A monthly agreement that covers your plant, your fire systems and the call-outs in between. Every planned visit is on the calendar before the year starts, and every job closes with a sheet your engineer signs.
Example year plan · illustrative frequencies
| Asset group | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ChillersRoof plant | ||||||||||||
| AHUs and fan coilsPlant and guest rooms | ||||||||||||
| PumpsChilled water, booster, transfer | ||||||||||||
| LV switchboard and generatorBasement | ||||||||||||
| Fire alarm and sprinklersDiesel fire pump run weekly by the hotel's shift technician; logs checked by us monthly | ||||||||||||
| Water tanks and hot waterTanks, boosters, calorifiers |
Reactive maintenance · how a call-out is logged and closed
Your team reports the fault by phone or message to our duty contact and gets a reference number straight away.
The priority is set with your duty engineer, using the categories written into the contract.
A technician or specialist attends within the response time agreed for that priority.
Fixed on the spot, or made safe with a dated plan for the permanent repair and any parts.
Closed only when your duty engineer signs the job sheet. It appears in the monthly report with the time it took.
| Priority (example categories) | Acknowledge | On site | Made safe | Permanent fix | Cover |
|---|---|---|---|---|---|
| EmergencyA life-safety system out, or loss of cooling, power or water to guest floors | Agreed per site | Agreed per site | Agreed per site | Agreed per site | Agreed per site |
| UrgentA guest room out of order, or plant running without its standby | Agreed per site | Agreed per site | Agreed per site | Agreed per site | Agreed per site |
| RoutineAnything that can safely wait for the next planned visit | Agreed per site | Agreed per site | Agreed per site | Agreed per site | Agreed per site |
| Planned requestSmall works or changes the hotel asks for, booked into the plan | Agreed per site | Agreed per site | Not applicable | Agreed per site | Agreed per site |
Response and fix times for each priority are agreed in the contract. We don't publish standard numbers, because they depend on where the hotel is, the size of your in-house team and the cover you need.
The exact list is built from your asset register. These are the lines it usually contains.
Monthly, quarterly, semi-annual and annual visits on a fixed calendar, following the makers' manuals.
Faults logged, prioritised, attended and closed with a signed job sheet, with response times set in the contract.
Chillers, AHUs, fan coils and pumps: filters, coils, belts, condensate drains and controls. Condenser coils washed before summer, refrigerant leak checks and head-pressure logs, and chilled water treatment dosed and sampled.
Fire pump runs and logs, sprinklers, alarm and detection, voice evacuation, emergency lighting, with records kept the way Civil Defense asks for them. Fire system maintenance is carried out only by Civil Defense-licensed contractors, under our site management, so it counts toward your Salamah safety licence (رخصة السلامة).
Monthly generator runs on real load rather than idle starts, an annual load bank test, LV switchboard inspections and thermal imaging, distribution boards and lighting.
Lifts and escalators stay under the maker's or a licensed lift contractor, with their inspection certificates tracked. Guest technology and extra-low-voltage (ELV) systems (key cards, Wi-Fi, IPTV, CCTV), LPG and pool plant stay with their specialists. We bring their visits into one calendar and one monthly report, and keep the power and interfaces we look after working.
Legionella controls to the hotel's water management plan: hot water stored at 60 °C and every outlet reaching 50 °C within one minute, as the plan sets, monthly sentinel-tap temperature checks and sampling. Tank cleaning and disinfection, booster setpoint and pressure-reducing valves, sump pumps and drain jetting.
Typical situations
The in-house team is a few technicians and a night shift, and guest complaints eat every planned visit.
A conversion or upgrade has just been handed over, and the new plant has to be maintained to keep its warranty.
An operator or brand audit asks for PPM records the hotel can't produce.
Civil Defense asks for fire system maintenance records at renewal.
A maker's service contract is ending, and the hotel wants one agreement for all its plant.
A management company is preparing to open a hotel and needs maintenance in place from the first day.
How the engagement works
No one can maintain a building properly without an asset register. If you don't have one, building it is the first month's work.
Every asset tagged with a barcode or QR label in a location hierarchy (building, floor, room or plant room, system, asset), with make, model, serial, install date and condition score, and any existing defects listed before the agreement starts.
Your year plan, like the one above, built around occupancy and events.
