SOP – Engineering – Handling

Maintenance / Work Order

Request by Housekeeping
9 December 2023 by Augustine
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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?