1. Foundations of Real Estate Management BOMA International Module 4: Building Operations II Janitorial Services ®

2. Foundations of Real Estate Management Module 4: Building Operations II 2 ® Objectives  Describe the three levels of cleaning: routine, prestige, and clinical  Compare and contrast the four types of cleaning: policing, routine, periodic, and project work  Compare and contrast the five types of cleaning contracts: fixed price, cost plus percentage, cost plus fixed fee, performance based, and incentive based  List at least five materials used in green cleaning

3. Foundations of Real Estate Management Module 4: Building Operations II 3 ® Janitorial Services  Janitorial requests can be 25% to 50% of all service calls  Choose the right vendor  Janitorial service – not a commodity  A good janitorial company  Motivates  Trains  Focuses on the details

4. Foundations of Real Estate Management Module 4: Building Operations II 4 ® Janitorial Services Align everyone’s interests  S cope of work should define expectations of  Vendor  Property manager  Tenants

5. Foundations of Real Estate Management Module 4: Building Operations II 5 ® Janitorial Services Three levels of cleaning:  Routine  Prestige  Clinical

6. Foundations of Real Estate Management Module 4: Building Operations II 6 ® Managing Dirt…Before it Gets In Keep Dirt Out of Building  Walk-off mats  10-12’ at all entrances (3-4 steps)  Removes dirt from shoes  Clean concrete/asphalt at entrances  Change HVAC filters

7. Foundations of Real Estate Management Module 4: Building Operations II 7 ® Types of Cleaning  Policing  Routine  Periodic  Project Work

8. Foundations of Real Estate Management Module 4: Building Operations II 8 ® Cleaning Contract 3 Components 1.Labor 2.Materials 3.Equipment

9. Foundations of Real Estate Management Module 4: Building Operations II 9 ® Cleaning Contract  Labor  Largest portion of the contract  Worker documentation  Union v. non-union labor  Compliance programs  Communication techniques  Non-English speaking employees  Uniforms

10. Foundations of Real Estate Management Module 4: Building Operations II 10 ® Cleaning Contract Cleaning Approaches  Area Cleaning  Team Cleaning

11. Foundations of Real Estate Management Module 4: Building Operations II 11 ® Cleaning Contract Materials  Expendable components  Paper goods, trash bags, cleaning products, etc.  MSDS  Sometimes included in contract and sometimes purchased directly by PM company

12. Foundations of Real Estate Management Module 4: Building Operations II 12 ® Cleaning Contract Equipment  Non-expendable components  Vacuums, floor scrubbers, floor cleaning machines, etc.  Vendor usually recoups these expenses over time.

13. Foundations of Real Estate Management Module 4: Building Operations II 13 ® Cleaning Contract Day cleaning™  Cleaning during day v. night  Green practice – reduces electricity use

14. Foundations of Real Estate Management Module 4: Building Operations II 14 ® Cleaning Contract Types of contracts  Fixed price  Cost + percentage  Cost + fixed fee  Performance based  Performance evaluated against set of minimum standards – often by a 3 rd party  Incentive based  Incentives for performance above standard and disincentive for performance below standard

15. Foundations of Real Estate Management Module 4: Building Operations II 15 ® Putting It Into Practice What are the advantages and disadvantages of each type of contract?  Fixed price  Cost + Percentage  Cost + Fixed Fee  Performance Based  Incentive Based

16. Foundations of Real Estate Management Module 4: Building Operations II 16 ® Vacancy Credits  Most contracts based upon 100% occupancy  Vacancy credit issued for vacant spaces  Vacancy credit worth less than proportional value of vacant spaces  Some services to vacant spaces

17. Foundations of Real Estate Management Module 4: Building Operations II 17 ® Green Cleaning  Improves IAQ  No VOCs, allergens, and odors  Products formulated differently  Biodegradable soaps  Green packaging  Dilution control system  Recycled paper products or high efficiency hand dryers  Microfiber mops and cloths

18. Foundations of Real Estate Management Module 4: Building Operations II 18 ® Green Cleaning Microfiber v. Cotton Fiber

19. Foundations of Real Estate Management Module 4: Building Operations II 19 ® Green Cleaning  Equipment changes  High speed cleaning machines have a vacuum attachment to capture dust  Extraction equipment must allow for carpet to dry within 24 hours  Vacuums have to meet higher standards for filtration and soil removal  Training  Green products may work differently

20. Foundations of Real Estate Management Module 4: Building Operations II 20 ® Green Cleaning For more information  Green Seal  LEED ®

21. Foundations of Real Estate Management Module 4: Building Operations II 21 ® Window Cleaning  Frequency  Depends upon a number of factors  Exterior (1, 3, or 4 times per year)  Urban v. suburban  Interior (1 or 2 times per year)  Techniques  Low rise  Ladders and telescoping poles  High rise  Rope descent equipment (boatswain’s chair)  Swing stage scaffolding equipment

22. Foundations of Real Estate Management Module 4: Building Operations II 22 ® Window Cleaning Boatswain’s chair Photo courtesy Valcourt Building Services

23. Foundations of Real Estate Management Module 4: Building Operations II 23 ® Window Cleaning Swing stage scaffold Photo courtesy Valcourt Building Services

24. Foundations of Real Estate Management Module 4: Building Operations II 24 ® Window Cleaning ANSI/IWCA I-14.1 Window Washing Standard  PE must sign off on tie offs during installation and every year thereafter  Make sure vendor complies with standard

25. Foundations of Real Estate Management Module 4: Building Operations II 25 ® Carpet Cleaning  Carpet cleaning is preventive maintenance  Carpet is asset  Cleaning maintains appearance  Maintenance begins at installation  Keep carpeting looking great  Walk off mats  Sweep and power wash outside of entrances  Vacuum carpet regularly to keep dirt from being ground into the carpet’s backing  Remove stains every night  Remember – carpet is dirty before you see dirt

26. Foundations of Real Estate Management Module 4: Building Operations II 26 ® Carpet Cleaning  Interim maintenance  Routine cleaning to keep soil from building up in carpeting  Low-moisture method  Extends the useful life of the carpeting  Restorative maintenance  Cleaning when carpet is soiled badly  Hot water extraction  Improves appearance, but carpet degrades much faster

27. Foundations of Real Estate Management Module 4: Building Operations II 27 ® Carpet Cleaning Interim and Restorative Carpet Maintenance

28. Foundations of Real Estate Management Module 4: Building Operations II 28 ® Methods of Carpet Cleaning Bonnet Cleaning  Not preferred – uses rotary floor cleaning machine to clean the carpeting  May void the manufacturer’s warranty  Uses a great deal of water  Bonnet grounds dirt into the backing  Some of the foam stays in carpeting  Looks better when the work is completed, but gets dirty faster  Flattens the pile

29. Foundations of Real Estate Management Module 4: Building Operations II 29 ® Methods of Carpet Cleaning Dry Cleaning  Preferred method  Uses small amount of water + a dry chemical cleaning product  Powder binds to dirt and is vacuumed away

30. Foundations of Real Estate Management Module 4: Building Operations II 30 ® Methods of Carpet Cleaning Extraction  Preferred for restorative cleaning  Carpet is wet, and water/dirt is removed by a heavy duty vacuum (often truck mounted)  Recommended by manufacturers no more than once a year  Carpet wet longer – can lead to slip and falls

31. Foundations of Real Estate Management Module 4: Building Operations II 31 ® Methods of Carpet Cleaning Low Moisture Encapsulation  Chemical encapsulates the dirt and is vacuumed away  Pile is lifted as it is cleaned  “Green” cleaning method  No VOCs  Low energy use  Low water use