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Hotel Preventive Maintenance Software Software Articles

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Actabl Wants to Revolutionize the Way Hotel Operations Teams Leverage Data

by
Jordan Hollander
1 week ago

Commercial teams in the hotel industry have come a long way in leveraging data across departments like revenue management and marketing - but hotel operations for the most part still remain in the dark ages with hoteliers making decisions based on feel and conjecture. Remember when retail behemoth Target learned how to leverage website browsing data to predict pregnancy? The data that lead to this goldmine of an insight was somewhat surprising, “Many shoppers purchase soap and cotton balls, but when someone suddenly starts buying lots of scent-free soap and extra-big bags of cotton balls, in addition to hand sanitizers and washcloths, it signals they could be getting close to their delivery date.”  This insight gave Target a competitive advantage in the highly lucrative “new-mommy” category so imagine what kinds of competitive advantage could be unlocked at your property using similar techniques. Every hotel GM, operations manager and management company knows that there are a myriad of opportunities to generate more efficiencies (and profit) in their businesses but historically it’s been incredibly difficult for hotels to see true cause and effect in a brick and mortar environment.  The key barrier to making these connections is a lack of insight on the impacts between inputs and outputs.  In the Target example, the retailer’s ecommerce website analytics and sales data are fully integrated which made that insight possible - but the integration of inputs and outputs typically isn’t present in hospitality operations. For example, let’s say you want to run a test to see if sending a different sequence of upsell messages to guests yields a material change in total guest spend. Historically, hoteliers could see how those upsell messages directly converted but couldn’t see whether that guest was more likely to book a massage, for example, if they didn’t convert with that exact promotional campaign.  There are literally thousands of small experiments hoteliers can run to optimize their businesses. But, since inputs and outputs haven’t historically been in the same dataset it’s been challenging to justify outside the box experimentation. The secret sauce behind the success of tech giants like Google, Airbnb and Amazon are precisely in their ability to run consistent, rapid tests over extended periods of time to develop compounding gains (and a competitive advantage).  What if you could easily run dozens of small experiments in your brick and mortar hotel business that would compound over extended periods of time to drive dramatic improvements?  The team behind Actabl believes that they can do exactly that by bringing data science into hotel operations. Actabl, launched on June 28th at HITEC 2022 in Orlando, is the brainchild of leading technology investment firm ASG and is a culmination of their vision for the future of hospitality.  ASG has strategically acquired several leading tech firms in the space and is now bringing them together to provide hoteliers with a completely new kind of operational tool that will enable rapid compounding experimentation. Actabl has some BHAGs (big hairy audacious goals) that they are aiming to accomplish that will unlock value for hotels. Actabl wants to: Combine insights and operations to create a feedback loop that will allow hotel operators to build a living playbook that serves as a new standard for operations. Empower hoteliers with actionable (or ‘Actabl’) data from across their tech stacks so that they no longer have to “shoot from the hip.” Allow hotel operations teams, for the first time ever, to set up optimization ‘experiments’ and measure the true impact of initiatives by controlling inputs and outputs under one roof. Launch a hotel operations data science renaissance like the ones that revolutionized revenue management in the 90s and digital marketing in the 2000s. Actabl’s vision is to bring digital attribution to brick and mortar hotel businesses.  For brands: Actabl will unlock opportunities for the big chains (who don’t control assets) like never before by bringing together operational data from franchisees into a single, actionable business intelligence dashboard. For independents: Small and medium sized operators will be able to run experiments like large enterprises and access data and benchmarks beyond the scope of their four walls. In this article, we’ll dive into the opportunities that are being unlocked as Actabl brings these historically distinct datasets under oneroof.

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What is a Building Management System?

by
Hotel Tech Report
6 months ago

Are you searching for a solution to lower your hotel’s energy costs and usage? Building owners need an efficient way to manage HVAC equipment, smart building devices (internet of things / IOT), lighting controls, security, and access control at your hotel as you operate with a leaner team than in the past? A building management system is critical for large hotels and other commercial buildings with complex mechanical and electronic operations that have high energy consumption. Energy efficiency through smart control systems can save large buildings thousands (and sometimes millions) of dollars per year.   BMS systems are at the core of any building operation and preventive maintenance facility management strategy. The benefits of using a building management system aren’t limited to only the engineering team; using a building control system can reduce your utility costs, eliminate hours of manual work, improve sustainability efforts and even boost your guest reviews. In this article, we’ll explain the features and potential benefits of using a building management system so you can decide whether a BMS is right for your hotel.

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What Does a Night Auditor Do in a Hotel?

by
Hotel Tech Report
6 months ago

If you’re considering a full time or part time night auditor job - or preparing to hire a night auditor - you’ve come to the right place. While many people are familiar with the job of a hotel front desk agent since it's during the day shift, the night auditor’s responsibilities aren’t as well known despite providing high paying entry-level positions at hotels. In this article, we’ll explain what a night auditor role entails, what skills will set you up for success as a night auditor, and offer advice for landing a night.

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What is Rate Parity in the Hotel Industry?

by
Hotel Tech Report
2 months ago

If you’ve sold rooms through online travel agencies, chances are you’ve received a stern email from at least one of those channels alerting you about some rooms at your hotel available on a competitor OTA or on your hotel's booking engine at a lower rate.  OTAs like Expedia often lock hotels into a guarantee that they will never offer a lower price on other channels - including their own! Maybe the email to your revenue management team said you were “in breach of rate parity clauses,” but what does hotel rate parity really mean? If you want to get the most out of your third-party distribution partnerships while still driving direct reservations, you’ll need to understand the ins and outs of rate parity to be able to maximize both sources of business. In this article, we’ll explain exactly what rate parity means, how it impacts your channel management strategy, why it matters, and how you can continue to build your direct channel while maintaining a good standing on the OTAs.

