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Park and Tourism Operations an Overview

RPTS 209. Park and Tourism Operations an Overview. The Backstage Crew. “It requires a small army of skilled, dedicated professionals to keep the magic in the Disney show.” WDW College Program Manual. Operations & Maintenance Behind the Scenes:.

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Park and Tourism Operations an Overview

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  1. RPTS 209 Park and Tourism Operationsan Overview

  2. The Backstage Crew “It requires a small army of skilled, dedicated professionals to keep the magic in the Disney show.” WDW College Program Manual

  3. 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)

  4. 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.

  5. The quality of the maintenance program is 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.

  6. 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.

  7. Role of Maintenance & Operations • To ensure a quality experience. • To protect the “resource” (facility & equipment)

  8. Expectations at the Texas A&M Rec Center Weight Room: • A clean and sanitary environment • A pleasant temp • Equipment that is working • Available equipment

  9. Guidelines to Establishing a Maintenance & Operations Program • 1. Establish objectives and standards. • 2. Consider economy of time, personnel, equipment and materials. • 3. Develop a sound, written plan. • 4. Assign work priorities appropriately. • 5. Emphasize preventive maintenance.

  10. Guidelines to Establishing a Maintenance Program • 6. Be well-organized. • 7. Have adequate funding. • 8. Have adequate personnel. • 9. Protect the natural environment. • Appropriate activities, carrying capacity, etc… • 10. Ensure employee and public safety. • 11. Consider maintenance in facility design. • 12. Maintain a positive public image.

  11. 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?

  12. Examples of Standards • “All weight-room equipment must be in safe and proper operating condition.” • This statement is clear, concise and in writing. Can it be measured? How? • 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.

  13. 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?

  14. Assigning Work • Unit maintenance (assigned to a specific park, or building, or floor, for example) • Specialty maintenance – assigned to do a job (electrician or plumber, for example) • Contract maintenance – chosen when cost effective to do so • To prevent capital investment in equipment, when you need a temporary, well-trained specialist, to meet seasonal demands

  15. 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

  16. 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

  17. Facility and Equipment Inventory Be sure to include: • Type • Size • Special features • Condition

  18. Routine Maintenance Plan • Standards • list of routine tasks with procedures for accomplishing them • who, • when, • how and • how long

  19. Nonroutine, recurring maintenance plan • Typically handled through work orders • Why? • Facilitating the process • Accessibility of forms • Ease of form/process • Adequate response time

  20. Preventive maintenance plan • What you need: • Maintenance log • For each facility or piece of equipment • Identifies tasks to be done • Necessary components • Proper tools for the job • Afterwards: • Complete log (date/initial) • Order replacement parts • Put away tools

  21. 25 Keys to World Class Maintenance Parks & Recreation, Jan 2002

  22. Model of World-Class Maintenance Attention to detail Quantify worker output Complaints treated as gift Repair vandalism immed. Cultivate Friends groups Keep Organized Plan for Maintenance Encourage Suggestions Practice Preventive Maint. Use Technology Eliminate Avoidable Maintenance Attention to detail Invest in backups Keep Records

  23. Lesson Number One: Clean and Neat All Day – Every Day • Pay attention to detail • Keep equipment clean, operational and readily accessible. • Have equipment and supplies ready. • Quantifying worker output • Maintenance mgmt tracking systems (web based) • Treat Complaints as a Gift • Respond in “warp speed” fashion • Recognize customers for their contribution in identifying situations

  24. Lesson Number One: Clean and Neat All Day – Every Day • 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.

  25. Lesson Number Two: Eliminate Avoidable Maintenance • Examples: • Plan for Maintenance • Pave under team benches and water fountains. • Apply Round Up and Surflan on infield clay late in August to eliminate spring weeding on SB/BB fields • Don’t sell chewing gum • Encourage employee input/suggestions • Practice preventive maintenance – perform regular maintenance on motorized equipment

  26. Lesson Number Three: Use of CADS, GPS and Palm Computers • Attention to detail • Smart phones, tablet computers/communication devices can help front-line workers communicate with central command. • Invest in backup systems • Keep records • Technology can be helpful in quickly identifying part numbers for replacement, scheduling repairs and researching innovative ideas.

  27. The End You Wish!

  28. Your park currently uses a two-year old Type X lawnmower that has a 36” wide cutting span. It currently takes one hour, four gallons of gas and one quart of oil to mow each of 3 playing fields. The fields are mowed an average of 2x/wk during 8 months of the year and once every two weeks during the other 4 months. A new Type Y lawnmower with a 48” span takes four gallons of gas and 1.5 quarts of oil to mow the same area, however. The average lifespan for both lawnmowers is five years. Lawnmower X costs $2,000, while lawnmower Y costs $3,000. Gas costs $3/gal, oil is $2/qt. and your hourly wage/benefit rate is $16. Should you buy a new lawnmower and if so, when? Analyze the Operation

  29. Cost to mow with Type X mower? • Cost to mow = labor cost + gas + oil • Labor cost = wage/benefit rate * hours needed • $16/hr * 3hrs • + $3/gal * 12gals • + $2/qt * 3qts ----------------------- • = $90/mowing Dr. Hodges

  30. Cost to mow with Type Y mower? • Time needed to mow with a 48” span = ? • 36” x 1hr = 1 field • 48” x ?hr = 1 field, so • 36” x 1hr = 48” x ?hr, thus ?hr =.75hr • Remember, Cost to mow = labor cost + gas + oil • ($16/hr * 2.25hrs) + ($3/gal * 12 gals) + ($2/qt * 4.5qts) = $36 labor + $36 gas + $9 oil = $81/mowing

  31. Type X versus Type Y: • Each time you mow with Brand X, you spend an extra $9. In one year, how much more would you spend using a Type X mower compared to a Type 2 mower? • (8 mos. x 2mows/wk) + (4 mos. x 1mow/2 wk) • (2/3*52 x 2) + (1/3*52 x .5) = 78 • 78 mowings/year x $9 extra = $702

  32. Decision Making • Are the savings ($702/year) a sufficient reason to change to Mower Y? • Over the 5-year life of the mower, the total savings would be $3,510--$510 more than the extra cost of Mower Y. • Should you make a change? If so, when? Why?

  33. The Exercise • Due Thursday in two weeks. • #5 – Mower Analysis

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