IHG® Way of Preventative Maintenance Programme, Europe

IHG® Way of
Preventative Maintenance Programme, Europe
V2 : Q1 2018
IHG Way of Preventative Maintena nce
SECTION 1 SECTION 2
Programme Introduction Safety
• Overview of the Programme • Importance of Safety

• Overview of Guides & Checklists • Supporting Tools & Resources
• Overview of Tasks
• Quore (workflow tool)
• Winning In Preventative Maintenance
• Implementation Plan
APPENDIX
Templates
• Daily Checklists & Logs

• Weekly Checklists & Logs
• Monthly Checklists & Logs
• Quarterly Checklists & Logs
Section 1 : Programme Introduction
Progra mme Introduction
Preventative maintenance is extremely important to IHG and to our guests. Having a well
The IHG Way of Preventative Maintenance maintained environment for our guests to stay in is fundamental. This programme focuses on
Programme is IHG’s universal approach to the ongoing condition of the hotel, making sure each area and it’s components are
well maintained environments. We have maintained to the highest standards. The condition of guest rooms and public areas impacts
developedthis programme to provide hotels guests’ rating on cleanliness, condition and quality of sleep which are all key drivers of their
with a comprehensive set of tools and overall experience.
training to keep guestrooms and public
areas well maintained and in excellent To achieve high standards, we would recommend Maintenance and Housekeeping teams
condition. build strong, collaborative working relationships and adopt the IHG Way of Preventative
Maintenance, IHG Way of Clean and IHG Way of Deep Clean programmes which all support
these common guiding principles:
EVERYTHING EVERYTHING EVERYTHING

IS CLEAN FEELS ‘LIKE IS IN ITS
NEW’ PLACE
We know that cleanliness is important to our
guests, colleagues and owners. We all strive to We unders tand that the condition of IHG hotels is We believe that guests notice when IHG hotels
c reate a healthy, safe, and comfortable a strong signal to the world that we are fresh, up are clutter-free and properly organised, and
environment. to date, and well maintained. when all items are thoughtfully designed.
The IHG Way of Preventative Maintenance Programme encompasses industry proven preventative maintenance methods, inspection checklists, and schedules to
create a pro-active, organised and detailed approach to maintenance which will support you in creating a solid routine. An effective maintenance programme, coupled with
effective cleaning and deep cleaning programmes ensures delivery of a well maintained hotel environment which is both aesthetically and hygienically clean, and helps your
hotel to satisfy your guests. As you train your team on the Preventative Maintenance programme and hold them accountable for delivering a well maintained environment, you
are encouraging excellence!
In order to achieve a well All hotel team members should be aware of these items and they must be a key
maintained hotel, all areas focus of the Preventative Maintenance programme:
need to be inspected and
cared for on a regular basis.
Key Value Drivers: These are items that, if not maintained, will cause a guest to question whether
Maintenance and the hotel is in good condition or not:
Housekeeping teams should
work together and include • Door and lock must be working properly and close securely and quietly
other departments to help
identify and report potential • HVAC is clean, noise and odour free, operable and controllable by the guest
A consistent Preventative
issues. The Maintenance Maintenance programme will
Work Order can be used as a • Furniture is in good condition and free from rips in the upholstery and scratches on the wood work
reduce the amount of
reporting tool as well as the maintenance requests from in-
Quore app or HotSOS • All light bulbs are working
house guests.
programme which will help
you to consolidate and • TV is operable with a clear picture and working remote control
It is a team effort that requires
prioritise work orders. all staff to be attentive and • Telephones are operable with programmed buttons
diligent.
High Touch Areas: These are the areas most frequently touched or handled by the guest and
therefore have the highest potential to be in poor condition:
• Switches – lights, lamps, kettle, coffee maker
Guest Rooms Public Areas • Handles – doors, closets, drawers
Carry out Preventative Carry out Preventative • Bathroom taps

Maintenance 4 times per year Maintenance 4 times per year
• Toilet flush
Ideally, Preventative Maintenance should be carried out as per the above Keep a stock of supplies and
• Remote controls spares so key value driver and
guidelines however, whilst you are implementing and embedding the
programme which can be time consuming at the start, or if you are a smaller high touch area items can be
• HVAC control panel fixed or replaced immediately.
property with a small maintenance team, 2 times a year would be acceptable.
T OP This will avoid a negative
IHG Way of Deep Clean should also be completed 4 times per year for public
• Telephone handsets and dial pad T IP impact on the guests stay
areas and twice a year for guest rooms – look for opportunities to work with
• Bedside tables, desks, armchairs
Housekeeping at the same time to avoid an area or guest room being put out
of order twice • Carpets and flooring
Overview of Guides & Checklists
• This guide includes one set of checklist templates for daily, weekly, monthly and quarterly checks
The maintenance checklists and logs included

in this programme were developed by • To save time, it is well worth while editing the checklists by downloading the editable versions found on page
Maintenance Engineers like you and focus on
10. This will allow you to tailor make and reduce the amount of checks you need to carry out specifically for
the daily, weekly, monthly and quarterly tasks
needed to keep your guest rooms, public areas your hotel as items not found at your property would have been removed
and hotel in great condition. They highlight
some of the most important areas to check and
track. • At the start of each month, print a new set of checklists and logs and label them with the correct time period
• Store used checklists and logs in a folder and keep them as a record
• The checklists and logs are intended to be working tools – when a task is fully complete, initial the box
• If an item requires follow up, use the levels below to determine the priority of the follow up and enter a 1, 2 or
3 in the box where action is required – the follow up items should be initialled once complete
LEVEL 1 LEVEL 2 LEVEL 3

