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7 Ways to Stay on Top of Hotel Maintenance

Don’t let these unsafe or annoying maintenance issues spoil the guest experience.

No hotel guest wants to walk down a dark hallway with burned-out light bulbs or get into an elevator that creaks and groans from floor to floor. Nor do they want to suffer with no air conditioning, heat or hot water. Guests also assume that hotel maintenance has their safety in mind when it comes to electrical and HVAC systems.

“The quality of hotel maintenance efforts can make or break the guest experience, so those involved with running properties must give this issue sufficient attention and allocate the right resources,” according to hospitality news resource Revfine.

“A single issue with key hotel facilities, services, or components can negatively affect customers and your reputation.”

The list of items in your hotel to maintain is long and includes:

  • Electrical Systems
  • HVAC system
  • Plumbing and other essential symptoms
  • Hotel components, services and facilities
  • Telephone and Wi-Fi
  • Televisions, appliances and “smart” room elements
  • Furniture
  • Lighting
  • Elevators

From preventative maintenance to repairs, here are seven tips from Revfine for staying on top of maintenance to offer a superior guest experience at your hotel.

1. Utilize a hotel maintenance system

Using maintenance software can allow a maintenance schedule and can alert staff to maintenance tasks to be performed and assign employees to the tasks.

“Your hotel maintenance system can form part of a wider hotel PMS (property management system), or you might opt for a standalone hotel maintenance solution,” says Revfine.

“Regardless, the software should allow specific tasks to be explained and a schedule to be drawn up. The software can also be used to manage employee shifts and track performance.”

2. Jump on malfunctions or failures

Make sure your maintenance crew responds quickly to malfunctions or failures of hotel equipment or systems, says Revfine. Make a priority list of desired response times for different types of maintenance issues.

“Rapid failure response can also be helped by preventative maintenance efforts, because these efforts can avoid the worst malfunctions and failures, meaning that any issues that do arise are more likely to be resolved quickly,” says Revfine.

3. Train housekeeping staff to report issues

Revine recommends training housekeeping staff to perform basic maintenance checks of hotel facilities and equipment. This allows maintenance staff to work on more urgent or complex tasks to repair issues quickly.

4. Make staff communication easy

Invest in a software package that offers communication solutions so hotel staff and your maintenance team can communicate quickly and easily. The software should allow employees to share photos of equipment or issues, technical details, view plans and request assistance from other staff members.

5. Prioritize tasks by safety and risk levels

When  hotel maintenance tasks become overwhelming, you may need to juggle tasks to be completed. To ensure the most important tasks are resolved or completed quickly, prioritize them by the level of risk, recommends Revfine:

“For example, any maintenance work that can improve guest safety should be prioritized,” says Revfine. “Meanwhile, the risk associated with hotel heating systems or electrical systems failing is high, and repair is likely to be expensive. Therefore, it makes sense to prioritize tasks that can help to prevent failures in these kinds of areas.”

6. Track maintenance incidents to save money

If a piece of equipment fails on several occasions, tracking what went wrong can save money on repairs down the road by replacing failing components or technology and adding new ones that are more cost-effective.

7. Optimize maintenance work by season

“Maintenance work on heating systems can be carried out in the warmer spring and summer months so that it is in full working order when it is most needed during the winter,” says Revfine.

“The winter months can be used to ensure air conditioning units are in good condition ahead of the spring and summer. This should then help minimize any maintenance work needed on these units when they are most essential.”