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The Ultimate Guide to Hospitality Technology (2022)

by
Hotel Tech Report
6 months ago

Did you know the average small business uses 40 different software applications, and the average hotel uses around 20? In an ideal world, every system in your hotel’s tech stack would help you automate tasks, reduce costs, grow revenue, and deliver a five-star guest experience. But we understand that getting up-to-date on the myriad of technology solutions available to hotels can be daunting! Where do you even start? In this article, we’ll introduce you to each piece of the hotel technology landscape, from revenue management to reputation management and everything in between. Drawing on insights from over 10,000 hotel software reviews written by hoteliers across the globe, this article will also highlight some top software vendors in each category. For more detailed testimonials and additional software choices, you’ll want to click over to the full list of vendors. Let’s dive in!     9 Hotel Operations Software Tools that Drive Efficiency This category of software includes the most essential technology for hotel operations: checking guests in, reconciling accounts, handling payroll, and getting feedback from guests. Your hotel’s size and complexity will determine which systems you need; small, limited-service hotels might be fine with a PMS and a payment processor, but a large resort could benefit from each category of software. 1. Property management systems (PMS): The PMS is the central hub for hotel operations. In this system, staff can check guests in and out, create and manage reservations, pull financial reports, manage guest profiles, and more. According to user reviews and analysis of system functionality, the top PMSs are Cloudbeds, Clock, and HotelTime, though there are over a hundred more great systems on the market. 2. Staff collaboration tools: Hotel staff are scattered across different floors, buildings, and shifts, so a communication platform is necessary to keep everyone on the same page. Systems like hotelkit, Monscierge, and ALICE can replace analog methods like walkie-talkies and logbooks, plus they can track tasks, reduce manual errors, and increase efficiency. 3. Housekeeping and engineering software: These tools digitize the operations of your housekeeping and maintenance departments, with the ability to automate task assignment, monitor real-time status of rooms or issues, and track task completion. Top software in this category includes hotelkit, Flexkeeping, and ALICE. 4. Guest feedback and surveys: Do away with the paper comment cards and give guests a digital platform to voice their feedback, such as GuestRevu, TrustYou, or Revinate. Not only are these tech solutions easy for guests to use, but they also allow hoteliers to customize, automate, and analyze guest comments and complaints. 5. Accounting and reporting: If your hotel accepts payments from guests and issues payments to employees and vendors, then you’ll benefit from an accounting and reporting system like myDigitalOffice, M3, or Omniboost. A modern accounting system reveals opportunities to reduce costs and maximize revenue, plus makes your accounting team more efficient with automated reports and integrations with other on-site software. 6. Payments Processing: Most guests prefer to pay for their reservations with credit cards, but a payment processing system is necessary to get the funds from the guest’s card into your hotel’s bank account. Payment processors like Profitroom, Mews Payments, and Adyen charge a small processing fee, but they make getting paid as seamless as possible. 7. Labor management: Hotels have dozens, if not hundreds, of employees, so scheduling is no easy task. Software such as Hotel Effectiveness’ PerfectLabor™, M3, and UniFocus include forecasting, insight into labor costs, and integrations with payroll and timekeeping systems.  8. Meetings and events: Whether your hotel has one private dining room or several floors of ballrooms and breakout spaces, meetings and events software can support every step of the sales and planning process - and the event itself. Highly rated meetings and events software includes Proposales, Event Temple, and Blockbuster by Duetto. 9. F&B and point-of-sale systems: The pandemic accelerated demand for features like contactless menus and online ordering, so there has been a huge wave of innovation in the F&B software space. Vendors like RoomOrders, Bbot, and Oracle’s MICROS can help restaurants modernize their operations, cut costs, reduce reliance on delivery platforms, and strengthen relationships with customers.   7 Revenue Management Tech Systems that Improve Yield Strategy The goal of revenue management is to sell the right room to the right guest at the right price, and revenue managers leverage a variety of software to achieve their RevPAR goals. 1. Revenue management systems (RMS): The secret weapon of any revenue manager is the RMS; this system analyzes historical data, market supply and demand, and forecasts to recommend the rates most likely to maximize revenue and profitability. You might also hear revenue management software like IDeaS, Duetto’s Gamechanger, or Atomize referred to as “yield management systems” or “pricing engines.” 2. Channel managers: A channel manager is the link between a hotel’s property management system and distribution channels like Booking.com, Expedia, and the GDS. Channel managers such as SiteMinder, Cloudbeds’ myallocator, and D-EDGE’s Smart Channel Manager allow hoteliers to make changes in one system, their PMS, rather than managing rates on each channel individually. 3. Central reservation systems (CRS): Larger hotels or hotels that are part of a chain or group might use a CRS to centralize all bookings, whether they’re made by call center staff, the hotel’s own website, or a third-party channel. The CRS will then send reservations to the PMS for room assignments. Popular CRSs include Pegasus, Windsurfer, and GuestCentric CRS. 4. Rate shopping and market intelligence: A key to revenue management success is selling competitive rates, but how do you know what your competitors are selling? Rate shopping tools, like OTA Insight, Siteminder Insights, and D-EDGE RateScreener, do the heavy lifting for you and present competitor rates and market forecasts in user-friendly dashboards and reports. 5. Parity management: OTAs ask hotels to provide rate parity, meaning selling the same rate across all channels, and, as a hotelier, you don’t want OTAs to sell cheaper rates than your hotel’s website. Parity management tools, like OTA Insight, FornovaDI, and Triptease give hoteliers access to dashboards that monitor rates across all channels in real-time. 6. Business intelligence: Revenue managers love data, but sometimes all that data is too much for Excel to handle. Business intelligence tools offer better solutions for slicing, dicing, and visualising data through dashboards and reports suitable for studying historical performance or predicting the future. Top BI applications include OTA Insight, Scoreboard by Duetto, and ProfitSage. 7. Upselling Software: Driving incremental revenue per guest is possible with upselling tools that automate the entire process - and use profile data and historical trends to serve the most compelling, personalized offers to each guest, like room upgrades or F&B items. Tools like Oaky, EasyWay Smart Upselling, and GuestJoy also enable hoteliers to start the upselling process before the guest arrives on property.   9 Guest Experience Platforms to Improve Satisfaction Scores How do you create a five-star guest experience in the digital age? A plethora of systems exist to delight guests, from contactless check-in solutions to modern in-room entertainment. 1. Guest messaging: Messaging platforms allow hotels to communicate with guests via their preferred platform: text messaging, email, or even apps like WhatsApp and Facebook Messenger. Top-rated systems like Monscierge, Whistle, and EasyWay support automated messaging and one central dashboard where staff can respond. 