ATLANTA, GA - June 9, 2009 � One of the keys to guest satisfaction
and revenue growth is the ability to solve problems quickly. PM Hospitality
Strategies realized that if they could shorten the time from discovery
to resolution, before guests even realized there was an issue, they could
increase customer satisfaction
and loyalty, boost repeat business and generate positive word of mouth
that would impact their bottom line.
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In 2008, PM Hospitality Strategies installed Web-based hotelServicePro
at 11 properties. Today PM Hospitality�s properties use hotelServicePro
to track and resolve guest problems, generate work orders centrally and
at the hotel level, perform inspections and manage preventive
maintenance and fixed assets. As a result, they have seen guest
satisfaction scores drastically improve. PM Hospitality chose hotelServicePro
for its ease-of-use and scalability, which enables all of the staff, from
maintenance and housekeeping, to front desk and management to view the
work orders and other processes. The system shortens the time required
for resolution and automatically escalates problems up the management chain
with time triggers if they are not quickly settled. Ease of use was
as important as unlimited scalability for PM Hospitality Strategies because
the company is executing an aggressive growth strategy.
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Hilton BWI
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�We have added four hotels in three months and each has seen double digit
improvement, in problem resolutions since we installed hotelServicePro,�
said Joseph Bojanowski, executive vice president, PM Hospitality Strategies.
�hotelServicePro allows us to focus our guest service, housekeeping
and maintenance resources on the key areas that impact guest satisfaction;
customer satisfaction is paramount in the current environment. Our
ability to maintain market share, and shift share, is completely dependent
on customer satisfaction. Ensuring a trouble-free guest experience
is essential, and this Web-based system lets our properties do just that.
When there is a problem, it helps us solve it with a quick resolution and
we are able to track them centrally for stronger management oversight.�
According to a recent survey conducted by PM Hospitality Strategies,
hotelServicePro
helped the company increase the number of guest problem resolutions prior
to guest departure from 40 percent, to 55 percent.
Bojanowski noted that he looked at several similar fast-response systems
before implementing hotelServicePro. �The system was very
easy to learn and use for our property level maintenance and housekeeping
staffs � this put it ahead of similar solutions,� he said. �A property
staff will simply not use a system they do not understand. Our teams
were able to put hotelServicePro to work right away.�
PM Hospitality Strategies uses hotelServicePro to create, update
and deploy real-time check-lists that utilize handheld mobile devices,
including the Apple iPhone, for:
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Preventative maintenance verification
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Customer service and safety inspections
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Operational reviews and other customized programs.
The system relays alerts and resolution updates to those who need to be
in the know, from housekeeping to management.
�We used to use the customary three-part work order forms to resolve
guest issues and other maintenance problems,� said Bojanowski. �The
Web-based hotelSystemsPro software eliminated the need for multiple manual
paper filing systems and storage � so there is even a �green� component
to our implementation. The system has improved our guest service
scores and enabled our staff to spend more time with their customers, helping
to grow preference and loyalty.�
One of the goals for PM Hospitality Strategies staff is to minimize
problems that can be anticipated, such as burned out light bulbs, scheduled
HVAC repair and fire alarm testing. Web-based hotelServicePro
tracks the lifespan and maintenance schedules of assets and equipment so
the property managers receive reminders that guide them to take proactive
measures that reduce the time spent on rapid response and last-minute repairs
that tax the maintenance teams.
�If you are running effective preventative maintenance and safety programs
supported by easy-to-use software tools that the housekeeping and maintenance
staff know how to operate effectively, you can operate a much more efficient
operation and take care of most problems before the guest checks in,� said
Bojanowski. �We know there is a direct correlation between loyalty,
intent to return, and problem resolution, and hotelSystemsPro provides
an excellent tool that enables our staff to be more productive.�
About PM Hospitality Strategies, Inc.
PMHS is the hotel management affiliate of Buccini/Pollin. Based in
Washington, DC, the company manages all of Buccini/Pollin�s hotel assets,
providing development, technical consulting, on-site management, and accounting
expertise. Concentrated in the Mid-Atlantic, PMHS manages full-service
and select-service hotels in the Hilton, Starwood, Marriott, and Choice
families of brands.
Since the opening of its first hotel in 1996, PMHS has participated
in the development and acquisition/renovation of dozens of hotels with
a market capitalization of $1 billion. PMHS is an approved management company
for leading hotel brands, including the full-service Hilton, Hilton Garden
Inn, Embassy Suites Hotel, and Homewood Suites by Hilton. For more information,
visit http://www.pmhs.com/
 About
hotelSystemsPro
Founded in 1996, hotelSystemsPro
is a technology company operated by hospitality professionals who provide
a suite of high performance, ASP-based enterprise property solutions that
help hotel companies grow market share through better management of assets,
increased sales, reduced operating expenses, and a higher quality guest
experience. hotelSystemsPro partners with clients to provide solutions
that scale across the broad range of properties in North America and around
the world. Whatever the size of the property or its challenges, hotelSystemsPro
solutions do the heavy lifting for hotel operators to streamline operations
and boost staff productivity and property profitability. Solutions include
hotelSalesPro,
hotelCateringPro, hotelServicePro and hotelWebSpace. For more
information, visit www.hotelsystemspro.com.
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