Work Order Management

PURPOSE.

A formal work order system provides an information network

incorporating inputs and outputs for all the various phases of the
maintenance program.

A work order is not just a task description. In a properly configured

hotel facility work order system, each work order is a structured data
record that links a physical asset, a maintenance event, a technician, a
time stamp, and a resolution status. Every field has a purpose — and
every field that is missing is a gap in your maintenance intelligence.

SCOPE.

The work order system and its procedures provide a uniform means of
information flow for requesting, planning, scheduling, controlling,
recording, and analyzing the performance of all the work done by the
maintenance department. The work order form serves as the vehicle
for communicating information related to specific work requested for
maintenance.

More specifically, the work order system provides the Chief Engineer
with full visibility, operational control, performance tracking, and
documented accountability for all maintenance activities across the
property.

● A single common means of transmitting requests for services by the

maintenance department that increases the probability that the
information needed by the maintenance department to perform the
work will be included in the order.

● A means whereby all work requested may be screened and analyzed

to ensure that it is needed.

● A means whereby most work can be preplanned and estimated as to

time, methods, and materials to further ensure optimum performance.

● A means of controlling the work going to the various maintenance

groups through the scheduling procedure, to assure that the most
important work is performed first.

● A means whereby management can track performance relative to

time, cost, and materials used for specific work that was requested.
All too often, verbal work orders result in performance of
unimportant, unauthorized, unnecessary, and even unwanted work. To
reduce the possibility of this happening, it is essential that all requests
for maintenance services be submitted in writing on the work order
form. Requests for service may be initiated by maintenance or
production personnel desiring to have work performed. The work order
is the basic authorization for performance of maintenance work and,
together with the “planning package,” will produce an accurate
account of individual maintenance jobs. It may be used as a reference
for similar jobs in the future.

Anatomy of a Complete Hotel Work Order

Every work order must include six data categories below — creating a
full maintenance record per asset.:

- Work Order
A document that instructs the maintenance person in what is to be
done. It identifies crafts, if appropriate; materials; special tools; critical
times; and provides other necessary information to accomplish the job.
If complete information is not provided, the document is a work
request.

- Asset ID & Location

Named asset (e.g. "HVAC Unit — Room 412"), floor, building,
equipment and asset tag number

- Request Source & Times

Origin channel (guest, housekeeping, front office, kitchen, laundry or
any other hotel department), submission time, and reported fault
description.

- Priority & SLA Target

Criticality level (guest-impacting, safety, routine, preventive) and
response time target.

- Assigned Technician
Named technician

- Parts & Laboure Log

Materials used, quantities, time on-site, and any follow-up parts
ordered — creates a true cost record per repair event and feeds asset
lifecycle analysis

- Resolution & Sign-Off

Completion notes, photo documentation, technician sign-off, and
supervisor verification — the closed-loop record that confirms the fault
was resolved, not just assigned.

Work Order Procedure

Objective: The objective of the Work Order Procedure is to ensure

that all maintenance tasks are promptly addressed to maintain the
smooth operation of the hotel. This process helps prevent breakdowns,
prolongs the life of assets, and ensures a safe and comfortable
environment for both guests and staff.

Procedure Steps:

1. Maintenance Identification

 Identify Need for Maintenance:

o Hotel staff, department heads, or guests may notice
maintenance issues that require attention, such as a
malfunctioning HVAC unit, a leaky faucet, or a
malfunctioning elevator.
o Maintenance needs can be identified during regular
checks, operational activities, or through feedback from
guests and staff.

2. Maintenance Request Submission

 Request Creation:
o Once the need for maintenance is identified, the staff
member must submit a maintenance request.
o The request can be submitted through a designated
platform (such as a maintenance management software
system, an online form, or a physical request form).
 Required Information in the Request:
o Department/Location where maintenance is required (e.g.,
guest room 204, kitchen, pool area).
o Description of the issue, including any relevant details
such as the type of equipment, symptoms of malfunction,
or severity of the issue.
o Urgency level (e.g., urgent, high priority, or routine).
 o Date and time of request submission.
o Contact details of the requesting person.

3. Request Review and Prioritization

 Initial Assessment:
o The maintenance supervisor or responsible person reviews
the submitted request.
o If the issue is critical, such as a water leak or electrical
problem, the maintenance team will prioritize it and
respond immediately.
o Routine issues (e.g., light bulb replacement or minor
repairs) are categorized based on urgency and scheduled
for the next available maintenance slot.
 Prioritization Criteria:
o Urgent: Immediate attention required to prevent further
damage or hazards (e.g., water leaks, electrical
malfunctions, broken lift).
o High Priority: Affects guest experience but does not pose
immediate danger (e.g., AC not working in a guest room).
o Routine: Regular maintenance tasks that can be handled
during normal working hours or as part of scheduled tasks
(e.g., painting, fixture repairs).