2. Keyless entry: Keyless entry software enables a guest to unlock their room or other secure areas like gyms or pools with a wave of their smartphone. Systems like Mobile Access by ASSA ABLOY, FLEXIPASS, and Openkey.co offer integrations with PMSs for a seamless arrival experience. 3. Guest apps: Digitize your in-room directory with a hotel app like ALICE, INTELITY, or Duve. These downloadable apps put everything guests need to know at their fingertips, from contact info and directions to room service menus and local recommendations.  4. Contactless check-in: In the wake of the pandemic, guests prefer a contactless arrival process, and software like EasyWay, Canary, and Duve make it easy for hotels to pivot to a fully digital check-in. Functionality includes ID scanning, digital registration cards, upselling, payment processing, and arrival time coordination. 5. In-room tablets: Just like the smartphone replaced our digital cameras and rolodexes, an in-room tablet can replace your rooms’ telephones, directories, room service menus, TV remotes, thermostats, and more. Tablet providers like SuitePad, Crave Interactive, and INTELITY are even proven to increase guest satisfaction and revenue. 6. Energy management: These systems have two goals: decrease your hotel’s energy costs and reduce your hotel’s environmental impact. Vendors like Verdant Energy Management Solutions, Telkonet, and EcoStruxure are designed with hotels in mind and seek to not only decrease costs, but also enhance the guest experience. 7. Guest room entertainment: Today’s guests want more than local cable channels on their guestroom TVs; systems like Monscierge ZAFIRO IPTV, and Sonifi provide interactive content and entertainment for all types of hotels, plus additional marketing and engagement opportunities you couldn’t get with traditional TV. 8. Mobile ordering/F&B: Bbot, RoomOrders, SABA F&B Ordering, and other systems provide an essential piece of technology for hotels and restaurants: mobile ordering. With this software, guests and customers can access menus, place orders, and pay from their smartphones, and F&B outlets can better manage order fulfillment and deliver an end-to-end contactless experience. 9. Hotel Wi-Fi: What was once a premium add-on is now an essential amenity at hotels, especially with a growing segment of travelers working remotely. To offer reliable high-speed internet access, hotels can partner with vendors like Cisco (Meraki), Percipia, or GuestTek that offer implementation services and ongoing support.   9 Marketing Tools to Lower Acquisition Costs and Drive Direct Bookings Of course, you don’t need any of the software listed above if nobody knows about your hotel! Marketing software allows you to tap into new audiences of guests and build relationships with your existing guest base. 1. Booking engines: For hoteliers seeking to increase direct business, a booking engine is essential. This software allows guests to book reservations on your hotel’s website by displaying rates and availability from your PMS, then integrating reservations into the PMS. Cloudbeds, Bookassist, and SiteMinder offer some of the best booking engines.  2. Reputation management: A reputation management tool helps you request, track, analyze, and respond to guest reviews across sites like Tripadvisor and Google and your own surveys. Some of the industry leaders are TrustYou, GuestRevu, and Revinate, and they can even assist in increasing guest review scores by revealing insights about guest sentiment. 3. Website builders and content management systems (CMS): Outsourcing your website design isn’t necessary with a CMS; these tools allow you to build, edit, and organize website pages and content, and they support integrations with booking engines, payment processors, widgets and more. Smart CMS by Bookassist, Profitroom, and Net Affinity are some of the top website builders. 4. Direct booking tools: If you want to increase direct bookings, then an app like Triptease, Hotelchamp, or TrustYou can boost the number of shoppers who complete bookings on your hotel’s website. These tools let you display personalized messages, snippets of guest reviews, price comparison widgets, and more - all of which give guests reasons to book direct instead of on an OTA. 5. Digital marketing agencies: Don’t have the time or resources to handle digital marketing in-house? A digital marketing agency can lend their expertise to help your hotel succeed in search engine marketing, social media, content creation, and PR. Bookassist, Avvio, and Net Affinity are some of the leaders in this space. 6. Social media tools: Whether you’re trying to build a new audience or stay in touch with past guests, social media is an important component of your hotel’s marketing strategy. Social media vendors like BCV, Sprout Social, and Travel Media Group can help you achieve your reach and engagement goals. 7. Metasearch and ad tech: Metasearch channels, like Google, Kayak, and Tripadvisor, are powerful drivers of traffic to your hotel website - if you leverage them effectively. These sites require special connectivity and a bidding strategy, and tools like Bookassist, Avvio, and Koddi will help you manage budgets, track attribution, and understand market dynamics. 8. Website live chat/chatbots: Potential guests shopping on your website want answers now - without needing to pick up the phone. A chatbot, like one from Asksuite, Quicktext, or Whistle, use artificial intelligence to answer guest questions quickly and accurately, plus capture leads and increase conversion on your website. 9. Hotel CRM: Your database of guest email addresses is a gold mine - if you can leverage it strategically. A CRM system, such as Revinate, Profitroom, and dailypoint 360, allows you to capture email addresses on your website, send automated messages throughout the guest’s journey, create segments of profiles with specific characteristics, and analyze open rates, click-through rates, and conversion.   F&B and MICE The food and beverage and meetings and events components of the hotel industry have their own technology solutions too. Whether you’re trying to streamline your room service offerings or support citywide conferences in a maze of meeting spaces, you can find software to help you execute any type of service or event. 1. Restaurant management: In order to run a restaurant smoothly, restaurateurs leverage point-of-sale software to manage stock in real-time, handle transactions, reserve tables, run reports, and more. Popular restaurant management software includes Vento ePOS, Oracle MICROS, and Lightspeed POS. 2. Mobile ordering and room service: Contactless service is the latest trend in F&B, but it seems likely to become the norm. Mobile ordering systems, such as Bbot, RoomOrders, and SABA F&B Ordering, allow restaurants to upload digital menus, accept online orders, and receive contactless payments, and customers can feel confident in more efficient service and accurate orders and bills. 3. Meetings and events intelligence: This category of software aims to help hoteliers maximize their meetings and events business by understanding market dynamics, uncovering insights about attendees, and optimizing pricing and space usage. Top meetings and events intelligence tools include Blockbuster by Duetto, IDeaS (SmartSpace), and Get Into More. 4. Group sourcing and RFP tools: Without software to assist, the RFP process is tedious. RFP software, such as Proposales, MeetingPackage, and Venuesuite, moves this process online and helps you to automate it, making all the back-and-forth more efficient and helping sales teams reach their goals. 5. Event management: Software doesn’t just help your sales team seal the deal, but also to plan and execute the event itself. Event Temple, Tripleseat, EVENTMACHINE, and others provide functionality to send proposals, get e-signatures, manage traces, communicate with clients, and create and edit BEOs and agendas.   Looking for more resources on hotel industry software? Download the free 2021 HotelTechIndex Market Leaders Report.

