Hospitality Engineers: Secrets to Successful Collaboration in a Hotel. Ivan Pulukchu

and Fast Communication

      Instead of passing requests through multiple layers, it’s helpful to establish a direct communication channel between engineers and the front desk. This could be a dedicated messenger app or a simple request form that clearly outlines the nature of the problem.

      2. Unified Workflow Standards

      For example, if a guest has issues with equipment in the room, both the front desk and engineering teams should follow a common algorithm of actions – from logging the request to reporting the resolution. This avoids confusion and unnecessary delays.

      3. Mutual Training

      Engineers can conduct short training sessions for front desk staff, explaining common issues that can be easily resolved without their intervention. For example, how to restart a TV or check if the thermostat is on.

      In turn, front desk employees can explain how requests come in and how they handle guest complaints when an issue can’t be resolved immediately.

      4. Personal Responsibility

      It’s useful to designate a responsible engineer for each shift who will coordinate all requests and maintain communication with the front desk. This speeds up the problem-solving process and simplifies communication.

      How This Helps the Guest

      When the engineering department and the front desk work as one cohesive unit, the guest feels it. There are no gaps in communication, no need to repeat complaints twice. Moreover, the guest feels that their problem is a priority for everyone.

      Example: If an engineer is fixing an issue in the room, a front desk employee might offer the guest a cup of coffee in the lobby or temporarily move them to another room. Attention to detail makes the service unforgettable, and it is precisely this smooth interaction between departments that creates such moments.

      Evaluating the Results

      Success can be measured by reduced response times, positive guest reviews, and the absence of recurring complaints. But the main indicator is the smile on the guest’s face and their desire to return.

      When the front desk and engineering department work hand in hand, the hotel becomes a well-oiled machine where every bolt is in its place. And the guest may not even realize how much effort has gone into ensuring their peaceful stay. And that’s beautiful.

      Chapter 2: Engineers and the Housekeeping Department

      At first glance, it may seem that engineers and housekeeping staff operate in completely different spheres. However, in reality, their collaboration is a crucial mechanism that ensures guest comfort and safety. This «behind-the-scenes» teamwork helps the hotel shine like a diamond and function like a Swiss watch.

      How Are Cleaning and Engineering Connected?

      Imagine a housekeeper enters a room to prepare it for a new guest. She notices that the faucet is leaking, the air conditioner is making noise, and the bathroom light bulb has burned out. The guest hasn’t even arrived yet, but their first impression could already be spoiled if these issues aren’t resolved in time. This is where the engineers step in.

      Engineers are the ones who help maintain equipment and systems in perfect condition, allowing housekeepers to focus on creating an atmosphere of coziness. They are like partners in a behind-the-scenes dance, where every step is coordinated for the common goal.

      Stories from Real Life

      Once, during the height of wedding season at a hotel, the staff encountered an unusual problem. Housekeepers began complaining about a persistent smell in some rooms. At first glance, the cause was unclear: the rooms looked perfect, but guest complaints were inevitable.