As we have discussed in earlier articles, the level of service offered to the guests directly impacts the NPS score. A better service and a positive NPS are directly proportional to each other.
A well maintained property positively impacts the guest satisfaction levels and helps hotels in offering a great overall experience to the guests.
Maintenance as we know it – is an effort to keep a physical asset or equipment in a good condition or restore it to a preexisting condition such that the lifetime of the equipment is elongated.
As shown in the figure below, hotel maintenance is classified into planned and unplanned based on the nature of the activity performed.
Unplanned maintenance, as we all know it, is taken up if an equipment or appliance fails to work as intended.
Unplanned maintenance could further be classified into:
- Corrective maintenance
- Emergency maintenance
- Failure driven maintenance
Corrective maintenance relates to activities performed in order to restore a faulty equipment or device.
Sometimes, corrective maintenance can also be taken up as part of housekeeping or engineering checklist.
Emergency maintenance or failure driven maintenance is taken up on a high-priority basis to reduce any adverse consequences to men, machine and material due to faulty equipment.
For instance this could be getting recently crashed servers fixed or repairing the power back up generators.
Planned maintenance on the other hand could be either time-based or condition-based.
For example, this could be the quarterly maintenance of the escalators or the half yearly maintenance of the air conditioning system.
When the maintenance activity is taken up periodically with minor periodic overhaul regardless of the equipment or device’s working condition, then it is termed as preventive maintenance.
In addition to that preventive maintenance activities can also be performed based on data obtained from a complaint management software.
For example, Geedesk has a report called Analytics, which provides data points on top complaints in any given hotel. This helps the stakeholders in planning preventive maintenance activities to ensure that the issues that the guests are facing could be addressed permanently.
In addition to that Analytics in Geedesk can also help you in identifying the areas of concerns which will definitely cause a problem if ignored.
To address these scenarios, hotels can initiate a predictive maintenance. Both preventive and predictive maintenance activities are considered to be planned maintenance activities.
In most hotels around the world, the senior management and maintenance staff often overlook planned maintenance due to continuous guest engagement.
As long as everything works fine, they postpone planned maintenance and it is often done less frequently than its really required.
They often fail to realize the fact that planned maintenance helps in effectively reducing unnecessary equipment breakdown which could negatively impact your guests and the overall experience they have with the hotel.
In-depth knowledge of all equipment, devices and facilities and a good grasp of guest footfall are very much necessary to perform preventive maintenance periodically.
Given the advent of technology, it is important for hotels to adopt a guest complaint or request management software (aka service optimization software) that can completely automate the guest complaint and request management process in addition to providing detailed insights on the problems that are prevalent in the hotel affecting the guests and employees equally.