Priority Work Order Response Resolution

Code Impact
Level Status Time Time
Resolution
or
Immediate
Safety risk or complete temporary
Emergency / Critical attendance
E1 failure of an essential safe
Critical Emergency within 30
service solution
minutes
within 2–4
hours
Significant impact on Resolution
E2 Urgent Urgent guest experience or Within 1 hour within 24
hotel operations hours
Resolution
Limited and non- Within 4–8
E3 Routine Routine within 72
urgent impact hours
hours
Completed
As per
Preventive Preventive Pre-scheduled within the
PM scheduled
Maintenance Maintenance maintenance activities scheduled
plan
period
PRJ/ Project (PRJ)/ Projects & Non-urgent upgrades As per project As per
 approved
Improvemen
IMP Improvements or modification works schedule project
t (IMP)
timeline

4. Assignment to Maintenance Team

 Task Assignment:
o Once the request is reviewed and prioritized, the
supervisor assigns the task to an appropriate maintenance
technician or team.
o The technician receives details of the issue, including
location, severity, and necessary tools and equipment.

SCOPE:

The maintenance request system is designed to accomplish the

following functions:

o Standardization — to provide a unified system for speeding

up maintenance operations.
o Simplicity — to reduce verbal communication and
paperwork by using a standardized Maintenance Work
Order Form, through which requests are initiated,
assigned, executed, and reported without rewriting.
o Analysis — to provide a written record including request
date, problem type, location, assigned department, and
completion time.
o Approval — to provide a structured way for management
to review and approve maintenance requests.
o Planning — to allow clear visibility and evaluation of
backlog work.
o Control — to enable management to monitor maintenance
workflow, execution time, and efficiency of request
completion.
o Zero Defects — to improve quality by preventing issues
before they affect guests and detect them early.
The system consists of a Maintenance Work Order Form
printed in three copies:

o First Copy (Original Copy)

o Second Copy
o Third Copy

The form includes the following information:

o Request date
o Requester (department/person)
o Location of the problem
o Description of the problem
o Assigned department/person
o Completion time
o Time spent
o Technician remarks

POLICY:

o Maintenance work order forms are issued to personnel

designated by management to initiate maintenance
requests.
o All maintenance requests are recorded on the form, which
automatically produces three copies using NCR paper.
o The requester keeps the first copy for record purposes,
while the second and third copies are sent to the
maintenance department.
o For urgent requests, the Chief Engineer reviews and
prioritizes the requests, and assigns work through the
Work Request Board.
o Non-urgent requests are placed in the backlog section of
the same Work Request Board to be executed when time
becomes available after urgent tasks.
o The technician receives the work order; the second copy is
placed in the “In Progress” section on the board, while the
third copy is kept for field execution.
o The technician proceeds to the designated location and
performs the work, checking for any additional related
maintenance issues if found.
o Before leaving the site, the technician inspects the area for
other defects and records any remarks on the third copy if
immediate repair is not possible.
 o After completion, the technician returns to the
maintenance department, matches the second and third
copies, documents the work performed, and moves the
request to the “Completed” status on the Work Request
Board.
o If work cannot be completed, he writes an explanation on
the work order and places both copies on the “Not
Completed” section of the Work Order Board. If his
inspection revealed a maintenance deficiency he could not
correct, then both copies shall remain on the “Not
Completed” section of the Work Order Board.
o The Chief Engineer or assigned staff member reviews the
pending work orders and, once the work is completed,
sends the second copy back to the originator. The third
copy is filed in the Engineering Department records.
o If the problem is not solved, the responsible person obtains
the proper materials or manpower required to complete
the work and reissue the work order. In case spare parts
are pending delivery, the work order shall remain on the
“Backlog” section of the Work Order Board.

5. Documentation:

o Once the task is complete, the technician documents the

work done, including any parts replaced, the time spent,
and any additional follow-up required.
o A completion note is made on the request system, and the
request status is updated to “completed.”

6. Follow-Up and Verification

 Quality Control:
o The supervisor or person responsible may perform a
follow-up inspection to ensure the maintenance work was
completed to the required standard.
o If necessary, the requested party (department head or
staff member) should verify that the issue was fully
resolved and that the area is fully operational again.
 Feedback Collection:
o After the maintenance task is completed, feedback from
the requesting staff or department is collected to evaluate
the effectiveness and efficiency of the maintenance
process.
 o Any issues or concerns related to the maintenance request
may prompt a review or improvement of the process.
o Reporting and Record-Keeping
 Report Generation:
o All maintenance requests and activities are logged into the
hotel’s maintenance management system, creating a
historical record for future reference.
o This report can be used for tracking common maintenance
issues, predicting future needs, and maintaining
equipment performance data.
 Data Analysis:
o Periodic reviews of the maintenance request logs should
be conducted to identify recurring problems or areas for
improvement.
o Work order completion status is monitored through the
Work Order System and reported monthly to the
Area/Regional Chief Engineering as a key performance
indicator (KPI) as per the approved engineering standards.
o Regular audits of the maintenance activities should be
done to ensure timely resolution and to identify any
opportunities for preventative maintenance.

