-Isolatesteam,water,gas,electricity,etc.,beforecommencingworkonmachinery.Ifpossible,attachsafetytagtocontroller.

-Donotswitchonanyelectricalcircuitbreakerbeforemakingsurethatnooneisworkingoncircuit.

-Usecorrectmethodoflifting.

-Becarefulofnakedflamesparticularlyinthevicinityofflammablematter.

-Donotworkonladdersbehinddoorsoranywheretheladdermaybeaccidentallyhit.

-Knowlocationoffirstaidkitsandthepeopletrainedintheiruse.

-Reportallinjuriesnomatterhowtrivial.

-Protectlonghairfrommachinery.

-Becarefulonslipperyfloorsparticularlyinkitchensorcarpark.

-Donotallowoilorgreasetopolluteanyworkarea.

-Knowthevarioustypesoffireextinguishersandtheiruse.

WorkinGuestRooms

================

WhenworkistobecarriedoutinGuestroomsseveralfactorsandruleshavetobeobservedtoensureguestsprivacyandsecurityaremaintained.

Ifworkistobecompletedinanoccupiedroom,anumberofpointsshouldberemembered.

-Priortoenteringtheroom,youshouldknockonthedoorandwaitforaresponse.Iftheguestisobviouslyoutthenthedoormaybeopenedannouncingyourselfatthesametime.

-Whenworkinginaguestroom–occupiedorunoccupied,thedoorshouldbekeptopenatalltimes.

-Workrequestsshouldbeactionedonthedayofreceiptandfinishedonthesameday.IfthisisnotpossiblethechiefEngineershouldbeinformedsothatthisguestmaybeofferedaroomchange,ortoensuretheroomisnotlettoanarrivingguest.

-RadiosorTelevisionsshouldnotbeusedwhenworkinginaroom.

-Donot,underanycircumstancestouchanythingbelongingtotheguest.

-Alwaysleavetheroomasyoufoundit.

ToolsofYourTrade

==============

TheHoteldoesn’tnormallysupplytradesmen’stoolsandyouareresponsibleforsupplyingyourown.PleaselookafterthesetoolsofyourtradeastheHotelwillnotbeheldliableforthelossofsuchitems.AnyHoteltoolsthatareusedshouldbetreatedaccordingly,keepingthemcleanandingoodcondition.

WorkQuality

=========

Itcannotbestressedenoughthattheworkyouperformshouldbeofthehighestquality.Thefinishedproductshouldalwaysreflectasenseofprideinyourwork.BadworkmanshipreflectsupontheHoteloverallandespeciallyuponyouasatradesman.

STANDARDSANDPROCEDURES

DEPARTMENT:JOBCATEGORY:

ENGINEERINGKEN-FIX-IT/HANDYMAN

HEAD:BRIANMOOREG.M.APPROVAL:DATE:

TASK:KEN-FIX-ITMAINTENANCEPROGRAM

STANDARD:TheSheratonWentworthengineeringdepartmentwillprovidearegularinspectionandrepair(Ken-Fix-It)programmetomaintainSheratonstandardsandmaximumroomavailabilityatalltimes,thusreducingcostlyurgentrepairsandguestinconvenience.ThisprogrammewillbecarriedoutinaccordancewiththeSheratonCorporationdivisionalpolicies,standardsandprocedures.

MaintenancechecklistswillbeusedforallKen-Fix–Itinspectionsofguestrooms,suitesandpublicareas.SeeannexesA-D.

25%(120)ofallguestroomsandsuites;50%ofallthemandhospitalitysuites;andthePremiersuitewillbeinspectedeachITTmonth.

AllpublicareaswillbeinspectedeachITTmonth.

AlldefectswillberemediedduringKen-Fix–ItinspectionswithanyworkrequiringTradesmenattentionplacedonworkrequestsystem.

Anyareasorroomsinspectedwhichhavemajordefectsaretobeplacedout-of–orderuntilrectified.Theseincludesuchdefectsasphonenotworking,TVnotworkingetc.