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What is MTBF? Mean Time Between Failures in the Real Estate Industry

by
Hotel Tech Report
6 months ago

Ever get the sense that your maintenance team is reactively making repairs as they pop up rather than proactively preventing those problems during downtime? It can get frustrating -- especially when it affects the guest experience and your hotel’s ability to make money on all available rooms. That’s why the Mean Time Between Failures, or MTBF, is an important maintenance management metric for hotel operators. This failure rate metric gives you a baseline prediction for how long mechanical and electrical systems will function in between repairs. These predictions put shape and structure around your near-term preventative maintenance plans and long-term capital expenditures. In this article, we're going to help you understand the importance of MTBF for efficient and profitable hotel operations. You'll learn what MTBF is, how to calculate MTBF and how to use MTBF in your hotel. We’ll also equip you with two other maintenance and reliability metrics that will reshape how you approach maintenance ops at your hotel!   What’s MTBF (+MTBF Calculation)? MTBF stands for the mean time between failures. It's the average period of time that equipment or electronic systems operate between failures. You can think of this as “uptime” or “useful time.” In other words, MTBF is a reliability metric!   To calculate MTBF, pull a failures report for a given system and then calculate the amount of time or period of time between each failure. Then, add up the total time between failures and divide by the total number of failures. Here’s an example for an in-room HVAC system:  -Starts February 1st, fails Feb 28th: 28 days -Starts April 1st, fails May 19th: 49 days -Starts May 23rd, fails July 4th: 42 days MTBF = (28+49+42)/3 = 39.67 days Most hotel systems will be calculated in days. For systems that require more precision, it may make sense to shorten the intervals to hours and minutes.  A perfect example of  the benefit of position is your laundry facility. A failure of one of your industrial-sized laundry machines during a peak period could really affect your ability to flip rooms and serve your guests. You could mitigate this risk by closely monitoring the MTBF of your machines to predict when they may need service outside of scheduled maintenance.  One thing to note: MTBF doesn't include the time it takes to make repairs and re-enter service. It’s only the time between when the equipment or electronic system enters service and when it fails. Repair time isn't an important thing to include because you’re really trying to get at the functional uptime and reliability of individual systems.  The MTBF value is an important step to increasing the lifespan of your physical assets through smart building and equipment management - but measurement is only the first step.   How to Use MTBF in Real Estate and Hotel Operations MTBF is an ally in optimizing your hotel’s operations. By monitoring the failure of mechanical and electronic systems, it keeps your preventive maintenance schedule on track, prevents problems from escalating, and extends the useful life of your capital expenditures. Preventative maintenance: MTBF is a key component of data-driven preventative maintenance. Continuing the example above, if you know that your average HVAC failure occurs every 39 days, you can proactively schedule your preventative maintenance and take the room out of service to avoid a negative guest experience. You can also budget internal labor and external resources accordingly so that you are not surprised by “unexpected” expenses that could actually have been predicted by the data. Identifying problematic equipment: MTBF also helps you optimize your operations by identifying areas of concern. If the MTBF of your in-room HVACs dips to 20 days, then that’s a problem! Either something is affecting your mechanical systems or they’re getting old and you need to allocate budget for upgrades. Either way, your profitability will quickly be impacted by overspending on repairs and taking too many rooms out of service.  Safety: Some areas of concern may actually be related to safety. While it's inconvenient to have no air conditioning in a guest room, it could be a safety issue when an elevator fails or a hot water heater breaks. MTBF helps you keep an eye on mission-critical and safety-related equipment. Extending useful life: Since it tracks the operational performance of mechanical and electronic systems, MTBF also helps you extend the useful lifetime value of your investments. The better you are at managing your assets, the stronger your profitability. It’s a simple fact that separates the best hotel operators from the rest.  Evaluating new tech: MTBF is a helpful criteria when choosing systems for your hotel. You should ask vendors for this metric and dick into how they calculated it. Then, talk to other hotels to verify that number. As we all know, equipment may not last as long as vendors predict! Once you have an idea of how long a TV, door lock, POS terminal, or other system lasts, you can plan accordingly.   Can MTBF Be Used for Non-Repairable Items? Great question! The answer is no. MTBF is used for items that can be repaired more than once. For items that must be replaced upon failure, such as light bulbs, we use Mean Time To Failure (MTTF). So if a light bulb fails every 5.6 years, then it's MTTF is 5.6 years. MTTF can be used for all kinds of single-use/non-repairable items across your property to make more precise expense forecasts, which then influence your forecasted capital investments and bottom-line profitability.   Other Maintenance Metrics for Hotels In addition to MTBF and MTTF, there are two other key metrics for managing preventative maintenance and extending the life of your equipment: MTTD is the mean time to detect, or the time that it takes your team to detect an issue once it's occurred. Thankfully, smart devices and connected systems detect issues in real-time, thus pushing MTTD  for certain systems to zero. Even so, you may want to encourage faster detection by tracking MTTD in your preventive maintenance plan, MTTR is the mean time to repair, or the time that it takes you to fix an issue once it's detected. This actually has a very real impact on hotel operations, as having rooms and other equipment out of service affects the guest experience and bottom-line profitability.  As a metric of efficiency and proactivity, your maintenance team should always strive to shorten the mean time to repair.   Getting Started With MTBF The first step is to start tracking failures. Your preventative maintenance software can do this for you or you can use a simple spreadsheet. These logs are essential to monitoring the time between failures; without that information, you can't optimize performance. If your team is not already in the habit of logging equipment issues, make it a priority to train everyone on the new system. They will need to log the time of failure and the time of repair completion so that you can calculate MTTR and MTBF. For non-repairable items, it would just be the time of failure for an accurate calculation of MTTF.   With those metrics, you’ll have much greater control over maintenance costs and repair times, which have a direct line to profitability and capital expenditures!

