North Carolina State University Setting up a Successful Residence Hall Cleaning Program

Transcription

1 1 North Carolina State University Setting up a Successful Residence Hall Cleaning Program By: Tammy Parker, Linda Schlabach, Gail Hinton & Carlos Gutierrez NCAAPA March 2016

2 Agenda: 1. Creation of Service Agreement 2. Buildings and Floor Plans 3. Work Schedules 4. Google Doc Communication 5. Quality Assurance Program 6. Specialized Services a. Deep Cleaning b. Guest Room Cleaning c. Conference Services d. Summer Cleaning e. Floor Care f. Window Cleaning 7. Pre/Post Summer Meetings 2

3 3 Creation of Service Agreement with University Housing Provide housekeeping services for Residence Halls 7 days a week that will serve as a working document for all basic services provided by University Housekeeping To create a service agreement that will strive to provide continuous improvements to the level of cleaning, soil prevention, employee success, and customer satisfaction in your facility Highlights responsibilities of both University Housekeeping and University Housing Identifies area where University Housekeeping and University Housing can work together to resolve any issues that may arise This agreement addresses Routine services, special services and other services provided during the fall and spring semesters Cleaning of hotel and apartment style services at Avent Ferry Complex, Wolf Village, Western Manor, E.S. King Village, Detailed summer cleaning, summer conferences & summer school

4 Buildings and Floor Plans 4 West Campus Consists of three Residence Halls Total number of students 2223 Mixed Occupancy Total Cleanable Square Footage 421,009 Total housekeepers = 15 East Campus Consists of 17 Residence Halls Total number of students 2218 Mixed occupancy Total Cleanable Square Footage 509,967 Total housekeepers = 19 Wolf Ridge - Centennial Consists of 6 Residence Halls - Apartment style Total number of students Mixed Occupancy Total Cleanable Square Footage - 351,033 Total housekeepers = 6 Western Manor Consists of 17 apartment style buildings Public/university occupied Cleaned upon occupant move in/move out Total Cleanable Square Footage - 69,820 Central Campus Consists of three Residence Halls Total number of students 2,130 Mixed Occupancy Total Cleanable Square Footage = 326,017 Total housekeepers = 14 Wolf Village Consists of 8 Residence Halls Total number of students Mixed occupancy Total Cleanable Square Footage 282,607 Total housekeepers = 8 ES King Village Consists of 17 apartment style buildings Public/university occupied Cleaned upon occupant move in/move out Total Cleanable Square Footage - 223,486

5 5 Wolf Village Campus Built: East Campus Built: 1968 Pictures of Buildings from Each Campus West Campus Built: 1958 Avent Ferry Complex East Campus Built: 1973 North Residence Hall East Campus Built: 1974 Wood Residence Hall East Campus Built: 1983

6 North Hall East Campus 6 Lee/Sullivan/Tri-Tower Halls West Campus Avent Ferry/Wood Hall Residences Halls East Campus

7 Examples of 3D Floorplans Wolf Village & Wolf Ridge Apartment Buildings 7

8 8 WORK SCHEDULES Clearly outline daily cleaning for individual housekeepers Provide information for Routine and Detail Cleaning Identify project work Number individual spaces to be cleaned for easy identification Matches tasks performed with the information in the Service Agreement Matrix Identifies productivity with time, indicating time allowed for each task. Information verified by Time Studies and APPA Level 1 & 2 standards

9 9 Google Documentation Communication These documents are designed to help us communicate better across all levels within University Housing and University Housekeeping RD s, RA s, SCA s, RFM s, Housekeeping Zone Manager, Housing Senior leadership and Housing Facilities Maintenance Director It has fostered better communication between our two divisions and reduced confusion and/or unnecessary work from both sides. Still room for improvement, but much better than even a few years ago Assists with tracking the following processes check-in/check-out s during summer cleaning (summer school) summer conferences floor care contractor work mid-term graduation, transitional students used during summer months room cleaning during academic year in apartment style buildings

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11 11 Quality Assurance Program The Quality Assurance Program is critical to University Housekeeping accomplishing its goal. This is a program that solicits and takes into consideration all team members input. Everyone s contribution is important and worthwhile to University Housekeeping. Why do we need a quality assurance program? To identify employees strengths and development needs To encourage and reward improvement To accurately and consistently assess our employees performance To utilize documented employee current status throughout the year for consideration in the Performance Management System To have a standardized method of review To assure employees success To improve the level of cleaning (appearance, disinfection, air quality), soil prevention, employee success and customer satisfaction

