Over a Cup of Coffee

Wilson Hospitality's Blog

PSM and the Hampton Inn University

Posted by on Aug 19, 2015 in Blog | Comments Off on PSM and the Hampton Inn University

The Hampton Inn University opened in March of 1995. It was the first “new” hotel to open in the Tuscaloosa market since the Sheraton on campus opened in the early 1980’s. The property is locally owned and operated and has been from the beginning. The property, over the course of the first five years of its opening, won several awards from Promus Hotels (franchisor), including being a top four property in the late 1990’s. Over the course of the second five years of its life the property consistently received Outstanding Quality Assurance evaluations. The property had a run of 13 consecutive “Outstanding” quality assurance evaluations over the course of the 1995-2002 period. However as the property aged and reached the ten year mark, those high levels of achievement were being brought down by an inconsistent product score. All the while, the property still had excellent service scores. We had began to lose ground in our previous ten years of success at the highest levels of Hilton’s ranking system. As a team we were stumped! Luckily, we met Gregg Oliver who introduced us to the Four Winds Group (See “Over a Cup of Coffee” blog). We began to learn about organizing our preventative maintenance processes and collecting data on the corrective work order performance. Over time we learned a great deal about what we needed out of our maintenance helpers/technicians on a daily basis in order to meet the demands of our guests, improve our quality, and save money in our maintenance department.

Over the course of the last seven years, we have improved our quality ranking, remained consistent with our performance, and received awards from Hilton Worldwide for being ranked in the Top 5%. We also maintain high levels of bathroom condition scores, a full seven years after we renovated them. PSM instrumental in cataloguing all our new furniture, fixtures, and equipment from our various product improvement plans, renovations, etc. We recognize the need to implement preventative maintenance routes to attack aging/wearing furniture, fixtures, and equipment. We see a lot of guests each year and we are always receiving comments from our guests about how new everything looks at the property. Guests are always amazed when we tell them that the property opened in 1995 and is now 20 years old.

A full three years after the implementation of the Product Improvement Plan (PIP) we have maintained a “high” level of product quality with a significant amount of use over the course of the last three years. We believe that PSM is an essential tool to maintaining these high levels. In fact, we have identified over 64 separate activities that must be executed on the property in order to keep it in great working order. Currently, the University property has won the Lighthouse award for years of 2014 and 2015. We consistently win the “Wall of Fame” each quarter (top 15% of all Hampton Inns).As well, we are working on beating our previous record of 13 consecutive Outstanding Quality Assurance evaluations. We attribute this recognition to great people and having the right tool in PSM. PSM will educate you, the building owner, on what needs to be done to keep things in the best possible condition, which we all know saves money in the long term.

Over a Cup of Coffee

Posted by on Jul 15, 2015 in Blog | Comments Off on Over a Cup of Coffee

The Property Solutions Manager journey began in the spring of 2006 with a gentleman named Gregg O. During a long-term business stay at our Hampton Inn Tuscaloosa location, Gregg first introduced the concept of a streamlined property maintenance system. He proposed that a simple, web-based program could significantly improve the efficiency of our property’s maintenance. Content with our current program and wary of software, we politely declined Gregg’s offer.

Gregg was persistent! He developed a sincere friendship with our management team and continued to insist on integrating a maintenance tool into our property management. After months of persuasion, we decided to entertain his ideas. Gregg contended that through M-PET, a Maintenance Productivity Enhancement Tool, our properties could optimize maintenance efficiency and, in turn, raise our quality assurance efforts. He explained that a single program could automate our maintenance planning while auditing the historical data of our assets, including our rooms, air conditioners, laundry facilities, fire alarms, and all other equipment. Although we remained slightly hesitant, we decided to jump in, head first! Within hours, Gregg completed a comprehensive archive of our buildings’ equipment and assets.

Shortly afterward, the M-PET system was integrated into our front desk systems, allowing our agents to input corrective work orders received in person or by phone. Our team no longer had to worry about losing and keeping up with paperwork orders! Not only were orders tracked and locked in one system, but they were also attached to the histories of the pertaining equipment. In time, we realized that many of our corrective work orders remained consistent throughout our properties. Gregg assisted us in developing preventative maintenance work orders that were personalized to our equipment needs and the trends of our corrective work orders.

Today, we have over 60 preventative maintenance routes that are scheduled based on necessity: whether daily, weekly, monthly, quarterly, semi-annually, or annually. There has been a noticeable decrease in corrective maintenance as our preventative maintenance efforts increase. Before this program, we had never realized the possibilities of automation and accountability that our property could achieve. We have seen a strong increase in our quality standings with Hilton, our franchisor, as well as immense savings in repair and replacement costs. In fact, we believe that through preventative maintenance we have actually extended the life cycles of our equipment past manufacturer recommendations. When Gregg first proposed this system, he was offering us a solution that we did not know we needed. We want to thank Gregg, our loyal guest, for introducing us to M-PET, now named Property Solutions Manager, and making our properties’ excellence a reality!