Critical – Urgent – Action Immediate Potentially Critical – ActionASAP Necessary – Low impact
Unacceptable risk to guests, colleagues or Probable damage to hotel and may start to Is not a major risk to guest, colleagues or
hotel. Will have a big impact to the guest’s impact the guests experience in a short time if hotels but needs a repair soon. Low impact to
experience left undone the guest’s experience
Area closed until repair completed Area can remain open as long as situation Area can remain open as long as situation
does not get worse and repair is scheduled does not get worse and repair is scheduled
Property Walk Guide
Use this tool when taking your
weekly hotel walk with your GM or In addition to the GM carrying out a set number of weekly guest room checks, it is also
Director of Operations/equivalent. recommended they, or the Director of Operations/equivalent, accompany the Head of Maintenance
This walk will enable you both to
survey the areas of the hotel and and Head Housekeeper (or similar positions) on a weekly tour of the property encouraging
agree a prioritised plan of action. everyone to look at things as a guest would see them; sometimes when you are familiar with an
Schedule the day and time well in area it is harder to see things that are not as they should be.
advance and try to avoid
cancelling it for any reason –
taking time out to do this will save The first time you take the walk it may leave you with an exhaustive list of things to address and fix
time and guest complaints in the however, over time, issues will become less and less at which time you can feel confident you
future.
have a well-maintained hotel that guests will want to stay in time and time again.
It is beneficial to arrange the
property walk on a different time or
day each week so you can be sure Identifying issues during this weekly task, and scheduling the fix in a timely manner will mean the
to see a true picture as teams will guest will experience less issues during their stay.
not be expecting you.
Use a shared excel
Invite the Head Housekeeper and
spreadsheet to capture items
save time by surveying cleanliness
that need fixing so you keep a
and conditional aspects at the same
T OP track of outstanding items or
time.
T IP use the Quore app
Keep in mind Keep in mind Identify areas of concern

Prioritise a plan
Key Value Drivers High Touch Areas that may lead to guest
of action
dissatisfaction
Click here to go
to Property
Walk
template
Preventative Maintenance One copy of the Guest Room Checklist is needed for each room. Only mark items that are
in Guest Rooms
deficient and the status of the deficiency. For example, if you touched up the paint on the door
Every item in the guest room must frame, tick the deficiency box and then mark the status as “frame painted”. If you are unable to fix
be inspected to ensure everything
a deficiency, mark the status as “incomplete” until the deficiency is addressed. Remember, fixing
is safe, in good condition and feels
like new. items in guest rooms should be high priority so the guest is not impacted.
Routine Preventative Maintenance

combined with a robust reporting Sometimes when the hotel is experiencing high occupancy levels it is difficult to fully complete
process is critical in delivering a
Preventative Maintenance. Work with front office to plan for high occupancy periods and adapt the
high quality guest room experience
that meets guests’ expectations and process to work to your needs. You may want to consider changing the days you work to
satisfaction and also reduces the
accommodate low occupancy days of the week or swap guest rooms with public areas on high
number of maintenance requests
from in-house guests. occupancy days. Areas should not be allowed to deteriorate due to occupancy levels.
Noise and temperature are the

Gather all necessary supplies to conduct Preventative Maintenance: biggest guest dissatisfiers
when it comes to a guest
• Light Bulbs • Spot cleaner getting a good nights sleep.
Ensure the HVAC system is
• Batteries • Filters for HVAC always in good working order
• Switch and outlet covers • Wood touch up markers T OP and the guest has full control of
T IP the temperature. Ensure doors
• Glue, adhesive, electrical tape • Telephone faceplates and seals are in good working
• Rags and cleaner • Assortment of standard tools order to avoid noise leakage.
• Touch up paint & brush • Assortment of fuses, screws, nuts, bolts etc.
Click here to go
to Guest
HVAC = Air Conditioning Unit Room
template
U s ing the Pr e v e nta tiv e Ma inte na nc e Tr a c k ing Boa r d
Display the board in a prominent position so it is accessible to everyone in your team.

This tool will help you to keep track
of when Preventative Maintenance
has been carried out in the guest
Populate the tracker with the guest room numbers. You will most likely need to print off more than
rooms.
one copy of the board depending on the number of rooms your hotel has. Once Preventative
Splitting the rooms into
Maintenance has been carried out, enter the date in the box under the room number.
manageable sections and floors
would be recommended.
The tracking board should be updated daily so the current status is always reflected.
Remember – guest rooms should
receive Preventative Maintenance
quarterly!
Always be prepared to show the tracking board during Quality visits – it’s an excellent way to
demonstrate you have a robust Preventative Maintenance programme embedded in your hotel.
Housekeeping can also use

this style template to create a
way of tracking when they
T OP carry out deep cleaning in
T IP guest rooms
Click here to go
to Tracking
Board
template
Overview of ta sks
Relevant checklists and logs are provided for each of the below tasks
Daily Tasks Weekly Tasks Monthly Tasks

