The silent pillars of hospitality: A call to recognize hotel engineering professionals
In the hospitality industry, attention is often directed toward the guest-facing departments—front office, housekeeping, food and beverage, and guest services. These functions undoubtedly play a vital role in delivering memorable experiences. However, behind the seamless operations of any hotel lies a group of unsung heroes: the engineering team. These technicians, electricians, plumbers, carpenters, HVAC specialists, and maintenance professionals are the backbone of hotel infrastructure and guest comfort.
Despite their critical role, engineering teams are frequently underappreciated. Their contributions often go unnoticed unless something goes wrong. There is a general lack of recognition for their skills, efforts, and commitment. Instead of appreciation, what many receive is criticism—typically focused on delays, minor faults, or the aesthetics of workmanship. This tendency to focus solely on problems, rather than accomplishments, creates a work environment where motivation and morale can suffer.
Engineering professionals work across a broad and technically demanding spectrum. They maintain essential systems such as electrical panels, generators, water supply and filtration systems, fuel systems, HVAC, elevators, STPs, and fire protection systems. Many of these tasks involve high-risk conditions, requiring both technical knowledge and precision. These are not roles that can be taken up casually; they require years of hands-on experience, formal training, and a commitment to safety.
Yet, the value they bring is often misunderstood or taken for granted. It is easy to overlook the importance of a functioning air conditioning system—until it fails. It is easy to walk into a perfectly lit and ventilated ballroom without realizing the hours of preventive maintenance behind it. Every uninterrupted service that guests enjoy is made possible by someone in the engineering department working with care and dedication, often under pressure and without praise.
In many hotel environments, the engineering team operates with a constant sense of urgency. Emergency calls, unexpected breakdowns, last-minute event setups, and system failures demand immediate attention. These professionals work long hours, adapt quickly, and remain on standby even during holidays and peak occupancy periods. They are expected to fix problems quickly and correctly, often with limited resources and under tight deadlines.
Despite the complexity and pressure, recognition remains minimal. This lack of appreciation can lead to disengagement and a decrease in the overall performance of the department. On the contrary, a culture that acknowledges their efforts—publicly and privately—can significantly boost morale, loyalty, and performance. Simple gestures of gratitude, celebrating achievements in meetings, offering skill development programs, and involving them in key decisions can go a long way.
Engineering departments are more than just support units. In today’s context of rising energy costs, sustainability goals, and complex building systems, they are strategic partners. Initiatives related to energy efficiency, water conservation, carbon footprint reduction, and guest safety all fall under their purview. Their insights and expertise are vital not just for operations but for long-term planning and innovation.
It is time for the hospitality industry to shift its perspective. Respect for engineering professionals should not be earned only through crisis management or system failures; it should be a constant part of organizational culture. Recognizing their work is not a favor—it is a necessity. It creates a healthier work environment, reduces turnover, and ultimately enhances service quality across the board.
Every technician, every electrician, every mechanic in a hotel deserves to feel seen, valued, and respected. These individuals are the silent pillars that uphold guest satisfaction, safety, and operational excellence. It’s time to give them the recognition they have always deserved.
Jayampath Thabrew - Engineering Professional in Hotel/Building, Maintenance & Sustainable Development and Projects, MIEPSL, MIM (SL), MIET (UK), MBA (Cardiff Met UK), Bsc(Marine Eng.), GBSLGreen@AP, Dip.in English (UK), JP(WI), Trained Trainer
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