There are two hotels at the Celtic Manor Resort, the luxurious five star Resort Hotel and the four star 19th century Manor House. Each hotel has its own style and atmosphere and between them they provide over 400 bedrooms. The resort includes three championship golf courses and hosts the Celtic Manor Wales Open. It will also provide the venue for the 2010 Ryder Cup.
The Celtic Manor complex is logistically challenging with over 1 million square feet covering 16 floors across four separate buildings. The person tasked with maintaining these facilities is Russell Phillips, Vice President of Facilities and Development.
When Phillips arrived at the resort in 2003 there was no computerised facilities management system. All maintenance calls were sent by email or telephone to the maintenance office and recorded manually. Inevitably there were times when calls were lost which was resulting in guest dissatisfaction and staff frustration. Individual engineers would pick up a job from the workshop and manage it from start to finish. That involved identifying the right stock item, selecting the stock from catalogues, ordering, progress-chasing, possibly managing sub-contractors and carrying out the repair. The result was that skilled engineers were spending around 50% of their time office-bound doing administrative tasks. Furthermore, engineers were also walking long distances from one issue to another, often responding to the loudest call.
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