Ja n
• General property walk of all areas • Property walk of all areas with GM • Clean all exhaust vents
• Complete daily maintenance work orders • Complete Generator Load Testing • Power wash exterior
Feb • Complete PM in assigned guest rooms • Check the following areas: • Touch up building exterior
• Update the tracking board • Exterior air units • Service heart of house HVAC
• Check the following areas: • Locks/door closures • Service boiler
Mar •
• Public area thermostats/HVAC pumps • Landscaping Check the following areas:
• Fire panel • Flags/flag poles • Irrigation system
Apr • Fire sprinkler pump • Hazardous waste storage • Exterior damages
• Stairwell/corridor lights • Paint/touch up public areas • Exterior windows
• Exterior of building for rubbish • Remove dust and lint from • Commercial washers/dryers
May
• Exterior lighting/signage the back of the dryers, • Fridge/freezer coils
• Fire exit doors exhaust screens and lint
Jun screens
Not all hotels have the same
• Shuttle/Vehicle
facilities, especially smaller or
Jul limited service hotels.
Quarterly Tasks - Complete Preventative Maintenance 4 times a year in the following areas during the
specified months:
Click the icon below to
A ug download the checklists and
January, April, July, October logs. Amend them to make
February, May, August, November March, June, September, December T OP
Sep them specific for your hotel and
• Retail Shop • Stairwells • Break Room / Locker Room T IP language requirements – this
• F&B Areas • Hallways / Corridors • Pool inc. Outdoor Area will make the programme far
Oct • •
Front Office Elevators • Shuttle / Vehicles more manageable and easy to
• Lobby • Commercial Laundry • Vending Area / Ice Machines implement.
Nov • Public Restrooms • Guest Laundry • Building Exterior
• Business Centre • Fitness Centre
• Storage Rooms • Meeting Space & Pre-function Click here to
Dec Download
editable
templates
Quore
By using Quore, a hotel can:
Quore is a cloud-based workflow system that automates
hotel processes, streamlines communication between
departments and helps to manage multiple processes at a • Identify, assign and respond to guest needs, communicating via mobile
hotel in real time. devices and PCs
It enables hotels to log, assign, prioritise, follow up and • Configure request and complaint escalations to ensure they are attended to
report on many items including guest requests, work orders in a timely way
and complaints.
When used consistently for both digital guest requests and • Track all outstanding items clearly visible on the Quore dashboard
preventative maintenance, hotels using Quore see un uplift
in Guest HeartBeat scores as guest requests are handled • Report on common issues, time of resolution and compensation spend
more promptly. enabling hotels to continuously improve and tackle common complaints
1. Create a Task 2a. Task assigned to a team or team member 3. Outstanding tasks tracked on dashboard
Click here to go
to the Quore
Training
Guide
Winning in Preventative Maintenance
1. Train everyone in your team to enable them to carry out the Preventative Maintenance programme to avoid missing important checks and
fixes when one team member is out of the hotel
2. Ensure your team understand the importance of Preventative Maintenance, their role and the impact on the guest’s experience. It’s
important to understand that ‘good condition’ refers to ensuring any item in the hotel is free from scratches, scuffs, stains, wear and tear,
cracks, discolouration and chips
3. Train other departments to identify issues – they can help be your eyes and ears, especially Sales people doing site visits. Think about
setting up a shared data sheet that everyone can edit as a way of reporting items as well as ensuring the Maintenance Work Orders are
available. You may also want to consider using a workflow tool such as Quore or HotSOS that will facilitate communication between teams
as well as reporting on any issues
4. When buying new items whether it be chairs, lamps, etc. think about how easy they are to maintain and source supplies. Help
Housekeeping by ensuring the items are easy to clean and have no awkward areas that are hard to reach
5. Review the tools you have to do the job – are they the most efficient and effective to use or has a new product come on to the market that
may ensure a better outcome and be easier for your team to use
6. Large investments are not always needed to turn a conditional challenge around, look at what can be achieved in a cost effective way
rather that not tackle the job at all – for example, windows can be changed for as little as £250 per room and you can schedule a few to be
changed at a time
7. Review HeartBeat scores and comments to understand trends of what the guests are experiencing – these should be a level 1 priority
8. Conduct a Brand Standards Safety Self-Assessment at least twice a year to ensure a safe hotel environment and limit potential risks
Implementing the IHG Way of Preventative M aintenance
Check the box once the task has been completed to enable you to stay on track with your roll-out
STEP 1 STEP 2
Familiarise yourself, create a roll-out plan and tailor your checklists Familiarise your team with the new programme
Review the programme to fully understand the programme in it’s entirety Get your teams buy in to the change in process – explain why, how, when – see page
Identify your teams learning style – is it one to one training, group sessions, practical? 4 and 5 of the guide to help you
Decide on the best roll-out plan based on the team’s learning style Make your team feel part of the change process - do they agree the roll-out plan will
be the best way for the team to become knowledgeable and confident? If not, can they
Determine if 4 checks for the first year are feasible or if you should start with 2 checks suggest alternatives which they feel will work for them?
Maintenance HOD/equivalent and GM to discuss the programme and agree the roll-out Hold your team training session/s in their preferred learning style to introduce them to
plan with key milestone dates - Plan to increase resource at the beginning so it feels the programme and their tasks – give them a copy of the guide so they can refer back
less daunting. This may incur a higher cost up front but less cost in future at any time
Review which workflow tool will best suit your hotel e.g. Quore
Tailor make the checklists according to your hotel by using the editable versions or
standard template in Quore
Set up your filing system or your Quore reports
STEP 3 STEP 4
Roll-out the programme and coach your team Continue to help your team feel confident
Agree on the date for the new process to start Conduct a property walk and meet with your team members on the job to see how they
Use the IHG Way of Preventative Maintenance everyday to fully embed this pro-active are doing
maintenance routine Carry out team self-assessments to ensure tasks are being carried out in the correct
At the end of shifts, check with the team how their day went and address any concerns manner with the desired result
or questions Reward and recognise team members who are doing well and reinforce the positive
Hold regular team meetings to see how things are progressing and get feedback behaviour
Section 2: Safety
Safety The IHG Risk Management Team supports hotels to manage the most commonly encountered
hotel risk groups in order for hotels to be safe environments for our guests and colleagues:
Safety is of paramount
importance to everyone at • Fire safety
IHG. • Food safety
We strongly recommend you • Leisure safety
use the tools and resources • Health & safety
available to help you create a
routine in checking all safety • Security
related items in your hotels.
Conduct a Brand Standards
Safety Self-Assessment at
least twice a year to ensure a
There are lots of tools and resources to help you understand the topic better and help
T OP safe hotel environment and
you perform checks at the required intervals. T IP limit potential risks
Click the headings below for more information and checklists:
Health & Safety Toolkit Risk Assessment Toolkit

