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Customer Satisfaction
Profile - Hilton Hotel
When guests visit a 5-Star hotel like the illustrious Hilton Singapore, most don't give a second thought to what goes on behind the scenes to make it all tick.
'Out
of sight and out of mind', so the saying goes. That doesn't bother Mr
Tanu Pumpakobsri, Chief Engineer at the Hilton. With over 8 years' service
with the chain based in Bangkok, Mr Pumpakobsri, has made several visits
to Hilton properties in China and Hong Kong. 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 - from leaky faucets and crooked paintings
in the rooms, to everything electrical and mechanical in nature…
literally, everything that makes the hotel tick.
A key item the hotel guests will immediately notice if something's not right is the air-conditioning. That is why he is glad he can depend on Carrier to keep the 426 guest rooms, F&B outlets, retail shops, ballroom and function rooms cool, 24 hours a day.
At the heart of The Hilton's air-conditioning plant are 3 Carrier 19XL chillers. However, only two are in operation during daylight hours, when the demand is higher, and one during the night; the third serves as backup for emergencies and servicing.
Mr
Pumpakobsri explains that a hotel air-conditioning needs are different
from 'normal' buildings. The load - that is, the cooling power requirement
- varies daily. "Unlike an office block, the number of people in
our building fluctuates every day - eg., number of rooms occupied, function
rooms booked, patrons in the outlets and shops, etc."
The air-conditioning system needs to be robust and reliable enough for the hotel to control the internal climate so their guests remain comfortable.
"Thanks to the Carrier Comfort Network (CCN) - a building automation / control system we've installed - we are able to control, monitor and keep close watch and control over the air-conditioning system."
He is also impressed by the energy saving, efficient, low power consumption qualities of Carrier, which can deliver up to 40% savings.
To help keep everything in tip-top condition, the Hilton has a service contract with Carrier. The Carrier men make visits at regular intervals to check the operating condition, clean condensers, etc. They are also on call 24-hours a day and help to troubleshoot in case of problems.
"The Carrier servicemen understand our needs, and are responsive," Says Mr P. Thankfully, he has not had to call the Carrier Man under emergency conditions. However, on one occasion when dirty water was clogging the system, the team showed up within an hour and helped clear it up in no time.
With such a reliable product and service, Mr Pumpakobsri says it is no wonder that other Hiltons in the region are also cooled by Carrier.
