They say there’s a silver lining in every cloud. That’s certainly true when it comes to the following hospitality industry statistics:
Did you know that…
…most hotel maintenance departments operate at 10-40% efficiency?
…70% of equipment failures result from missteps or inaction at the property level?
What’s the silver lining beneath these stats? You can significantly boost your property’s operating efficiency (and profitability) with an improved maintenance program.
And here’s more good news: economical, user-friendly technology is available to help you develop a maintenance program customized for your property’s unique operations. hotel ServicePro is an enterprise level, web-based solution that creates and automatically tracks day-to-day hotel operations, including preventive work scheduling and guest incident/request management. The system’s storage and reporting capabilities allow managers to analyze data and identify areas of concern. The result? A well-run property that cultivates guest satisfaction.
To establish a new maintenance routine at your hotel, make sure you have these 5 steps in place:
- A commitment from all levels of management to support the program.
- An outline for discipline and direction created by those who design and implement the program.
- Management accountability for goals and operations.
- An appropriate balance between emergency and routine maintenance.
- Properly trained employees.
That last point–proper training–is key to successfully retooling your maintenance routines. Based on extensive experience with a variety of properties, hotel ServicePro offers the following training recommendations for a smooth implementation:
✓ Set up weekly meetings to determine method and delivery rules for tasks.
✓ Communicate to your team that most line level employees will experience a major positive change in daily routines.
✓ Rollout training by department. This reduces obstacles and allows each department to benefit from the previous team’s deployment experience.
✓ Use PowerPoint training and quick reference cards to clarify new procedures.
✓ Make sure all employees have the right equipment to implement the program.
✓ Train multiple property administrators to allow for full coverage. After all, a hotel operates 24/7.
✓ Work out kinks before going live. Make sure all team members involved with the hotel ServicePro solution are knowledgeable about possible changes, impacts, and dates.
✓ Give it time. It may take 2-3 months before all team members are comfortable with their new routine and you’ve amassed good quality data.
What can you expect for your efforts? hotel ServicePro clients report gains that make a quantifiable difference:
- An increase in guests’ satisfaction due to resolution of their concerns.
- Higher guest service scores.
- Fewer maintenance emergencies.
- Identification of problem trends (and a system with which to plan and
- Historical reports for improved capital planning.
- Prolonged life for valuable assets.
- Better, easily accessible data.
Quantifiable results that translate to more robust revenue? Music to a hotel exec’s ears.
How have you tackled your property’s maintenance challenges? Feel free to leave a comment below and let us benefit from your experience.
Until next month,