Risk Management Information Site Leisure Safety Toolkit
Access the toolkit and training modules Access the toolkit and training modules
Learn more about Hotel Risk Groups, Access the toolkit and training modules
Managing Risk, access the Risk
Learning Centre
Brand Safety Standards Toolkit Leisure Safety Checklists Health & Safety Checklists
Access the standards and self- Access and download the daily, weekly Access and download the checklists
assessment checklists and monthly checklists
Crisis Toolkit Fire Safety Checklists Food Safety Toolkit

Access the toolkit and training modules Access and download the checklists Access the toolkit and training modules
and records
Security Toolkit Food Safety Checklists
Fire Safety Toolkit
Access the toolkit and training modules Access and download the checklists
Access the toolkit and training modules
Appendix : Preventative Maintenance Checklists & Logs
Daily Checklists & Logs
Daily Checklist
Add the date, month and year in the space below. Initial the box when task is complete or enter a priority ranking to fix the issue. Record data on relevant log if applicable
MONTH YEAR
DAILY M T W T F M T W T F M T W T F M T W T F M T W T F
DATE
1 Complete daily work orders
Number of guest room PMs to be
2*
completed
3 Property walk to survey all areas
4 Check stairwell/corridor lights
Remove rubbish, debris & cigarette
5 butts from around the exterior of the
building
Check exterior lighting & signage is in
working order and good condition.
6
Ensure lighting is set to come on as it
starts to get dark
Check fire exit doors are clear from
7
obstruction and operating
8 Set public area thermostats
9 Check fire panel trouble light
10 Inspect fire sprinkler pump
* To achieve your yearly target of performing Preventative Maintenance in every guest room 4 times a year, follow this calculation:
(number of guest rooms x each room being checked 4 times per year) / number of working days in the year = % of rooms to be ch ecked daily
e.g. for a 100 bedroom hotel:

(100 x 4) / 260 = 1.5% per day
Guest Room Preventative Maintenance Checklist
Mark items that are deficient and write notes about the deficiency
MAINTAINED BY QUARTER / YEAR ROOM #
DATE
DEFICIENCIES
DATE
STATUS
MGMT
DATE
DATE
ENTRANCE COMMENTS
Door/Door Frame/Trim are in good condition
Door closer/Spring Hinges are in good condition and operable. Door close quietly
Door Stops and door seals are in good condition and secure
Threshold is in good condition
Room #/Smoking sign is present and in good condition
Electronic lock is operational, replace batteries as necessary
Deadbolt is operational and in good condition
Night latch/viewer is operational and in good condition
Fire Exit plan/security instructions are present, up to date in in good condition
Test smoke alarm is operational and sprinkler heads are free from obstruction
CLOSET
Door / Frame / Handle are in good condition and doors close properly
Flooring / Walls / Ceiling are in good condition with no marks, tears, stains, scratches, scuffs,
wearing
Shelves / Rack are in good condition
Iron / Ironing board are in good condition and iron is operational
Minibar / fridge is in good condition and operational
Safe is in good condition and operational
Good Condition = ensuring any item in the hotel is free from scratches, scuffs, stains, wear and tear, cracks, discolouration and chips
WALLS / CEILING / FLOOR
Walls are in good condition with no marks, tears, scuffs, cracks
Ceiling / Access Panels are in good condition
Ensure there is no sign of water damage or leaks
Connecting door / hardware is in good condition and door closes properly and quietly
Flooring is in good condition
Skirting boards are in good condition and secure
Mirrors / artwork are in good condition and secure
ELECTRONICS
TV(s) is in good condition, operational with good reception and picture quality
TV swivel base is in good condition, operational and secure
TV remote is in good condition and operational (replace batteries 1/yr)
Cables are secured and of a tidy appearance
Clock / docking station is in good condition, operational and displays time correctly
Coffee maker is in good condition and operational
TELEPHONES
Handset, faceplates, cords are in good condition
Ensure dial tones (all lines) & speed dials are working
Voicemail & message light operates
LIGHTING / ELECTRICAL
All ceiling lights, wall lights, lamps and dimmer switchers are in good condition and operational
Outlet and switch plates are in good condition
All plugs are in good condition with no rayed cables or exposed wires
All bulbs are working and are the correct size
WINDOW AREA
Blackouts, curtains and sheers are all able to slide along rails easily
Window, balcony door, door locks are in good condition and close properly
Ensure there is no sign of water damage and leaks on window sills
Balcony floor, walls, over hang and furniture are in good condition
HVAC
Ensure the temperature is changeable and that the thermostat is operational
Ensure there are no leaks and any condensation is dealt with appropriately
Clean grills, filters, front coil, rear coil and drip pan
Check fan motor and wiring are in good condition
Check the unit is not noisier than it should be
FURNITURE
Executive table and desk are in good condition
Chairs are in good condition – both wood work and upholstery
Dressers / drawers / night stand are in good condition
Bed frame and headboard are in good condition
Box spring and mattress is in good condition
Sofa bed is in good condition and easy to pull out
Coffee / vanity tables are in good condition
Luggage rack is in good condition
BATHROOM DOOR & FLOOR
Door/ door frame and trim are in good condition
Door hardware, lock and stop are in good conditional and door closes properly
Floor is in good condition with no broken or chipped tiles
Grout is in good condition and intact
VANITY & SINK AREA
Countertop, backsplash – caulking is in good condition
Water stop cock are operational
Ensure the hot water temperatures does not exceed 49 degrees C and flow is correct
Vanity cabinet, doors, drawers are in good condition and close properly
Light fixtures are in good condition with working bulbs
Vanity mirror is in good condition and secure
Taps work with no leaks
Sink drains water and the plug is operational
Walls and ceilings are in good condition with no marks, cracks or chips in tiles
TOILET AREA
Toilet and flush are in good condition and operational
Toilet seat is in good condition and secure
Water shut off valves are operational
Toilet is mounted on the floor securely and caulked
Toilet paper holder is in good condition and secure
Towel rail is in good condition and secure
Exhaust duct is in good condition and operational
SHOWER & TUB AREA
Grab bars, rails, soap holders, shower curtains are in good condition and secure
Shower/tub area tiles are in good condition and caulked
Shower floor is in good condition
Bath tub is in good condition
Water drains away and plugs are operational
Taps / shower head / controls are in good condition and operational
Ensure the hot water temperatures does not exceed 49 degrees C and flow is correct
KITCHENETTE
Fridge – clean coils
Ensure ice maker is operational and has no leaks
Ensure the microwave is in good condition and operational and displays the correct time
Countertops, cabinets, shelves, drawers are in good condition
Sink and taps are in good condition, no leaks and drain properly
Ensure the dish washer is in good condition and operational
Ensure the stove is in good condition and operational
Maintenance w ork order
Share these forms with other departments or introduce them to the Quore App so they can help you identify issues and report them in order for
you to follow up
DATE Requesting party Work Location
What issue has been identified:
Additional Information on
Door / l ock Lamp / light / bulbs work needed
_____ HIGH – Must be done before the end of shift

