Embedded Files
I. Maintenance Request Form and Procedure
This is to accomplish for the purpose of requesting the Engineering Department or Building Maintenance Unit to do repair or trouble shoot of defective facilities or amenities like TV, air con , leaking faucet, etc. The Shift Engineer shall assign a technician to check and validate the report and then submit status report to Housekeeping, see the form below.
This form shall be accomplished by the supervisor once he receives complaints or reports of defective items in guestrooms and in other parts of his assigned area.
The report should be acknowledged-received and signed by the secretary or whoever receives it at the Engineering Office.
If the Engineering section cannot immediately attend to the service request the Requesting supervisor should be informed immediately so that he could take appropriate action. If the defect is somewhat serious, the best action is to transfer the guest to another room. One can say, “Sir, I’m sorry for the inconvenience, if you like to transfer to another room, we have available rooms which is better than this room. . . . I will refer you to the Front Desk for the room you would like transfer. . . .
And if the defect is minor, the guest is advised to wait. One can say:
“Sir, we have forwarded a request for repair to our Engineering Office. Right now they are still attending to an urgent maintenance order and then they will attend to your room in a short while. Thank for bearing with us.”
The Front Desk then will call bell service to assign a bellboy who will assist the guest in the room transfer and give him a copy of the room change form together with the key to the new room.
If the choice room is vacant dirty the Front Office will inform the Housekeeping Department for them to schedule immediate room make up.
II. Role of the Shift Engineer in Maintenance Requests
The Shift Engineer plays a pivotal role in ensuring the timely and efficient resolution of maintenance requests. Their key responsibilities include:
Assigning Technicians: Upon receiving a maintenance request, the Shift Engineer must promptly assign a qualified technician to address the issue. This involves considering the nature of the problem, the technician's expertise, and the urgency of the request.
Monitoring Maintenance Activities: The Shift Engineer should actively monitor the progress of maintenance tasks. This may involve checking in with technicians, reviewing status reports, and visiting the site to assess the situation.
Ensuring Timely Resolution: The Shift Engineer must set clear timelines for the completion of maintenance tasks and ensure that these deadlines are met. They may need to escalate issues to higher authorities if necessary to expedite the resolution process.
Coordinating with Housekeeping: The Shift Engineer must maintain open communication with the Housekeeping department to keep them informed about the status of maintenance requests. This ensures that Housekeeping can plan their cleaning and preparation activities accordingly.
Documenting Maintenance Activities: The Shift Engineer should ensure that all maintenance activities are properly documented. This includes recording the nature of the problem, the actions taken to resolve it, and the time taken to complete the task.
HKS 1.3.docx1.3.pptIII. Importance of Timely Maintenance Requests and Efficient Follow-up
Timely maintenance requests and efficient follow-up are crucial for maintaining the overall quality and functionality of a facility. The benefits of prompt action include:
Enhanced Guest Satisfaction: Timely resolution of maintenance issues directly contributes to guest satisfaction. Guests appreciate prompt service and comfortable accommodations.
Prevention of Further Damage: Ignoring or delaying maintenance issues can lead to more significant problems and increased costs. By addressing issues promptly, potential damage can be minimized.
Improved Operational Efficiency: Well-maintained facilities operate more efficiently and require less downtime. This translates to cost savings and improved productivity.
Reduced Downtime and Associated Costs: Timely maintenance can prevent equipment failures and disruptions to services. This helps minimize downtime and associated costs, such as lost revenue and customer dissatisfaction.
To ensure efficient maintenance, the following best practices can be implemented:
Clear and Concise Reporting: Maintenance requests should be reported clearly and concisely, including specific details about the problem and its location.
Prompt Acknowledgment and Assignment: Maintenance requests should be acknowledged promptly, and tasks should be assigned to qualified technicians.
Regular Follow-up and Communication: Regular follow-up is essential to ensure that maintenance tasks are progressing as planned. Effective communication between the Shift Engineer, technicians, and Housekeeping is crucial.
Accurate Documentation: All maintenance activities should be accurately documented, including the date, time, technician's name, problem description, solution, and any relevant photos or diagrams.
Page updated
Google Sites
Report abuse