left or is leaving the building.
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 The fire is small and confined to the immediate area where it started.
 You can fight the fire with your back to a safe escape route.
 Your extinguisher is rated for the type of fire you are fighting, and is in good working order.
 You have had training in use of the extinguisher and are confident that you can operate it
effectively.
If you have the slightest doubt about whether or not to fight the fire- DON'T! Instead, get out, and close
the door behind you.
5.4 Do not fight a fire if:
 The fire is spreading beyond the immediate area where it started, or is already a large fire.
 The fire could block your escape route.
 You are unsure of the proper operation of the extinguisher.
 You are in doubt whether the extinguisher you are holding is appropriate for the type of fire.
If any of these conditions are true, leave immediately, close off the area, and leave the fire to the Fire
Department.
5.5 Inspection and Maintenance
The National Fire Protection Association (NFPA) sets the standard for fire extinguishers in the regulation
NFPA 10.
This section will briefly explain the inspection and maintenance requirements for fire extinguishers.
5.5.1 Inspection
An inspection is a "quick check" that an extinguisher is available and will operate. It is intended to give
reasonable assurance that the fire extinguisher is fully charged and operable. This is done by verifying
that it is in its designated place, that it has not been actuated or tampered with, and that there is no
obvious or physical damage or condition to prevent its operation. Fire extinguishers should be inspected
when they are initially placed in service and thereafter at 30-day intervals. They may require more
frequent inspections if circumstances dictate.
Inspection Procedures:
1. Located in designated place
2. No obstruction to access or visibility
3. Operating instructions on nameplate legible and facing outward
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4. Safeties seals and tamper indicators not broken or missing.
5. Fullness determined by weighing or "hefting".
6. Examination for obvious physical damage, corrosion, leakage, or clogged nozzle.
7. Pressure gauge reading or indicator in the operable range or position. Note: Internal pressure is
affected by temperature.
8. Condition of tires, wheels, carriage, hose, and nozzle checked (for wheeled units).
Personnel making inspections should keep a record of inspections, including those found to require
corrective action. The record should include the date the inspection was performed, and the identity of
the person conducting the inspection.
5.5.2 Maintenance
Maintenance intervals begin on the date of manufacture, which can usually be found on the
extinguisher nameplate. Our fire extinguisher both powder type and carbon dioxide type maintain every
six month. This process has to be done through outsource contractor of Hussen business group, they are
licensed from office of Addis Ababa emergency fire fight.
AZZEMAN HOTEL
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WORK REQUEST SHEET FOR OUT SOURCE MAINTENANCE
Department_______________ Work Request No._____________ Date______________
Reason for out source__________________________________________________________
Requested Department________________________
No. Description of work unit Quantity Unit price Total price Total
Department ________________ General Manager_________________
Inspection time frame Dry Chemical Stored-Pressure Water Foam (FFFP
 ) Monthly inspection (by user)
 Powder inspect and replace(every 6 month)
 Foam replace (every 3years)
 Hydrostatic test (every 5years)
If an extinguisher has received maintenance, it should bear a tag or label indicating the type and date of
maintenance and that identifies the person or company who performed the service.
5.6 Fire detector
There is fire detectors has all over place of the hotel, this system function with smoke detector, alarm
display board and alarm horn. The smoke detector sense any smoke around device and transmit to the
display with destination address, at this time anybody who has on the reception immediate respond to
the screen and see the area code of the destination and inform to fire fight team.
5.7 Fire fight team procedure
Identify fire area from the board
Release Gusts and any staff around fire area based on emergency exit plan
Assist anybody need medical treatment and fight the fire