HVAC – hot / col d / Ba throom floor
Priority _____ MEDIUM – Within 24 hours
noi sy
_____ LOW – Within 3 days
HVAC control panel TV – connection / quality / MAINTENANCE TRACKING

sound
Date reviewed
Chair Te lephone –handset / dial pad Assigned to
Switches– lights, power,

Furniture / woodwork condition /
coffee maker broken
Comments
Handle s–doors / closets / Toilet - seat / flush

drawers
Number of days
Remote control Date work completed
Si nk / Ta p to complete
Work completed by
Shower Carpet – damage / ripped

Signed off by
Preventative Maintenance Tracking Board
Populate the guest room numbers and sign in the box when Preventative Maintenance has been completed in that room
YEAR
Room
#
Q1
Q2
Q3
Q4
Room
#
Q1
Q2
Q3
Q4
Room
#
Q1
Q2
Q3
Q4
Room
#
Q1
Q2
Q3
Q4
Weekly Checklists & Logs
Weekly Checklist
MONTH YEAR
N/A Week 1 Week 2 Week 3 Week 4 Week 5

DATE W/C W/C W/C W/C W/C
1 Check exterior air units
Check locks and door closures –
2
ensure they close quietly
Check landscaping and access
3
driveways
4 Check flags and flag poles
5 Check hazardous waste storage
6 Paint/touch up public areas
Remove dust & link from dryers,
7
exhaust & lint screens
Check shuttle/vehicles are clean
8
and in good repair
Check roof to ensure all is in order
9 and any fixtures and fittings are
secure
9 Conduct property walk with GM
Weekly : Property Walk
Survey all areas of the hotel and agree a prioritised plan of action to address identified issues
MONTH YEAR
EXTERIOR WK 1 WK 2 WK 3 WK 4 WK 5
Car Park and landscape – free from rubbish, weeds, debris and looks safe, properly maintained, welcoming and inviting
Disabled parking and signage – in good condition and markings on pavement are clearly visible
Bin area, storage buildings and surrounding area – free from rubbish, weeds, debris, looks safe and is properly maintained. Gates are closed, function properly
Patio, gazebo, outdoor seating area, rooftop terraces, employee break area – equipment is operational, area is secure, clean, properly maintained, looks
safe/inviting
All exterior building lighting and signage – operational, looks safe, properly maintained, welcoming and inviting. Comes on when it starts to get dark
All walkways, doorways and fire exit doors – clear and free from weather obstructions (snow, ice, water, rocks etc.), open and close properly and quietly
All doorways and entryways – open and close properly, free from dirt, debris, cigarette butts and rubbish. Bins are in good condition, not overflowing with a
clean appearance
All outside windows – free from streaks, watermarks, dirt and debris
Entry/Porte Cochere – furniture, planters and bins are properly placed and in good condition
Outdoor Swimming pool – floor, chairs, tables, safety equipment, fencing are in good condition, clean, properly staged with everything in it’s place
Shuttle/vehicles – floors, seating, ceiling are clean and in good condition, mechanical service current, exterior clean, doors,windows and A/C functioning
properly
HEART OF HOUSE
Back Hallways – floors, walls, counter tops and storage are in good condition, decluttered and organised. Fire doors are unobstructed
Back Office – floor, walls, desk tops and storage are in good condition, decluttered, organised and properly placed
Break Room/Locker Room – floor, tables, chairs and area are in good condition, clutter free, organised with operational equipment
Employee Restrooms – floor, walls, mirrors, cubicles, toilet paper, paper towels, soap dispenser and bins are in good condition
Boiler Room – floor, equipment, plumbing and area are clean and in good condition, clutter free and functioning properly
Maintenance Shop – floor, equipment and area are clean, in good condition, clutter free and organised
Fire Extinguisher and AED cabinets are in good working condition and doors close properly and quietly
Commercial Laundry – floor, lighting, equipment are operational, clutter free, organised, equipment vents/filters are clean
Kitchen - floor, walls, counter tops and storage are in good condition, decluttered and organised, equipment is operational and service up to date, vents are
clean and clear
Survey all areas of the hotel and agree a prioritised plan of action to address identified issues
MONTH YEAR
INTERIOR WK 1 WK 2 WK 3 WK 4 WK 5
Inside Windows – clean,freefrom dust, dirt, anddebris andingoodcondition
Indoor Bins – clean, in good condition, and not overflowing
Lobby Area –floor, lighting, shelves, furniture, luggagecarts, front desk, and sittingarea in good condition
Retail Shop –floor, lighting, shelves, furniture is in good condition
Business Center –floor, lighting, shelves, furniture is in goodcondition,equipment is operational
F&B Areaa– floor, lighting, furniture, tables, chairs are in good condition
Restaurant and Bar –floor, lighting, counter, bar, chairs, and table tops are in goodcondition
Public Restrooms –floor, lighting, walls, mirrors, cubicles, baby changingstations, handrails, bins, toilet paper, paper towels, and soapdispensers
