Maintenance Request Workflow for Hospitality & Tourism

# Maintenance Request Workflow - Hospitality & Tourism

## Purpose
Deploy to ensure maintenance issues are resolved promptly with full traceability and prioritisation based on urgency.

## When to Use
A workflow for logging, triaging, assigning, and tracking maintenance requests for equipment, facilities, or property.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your hospitality & tourism business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (Asana or Slack)

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## Maintenance Request Workflow

### Trigger
Team member, tenant, or guest identifies a maintenance issue that requires attention.

### Steps

**Step 1: Submit Maintenance Request** (Owner: Person who identified the issue) - Immediately
Submit a maintenance request via the online form or Slack command. Include: location, description of the issue, urgency level (Emergency, Urgent, Routine), photos if possible, and any safety concerns. For emergencies, also call the Facilities Manager directly.
- Tool: Slack (#maintenance-requests channel) or online form
- Output: Request logged with details and photos

**Step 2: Auto-Triage and Create Task** (Owner: Automated via Zapier) - Immediate
Zapier automatically creates a task in Asana under the Maintenance project. The task is tagged with the urgency level and assigned to the Facilities Manager for triage. Emergency requests trigger an immediate Slack notification and SMS.
- Tool: Zapier + Asana
- Output: Maintenance task created and routed

**Step 3: Triage and Prioritise** (Owner: Facilities Manager) - Emergency: 15 min, Urgent: 2 hours, Routine: 24 hours
Review the request. Confirm the urgency classification. Assess whether the issue requires an internal fix or an external contractor. Estimate the resolution timeframe and update the Asana task.
- Tool: Asana
- Output: Task prioritised with estimated resolution time

> Decision Point: If the issue is a safety hazard, immediately restrict access to the area and notify all affected people. If external contractor is needed, proceed to Step 4a. If it can be handled internally, proceed to Step 4b.

**Step 4a: Engage External Contractor** (Owner: Facilities Manager) - Within timeframe per urgency
Contact the preferred contractor from the approved supplier list. Provide the issue details and schedule the repair. Confirm the quote if it exceeds the pre-approved threshold.
- Tool: Phone/Email + Asana (update task)
- Output: Contractor engaged, visit scheduled

**Step 4b: Assign Internal Resource** (Owner: Facilities Manager) - Within timeframe per urgency
Assign the task to the appropriate internal maintenance person in Asana. Provide all details and set the due date. Notify via Slack.
- Tool: Asana + Slack
- Output: Internal resource assigned and notified

**Step 5: Complete the Repair** (Owner: Assigned technician or contractor) - Per scheduled timeframe
Carry out the repair or maintenance work. Take before and after photos where applicable. Note any parts used or additional issues discovered.
- Tool: On-site work + Asana (update notes)
- Output: Repair completed, notes and photos added to task

**Step 6: Verify Resolution** (Owner: Facilities Manager) - Within 4 hours of completion
Inspect the completed work (in person or via photos). Confirm the issue is fully resolved. If work is unsatisfactory, reopen the task and request corrections.
- Tool: Asana
- Output: Work verified and accepted, or corrections requested

**Step 7: Notify Requester** (Owner: Facilities Manager or Automated) - Upon verification
Notify the person who submitted the request that the issue has been resolved. Ask them to confirm satisfaction. Close the Asana task.
- Tool: Slack + Asana
- Output: Requester notified, task closed

**Step 8: Record and Report** (Owner: Facilities Manager) - Weekly
Compile maintenance metrics: number of requests, average resolution time, cost, and recurring issues. Identify patterns that suggest preventive maintenance is needed. Report to management monthly.
- Tool: Asana (reports) + Notion
- Output: Maintenance metrics tracked, patterns identified

### Completion Criteria
- [ ] Request logged with full details and photos
- [ ] Issue triaged and prioritised within SLA timeframe
- [ ] Repair completed and verified
- [ ] Requester notified and satisfied
- [ ] Task closed with documentation

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**Complexity:** simple | **Setup time:** 10 minutes | **Tools:** Asana, Slack, Zapier

Note: This template has been tailored for hospitality & tourism businesses in Australia. Adjust terminology and compliance references to match your specific context.