RPTS 209 2 PARK AND TOURISM OPERATION S

RPTS 209 #2 PARK AND TOURISM OPERATION S AN OVERVIEW

• • • MAINTAINERS

THE BACKSTAGE CREW “IT REQUIRES A SMALL ARMY OF SKILLED AND DEDICATED PROFESSIONALS TO KEEP THE MAGIC IN THE DISNEY SHOW. ” WDW COLLEGE PROGRAM MANUAL

OPERATIONS & MAINTENANCE BEHIND THE SCENES: Facility Management (Building/Grounds Maintenance and Custodial Services) Fiscal Management (Finances and Budgeting) Information Services Mgmt. (Computers & Technology, Publicity) Personnel Management (Human Resources) Program Services (Delivery of Leisure Services) Planning and Development (Facility and Event Planning) Risk Management (for Visitors and Employees) Sales Management (Marketing and Customer Relations)

MAINTENANCE DEFINED: • KEEPING AREAS AND FACILITIES IN THEIR ORIGINAL STATE OR AS NEARLY SO AS POSSIBLE. • MAINTENANCE INCLUDES ROUTINE, RECURRING WORK; MAJOR AND MINOR REPAIR WORK, AND MINOR CONSTRUCTION AS WELL AS EVENT SETUP. • THE MAIN PURPOSE OF MAINTENANCE IS TO ENHANCE THE VISITOR EXPERIENCE.

• THE QUALITY OF THE MAINTENANCE PROGRAM IS DEPENDENT ON AND ESTABLISHED AS STANDARDS ARE DETERMINED. • GAME FIELDS VS. PRACTICE FIELDS VS. OPEN SPACE: EACH OF THESE HAVE DIFFERENT QUALITY EXPECTATIONS AND, AS A RESULT, DIFFERENT STANDARDS ARE SET FOR EACH OF THEM.

OPERATIONS DEFINED: • A PLANNED ACTIVITY INVOLVING DIFFERENT PEOPLE PERFORMING VARIOUS FUNCTIONS (ACTIONS) OR UNDERTAKING A PROCESS OR SERIES OF ACTS INVOLVED IN A PARTICULAR FORM OF WORK. • OPERATIONS DEALS WITH THE PROGRAMS AND THEIR ORGANIZATION AND ADMINISTRATION.

ROLE OF MAINTENANCE & OPERATIONS • TO ENSURE A SAFE AND QUALITY EXPERIENCE. • TO PROTECT OR PRESERVE THE “RESOURCE” (NATURAL AREAS, FACILITIES & EQUIPMENT) • WHAT CONSTITUTES A “QUALITY EXPERIENCE? ” • DOES IT MEET VISITOR EXPECTATIONS?

EXPECTATIONS AT THE TEXAS A&M RECREATION CENTER WEIGHT ROOM: Ü A CLEAN AND SANITARY ENVIRONMENT Ü A PLEASANT TEMP Ü EQUIPMENT THAT IS WORKING Ü AVAILABLE EQUIPMENT

GUIDELINES TO ESTABLISHING A MAINTENANCE & OPERATIONS PROGRAM • • 1. ESTABLISH OBJECTIVES AND STANDARDS. 2. CONSIDER ECONOMY OF TIME, PERSONNEL, • • • 3. DEVELOP EQUIPMENT AND MATERIALS. 4. ASSIGN A SOUND, WRITTEN PLAN. WORK PRIORITIES APPROPRIATELY. 5. EMPHASIZE PREVENTIVE MAINTENANCE.

GUIDELINES TO ESTABLISHING A MAINTENANCE PROGRAM • • 6. BE WELL-ORGANIZED. 7. HAVE ADEQUATE FUNDING. 8. HAVE ADEQUATE PERSONNEL. 9. PROTECT • • THE NATURAL ENVIRONMENT. APPROPRIATE 10. ENSURE ACTIVITIES, CARRYING CAPACITY, ETC… EMPLOYEE AND PUBLIC SAFETY. 11. CONSIDER MAINTENANCE IN FACILITY DESIGN. 12. MAINTAIN A POSITIVE PUBLIC IMAGE.

MAINTENANCE OBJECTIVES AND STANDARDS MUST BE ESTABLISHED. • MUST BE CLEAR AND CONCISE. • MEASURABLE. • IN WRITING. • EXAMPLE: CLEANING WEIGHT EQUIPMENT: FREE OF SWEAT? DIRT? DUST? DISINFECTED? HOW OFTEN? WHO’S RESPONSIBLE?

EXAMPLES OF STANDARDS • “ALL WEIGHT-ROOM EQUIPMENT MUST BE IN SAFE AND PROPERATING CONDITION. ” • THIS STATEMENT IS CLEAR, CONCISE AND WRITING. CAN IT BE MEASURED? HOW? IN • EQUIPMENT MUST BE SET UP IN ACCORDANCE WITH MANUFACTURER’S RECOMMENDATIONS WITH NO LOOSE, BROKEN OR BENT PARTS, NO FRAYED WIRES, OR OTHER POTENTIALLY HAZARDOUS DAMAGE.

ANOTHER EXAMPLE • ALL WEIGHT ROOM EQUIPMENT WILL BE KEPT CLEAN, FREE OF SWEAT, DIRT, AND DUST. • DOES THIS MEAN THE EQUIPMENT WILL BE DISINFECTED? HOW OFTEN? • WHO WILL BE RESPONSIBLE?

