How to Digitise Hotel Housekeeping and Maintenance Tracking

Every room a hotel cannot sell is lost revenue, and there are two common reasons a room cannot be sold: cleaning that is not finished and a fault that is not fixed. Paper lists, radios and chat groups can run both jobs but cannot measure them. This guide explains how to turn housekeeping tasks and fault reports into a flow that is photo-based, time-bound and reportable.

How is a housekeeping task defined?

Each task is a record linked to a room: room, date, task type (checkout clean, daily service, deep clean, arrival preparation), assignee, priority (high, normal, low), notes and a done flag. Housekeepers see their list in the mobile app and tick the room off when finished. Reception sees at the same moment which rooms are ready, without calling the housekeeping supervisor.

Which steps does a fault report go through?

In Tenderely BPM’s hotel solution the fault flow is: 1) The fault is reported — with room, location, fault type (electrical, plumbing, air conditioning/heating, furniture, TV/electronics, other), priority, description and photo. 2) A technician is assigned. 3) The fault is fixed — 1-day deadline. 4) Room check — confirming the room is really ready to sell. 5) The fault is closed. Housekeepers report a fault with a photo from their phone the moment they see it, so the technician knows what to expect before arriving.

Why define priority as “room cannot be sold”?

Fault priority includes the option “Urgent (room cannot be sold)”. It defines priority by business impact rather than a technical grade: a broken drawer and a dead air conditioner do not wait in the same queue. Dashboards can show out-of-order rooms separately, and management sees the size of the loss every day.

Cost and repeating faults

Each fault record keeps the work done and the material cost. After a few months you can report which fault type repeats most in which room and what maintenance has cost. An air conditioner that fails in the same room every month is the data behind a replace-rather-than-repair decision.

The link to guest satisfaction

The hotel solution also includes a guest satisfaction form. Seeing low scores next to the fault and cleaning records opened for that room that week lets you identify the cause of a complaint instead of guessing it. Reservation, extra charge, payment and expense forms are part of the same solution, and all of them remain editable after installation.

Common mistakes in hotels

1) Reporting faults verbally: a fault mentioned at reception is lost at shift change. 2) Reporting without a photo: the technician goes without the right parts and has to go twice. 3) Skipping the post-repair check: a room marked “fixed” is given to a guest, and if the problem persists a complaint and a room move follow. 4) Treating all faults with the same priority: a fault that stops a room being sold waits in the same queue as a cosmetic flaw. 5) Not recording cost: the maintenance budget is guessed, and equipment that should be replaced is repaired for years.

Frequently Asked Questions