Client Background:
A leading hotel chain faced a surge in disruptive, preventable maintenance calls – malfunctioning TVs, ACs, coffee machines, and overflowing shower drains. These issues stemmed from a lack of ownership and oversight, leading to frustrated guests and operational inefficiencies. They sought ProVal’s expertise in optimizing their maintenance practices.
Client Challenges:
- High Volume of Calls: The hotel received an overwhelming number of maintenance calls, impacting guest service and staff productivity.
- Preventable Issues: Many calls stemmed from avoidable issues like malfunctioning equipment and clogged drains.
Identifying the Root Cause:
ProVal conducted a comprehensive analysis to understand the root cause of the high call volume. Through interviews with staff and analysis of maintenance requests, we identified a critical gap – the housekeeping department solely focused on cleaning tasks and did not routinely check the functionality of essential amenities. Because no one held ownership for proactively checking these items, issues came to light only after a malfunction occurred.
ProVal's Solution:
We implemented a data-driven preventive maintenance program to tackle these challenges and foster a sense of ownership among housekeeping staff:
- PTAC Maintenance: We recommended a Preventive Maintenance for Air Conditioning (PTAC). Regular inspections and servicing of AC units identified and addressed potential problems before they escalated, reducing guest discomfort and costly repairs.
- Enhanced Housekeeping Checklists: We developed comprehensive checklists for housekeeping staff that went beyond cleaning tasks. These checklists included routine inspections and minor maintenance of amenities like TVs, coffee machines, bathroom fixtures, and sinks. By proactively identifying and fixing minor issues, we minimized reactive maintenance calls. This approach instilled a sense of ownership among housekeeping staff, ensuring they actively contributed to maintaining guest comfort.
- Shower Clog Prevention: We addressed recurring shower clogs with specific cleaning and maintenance protocols included in the housekeeping checklists. This proactive approach prevented guest inconvenience and minimized maintenance calls.
Results:
Our proactive approach yielded significant benefits:
- Reduced Maintenance Calls: By addressing preventable issues, the hotel experienced a substantial reduction in maintenance calls, minimizing disruptions and improving operational efficiency.
- Cost Savings: The proactive approach saved the client a staggering $312,640 annually. This included avoiding costly repairs and optimizing staff resources through efficient preventive maintenance.
- Enhanced Guest Experience: With fewer disruptions, guests enjoyed a more comfortable and seamless stay, leading to higher satisfaction and positive reviews.
Conclusion:
ProVal’s data-driven preventive maintenance program transformed the hotel’s operations. By implementing PTAC, enhanced housekeeping checklists, and proactive measures, the hotel achieved significant improvements in efficiency, cost savings, and guest satisfaction. This case study reinforces the importance of preventive maintenance in the hospitality industry for ensuring a seamless guest experience and optimal performance. It also highlights the value of fostering a sense of ownership among staff for proactive problem-solving.
Project Details
- Category: Hospitality
- Client: Leading Hospitality Group
- Location: U.S.A
- Duration: 3 months
- Results: The proactive approach to maintenance resulted in significant cost savings for the client, amounting to $754,000 annually