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Prisma / Apps / Maintenance App

Maintenance App

Every ticket tracked.
Nothing lost.

Maintenance requests go from "I think someone mentioned it" to a tracked ticket with a priority, an owner, and a deadline. Nothing falls through the cracks.

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08:12
Maintenance
The Grand Hotel
Good morning, Dave
3 Open 2 In Progress 12 Resolved Today
R.14 Emergency
Water leak from bathroom ceiling
Dave 8:02am
R.06 High
No hot water — guest reported
Dave 7:45am
R.08 Medium
Extractor fan rattling in bathroom
Mike Yesterday
Corridor Low
Scuff marks on 2nd floor wall
Unassigned Yesterday
R.22 Resolved
Radiator not heating
Dave Yesterday 4:30pm

The Problem

Maintenance runs on memory
and good intentions.

There's an email from three days ago about a dripping tap in Room 6. It was sent to the general hotel inbox on Monday morning. The manager saw it, meant to forward it to Dave in maintenance, and then a guest complaint came in and the email got buried. It's now Thursday. The tap is still dripping. The guest mentioned it again at breakfast. The manager says "I'll get someone on it today." Dave hears about it in passing. He says he'll look at it after lunch. He gets called to fix a stuck window in Room 15 instead. Friday morning, the tap is still dripping. The guest checks out and leaves a review: "Lovely hotel, but reported a leak on day one and nobody fixed it."

This is not a staffing problem. Dave is perfectly capable of fixing a dripping tap. It's a tracking problem. The request entered the system — if you can call an email inbox a system — and immediately started decaying. Nobody owned it. Nobody tracked it. Nobody knew whether it was done, in progress, or forgotten. The only escalation mechanism was the guest complaining again.

Now multiply this across a 30-room hotel. Loose door handle in Room 2. Flickering light in the corridor. Slow drain in Room 18. Radiator not heating in Room 22. Squeaky hinge on the fire door. Each of these is a small job — thirty minutes or less. But without a system to capture, assign, and track them, they pile up. Some get done. Some get mentioned and forgotten. Some only surface when a guest complains or a TripAdvisor review goes live.

The worst category is the urgent ticket that gets treated like a routine one. A guest reports water coming through the bathroom ceiling. The receptionist tells the manager. The manager sends a text to maintenance. Maintenance is dealing with something else and doesn't see the text for forty minutes. By then, the ceiling has a proper leak and the room below is affected too. What should have been a fifteen-minute response became an hour-long emergency — not because nobody cared, but because there was no system to flag it as urgent and make sure someone saw it immediately.

Then there's the problem nobody talks about: the maintenance person who fixes something and doesn't tell anyone. The door handle in Room 2 is tightened. But reception doesn't know, so they're still routing guests away from Room 2. Housekeeping doesn't know, so they're still flagging it on their rounds. The fix happened. The information didn't travel.

How It Works

A dedicated app for maintenance staff.

Runs on any phone. Shows each team member their assigned tickets, priorities, and parts inventory. No booking calendars. No revenue dashboards.

Ticket dashboard & lifecycle

Every maintenance ticket follows a clear path: Open, In Progress, Resolved. Each step is visible, timestamped, and assigned to a specific person. The dashboard is the single source of truth — if it's not on the dashboard, it hasn't been reported.

Full ticket details — room or location, description, priority, status, assigned engineer, and timestamps for every state change.

Resolution notes — "replaced washer, tap fixed" or "bulb changed, checked all corridor lights while there." The fix is documented, not just marked done.

Visible to everyone — the receptionist who reported it, the manager, the housekeeper who flagged it — all see the same live status.

Filter and search — view by priority, status, or location. Drill down to open HIGH and EMERGENCY tickets that need attention now.

