Work Request System

Standard :

Guest room must always be in good working order, HSKP staff and supervisor must report and send the job order to Maintenance Dept. for timely repair. Expected arrival rooms, occupied rooms, clean vacant rooms, etc., must be in good working order, except out of order rooms.

Purpose :

The Work Request system provides written communication to the Maintenance Dept. concerning maintained and repaired items in the hotel.

Policy :

The system allows the Maintenance Dept. to schedule and delegate work assignment. In addition, this system also allows Chief Engineer to follow the completion of maintenance work in the hotel.
Finally, this system gives us a tracking copy so we know what work has been assigned, when it was completed and what items are still to be scheduled and completed.

Procedures :

1. This system is based on a two-copies Work Request Form.

2. The Work Request Form is submitted to Maintenance Dept. with all necessary information, including an exact description of the location and nature of the problem. One copy of Work Request Form is kept by Maintenance Dept. and the other by the Dept. concerned. Information of the maintenance job has to be instructed clearly with the description of work, location, issuing date, if urgent or if any new installation needs to be added.

3. The HSKP Dept is responsible for reporting maintenance deficiency in guestrooms, public areas and employee areas.

4. The HSKP Dept. should follow Work Request Form submitted to the Maintenance Dept. This helps to limit the number of duplicate work request and the Dept. knows when the work is completed.

5. When the work is completed, Maintenance Dept. returns the copy of Work Request Form to Dept. concerned.

6. Discuss with Chief Engineer about the status of a particular work request that has not been completed. The availability of room by the completion of maintenance must be coordinated with Engineering Dept.

Upon completion, the person initiating the work order should double check the work to ensure that the tasks has been performed appropriately.

Maintenance Request Form in La Residence Hotel & Spa

Maintenance Request Forms are always on the desk of HK office. Prepare a log book to follow and recheck if the maintenance task completed or not.
Send Maintenance Dept. the Request Form or call directly if it is necessary.
Maintenance Request Form should include time and date.
Write clearly location or room number, what equipment needs to be repaired.
If it is urgent, mark on the order “Urgent please “.
Send the Request Form to maintenance work shop.
Record each request in the log book.
Supervisor rechecks how the repairing work is going on.
If the room repairing has been finished, supervisor should assign R/A to clean the room.
If maintenance staff takes long time to repair the occupied room and the repairing task is difficult, they must say sorry to guest, report to manager and transfer the room for guest if necessary.
Supervisor informs HK clerk to record in the log-book each maintenance job order status:

- Complete.

- Not yet: fill the reason from maintenance and follow with maintenance to complete the job as soon as possible.

- If some equipment is heavily broken and need to wait for replacement, report must be sent to manager for a solution and keep the room out of order status.