We co-ordinate reactive and planned maintenance for 40,000 rooms in 600 hotels across the country. A team of 45 dedicated colleagues provide 24/7 support, prioritising jobs based on revenue risk and asking the right questions to send the correct engineer to the job to maximise first time fix rates.
Jobs are despatched to technicians employed by the customer, or a specialist sub-contractor. Alongside routine compliance PPMs (planned preventative maintenance tasks) such as emergency lighting and water hygiene, we coordinate reactive tasks in areas including:
"We have hit 0 non trading cabinets on numerous occasions since the commencement of the contract 16 months ago. We wanted to prove that it could also be done during the middle of summer when this does not typically happen. In addition, great teamwork between our field and the helpdesk teams has made this possible. My thanks go out to all those involved in making this happen."
Pieter Edzes, CBES | Home Bargains account manager
All maintenance activity passes through the Service Desk. Although availability can fluctuate throughout each day, we always have an up-to-the-minute picture, to manage reputation and revenue risk.
Our Service Desk teams are embedded within the customer's team and culture, and have built a great relationship with the customer's maintenance and delivery teams to keep hotels running smoothly.