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What is a CMMS? (+15 Best Vendors of 2022)

by
Hotel Tech Report
4 months ago

Hotels see a lot of wear and tear. And, when a hotel room is out of commission for maintenance, a property stands to lose a lot in revenue – by one estimate, a hotel loses $17,653 for every day the room is unavailable. Maintenance is a massive part of hotel and real estate operations, but it gets very little attention as compared to other functions of running a hospitality business. As a result, adding CMMS software to your preventive maintenance program can dramatically improve the maintenance operations efficiency and service of your hotel property – and ensure you don’t lose revenue due to an unresolved maintenance issue leading to asset downtime. Here’s what to look for in a work order system, as well as some popular software picks worth checking out.   What is a CMMS System? CMMS Stands for Computerized Maintenance Management System. A CMMS is designed for maintenance tasks at large businesses and is therefore often referred to as an EAM platform (enterprise asset management).  As such, they have features designed to manage maintenance teams and processes across the entire organization from start to finish.  The core value propositions of a CMMS are: (1) optimize operating efficiency through streamlining maintenance activities and (2) decrease maintenance costs through more effective inventory management. A CMMS is, at its core, a SaaS (software) database. In addition to digitizing the work order process described above, the CMMS will also have the capability to track resources and labor availability, register assets, automate the scheduling of preventative maintenance, track inventory, and provide reporting across maintenance categories.  Here's a quick checklist of CMMS features to give you an idea for what this software is capable of: Predictive maintenance: use data to automatically recommend upkeep like an HVAC servicing beyond basic maintenance schedules. Maintenance manager reports: real-time visibility into asset health across a structure or group of structures via easy-to-understand KPIs.  Asset performance and equipment downtime should be easy to understand for anyone in an organization. Maintenance history/track work orders: Logs of all changes or tasks completed related to an assets lifecycle. Maintenance strategy coaching: Most software companies in the CMMS space with with dozens or hundreds of other asset owners and should be able to provide insight into maintenance processes and best practices. In addition to making the maintenance workflow more efficient, CMMS tools provide more reliable uptime – meaning they help your team keep the lights on and the property running smoothly for as long as possible.   Understanding The Basics of Maintenance Software Work order software is a tool that creates, organizes, assigns, and tracks maintenance requests at a hotel property. This type of software is usually cloud-based and can route requests to mobile devices or stations around your property. It’s more efficient and accurate than managing work orders through pen and paper or via email.  Work order systems can do more than just send requests to the right maintenance staff. These tools let you track the status of the work order in real-time, and also provide reports and analytics to show you how well your maintenance management function is performing. Overall, adding work order software to your tech stack allows you to simplify the work order process. Generally, the work order process happens in three phases: creation, completion, and recording. The creation phase begins the work order process. Whether a maintenance task is planned (e.g., checking the hotel’s fire alarm system) or unplanned (e.g., fixing a burst pipe), a manager or staff member must identify the task for it to enter the system. Next, the request is created with added details such as level of priority, the person responsible for completing the task, the location where the maintenance is required, and – most importantly – the deadline. Next, the person assigned to the task (usually an engineer) completes the work requested. This could be as simple as reading a meter, checking a piece of equipment or as complicated as fixing a leak in the hotel pool. Once the maintenance work has been completed, the technician will log it as such in the work order system. A manager will sign off to validate the completion of the task or help find the resources needed if the task is incomplete.  Once the manager signs off on the completed task, the work order gets logged and archived for future reference. This record allows technicians to track on-site issues over time. For instance, if an HVAC system requires regular maintenance, the work order system can tell a technician the last time the system was serviced. Likewise, it can also alert your hotel when it’s time to replace old or worn-out equipment.   15 Best CMMS Vendors for Hotels 2021 The best work order software combines asset management and record-keeping with an efficient ticketing system and powerful reporting. Here are the top ten work order software platforms of 2021.   hotelkit Facility Management As a 2021 HotelTechAward winner, hotelkit is known for its robust communication platform and ease of use. The software supports a slew of hotel operations needs, including work orders, inspections, and walkthroughs. Staff members can submit work orders from their mobile devices, plus upload photos, then the request gets automatically triaged to the right team and tracked for accountability and reporting. For easy end-to-end operations, hotelkit integrates with many property management systems, like protel, Oracle’s OPERA PMS, and Mews. hotelkit offers a 30-day free trial, then the monthly subscription fee is charged on a per-room basis, making it suitable for hotels of any size.   ALICE Maintenance ALICE’s suite of services includes functionality for all aspects of hotel operations, from guest messaging to maintenance. The Preventative Maintenance module allows staff to submit and assign maintenance requests, track equipment usage or issues, and complete walkthrough checklists - all from their mobile devices. ALICE aims to minimize a hotel’s capital expenditures by making preventative maintenance part of the everyday routine; for example, seeing daily boiler pressure readings or spotting trends in maintenance requests can help you spot early warning signs of a larger facility issue so you can fix the problem before something catastrophic happens. ALICE is available with a monthly subscription fee, and it offers integrations with property management systems like OPERA and StayNTouch.   