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5.8 Firefighting devices available in the hotel
Six kilogram dry powder on each floor
Fire hose reel on each floor, it is connected with directly to the fire pump
Carbon dioxides has around kitchen, store, bar and laundry
Sand with barrel around the generator
Fire blankets around the kitchen
Emergency exit plan
Emergency exit and emergency exit light
Fire alarm horn
5.9 Procedure of using fire hose reel
 First open fire hose reel box
 Release the hose
 Open the get valve
 Target the branch on the fire
 Turn the branch with handle at tip of the hose
6 Reporting on duty, Grooming & Hygiene
6.1 Departmental working polices procedures and code of conduct;
6.1.1 Purpose and Scope
High grooming standards are imperative if we wish to adhere to world standards. Our Staff should be
well groomed and hygiene should be perfect.
The department should have to present a professional and standardized service by following the hotel
rules and code of conducts. Among those;
6.1.2 Staff grooming & hygiene:
 Brush your hair before going on duty.
 Ensure that shoes are clean and polished before going on duty.
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 Females must wear appropriate stockings with black court shoes where heels do not exceed two
inches.
 Males must wear black socks and shoes.
 Change your uniform regularly at staff quarter room.
 Clean pressed uniforms must be worn with neatly brushed hair, polished shoes, clean name
badge and no buttons missing.
 Contact housekeeping uniform linen room if buttons are missing.
 Contact HR department if your name badge is damaged or lost.
 Change your socks/stockings daily.
 Ensure nails are well-trimmed, only clear or pale nail polish for female staff
 Only one ring and watch is permitted, small earrings for female staff.
 Take a bath daily.
 Brush your teeth daily and always wear a smile. Use breath freshener if necessary.
 Teeth should be clean and the breath must be fresh. This can be achieved by cleaning the teeth
regularly.
 Deodorant; aftershave may be used but not so much that it is offensive.
 Earrings are forbidden for male staff.
 Light cosmetics with colors that complement the uniform and skin tones may be worn.
 If make-up is worn it should be light and natural-looking.
 Avoid vivid colors, like bright blues or violets around the eyes, and make sure the blusher does
not look too dramatic. Bright lipstick colors should also be avoided.
 Be aware of your posture. Walk briskly with a straight back and do not lean on walls.
 Never run in the lobby.
 Check your appearance in a mirror in the locker rooms before going on duty.
 Must have short well-combed hair which doesn’t extend below the collar or over the ears.
 Avoid excessive use of hairsprays and gels, as they can make the hair look stiff and unnatural. Do
not use unnatural hair-colors e.g. green, blue, unnatural blond etc.
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6.2 Do’s and don’ts in maintenance team
 Greet everybody you meet and see, with a smile.
 When guest ask for direction, always guide the way.
 Never tell a guest that you are tired, working long hours or want go home.
 Maintain your work area -keep it cleans.
 Pick up any trash.
 Do a follow up on anything you do for a guest by contacting them personally.
 Listen to guest complaints / requests carefully if required pen down the details but never
contradict or interrupt.
 Never discriminate against any people, regardless of nationality, race, religion, color, sex or
appearance, give equal treatment for all.
 Don’t use social Medias (face book, twitter to communicate the guest…..)
 Don’t make promises that exceed your authority.
 Don't argue with the guest.
 Don't enter to gust room to maintain the DND has lighted
 After completing gust room maintenance inform to house maid to clean the room
 Avoid responding with hostility and defensiveness.
 Do report incidents on log book or to superiors this will help to do any service recovery if
needed.
6.3 Taking over a shift
6.3.1 Objective:
An effective maintenance team communication involves the use of log books, a proper hand over of shift
is required to ensure smooth running of the shifts. It is the policy of our hotel that associates are
expected to:
 Appear to work place at the correct time
 Ensure you are dressed and groomed to hotel standards.
 Check notice board
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 Attend briefing and take hand over from the previous shift
 Make sure to give hand over and take hand over.
 Ask is there pending work
 Check tools completely available in tool box
 All maintenance staff has to read and sign the logbook.
6.4 Preparation before beginning the shift
 To be ready before the shift starts, Punch in your attendance.
 Read the log book:
 Report on duty 5 – 10 minutes before your shift starts.
6.5 Every maintenance team member at our hotel:
1. guests regarding requests for information about the hotel and its surroundings
2. Stays current with activities in the hotel by reviewing the communication log book each shift;
updates log book for next shift
3. Assists the supervisor when requested
4. Attends meetings and training required by the supervisor
5. Accepts flexible work schedule necessary for uninterrupted service to hotel guests
6. Continuously seeks to endeavor professionalism in own job function
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ENGINEERING DEPARTMENT MAN POWER STRUCTURE
CHIEF ENGINNER
Engineering supervisor
Electronics Gypsum worker 2 shift 3 shift

