A Note from the ENTOUCH CEO: Knowing your How, What, and Why

Hospitality Facilities Management: 7 Ways to Create a Better Customer Experience

Jun 02, 2017

Effective hospitality facilities management programs enable these key drivers to create a better customer experience.

Hospitality facilities management concerns are unlike concerns in the retail or restaurant industries. Hospitality facilities managers must consider how everything impacts the customer experience. Hotels and resorts may still have to complete construction or perform maintenance, and this can have a dramatic impact on the facility’s reputation, explains Robert Reiss of Forbes magazine.

1. Better Tracking of Guest Feedback

Guests will often leave feedback when requested. Even simple rating systems can be automated and leveraged to generate key performance indicators (KPIs) for a respective stay. Furthermore, an effective facilities management system should analyze guest feedback to identify possible issues that may have led to a negative guest experience. As a result, facility managers can address the issue and prevent future loss of business.

2. Maintain Amenities for Guests

Guest amenities are another major issue. Workout rooms, business centers and room amenities should be well-stocked and maintained. The hospitality facilities management system should track the use of such amenities, especially supplies, to ensure supply orders are accurate and reflective of the facility’s needs.

3. Separate Maintenance From Housekeeping

Maintenance might seem like the natural companion to housekeeping, but it should be a separate entity in hospitality services. Maintenance should only take place when rooms are unoccupied, prior to a guest checking in. However, housekeeping logs should also indicate when unscheduled maintenance needs to be performed on a guest’s room.


4. Prioritize Maintenance to Coincide With Low-Occupancy Times

Maintenance schedules, including new construction and repair of existing facilities, should coincide with periods of low-occupancy. In other words, try to perform maintenance during weekdays and routine business hours. Any maintenance performed outside of this period should be documented and reduced through proper tracking.

5. Address Guest Complaints Immediately

Any complaints filed with the facility should be addressed immediately. Obviously, some complaints, like delayed room cleaning, may be low-priority. However, the goal should be to address the complaint by determining when it will be corrected and providing such information to the guest. If the complaint involves safety or essential comfort, like a malfunctioning HVAC control, attempt to move the guest to another room. If rooms are unavailable, a technician may be dispatched to correct the issue. This will ensure the best customer experience.

6. Improve the Security of the Grounds and Guest Rooms

Another benefit of connected facilities management systems in hospitality is improved safety and security. This gives guests peace of mind in knowing that their belongings are safe and secure within their rooms.

7. Reduce Risk for Disaster

Connected systems can also reduce risk for disaster in the complex. For example, overheating AC units may lead to a fire. If the system is connected, such events can be prevented, reducing risk and maintaining a positive experience for all guests.


Hospital Facilities Management Increases Customer Service and Reduces Nightly Rates

An effective hospitality facilities management program reduces customer service issues and overhead costs, which translates into better rates for those interested in staying at your facility. As a result, you can serve more people, keep them happy and reap a positive return on investment.

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