hub OS Maintenance This all-in-one operations management software supports not only maintenance requests but also housekeeping tasks, guest requests, walkthrough checklists, and reporting. hub OS’ maintenance module allows hoteliers to build and customize entire maintenance plans, with preventative indicators and trend monitoring to assist in spotting potential problems. The app also creates a calendar of scheduled maintenance tasks to comply with brand standards of local regulations, which then automatically generates work orders for the relevant teams. Since the app even works offline, using hub OS is easy anywhere and at any time, and it can use QR codes for quick identification of assets or locations. hub OS supports integrations with many property management systems, such as Mews and protel.   Flexkeeping (Maintenance) Created by a former housekeeper, Flexkeeping knows the ins and outs of hotel operations. Their maintenance management software follows four steps: report, fix, analyze, and prevent. The app allows any staff member to submit a maintenance request with photos and voice-to-text capability, then the appropriate team receives a notification so they can fix the issue as soon as possible. Flexkeeping also supports outsourced maintenance staff, so you don’t need to remember to pick up the phone to call a specialist. All tasks are tracked, and real-time reporting and analytics helps hoteliers spot trends and understand how maintenance issues affect guests and budgets. Hoteliers can try Flexkeeping for free for 30 days; after that, there is an implementation fee and a monthly subscription fee.   Transcendent Transcendent focuses on asset management and preventative maintenance, making it a great tool for hotel owners or asset managers working with multiple properties. Transcendent’s enterprise asset management dashboard tracks asset usage, issues expiration warnings, and houses documentation related to each asset to assist with capex planning and budgeting. The software also includes work order functionality, allowing staff members to submit maintenance requests and follow custom checklists for walkthroughs and inspections. Transcendent’s mobile app is available for iOS and Android, and it can read QR codes for easy access to information or task lists for a specific asset. Transcendent charges a monthly subscription per room, so it works for both small and large properties or hotel groups.   CHAMPS CMMS CHAMPS CMMS includes easy drag-and-drop functionality to help hotel teams schedule and manage maintenance tasks. Mobile compatibility with this cloud-based solution allows teams to work flexibly, providing real-time updates from anywhere on the property. CHAMPS also includes asset inventory and purchasing capability so that your team can create purchase orders for new materials or equipment.   Maxpanda CMMS Maxpanda gets high marks from reviewers for being a flexible CMMS solution. Automated scheduling allows teams to set up alerts for recurring maintenance tasks. Create work order requests for any type of maintenance request. Filter reports using different metrics, including job number, start and end date, completion status, or cost.   Hippo CMMS Hippo CMMS is one of the most affordable software options on the market. It’s a relatively straightforward system that allows users to keep track of multiple work orders throughout the work order process. Hippo also provides a function where technicians can attach photos or documents to the order record for future reference.  Limble CMMS  Limble CMMS is an award-winning tool that claims to help customers capture a 30% boost in overall communication and productivity. The app is compatible with iOS and Android and provides features to streamline work orders, improve communication, manage assets and inventory, and generate reports.   Accruent Accruent, formerly known as Maintenance Connection, is one of the top-rated CMMS options for hotels. This tool’s mobile CMMS lets technicians and managers take their management tasks on the go – so anywhere on the property, a work order can be assigned and accepted. Plus, its reporting feature includes over 200 report template types to help your team set benchmarks, monitor work, and identify obstacles in your workflow.   ManagerPlus Managing maintenance at multiple properties? ManagerPlus might be the right option for your hotel. ManagerPlus’s asset management feature allows you to track equipment across multiple locations – so if one property borrows a tool from another, it won’t go missing. This powerful tool also provides a way to manage suppliers and other contractors directly within the software, keeping communications in one place so there’s no confusion or additional back-and-forth over email.   eMaint CMMS eMaint is great for international hotel brands; it offers multilingual support in Portuguese, Spanish, French, Dutch, German, Hungarian, Polish, Italian and English. If you’re working on a large maintenance project, consider taking advantage of this tool’s document storage functionality. eMaint’s online PDF editor stores your work permits, work order records, asset profiles, and more.   Upkeep Reviewers say that Upkeep CMMS is a well-rounded, simple work order management tool. It provides everything you need to streamline maintenance at your hotel: work order creation, management, and racking with automated processes built-in and several different reporting tools. It also allows you to send push notifications and alerts if there’s an urgent maintenance need on-site.   MaintainX MaintainX gives you the chance to try the tool for free, so if you’re not sure if CMMS is right for your hotel, start here. In addition to your standard work order features, MaintainX has a built-in messaging tool that lets you comment, message, and save communication around a particular work order request. You can also upload photos to verify work completion – a nice feature if you don’t have a manager available to check that the job is done.   Fiix Fiix is another CMMS option that offers a free version. Users say that Fiix CMMS makes it easy to track maintenance and work orders, and that it’s easy to see what the status of each task is.  The free version gives you access to the mobile app with some onboarding, asset tagging, and push notifications. It also gives you a calendar and dashboard to track ongoing maintenance.    Learn more about preventative maintenance software and how work order systems can integrate with your hotel’s technology in our guide to preventive maintenance software.

