POSITION SUMMARY
Under the general direction of the Engineering Manager / Chief Engineer and within the limits of established Rixos Hotel policies and procedures, the Ken Fix Supervisor is responsible for supervising and coordinating the day-to-day Ken Fix / General Maintenance operations across guest rooms, public areas, back-of-house facilities, and other hotel areas.
The position ensures that all maintenance requests are attended to promptly and effectively, that repair works are completed to Rixos luxury standards, and that all facilities, fixtures, fittings, and equipment remain safe, functional, well-maintained, and guest-ready.
The Ken Fix Supervisor leads and supports the Ken Fix team in carrying out multi-skilled maintenance works including basic electrical, plumbing, carpentry, painting, masonry, furniture, fixtures, and general repair works. The position also coordinates with other Engineering sections and operational departments to ensure timely resolution of maintenance issues and minimize guest disruption.
KEY RESPONSIBILITIES
1. Daily Operations & Supervision
- Supervise the daily activities of the Ken Fix team and ensure effective deployment of manpower according to operational priorities.
- Allocate daily work orders, maintenance requests, preventive maintenance tasks, and emergency calls to technicians.
- Monitor the progress and completion of all assigned jobs and ensure work orders are properly updated and closed.
- Prioritize guest room and guest-impacting maintenance requests and ensure timely response and resolution.
- Conduct daily briefings with the Ken Fix team regarding workload, priorities, safety, guest requests, and operational concerns.
- Ensure sufficient manpower coverage during all operational periods, including weekends, holidays, and peak occupancy periods.
- Coordinate with other Engineering sections when specialized technical support is required.
2. Guest Room & Public Area Maintenance
- Supervise the inspection, troubleshooting, repair, and maintenance of guest rooms, suites, villas, public areas, back-of-house areas, and staff facilities.
- Ensure all guest room maintenance issues are rectified promptly and to Rixos luxury standards.
- Monitor the condition of room fixtures, fittings, furniture, doors, locks, sanitary fixtures, lighting, and other guest-facing facilities.
- Conduct follow-up inspections to ensure completed repairs meet required quality standards.
- Coordinate with Housekeeping, Front Office, F&B, and other departments regarding room defects and maintenance requirements.
- Respond promptly to urgent guest-related maintenance issues and ensure appropriate communication with the concerned department.
3. General Maintenance & Technical Works
Supervise and, where necessary, perform multi-skilled maintenance works including:
Electrical
- Replacement of lamps, light fixtures, switches, sockets, controls, and electrical accessories.
- Troubleshooting of basic electrical faults.
- Inspection and repair of minor electrical defects.
- Ensure all electrical works are carried out safely and within authorized limits.
Plumbing
- Repair leaking faucets, valves, pipes, traps, hoses, and fittings.
- Clear minor drain blockages.
- Repair flushing systems and sanitary fixtures.
- Identify water leakage and escalate major plumbing issues appropriately.
Carpentry & Furniture
- Repair doors, frames, cabinets, furniture, shelving, and other wooden fixtures.
- Carry out minor adjustments and repairs to guest room and public area furniture.
- Ensure furniture and fixtures remain safe, functional, and presentable.
Painting & Finishing
- Carry out and supervise minor painting, touch-up, plastering, grouting, and finishing works.
- Ensure repaired surfaces are properly finished and match the surrounding area as closely as possible.
Masonry & General Repair
- Supervise minor tile replacement, grouting repairs, concrete and plaster repairs.
- Carry out general repair and maintenance works within the team's technical capability.
- Identify defects requiring specialist contractors or other Engineering sections and report them accordingly.
4. Preventive Maintenance
- Support the Engineering Manager / Chief Engineer in implementing the preventive maintenance program.
- Ensure assigned preventive maintenance tasks are completed according to schedule.
- Monitor recurring defects and identify opportunities for corrective or preventive action.
- Maintain proper records of completed preventive maintenance and repair activities.
- Recommend improvements to reduce recurring breakdowns and maintenance complaints.
5. Quality Control & Standards
- Inspect completed maintenance works to ensure quality, functionality, safety, and appearance meet Rixos standards.
- Ensure all guest-facing repairs are completed with minimal disruption to guests.
- Maintain a high standard of cleanliness and housekeeping after completion of maintenance works.
- Ensure tools, equipment, spare parts, and work areas are properly maintained and organized.
- Report recurring defects, major equipment issues, and potential risks to the Engineering Manager / Chief Engineer.
6. Team Leadership & Development
- Lead, coach, and motivate Ken Fix Technicians to achieve high standards of technical performance and service.
- Monitor individual team member performance and provide on-the-job coaching where required.
- Identify technical training needs and recommend appropriate development programs.
- Ensure technicians follow approved SOPs, work instructions, and safety procedures.
- Promote teamwork, accountability, discipline, and a guest-focused service culture.
- Support performance evaluations and provide feedback regarding team members' performance.
7. Safety, Compliance & Sustainability
- Ensure all maintenance activities comply with Rixos policies, Engineering SOPs, occupational health and safety requirements, and applicable Vietnamese regulations.
- Ensure technicians use appropriate PPE and follow safe working practices.
- Immediately report unsafe conditions, hazards, accidents, and equipment defects.
- Ensure proper use, storage, and control of tools, chemicals, materials, and spare parts.
- Support the hotel's environmental and sustainability initiatives, including energy and water conservation.
- Comply with applicable Rixos Integrated Management System requirements, including relevant ISO 9001, ISO 14001, ISO 22000, and ISO 10002 requirements where applicable to the position.
8. Coordination & Communication
- Maintain effective communication with Front Office, Housekeeping, F&B, Security, and other operational departments.
- Coordinate maintenance activities with department supervisors to minimize operational disruption.
- Communicate clearly with the Engineering Manager / Chief Engineer regarding major defects, urgent repairs, recurring issues, manpower requirements, and operational risks.
- Assist in coordinating external contractors and specialist technicians when required.
- Ensure proper handover of outstanding maintenance issues between shifts.
KEY PERFORMANCE INDICATORS
- Timely completion of guest room and public area maintenance requests.
- Work order response and completion time.
- Preventive maintenance completion rate.
- Reduction of recurring maintenance defects.
- Guest complaints related to maintenance.
- Quality and first-time-right repair rate.
- Team productivity and manpower utilization.
- Compliance with safety and Engineering SOPs.
- Proper control and use of tools, spare parts, and maintenance materials.
- Overall condition and presentation of guest-facing facilities.