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Last updated on 2024年8月2日

Balancing unexpected maintenance costs at your resort or spa. How can you keep guest experience top-notch?

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In the hospitality industry, unexpected maintenance issues can arise at any moment, especially in the high-touch environments of resorts and spas. As a manager, you're tasked with the delicate balance of addressing these costs without compromising the guest experience. The key lies in proactive planning, efficient budgeting, and clear communication to ensure that even when the unexpected occurs, your guests remain blissfully unaware of any behind-the-scenes challenges.

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Chris May

Owner @ HotelTechConsultant.com | Hotel Technology Solutions & Consulting
Charanjit Singh

AGM Hotel Supply Uttarakhand at WB Hotels & Resorts
Edimilson Tarra

Supervisor de Manuten??o | Coordenador de Manuten??o | Gest?o de Pessoas | Gest?o de Manuten??o

1 Proactive Planning

Proactivity is your best defense against the disruption of unexpected maintenance. By regularly inspecting your resort or spa and investing in preventative measures, you can often foresee and address potential issues before they escalate. This includes training your staff to recognize early warning signs and establishing a rapid response protocol. When maintenance is inevitable, schedule it during off-peak hours or when it will impact the fewest guests, always keeping their comfort and satisfaction as the priority.

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Chris May

Owner @ HotelTechConsultant.com | Hotel Technology Solutions & Consulting
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Allocate a contingency fund for maintenance and leverage predictive technology to minimize disruptions. Use smart systems, like IoT sensors, that can foresee issues before they escalate. Regularly scheduled maintenance to maintain and check for early warning signs.

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Charanjit Singh

AGM Hotel Supply Uttarakhand at WB Hotels & Resorts
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Preventive Maintenance: Implement regular inspections and maintenance schedules to address potential issues before they escalate. Emergency Fund: Set aside a reserve fund specifically for unforeseen repairs, minimizing disruption. Efficient Communication: Inform guests transparently about any necessary maintenance and offer alternatives or compensations when possible. Staff Training: Equip your team to handle emergencies swiftly and professionally, ensuring minimal impact on the guest experience.

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Edimilson Tarra

Supervisor de Manuten??o | Coordenador de Manuten??o | Gest?o de Pessoas | Gest?o de Manuten??o
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Para um planejamento eficiente é necessário que toda a equipe envolvida com o ativo, seja treinada minunciosamente para entender as características e particularidades do equipamento. Sem essas informa??es, haverá sérios problemas principalmente em eventos corretivos emergenciais.

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Paulo Henrique Pedro

Engenheiro mecanico | Supervisor de manuten??o | Supervisor de assistência técnica | Engenheiro de vendas | Assistência técnica | CREA ativo
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Um exemplo prático e que funciona muito, s?o as inspe??es, os checklist…com suas realiza??es obtemos dados, históricos, assim conseguimos direcionar os recursos em tempos hábeis evitando as falhas, ou quebras inesperadas, ocasionando um transtorno aos clientes.

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2 Financial Strategy

Effective financial management is crucial for absorbing the costs of unforeseen maintenance without affecting your bottom line. This means setting aside a contingency fund specifically for this purpose. Allocate a percentage of your revenue to this fund regularly to build a financial cushion. When you do face maintenance issues, you'll have the resources available to address them promptly without needing to compromise on other aspects of the guest experience.

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Edimilson Tarra

Supervisor de Manuten??o | Coordenador de Manuten??o | Gest?o de Pessoas | Gest?o de Manuten??o
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Para evitar "transtornos" de budget de ativos é necessário avaliar alguns itens como: quanto de recursos fixos (consumíveis) esse equipamento necessita? Quais s?o seus componentes críticos? O or?amento pode ser variável? Avaliando essas frentes, pode-se dimensionar de maneira eficiente os recursos necessários para uma saúde financeira eficiente.