08:35
Ticket Detail
#TK-0047 High
Location
Room 14
Description
No hot water. Guest reported at 8am. Checked neighbouring rooms — issue isolated to R.14.
Assigned to
Dave Mitchell
Status
Open
8:02am — reported by Reception
In Progress
8:18am — accepted by Dave
Resolved
Pending
Resolution notes
Mark Resolved

Auto-assignment & SLA monitoring

When a new ticket is created, the system assigns it to an available team member automatically based on workload. Every ticket has a clock — and when it ages beyond the expected resolution time, it's flagged as overdue and escalated.

Workload-based assignment — the person with the fewest active tickets gets the next one. No tickets sit in an unassigned queue.

Overdue escalation — LOW tickets flagged after two days, HIGH after four hours, EMERGENCY after thirty minutes. Aging tickets surface prominently.

Urgent notifications — EMERGENCY tickets trigger immediate push notifications. A flooding bathroom doesn't wait in a queue.

Manual reassignment — supervisors can move tickets between staff if someone is overloaded or a job needs specific skills.

09:15
Active Tickets
R.03 Emergency
Flooding — water from bathroom ceiling
Auto-assigned to Dave
R.06
Overdue High
Dripping tap — reported 3 days ago
Dave 72h elapsed
R.08 Medium
Extractor fan rattling in bathroom
Auto-assigned to Mike
Corridor Low
Scuff marks on 2nd floor wall
Auto-assigned to Dave

Room view

The room view shows every room in the property with its current maintenance status. Active tickets, recently completed work, and rooms out of service — all visible at a glance. Useful for both reactive and planned maintenance.

Property-wide picture — which rooms have active tickets, which are clear, which are out of service for repairs.

Spot patterns — the same room flagged repeatedly, the same floor with recurring plumbing issues. The data tells you where to investigate.

Planned maintenance — working through all radiators on the second floor? The room view shows what's done and what's outstanding.

10:20
Room View
R.01
1
R.02
R.03
R.04
R.05
2
R.06
R.07
1
R.08
R.09
R.10
R.11
1
R.12
No issues
Active ticket
Out of service

Parts inventory & low-stock alerts

Light bulbs, washers, fuses, door handles, sealant, batteries — the list varies by property but it's always long. The app tracks stock levels, logs usage as parts are used on jobs, and fires alerts before you run out.

Log usage on the job — replaced two light bulbs? Used a pack of washers? Log it from the ticket and stock levels update immediately.

Low-stock alerts — each item has a minimum threshold. When stock drops below it, the supervisor and manager are notified before the cupboard is empty.

Easy restocking — add new items or update quantities on the spot. Dave picks up a box of washers from the hardware shop, adds them in the app, done.

11:50
Parts Inventory
Light Bulbs (60W)
6 remaining · min 10
Low
Washers (assorted)
24 remaining · min 10
Door Handles
3 remaining · min 4
Low
Sealant (tubes)
8 remaining · min 3
AA Batteries
4 remaining · min 12
Low

In Practice

What your maintenance team sees

A typical morning shift on the Maintenance App.

A maintenance team member opens the app at the start of their shift. They enter their PIN — a 4-6 digit code, no email and password. The ticket dashboard shows their assigned tickets for the day.

Three tickets are open. The first is a HIGH priority: "No hot water in Room 14, guest reported at 8am." The second is MEDIUM: "Bathroom extractor fan rattling in Room 8, reported by housekeeping." The third is LOW: "Scuff marks on corridor wall, second floor."

They start with the hot water. They head to Room 14, identify the issue — the immersion thermostat has tripped — reset it, and test the taps. Hot water returns. They open the ticket in the app, add a note ("thermostat tripped, reset, hot water confirmed working"), and mark it Resolved. The timestamp reads 8:47am. The receptionist can see it's done. The manager can see it's done. Nobody needs to phone anyone.

Next, Room 8. The extractor fan needs a new motor. They don't have one in stock. They update the ticket status to In Progress and add a note: "Fan motor needs replacing, part to be ordered." The ticket stays open — visible, tracked, and honest about where it stands. Nobody will assume it's been fixed because nobody complained again.

Between jobs, they walk the first floor corridor and notice a ceiling light flickering. They tap "Report Issue" in the app, enter the location and description, set it to LOW priority, and submit. It's a ticket now — it'll be there tomorrow if they don't get to it today.