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Hotel Groups are Using Operations Software to Adapt & Innovate Through Crisis

by
Hotel Tech Report
6 months ago

As the pandemic continues to bring uncertainty to the travel industry, we know one thing’s certain: technology is a key partner for hotels that want to make creative changes to their operations to not only survive but improve the guest experience (and maybe even the bottom line!) during these trying times. While today’s innovation might be driven by necessity, running a tighter ship will deliver positive change in the long run. Utilizing technology effectively now, with a focus on positive guest experiences and efficient operations, can greatly benefit hotels that choose to take advantage of it for years to come. To better illustrate how technology provides the “building blocks” for innovation in the hotel space, ALICE Creative Director Sean Cohen spoke with Richard See III from the San Luis Resort properties in Galveston, TX. Richard oversees room operations at the group’s three hotels, including the San Luis Resort, Spa & Conference Center, the Hilton Galveston Island Resort, and the Holiday Inn Galveston Beach Resort. Curious to hear about some real-life examples of using technology to build better guest experiences and more efficient operations? Let’s dive in.   Driving Guest Engagement From a Safe Distance If you want to better engage with guests, your hotel needs to communicate via their preferred method. And for an increasing number of guests, that preferred method is text messaging. We all know how emails can get lost in the shuffle, not to mention how they can come off as spammy, so text messages provide a quick, concise way to get your point across. A technology partner that supports both text and email communication, such as ALICE, can not only help you communicate important information but also engage with guests in fun ways. At one of Richard’s properties, during their annual Halloween pumpkin contest, guests could cast their votes via email or text message. Nearly 130 guests participated - but only 2 submitted votes via email. Text messaging was by far the most effective way to engage. Contests are just the tip of the iceberg; with a reliable communication platform that supports text messages, you can build upon guest relationships in a plethora of creative ways.   Identifying Issues On Property Despite Low Staffing Levels Does your hotel have a chronic air conditioning problem? Or noise during the night? If you’ve never heard about issues like these, that doesn’t mean they aren’t there. Using a technology partner that houses all guest communication can help you uncover issues at your property potentially unknown to management and, once fixed, improve the guest experience. As Richard says, “Before ALICE, our information was not being captured and processed efficiently. Now if we need to locate an issue, we can simply reference ALICE, the data is there. ALICE allows us to see and solve problems in real-time.” Data tracked and exported from a system like ALICE provides the necessary statistics to determine issues that need resolution - and just how prevalent those issues might be. Without a digital record of these guest complaints or interactions, it’s nearly impossible to determine the frequency and severity of such issues.   Ensuring Accountability with Less Oversight Since platforms like ALICE track every interaction, case, and task assignment, employees can hold true accountability and see each case through to completion. When a task or case involves multiple employees or departments, it’s easy for things to fall through the cracks. But if the task is housed in a digital platform, visible to the entire team or departments, this extra transparency helps to ensure nothing is missed. As Richard states, “we love that ALICE emails the original creator of the ticket once the issue has been resolved. That way the team members involved can be certain that the case was completed.”   Enabling Employees to Onboard New Skills as Managers Flex Staffing Levels Technology isn’t just a partner in building a more efficient hotel; the right technology platforms can also help you flex staffing levels and employee skills. ALICE’s platform, for example, allows internal users to assign tasks to certain departments and employees. At one of Richard’s San Luis hotels, the task of placing a room amenity like a “happy birthday” card is typically assigned to the concierge department. However, if any tasks need to be transferred between departments, ALICE makes the transition smooth. Within the ALICE dashboard, any necessary task reassignment is as easy as clicking a button. Similarly, public area attendants would typically receive task assignments related to keeping the lobby clean, but with less traffic in the lobby and a scaled-down housekeeping team, housekeeping managers would reassign tasks like bringing extra towels up to a room to public area attendants. The entire process was as simple as a few mouse clicks; public area attendants would see these new tasks in their regular task dashboard.   Quickly Pivoting Operating Models and SOPs During the pandemic, many hotels needed to make tough operational decisions. At Richard’s Hilton property, they decided to consolidate their housekeeping staff with the neighboring San Luis Resort. In a typical hotel, without a technology partner, an operational shakeup like this could be a nightmare. But with ALICE in place, the transition at Richard’s hotels was actually quite seamless. He describes: “Using San Luis as our home base, we were able to dispatch tasks and manage both hotels with one housekeeping department. Having ALICE at our disposal made task management much easier because we were able to forward the housekeeping requests from the Hilton property to [the San Luis]. As Hilton guests called down from their rooms, we added the tickets in ALICE, which then alerted staff members at The San Luis next door. [If we didn’t have ALICE], an extreme shift like this would have likely been flawed.” Of course, we certainly don’t want any hotel to be in the situation of needing to let go of a department, but as Richard’s example shows, even in tough spots technology can provide the building blocks your hotel needs to survive. As we look toward the future of hotel operations, technology is the backbone of exciting trends and ideas that will shape the guest experience going forward. Hotels that embrace technology will be the ones to transform their operations using the high-tech to their full potential - including some creative, out-of-the-box use cases like we’ve illustrated here.   This content was created collaboratively by ALICE and Hotel Tech Report.  

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The 9 Most Futuristic High Tech Hotels in the World