Mechanic
technician and painter plumbers electricians
7 Job description
7.1 Job description for chief engineer
 Position---------------------------Chief Engineer
 Reports to-----------------------General Manager
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 Working days------------------6 days or 48 hours per weak
Major Responsibility:-
Overall responsibility for the implementation, operation and up keep of the preventive,
breakdown and schedule maintenance
Organize maintenance department
Provide monthly, quarterly, semi-annual and annual report to General Manager on the status of
the preventive, breakdown and schedule maintenance including with water and electricity
consumption
Preparing annual budget and amending quarterly
Lead and administrate preventive, breakdown and schedule maintenance
Verifying completion of maintenance item
Reviewing periodicities to and ensuring maintenance is adequately conducted
Recommend improvement and changes to the system
Arrange and provide short training regarding to safety, maintenance procedure and operation
of newly arrived machines
7.2 Job description for engineering supervisor
 Position---------------------------Engineering supervisor
 Reports to-----------------------chief engineer
 Working days------------------6 days per weak
Monitor, follow up and inspect over all implementation and preventive, break down and schedule
maintenance. And to complete maintenance work orders from all departments on a timely basis by
following the hotel’s standard operating procedures.
Continually work towards and support the improvement of engineering service to guests, other
departments and fellow staffs.
Detailed Responsibilities
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Performing quality, check periodically on complete items
Receiving trouble report from different department and assigns qualified technician
Providing an explanation of a preventive, breakdown and schedule maintenance are not

completed as schedule
Inspect and record on machine history card after completing the machine which maintained
Requesting and preparing spare part list
Preparing weekly staff schedule and day off
Respond and attend to guest repair requests.
Welcome and acknowledge all guests according to company standards anticipate and addresses
the guests
Understand and operate advanced electrical, mechanical, plumbing, refrigeration and

boiler/heat pump/ systems.
Communicate with different types of people to comprehend what they want and to provide
them with information and assistance.
Check for new maintenance requests from the property management system/PMS/and update
remarks once the task is completed.
Update the maintenance work order form/trouble report/ and file them.
Ability to interpret readings from meter to inch, millimeter, centimeter, micrometer and other
measuring unit.
Ability to prioritize and organize work assignments.
Ability to work under pressure situations and exercise good judgments.
Ability to focus attention on details, speed and accuracy.
Ability to maintain confidentiality of hotel guests and pertinent hotel information
Ability to insure security of guest room access and hotel property
Ability to read and understand test equipment, measuring devices, safety manual and
maintenance procedure
Follow up and monitoring maintenance activities in the guest room, kitchen and public area like
plunging toilets, unclogging drains, repairing all types of hard ware, electrical equipment
including lamps, air conditioner and kitchen ducts
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Perform general housekeeping and engineering related inventory duties
Test, trouble shoot and perform basic repair on all types of equipment.
Operate as independent mechanic by analyzing problems, identifying courses of action, and

implementing solutions with available resources and to high degree of quality
To be available for any emergencies and act in engineering capacity to protect guests and
associates and preserve the building and its systems during the emergency
Monitor fire alarm and safety system as necessary, to be fully informed of the system operation
and to handle emergencies involving the systems
Read and understand technical drawings and layout
Carry out specific oral and written instructions
Maintain maintenance inventory and requisition parts and supplies as needed
Ensure uniform and personal appearance is clean and professional, maintain confidentiality of
proprietary information and protect company assets
Coordinate and organize maintenance team
Train and instruct other members of the staff through sharing of knowledge and skills
Creating a team sprit among maintenance team
Makes periodic rounds to all area to support equipment and maintains operating log of
conditions observed.
Leading a maintenance team toward to positive attitude
Communicate each day’s activities and problems that occur to the other shifts using approved
hotels communication programs and standards
Performs repairs for the heating, ventilation, air-conditioning and refrigeration system on the
hotel facility
Performs other duties as assigned by chief engineer
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7.3 Job description for General maintenance
 Position---------------------------general maintenance
Keep all equipment in good repair with a minimum of down time by providing day-to-day maintenance
of the hotel. And to complete maintenance work orders from all departments on a timely basis by the
following hotels standard operating procedures.
Detailed Responsibilities;
Welcome and acknowledge all gusts according to company standards anticipate and address
guests
Understand and operate advanced electrical, mechanical, plumbing, refrigeration and

boiler/heat pump/ systems.
measuring unit.
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Perform maintenance activities in the guest room, kitchen and public area like plunging toilets,
unclogging drains, repairing all types of hard ware, electrical equipment including lamps, air
conditioner and kitchen ducts
Clean, lubricate, protect, paint and maintain all tools and equipment in the hotel

