Maintenance issues come from everywhere. A guest calls about a running toilet. A housekeeper spots a cracked tile. The night auditor notices the ice machine on the third floor is down. At a lot of hotels, those get passed along by radio, a sticky note or a quick text, and some of them just disappear.
Why things get lost
- The report lives in one person's head or phone
- Nobody knows if maintenance actually saw it
- Issues reported overnight get forgotten by the day shift
- There's no way to tell what's still open without asking around
Every issue gets a ticket
The fix is boring but it works: every issue gets written down in one place, the same way. A ticket needs the room or area, a short description of the problem, who reported it and when. That's enough for maintenance to find it and start on it.
Only maintenance closes the ticket
It's tempting to let the front desk close a ticket when a guest stops complaining. But the guest might have just given up. The person who did the repair is the one who knows it's fixed, so they should be the one to close it. That keeps the open list honest.
Connect it to room status
Some issues mean a room shouldn't be sold until it's fixed. When a ticket takes a room out of order or out of service, the desk needs to see that, and see why. Otherwise a guest gets checked into a room with no hot water. (If you're not sure of the difference between the two, see our guide to room status codes.)
Look back at the history
Once tickets are logged, patterns show up. The same room keeps having AC trouble. The same ice machine breaks every month. That's useful when you're planning repairs or talking to an owner about replacing something.
How Room Warden handles it
In Room Warden, anyone with access can open a maintenance ticket from their phone. Maintenance sees it right away, and only the maintenance team can mark it resolved. Rooms blocked by a ticket show that on the front desk board, and closed tickets stay in the log.
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