START Chapter 11.1

11. 1 Getting to Know the Maintenance Worker

What is a Maintenance Worker?

A maintenance worker makes certain that guest are able to experience a pleasant nights’ stay in a room that is free from any malfunctions or problems that can complicate the guest’s visit.
A maintenance worker  is also responsible for maintaining  the function of all areas of the lodging property premises.

Superior Performance Standards
The condition of the guestrooms and guest areas at a lodging property should enhance each guest’s overall lodging experience
Some of the standards of maintenance workers are:
-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
A maintenance worker’s alertness keeps the property in excellent condition.

Working as a Team
Inform front office employees whether any maintenance work will affect guest’s movement through the property
Inform the front office and housekeeping when a room will be unavailable for sale or for cleaning
Inform the front office and housekeeping when a room is available for sale or cleaning

Preventive Maintenance
Preventive Maintenance (PM) is the practice of inspecting, servicing, adjusting, or performing minor repairs to machinery, and areas of a lodging property before major damage or malfunctions occur.
A few of the benefits to a preventive maintenance program are;
Decreased maintenance costs. Maintenance workers save the cost of having to repair the equipment or damage, or perhaps, making costly replacements if damage is beyond repair
Decreased downtime for maintenance workers. By maintaining a PM schedule, they will always have duties to perform on property as opposed to waiting for the next maintenance request
Decrease in maintenance requests. Maintenance workers can reduce the future likelihood of having to make repairs.
Preventive maintenance is scheduled for the areas of the property that are most crucial to guest satisfaction, safety and security, and to the performance of other departments’ duties.
Maintenance workers often perform PM during time periods when day-to-day lodging operations and guests’ comfort will be least disrupted
Maintenance workers refer to their checklist as the preventative maintenance log to store their checklists and to also document  when the preventive maintenance is scheduled and complete













Key Control


Never leave a master key in a door’s lock, and never set it down; bell attendants keep their master keys with them at all times.
If anyone- even a supervisor- asks to borrow the key, bell attendants send that person to the front desk- they don’t loan their key to anyone
Always turn in the key before leaving a property for any reason.
Report any lost keys immediately to the front desk.

Security and Safety
Maintenance workers are a key part of a lodging property’s security system.
Maintenance workers can watch who comes in and out of the property and can look for unusual situations or people who seem suspicious or out-of-place
By regularly checking and testing the smoke alarms on property, maintenance workers ensure that a destructive, potentially fatal fire does not spread across the property

Maintenance Worker Duties
The primary job of a maintenance worker is to keep the lodging property in good repair.
Duties include:
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property

11.1 Questions

1. What is the primary responsibility of a maintenance worker?
The primary job of a maintenance worker is to keep the lodging property in good repair.

2. List three benefits that can be derived from a good preventive maintenance plan
Decreased maintenance costs, decreased downtime for maintenance workers, decrease in maintenance request

3. What should a maintenance worker do if a supervisor has requested his or her master key?
Send them to the front desk

4. Lists tasks that maintenance workers are responsible for.
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property

START Chapter 8.1

8.1 Getting to Know the PBX Operator

The primary job of a PBX operator is operating the property’s telephone switchboard.
The PBX operator is the primary source of information for property guests and employees.
Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity, Enthusiasm, Integrity, Tact, Pride
Friendliness. When talking on the telephone, the PBX operator relates information to the caller a and attitude. A cheerful voice will make all callers feel welcome.
Confidence. A PBX operator is familiar with the property and is ready to answer any questions about its services and amenities.
Thoughtfulness. Operators must remember that they may be talking with people of different backgrounds and education levels. They speak with callers on their level and are always polite, never talking down to anyone.
Clarity. It is embarrassing if a listener must ask for a statement to be repeated. A PBX operator pronounces words carefully, and speak at a normal rate-not too fast and not too slow.
Creativity. PBX operators creatively solve problems whenever possible by using their skills and knowledge to offer ideas others may not have thought of.
Enthusiasm. PBX operators should be sold on the property. If not, how can a guest be sold on it? They must project the positive things about a property.
Integrity. PBX operators are honest if they do not know the answer to a caller’s question. They admit it, and offer to find the answer.
Tact. It is better to say nothing than to say something that’s inappropriate.
Pride. PBX operators take pride in their property and in their work. This pride is reflected in their voice. This pride instills interests and confidence in the caller.

 Working as a Team
PBX operators can be excellent team players by:
   -Helping front desk employees make wake-up calls
   -Telling engineers about needed repairs.
  - Learning the location and hours of operation of restaurants, lounges, health clubs, and other areas of the property to help guest enjoy everything available.
  - Processing all business calls in an efficient, courteous manner.

8.1 Questions

1. What is the primary job of the PBX operator?
   Operating the Property’s telephone switchboard

2. List the nine qualities that make up an excellent PBX operator.
    Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity,   Enthusiasm, Integrity, Tact, Pride

3. Why is it important for pride to be reflected in the PBX operators’ voices?
     Instills interests and confidence in the caller