News for the Hospitality Executive
PM Hospitality Strategies Increases Customer Satisfaction
with Web-based Technology
Direct relationship between guest problem resolution and repeat business
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.
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:
“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.
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/
PM Hospitality Strategies
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|Aimbridge Hospitality Focuses on Sales Performance Metrics for Success; 50-property hotel company uses 80/20 rule to target sales teams on top accounts / February 2009|
|hotelSystemsPro Expands into Larger Offices to Accommodate Continued Growth; Industry Leader Gains 250+ New Customers in Q4 ‘08, Doubles Office Space / January 2009|