=====================================================================

PROCEDURE:

Ifanydefectcannotberemediedimmediately,aworkrequestisraisedapplicabletotheappropriatetrade.IfthedefectismajortheAssistantChiefEngineeristobeinformedandtheroomputout-of-orderuntilrepaired.

Thechiefengineeristoinspect10%ofroomscheckedmonthlybythe“Ken-Fix-It”programme.

Amonthlysummaryreportofroomsinspectedistobefiledwiththeengineeringmonthlyreplacementcanbeinvestigated.

ANNEXA

KEN-FIX-ITGUESTROOMCHECKLIST

ROOM__________________DATE__________________

INSPECTEDBY__________________

ENTRANCEDOORNUMBERCARETS

DOORAPPEARANCECEILING

LOCKOPERATION

DOORSTOPTVOPERATION

SAFETYCHAINCHAIRS

PEEPHOLETABLE

FIREEXITSIGNBEDHEAD

INNKEEPERSACTBEDCASTORS

DOORCLOSURE/HINGESDESK&BEDSIDELAMPS

CLOCK/RADIO

CONSOLE

WARDROBEDOORS

WARDROBEFITTINGSCURTAINS

WARDROBELIGHTSSHUTTERS

DRAWEROPERATIONWINDOWS

TELEPHONES

CEILINGLIGHTSSPRINKLEHEADS

PICTURES

CUPBOARD/DRAWEROPERATIONA/CTHERMOSTAT

FRIDGEOPERATIONCLEANFILTER

TOASTEROPERATIONA/CDRAIN

JUGOPERATIONA/CGRILLS

OPERATINGINSTRUCTIONS

MIRRORS

TIMBERWORKAPPEARANCE

WALLS

BATHROOMDOORCLOSURE/HINGES____NONSLIPMAT____

BATHROOMDOORLOCK____CLOTHESLINE____

STRIPLIGHTS____VENT____

TAPS____SHOWERHEAD____

PLUGS____CLOTHINGHOOKS____

TOWELRAILS____TOILETSEAT____

SHOWERCURTAIN&RAIL____TOILETFLUSH____

GROUTING_____FLOORDRAIN____

SOAPDISH_____VANITYCONDITION____

TOILETROLL_____CUPBOARD____

MIRRORS_____

DEFECTS/REMARKS

_______________________________________________________________________________

___________________________________________________________________________________________________________________________________________________________________________________________________________________

ANNEXB

DEN-FIX-ITGUESTROOMCHECKLIST

ROOM___________________DATE_______________________

INSPECTEDBY___________________

ENTRANCE_____A/CTHERMOSTAT_____

DOORBELL_____CLEANFILTER_____

DOORNUMBER_____A/CDRAIN_____

DOORAPPEARANCE_____A/CGRILL_____

DOORCLOSURE/HINGES_____WINDOWS_____

PEEPHOLE_____CURTAINS_____

SAFETYCHAIN_____SOFA_____

INNKEEPERSACT_____DIMMER&CHANDELIER_____

FIREDIRECTIONS_____

HALL

LOUNGE______INTERNALDOORLOCKS______

FRIDGEOPERATION_______DOORHINGES/CLOSURE_______

TOASTEROPERATION______DOORSTOPS______

JUGOPERATION______WARDROBELIGHT_______

CUPBOARDS_______WARDROBEFITTINGS_______

MIRRORS______MIRRORS______

DESK&TABLELAMPS_______CEILINGLIGHT_______

TELEPHONE_______

CHAIRS_______

TABLES_______

BEDROOMBATHROOM

BEDSIDELAMPS________STRIP&CEILINGLIGHTS_______

BEDHEAD_________TAPS______

BEDCASTORS________TOWELRAILS______

CLOCKRADIOCONSOLE_________SHOWERCURTAIN&RAIL______

T.V.OPERATION________GROUTING______

PHONE________SOAPDISH______

CHAIRS________TOILETROLL_______

CURTAINS_________HAIRDRYER______

WINDOWS________MIRRORS_______

VALET________NONSLIPMAT______

PROCEDURES:(continued)