ASSIGNING WORK • UNIT • SPECIALTY MAINTENANCE – ASSIGNED TO DO A JOB (LICENSED ELECTRICIAN OR PLUMBER, FOR EXAMPLE) • CONTRACT MAINTENANCE (ASSIGNED TO A SPECIFIC PARK, OR BUILDING, OR FLOOR, FOR EXAMPLE) MAINTENANCE EFFECTIVE TO DO SO • – CHOSEN WHEN COST TO PREVENT CAPITAL INVESTMENT IN EQUIPMENT, WHEN YOU NEED A TEMPORARY, WELL-TRAINED SPECIALIST, TO MEET SEASONAL DEMANDS

SCHEDULING WORK • THINGS • • • TO BE CONSIDERED DURING SCHEDULING: PRIORITY OF WORK ITEMS ANTICIPATED VISITOR USE CAPABILITIES OF MAINTENANCE PERSONNEL LABOR AVAILABLE SEASON OF THE YEAR AVAILABILITY OF MATERIALS

DEVELOPING A SOUND MAINTENANCE PLAN • FACILITY AND EQUIPMENT INVENTORY • ROUTINE MAINTENANCE PLAN (IN WRITING) • DAILY, WEEKLY, MONTHLY, ANNUAL • METHOD FOR DEALING WITH NON-ROUTINE, NONRECURRING MAINTENANCE (PLAN) • PREVENTIVE MAINTENANCE PLAN

FACILITY AND EQUIPMENT INVENTORY BE SURE TO INCLUDE: § TYPE § SIZE § SPECIAL FEATURES § CONDITION

ROUTINE MAINTENANCE PLAN • STANDARDS • LIST OF ROUTINE TASKS WITH PROCEDURES FOR ACCOMPLISHING THEM • WHO, • WHEN, • HOW AND • HOW LONG

NONROUTINE, RECURRING MAINTENANCE PLAN • TYPICALLY HANDLED THROUGH WORK ORDERS • • WHY? FACILITATING • • • THE PROCESS ACCESSIBILITY OF FORMS EASE OF FORM/PROCESS ADEQUATE TIME RESPONSE

PREVENTIVE MAINTENANCE PLAN • WHAT • YOU NEED: MAINTENANCE • FOR LOG EACH FACILITY OR PIECE OF EQUIPMENT • • IDENTIFIES NECESSARY PROPER TASKS TO BE DONE COMPONENTS TOOLS FOR THE JOB AFTERWARDS: • • • COMPLETE ORDER PUT LOG (DATE/INITIAL) REPLACEMENT PARTS AWAY TOOLS

25 KEYS TO WORLD CLASS MAINTENANCE PARKS & RECREATION, JAN 2002

MODEL OF WORLD-CLASS MAINTENANCE Attention to detail Keep Quantify worker output Organized Complaints treated as gift Repair vandalism immediately. Cultivate Friends groups Use Technology Attention to detail Invest in backups Keep Records Plan for Maintenance Encourage Suggestions Practice Preventive Maint. Eliminate Avoidable Maintenance

LESSON NUMBER ONE: CLEAN AND NEAT ALL DAY – EVERY DAY • • PAY ATTENTION • KEEP • HAVE • EQUIPMENT CLEAN, OPERATIONAL AND READILY ACCESSIBLE. EQUIPMENT AND SUPPLIES READY. QUANTIFYING • TO DETAIL WORKER OUTPUT USE MAINTENANCE MANAGEMENT SYSTEMS (WEB BASED) TREAT COMPLAINTS • • RESPOND TRACKING AS A GIFT IN “WARP SPEED” FASHION RECOGNIZE CUSTOMERS FOR THEIR CONTRIBUTION IN IDENTIFYING SITUATIONS

LESSON NUMBER ONE: CONTINUED • REPAIR • VANDALISM IMMEDIATELY IDEAL: WITHIN 24 HOURS OF THE INITIAL NOTICE • CULTIVATE FRIENDS • GROUPS EXAMPLE: ROADSIDES MAINTAINED BY PRIVATE GROUPS OR GARDEN CLUBS THAT MAINTAIN ENTRANCES TO PARKS.

LESSON NUMBER TWO: ELIMINATE AVOIDABLE MAINTENANCE • EXAMPLES: • • • PLAN FOR MAINTENANCE • PAVE • APPLY ROUND UP AND SURFLAN ON INFIELD CLAY LATE IN AUGUST TO ELIMINATE SPRING WEEDING ON SB/BB FIELDS • DON’T UNDER TEAM BENCHES AND WATER FOUNTAINS. SELL CHEWING GUM ENCOURAGE PRACTICE EMPLOYEE INPUT/SUGGESTIONS PREVENTIVE MAINTENANCE – PERFORM REGULAR MAINTENANCE ON MOTORIZED EQUIPMENT

LESSON NUMBER THREE: USE OF TECHNOLOGY • ATTENTION • SMART TO DETAIL PHONES, TABLETS, COMPUTERS, AND COMMUNICATION DEVICES CAN HELP FRONT -LINE WORKERS COMMUNICATE WITH CENTRAL COMMAND. • • INVEST KEEP • IN BACKUP SYSTEMS. RECORDS. TECHNOLOGY CAN BE HELPFUL IN QUICKLY IDENTIFYING PART NUMBERS FOR REPLACEMENT, SCHEDULING REPAIRS TRACKING ACCIDENTS & SAFETY REPORTS.

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