If your occupancy peaks during summer, you’re already in shoulder season. Savor the peace and quiet, yes; but use seasonal lulls to re-energize your focus on preventive maintenance. You’ll be ready to maximize guest satisfaction–and your revenue–when travelers return.
Did you know that PKF Consulting predicts a 1.5% increase in average occupancy
Get a jump start on next year right now. Refresh guest rooms, polish public spaces, and check your property’s curb appeal. If you address preventive maintenance during slower months, you’ll reduce peak season repairs and emergencies.
Preventive maintenance can increase guest satisfaction! Here’s why:
Travelers form a first impression of your property in less than 60 seconds. Their criteria vary widely, from parking to signage to even smell. No matter how they judge, a guest’s first impression is influenced by maintenance management. Loyalty is the name of the game and well-maintained facilities are key to a guest’s return intent.
Hotels win or lose on the first stay!
If you’re not convinced, check out results below from a 2014 J.D. Power North America Study of more than 67,000 hotel problem incidence qualified responses. Hotel/room maintenance, HVAC, water pressure/temperature, and shower drainage combine to cause 33% of problems in hotels:
FlyerTalk and Frequent Business Traveler’s Annual Survey also highlights guests’ maintenance complaints as:
- Difficult to reach or insufficient outlets
- Climate controls that are hard to adjust
- Insufficient water pressure
- Insufficient lighting
Here are two simple steps that take advantage of a seasonal lull to get and stay on top of preventive maintenance–and guest satisfaction:
- Inspect 25% of your rooms each month and make necessary repairs/improvements. That translates to an inspection for each room at least three times a year.
- Combine inspections with a deep cleaning program to maintain every room in near-perfect condition.
hotel ServicePro automates maintenance schedules for guest rooms, grounds, and equipment. Staff can easily organize a myriad of details and track them on mobile devices. Regional management can check in remotely to monitor progress.
Here’s a basic inspection checklist to enter in hotel ServicePro:
- Check that switches, control valves, and thermostat dial positions are working properly.
- Check that the thermostat probe is secure and working properly.
- Replace filters as necessary.
- Clean, lubricate, and secure fan and motor as necessary.
- Clean evaporation and condenser units, condensation pans and drains, and exterior grills.
- Check for refrigeration system leaks.
- Check that lamp switches work properly and socket, base, and body are tight and in good repair.
- Check that lampshades are clean, with no holes.
- Check light bulbs.
- Check that all switch/outlet plates are in good repair.
Guest Room Devices:
- Check TV for clear audio and video.
- Check that the remote works and replace batteries as necessary.
- Make sure the telephone works properly.
Whew! Remember–maintenance is an organized, automated, and routine process with hotel ServicePro! Not to mention, whatever you spend on preventive maintenance not only lowers costs in the long run. It also enhances your guests’ experience and your reputation as an attractive, safe place to work.
Come see us at the Best Western, Hilton, and IHG conferences in October and talk about how to maximize the shoulder season…and how hotel ServicePro can help. What are your thoughts?
Here’s to making down time count,