Maintains the hotel facility and related equipment in a safe and efficient manner
Perform all duties of heating, ventilation and air condition mechanics
Makes periodic rounds to all area to support equipment and maintains operating log of
conditions observed.
Performs repairs for the heating, ventilation, air-conditioning and refrigeration system on the
hotel facility
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Performs other duties as assigned by chief engineer or supervisor
7.2 Job description for painter
 Position---------------------------painter
Keeping and painting all rooms, ceilings and overall building of the hotel with a minimum cost by
providing day-to-day maintenance of the schedule. And to complete maintenance work orders from all
departments on a timely basis by the following hotels standard operating procedures.
Detailed Responsibilities
Welcome and acknowledge all guests according to company standards anticipate and address
guests
Understand and operate advanced painting knowledge and equipment
measuring unit.
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Clean, paint and maintain all tools and equipment in the hotel

Maintains the hotel facility and related equipment in a safe and efficient manner
Performs other duties as assigned by chief engineer or supervisor
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AZZEMAN HOTEL
Trouble Report/Maintenance Requisition No. 0000
Department Reported by Time Date Received by
S.No. Trouble Location
1. _______________________________________ __________________
2. ________________________________________ __________________
3. _______________________________________ __________________
4. _______________________________________ __________________
5. _______________________________________ __________________
Assigned to Time Date Completed by Time date
Engineering Head Sign Remark :

Part needed
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Hotel Maintenance SOP Key

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key to maintenance

STANDARD OPERATION PRoCEDURE

1.7. Machine history card

2.1 Classification of maintenance management

2.2 Planned maintenance

2.3 Types of maintenance

2.3.1 Break down maintenance

2.3.2 Preventive maintenance

2.3.2a preventive maintenance

2.3.2b Maintenance check list

2.3.2c periodic maintenance

2.3.2d maintenance schedule

2.3.3 Corrective maintenance

2.3.4 Maintenance prevention

2.4 Quality maintenance

3. Maintaining machines and equipment’s

3.2 water reservoir system

3.2.1 Reservoir tank cleaning record shit

3.3 maintenance of laundry machine

3.3.1 Washing machine

3.3.2 Drying machine

3.3.3 Flat iron

3.3.4 Iron board

3.3.5 Air compressor

3.3.6 Hot water boiler

3.4 Maintenance of kitchen equipment

3.4.1 Cold room

3.4.3 Deep fryer

3.4.4 Conventional oven

3.4.5 Electrical oven

3.4.6 Infrared oven

3.5 Heat pump

3.6.1 Helping passengers at emergency case

3.6.2 If power is on instruction

3.6.3 If power is off instruction

3.6.4 Intercom instruction

3.7 Fire pump

5. Safety, health and environment

5.1 Fire safety

5.1.1 Purpose and scope

5.1.2 General policies and procedure

5.2 Types of fire extinguisher

5.2.1 Dry chemical extinguisher

5.2.2 Using hand fire extinguisher

5.3 Fight a fire only if

5.4 Do not fight a fire if

5.5 Inspection and maintenance

5.6 Fire detector

5.7 Firefighting team procedure

5.8 Firefighting devices in the hotel

5.9 Procedure of using fire hose reel

6. Reporting on duty, grooming and hygiene

6.1 Departmental working polices procedure

6.1.1 Purpose and scope

6.1.2 Staff grooming and hygiene

6.2 Dos and do not in maintenance

6.3 Take over a shift

6.4 Preparation before begging the shift

6.5 Every maintenance team member of our hotel

6.6 Department structure

7.1 Job description for chief engineer

7.2 Job description for engineering supervisor

Date from _to_