In daily routine, Hotel Managers have to deal with tens of failures, which represent a high maintenance cost and impact on guest experience.
Equipment used in hotel units are going through major improvements over the years. They are becoming more automated and complex, and usage is constantly intensifying. They usually are expensive or imply higher investments, even if they have reduced amortization periods.
Besides, failures are frequent. Among the most common root causes, we find aging, wear, mechanical issues, negligence and lack of maintenance.
Whatever the reason, failures in equipment represent maintenance costs for the hotel units and therefore must be reduced as much as possible. Excellent service is intrinsically linked to maintenance and greater agility on repair, what is related to good hotel management.
Most common failures:
The regular use and the type of equipment make failures quite common for a Hotel Manager on a daily basis. To have a clear idea, a 200-room hotel reports, on average, 1500 failures per month. This amounts to 50 per day, which is a very significant number if you consider they can become 50 daily claims.
Infraspeak collected information that showed us that the most reported failures in a Hotel are related to HVAC systems, electrical installations, sanitary facilities, elevators and room items, such as televisions, mini-bars, and hairdryers.
Analyzing these complaints, we were able to quickly identify some connections between the reported failures. Most of the guests’ claims are about the same kind of situation: burnt bulbs, broken TVs, issues on switches, clogged baths and toilets, air conditioners not working properly, etc.
Maintenance management to reduce failure costs
If failures are the main reason for complaints, why not solving the problem?
Most situations require immediate action. In other words, they need a corrective action plan aimed to eliminate the failure and minimize discontent over this.
Corrective maintenance is fundamental in this kind of situation since it articulates a set of measures that immediately solves the issue.
However, quickly solving the problem does not guarantee that it will not happen again. It is important to identify its main cause, thus avoiding it in the future.
An air conditioner that has noise problems or clogged filter reveals problems with preventive maintenance. The same way a broken switch or a fused light bulb suggest poor monitoring of the equipment or need for renovation.
Managing failures involves choosing ways of preventing, correcting or replacing some equipment, counting all the associated costs. When managers focus their efforts just on correcting problems, it automatically eliminates the chance of predicting the situation from happening again and stopping complaints.
The regular use of the equipment and the continuous failures highlight the necessity of a strong and efficient solution to maintenance management and failures. With hotel maintenance software such as Infraspeak, you can optimize hotel operations and reduce guests’ complaints by being able to report and monitor every failure in real time.
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