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kheireddine BENNAFLA

Technicien en maintenance industrielle
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choisir bien son personnelle et ses fournisseurs est un atout pour bien rentabilisé et fidélisé sa clientèle, diversifier et localisé les fournisseurs se situant aux alentours du client pour gagner le temps et rentabilise les interventions

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Paulo Henrique Pedro

Engenheiro mecanico | Supervisor de manuten??o | Supervisor de assistência técnica | Engenheiro de vendas | Assistência técnica | CREA ativo
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Separando o budget com opex e capex, criamos recursos para melhorias, investimentos, que possam ser necessários para a satisfa??o dos clientes, assim n?o somos pegos de surpresa, e com tempo hábil conseguimos programar e realizar sem que afete o conforto ou seguran?a dos hóspedes.

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3 Guest Communication

Clear communication with guests is essential when maintenance issues affect their stay. Be transparent about the situation, offer sincere apologies, and explain what is being done to resolve the issue. If possible, provide guests with alternative amenities or compensation to mitigate any inconvenience. This can help maintain trust and satisfaction, ensuring that their overall experience remains positive despite any hiccups.

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Edimilson Tarra

Supervisor de Manuten??o | Coordenador de Manuten??o | Gest?o de Pessoas | Gest?o de Manuten??o
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A comunica??o do setor de Manuten??o com seus Clientes tem que ser tratada de forma transparente e clara, principalmente em situa??es de interven??es severas. Tratar seus "hóspedes" com valores é o caminho para que todos se esforcem para atingir as metas e criar uma rela??o de confian?a.

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Paulo Henrique Pedro

Engenheiro mecanico | Supervisor de manuten??o | Supervisor de assistência técnica | Engenheiro de vendas | Assistência técnica | CREA ativo
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A comunica??o tem que ser clara e objetiva, n?o podendo haver desculpas, colocando a disposi??o dos clientes sempre uma escolha para que ele n?o se sinta desamparado e possa ser acomodado melhor do que estava antes, em caso se fa?a necessário, isso transmite confian?a e respeito.

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4 Staff Empowerment

Empowering your staff is a powerful strategy in managing unexpected situations. Equip them with the training and authority to make decisions that can immediately address guest concerns. This might include offering room upgrades, complimentary services, or other gestures that can turn a potentially negative experience into a positive one. When your staff feels confident in their ability to resolve issues, they can ensure that guest experiences remain top-notch.

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Paulo Henrique Pedro

Engenheiro mecanico | Supervisor de manuten??o | Supervisor de assistência técnica | Engenheiro de vendas | Assistência técnica | CREA ativo
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Todo time devem caminhar juntos, estando treinados e preparados para eventuais situa??es adversas que possam ocorrer, assim se faz um grande necessário a equidade da equipe.

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5 Maintenance Agility

Developing an agile approach to maintenance allows you to quickly adapt to unforeseen challenges. This means having a reliable network of service providers who can respond at short notice and maintaining an inventory of essential spare parts. By being prepared to act swiftly, you minimize downtime and disruption, keeping your resort or spa running smoothly and maintaining the high standard of guest experience that is expected.

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6 Guest Experience Focus

Ultimately, maintaining a focus on guest experience is paramount. Even when faced with unexpected maintenance costs, consider how each decision will affect your guests. Prioritize actions that have minimal impact on their comfort and enjoyment. By doing so, you ensure that the quality of service remains consistent, reinforcing your resort or spa's reputation for excellence even in the face of challenges.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Balancing unexpected maintenance costs at your resort or spa. How can you keep guest experience top-notch?

1

2

3

4

5

6

7

1 Proactive Planning

2 Financial Strategy

3 Guest Communication

4 Staff Empowerment

5 Maintenance Agility

6 Guest Experience Focus

7 Here’s what else to consider

Hospitality Management

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Balancing unexpected maintenance costs at your resort or spa. How can you keep guest experience top-notch?

1

2

3

4

5

6

7

1 Proactive Planning

2 Financial Strategy

3 Guest Communication

4 Staff Empowerment

5 Maintenance Agility

6 Guest Experience Focus

7 Here’s what else to consider

Hospitality Management

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感谢您的反馈

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