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13 Specialized Services 13 A. Deep Cleaning Process The purpose of Deep Cleaning is to: Clean common areas and restrooms inside student apartments during the winter months when areas are still occupied. This service is only provided in the apartment style buildings, not suite style or guest room buildings. Coordinated by Housing and University Housekeeping Helps to keep areas clean that Housekeeping traditionally does not have access to during the academic year Incorporates the Housing Maintenance staff, allowing them to make minor repairs to units during this period

14 Deep Cleaning Process Student Responsibilities: Empty the common areas of as much stuff as they reasonably can, Securing all valuables inside their apartment room. completely empty their bathroom of all personal items Empty all cupboards in the kitchen that they desire to be clean Empty stove, keeping the existing racks and trays Move items away from the windows Cooperation Needed: The resident must demonstrate a good faith effort to remove all personal items and Housekeeping communicates any concerns in this area with RD s and Associate/Assistant Directors of the Hall Housekeeping Cleans: Clean the sink and fixtures if no dishes are present. Clean stove completely Clean all cupboards in the kitchen Clean floor tile in kitchen area. Clean counter-tops free of personal items. Vacuum carpet area in common area and hallways Wipe down washer and dryer unit Dust university furniture Clean underneath the pillows of the sofa. Clean the upholstery of the chairs. Windows, blinds and window ledges. Dust overhead vents Detail clean showers, fixtures, mirror and sink area in restroom. Mop floor in restroom.

15 15 Pictures of Room and Apartment Cleaning BEFORE

16 16 Pictures of Room and Apartment Cleaning AFTER

17 17 Guest Room Cleaning Housekeeper will use the following equipment: Back-pack vacuum and/or upright vacuum Kaivac Restroom Cleaning Machine Micro-fiber mop system Housekeeping cart with standard and specialty cleaning supplies, chemicals and PPE (personal protective equipment) Housekeeper checks room assignment log for vacant rooms and gathers necessary replacement linen for beds and bathrooms Once rooms are cleaned they are checked off on sheet and turned into the manager for verification and inspection

18 18 How is this coordinated / communicated? Created Google Doc in partnership with Housing to capture content related to room vacancy/occupancy through the summer and the rest of the academic year. This document is designed to help us communicate better across all levels within Housing and University Housekeeping RD s, RA s, SCA s, RFM s, Housekeeping Zone Manager, Housing Senior leadership It has fostered better communication between our two divisions and reduced confusion and/or unnecessary work from both sides. Still room for improvement, but much better than even a few years ago

19 19 Conference Services NCSU hosts a number of conferences each summer Special Olympics of NC and New Student Orientation are two of the largest conferences held at NCSU Continuous cleaning of student rooms 1-2 day turn around time Average of 10,000 attendees per summer between May and July. Wolf Ridge Apartments have year-round conference groups in several of their buildings

20 20 Summer Cleaning 1. Prepare rooms for the return of the students for fall semester 2. After all the conferences 3. After the renovation of buildings 4. Detailed cleaning of all spaces within each building, including common and student use areas 5. Exterior cleaning of buildings, including a. Pressure washing breezeways and stairwells, dumpster pads and main entrance concrete b. Cleaning of glass on breezeway apartments c. Removal of exterior cobwebs on covered walkways, sitting areas

21 21 Floor Care Schedule contractors to strip/refinish floors and deep clean carpets Approximately 770,000 square feet of hard surface and 352,000 square feet of carpet Use of Google Doc that shows progress of the floors and provides means of accountability for vendor performance. Also ties in with invoicing for work performed Maintenance items that need repairing Show time frame building to be completed by Floor Care Protocol sets forth basic instructions that mirror the RFP and serves as a reminder to the contractor prior to the start of any type of floor work that is to be performed in each building Pre/Post meetings with contractors to outline plan for summer floor work and overall performance expectations per the stipulations in the RFP.

22 Contracted Window Cleaning 22 To enhance the appearance of Residence Halls, we schedule window cleaning annually and cycle all buildings to be completed in a 3 year cycle Contractors handle all hi-rise buildings and everything above 4 floors for safety/liability reasons Running document that tracks when and how much of a building is cleaned each summer Forecasts costs involved and helps University Housing budget accordingly

23 23 CRI Certified Vacuums/Backpacks EQUIPMENT THAT UTILIZES SUSTAINABLE/GREEN TECHNOLOGY Orbio Aqueous Water Systems Mondo-Vapor Steam Cleaner Micro-Fiber Cleaning Systems Equipment using less or no chemicals

24 Pre/Post Summer Meetings 24 University Housing and University Housekeeping Keeping the Lines of Communication Open How to improve things going forward What worked and what did not work with scheduling of various activities Floor Progress what was not completed and how to accomplish this moving forward Window Washing Updates Campus Updates by Zones for Housekeeping items Summer Conference Updates Move In/out concerns Housing observations Housekeeping observations Renovation Updates from Associate Directors of individual Housing campuses.

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