SOP – Engineering – Handling Maintenance / Work Order Request by Housekeeping

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Standard Operating Procedure for Housekeeping Maintenance / Work Order

In any hospitality facility, it’s crucial to have a well-organized process for handling maintenance and work order requests. This is especially true when it comes to requests submitted by the housekeeping department.

To ensure that requests are handled efficiently, it’s important to establish a standard operating procedure (SOP) that outlines the steps involved in the process. The SOP should clearly define who is responsible for submitting requests, how requests are submitted, who is responsible for reviewing and prioritizing requests, and how requests are assigned to maintenance staff.

When it comes to requests submitted by housekeeping, it’s important to prioritize them appropriately. Housekeeping requests may involve issues that affect guest satisfaction and safety, such as broken fixtures or malfunctioning equipment. These requests should be given top priority to ensure that they are addressed as quickly as possible.

In addition to prioritizing requests, it’s also important to establish clear communication channels between housekeeping and maintenance staff. This can help to ensure that requests are handled efficiently and that any issues or concerns are addressed promptly.

Overall, having a well-defined SOP for handling maintenance and work order requests can help to ensure that requests are handled efficiently and that all departments are working together to maintain a safe and comfortable environment for guests and staff alike.

Handling Maintenance / Work Order Request Standard Procedure:

  • The purpose of this procedure is to ensure that all guest room-related maintenance issues are addressed before the guest’s arrival, Also to identify the backlog problem areas to plan and staff for them.
  •  Work orders can be generated using new systems like digital mobile devices, tablets, hotel management systems (HMS, PMS), etc. to submit work orders and record the status of all maintenance requests through computer software.
  •  These systems will provide current and historical details of all maintenance performed for any room using their sophisticated reporting tools.
  •  A fully automated system must be evaluated for practicality for the specific hotel.
  •  There is a written record of all maintenance requests made to the Engineering Department.
  •  The Engineering Department has a buff copy for their files and to evaluate the workload of the department.
  •  To measure the effectiveness of the maintenance employees.
  •  To isolate repetitive problem areas by location and type of problem.

Maintenance Requests by Phone or Hotel Software:

  • The Housekeeping Department will call the engineering desk with all room-related maintenance requests.
  •  The Housekeeping control desk attendant also entered the maintenance tasks into the Hotel Management System (PMS).
  •  The engineer will respond to the work order or maintenance requests within 15 minutes and facilitate repairs.
  •  The housekeeper will generate a written maintenance request to be handed to engineering by the end of the working day.
  •  The engineer who facilitated the work will set the maintenance request to be resolved.

Maintenance Request by Mobile App:

  • The Room Boy or Room Maid generates a new maintenance request from the Housekeeping mobile app.
  •  A photo of the maintenance issue along with the description is uploaded from the mobile or tablet.
  •  These issues are assigned to the maintenance staff and addressed accordingly.
  •  The Engineering Shift in charge separates the issues by type to enable the Maintenance Engineer to prioritize the work orders as necessary.
  •  Issues can be sorted by open, fixed, or cancelled, and the follow-up to the Ken Fixit.
  •  Completed issues are set as resolved by the engineering desk from the application dashboard. 

Training Summary questions:

  1. Why is it crucial for facilities to have a well-organized process for handling maintenance and work order requests?
  2. What is the role of a standard operating procedure (SOP) in the maintenance and work order request process, and what key elements should the SOP outline?
  3. Explain the importance of clearly defining responsibilities in the SOP, including who is responsible for submitting requests and how requests are submitted.
  4. Why is it necessary to establish a system for reviewing, prioritizing, and assigning maintenance requests, and who typically performs these tasks?
  5. In the context of requests submitted by the housekeeping department, what issues may be involved that require top priority, and why?
  6. How can prioritizing housekeeping requests contribute to guest satisfaction and safety in a facility?
  7. Besides prioritization, what is another crucial aspect that should be established between housekeeping and maintenance staff for efficient handling of requests?
  8. Explain the significance of clear communication channels between housekeeping and maintenance staff in the context of handling maintenance requests.
  9. What benefits can a well-defined SOP for handling maintenance and work order requests bring to a facility?
  10. In summary, how does the implementation of an SOP contribute to maintaining a safe and comfortable environment for both guests and staff in a facility?
SOP Number:  Hotel Engineering SOP – 26
Department: Engineering and Maintenance
Date Issued: 30–Mar-2018
Time to Train: 30 Minutes

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