are in good condition
MeetingRooms/ Pre-function Area –floor, lighting, tables, andchairs are in goodcondition, drinking fountainsare operational
Fitness Area –floor, lighting, equipment, mirrors, TV, water station, disinfectingwipes, andtowelstation in good condition
Guest Laundry –floor, lighting, equipment are operational, vents/filtersclear
Elevators –floor, buttons, walls, ceiling, and tracksare ingoodcondition
****Take elevatorup totopfloor and walk every corridor and take the stairwellsdown tothe next floor****
Corridors / VendingAreas / IceMachines– floor, furniture, walls, lighting/exit signage, fire extinguishercabinets, windows are in good condition,
doors closesecurely and quietly
Stairwells / Emergency Exit Signage& Lighting– floor, walls, handrailings, windows, vents, light fixtures andcovers are ingoodcondition
Public Area HVAC – thermostatsare set tothe proper temperature andfunctioningproperly, filters clean
Make some notes as you conduct your walk
Monthly Checklists & Logs
Monthly Checklist
MONTH YEAR
DATE (MM/DD) WHO CHECKED

1 Clean all interior and exterior exhaust vents
2 Power wash exterior areas as necessary
3 Check irrigation system
4 Check for exterior damage or loose gutters
5 Touch-up building exterior
6 Check cleanliness and condition of exterior windows
7 Service heart of house HVAC
8 Check commercial washers and dryers: vents, filters and flame
9 Check retail freezer/cooler and clean coils, if applicable
10 Service hot water heads/boiler circulator pump
11 Print set of forms for the next month
Quarterly Checklists & Logs
Quarterly Checklist
Add the date in the space below. Initial the box when task is complete or enter a priority ranking to fix the issue. Record data on relevant log
MONTH YEAR
DATE (MM/DD) WHO CHECKED

1 Complete public area maintenance checks – Retail – complete log
2 Complete public area maintenance checks – F&B Areas – complete log
3 Complete public area maintenance checks – Front Office – complete log
4 Complete public area maintenance checks – Lobby – complete log
5 Complete public area maintenance checks – Public Restrooms – complete log
6 Complete public area maintenance checks – Business Centre – complete log
7 Complete public area maintenance checks – Storage Rooms – complete log
8 Complete public area maintenance checks – Stairwells – complete log
9 Complete public area maintenance checks – Hallways/Corridors – complete log
10 Complete public area maintenance checks – Elevators – complete log
11 Complete public area maintenance checks – Commercial Laundry – complete log
12 Complete public area maintenance checks – Guest Laundry – complete log
13 Complete public area maintenance checks – Fitness Centre – complete log
14 Complete public area maintenance checks – Meeting Room & Pre-function Area – complete log
15 Complete public area maintenance checks – Break Room/Locker Room– complete log
16 Complete public area maintenance checks – Pool & Outdoor Area – complete log
17 Complete public area maintenance checks – Shuttle/Vehicles– complete log
18 Complete public area maintenance checks – Vending Area/Ice Machines – complete log
19 Complete public area maintenance checks – Building Exterior – complete log
Quarterly Checklist – Retail Shop
Add the date the work was completed on under the completed column. A manager should inspect the work and initial under the MGMT box
YEAR
MAINTAINED BY MAINTAINED BY MAINTAINED BY MAINTAINED BY

MONTH January MONTH April MONTH July MONTH October
DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Maintenance MGMT MGMT MGMT MGMT
Completed Completed Completed Completed
Check all light bulbs including emergency lighting
Ceiling – touch up with paint, replace ceiling tiles as necessary
Ensure fridge freezer is in good working order
Clean fridge freezer coils
Ensure all doors including cabinets open, close and lock properly
Ensure furniture and shelving is in good condition
Ensure flooring is in good condition
Walls - Touch up paint as necessary
Ensure HVAC is in good working order and vents are clean
Test Ground Circuit Breaker
Quarterly Checklist – F&B Areas
Add the date the work was completed on under the completed column. A key member of staff should inspect the work and initial under the MGMT box
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure all equipment is operable (microwaves, fridges, etc.)
Ensure floor is in good condition
Ensure windows are clean, dirt free and in good condition
Ensure furniture is in good condition
Walls – touch up with paint and ensure wall paper is in good condition
Quarterly Checklist – Front Office
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure cabling is in good condition, wires are not fraying and power points are not
overloaded
Quarterly Checklist - Lobby
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure canopy lighting is in good condition, working and clean

