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Customer Satisfaction Profile

Hilton Hotel
“We need a robust and reliable system”

When visiting 5-star hotel Hilton Singapore, most guests don’t think a second about what’s going on behind the scenes to make it all tick.

That doesn't bother Mr Tanu Pumpakobsri, Chief Engineer at the Hilton. With over 8 years with the chain, he has been stationed in Singapore for the last 12 months.

His job is to ensure that the hotel's guests have no reason to complain. This goes from fixing leaky faucets and tilted paintings in the rooms, to all electrical and mechanical installations; everything that makes the hotel tick.

A key item is obviously the air-conditioning. That’s why Mr Pumpakobsri is glad he can depend on Carrier to keep the 426 guest rooms, F&B outlets, retail shops, ballroom and function rooms cool and comfortable 24 hours a day.

At the heart of the Hilton's air-conditioning plant are 3 Carrier 19XL chillers. Two are in constant operation during the day, and one during the night; the third serves as backup for emergencies and servicing.

Mr Pumpakobsri explains that hotel air-conditioning needs are different from normal buildings.

"Unlike an office block, the number of people in our building fluctuates every day – for example the number of rooms occupied, function rooms booked, patrons in the outlets and shops, and so forth."

This means the load – the cooling power requirement – varies daily and throughout the day. Therefore, the air-conditioning system needs to be robust and reliable enough to keep the guests comfortable.

"Thanks to the Carrier Comfort Network (CCN) automation and control system we are able to control, monitor and keep close watch and control of the air-conditioning system."

He is also impressed by the efficient, low power consumption qualities Carrier offers, which can give up to 40% energy savings.

To help keep everything in top condition, the Hilton has a service contract with Carrier. The Carrier men check the operating condition, clean condensers, and maintain the system at regular intervals. They are also on call 24-hours a day to help to troubleshoot in case of problems.

"The Carrier servicemen understand our needs and are very responsive," says Mr Pumpakobsri. On one occasion, when dirty water was clogging the system, the team showed up within an hour and helped clear it up.

With such a reliable product and service, Mr Pumpakobsri says it is no wonder that other Hilton hotels in the region are also cooled by Carrier.

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