OLOW Hotel ERP

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User Guide: Maintenance Staff ​

For: Maintenance Technicians and Engineering Staff Role: Maintenance Last Updated: January 27, 2026

Table of Contents ​

  1. Role Overview
  2. Ticket Management
  3. Executing Repairs
  4. Preventative Maintenance
  5. Troubleshooting

Role Overview ​

As a Maintenance Technician, you are responsible for the physical upkeep of the hotel. You receive Tickets from Housekeeping or Guests (e.g., "Broken AC", "Clogged Sink") and must resolve them within the Service Level Agreement (SLA).

Key Responsibilities ​

  • Response: Attending to reported faults swiftly.
  • Resolution: Fixing the issue permanently.
  • Reporting: Updating ticket status to keep the Front Desk informed.
  • Safety: Ensuring repairs comply with safety standards.

Module Access ​

  • ✅ Maintenance - Accept and updating tickets.
  • ✅ Inventory - Requesting spare parts.

Ticket Management ​

1. My Dashboard ​

When you log in, you see My Assigned Tickets.

  • Priority Codes:
    • 🔴 URGENT (2 Hours): Safety hazard or major guest impact (e.g., No Power, Flood).
    • 🟠 HIGH (8 Hours): Room unsellable (e.g., Broken AC, TV Dead).
    • 🟡 MEDIUM (24 Hours): Annoyance (e.g., Flickering bulb).
    • 🔵 LOW (72 Hours): Cosmetic (e.g., Scratched paint).

2. Accepting a Ticket ​

  1. Click on a Pending ticket.
  2. Review: Read the description ("Room 101 - Shower leaking").
  3. Accept: Click Start Work.
    • System: Status changes to In Progress.
    • Impact: Front Desk sees "Maintenance In Progress".

Executing Repairs ​

The Repair Workflow ​

  1. Diagnose: Go to the location. Assess the fault.
    • Safety: Lock out power if working on electrical.
  2. Parts Needed?:
    • If yes, go to Store to collect part (e.g., "Valve 2-inch").
    • Optional: Log part usage in the ticket (if feature enabled).
  3. Fix: Perform the repair.
  4. Test: Verify it works (Run the shower for 2 mins).
  5. Clean Up: Do not leave debris in a guest room.

Closing the Ticket ​

  1. Open the Ticket on mobile/tablet.
  2. Resolution: Select "Fixed" or "Replaced".
  3. Notes: "Replaced washer seal. Tested OK."
  4. Photo: (Recommended) Take a photo of the fixed item.
  5. Complete: Click Resolve Ticket.
    • System: Status changes to Resolved.
    • Housekeeping: Room status may flip to "Dirty" (requires cleaning) depending on config.

Preventative Maintenance ​

Not all work is reacting to breakage.

  • PPM Schedules: You may receive tickets titled "Monthly AC Filter Clean".
  • Process:
    1. Perform the standard check.
    2. If something is broken, create a new Child Ticket.
    3. Close the PPM ticket.

Troubleshooting ​

IssueSolution
Cannot Fix TodayIf waiting for a part, change status to Waiting for Parts and add a Note. This pauses the SLA timer.
Duplicate TicketIf Housekeeping reported the same AC twice, mark the second one as Duplicate and link to ID #123.
Room OccupiedIf guest refuses entry, Log "Guest Refused" in notes. Do not enter.
EscalationIf you can't fix it, assign to "Manager" or "Specialist Contractor".

TIP

Communication: The Front Desk cannot see what you are doing unless you update the ticket. A note saying "Waiting for drying paint" stops them from chasing you.