What went wrong, where, and who is dealing with it
In a hotel, problems are noticed by whoever is nearby: a leaking pipe, a door that will not lock, a guest unhappy about noise. Sidrahoc records a reported problem as an incident with its place and severity, keeps it open until it is resolved, and gives the technical work its own area for the maintenance team.
A problem mentioned in passing is easily lost
Many problems are passed on by word of mouth: a room attendant tells the housekeeping lead, the front desk calls a technician, a guest mentions it at check-out. Every handover is a chance for details to change or for the problem to drop out of sight, often at the end of a shift.
Noticed, but not passed on
Someone sees the problem, means to mention it, and then something else comes up.
Passed on, but not taken on
The message reaches a department, but nobody is clearly responsible for following it up.
Fixed, but nobody knows
The repair is done, while the front desk and management are still waiting to hear if the room can be used again.
An incident and a repair are two different things
Sidrahoc keeps incidents and maintenance as separate areas, because they answer different questions.
Incident
Something has gone wrong
An incident records what happened, where, how serious it is and who is following it up. It is about the problem itself, even when nothing needs repairing.
For example
- Water coming through a bathroom ceiling
- A guest complaint about noise at night
- A room door that does not lock
Maintenance
Technical work has to be done
Maintenance holds the technical work: what has to be repaired or checked, who is doing it and how far it has got. It is about the work, and much of it starts without any incident.
For example
- Repairing a shower that leaks
- Replacing a light in a corridor
- Checking an air-conditioning unit
Some incidents need technical work and many do not: a noise complaint needs a conversation, not a technician. When an incident does need a repair, the repair is created as separate technical work for the maintenance team, with its own owner and status, while the incident stays with the person following up the problem.
Incidents
An incident stays in view until it is resolved
Each incident carries its place, its severity and the person following it up, and it stays open in Sidrahoc until it is resolved. The next shift starts from what is on record, not from what someone remembers.
Where the problem is noticed
Mobile App- Reported on the spot
- A problem can be reported in the Mobile App close to where it was noticed, with its category, the place, the severity and a short description. At the desk, it can be recorded in the Web Dashboard as well.
- Responsibility now or later
- The report can name the person who will follow it up, or leave that decision to a lead.
Where it is followed up
Web Dashboard- Open incidents in one list
- The Web Dashboard lists the hotel's incidents with their place, severity, status and the person responsible, and keeps open incidents apart from closed ones.
- Nobody responsible yet
- Incidents that nobody has taken on stand out, so a lead can see what still needs an owner.
- The incident and its history
- Opening an incident shows its status, its severity, who is responsible and what has happened to it so far.
Maintenance
Technical work with an owner and a visible status
Each piece of technical work has its place, a priority, a due time and the technician doing it. The engineering lead coordinates it at the desk, and the technicians carry it out in the building.
Coordinated at the desk
Web Dashboard- The technical work in one list
- The Maintenance page lists open technical work with its status, its priority and who is doing it, so it is clear what is in progress and what nobody has been given yet.
- Finished work waits for a check
- When a technician reports a job as finished, it is listed separately until a lead has checked it.
Carried out in the building
Mobile App- The technician's own work
- In the Mobile App, a technician starts from the technical work: each job with its priority and the person it is assigned to.
- Status as the work moves on
- Opening a job shows its due time and its history. The technician starts it, marks it as waiting when it cannot continue, and reports it as finished.
A leak in room 512, and who takes care of what
An example in a fictional hotel: one problem, an incident for the people following it up, and technical work for the people repairing it.
Example scenario with fictional details. How it runs in your hotel depends on how Sidrahoc is configured for you.
- Noticed
Housekeeping lead
On the morning round, the housekeeping lead finds water dripping from the bathroom ceiling in room 512 and reports it in the Mobile App: maintenance, room 512, high severity and a short description.
- Taken on
Duty manager
The duty manager sees the new incident with nobody responsible yet, takes it on and records that it blocks room 512. The front desk is told not to give the room to a guest.
- Created
Engineering lead
The engineering lead creates the repair as technical work for a technician, for room 512 and with a high priority.
- Repaired
Technician
The technician opens the job in the Mobile App, starts it, marks it as waiting while the ceiling dries, and reports it as finished once the repair is done.
- Resolved
Duty manager
The engineering lead checks the finished work. The duty manager then resolves the incident and agrees with housekeeping when room 512 goes back into use.
How incidents and maintenance connect to the rest of Sidrahoc
Technical work is a task like any other in Sidrahoc, with an owner, a place, a priority and a status. Active critical incidents also appear in the overview of the Web Dashboard, and period reports include the incidents their figures draw on.
For management, this means knowing which problems are still open and where technical work is waiting, without collecting it from each department by phone.
Questions about incidents and maintenance
What is the difference between an incident and a maintenance job?
An incident is the record of a problem: what happened, where, how serious it is and who follows it up. A maintenance job is technical work: what has to be repaired or checked, and who is doing it. A guest complaint can be an incident without any repair, and a light that needs replacing can be a maintenance job without any incident.
Does every incident lead to maintenance work?
No. Many incidents need no technical work at all. When one does, the repair is created as separate technical work for the maintenance team, with its own owner and status, and the incident stays open until the problem is resolved.
Does Sidrahoc replace a maintenance management system?
No. Sidrahoc keeps the day-to-day technical work visible next to the rest of the hotel operation: who is working on what, and what is still open. It does not keep an asset register, a spare-parts store or contractor records.
What happens to the room when an incident affects it?
The person handling the incident can record that it blocks the room, and the list of incidents shows it. Your PMS stays the system for reservations and stays.
Where do we start?
We usually recommend starting with housekeeping or maintenance, one area at a time. In a demo we show how an incident and its repair would run with your departments.
See how a problem and its repair would run in your hotel
In a focused walkthrough we report a problem in the Mobile App, follow it in the Web Dashboard and set up the repair as technical work for the technical team, with the departments your hotel would use.
Book a demo