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Mandarin Oriental - FMUK Magazine

Clik’s Five-Star Service

Alan Rushbrook has a vision. The Director of Technical Services at the prestigious 194-bedroom Mandarin Oriental Hyde Park hotel and the luxury apartments at One Hyde Park, in central London, wants to run a paperless operation. He hasn’t achieved it yet, but Clik’s business management software is helping him get there.

Alan’s role, overseeing the engineering facilities at the hotel and the 84 apartments, is a complex one, with 38 maintenance and engineering administration staff working in three different teams.

Mandarin Oriental

The software he’s using is Clik Service v4 and his plan is to roll this out across the organisation, perhaps even encouraging others within the global Mandarin Oriental Hotel Group to take it on. He’s clear about the benefits - improved customer service, better record-keeping and increased productivity. He is also using Clik Remote, which gives users instant, off-site access to information such as records and job sheets. He’d like to see this extended to the hotel side of the business for major plant maintenance. 

Crucial Record-Keeping

Alan says: “We keep records for each apartment and ensuring these are up-to-date is a crucial part of our management and maintenance program. There’s a lot of paperwork involved, with numerous different sheets which all have to be checked and signed.  We introduced maintenance packages at the apartments and we’re using Clik Service to manage these. The software has been designed for mobile engineers, so it fits well with our bronze, silver, and gold maintenance packages. Our plan is to extend it to cover quotations, job pricing, parts and stock levels, and eventually, we want to be able to upload all the data on to one central system.”

The Mandarin Oriental Hyde Park hotel is one of London’s finest and includes Dinner by Michelin-starred celebrity chef Heston Blumenthal and Bar Boulud by the equally starred Daniel Boulud. The Times described it as “the best new restaurant in the whole wide world”. There’s a ballroom with 24-carat gilding, fabulous chandeliers and panoramic views over Hyde Park, and the group boasts A-list celebrity clientele.

There’s also a lot going on. Work is underway on a 17 meter, stainless steel swimming pool for hotel residents, which is being constructed underneath One Hyde Park and is on schedule to open in spring 2013. A new gym and a spa extension are also under construction.

The link in all this is Alan. He liaises between the hotel, the project managers, trades teams, and consultants. He works closely with Chief Engineer, Gareth Steele-Drew, who is in charge of on-going maintenance at the hotel and Peter Caddy, the Chief Engineer in charge of One Hyde Park’s dedicated engineering department.

Alan first used Clik Service about 10 years ago in a previous facilities role. When he started at the Mandarin Oriental Hyde Park hotel in 2007 another software system was in place. He said staff had encountered problems and retreated to filling in job sheets and dockets manually. “When we started to offer the maintenance facilities for the apartments, it struck me that this matched exactly what I had been doing previously. So I was able to use the tools and techniques that had worked well before, and bring them to One Hyde Park.”

Best Practice

Next year the group’s chief engineers meet in China to discuss best practice options to ensure that apartment maintenance and construction meet the organisation’s exacting guidelines and standards. Alan says: “We are starting to see more Mandarin Oriental Hyde Park hotel managed and run apartments across the globe and we need to ensure that all the work comes up to our high standards. We will be discussing these issues at the meeting, looking at best practice and the best tools to achieve it. I’d like to encourage them to take a look at Clik Service.”

Key features of Clik Service v4 include: flexible scheduling and shared diary; sales and customer enquiry tracking; job management with full-service job sheets; tailored action lists and check lists; and comprehensive invoice processing. It’s easy to use and intuitive, and users can oversee large teams, track and manage multiple jobs, save time and improve efficiency.

“We’re constantly refining our processes,” Alan explains. “The software will help us to be more efficient and save us time. Currently, we’re setting up the system by manually inputting content but, once this is done, adding new information will be that much quicker. I’ve seen what happens when you go back to a manual service and it’s something to be avoided. It’s not the way forward.”

Alan is aiming to have Clik Service v4 fully populated by the end of March 2013.