TABLECLOTHESLINE______

DIMMER&CEILNGLIGHTS_____PICTURES______

PICTURES_____SHOWERHEAD______

A/CTHERMOSTAT______CLOTHINGHOOKS______

A/CGRILL______TOILETSEAT______

CLEANFILTER______TOILETFLUSH_______

FLOORDRAIN______

GENERALVANITYCONDITION_______

CUPBOARD_______

WALLS_______

CARPETS_______

WOODWORK_______

POWERPOINTS________

SPRINKLERHEADS________

PROCEDURES:(continued)

REMARKS/DEFECTS

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

ANNEXC

KEN-FIX-ITGUESTFLOORAREAINSPECTION

ROOM__________________DATE________________________

INSPECTEDBY__________________

DOORSCLOSURE/HINGES______POWERPOINTS______

DOORSHANDLES/LOCKS______ROOMNUMBERSIGNS______

DOORSIGNS/LETTERING______LIFTLOBBYSIGNS_____

WINDOWBUNDS_______ASHTRAYS_____

VENTS/GRILLS______MIRRORS_____

EXITLIGHTS______WALLLIGHTS_____

CEILINGLIGHTS______CORRIDORPICTURES______

CARPETS_______LOBBYFURNITURE_____

WALLPAPER_______TELEPHONE______

CEILING_______COTS&

FOLDAWAYBED_____

FIREHOSES&CUPBOARDS_______FORSAFETY_____

SPRINKLERHEADS_______

DEFECTS/REMARKS

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

ANNEXD

KEN-FIX-ITGUESTFLOORAREAINSPECTION

ROOM__________________DATE________________________

INSPECTEDBY__________________

ENTRYSIGNS_____CEILING/VENT_____

ENTDOORCLOSURE/HINGES_____WALLTILES/GROUTING_____

ENTDOORSHANDLES/LOCKS_____FLOORTILES______

ASHTRAYS_____URINALSFLUSHINGS______

RUBBISHBINS______HANDBASINS&PLUGS______

FLOORDRAINS______

CUBICALDOORLOCKS/HINGES______

HANDDRIERS______W/CFLUSHING______

TOWELDISPENSERS______W/CSEATS______

SOAPDISPENSERS______COATHOOKS______

MIRRORS______PAPERDISPENSERS_____

POTPLANTS______

SPRINKLERHEADS______

POWERPOINTS______

LIGHTS______

DEFECTS/REMARKS

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

TheWorkRequestSystem

ItistheresponsibilityofallChiefEngineerstomaintainandsupporta“WorkRequestSystem.”

ThepurposeistoestablishastandardsystemtorequestworkfromtheEngineeringDepartmentandisconsideredamandatoryprocedureforallSheratonHotels.

It’sfunctionistoprovideavisualbarometerofworkload,minimiseverbalcommunicationsandprovidewrittenrecordsofworkrequested.

Additionally,Itcanidentifywhatisbeingdoneandthelocationsofmaintenanceemployees.Itcanalsobealimitedmanpowerschedulingaidandefficiencyindicator.

The“WorkrequestForm”orticketsconsistofthreepagesusuallywhite,blueandbuffcolourswithprintingidenticaloneachpage.TheformsareavailablefromSheratonSupplyorcanbeprintedlocallyandmodifiedtosuchindividualHoteloperationsandrequirements.

The“AssignmentBoard”isanimportantpartofthe“WorkRequestSystem”andcanbedesignedinvariouswaystosuitHoteloperationsandrequirements.

ItconsistsofaboardwithhooksplacedinhorizontalrowsandverticalcolumnsandshouldbeinstalledadjacenttotheEngineer’soffice(Figure2).

Thecolumnsarelabelledbytradesornames.Insomecases,thefirstcolumnnightbelabelled“Emergency,”howeverwiththewidespreaduseofpagingsystems,thiscolumnmaynotbenecessary.

WhetheraHotelusesnamesortradesisafunctionofthesizeoftheengineeringstaffandcanbelefttothediscretionoftheChiefEngineer.Itisofcoursealwaysdesirabletoassignworkusingindividualnamesaswellasidentifyingpriorities.However,thismaybecomeimpracticalforlargestaffswhereacombinationofnamesandtradescouldbeconsideredorsubassignmentboardscanbeusedasinFigure3.