Evaluation OF THE MAINTENANCE Order SYSTEM

1. A written record is maintained for all maintenance requests

submitted to the Engineering Department.
2. The request originator retains the first copy of the work order,
while receiving the second copy as confirmation of work
completion.
3. The Engineering Department retains the third copy for record
purposes and workload evaluation.

a. To measure the effectiveness and productivity of maintenance

personnel.

b. To identify repetitive maintenance issues by location and type

of defect.

4. To identify backlog problem areas for proper planning and

manpower allocation.

Conclusion:
 The Work Order Procedure ensures that maintenance issues are
handled efficiently and effectively, contributing to the overall safety,
comfort, and operational efficiency of the hotel. By establishing clear
steps for identifying, submitting, reviewing, and addressing
maintenance requests, the hotel can reduce downtime, increase
customer satisfaction, and maintain a high standard of operations.

Work Order Priority Classification and

Escalation Matrix

Priority Required Escalation /

Description Responsible Person
Category Response Time Notification
Chief Engineer
must be informed
Any maintenance issue immediately.
affecting life safety, guest Regional/Area
safety, major operation Engineering
Emergenc Immediate Duty Engineer /
shutdown, fire alarm Director and
y Work response / within 5 Supervisor / Concerned
systems, flooding, Hotel
Order(E1) minutes Technician
electrical failure, gas leak, Management to
or critical equipment be informed in
breakdown. case of major
operational
impact.
Urgent Maintenance issues affect Within 15–30 Duty Engineer / Assigned Engineering
Work guest comfort, operational minutes Technician Supervisor and
Order(E2) continuity, or causing Chief Engineer to
service disruption but not be informed if not
classified as emergency. completed within
the required
 timeframe.
Follow-up by
Normal day-to-day
Routine Within 24 hours or Engineering
maintenance requests
Work according to Assigned Technician Supervisor
with no direct impact on
Order(E3) workload schedule through the Work
safety or hotel operation.
Order Board.
Preventiv Scheduled preventive
Chief Engineer
e maintenance activities for
According to Preventive Maintenance reviews
Maintenan equipment and facilities to
approved PM Team / Assigned completion status
ce Work avoid breakdowns and
schedule Technician through monthly
Order maintain asset
PM reports.
(PM) performance.
Approved planned works, Chief Engineer
Planned
renovations, shutdown and relevant
Project According to
activities, or replacement Project Engineer / department
Work approved project
projects requiring Engineering Team heads must be
Order timeline
coordination and informed before
(PRJ)
scheduling. commencement.
Approval and
progress review
by Chief Engineer
Improvem and Hotel
ent / Enhancement, upgrade, According to Management.
Engineering
Modificati energy-saving initiative, or approved Regional / Area
Management /
on Work operational improvement implementation Engineering
Specialized Contractor
Order(IMP work. plan Director to be
) informed for
major
modifications or
CAPEX projects.

Responsibilities & roles

 Activity / Action Coordination
Approval Authority Notification To
Function Owner With
Receiving Shift
Maintenanc Engineer /
Requesting Property GM for
e Request & Engineering Chief Engineer
Department critical cases(E1)
Opening Administrati
Work Order on
Recording
Engineering
Work Order IT / Admin when
Administrati Chief Engineer Shift Engineer
in System or required
on
Logbook
Assigning
Shift Department Property GM for(E1)
Work Order Chief Engineer
Engineer Head cases
Priority
Risk
Assessment Shift
& Safety Engineer / Chief Engineer Safety Officer Security Manager
Requiremen Supervisor
ts Review
Assigning
Work Order
Engineering
to Chief Engineer Shift Engineer Engineering Team
Supervisor
Concerned
Technician
Carrying
End User /
Out Engineering
Engineering Supervisor Concerned Shift Engineer
Maintenanc Technician
Department
e Work
Monitoring
Engineering Department Front Office if guest
Work Chief Engineer
Supervisor Head areas are affected
Progress
Requesting
Storekeeper Purchasing Finance Department
Spare Parts Chief Engineer
/ Supervisor Department when required
& Materials
Escalation Regional / Area
Shift
for Delayed Chief Engineer Engineering Property GM
Engineer
Work Orders when required
Shift Security /
Handling E1
Engineer / Safety / GM & Executive
Emergency Chief Engineer
Engineering Concerned Committee
Breakdown
Team Department
Testing
Engineering
Equipment Engineering Supervisor End User Shift Engineer
Technician
After Repair
Closing Engineering Chief Engineer Requesting Engineering Records
Work Order
After
Supervisor Department
Completion
Verification
Updating
Engineering
Records &
Administrati Chief Engineer Finance / Stores Property GM
Periodic
on
Reports
Reviewing
Repeated
Chief Regional / Area Executive
Breakdowns Property GM
Engineer Engineering Management
& Failure
Analysis