Work order management is the backbone of an eSective engineering department. It directly impacts guest satisfaction, operational eSiciency, and team accountability. Mastering work orders means more than completing tasks requires tracking, prioritizing, communicating, and following up until full resolution. This chapter outlines how to eSectively manage systems such as GXP, BOT, Transcendent and other work order systems to ensure no issue is missed and all work is completed to standard. Key Responsibilities & Expectations • Review all open work orders daily (GXP, BOT, Transcendent) • Prioritize guest-impact and safety-related issues first • Ensure no work order remains open without clear status or plan
• Follow up on all work orders exceeding 24 hours • Maintain accurate and detailed documentation
• Communicate status updates with leadership and departments • Hold team members accountable for completion and quality
Detailed Responsibilities 1. Daily Work Order Review
Every day begins with reviewing all systems: • GXP – Guest-related service requests • BOT/Work order app (if applicable) – Real-time operational tasks • Transcendent – Internal engineering work orders and PMs Review for: • Open work orders – read the notes from the engineer • Aging tickets – For example: Must be closed within 7days max. • Repeat issues – For example: clogged drain from the same room, HVAC issue from the same room etc.… • Guest-impact items – HVAC, TV, Phone and water issues This ensures full visibility of department workload. 2. Prioritization of Work Orders
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