Power wash canopy as required
Power wash front entrance way
Ensure entrance walk ways are in good condition
Ensure lobby floor is in good condition
Check all lights including emergency lighting is working and in good condition
Ensure windows are in good condition and clean
Ensure furniture and all wood work is in good condition
Quarterly Checklist – Public Restrooms
YEAR
LOCATION (Print off a template for each of the public restrooms)

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Re-seal the vanity and toilet
Check the sink taps, toilet flushes and plumbing
Check the toilet seat is in good condition and secure
Ensure cubicles, wood work, furniture, door hooks and baby changing table are in
good condition
Check all doors open, close and lock properly
Ensure mirrors are in good condition and secure
Ensure HVAC and hand dryers are in good working, vents are clean
Test Ground Circuit Breakers

Quarterly Checklist – Business Centre
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure furniture and wood work are in good condition
Touch up paint on walls
Ensure exit signs are in good condition
Ensure electrical equipment is in good condition and working properly
Check cabling is in good condition, no fraying wires and power points are not
overloaded
Test Ground Circuit Breakers
Quarterly Checklist – Storage Rooms
LOCATION (Print off a template for each storage room) YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure all doors including cabinets open, close and lock properly, change lock
batteries if necessary. Ensure doors close quietly
Ensure shelves are in good condition
Touch up paint on walls and cabinets
Ensure labelling is in good condition
Quarterly Checklist – Stairw ells
LOCATION (Print off a template for each stairwell) YEAR

MONTH February MONTH May MONTH August MONTH November
DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure all doors open, close and lock properly. Ensure doors close quietly
Ensure floor is in good condition including carpeting and anti slip mats/surfaces
Touch up paint on walls
Ensure hand railings are in good condition and secure
Ensure HVAC is on good working order and vents are clean
Quarterly Checklist – Hallw ays / Corridors
LOCATION (Print off a template for each hallway / corridor) YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure all doors open, close and lock properly – touch up door frames and doors.
Ensure doors close quietly
Touch up paint on walls and wall paper as necessary
Windows – sealed, clean and in good condition
Check all aspects of the area are in good condition, free from scratches, chips,
scuffing, stains, cracks
Quarterly Checklist – Elevators
ELEVATOR NUMBER YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Test elevator operation on all floors
Check illumination of buttons inside and outside
Walls – repair, paint, recondition
Ceiling – repair, paint, recondition
Ensure any electrical appliances are working properly e.g. TV screen
Test emergency phone and call buttons
Ensure HVAC is in good working condition and vents are clean
Quarterly Checklist – Commercial Laundry
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Check belts in washers and dryers
Check washers and dryers are in full operable order
Change oil in washing machine
Ensure dryers are heating properly with no faults, broken coils or frayed wires
Ensure locks are working on chemical dispensers
Ensure vacuum dryer exhaust ports are free from blockages
Ensure the utility sink is draining and properly sealed
Check all light bulbs including emergency lighting are in working condition
Walls – touch up paint as necessary
Ceiling – touch up paint or replace tiles as necessary
Review Safety Data Sheet (SDS) books/chemicals with GM and sign off
Check all aspects of the area are in good condition, free from scratches, chips, scuffing, stains, cracks
Quarterly Checklist – Guest Laundry
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Check belts in washers and dryers
Check washers and dryers are in full operable order
Clean out drains in washing machines

Ensure dryers are heating properly with no faults, broken coils or frayed wires
Ensure vacuum dryer exhaust ports are free from blockages
Check dryer belts for wear and tension
Check all light bulbs including emergency lighting are in working condition
Ceiling – touch up paint or replace tiles as necessary
Ensure clothes racks and folding tables are in good condition and secure
Check all aspects of the area are in good condition, free from scratches, chips, scuffing, stains, cracks
Quarterly Checklist – Fitness Centre
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Check all lightbulbs including emergency lighting

Ceiling – touch up paint and replace ceiling tiles as necessary
Ensure towel racks and rails are in good condition and secure
Ensure the water fountain and other dispensers are secure and operable
Test exercise equipment is in good condition and working order
Ensure furniture, doors and wood work are in good condition
Ensure TVs etc. are in working order and cables are in good condition
Follow break room/locker room & Public Restrooms checklist for shower & toilet area
Quarterly Checklist – Meeting Space & Pre-function
LOCATION YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ensure furniture (incl. piano), doors and wood work is in good condition
Walls – touch up paint and ensure wall paper is in good condition

Ensure doors, open, close and lock properly, change lock batteries if necessary.
Ensure doors close quietly
Ceiling – touch up paint and replace ceiling tiles as necessary
If there are restrooms, follow the Public Restrooms checklist
Quarterly Checklist – Break Room / Locker Room
YEAR

MONTH March MONTH June MONTH September MONTH December
DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Check the temperature of the fridge freezer and ensure in good working order
Ensure fridge freezer seals are in good condition
Ensure all equipment is in good working order (microwaves, etc.)
Ensure furniture, doors and wood work is in good condition
Check plumbing
Ensure doors open, close and lock properly
Ensure floor including anti slip mats are in good condition
Ensure shower and toilet areas are in good condition
Quarterly Checklist – Pool & Outdoor Area
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1