Named contacts, call-out routes and permits agreed with your chief engineer.
Planned visits on the calendar, call-outs logged and closed with signed sheets.
A report and a meeting: what was done, what was found, what needs a decision.
| Asset register and defects list | Hotel chief engineer |
|---|---|
| Year plan | Chief engineer and general manager |
| Each planned visit and call-out | Duty engineer, on the job sheet |
| Monthly report | Chief engineer, copied to the owner if you ask |
A monthly fee for the scope in your asset register. What the fee includes (labour, consumables, parts, call-outs) and the response and fix times are written into the agreement before it starts.
What you receive
Brand audits, insurers and Civil Defense all ask the same question: show me it was done. These documents answer it, with the same codes as our full document register.
| Ref | Document | What's in it | When |
|---|---|---|---|
| CT-19 | Asset register | Every asset with its tag, location, make, age and condition, kept in your CAFM if you have one, or in a standard export your system can import. The register and the maintenance history belong to the hotel. | Month one |
| CT-20 | PPM year plan | The calendar of visits for your building, by asset group. | Month one, reviewed yearly |
| CT-21 | Signed job sheets | One per visit or call-out: what was checked, found and replaced. | Every job |
| CT-22 | Monthly maintenance reportView a sample | The KPIs defined below, the call-out log with times, open defects by age, parts used, and energy per occupied room where meters allow. | Monthly |
| CT-23 | Fire and life safety (FLS) and water safety records | Pump runs, alarm tests and inspections, kept for Civil Defense, with the water management plan and its Legionella monitoring log. | Ongoing |
| CT-24 | Lifecycle plan and CapEx forecast | Every major asset with its install year, expected service life adjusted for Riyadh duty, condition score, repair spend to date and a recommended replace-by year, rolled up into a five-year CapEx table for your budget cycle. | Yearly |
Each KPI is defined the same way every month, so bidders can be compared and performance tracked. The targets are agreed per site and written into the agreement.
| KPI | Definition | Target |
|---|---|---|
| PPM completion | Planned tasks done in their scheduled window, divided by tasks scheduled | Agreed per site |
| Statutory compliance | Fire, water-safety and electrical tasks done on time. Reported separately, never averaged into PPM completion | Agreed per site |
| Response and fix by priority | Call-outs attended, made safe and fixed within the times in the service-level table, per priority | Agreed per site |
| First-time fix rate | Call-outs closed on the first visit, divided by all call-outs | Agreed per site |
| Work-order ageing | Open work orders grouped by age: 0–7, 8–30 and over 30 days | Agreed per site |
| Repeat faults | The same asset failing twice within 30 days | Agreed per site |
| Asset downtime | Hours out of service for chillers, generators and pumps | Agreed per site |
| Rooms out of order | Room-nights lost to engineering faults | Agreed per site |
| Energy per occupied room | kWh per occupied room, compared against a baseline adjusted for cooling degree-days and occupied room-nights (ASHRAE Guideline 14); chiller-only and whole-plant kW/TR from the BMS trend, reported separately by outdoor-temperature band, where meters allow | Agreed per site |
They are agreed in the contract, priority by priority, once we know the hotel's location, its in-house cover and what it needs. We'd rather write down a time we can keep than advertise one.
Usually not. We work alongside them, take the planned and specialist work off their hands, and leave them free for guest requests. The split is written into the agreement.
Yes. The start-up survey records the condition of everything before the agreement begins, so existing defects are listed and priced separately rather than discovered later.
We keep to the warranty conditions, coordinate the maker's own visits where the warranty requires them, and log them in the same plan so nothing is done twice. Manufacturers' warranties are separate from any contractor's defects period, and the register lists them separately.
No. We work in your CAFM if you have one, with our technicians logging work orders against your asset IDs. If you don't, we keep the work-order log and give you the full history in a standard export (Excel or CSV). The asset register and the maintenance history belong to the hotel, and you get them in full if the agreement ends.
Every job sheet updates the asset's condition and repair spend. Once a year that history becomes the lifecycle plan and five-year CapEx forecast (CT-24), so the owner sees which plant is due for replacement before it fails, and where repair has stopped making sense.
Codes we work to
The Saudi regulations and standards behind this service, with what each covers and how we apply it.
Other services
Start with the asset register