Hotel Online
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.
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.

Hilton BWI
“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: 

  • Preventative maintenance verification
  • Customer service and safety inspections
  • 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

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


PM Hospitality Strategies
2020 K Street, NW, Suite 600
Washington, DC 20006
Phone: 202-835-1000

Danielle Rieppi 
Marketing Manager 
280 Interstate Circle N. 
Atlanta, GA 30339 
Phone: 770-303-9911 or Toll free: 877-263-3645 
Email: sales(at)

Media Contact:
Julie Keyser-Squires, APR
Softscribe Inc.


Also See: Choice Hotels Selects hotelSystemsPro as Qualified Vendor; hotelSalesPro sales and catering, and hotelServicePro property maintenance and guest service, implemented by Cambria Suites properties / June 2009
Lodgian Increases Deal Closing Effectiveness with Multi-Property Sales System; Web-Based Sales & Catering Software Automates 39 Properties / April 2009
hotelSystemsPro Implements Sales & Catering and Asset Management Systems at 122 Properties to Date in 2009 / March 2009
hotelSystemsPro Implements Sales & Catering and Asset Management Systems at 122 Properties To Date in 2009; Operators select hotelSystemsPro for revenue generating productivity tools / March 2009
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

To search Hotel Online data base of News and Trends Go to Hotel.OnlineSearch
Home | Welcome| Hospitality News | Classifieds| One-on-One |
| Industry Resources |
Please contact Hotel.Onlinewith your comments and suggestions.