The“AssignmentBoard”usingsub-boardshastheimportantadvantageofassigningworkrequeststothepersonandinorderofpriorityonadailybasis.Whenworkiscompletetherequestsarereturnedtothe“MainAssignmentBoard”andplacedontheappropriatesection.

TheTraceBoard

ThisboardgenerallyusedbyDepartmentsthatraisealargenumberofworkrequests,suchasHousekeepingwhereavisualrecordcanbekeptoftherequestsraised.

The“TraceBoard,”Figure4hasrowsandcolumnsnumberedfrom1to31withadditionalhooksforbacklog,andcompleted.

Theabbreviated“TraceBoard”maybemoreconvenientforDepartmentsthatdonotraiseasmanyworkrequests.Figure5.

WorkrequestsshouldberaisedbyDepartmentHeadsortheirdesigneesonlywiththefollowinginformationnoted:

Nameofpersonrequestingaction.

Dateofrequest.

Departmentrequestingaction.

Exactlocationofproblem.

Thespecificnatureofrequests.

Allworkrequestsfordefectsinthe“house”(guestroomareas)raisedbydepartmentsotherthatHousekeepingshouldbedirectedthroughtheHousekeepingDepartmenttoavoidduplicationofrequests.

Thewhiteororiginalcopyistoberetainedundertheappropriatedateonthe“TraceBoard.”BlueandbuffpagesaresenttotheEngineeringDepartmentbyoneofthefollowingmethods:

Regularinternalmailsystem.

Handdelivered.

Pre-designatedpickupstation.

Fromstrategicallylocatedcollectionboxesmarked”WorkRequestOnly.”

WorkRequestsformajorworkorforworkinexcessofUS200.00includingexcessivebacklogshouldbebroughttotheattentionofManagement.

ItisimportantthatresponsiblepersonsonlyallowedtoraiseWorkRequests.

Afterreceivingthe“WorkRequest”,theEngineerorhisdesigneeassignsitbynameortrade.Itshouldbetimeanddatestampedandthenplacedonthe“AssignmentBoard”undertheappropriateclassification.

TheTraceBoard(continuedfrompreviouspage)

Ifthereisanemergencycolumn,itshouldbeattendedtoimmediatelybythefirstpersonqualifiedtodosoonaTradebasis.

Itmayalsobeadvantageoustoassignworkusingthepagingsystem,whichshouldbeindicatedontheposted”workRequest.”

Itmayalsobeadvisabletoaccumulatecertain“WorkRequests”suchaschanginglightbulbsorotherminordefectstoavoidduplicatetrips.

ThepersonortrademembernowremovestheblueandbuffformsfromtheAssignmentsection,placesthebluecopyontheinProgresshookandretainsthebuffcopy.

Whenthedefecthasbeencorrected,the“datecompleted”andtimespentsectionsarerecordedonthe“Workrequest”,theblueandbuffcopiesmatchedandplacedontheappropriatesectionofthe“AssignmentBoard.”

Acompleted,noinspectiondeficiencyRequestisplacedontheWorkCompletedsectionoftheBoard.Anon-completedrequestwhetherinspectiondeficiencyornotistobeplacedontheWorkNotCompletedsection.

Workdonewhichshouldbechargedtothecustomerorguestshouldhavealltheinformationnotedonthebuffcopyofthe“WorkRequest”andbebroughttotheEngineersattention.An“engineersChangeForm”shouldbecompletedorotherappropriatemethodusedforchargingpurposes.Figure6.

Atthecompletionofthedayorshift,theEngineerorhisdesigneewillremoveallnotcompletedworkrequestsandreassignforthenextshiftorreplaceontheappropriatesectionofthe“Assignmentboard.”Hewillalsoremoveallworkcompletedformsandafterchecking,distributetotherequestingdepartment.

TheDepartmentHeadafterreceivingthebluecopiesandmatchingwiththewhitecopies,discardsthemiftheworkhasbeensatisfactorilycompleted.Theunmatchedwhitecopiesarereturnedtothe“TraceBoard.”