by
Hotel Tech Report
6 months ago

The pandemic accelerated technological transformation across the hospitality industry. Contactless has become a must-have, fitness centers have gone virtual, guest communications have moved to mobile, and self-service has become standard. While some hotels found themselves rapidly deploying new technologies, other hotels have been playing the tech-long game for years. Here are some of the world’s most notable high-tech hotels. We've covered the tech strategies of great hotel groups like Viceroy and Noble House who implement everything from contactless check-in to digital concierge but this article focuses on some more wacky tech implementations with a bit of focus on form over function.  This list features some pretty cool hi-tech gadgets and hotel room amenities that go above and beyond the typical flat-screen tv.  Some of the cutting-edge technology on this list may off-put more traditional travelers but will undoubtedly hit the spot for tech-savvy millennials. Rather than layer technology onto the operation, these properties embed technology into the fabric of the operation, making it a focal point and key feature. Some use it as an Instagrammable moment at a specific location while others structure their entire brand around the tech-enabled guest experience. Either way, technology is front-and-center at these hotels.   Henn Na Hotel, Japan “The Robot Hotel” Tokyo has become the marquee high-tech hotel. The brand concept is “commitment to evolution,” which appears across its operation in the form of robots. Lots of robots! The brand claims to be the world’s first hotel staffed by robots -- and there’s really no disputing that, as guests are greeted by robots at the front desk. At one property, the front desk is even staffed by dinosaur robots and iPad kiosks, which is quite the experience.     Other high-tech features at some locations include a robot barista frothing lattes, espressos and teas, as well as a 360-degree VR space for guests to immerse themselves in virtual reality experiences. The hotel is also fully enabled with Wifi powered facial recognition, which eliminates the need for a hotel key altogether. Guests can access the property, and their individual guest rooms, seamlessly using biometrics. Very futuristic, indeed!   YOTEL, New York City The YOTEL brand has been synonymous with technology since it opened its doors near  Times Square. The showstopper was a massive robot arm dominating the lobby, providing automated luggage storage for guests (as well as safety deposit boxes to store valuables). The YOBOT also provides self-service check-in, which puts the brand far ahead of today’s contactless guest experience.   The rooms -- called cabins -- may be small, but YOTEL uses technology to deliver its promise to “give you everything you need, and nothing you don’t.” This includes Smart TVs so that guests can connect their own devices and choose their own entertainment. The guest rooms also use motorized beds as space-savers and motion-activated sensors for lighting and AC to reduce carbon emissions. It’s all about efficiency, delivering an outsized guest experience in even the smallest spaces.   Blow Up Hall 5050, Poland The Blow Up Hall 50/50 is an impressive mix of form and function. Designed by BAFTA-award-winning artist Rafael Lozano-Hemmer, the hotel combines a restaurant, bar, gallery, and hotel into a unique vibe. There are several digital art installations, including a commentary on surveillance capitalism embedded right within the lobby.    The property eliminates the traditional touchstones of the hotel experience: there’s no front desk. The guest’s smartphone provides access to the property, from check-in to room keys to staff communications. The phone also acts as a room finder: after opening the app, the assigned room lights up and the door unlocks automatically. It’s these small tech flourishes that reinforce the property’s sense of mystery and intrigue.   Hotel Zetta, San Francisco At the center of Silicon Valley, the centerpiece of Hotel Zetta is most definitely its virtual reality room in the lobby. Designed by a local tech startup (naturally), the VR cube gives guests a fully-immersive opportunity to experience virtual reality. There are also Nintendo Switch consoles and Oculus VR headsets available so guests can experience next-generation technology in the comfort of their rooms.      Other tech touchstones include a vintage Atari Pong table in the Zetta Suite, which is modernized to include both the classic game and a Bluetooth speaker to play personal playlists. Each guest room is also equipped with Alexa-enabled voice control in every room. Guests can order a meal from room service, set an alarm or learn about on-property dining specials.    Kameha Grand, Zurich The Kameha Grand isn’t one of those kitschy places that you’re embarrassed to stay at. Quite the opposite: the high-end “lifestyle hotel” is part of Marriott’s Autograph collection. And, with rooms designed by Marcel Wenders, it’s got all of the trappings of a luxury property. Rooms     Our favorite rooms are, of course, the Space Suites. It’s the most futuristic room type on this list because it quite literally connects to space. The in-room TV features a live feed from NASA TV so that you can fuel those space dreams. The atmospheric vibes will contribute to that dreamy feel, with “outer space furnishings have been designed down to the smallest detail with a floating bed, pictures of galaxies, hovering astronauts and models of rockets.” Far out!   Virgin Hotels  The Virgin Hotel brand has always been tech-forward and guest-centric. Even prior to the pandemic, the brand empowered guests to control their own experiences right from the palm of their hand. Now, those features are dramatically expanded to be even more contactless.     Named Lucy, the app allows guests to skip check-in, using their phone to select rooms and unlock doors. Guests can also use the app to order room service, adjust room temperature, control entertainment (in-room streaming and Apple Music), plan their trip around the city, or even follow custom exercise routines by Fitbod. Following on smartly with its brand promise, the app also offers three preset lighting modes for guestrooms:  Get Lit for full brightness, Get in the Mood for dimmed relaxation, and Do Not Disturb for sleep. By putting all of these elements together into a single interface, Virgin Hotels puts the guest in control.    25hours Hotels Another brand that’s focused on high-tech without losing high-touch hospitality is 25hours. Thanks to an in-house multidisciplinary think tank, the Extra Hour Lab, the brand experiments with new ways of engaging with guests, both through digital and analog channels. That balance plays out in Cologne, where the record store greets guests alongside    Perhaps that’s one aspect that distinguishes the futuristic, high-tech hotels: those that understand how to inject storytelling into the experience alongside the latest technology.   Cityhub A hybrid between a comfortable hotel and a convivial hostel, Cityhub is futuristic in both its technology and its approach to hospitality. It’s part of a new wave of brands that blend categories and use technology to enable a more social experience. The Cityhub brand has an app but it also takes a cue from Disney and offers RFID wristbands. These bands are used not only for check-in and property access, but also  at the bar, cafe or vending machines, where guests can serve themselves and charge their rooms. Without having to constantly pull out their phones, there’s a more personal element to the experience.     Each “hub” has its own customizable lighting, temperature and audio streaming, so guests can control their vibe. There’s also an on-property social network, giving guests a digital lobby to meet and plan real-world adventures.   The Atari Hotel, Las Vegas (coming soon!) A notable mention is the upcoming Atari Hotel in Las Vegas.  This property will blur the boundaries between hotel and immersive experience, building on Las Vegas’ long history of blending entertainment with hospitality. The experience is straight out of Blade Runner: bright lights, massive marquees, and an “everywhere you look” focus on gaming.    The Atari Hotel points to a far-more futuristic vision of hotels than anything else on the market today. It very well could be the first hospitality experience built just as much for the virtual world as for the physical one. Guests can host friends in their rooms for gaming marathons, with consoles, batteries, and spare controllers available for delivery. The Atari Hotel may redefine the category and establish a new mainstream travel trend: the gamer circuit. -- What are your favorite high-tech hotel amenities? Let us know if we missed any key ones like hotels with crazy underwater speakers, air conditioning activated by motion sensors, cool touchscreen applications, and more!