Ensure parasols/umbrellas are in good condition and operable
Ensure pool room mechanics are in good working order
Ensure gate/door lock is operational
Ensure perimeter fencing is in good condition
Ensure the pool/hot tub are clean, free from debris and have no cracks or damage
Ensure handrails are in good condition and secure
Check all lightbulbs including emergency lighting and underwater lighting
Check all signage is visible and in good condition
Ensure safety equipment is in good condition and working order
Power wash surrounding floors ensuring floor is in good condition
If there are restrooms, follow the Public restroom checklist
If there is a bar follow F&B Area checklist
Quarterly Checklist – Shuttle / Vehicles
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Inspect vehicle body and evaluate condition of graphics, clean exterior as needed
Check all glass and mirrors are in good condition
Check all lights are functioning
Check all fluid levels including oil and ensure there are no leaks
Check tyre pressure, treads and general condition
Test horn, heat, AC and other controls are functioning
Ensure the fire extinguisher is full and first aid box stocked
Ensure TV is in good working order and there is a good quality picture
Ensure all upholstery and floor mats are in good condition
Ensure all seating and fixtures are functional, secure and in good condition
Quarterly Checklist – Vending Area / Ice Machines
LOCATION
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Ceiling – touch up paint as necessary
Ensure drain on ice machine is functional
Ensure ice machine is in good condition and operable
Quarterly Checklist – Building Exterior
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Maintenance Completed
MGMT
Completed
MGMT
Completed
MGMT
Completed
MGMT
Roof – flashing in place and sealed

Roof – no missing shingles/roof panels
Roof – no unusual discolouration
Roof – no ponding of water, fixtures and fittings are secure

Windows, doors, openings – sealing and weep holes unobstructed
Doors – sealing, jams, frames and thresholds are clean and in good condition
HVAC sealing
Penetrations sealing (hose, signs, electrical fixtures etc.)
Cladding / Building Surface – check for holes, damage, wood rot, mould, discolouration
Cladding / Building Surface – expansion and control joints
Cladding / Building Surface – Exterior Insulation Finishing (EIF), trim, siding
Brick mortar joints and weep holes
Quarterly Checklist – Building Exterior
YEAR

DATE DATE DATE DATE
Q1 Q2 Q1 Q1
Maintenance Completed
MGMT
Completed
MGMT
Completed
MGMT
Completed
MGMT
Gutters/Downpipes – clear of debris, good condition, secure and draining

Soffits and overhangs are in good condition
Car park lighting is working properly and in good condition. Set to come on as it gets
dark
Directional, security and brand signage is in good condition
Car park surface and curbs are in good condition
Car park painted lines are in good condition and visible
Landscaping – grass, mulch, ground cover has good coverage
Trees and shrubs are alive, of a tidy appearance and not impacting the building
Weed control
Irrigation systems are in good working order
Planters, bins, seating are all in good condition
Bin area gates are operational and the area is swept clean and is odour free
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IHG® Way of

Preventative Maintenance Programme, Europe

• Overview of the Programme • Importance of Safety

• Daily Checklists & Logs

EVERYTHING EVERYTHING EVERYTHING

Guest Rooms Public Areas • Handles – doors, closets, drawers

Carry out Preventative Carry out Preventative • Bathroom taps

The maintenance checklists and logs included

LEVEL 1 LEVEL 2 LEVEL 3

Keep in mind Keep in mind Identify areas of concern

Routine Preventative Maintenance

Noise and temperature are the

Display the board in a prominent position so it is accessible to everyone in your team.

Housekeeping can also use

Daily Tasks Weekly Tasks Monthly Tasks

Click the headings below for more information and checklists:

Health & Safety Toolkit Risk Assessment Toolkit

Crisis Toolkit Fire Safety Checklists Food Safety Toolkit

e.g. for a 100 bedroom hotel:

Door/Door Frame/Trim are in good condition

Threshold is in good condition

Room #/Smoking sign is present and in good condition

Electronic lock is operational, replace batteries as necessary

Deadbolt is operational and in good condition

Night latch/viewer is operational and in good condition

Fire Exit plan/security instructions are present, up to date in in good condition

Iron / Ironing board are in good condition and iron is operational

Minibar / fridge is in good condition and operational

Safe is in good condition and operational

Walls are in good condition with no marks, tears, scuffs, cracks

Ceiling / Access Panels are in good condition

Ensure there is no sign of water damage or leaks

Flooring is in good condition

Skirting boards are in good condition and secure

Mirrors / artwork are in good condition and secure

TV swivel base is in good condition, operational and secure

TV remote is in good condition and operational (replace batteries 1/yr)

Cables are secured and of a tidy appearance

Coffee maker is in good condition and operational

Handset, faceplates, cords are in good condition

Voicemail & message light operates

Outlet and switch plates are in good condition

All bulbs are working and are the correct size

Ensure there is no sign of water damage and leaks on window sills

Ensure the temperature is changeable and that the thermostat is operational

Check fan motor and wiring are in good condition

Check the unit is not noisier than it should be

Executive table and desk are in good condition

Chairs are in good condition – both wood work and upholstery

Dressers / drawers / night stand are in good condition

Bed frame and headboard are in good condition

Box spring and mattress is in good condition

Sofa bed is in good condition and easy to pull out

Coffee / vanity tables are in good condition

Luggage rack is in good condition

BATHROOM DOOR & FLOOR

Door/ door frame and trim are in good condition

Floor is in good condition with no broken or chipped tiles

Grout is in good condition and intact

VANITY & SINK AREA

Countertop, backsplash – caulking is in good condition

Water stop cock are operational

Light fixtures are in good condition with working bulbs