The Role of the Engineering Department in Boosting Hotel Net Promoter Score (NPS?)

When we think about improving a hotel's Net Promoter Score (NPS), the focus often falls on customer service, amenities, or even the marketing strategy. However, the Engineering Department plays a pivotal, yet often overlooked, role in enhancing this critical metric. As Orison Swett Marden, an influential American author, once said, "The golden rule for every businessman is this: 'Put yourself in your customer's place.'" This wisdom is especially relevant in the hospitality industry, where a guest's perspective can reveal countless opportunities for improvement.

The Learning and Development Department should emphasize this mindset in their training programs for all hotel associates. When employees understand the importance of viewing the hotel through the guest's eyes, they begin to take pride in their work and, in turn, enhance the guest experience.

Understanding NPS

NPS, or Net Promoter Score, is a key metric used in customer experience programs to measure customer loyalty. It is calculated based on responses to a single question: “How likely are you to recommend our hotel to a friend or colleague?” Responses are rated on a scale from 0 to 10 and categorized into three groups:

• Promoters (9-10): Loyal and enthusiastic guests who are likely to return and recommend the hotel.
• Passives (7-8): Satisfied guests, but not loyal enough to be considered promoters.
• Detractors (0-6): Unhappy guests who may discourage others from visiting.

To calculate the NPS score, subtract the percentage of Detractors from the percentage of Promoters. For instance, if 70% of respondents are Promoters, 20% are Passives, and 10% are Detractors, the NPS score would be 60. A higher NPS indicates stronger customer loyalty, which is the ultimate goal.

How the Engineering Department Can Influence NPS

Now that we’ve covered the basics of NPS, let’s explore how the Engineering Department can contribute to improving this crucial score:

1. Room Preventive Maintenance (PM) Schedule: The Engineering and Housekeeping Departments are key players in maintaining NPS scores. Regardless of a property's age, it must be well-maintained. Preventive maintenance programs for guest rooms must be strictly followed. Timely servicing of Fan Coil Units, maintaining woodwork, plumbing systems, electrical systems, and appliances are essential. Engineers or supervisors should inspect at least one or two rooms daily to ensure standards are met.
2. Departure Checks: All departure rooms should be thoroughly inspected by Engineering handymen or supervisors in collaboration with Housekeeping. A detailed departure checklist should be followed, and any issues identified must be addressed promptly to prevent negative guest experiences.
3. Daily Painter for Housekeeping: Assign a dedicated painter from the Engineering Department to perform daily touch-ups in rooms during turndown service. This attention to detail helps maintain the room's appearance, contributing to guest satisfaction.
4. Central AC System/Room AC Maintenance: Maintaining critical equipment like main chillers is vital to providing uninterrupted service to guests. AC issues are a common cause of low NPS scores, so it’s crucial to ensure these systems are always in top condition.
5. Smart Handyman: The handymen who attend to guest complaints in the Engineering area hold significant responsibility. They should be skilled and proficient in languages to manage guest interactions effectively, ensuring quick and satisfactory resolutions.
6. Daily Briefings on NPS: NPS scores and guest feedback should be discussed in detail during daily departmental briefings. The Chief Engineer should share feedback with the team, raising awareness and encouraging improvements.
7. Root Cause Analysis: During discussions on NPS and negative guest feedback, it’s essential to identify the root causes of issues and implement corrective actions to prevent recurrence.
8. NPS Champions Program: The Engineering Department can create a program to recognize and reward team members who excel in guest interactions and complaint handling. Acknowledging these efforts in monthly meetings boosts morale and encourages continued excellence.

Conclusion

Achieving a high NPS is a collective effort, and the Engineering Department plays a vital role in this process. By focusing on the areas outlined above, the department can significantly contribute to raising the hotel’s overall NPS. If your hotel uses systems like "TrustYou" or "ReviewPro," you can gain valuable insights into department-specific NPS scores. This data allows the Chief Engineer to set clear targets for the department, ultimately improving the hotel’s overall score.

Above all, the attitudes of hotel associates are crucial for achieving a high NPS. Ongoing training to foster positive attitudes and a commitment to excellence will ensure that every guest leaves with a positive impression, driving loyalty and future recommendations.