Introduction to Facilities Planning and Maintenance
The physical surroundings of hotels and restaurants provide the backdrop for all service interactions; however, they are usually only noticed when they are not working correctly. Customers' opinions of restaurants are affected by the physical surroundings. An effective hospitality manager must be capable of communicating with the professionals that design and maintain the physical systems. When the design of a facility limits the manager's ability to make a profit, s/he needs to be able to participate in the redesign. When the air conditioning, heating, or other physical system fails, the manager must be able to provide the service engineer with the correct information. Some managers believe that if their job is to supervise the front desk, or to sell conventions, they shouldn't have to worry about the lack of air conditioning in the guest rooms. This attitude only jeopardizes the success of the hotel, as dissatisfied guests don't return.
As a general or regional manager, you will need to make capital expenditure decisions related to the physical systems. With a basic understanding of these systems, your decisions will be more effective. This course has been designed to help students interact productively with hospitality engineers and design professionals. While managers may not have to fix equipment or install heaters, they should understand the complexity of these tasks and respect the position of the hospitality engineer and other design professionals.
For registered students, course materials may be accessed at: http://cms.psu.edu