Urgent Maintenance Request

Purpose: 

The urgent maintenance request system is designed to tackle any deficiencies directly affecting guest satisfaction, life, health and safety or the hotels operation, and will be responded to by Duty Engineer within 10 minutes.

All urgent maintenance requests are to be directed through either Housekeeping Office(in office hours), or via operator.

Procedure:

Note. Any guest who passes a maintenance request on to an employee of the Hotel, must be treated as a priority. The employee must note down the request, assure the guest of corrective action and pass the request either to Housekeeping Office or Operator.

Under any circumstances,any employee cannot tell a guest to contact  housekeepingoffice or reception directly for repairing matters.

Switchboard/Housekeeping

1. On receiving an urgent maintenance request, the Housekeeping coordinator or Switchboard operator, is to enter the name of the originator, the date, time, location and defect on to a three-part maintenance request form.  

2. Call the Duty Engineer, and inform him of the above information.

3. Keep the pink copy for his/her records and place the maintenance request on the designated area.(Drawer or Hook)

Duty Engineer

1. On receiving the message from either Housekeeping or Reception rectify the defect.

2. Contact the person who originally passed the request to the engineer and inform them the task has been completed.

Switchboard/Housekeeping

On receiving the message from the Duty Engineer confirming completion of the task, the coordinator or operator is to note the time of completion on the maintenance request.

Duty Engineer

1. If, for any reason the defect cannot be rectified immediately, resulting in a guest being dissatisfied with the Hotel's service, the Guest Care Manager or Manager on Duty is to informed of the problem immediately.

2. The end of each shift, the Duty Engineer should;

   1. Collect all urgent maintenance requests from the Housekeeping Office and Switchboard.

   2. Processes the requests according to the engineers request procedure.

   3. Gives the phone to the new Duty Engineer.