They check the parts inventory. Six standard light bulbs left, minimum threshold is ten. They make a note to pick up a box. The stock level is visible, so the supervisor can see it too.

At the end of the shift, the dashboard shows two tickets resolved, one in progress, and one new ticket created from their own rounds. Everything is recorded. Everything has a trail. The interface is practical — ticket list, ticket details, room view, parts inventory. No booking calendars. No guest profiles. No revenue charts. Maintenance staff see maintenance work — nothing else.

Connected to Everything

Every department feeds into one
maintenance system.

Reception App

A guest reports a problem at the front desk. The receptionist creates an issue report. It arrives as a maintenance ticket within seconds. When it's resolved, the receptionist can tell the guest it's sorted.

Housekeeping App

Housekeepers are in every room, every day. A cracked tile, a wobbly shelf, a window that sticks — they report it, and it becomes a maintenance ticket. They can see when it's picked up and resolved.

Guest Portal

A guest reports a broken light from their phone. No call to reception, no visit to the front desk. It becomes a maintenance ticket automatically — with priority, assignment, and full tracking.

Manager Dashboard

Open counts, in-progress counts, overdue items, and resolution times — all visible. The manager can spot patterns without attending every job. Room 22 with three plumbing tickets this month? Time to investigate.

Kitchen Dashboard

If kitchen equipment fails — an oven, a fridge, an extractor hood — the kitchen staff report it. The ticket appears in the Maintenance App with the kitchen as location. A broken commercial fridge gets flagged as HIGH or EMERGENCY.

Restaurant App

A broken chair, a flickering light over the dining area, a window that won't close. Restaurant staff report it, maintenance receives it, and the fix is tracked from report to resolution.

This is what replaces the email chain, the verbal mention, and the "I assumed someone else dealt with it." Every problem, from every department, enters one system. Every fix is tracked. Every resolution is visible to the person who reported it.

FAQ

Frequently Asked Questions

Yes. Guests can report issues through the Guest Portal — a browser-based interface that works on any phone, no app download required. When a guest reports a problem (leaky tap, broken light, heating issue), it becomes a maintenance ticket automatically with priority assignment and tracking. The guest doesn't need to phone reception or visit the front desk.
There are four priority levels: LOW (cosmetic issues, minor wear), MEDIUM (functional issues that don't prevent room use), HIGH (issues affecting guest comfort or safety), and EMERGENCY (flooding, electrical faults, anything requiring immediate response). Priority is set when the ticket is created — either by the person reporting the issue or automatically based on the type of problem. EMERGENCY tickets trigger immediate notifications and urgent assignment.
The system monitors ticket age against expected resolution times. Overdue tickets are flagged visibly on the dashboard and escalated to the maintenance supervisor and hotel manager. The ticket moves to the top of the queue and stays flagged until it's resolved or manually acknowledged. Nothing goes quiet — the system keeps surfacing unresolved work.
Yes. The Maintenance App includes a parts inventory with stock levels, usage logging, and low-stock alerts. When a team member uses parts on a job, they log the usage. When stock drops below the minimum threshold, an alert triggers so replacements can be ordered before the supply runs out.
Yes. The Maintenance App runs in any mobile web browser — no app store download needed. It's designed for use on the move, with clear text, large buttons, and a straightforward layout. Maintenance staff can view tickets, update statuses, log parts usage, and create new tickets from their phone while walking between jobs. PIN-based login means they can check in quickly without typing an email and password.

Get Started

See it for yourself.

The Maintenance App is included in every Prisma plan. Set up your hotel, add your rooms and staff, and your maintenance team can be using the app within minutes.

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No credit card. No contract. No setup fees. Full access to every feature — including the Maintenance App — at every tier.

Prisma is a UK hotel management platform with 10 purpose-built department apps. The Maintenance App is one of ten dedicated applications included in every plan. Pricing starts at £49/month for properties with up to 10 rooms.