GUESTROOM MAINTENANCE REQUESTS

Why is this task important for you and our guests?

Answers: 

1. I understand the importance of a proper procedure to put rooms out of order.

2. I can demonstrate my professionalism.

3. I know that rooms have to be put “O-O-O” for cleaning or repairs to keep them looking fresh.

STEPS	HOW/ STANDARDS
Finding a maintenance	Once an area or item within a guestroom is identified as damaged or requiring repair it must be reported immediately via the hotel maintenance request system through the housekeeping office or engineering office coordinator. Information and details to be recorded on any maintenance request include as follows: date, time, room number, status of the room, description of the maintenance problem, people name making the request.  It must also be noted if the guest is making the maintenance request. The office coordinator will record the information that has been relayed to them either in the; Maintenance Request, Housekeeping log book or maintenance computer system subject to the hotel standard. Maintenance requests of an urgent nature or when it has been requested by a guest must ensure that these are communicated to the engineering department as soon as the request is received, so the urgency and/or guest request can be attended to immediately.  Any guest maintenance requests must be attended to within 15 minutes of the time the initial person received the original request.  As soon as the maintenance task is completed this must also be communicated back to housekeeping so they are aware.  The housekeeping coordinator should followup with the engineering department after 30 minutes if they have not had any feedback from engineering or the technician.
Reporting maintenance	Engineering must record the time they receive the maintenance request if a logbook is used or input in the maintenance computer system so relevant timings can be recorded, as to once the job has been completed. If any maintenance request is reported to the housekeeping office coordinator then it must be relayed to the engineering department so the task can be allocated to a respective technician to complete the task.  If this is an occupied guestroom with the guest in the room then the technician will need to be advised of this, so the job can be identified as a priority.  Any guest maintenance requests must be attended to within 15 minutes of the time the initial person received the original request.
Repairing	When a technician arrives at the guestroom to complete the maintenance request they must enter the guestroom as per the standard operating procedure for ”Entering a guestroom”.  They must also place a “Room is in service” sign on the door when they are in the room to alert anyone who may try and enter the room. If the guestroom is occupied and the maintenance request cannot be repaired then the guest must be contacted by the Duty Manager or Housekeeper to advise them so a room move if necessary can be arranged.
After maintenance	After any repairs or works have been completed the maintenance technician must ensure the room is clean and free of any maintenance items, materials, tools or debris.  If the room is occupied and the maintenance request has been made by the guest/s a maintenance card to advise the repairs have been completed should also be placed on the desk within the guestroom upon completion of the work. The Engineering Department must report back to the housekeeping office of all fully completed repairs completed that day.  Should there be any repair to take longer than expected  then it is important the office is aware, as this information needs to be discussed between the housekeeping and front office departments so the specific room is not allocated for guest use and is placed out of order. During the day the housekeeping coordinator should be monitoring the maintenance requests list to ensure that they are all completed by the end of the day and if not then they are followed up with the engineering department as to when they will be completed so the relevant rooms can be assigned into out of order if necessary. After normal hours of operation when the housekeeping office is closed and/or housekeeping supervisor has finished their shift all maintenance requests should be directed to the switchboard operator who will in turn contact the engineer or technician on duty to coordinate the completion of the task.  The engineer or technician on duty must advise the switchboard operator once any tasks have been completed and report to the switchboard to sign off the completed jobs log during periods of time throughout the night. Any works completed during the evening or night needs to be validated between housekeeping and the engineering department the following morning as a cross-reference for any further followup. Any hotel preventative maintenance programs will be managed separately to a maintenance request, as there will be a plan in place for the rooms to be placed out of order over a schedule for the work to be completed.