TheEngineershouldretainthebuffcopiesforonemonth.Informationconcerningequipmentcoveredbytherepairlogshouldberecorded.

TheTraceBoard(continuedfrompreviouspage)

Telephonerequestsshouldbeofanextremelyurgentoremergencynatureonly,inwhichcasetheEngineerwritesthe“WorkRequestForm.”Heshouldwrite“phonerequests”prominentlyacrossthetopoftheformandreturnbothwhiteandbluecopiestotheoriginatoroncompletionofthework.

Allworkrequestassignments,timestamped,blueandbuffcopiesaretobepostedonthe“Assignmentboard.”WhitecopiesofrequestsraisedbyEngineeringaretoberetainedintheEngineersOfficeforControlpurposes.

Assignmentsshouldmeetthefollowingcriteria:

qualifications,efficiency,priority,requiringornotrequiringsupervision,availabilityofareawhereworkistoBoardistobemonitoredfrequentlyforprogressandpossibleassistancerequirements.

RequestingProcessingProcedure.

Separatetheblueformfromthebuffcopyandpostthebluecopyonthe“WorkinProgress”sectionoftheBoard.

AssessthenatureoftherequestandobtaintheneededtoolsandequipmentpriortoleavingtheEngineeringDepartment.Alsodetermineifadditionalassignmentsareinsamearea,toavoidduplicatetrips.

UsesoundjudgementregardingthepossibledisturbingeffectsontheoperationoftheHotelorcomfortofourguests.

Beconsideratewhileworking,observethesafetyoffellowemployees,guestsandyourself.

Aftercompletionoftheassignment,recordallpertinentdataintheRemarksection.

Staplethebufftothebluecopyleftonthe“AssignmentBoard”andpostonthecompletedsection.

Ifanassignmentcannotbecompletedbecauseoflackofparts,recordinRemarksection,andposton“AwaitingParts.”

Continuewithnext,assignment,orreporttoimmediatesuperior.

TheWorkRequestSystem

TheWorkRequestSystemprovidesthemeansforwrittencommunicationandrecordingoftheschedulinganddelegationofworkassignments.TheefficiencyandsuccessdependsonYOURco-operation.

Procedure

Toavoidduplication,workistoberequestedbythedepartmentheadsortheirdesigneeonly.

Beexactregardingnatureofrequestandlocation(typeorprint).

Thewhitecopytoberetainedbythepersonordepartmentinitiatingtherequest.

ThebluecopywillbereturnedfromEngineeringofficetoindicatethatworkhasbeencompletedandistobematchedwiththeoriginal(white).

Theunmatchedwhitecopiesrepresentworkstilltobecompleted.

Pleaseusetelephoneforrequestinginformationinemergenciesonly.

Requestssubmittedbydepartmentheads,requestingworkotherthanmaintenance(forinstance,installationofshelvinginanoffice)mayneedtobecostestimatedbytheChiefEngineer,andsubmittedtoGeneralManagerforfinalapproval.

DonotapproachmembersoftheEngineeringDepartmenttodoworkunlessitisofanemergencynature.

TheChiefEngineer,orhisassistant(s)willscheduletheworkaccordingtoitsimportanceandthebestinterestofourguests.

Frequentlyarequestformaintenanceworkcannotbecompletedbecause:

Morepressingorimportantassignmentstakepriority.

Orderedmaterialorequipmentisstilltoarrive.

PROCEDURES:（continued）

Frequently,thesystemappearsnottofunctionbecausetheninestepsoftheprocedurehavenotbeenadheredto.

Donotduplicatetheoriginalrequest,asthiscanresultincostlywasteofmaterialandlabour.

Iftherequesthasnotbeencompletedwithinareasonabletime,feelfreetocalltheChiefEngineer.Refertotheoriginalrequestnumberanddate.

Anyportableequipmentthatrequiresmaintenancemustbedeliveredtothemaintenanceworkshopwithaworkticketattached.

ThisworkrequestsystemisconsideredamandatoryprocedureforallSheratonHotelsandtheefficiencyandsuccessdependsonyouc